Hotel Beach Views  Occidental Grand Xcaret Resort
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Map and location

Carretera Federal Chetumal   Puerto Juárez Km. 282 77710 Playa del Carmen , Solidaridad - Quintana Roo   México  


Points of Interest

39 mi  Cancún International Airport 

2 mi Playa del Carmen

25.5 mi Xel-Há

Just a few steps away Xcaret Park

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Prizes and Awards

Guest reviews.

There is no better expert than a traveller.

Occidental at Xcaret Destination

4.0/5 Round Indicators
| 17463 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


Comments

Excellent

47% Complete

8377

Very good

30% Complete

5302

Average

11% Complete

2088

Poor

5% Complete

951

Very poor

4% Complete

745

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    Round Indicators
    Dream19494858573 Chesapeake, Virginia. 06/26/2019 Family

    “My thoughts on Occidental at Xcaret”

    Took my family on our first ever “family vacation” and it was a complete and total disappointment. I paid for the royal level experience and for us it was anything but royal. We were supposed to get a VIP check-in but stood around the main lobby for nearly 30 minutes before anyone realized that we were supposed to get VIP check-in. Once realizing that they had a bellhop walk us all the way across the property to the royal level vice having our entire party put on one of the VIP carts and taken to our check-in location like we later seen other guests receive. There was supposed to be champagne offered to us at check-in which didn’t happen, hell they didn’t even offer us a bottle of water. The concierge desk representatives were less than hospitable taking numerous phone calls while trying to check us in which ultimately extended our check-in process by about an hour. After being on a plane all day the last thing anyone wants to do is have to stand around and wait twice. We finally get taken to our room which is supposed to have a minibar and two beds to find there there is no minibar and a single king bed. When the trip was booked it was clearly stated there was going to be 3 adults in each room. Having disk issues in my back a pull out just isn’t royal let alone comfortable. Talking to the concierge office about the lack of beds and that the sleeping arrangements we not what we booked we were told sorry they were fully booked and we’d basically have to deal with it. This being a large resort there was no tour of the resort until over half way through the second day, thanks Moses. I should mention that other guests got this tour immediately after checking in along with champagne and a VIP cart ride from the lobby. The food and restaurants were the best parts of this trip and there was a great variety of food to please all tastes. The bars were on point and the bartenders knew how to make everything you could ask for and they were friendly. The waitresses and wait staff were also exceptional. The Xcaret park is a waste of money. Once into the park they want to charge you extra to do everything inside the park. Wasted money! I would definitely recommend a prepaid transportation to and from the airport. While we got a great price ($65) for a van ride to the resort (6 people) the return trip left no options other than to pay a set price of $120 (1 van or 2 cars) All in all it was a good time but the ball was definitely dropped by the resort staff and I personally will never visit another resort owned by Barcelo Hotel Group.
    Round Indicators
    64jorgez 06/25/2019 Family

    “EXCELLENT ”

    Absolutely loved this hotel !! Mark Shamshoian vas very friendly and helpful through out my stay! Jefferson was also such an amazing and fun person! He was our tour guide at Xoximilco and made my experience there awesome!! I would recommend this hotel to anyone !!!

    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. 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. Regards.

    Round Indicators
    Travel10013100886 San Diego, California. 06/25/2019 Family

    “Unbelievable Experience!”

    Everytime we stay here at Occidental Xcaret we are blown away with not only the beautiful jungle scenery, amazing landscape and architecture but most importantly the excellence in customer service! We are treated everyday with warm smiles and amazing hospitality! We always look forward to coming here and making this an annual destination. In fact, we have recommended this place to at least 7 friends and they have all told us that they fell in love with everything! Special thanks to the entire staff but especially Jose and Eva in First Club and Julio in Club de Playa. Thanks for making our graduation/parents anniversary so memorable! See you soon!

    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
     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. It gives me a great pride to know that our staffs are commended for their kindness and professionalism. I will share your comments with the team, I am sure that this will serve as an encouragement to our staffs as we constantly strive to provide consistent quality of service to our guests. It is indeed a pleasure to receive such a nice review highlighting our facilities, services, and most of all, our staff professionalism and kindness. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. The biggest compliment that our team can get is your desire to return. It will be our pleasure to welcome you once again. Regards,

    Round Indicators
    thetravelingfamily88 06/25/2019 Couples

    “Horrible experince”

