Occidental at Xcaret Destination

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 18145 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Would not recommend!

    Reviewed by Marksbestfriend() on Oct 15, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Very disappointed! The hotel smelled like sewage. Our showerhead was broken and no one showed up to fix it after several phone calls. The lamp cord was wrapped with electrical tape and we had to plug it in to turn it on and unplug it to turn it off because the switch didn’t work. There were dead cockroaches in the hallways. At night, the hallways were very dark I had to use my cell phone flash light to see where we were going . We were told there were shows and entertainment every night. The entertainment consisted of people drinking shots of tequila on stage which was not entertaining. Check out was at 12, but we were not leaving the resort until 3 for our flight home. We asked if we could have the room until 2, but we were told no. When asked to speak to the manager we were told she was in a meeting ( how convenient). A women by the name of Osmara Jimenez came out to speak to us instead to relay the message from the manager who was in a meeting that she said the hotel was full so they couldn’t allow us to stay 2 extra hours , but...... if we paid them $55 she could let us stay until 2!! (Money speaks) I then asked to speak to the hotel manager to explain all the issues we had during our stay and all we were asking for was for 2 hours. The manager Mr. Bado reiterated that the hotel was full (752 rooms in which I find hard to believe, the place was empty) but again if we paid $55 he could let us stay. He didn’t care about all the issues such as the smell of sewage, broken shower head, broken lamp, cocker roaches etc...there is no communication between staff you get a different answer from everyone. We bought 3 excursions from the hotel one being a day at xcaret. When we arrived at the gate with our prepaid tickets we were told they were not valid and were cancelled. It took 1 HOUR standing in line in 90 degree weather and no shade before they fixed THEIR mistake. We lost 1 hour of park time, embarrassment with everyone in line thinking we were trying to pass off a fake receipt as we were baking in the 90 degree heat! They didn’t even care, their response was “ you still have plenty of time to enjoy the park it’s early”. The alcohol was NOT top shelf. The good bottles of alcohol were on the top shelf but not used in the drinks. The first day at the pool we were the only ones at the pool except for a little boy and his dad who were playing in the pool and my shoes were stolen off my lounge chair. There was no entertainment at the pool not even any music playing. It was boring! The only reason we gave it a 2 rating is because the food was good and the wait staff were very nice and hard working. We do not recommend this resort and we will never stay here again!

    All inclusive, sort of!

    Reviewed by Chris H(Clifton Park, NY) on Oct 15, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    The facility is very nice to look at, very grand, rich appointments. The check in was smooth enough. We wanted a block of three rooms, with one adjoining room. My son attended to that. We attended to our 3 year old granddaughter that was on the hangry side of our trip. After eating we were never offered a shuttle from the lobby to our rooms. Didn't think to ask, assuming it wasn't far away. It was a bit of a hike to building 20 from the lobby. It had rained on the day of our arrival and the paths were quite wet, and subsequently slippery. We managed to make it to our building and unpacked. The room was clean, the TV worked ok. There were a few USB outlets that had been broken by previous guests. I failed to report them, so they will still be broke as of this writing. We all changed and decided to take a swim in the pool, as it was write outside our building. Building 20 is adjacent to a pull and two bars, a snack bar which serves as the evening seafood restaurant. We ate at the buffet for breakfast each morning. Not much to get excited about. For me it was a bit of a disapointment, as I don't eat eggs. For me as well as my wife the pancakes, waffles and french toast were all a bit disappointing as they were always cold, never hot or even warm. The bacon was generally undercooked to my taste, which means not crispy. Sausage was Ok. Hash browns were Ok. The oatmeal was ridiculously watery. I even asked the cook about it and he pointed me at the raw oats available to put on yogurt as a way of thickening the oatmeal. Sorry big fail. The smoothies were very nice, and you could have them put alcohol in them to make them even better. Enough about the breakfast buffet. I did like the snackbar near our building as well as the swim up bar. The snackbar had standard picnic food, hamburgers, hotdogs and fixings. I really enjoyed the burgers as they were hand packed patties, very tasty. The fine dining establishments were Ok, but I have been to better at several other all inclusives that I have been to. The amenities to include the pool, beach and bars were Ok. I don't know if the store is part of the resort or a rental, but they had a low exchange rate 17 vs 20 pesos per dollar at this writing. I went to buy snacks for our trip home the next day and didn't have any pesos. I did have dollars. The total came to $7. I asked if he could give me change in dollars as I had seen him put dollars away. He said no. I asked about using a credit card and it required a $10 minimum. I walked away. Another down for me is WIFI. Free wifi at hotels has become pretty common place. I am pretty sure they charge because they are far enough away from other places that may offer it that they can get away with it. The prices to me seemed very steep. Must be catering to businesses that write it off. Overall it was a good experience. A little disappointed in some of the food and location to downtown ($15 taxi ride each way). Xcaret is kind of a been there done that place kind of like the Blue Hole. Be careful when you go downtown. Hide your all inclusive bracelet. After the fact I was told to remove it and get it replaced when you return. Otherwise you will meet a lot of your waiters downtown. ( not really your waiters)

