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Reviews of Occidental at Xcaret Destination - All Inclusive

4 out of 5
Occidental at Xcaret Destination - All Inclusive
Carretera Federal 307, KM 282, Chetumal a Puerto Juarez, Xcaret, Playa del Carmen, QROO

Reviews

8.2

Very good

Rating 10 - Excellent. 1596 out of 3151 reviews" "
Rating 8 - Good. 722 out of 3151 reviews" "
Rating 6 - Okay. 399 out of 3151 reviews" "
Rating 4 - Poor. 217 out of 3151 reviews" "
Rating 2 - Terrible. 217 out of 3151 reviews" "

8.8/10

Cleanliness

8.4/10

Staff & service

8.2/10

Amenities

8.6/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

6/10 Okay

Mary

Travelled with family
Disliked: Staff & service, amenities
Me gustó porque tiene playa
Stayed 7 nights in Mar 2024

10/10 Excellent

Javier

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Place is nice and very adorable
Stayed 6 nights in Mar 2024

2/10 Terrible

Martin Del

Disliked: Cleanliness, staff & service, property conditions & facilities
To expensive for what it offers, food is not good, tv not working, limited restaurant access, this is my second time here and is not the hotel that it used to be

8/10 Good

Kimberley

Liked: Cleanliness, staff & service, property conditions & facilities
We loved this resort and it was nearly perfect. The sleeping arrangement were not great. Two doubles , or one king. That’s it. As a family resort I think they need more options. A king and bunkbeds would be ideal. Two kids in a double or even us in a double was not awesome. Please think of changing the bedding. Other than that we loved it.
Stayed 10 nights in Feb 2024

10/10 Excellent

Omar, Bloomington

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
An excellent experience, me and my family enjoyed it very much. Variety of food and an excellent atmosphere.
Stayed 5 nights in Mar 2024

4/10 Poor

Jerry, National City

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The distance from our room was very far away from everything, every day was maratón to get breakfast, lunch or dinner, the elevator were at the end, the swimming pool was so faraway to walk and enjoy
Stayed 5 nights in Mar 2024
Response from Expedia care on 27 Mar 2024
Dear Jerry,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.We know that the property is large and that is something that many of our guests like as it is surrounded by great nature, we understand that this is not the case for everyone, that it has been tiring for you and we are sorry for the inconvenience this may have caused you, please know that there is a shuttle that goes around the hotel. Our front desk team is always available to assist our guests with their room location needs, if it is not possible at the time of check-in, they try the next day or when available. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards.

8/10 Good

Donna

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024

8/10 Good

Marla

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Loved the beach and ample pools and restaurants. Love loves the Mayan ruins on the property 😊 Two complaints only : first couple of days you get a garage of requests for the Barcelona time share options which we grew very tired of !! 2nd one it cost us almost $1000 pesos to get a 1/2 a load of laundry done !! That was very disappointing and taking advantage of a customer with no easy option ! It was very shocking to say the least .
Stayed 7 nights in Mar 2024
Response from Expedia care on 27 Mar 2024
Dear Marla,We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback.We appreciated your sincere and constructive comments. I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.We regret that the Vacation Club made you feel uncomfortable as their goal is to provide you with all the information of the benefits you have when you join the Club, however, I will gladly share your comments with the manager to make sure that this type of incident is not repeated in the future.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

6/10 Okay

Jaikumar, North Andover

Travelled with partner
Liked: Cleanliness, property conditions & facilities
average property and location. not many choices. staff not great. restaurants limited. reservations to restaurants extremely hard - even when we noticed vacancy.
Stayed 5 nights in Mar 2024
Response from Expedia care on 26 Mar 2024
Dear Jaikumar,Thank you very much for taking the time to rate your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about the well-being of our guests and strive to make your vacation an unforgettable experience. Please accept our apologies for not living up to your expectations and thank you very much for taking the time to rate us as it gives us the opportunity to improve. We would love to have a second opportunity to demonstrate to you the high quality standards our brand is known for.Kind regards,

10/10 Excellent

Alexandra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Feb 2024
Response from Expedia care on 27 Mar 2024
Dear Alexandra,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.

