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“Some staff only tip orientated”

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Occidental at Xcaret Destination
Ranked #71 of 213 Hotels in Playa del Carmen
Certificate of Excellence
Reviewed 2 August 2014

Had a great time but,there were one or two issues with staff, some were only interested in helping their own native Mexicans or those who tipped, you could be sitting down to dinner ordering some drinks ,but the people who arrived 10 mins after you get theirs first! The wait for tables at main buffet can get quite long, for large groups 5 and above. The food is good ,but we did struggle with the kids sometimes at the main buffet. The snack bars were good , with hotdogs burgers pizza etc. Please check your kids drinks as mine were served Pepsi with a good deal of rum in them. Unfortunatly the waitress service around the main pool is quite infrequent. The beach is man made and not very big, and it really bugs me why people put their towels on beds then you don't see them till afternoon. This resort is huge,but there are little golf buggies taking people around. There are plenty of sun beds around the pools and were always some spare. The rooms were good but we did have issues with key cards not working, don't know why they put concierges in each block as ours was not interested in helping us at all. There are lots of lizards around ,and also lots of lizard waste, we also saw a couple of snakes and a big hairy spider. The park next door was ok, we got the unlimited access, but for a two day pass was $149 ,and honestly I think you could do it all in two days. Player del carmen was an absolute rip off, if your going from England please take Mexican money as you get better rates than dollars, if you pay in dollars they then convert it to paeso s ,usually the rate would be around 14 to the dollar, if your lucky you might get 11. Before I went I checked out trip advisor and I was worried about the food, but my kids are quite fussy eaters, but we always found something for them, would I go back, yes with out a doubt, it's not the best hotel I've been to ,and could do with some updating in places, but we all had a great time.

Room Tip: Blocks19 and20 quite central location and right by main pool, beds are quite hard but you get used t...
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  • Stayed: July 2014, travelled with family
    • Location
    • Rooms
    • Service
3  Thank RachaelShearing
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 5 August 2014

Dear RachaelShearing,

We are glad to hear that your stay with us was pleasant and that you enjoyed every minute in Occidental Grand Xcaret.

Thank you very much for taking the time to write us , we will communicate this inconveniences with all our team , so we can continue offering a high quality service ,

Best regards from México!

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5,311 - 5,317 of 13,448 reviews

Reviewed 1 August 2014

I stayed here for 2 weeks in July, it was amazing. The staff are sooo great! There was Moses and Roberto and they were so helpful and friendly towards myself and my mum. The best part of my holiday were the waiters, Manuel Torres and Juan Carlos!! They always looked after us and were so helpful and friendly, my mum and I loved them! The actual resort was amazing and so relaxing, had the best holiday, coming back in November!! :)

  • Stayed: July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
1  Thank Mercedes A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 5 August 2014

Dear Mercedes A,

Thank you so much for taking the time to post a review on the site following your stay with us. We are thrilled to hear that we surpassed your expectations and that the greatest asset of the hotel is the staff.

It is so nice to read such lovely feedback and is very motivating to all the team who do work incredibly hard to make our guests stay memorable.

We love having guests like you!

It would be a pleasure to host you again, see you soon,

Regards from México,

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Reviewed 1 August 2014

We had a fantastic 12 nights at this hotel from 11th July - 23rd July. Four of us visited - we had our two children aged 18 and 20 with us. The service and friendliness from the staff played a big part in our enjoyment. The rooms were large, air con excellent and cleanliness superb. We had bathrobes and fruit/tequila on arrival which was great. Also a stocked fridge (daily). Not the most luxurious rooms I have had for 5* but not short of anything.