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-3

    Great

    Reviewed by Valerya O(Laredo, Texas) on Oct 14, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Me and my husband went on our second honeymoon and they treated us great, when they knew we were there on our honey moon we got a wine bottle then we got chocolate covered strawberries. We got to meet the best people out here both of our concierge Alma and Mark were great to us, they were always so involve. I do have to say that the buffet is not The Best, I'm not a complainer it will help you survive your vacations just don't expect too much. The beach was very nice but it was just a tiny spot so that was kind of a downer. I recommend you getting a massage we went on our last day and i was the best. Maria and Berenice are great at what they do, they had my husband snoring.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-4

    Go somewhere else!

    Reviewed by angela g(Dallas, Texas) on Oct 14, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    We came for our nephew’s wedding and this is the only reason for staying here. Will NOT come back. I waited for over 20 min multiple times as only the second person in line for towels, drinks, help at the front desk, etc with multiple employees able to assist but no acknowledgment. I started to get the feeling it was bc I’m American. ?? The only time that was wonderful was the night of the wedding (which I know they paid a pretty penny for!). A very small amount of the staff were friendly- Miriam (spa), Moses (Tram), and Julio (beach buffet). 1. Front desk- dismissive, rude, and unfriendly, especially after having to get our key card reprogrammed MULTIPLE times! And yes, we didn’t keep it anywhere near our cell phones! 2. Tram- not enough and I wish I got this one tram driver’s name that was insanely rude! (Tallish, Hispanic man that listens to rap music) Blew past my daughter and I as the only 2 ppl waiting with 3 open seats saying ‘no room’. We then waited for 15 min for him to come back and then roll his eyes when we got in the tram. Again...problem with our ethnicity??? 3. Food was awful! Same thing over and over and over.... plus the quality was poor. The ONLY good meal we had was when we went into Playa- La Parrilla! 4. Rooms - sub par. Toilet seat broken; TV fuzzy; the hallway outside our door was continually wet from dripping vents in ceiling making the floor VERY slippery; never enough towels; only 2 working plugs in our entire Jr suite. 5. I would say to upgrade to the Royal level to expect better service but reading other reviews, it probably wouldn’t make much difference. Some restaurants are included in the price and then others will charge. Needless to say, we were packed and ready by 7am on our last day even though our flight didn’t leave until close to 3pm. Ready to get home and NEVER return!

    Mauva

    Reviewed by bbar_sha() on Oct 14, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Every morning for breakfast I had an omelette made by Mauva. I would bring my own cheese from the cheese station and she added to my omelette. She was so nice and even seemed to remember me when I came back the next morning. Thank you for yummy breakfast omelette!