    I will start by saying this hotel is beautiful. What make is so bad is front desk specially the "supervisor". My experience was horrible and wish upper management would contact me. Upon arrival at 3pm the lady at check in was taking very long to assign us a room, I then asked what was the wait and she replied "we are almost done" she proceeded to inform us the salt water pool was an area just for members, I informed her no where on the website stated that. The supervisor comes and says there's nothing he can do he cannot give us access to that area. As we are standing there sweating from how hot it is they are still trying to "find us a room" I again ask him this time what was the wait, I look at the clock and is almost 5pm and we are still waiting, the lady is on the phone and not responding to my question of why the wait. We were standing there tired from a long flight, hungry and yet no room. We finally get a room key at 5:30pm, no apology from the "supervisor" not a single word just "here's your key" and the lady checking us in is laughing as I'm explaining to him my frustration with this experience, I wanted to cry at this point. We go to BUILDING 19 (A very, very long walk from front desk) just to arrive and the key does not work. At this point we are more than frustrated. My husband goes back to front desk and they say "the key seems to be working fine for me" my husbands informed him he had just came from the room and the key card does not work ad we needed a new one. from arrival at 3pm we were in our room at 6:30pm. 3 1/2 hours to check in, THIS IS UNACCEPTABLE when you're PAYING for your stay and to be treated this way is terrible. Something needs to be done with front desk they care less, no Customer service or care in the world for their guest. As much as we wanted to love this place this whole experience just ruined our first day thanks the lack of professionalism. I will not be returning to this resort sadly. The other employers around the resort are nice and kind. One of the maintenance guys around our building noticed we were having trouble accessing our room and help us get in our room with a master key as the one they gave us still did not work and front desk did nothing to help. I wish to be contacted in regards to this horrible experience.

    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. I'm really sorry for the lack information from our Front Desk, please know that all our guests are welcome to use the salty pool, we only have private area at the beach for the Royal Level. But everything else you are free to go. We are concerned about the lack of service during your check in, our front desk team has been aware. We assure you it will not happen again. We have requested that our Front Office manager review the training process and address this situation with the rest of our team at the front desk. 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. Regards.

    Round Indicators
    OchoFabo San Diego, California. 06/25/2019 Family

    “Everything You Want in an All-Inclusive Tropical Resort”

    I booked my graduation/parents anniversary here and I can't express how awesome this location is. You're basically in a tropical jungle surrounded by the sounds of birds, beautiful landscaping and architecture. Not to mention the amazing pools and views. What adds to your experience is the amazing customer service and staff. They make your vacation become a dream vacation by their friendliness and excellence in customer service. We were always treated with a warm genuine smile. The amazing staff made it feel like it was truly Mi Casa Su Casa, Wanted to give a special thank you, Jose and Eva, in First Club and to Julio our amazing waiter in Club Del Playa. Thanks Occidental well be back soon!

    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
     We really appreciate that you take the time to share your incredible experience with the community. We are absolutely delighted to read you felt warmly welcomed and that the hotel provided a personalized and friendly atmosphere. It gives me a great pride to know that our staffs are commended for their kindness and professionalism. I will share your comments with the team, I am sure that this will serve as an encouragement to our staffs as we constantly strive to provide consistent quality of service to our guests. It was and it always will be a pleasure to host you, do not hesitate to contact me if you have special requests for your next visit, I will be really pleased to help you. Regards,

    EVALUATION

    Round Indicators

    • june 26 2019
    • Chesapeake, Virginia
    • Family

    Dream19494858573

    “My thoughts on Occidental at Xcaret”


    Took my family on our first ever “family vacation” and it was a complete and total disappointment. I paid for the royal level experience and for us it was anything but royal. We were supposed to get a VIP check-in but stood around the main lobby for nearly 30 minutes before anyone realized that we were supposed to get VIP check-in. Once realizing that they had a bellhop walk us all the way across the property to the royal level vice having our entire party put on one of the VIP carts and taken to our check-in location like we later seen other guests receive. There was supposed to be champagne offered to us at check-in which didn’t happen, hell they didn’t even offer us a bottle of water. The concierge desk representatives were less than hospitable taking numerous phone calls while trying to check us in which ultimately extended our check-in process by about an hour. After being on a plane all day the last thing anyone wants to do is have to stand around and wait twice. We finally get taken to our room which is supposed to have a minibar and two beds to find there there is no minibar and a single king bed. When the trip was booked it was clearly stated there was going to be 3 adults in each room. Having disk issues in my back a pull out just isn’t royal let alone comfortable. Talking to the concierge office about the lack of beds and that the sleeping arrangements we not what we booked we were told sorry they were fully booked and we’d basically have to deal with it. This being a large resort there was no tour of the resort until over half way through the second day, thanks Moses. I should mention that other guests got this tour immediately after checking in along with champagne and a VIP cart ride from the lobby. The food and restaurants were the best parts of this trip and there was a great variety of food to please all tastes. The bars were on point and the bartenders knew how to make everything you could ask for and they were friendly. The waitresses and wait staff were also exceptional. The Xcaret park is a waste of money. Once into the park they want to charge you extra to do everything inside the park. Wasted money! I would definitely recommend a prepaid transportation to and from the airport. While we got a great price ($65) for a van ride to the resort (6 people) the return trip left no options other than to pay a set price of $120 (1 van or 2 cars) All in all it was a good time but the ball was definitely dropped by the resort staff and I personally will never visit another resort owned by Barcelo Hotel Group.


