Occidental Nuevo Vallarta

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 5526 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Great holiday!!

    Reviewed by deer0n(Lacombe, Canada) on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had an amazing time at the occidental. The staff was so accommodating and so friendly. Food was great, lots of choice and very tasty! The activities at the resort were good and the staff made the activities a blast! We would definitely come back here again! We were not bothered with the vendors trying to sell their goods! They were very respectful.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-5

    Value

    Value-5

    Just ok

    Reviewed by Kelly B(Edmonton) on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Small resort very easy to navigate. Staff are very very good or pretty disappointing.. Food was ok..The beach is clean, no seaweed , unlike the Cancun side. The water is warm, murky though. I likely won’t consider this resort again..

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Location

    Location-3

    Rooms

    Rooms-3

    Service

    Service-3

    Value

    Value-3

    Check In Nightmare!

    Reviewed by Luvthebeach17(United States) on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    We arrived at this hotel and stood at the counter at check in for over one hour! I had made the reservation on line that morning and had the confirmation on my phone with the confirmation number. They would not accept that because it wasn't in their system and they said their reservation office is closed on Sunday. We requested, and finally demanded, to speak to the manager...we were told he was "eating". After a long delay he finally appeared was rude and unhelpful and told us we had to leave the desk and they would give us a bracelet and they would come and find us when they confirmed out reservation. After some time a desk agent found us and gave us a room key along with reservations for two restaurants - both of which required long pants and closed toe shoes for men. We were able to obtain those but when we went to the upscale Royal restaurant there was a couple dining both wearing shorts! In addition when we went to the Italian restaurant there was a family in there with the two small children when it is plainly stated that children under 12 are not allowed after 7 pm. They walked in at the same time as we did and it was after 7 pm. It seems this hotel has different requirements depending on the guests. I will give a shout out to the sommelier at the restaurants, he was extremely pleasant and accommodating. This hotel is not conducive to those wanting a relaxing vacation. In addition to the other issues, the music and activity at the pool is incredibly loud and distracting. We would never return to this property!

    Individual ratings:

    Service

    Service-1

    Value

    Value-2

    Horrible Hotel and Staff

    Reviewed by NikGeezy() on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I booked this hotel for 4 nights for my daughter and myself after looking at good reviews online. Upon arriving there was a mess of a front desk check-in process. There didn’t seem to be any formal, sensible process with signs at all. There were several staff behind the front desk, all helping those at the counter. I stood in the main “line” in the middle which appeared to be the check-in line. I took notice that the “line” to the left had guests that were being checked in after seeing numerous folks in the shorter line being checked-in (getting room keys and wristbands, being shown maps, and being given welcome packets). I asked a staff passing by if I could check-in in the shorter line, he said yes, so I moved there. By the time I got to the front the gentleman, David Gonzalez, informed me that he could not check me in and that he was only giving guests their room keys from that line. And pointed for me to get back into the longer line I was in previously. I got back into the line, and watched David Gonzalez assist another guest with their check-in process (keys, wristbands, maps, etc.) so I had my daughter stand in the much shorter line again. When she got to the front, David Gonzalez let two guests cut her and said he was just giving them their room keys, which I witnessed. After helping the two he let cut, I stand next to my daughter with the expectation to be checked-in, and again he tells me he is only handing out room keys, which was a lie as I saw him check-in guests previously. He tells me and my daughter to go stand in a third “line” on the other side of the counter if we wanted to be checked in. When I do so, another guests becomes upset because he believes I am cutting in front of him. I explain that I had already been in the “lines” for over an hour and assured him I was not cutting. With that he rolled his eyes at me and looked at the staff and said “Americans” with a negative connotation. When one of the ladies behind the desk, Karina Castillo, finally assisted me, I asked to speak to manager she told me they were busy. She checked me in, gave us our wristbands, maps, etc, no apologies for the long wait, nothing. I asked again to speak to the manager, to which she replied that he was busy. So I asked when will he not be busy? She said she didn’t know. So I told her I would wait at the counter until I could speak to the manager. After about 5 mins of her seeing I was going to leave or let more people cut in front of me, she got the manager. I explained to the manager what had happened in the past two hours in the hot, outdoor, lobby. Very poor service, disorganization, and quite frankly...lying by their staff and refusal to assist me in the check-in process. Well the manager had no remorse. He tried to tell me that David Gonzalez was only giving out room keys. So I showed them the pictures I took during the whole process which shows David Gonzalez checking-in guests and putting on their wristbands. He had nothing to say. Including no apologies. When I walked away with my daughter, David Gonzalez came over to me and I asked him to see if I could be refunded as I wanted to leave the resort and stay nextdoor as the service upon my arrival had been terrible. He asked and said I would have to request a refund from the 3rd party company I booked it through, and offered my daughter and I the VIP lounge during our stay. I declined as that does not make up for the 2 hours I stood in line with my child and he refused service. By this time I was crying and he was looking around to see what other guests could see me, and motioned for me to an area where no one could see me. I told I just needed to feed my daughter as by this time it was 3:30pm and my daughter and I had been traveling since 4am. We put our things in the room, which had dead mosquitos in the bed (my room should have had 2 beds per my reservation), went to eat, and I booked a room at the Hard Rock Hotel nextdoor. My daughter and I left Occidental. I do not recommend the Occidental resort to anyone. They have terrible service. The Hard Rock nextdoor is a much better choice!! I wish I could give this hotel ZERO STARS. It was a horrible way to begin my vacation, but I’m glad I was able to get reservations somewhere else and not stay at Occidental. If you look at the pictures you can see David Gonzalez putting wristbands on guests and those were taken right after he told me he could check us in and sent me to another line. I wish I would’ve taken better/more pictures of the mess of organization and lack of signs.

    Beautiful resort exceeded my expectations

    Reviewed by AngelaGeraldine() on Oct 11, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We stayed for 6 days at the Royal Club level. The resort is beautifully maintained and the staff are pleasant and always ready to help. Tito, Jesus, Karen and Carlos at the Royal Level restaurant went out of their way to ensure we had great meals. Fernando at the Royal Level pool bar makes the best margaritas. I would definitely return.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5