Hotel Beach Views  Occidental Grand Xcaret Resort
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Carretera Chetumal Puerto Juárez Km. 282   77710 Riviera Maya, Quintana Roo ,   México  


Places of Interest

63.2 km  Cancun International Airport

5 min. Playa del Carmen

58 km Tulum

41 km Xel há

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Royal Level at Occidental at Xcaret Destination

4.0/5 Round Indicators
| 15403 Reviews

TOTAL EVALUATION

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DETAILED EVALUATION

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Quality/price ratio

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Location

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Quality of sleep

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Rooms

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Cleaning

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Service


core.litOpiniones

Excellent

46% Complete

7142

Very good

31% Complete

4824

Average

12% Complete

1902

Poor

5% Complete

865

Very poor

4% Complete

670

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    Round Indicators
    N1ckH 09/17/2018 Couples

    “Beautiful place but could be better”

    This is my third time in Mexico however the first at this Hotel and we chose it as it looked beautiful and vast when searching the internet and holiday companies pages and was a little different than the 2 previous visits to the country s this was more jungle based rather than being on the beach. The grounds are lovely and a large array of animals roam free. Each building block has it’s own concierge service which is nice and they are friendly, pleasant and very helpful. On arrival we had a problem with the Toilet and we reported to the front desk as the concierge guys had left by the time we arrived and very little seemed to be done, however when I spoke with the person in the block the next morning, it was done within 20 minutes The rooms are nice and cleaned daily and the minibar is restocked daily too. If you’re only English speaking then be advised that only 3 TV channels are in English regardless of what the little list on the bed side cabinet says! The pool area has 3 separate but attached pools however only 1 has a Bar. And as the pools are not connected, you have to get out and embark on a couple of minutes walk to get a drink. We were situated by the activities hut which in all honesty would make more sense to turn in to a bar. This was the general consensus of those we spoke with around the pool. As the pool is surrounded by trees, there is quite a bit of leaf fall in to the water however they do try and keep up with maintaining the cleanliness. And at no point was there any need to do that ‘Reserve a sun bed with you towel’ thing. Food - The breakfast buffet is nice and has a good selection for everyone. From the fry up to fruit and pastries, cereal etc The lunch buffet is not too bad and has a good snack selection however the Evening Buffet is poor in my personal opinion. It’s no where near as good as other places I’ve visited in Mexico. The variety is small and there’s no ‘safety net’ food such as Burgers and Chips (fries) which most people will eat if they can’t find anything else that they like amongst the evening choices. The Speciality restaurants however are different class and are on par with some of the best restaurants I have eaten in around the world. Portions are typically pretentious but the food is 👌🏻 Another good thing about the speciality restaurants is that there is no booking required and no limits to how many visits throughout the duration of your stay. And they are all located close to each other. Staff are typically amazing and friendly and Julio Valdez the waiter in the Buffet delivered the best service by far throughout our stay. There is evening entertainment daily and constant activities around the pool during the day. The beach is clean and tidy and again, no sun bed issues. There are 3 areas to the Resort which were standard accommodation, Royal Club (for those who booked direct with Barcelo and get perks) and First Club which I assume is another step up from standard. We did wander into the Royal club beach bar (which was empty at the time) and they wouldn’t serve a drink because I wasn’t in Royal club accommodation. Instead I had to walk down a few stairs to the bar below..... which served exactly the same drinks. Those visiting the Xcaret Park will benefit from the 5 minute walk with dedicated park entrance. Whilst we were there, we had a few days constant rain due to tropical storms and be warned, if you come here when it’s raining then there is nothing else to do as there is no indoor activity room. It truly is a beautiful place when it’s sunny and dry It has a little way to go to be as good as the other Barcelo hotels I’ve stayed in Mexico
    Round Indicators
    Gayle B 09/17/2018 Couples

    “Excellent”