The food was great and the buffet was to a very high standard. The A la Carte restaurants were also good and our favourite was the oriental restaurant. Our daughter is a vegan and the staff made a special effort to find something she liked as soon as they found out. This is not always easy as I know! We had special attention from (what I presumed to be) the food and beverage manager who was so helpful and remembered us in various dining areas and made a special effort to look after our vegan daughter (sorry I didn't pick up her name).
We booked upgrade to uxx - unlimited entry to xcaret and contrary to previous reviews this was well worth the money. 1 day in this park is not enough to see and experience it all and we had a relaxing 3 days using their facilities and seeing everything there. The vouchers you got from this upgrade cut a good chunk off a trip to Chichen Itza - in fact saving us about £55 for two people.
What we loved about Xcaret park and the hotel was the ecological aspect and natural environment. Wildlife were free to wander around the park and hotel and we would stumble across deer and fawn on the path, monkeys and coati. The photo shoots were the only artificial thing about it and we steered clear of those.
One thing about this holiday which also set it aside from others was the fun we had - there was so much going on with aerobics at the beach, dancing lessons, archery, scuba diving, coco bongo's club, etc etc you didn't have an excuse to be bored.
We didn't have any problems getting sunbeds at the beach or the pools - ever! Also hammocks, the only thing that we didn't get to use were the swinging beds and that was because people reserved those early on even if they weren't using them until later. Not a problem - the hammocks were in the shade and great.
As most people have commented the lack of free wifi was a surprise (and horror to the children!) for a 5 star hotel. You could get free wifi in xcaret park so we did make use of that when we visited. Also good tip - even if you didn't upgrade to uxx then you can still visit the dolphin section of xcaret park - access from the beach - just by being a guest at the hotel. There is free wifi there too. A slight irritation for us too - but it's not really the hotel's fault - is that some people tip the staff constantly US dollars and this had an affect in some bars (pool bar particularly) as to the service we got. In fact we avoided the swim-up bar/pool for that reason. Some real rowdy people by late afternoon and they dominated the bar. No need to go there if you don't want to though as such a choice of bars and pools.
In summary - a fantastic choice of hotel for us and a holiday to remember.

  • Stayed: July 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank Karen S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 5 August 2014

Dear Karen S,

Thank you so much for taking the time to post a review on the site following your stay with us. We truly appreciate your comments.

We are always pleased to hear about our guest’s experiences at our property. It is so nice to read such lovely feedback and is very motivating to all the team who do work incredibly hard to make our guests stay memorable.

Kind regards from México!

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Reviewed 31 July 2014 via mobile

We had a great time. Best holiday ever. Loved everything about this hotel. Staff always greet you. Stayed mostly by the pool bar pool. Restaurants were great! Beach restaurant was amazing. Waitress Susanna at pool bar was amazing! Would love to go back. Only moan is the cost of wi fi and evenings were a little quiet

Stayed: July 2014
6  Thank Clare L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 2 August 2014

Dear Clare L,

Thank you so much for taking the time to give us your comment of your experience in Occidental Grand Xcaret, we are glad to hear such a good feedback .
We are thrilled to hear that we surpassed your expectations .

We hope to see you soon!


Regards from México,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2014

We stayed May 18 to 25th. The grounds are big. It was 12ish minute walk from the main lobby to the beach bar. There are plenty of pools. Find the one you like but explore the grounds. The wildlife, deer, macaws, iguana, coati add a great experience to a vacation. We liked El Lago (above the swim up bar) for lunch and the pool Flamencos. The hammocks there are amazing, our service there was always fast, and it had less people so it was great to relax.

El Pescador was the best restaurant (Sonora Grill's ribeye was a close second). Get the surf and turf option. The shrimp were out of this world. Nothing like being mid-western and getting fresh seafood. If you don't like shrimp, try them fresh. We did and now we like shrimp.

The best late night option is Paco's Tacos (get the barbacoa, so good). They alternate with La Piazza. They are in the same location on the 2nd floor above the main buffet. Go here after 9 or 10 and have a cocktail

Lastly, a big shoutout to Roman at Paco's Tacos. He made the trip memorable and fun. We cannot hear someone say "de nada" without looking at each other and smiling.

  • Stayed: May 2014, travelled as a couple
    • Location
    • Rooms
    • Service
6  Thank JesseRH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 31 July 2014

Dear Jessy RH,

Thank you so much for taking the time to post a review on the site following your stay with us. We truly appreciate your comments.