    EVALUATION

    Round Indicators

    • june 25 2019
    • Family

    64jorgez

    “EXCELLENT ”


    Absolutely loved this hotel !! Mark Shamshoian vas very friendly and helpful through out my stay! Jefferson was also such an amazing and fun person! He was our tour guide at Xoximilco and made my experience there awesome!! I would recommend this hotel to anyone !!!


    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. 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. Regards.

    EVALUATION

    Round Indicators

    • june 25 2019
    • San Diego, California
    • Family

    Travel10013100886

    “Unbelievable Experience!”


    Everytime we stay here at Occidental Xcaret we are blown away with not only the beautiful jungle scenery, amazing landscape and architecture but most importantly the excellence in customer service! We are treated everyday with warm smiles and amazing hospitality! We always look forward to coming here and making this an annual destination. In fact, we have recommended this place to at least 7 friends and they have all told us that they fell in love with everything! Special thanks to the entire staff but especially Jose and Eva in First Club and Julio in Club de Playa. Thanks for making our graduation/parents anniversary so memorable! See you soon!


    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
    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. It gives me a great pride to know that our staffs are commended for their kindness and professionalism. I will share your comments with the team, I am sure that this will serve as an encouragement to our staffs as we constantly strive to provide consistent quality of service to our guests. It is indeed a pleasure to receive such a nice review highlighting our facilities, services, and most of all, our staff professionalism and kindness. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. The biggest compliment that our team can get is your desire to return. It will be our pleasure to welcome you once again. Regards,

    EVALUATION

    Round Indicators

    • june 25 2019
    • Couples

    thetravelingfamily88

    “Horrible experince”


    I will start by saying this hotel is beautiful. What make is so bad is front desk specially the "supervisor". My experience was horrible and wish upper management would contact me. Upon arrival at 3pm the lady at check in was taking very long to assign us a room, I then asked what was the wait and she replied "we are almost done" she proceeded to inform us the salt water pool was an area just for members, I informed her no where on the website stated that. The supervisor comes and says there's nothing he can do he cannot give us access to that area. As we are standing there sweating from how hot it is they are still trying to "find us a room" I again ask him this time what was the wait, I look at the clock and is almost 5pm and we are still waiting, the lady is on the phone and not responding to my question of why the wait. We were standing there tired from a long flight, hungry and yet no room. We finally get a room key at 5:30pm, no apology from the "supervisor" not a single word just "here's your key" and the lady checking us in is laughing as I'm explaining to him my frustration with this experience, I wanted to cry at this point. We go to BUILDING 19 (A very, very long walk from front desk) just to arrive and the key does not work. At this point we are more than frustrated. My husband goes back to front desk and they say "the key seems to be working fine for me" my husbands informed him he had just came from the room and the key card does not work ad we needed a new one. from arrival at 3pm we were in our room at 6:30pm. 3 1/2 hours to check in, THIS IS UNACCEPTABLE when you're PAYING for your stay and to be treated this way is terrible. Something needs to be done with front desk they care less, no Customer service or care in the world for their guest. As much as we wanted to love this place this whole experience just ruined our first day thanks the lack of professionalism. I will not be returning to this resort sadly. The other employers around the resort are nice and kind. One of the maintenance guys around our building noticed we were having trouble accessing our room and help us get in our room with a master key as the one they gave us still did not work and front desk did nothing to help. I wish to be contacted in regards to this horrible experience.


    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. I'm really sorry for the lack information from our Front Desk, please know that all our guests are welcome to use the salty pool, we only have private area at the beach for the Royal Level. But everything else you are free to go. We are concerned about the lack of service during your check in, our front desk team has been aware. We assure you it will not happen again. We have requested that our Front Office manager review the training process and address this situation with the rest of our team at the front desk. 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. Regards.

    EVALUATION

    Round Indicators

    • june 25 2019
    • San Diego, California
    • Family

    OchoFabo

    “Everything You Want in an All-Inclusive Tropical Resort”


    I booked my graduation/parents anniversary here and I can't express how awesome this location is. You're basically in a tropical jungle surrounded by the sounds of birds, beautiful landscaping and architecture. Not to mention the amazing pools and views. What adds to your experience is the amazing customer service and staff. They make your vacation become a dream vacation by their friendliness and excellence in customer service. We were always treated with a warm genuine smile. The amazing staff made it feel like it was truly Mi Casa Su Casa, Wanted to give a special thank you, Jose and Eva, in First Club and to Julio our amazing waiter in Club Del Playa. Thanks Occidental well be back soon!


    OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this review
    We really appreciate that you take the time to share your incredible experience with the community. We are absolutely delighted to read you felt warmly welcomed and that the hotel provided a personalized and friendly atmosphere. It gives me a great pride to know that our staffs are commended for their kindness and professionalism. I will share your comments with the team, I am sure that this will serve as an encouragement to our staffs as we constantly strive to provide consistent quality of service to our guests. It was and it always will be a pleasure to host you, do not hesitate to contact me if you have special requests for your next visit, I will be really pleased to help you. Regards,

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