Occidental at Xcaret Destination

4 Carlos Miramontes - 5 months ago

This place has a large property full of all its natural surroundings with live animals. Their rooms are great food is improving and unfortunately customer service has gone down since my last visiting 2019. Due to New Management there has been a few changes hopefully they continue to get better service because this is one of my favorite resorts. They have a private Beach area that is amazing especially with family with kids. Third drinks are very decent but not consistent through the resort. High dining restaurants don't open on an everyday and sometimes you're not even aware while you're making a line for them. Although it's an all-inclusive their room service is not included in their amenities they do charge and you only give around four beers every other day stopped into your many refrigerator. Overall I will continue to stay there I love the atmosphere and their natural surroundings.

5 Jordyn Durkin - 4 months ago

This is a beautiful resort with beautiful people who work here. My family has visited here three times and have had wonderful stays each time. This one in particular we loved how clean everything was, the food was amazing, and the service was out of this world. Specifically, Rigoberto did an outstanding job. He remembered us from 6 years ago which was important to my parents. Not only that but he provided amazing service during our seafood dinner and was truly genuine to us. He is one of the reasons, as well as other great staff that took care of us, that we will come back.

1 Milo Davila - 2 months ago

PART OF THE LOBBY CEILING COLLAPSED AND ONLY MISSED US BE A FEW FEET!! We are talking about a five floor drop or so. This could’ve seriously injure somebody. Nobody apologized to us, nor did they fix it, no safety tape around the area, just nothing. It’s very scary to think about what could’ve happened. We left the hotel yesterday and the hole was still there. I know it sounds made up, but i have pictures, this really did happen. Moreover, the room did not have an iron or blow dryer, and the shower didn’t have hot water. Next, they have four restaurants, and they don’t take reservations. So we only got to go to one (steakhouse) but only after i pretty much begged the lady that it was our last night, and how we had been trying everyday and they always said no tables were available. Once we walked in there, there were A LOT of available tables, but yet they don’t let anyone in. This happened to all of the other people in our party. The food at the buffet is pretty bland, and it also gets super crowded, I’m sure that’s because everybody gets shut down from the restaurants. Also, yesterday at the pool there were no towels. Yes, a beach resort did not have pool towels pretty much all day! Unbelievable. They have a pool with a swim up bar, but they only had one bartender, it probably took about 20 min to get a drink. The bartender was working very hard but he had no help. With that said, the staff are very hard workers but work under horrible conditions. It was probably 100 degrees and behind the bar the bartenders have no AC, not even a fan. We also spoke to staff members and we heard the kitchen is even worse, enclosed and no air circulating. I didn’t go into the kitchen this was explained to us by staff members. I hope anyone that is planning trip reads this review and reconsiders staying at this place. Although it does have a beautiful scenery, we had a very unpleasant stay.

5 Gemma Allison - 2 months ago

It's a beautiful hotel with a lovely private bay, conveniently located to allow you to have a great experience snorkeling and visiting the Xcaret parks and Dolphin swimming without struggling with sargassum affecting your activities. The food is good with several choices besides the traditional buffet and the drinks are very good as well. All the staff is very friendly and willing to give you the best stay. The only few things I would point to be corrected are: verify the hairdryer in the rooms work, the closet doors close easier, more seats by the pools and to add some extra information about ways to easier reach some locations/areas in the signs posted by the entrances and stairs; since the hotel is huge, it might become very tiring to reach some places. Me and my husband enjoyed our 10 days visit and became members with a very nice deal. I strongly recommend this hotel.

3 Richard Madsen - 2 weeks ago

The campus is beautiful. Nice pools very clean. I would say the food is average, nothing spectacular but decent. The only negative thing I have to say is the staff seems to be more interested is selling you packages and getting you to go to timeshare pitches than actually providing good service. Some staff members were great but some gave some serious attitude when we asked for simple things like cream for our coffee. I didn't have a bad experience but I won't be going back because there are way better places to go for the same amount of money.

5 Kylie Kugler - 3 months ago

This hotel was amazing!! Especially the staff in building 22. All workers make conversation with the guests and ensure that everything is going well. All service was top notch.. We had an issue with our door lock and it was fixed immediately. Monkeys came to our room daily for a visit. I have nothing but good things to stay. My family and I had an amazing time.

1 Thelma Batres - 2 months ago

Would you like to experience modern day segregation at its finest? This is the place to be! The very first day you come in, the greatest customer service ever. Forgot your mask? No worries, the concierge has one for you! The next day, when they want to sell you their 50k “royal experience” and you reject it, true colors come alive. Need a mask? 5 dollars at the pharmacy! Need a dinner reservation? Of course! If you are a royal member! They have the audacity to take the person behind you if they’re members, and have the audacity to tell you they are members. If by chance and lots of complaining they give you a reservation, you wait an hour and your food is cold and not what you ordered, but hey that’s what you get for stepping outside your status bounds. Even at the buffet, white tablecloths and chair covers if a member. We need to stop perpetuating this behavior. We need to learn from the past. Who am I though? Not a Royal member, so you make your decision based on that. Never again will I subject myself to this cruelty. PATHETIC. SAD. LACK OF EMPATHY, MORALS. Decay of morality.