6/10 Okay

Yanisey

Travelled with family and small children
Disliked: Cleanliness, staff & service, property conditions & facilities
Room cleaning poor I found blood in my bed, check in process terrible 1h waiting , restaurant: terrible services
Stayed 3 nights in Mar 2024
Response from Expedia Care on 26 Mar 2024
Dear Yanisey,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improveI’m very sorry to hear about your disappointing experience at Occidental at Xcaret Destination. We pride ourselves on providing guests with amazing and memorable vacations, offering high quality service, and we regret that this is not what you experienced. Our guests’ satisfaction is our priority; therefore, we will review them with the Hotel Manager in order to avoid these incidents in the future.We hope you give us the chance to demonstrate you that our main goal is to create unforgettable experiences with a high-quality service.Kind regards

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities
Enjoyed how close it was to Xcaret parl
Stayed 5 nights in Mar 2024
Response from Expedia care on 26 Mar 2024
Dear Daniel,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

4/10 Poor

Juan Carlos

Travelled with family, Travelled with group
Appointment rules and dress code for the restaurant
Stayed 3 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Juan Carlos,Thank you very much for taking the time to rate your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about the well-being of our guests and strive to make your vacation an unforgettable experience. Please accept our apologies for not living up to your expectations and thank you very much for taking the time to give us your comments as it gives us the opportunity to improve. We would love to have a second opportunity to demonstrate to you the high quality standards our brand is known for.Kind regards,

8/10 Good

Ginny

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The beach area was beautiful. A lot of options at the buffet. Many activities. It was a great trip for our family.
Stayed 4 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Ginny,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

8/10 Good

Mo

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024
Response from Expedia care on 26 Mar 2024
Dear Mo,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

6/10 Okay

Selly

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This hotel is definitely in a beautiful setting but there were several things we did not like about it. The room just seemed dirty as in the doors, walls, cabinets. It didn’t seem like they wiped any of those surfaces down even though you could clearly see all the marks and handprints. We didn’t like how inconvenient it was to find towels at the pool. The women’s bathroom at the beach did not have lighting in the stalls so it was super dark and hard to see. The food was the worst so far as all inclusive hotel goes. We did not like their system for reservations for the restaurants either. It was super inconvenient and made it hard to reserve for a bigger group since we would all have to try and get to the front desk at the same time every morning instead of just being able to call to make reservations. We also never received our whisky bottle we were promised by the representatives at our building and they were supposed to have something special done to our hotel room for our daughter’s 16th birthday and that never happened either. We did love the convenience of how close it was to Xcaret Park. It was also a beautiful setting with lots of different animals Overall, we will not be coming back to this hotel and will not be recommending it to others.
Stayed 4 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improve. I’m very sorry to hear about your disappointing experience at Occidental at Xcaret Destination. We pride ourselves on providing guests with amazing and memorable vacations, offering high quality service, and we regret that this is not what you experienced. Our guests’ satisfaction is our priority; therefore, we will review them with the Hotel Manager in order to avoid this incidents in the future. We hope you give us the chance to demonstrate you that our main goal is to create unforgettable experiences with a high quality service. Kind Regards.

6/10 Okay

David, Thornhill

Travelled with family
Nothing wrong with the place. We just found it average and unremarkable. The only real negative was the 435 teens for the first four days competing in various culturally events in a nearby attraction. The 435 teens were quickly followed by 400 women from a local makeup or cosmetic company convention. We understand conventions and large groups help the resorts but we likely would not have chosen a convention facility to stay at had we have known. Minor inconveniences included our small balcony lacking the clothes drying rack that every other room seem to have, the small balcony was absolutely filthy when we checked into the room which I don't think had been used in quite some time, under the beds have not been cleaned and likely still has not been cleaned for a significant of time, inconsistent housekeeping with things like us not knowing the resort had face cloths or bath soap instead of face soap until our fifth day of seven, it was challenging to get more than two hand towels for a family of four over the course of our one week stay. That said the staff were friendly enough and though the food lacked a 'wow factor' it was otherwise fine. One suggestion for the resort in the future might be that large groups and conventions should either have their own dining facilities or specific times in the dining areas re long lines to wait while 400 people finish their group activities and have a meal break.
Stayed 7 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear David,Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience.We are sorry if we could not fulfill your expectations but we appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards.