    Fantastic holiday & excellent staff, nothing as been too much trouble, especially Roman Diaz from the buffet bar, he went above & beyond to service our needs....he alone deserves 5*****. The resort is excellent & what we expected, this certainly exceeded it!!!
    Round Indicators
    raulortega49 09/17/2018 Couples

    “Cancun get away”

    My stay here was really good and I will def be coming back. It was my first time in Cancun and my resort was beyond helpful. I will def be telling my family and friends about my stay this past week at my resort.
    Round Indicators
    sarah C 09/17/2018 Couples

    “front desk horrible service”

    We booked rhe trip through Expedia for an all inclusive vacation. The flight there was great,but everything changed once we arrived at the resort. When we arrived at the room, we discovered the room didn't have a king bed. When we went back to the front desk, we were told there would be a $350.00USD up charge to get a room with a king bed. We were then informed that internet was an additional charge as well. Over the vacation, every time we tried calling the front desk or customer service, nobody answered the phone. Besides the front desk and customer service, the staff was pleasant and helpful. The food was good, but not worth having to dress up for every night. Overall, we will look for another resort for our next vacation.

    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
     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 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 would like to clarify that we do not charge for the type of bed, the situation was that there was no other room with a king bed with the same category and for that reason they offered an upgrade to get the king bed. It is very important that a request is always subject to availability, we always do our best to please our clients. in regards of the WIFI, we do not offer this service for free in our website or call center. We hope you give us the chance to demonstrate you that our main goal is to create unforgettable experiences with a high quality service. Regards.

    Round Indicators
    dihannek Central Florida, Florida. 09/17/2018 Couples

    “Enjoyed but needing a few things.”

    We arrived at the hotel and we loved the open air lobby the design of the riverwalk shops, etc. and all the wildlife. We had an enjoyable stay. It was nice to be able to access the Xcaret park by walking. The food and drink was included had a good selection to choose from. The main drawbacks from this hotel is the lack of free wifi either in the lobby or the rooms and the per diem price to pay for it is quite ridiculous. Either allow people free wifi in the lobby or make the entire resort free wifi. Also, the hotel needs to pay attention to the repair issues of fixing broken tiles around the pools and cleaning up black mold. A free shuttle service into Playa del Carmen twice a day would be nice. The microwave in our room was not connected and we couldn't use it. It would be nice to have the option to purchase movies on demand in the room on those rainy days.

    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
     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 I 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.

    EVALUATION

    Round Indicators

    • september 17 2018
    • Couples

    N1ckH

    “Beautiful place but could be better”


    This is my third time in Mexico however the first at this Hotel and we chose it as it looked beautiful and vast when searching the internet and holiday companies pages and was a little different than the 2 previous visits to the country s this was more jungle based rather than being on the beach. The grounds are lovely and a large array of animals roam free. Each building block has it’s own concierge service which is nice and they are friendly, pleasant and very helpful. On arrival we had a problem with the Toilet and we reported to the front desk as the concierge guys had left by the time we arrived and very little seemed to be done, however when I spoke with the person in the block the next morning, it was done within 20 minutes The rooms are nice and cleaned daily and the minibar is restocked daily too. If you’re only English speaking then be advised that only 3 TV channels are in English regardless of what the little list on the bed side cabinet says! The pool area has 3 separate but attached pools however only 1 has a Bar. And as the pools are not connected, you have to get out and embark on a couple of minutes walk to get a drink. We were situated by the activities hut which in all honesty would make more sense to turn in to a bar. This was the general consensus of those we spoke with around the pool. As the pool is surrounded by trees, there is quite a bit of leaf fall in to the water however they do try and keep up with maintaining the cleanliness. And at no point was there any need to do that ‘Reserve a sun bed with you towel’ thing. Food - The breakfast buffet is nice and has a good selection for everyone. From the fry up to fruit and pastries, cereal etc The lunch buffet is not too bad and has a good snack selection however the Evening Buffet is poor in my personal opinion. It’s no where near as good as other places I’ve visited in Mexico. The variety is small and there’s no ‘safety net’ food such as Burgers and Chips (fries) which most people will eat if they can’t find anything else that they like amongst the evening choices. The Speciality restaurants however are different class and are on par with some of the best restaurants I have eaten in around the world. Portions are typically pretentious but the food is 👌🏻 Another good thing about the speciality restaurants is that there is no booking required and no limits to how many visits throughout the duration of your stay. And they are all located close to each other. Staff are typically amazing and friendly and Julio Valdez the waiter in the Buffet delivered the best service by far throughout our stay. There is evening entertainment daily and constant activities around the pool during the day. The beach is clean and tidy and again, no sun bed issues. There are 3 areas to the Resort which were standard accommodation, Royal Club (for those who booked direct with Barcelo and get perks) and First Club which I assume is another step up from standard. We did wander into the Royal club beach bar (which was empty at the time) and they wouldn’t serve a drink because I wasn’t in Royal club accommodation. Instead I had to walk down a few stairs to the bar below..... which served exactly the same drinks. Those visiting the Xcaret Park will benefit from the 5 minute walk with dedicated park entrance. Whilst we were there, we had a few days constant rain due to tropical storms and be warned, if you come here when it’s raining then there is nothing else to do as there is no indoor activity room. It truly is a beautiful place when it’s sunny and dry It has a little way to go to be as good as the other Barcelo hotels I’ve stayed in Mexico


