Occidental at Xcaret Destination - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26105 reviews

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  We had a awesome time. We'll be back.

  Unbelievable experience. All the staff were extremely helpful and very kind and friendly. Cynthia and Mariaj at front desk supplied us with all my answers. Aurora the supervisor at the xcaret went above and beyond to help me to get my parisailing photos. I thank you all for making our trip exciting. Memories of them all with stick with us forever. Thank so much. God bless you all. Cathy Dean Wendy Casselman. 🫶

  Nov 16, 2025
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  Humiliated, Injured and Starved: The REAL DIRT (and I do mean that LITRALLY)

  A person such as myself finds day-to-day life itself a daunting challenge, travel compounds these challenges immensely, Occidental at Xcaret took my challenges to nightmare proportions, and the truly sad thing is that no one really cares, they already have your money before you arrive, there is no need for them to do anything to truly help you enjoy your stay. Firstly, I am a disabled person, I have some mobility, but for the most part I require a wheelchair. I contacted the hotel prior to our stay to make what arrangements for as uncomplicated stay as possible ( a call that cost over $90 because they have no toll free number to call). I informed them of my disability and my need for a shower chair with a weight capacity of 350lbs, which I was assured would be made available, as well as a room an a main floor. The hotel boasts being accessible, wheelchair friendly, but IT IS NOT. The ramps are all incredibly steep and difficult to traverse, some even have steps you have to climb to GET TO the ramp. All buffets, and restaurants are either only accessible via elevators in the main building, which, if they are out of order, no food for you; or long uneven, unmarked paths to the snack bar, if it is open. There is no accessible beach nor ocean pool access for wheelchairs. The same with the shops and avenues for the shops, including the pharmacy, not accessible to anyone in a wheelchair, steps at EVERY entrance and no railings to assist anyone who may have the ability to make the step. The night we arrived we were booked on the 3rd floor, upon our first trip to our room, the elevator for our building broke down, I had to navigate two large flights of stairs to get to the lobby level, a painful and exhausting decent, for me, as well as my husband who had to carry my wheelchair down. We also waited for the delivery of our luggage from the bellhop for over an hour, I was not happy having it out of our sight in a pile of all the other guests luggage by the front of the hotel, often with no hotel staff watching over it. We were eventually relocated to the main floor, and had to be moved again due to water damage to the ceiling of the second room. I will say these transitions were made as quickly and as smoothly as possible, we found the majority of the hotel staff incredible, attentive, willing to help without demands to be tipped. (This praise does NOT extend to ANY waitstaff or ANY person dealing with food or beverage service!) Next problem we had was the shower, there was little to no water pressure at ANY TIME, and a shower during peak times was a constant fluctuation between being scalded or chilled . Secondly, the shower chair provided, obviously not up the the weight capacity requested and ensured by the hotel staff that it would be, broke under me while showering the second time and I was injured, twisted my back, and shoulder, hit my head and bruised my knees trying to get up because the grab bars are not where they need to be. It was while crawling wet and naked across a cold wet floor using towels to protect myself from more injury, I discovered how lapsed cleanliness in this hotel is as well, I shudder to remember! The next review I have is the food, which is ABISMAL at best. I have an allergy to all forms of fresh onion used in any dish; whether the main buffet, snack bar, restaurants, none of the places where one can find food at Occidental Xcaret were any real provisions made to help me find something that I could eat, much less enjoy. For the most part I was informed, unregretfully that I would not be accommodated, that I was on my own. SO for 7 days I had pancakes for breakfast and ham and cheese sandwiches for lunch and dinner. Except two nights, one at the seafood restaurant, food was good there, even with most of my meal not being replaced due to allergy merely omitted; and the last night at the oriental, where I was given two options, one kind of sushi and salmon teriyaki, I don't eat salmon, but the waitress did offer me chicken instead of salmon, I was given a tough, overcooked chicken breast and steamed rice, no sauce, no nothing, just plain white rice. Also portion sizes at the AL a Cart "restaurants", PLEASE, I'm a person with a very small apatite, other restaurants I usually only order a main and have to take most of my meal home; at Occidental at Xcaret, the two restaurants we went to, I had an appetizer, an entrée, and a dessert, and still came away hungry. We had several in our party with allergies, the others were accommodated by wait staff, for a price, of course. No tip, no accommodation for food allergies- I didn't learn this until our last day. Also, there was little to no variation to the dishes offered, I assume this is true of every all-inclusive buffets, but the offerings here were truly poor, how people can mess up mashed potatoes that badly is beyond me! We had tried SEVERAL TIMES via e-mail, via phone to contact the spa to book or enquire about treatments but and were never replied to. I had been looking forward to visiting the spa at Occidental at Xcaret, I did not when I looked at the prices! They want $240 USD for a 60 min. regular massage. After a 20 min. $50 return taxi, I got a 4 hand 60 min massage for $80, so for $110USD LESS, I got a superior massage. I always have trouble with my legs when I travel, I thought, on our last day I would have one of the advertised "Tired Leg Treatments", listed as $50USD. I went to the desk to set up the appointment, it was last minute, but I thought I'd take a chance to see if they could fit me in, and they had an opening, the desk clerk connected me with the spa and the spa manager offered me an upgrade to my treatment, hot and cold pools, that could really help to augment the treatment, I asked how much the "upgrade" will be she said it would be included in the price of the tired leg treatment and they could take me an hour or so later, so I agreed and booked; then she dropped the bomb, "so the cost of your treatment will be $145 USD, so please bring you credit card with you". I admit it took me WAY too long for my indignance to register, but needless to say, I never showed up for my appointment. It is no wonder that according to the bellhop, the spa struggles to find clients! Bottom line; price, star ratings, advertisements, nothing, guarantees a good stay, decent food, cleanliness, or staff who give damn! Also DO NOT USE THE ATM's at the hotel, we lost $500MXN, and SO MANY OTHERS had the same or worse happen to them when trying to use them!!!!!

  Nov 15, 2025
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  Great vacation

  Andrea and Giovanna were very friendly and informative about the resort. Felt right at home after day 1. Resort has everything one needs for a great holiday. Lots of wildlife and entertainment.

  Nov 14, 2025
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  Family vacation

  Great service very clean Beautiful property I enjoyed the wildlife and jungle feel The spa was fantastic

  Nov 14, 2025
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  Beautiful grounds! Food and drink Subpar

  Beautiful resort. Unfortunately food and drinks were underwhelming. I wish gastronomy matched the gorgeous grounds.

  Nov 13, 2025