2/10 Terrible

Ramakrishna Reddy

Disliked: Cleanliness, staff & service, property conditions & facilities
not good
Stayed 2 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Ramakrishna,Thank you very much for taking the time to rate your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about the well-being of our guests and strive to make your vacation an unforgettable experience. Please accept our apologies for not living up to your expectations and thank you very much for taking the time to rate us as it gives us the opportunity to improve. We would love to have a second opportunity to demonstrate to you the high quality standards our brand is known for.Kind regards,

10/10 Excellent

Jonathan

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing stay.
Stayed 8 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Jonathan,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

8/10 Good

Cecilia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The centralized location in playa del carmen
Stayed 4 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Cecilia,Queremos agradecerle por habernos elegido como su hogar durante sus vacaciones en el Caribe y por tomarse el tiempo de compartir su experiencia.Nos hace muy felices saber que estamos alcanzando nuestro objetivo, que es crear experiencias memorables en nuestros huéspedes. Por favor, sepa que uno de nuestros principales objetivos es trabajar día a día para mejorar constantemente nuestros servicios y la satisfacción de nuestros huéspedes.Siempre es un placer darles la bienvenida de nuevo, esperamos ser anfitriones de su estancia una vez más en un futuro cercano.Saludos cordiales,

10/10 Excellent

Sabrina, Malden

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a fabulous relaxing time. Food was delicious!
Stayed 6 nights in Mar 2024
Response from expedia care on 24 Mar 2024
Dear Sabrina,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It is a pleasure to read that we fulfill your expectations and you loved everything in the resort, we work very hard to spoil our guests from the moment of their arrival until the moment of their departure. It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

10/10 Excellent

Gustavo

Liked: Cleanliness, staff & service, property conditions & facilities
amazing and beautiful place !!!
Stayed 6 nights in Mar 2024
Response from expedia care on 24 Mar 2024
Dear Gustavo,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It is a pleasure to read that we fulfill your expectations and you loved everything in the resort, we work very hard to spoil our guests from the moment of their arrival until the moment of their departure. It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

8/10 Good

Glen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
As already mentioned, grounds are beautiful! Enjoyed the wildlife. Appreciated the easy access to the Xcaret park. Nice beach area - which is atypical for this rocky coast - but it’s an inlet /cove kind of. Food, for all inclusive was consistently good - quality and flavor. We did not utilize any of the restaurants as reservations had to be made early am and in person - Our check in experience was not good. Was given no information regarding meals, wifi, dining hours, etc. I assumed then that would all be in our room. When asked front desk - they referred us to ‘consierge’ in our building - There is a desk @ each building & throughout the property. BUT they were there to sell memberships to their travel club. They offered much information to guests who listened to their pitch. We avoided them - so, gathered most information from fellow guests. Tried a few times to call front desk or customer service / never an answer. But, we’re resourceful - figured it all out & enjoyed the stay.
Stayed 7 nights in Feb 2024
Response from expedia care on 24 Mar 2024
Dear Glen,Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience.We appreciated your sincere and constructive comments. We regret that you did not receive the welcome you deserve and that the necessary information was not provided, please know that we have a guest service team available from 7 am to 11 pm, who will be happy to assist you with whatever you need to have a pleasant stay and who can provide you with all the information about the hotel.Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Regards.

8/10 Good

Sally

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Louis M was an incredible server. Was very disappointed no inquiry about our VIP status. Transportation took us to the wrong hotel and when I requested a partial refund the hotel wasn’t accommodating at all. Stated since we got there the problem was resolved. The resolution wouldn’t have happened if I didn’t do my own problem solving. However the property, housekeeping, amenities and serving staff were excellent. But again I found if you had a problem as a guest I was on our own to resolve it.
Stayed 11 nights in Mar 2024
Response from expedia care on 24 Mar 2024
Dear Sally,Thank you for taking the time to share your Occidental at Xcaret Destination experience.We are sorry if we could not fulfill your expectations but we appreciated your sincere and constructive comments. I would like to clarify that the transportation agencies are external to the hotel, we regret that you have not received the necessary information, however, in the case of reimbursement, it must be requested directly with the transport agency contracted.Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards.

