Occidental Tucancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12920 reviews

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  Amazing Staff Members & Service

  The staff members were truly amazing. We spent each night in the lobby bar and Armondo, Fransisco, Laura, & Antonio were always so pleasant, kind, accommodating. They made our stay 10x better. They were on top of cleaning, drink refills, and just stopping to chat with their bright attitudes. The staff everywhere were actually very friendly. Housekeeping always made sure our room was really tidy and stocked up. We had to call maintenance for our air conditioner and they came right away. We called for towels once and received them within minutes. My only complaint was the quality of the food. It was not very good. But again, the service at all the restraunts was phenomenal. The hotel is located right in the heart of the hotel zone and was the perfect location. 5 minute walk to jump on the city bus which was super easy to navigate around. The beaches were beautiful, the seaweed washed up on the shore but you always seen the tractors going along to try to clean it up the best they could. There was never really any garbage.

  Apr 29, 2025
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  Cancun 2025

  We came here for a bachelorette trip, upon arriving we did realize majority of the guests were couples, family’s and older people we were some of the youngest guests we noticed there at the time. I would recommend this resort more to family’s with young children as there are lots of amenities for them or someone who just wants to relax in the beach or pool. Although we didn’t think it was the right fit for our age group we did enjoy the resort and had a great time. The staff is friendly and especially Jose went above and beyond for us when we had some small issues in our room. There are 3 restaurants besides the Buffett ,although we were only able to try two we thought the service and quality of the food was great.

  Apr 28, 2025
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  Misleading! Not a 4.2 Star...Maybe a 2 Star

  The pros of our trip: Some very friendly staff (esp the lady at the Seafood Restaurant), the two shows we watched (magician and opera), and the short distance to the city (Coco Bongo and nightlife) Overall....Our stay at the Occidental Cancun was extremely disappointing. From the moment we arrived, we faced issues that no guest should have to deal with. We were placed in a room next to loud HVAC units, unable to sleep the first night. After pushing back against upsell attempts, we were finally moved—only after packing up, checking out, and leaving our luggage unsecured in the lobby for hours, preventing us from swimming or even showering. Basic amenities were lacking: no water bottles late at night, a constantly malfunctioning toilet, and a leaking shower that was never properly repaired. One evening, our room wasn’t even cleaned, and we were left to use beach towels to shower. Our phone didn’t work the entire stay — a serious safety concern — forcing us to use personal phones to call the front desk. Staff communication was poor and inconsistent, from basic supplies like toilet paper to the extremely rude Air Transat rep who refused to confirm our airport transfer time after we had app issues. The Wi-Fi was also unreliable, with full outages for two days. The beach setup was misleading — the hotel doesn’t own the beachfront, offers no umbrellas unless you pay $20 USD per day, and this information was not disclosed beforehand. Dining was stressful; you had to line up by 7 a.m. each day just to reserve a spot at the limited à la carte restaurants, which booked out within 30 minutes. On our last day, even though we weren't leaving until 3:30 PM, we had to check out at 11 AM and were stripped of all-inclusive privileges by 1 PM — despite booking a full all-inclusive package. This stay was full of disappointments and inconveniences. Definitely not the relaxing vacation we were promised or paid for considering it was marked as a 4.2 star. The three of us ladies have vacationed enough to know that this was not what it claimed to be. The 2 star rating is because that's what this was: a 2 star resort. There are better resorts to go to; we will not be returning.

  Apr 26, 2025
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  It was awesome, an excellent service, it was my birthday and the personal was so kind that they bring us a cake thxsss

  The room is really comfortable and practical, the bed is soft and the fridge has many sodas, there’s everything that you’ll need, the personal is very kind they bring you the best attention possible, if you don’t find something just ask and they’ll solve the issue

  Apr 23, 2025
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  Kindness can go a long way

  This review is based on our experience, which was both challenging at times regarding the rooms and the food. I believe that the staff here are not given the proper equipment or the proper funding for better accommodations. With that said if you are looking for fantastic kind people to help you I highly recommend ... Dalida Perez she offered us a smile and a hug every day she also was an awesome server we felt she was number one! She deserves credit for the amount of work, ethics and joy that she brings to this resort she felt like a sister to us! Laura Pat is an amazing waitress in the lobby. She cares about the people they are just not travellers we felt like family. Carlos Caamal is the greatest server he is in the Mexican Restaurant he is so much fun!! Tequila!! Rosario is a great server as well big smiles! The lounge bar is full of laughter and tequila lol Diana is a kind wonderful another sister! Jian is also a great greeter at the lobby. Big Smiles!!! The spa also is a great area to treat yourself. The girls there are phenomenal. Jose Martin is the glue that keeps this place standing with his dedication and kindness he works hard to serve everyone, if it weren’t for him, we would have left this resort. In all, it’s always said that “ if you know me, you can wow me and the staff here really showed us what working with … little they can do so much to encourage and motivate other’s mind bodies and soul

  Apr 21, 2025