Occidental at Xcaret Destination - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

25614 reviews

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  0/10

  From the moment we arrived, the experience was unacceptable and far below the quality that was advertised on your platform: After a long flight, no staff greeted us or assisted with our bags—a basic courtesy expected at a resort of this caliber. We spent over an hour waiting in line to check in. Once at the desk, we were given no information regarding restaurant hours, on-site events, or amenities. No luggage assistance was offered, and we had to walk nearly 20 minutes to our room. Upon arrival, the room was unclean and outdated: stained lamps and bedsheets, missing towel hooks, and extremely low water pressure. The food was substandard and not reflective of an all-inclusive resort. Worse, my sister suffered food poisoning from the meals and was sick for two days. Several offerings, such as the ice cream stand, were not included—contradicting the all-inclusive promise. There were no day events or entertainment, which again was not aligned with how the resort is marketed. Due to the health risks and overall poor conditions, we checked out early on June 7th and booked a new resort—which exceeded expectations and clearly highlighted the unacceptable experience at Occidental. This was a misleading and deeply disappointing experience, made worse by the health issues and added financial burden of rebooking.

  Jun 12, 2025
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  50th bday trip a bust ,

  I was very disappointed by my experience here for my 50th birthday almost noted in our reservations. Our rooms are far Away they didn’t even have a anything in the room, telling me happy birthday

  Jun 12, 2025
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  Family trip - Royal Service

  We recently stayed in one of the Royal Suites and a Royal Luxury room. While we ultimately enjoyed our time and appreciated the setting, the service during this stay was notably inconsistent compared to previous visits. On the second day, we reported a persistent banging noise near the restroom area in the Royal Suite. Unfortunately, it was not resolved, and we had to leave the TV on at night to drown out the noise in order to sleep. In the Royal Luxury room, we had requested a king bed but received two full beds instead. Several issues within the Royal Suite detracted from the experience: low water pressure in the shower, dirty glass on the bathroom, and discolored water (yellow/brown) when trying to use the jacuzzi. Additionally, room service was unreachable despite being provided with contact numbers by the lobby staff. We tried calling multiple times using the numbers given, but no one ever answered. On the day of our departure, we arranged with the lobby staff to have both our luggage and a ride for four guests picked up. Unfortunately, only the luggage was collected. Thankfully, I was able to ride with the bellboy, which was a relief since I had injured my foot and was unable to walk the distance to the lobby from the Royal area. On the brighter side, AC in the Royal suite was great and so was the bed. We did enjoy our stay overall, but the inconsistencies in service were disappointing, especially considering past experiences at this location. The push for a membership also felt somewhat out of place given the service issues, as consistency is key when considering that kind of investment. The place is beautiful though and there are lots of animals including deer and spider monkeys.

  Jun 08, 2025
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  Wouldn’t go back

  This place… what can I say. It was a disaster from beginning to end. Let me just preface by saying - if you want to use their transportation- just don’t. Also, apparently the earliest transportation to the airport if you use the hotels was 845am. Our flight is at 1130. This hotel is an hour away and God forbid something would hold you up on the road or in the airport , you’d miss your flight for sure. The staff just tell you what you want to hear to get you off their back. We called for a cart the morning of our departure because we were placed in the furthest building from the lobby. It’s a hike even without luggage , let alone a ton of heavy luggage. We waited half an hour for the cart and when we called they said we had to go to a meet point which was not said before. They said “ok, we’ll send one over”. Second time they called they said go to a meet point and someone will be right there. Fine. We went to the meet point. Still nothing. We’re trying to catch a flight here!! They think it’s a game. Would they have paid for our taxi that we had paid $70 for to the airport? Or our ticket back home if we missed it?? I don’t think so. Restaurant service is slow, staff is friendly enough. I wouldn’t come back here.

  Jun 08, 2025
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  Vacation that felt like prison

  Vacation felt like a prison sentence. Nearly all the restaurants were “specialty” places like the Oriental, steakhouse, and Taqueria—but every single one was disappointing and tasted awful. The food even gave me a bug or virus. On top of that, the beds were hard as rocks. Definitely not the relaxing getaway I was expecting.

  Jun 07, 2025