10/10 Excellent

Leticia

Liked: Cleanliness
Stayed 4 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Leticia,Queremos agradecerle por habernos elegido como su hogar durante sus vacaciones en el Caribe y por tomarse el tiempo de compartir su experiencia.Nos hace muy felices saber que estamos alcanzando nuestro objetivo, que es crear experiencias memorables en nuestros huéspedes. Por favor, sepa que uno de nuestros principales objetivos es trabajar día a día para mejorar constantemente nuestros servicios y la satisfacción de nuestros huéspedes.Siempre es un placer darles la bienvenida de nuevo, esperamos ser anfitriones de su estancia una vez más en un futuro cercano.Saludos cordiales,

6/10 Okay

Alicia

Liked: Staff & service
Stayed 6 nights in Mar 2024
Response from Expedia care on 25 Mar 2024
Dear Alicia,Thank you very much for taking the time to rate your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about the well-being of our guests and strive to make your vacation an unforgettable experience. Please accept our apologies for not living up to your expectations and thank you very much for taking the time to rate us as it gives us the opportunity to improve. We would love to have a second opportunity to demonstrate to you the high quality standards our brand is known for.Kind regards,

10/10 Excellent

Jeff

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful, vast property. The only resort that I have ever been to that you did not need to save a seat. The serving staff was friendly and personable (Leo and Victor) The staff at the dive show were always friendly and helpful.
Stayed 7 nights in Mar 2024
Response from Expedia care on 24 Mar 2024
Dear Jeff,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It gives me a great pride to know that our staffs are commended for their kindness and professionalism. We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

6/10 Okay

suzanne

Travelled with family, Travelled with group
Liked: Staff & service, amenities
We had a wedding party of 25 people. Each persons room was very worn down (tired). It was a big let down after planning for months. Mini bar was a fridge with Pepsi two waters two corona beers. Buffet was nice. Had one meal in steak house very good but couldn’t get booked into any others…understaffed. Drinks by pool lady didn’t come by until after 12.30 on two of the days. Lagoon and pools lovely.
Stayed 6 nights in Mar 2024
Response from Expedia care on 23 Mar 2024
Dear Suzanne,We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback.We appreciated your sincere and constructive comments, I have noted all your comments and suggestions which I will constructively use to improve our services and facilities.Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improve.We would love to have a second opportunity to demonstrate you the high-quality standards our brand is known for. Kind Regards.

2/10 Terrible

Dorjeda

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Not happy at all
Stayed 7 nights in Mar 2024
Response from Expedia care on 23 Mar 2024
Thank you very much for taking the time to rate your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about the well-being of our guests and strive to make your vacation an unforgettable experience. Please accept our apologies for not living up to your expectations and thank you very much for taking the time to rate us as it gives us the opportunity to improve. We would love to have a second opportunity to demonstrate to you the high quality standards our brand is known for.Kind regards,

8/10 Good

Giovanni

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The property is beautiful, quiet and full of nature all over. The staff are pleasant and friendly and the waiters service was amazing. I can't give the resort a 5 start because with my booking through Expedia I selected a room that came with a concierge which was more money and not one person during my entire stay presented themselves as my concierge. I had no help booking anything not even restaurant reservations. There are employees at the front of each hotel resort building which I assumed would be our concierge, but all they want to do is take you on a tour of the resort and try to sell you a timeshare with them. I feel that I was charged for a service that was not given because the room would have been cheaper without a “concierge”.
Stayed 5 nights in Mar 2024
Response from Expedia care on 22 Mar 2024
Dear Giovanni,Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience.We are sorry if we could not fulfill your expectations but we appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards.

10/10 Excellent

Jacqueline, Hammond

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was clean, the food at the restaurants was good and a lot of variety. Not as much choice in A la carte restaurants if you are vegetarian. The staff is friendly, helpful and accomodating, shout out to Edgar and Katiya from building 22. The evening entertainment needs some work as the shows are mediocre in comparison to other resorts. The daytime entertainment is geared more for adults in some areas. A foam party or some sort of activity for a larger group other than dance and arobics would be a nice addition instead of just activities where people are outside the pool in front of the crowd. We really enjoyed the resort and xcaret being within walking distance.
Stayed 13 nights in Mar 2024
Response from Expedia care on 24 Mar 2024
Dear Jacqueline,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It gives me a great pride to know that our staffs are commended for their kindness and professionalism. We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. . I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