    EVALUATION

    Round Indicators

    • september 17 2018
    • Couples

    Gayle B

    “Excellent”


    Fantastic holiday & excellent staff, nothing as been too much trouble, especially Roman Diaz from the buffet bar, he went above & beyond to service our needs....he alone deserves 5*****. The resort is excellent & what we expected, this certainly exceeded it!!!


    EVALUATION

    Round Indicators

    • september 17 2018
    • Couples

    raulortega49

    “Cancun get away”


    My stay here was really good and I will def be coming back. It was my first time in Cancun and my resort was beyond helpful. I will def be telling my family and friends about my stay this past week at my resort.


    EVALUATION

    Round Indicators

    • september 17 2018
    • Couples

    sarah C

    “front desk horrible service”


    We booked rhe trip through Expedia for an all inclusive vacation. The flight there was great,but everything changed once we arrived at the resort. When we arrived at the room, we discovered the room didn't have a king bed. When we went back to the front desk, we were told there would be a $350.00USD up charge to get a room with a king bed. We were then informed that internet was an additional charge as well. Over the vacation, every time we tried calling the front desk or customer service, nobody answered the phone. Besides the front desk and customer service, the staff was pleasant and helpful. The food was good, but not worth having to dress up for every night. Overall, we will look for another resort for our next vacation.


    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
    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 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 would like to clarify that we do not charge for the type of bed, the situation was that there was no other room with a king bed with the same category and for that reason they offered an upgrade to get the king bed. It is very important that a request is always subject to availability, we always do our best to please our clients. in regards of the WIFI, we do not offer this service for free in our website or call center. We hope you give us the chance to demonstrate you that our main goal is to create unforgettable experiences with a high quality service. Regards.

    EVALUATION

    Round Indicators

    • september 17 2018
    • Central Florida, Florida
    • Couples

    dihannek

    “Enjoyed but needing a few things.”


    We arrived at the hotel and we loved the open air lobby the design of the riverwalk shops, etc. and all the wildlife. We had an enjoyable stay. It was nice to be able to access the Xcaret park by walking. The food and drink was included had a good selection to choose from. The main drawbacks from this hotel is the lack of free wifi either in the lobby or the rooms and the per diem price to pay for it is quite ridiculous. Either allow people free wifi in the lobby or make the entire resort free wifi. Also, the hotel needs to pay attention to the repair issues of fixing broken tiles around the pools and cleaning up black mold. A free shuttle service into Playa del Carmen twice a day would be nice. The microwave in our room was not connected and we couldn't use it. It would be nice to have the option to purchase movies on demand in the room on those rainy days.


    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
    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 I 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.

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