4/10 Poor

IvanRogelio

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 8 nights in Mar 2024
Response from Expedia care on 23 Mar 2024
Estimado Iván, Muchas gracias por tomarse el tiempo de calificar su reciente experiencia en Occidental at Xcaret Destination. Nuestro objetivo es servir a todos nuestros huéspedes con el más alto nivel de servicio y satisfacción. Siempre nos preocupamos por el bienestar de nuestros huéspedes y nos esforzamos por hacer de sus vacaciones una experiencia inolvidable. Por favor, acepte nuestras disculpas por no estar a la altura de sus expectativas y muchas gracias por tomarse el tiempo para calificarnos ya que nos da la oportunidad de mejorar. Nos encantaría tener una segunda oportunidad para demostrarle los altos estándares de calidad por los que nuestra marca es conocida.Saludos cordiales,

10/10 Excellent

Miguel Angel Cortez hernandez

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place
Stayed 8 nights in Mar 2024
Response from Expedia care on 22 Mar 2024
Dear Miguel,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

10/10 Excellent

Joshua

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful
Stayed 5 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Joshua,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

8/10 Good

Richard James

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The problem with this property is because it is so large, people like my wife who has mobility issues are reliant on the too infrequent shuttles. The first night we arrived, by the time we checked in and got our luggage delivered, the shuttles had stopped running. It was too far to walk to the buffet restaurant, and the rest required reservations from the day before. We went the day without food for 24 hours, and just the 4 beers in the fridge for drinks.
Stayed 14 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Richard,Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience.Please remember that we have a Guest service department available all day, where we can assist you with any issue you may have and do your stay more pleasant.Your feedback is of the utmost importance to us in our daily efforts of providing the service and attention you deserve. Kind regards,

10/10 Excellent

Katherine

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing experience!
Stayed 4 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Katherine,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

8/10 Good

Teresa V

Travelled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
I liked the quietness, food options, nice pools and entertainment. Didn’t like the lack of transportation on the premise, slow check in service, lack of pool service, dirty pool areas. Did not see anyone picking up dirty glasses while we were at the pool. Area not swept or dirty water outside the pool cleaned.
Stayed 4 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Teresa,Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience.We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. I have noted all your comments and suggestions which we will constructively use to improve our services and facilities.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards.

8/10 Good

Ethan

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
I think it’s a great place to say, the resort has a beautiful private beach, great workers especially the bellboys helped me find a lost wallet, and they help you get taxis to leave the resort if you wish to do that. The only reason it doesn’t score a little higher is just the food quality, but it’s to be expected at an all inclusive resort. Highly recommend great resort to stay at !
Stayed 5 nights in Mar 2024
Response from Expedia care on 26 Mar 2024
Dear Ethan,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

10/10 Excellent

Cecilia

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful place to stay, amazing staff.
Stayed 4 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Cecilia,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

8/10 Good

Mynor

Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Me gusto mucho
Stayed 4 nights in Jan 2024
Response from Expedia care on 21 Mar 2024
Dear,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

8/10 Good

Daniel

Travelled with partner
Liked: Cleanliness, staff & service, amenities
The check in was not informative about the property . I didn't find out about important activities until my 3rd day at property. There wasn't much explained about dinning.
Stayed 4 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Daniel,We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback.Thank you for taking the time to give us your comments, suggestions, and point of view. I assure you we take every comment very serious to make sure we get better on our service, treatment, and full satisfaction of our guests to make you feel in home.Thank you for staying with us and I hope you will give us another opportunity to serve you.Kind regards,

10/10 Excellent

Tonya

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was a wonderful hotel. The beach was beautiful, clean, and the staff were so extremely friendly. Monica in the Asian fusion restaurant was so kind and helpful, she made the meal fun. Marbella in the buffet area always had a smile, we enjoyed seeing her everyday, She was fast and attentive to our needs. Emiliano the wait staff upstairs for the pizzaria and Taco area was so fun, so happy, and a true joy to be around. We felt like the staff really enjoyed their job and helping others. The hotel offered great entertainment, all staff were very helpful with getting around the big property, and many wonderful food options were included in the stay. They were so close to the Xcaret main park but still offer a fun boat ride to the entrance. We arrived earlier in the day and so we checked in at 1, they gave us a smart bracelet to access the beach and buffet until the room was ready. I was prepared to have a long wait to check in but the whole process in total ended up being roughly 30 min., with wait times. The rooms were very nice, very clean, and they were stocked with drinks, nut snacks, soap, shampoo, a comb, and a small vanity packet including a nail file. The pools and beach have oversized towels. There are options to get drinks throughout the whole property, the cabanas on the beach are first come first serve and there are many of them. We will return, this is a great hotel!
Stayed 5 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Tonya,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It gives me a great pride to know that our staffs are commended for their kindness and professionalism. It is a pleasure to read that we fulfill your expectations and you loved everything in the resort, we work very hard to spoil our guests from the moment of their arrival until the moment of their departure.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

10/10 Excellent

Josee

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We have been coming to this resort for 2 years now. Last year with our kids and this year just the two of us. We loved both trips. Options for both relaxing and active plans.
Stayed 7 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Josee,Thank you so much for choosing us as your home in México once again and fortaking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.Is great to read that you had wonderful time in the resort and enjoyed your stay. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

8/10 Good

Uriel

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful property with excellent views and services.
Stayed 3 nights in Mar 2024
Response from Expedia care on 21 Mar 2024
Dear Uriel,We would like to thank you for choosing us as your home during your vacations in the Caribbean and for taking the time to share your experience.It makes up so happy to know that we are reaching our goal, which is to create memorable experiences in our guest. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It is always a pleasure to welcome you back, we hope to be hosting your stay one more time in a close future.Kind regards,

10/10 Excellent

Kimberly Kay

Liked: Cleanliness, staff & service, property conditions & facilities
Entrance into Xcaret. Salt water pool
Stayed 6 nights in Mar 2024
Response from Expedia care on 19 Mar 2024
Dear Kimberly,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.Is great to read that you had wonderful time in the resort and enjoyed your stay, the proximity with Xcaret park and the facilities. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

8/10 Good

Jessica

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 5 nights in Mar 2024
Response from Expedia care on 19 Mar 2024
Dear Jessica,Thank you so much for choosing us as your home in México and for taking the time to rating us. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

6/10 Okay

Pedro

Staff could be rude sometime
Stayed 2 nights in Mar 2024
Response from Expedia care on 18 Mar 2024
Dear Pedro,Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience.We are surprised to read that our staff did not give you the attention that you deserve since they are recognized by offer you nothing but the best service and give you personalized attention without any distinction.I truly regret the inconveniences that you had during your stay. We pride ourselves on providing guests with amazing and memorable vacations, offering high quality service, and we regret that this was not what you experienced.We would love to have a second opportunity to demonstrate you the high-quality standards our brand is known for. Kind Regards.

10/10 Excellent

justin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was amazing! Hector from the pool bar was the best staff. He made our whole trip!!! That man was professional, hilarious, and all around great.
Stayed 9 nights in Mar 2024
Response from Expedia care on 18 Mar 2024
Dear Justin,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It gives me a great pride to know that our staffs are commended for their kindness and professionalism. We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.Kind regards,

2/10 Terrible

Whitney Lauren

Disliked: Cleanliness, staff & service, property conditions & facilities
No transportation from airport. No answer at front desk for all 7 days. Room hot, food mediocre. Everything over priced. Staff rude unless you were buying something
Stayed 7 nights in Mar 2024
Response from Expedia care on 18 Mar 2024
Dear Whitney,We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback.We appreciated your sincere and constructive comments, I have noted all your comments and suggestions which I will constructively use to improve our services and facilities.Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improve.We would love to have a second opportunity to demonstrate you the high-quality standards our brand is known for. Kind Regards.

10/10 Excellent

Ruben

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I’ve stayed here three times for vacation and every single time was amazing the food the staff and the property in itself have been a memorable experience for me and my family.I would like to take a moment to commend the team of waiters and waitresses who in every encounter extend a loving and professional hospitality that should not go unnoticed.Thank you Directors,Managers for your leadership and dedication .
Stayed 7 nights in Mar 2024
Response from Expedia care on 18 Mar 2024
Dear Ruben,Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience.It gives me a great pride to know that our staffs are commended for their kindness and professionalism. We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction.Having you back is what inspires us every day to give you the best service, we will welcome you back in a near future with open arms.Kind regards,