We are always pleased to hear about our guest’s experiences at our property. It is so nice to read such lovely feedback and is very motivating to all the team who do work incredibly hard to make our guests stay memorable.

Regards from México,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2014

i had a bad experience at this hotel. the room wasn't what they showed us online and the room was dirty. the park next door wasn't included nor was it offered when we booked. as soon as we got there we were received with a bad attitude by the woman checking us in. there was a little piece of water that they called a beach. took the wants to go back to mexico

  • Stayed: May 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
2  Thank Ever G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 31 July 2014

Dear Ever G,

Thank you so much for taking the time to post a review on the site following your stay with us. We truly appreciate your comments.

We will share your opinion with all our departments so we can continue improving our service.
We truly regret the inconveniences you might have during your stay.
Our everyday effort focus on our guest to enjoy as most as they can their vacations. We are always worried about our guests wellbeing and strive to make holidays at our property an unforgettable experience.

We hope have a second chance to demonstrate our high standards for quality service.

Yours sincerely,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2014

Can not find a fault with this hotel the staff at levels attentive and helpful and up for a laugh really good English was spoken and also repeated in Spanish so by the end of the holiday you couldn't help pick up some of the lingo
Food in the buffet service restaurant was of a good standard but the al le carte restaurants was excellent we ate at these every night with an upgrade steak called black gold was the best
Xcaret park next park was next and do an excellent Mexican night
Our guide from Virgin was excellent as was the guest relation man called Alan
Nice big rooms and comfy beds
Good beach man made though private cove and plenty of beds and activities held every day
Night time was mostly very good with a couple of outstanding performers

  • Stayed: August 2013, travelled as a couple
    • Value
    • Rooms
    • Service
5  Thank Gary D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental at Xcaret Destination, responded to this reviewResponded 31 July 2014

Dear Gary D,

Thank you so much for taking the time to post a review on the site following your stay with us and we are thrilled to hear that we surpassed your expectations and that the greatest asset of the hotel is the staff.

We are always pleased to hear about our guest’s experiences at our property. It is so nice to read such lovely feedback and is very motivating to all the team who do work incredibly hard to make our guests stay memorable.

Saludos desde México!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Occidental at Xcaret Destination

Address: Carretera Federal Chetumal Puerto Juarez Km. 282 | Solidaridad, Playa del Carmen 77710, Mexico (Formerly Occidental Grand Xcaret All Inclusive Resort)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#34 Family Hotel in Playa del Carmen
#40 Top resorts Hotel in Playa del Carmen
#46 Luxury Hotel in Playa del Carmen
#49 Spa Hotel in Playa del Carmen
#52 On the Beach Hotel in Playa del Carmen
#77 Romantic Hotel in Playa del Carmen
Price Range: £118 - £445 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Occidental at Xcaret Destination 4*
Number of rooms: 764
Official Description (provided by the hotel):
The 5-star Occidental at Xcaret Destination in Riviera Maya is a perfect combination in a natural setting with preserved cultural landmarks and an all-inclusive resort with a unique array of rooms, services, and state-of-the-art facilities. Choosing among the many possible activities is the most complicated part of a stay at this resort in Playa del Carmen. Swimming with dolphins, attending a Mayan Indian ceremony, enjoying all types of water sports at the beach club or sailing down the beautiful rivers and canals that surround the hotel are just a few highlights. The Xcaret eco-archeological park offers one of the most unique and exciting park, especially for families, by guaranteeing over 40 cultural attractions and expositions on art and traditions in Mexico. However, as people normally say at the hotel: "Do it all...or simply do nothing." Choose from a list of diverse activities such as strolling through the lush gardens at the resort, enjoying the sun while lying on a hammock, or taking a refreshing swim in one of the resort's five pools or private beach. Anti-stress remedies at the resort are endless. Regardless of how you plan each day at the resort, the hotel's choice of culinary selections is designed to satisfy the demands of every kind of guest. With 10 bars, including the one at the club, and 11 restaurants, guests have the freedom to choose a snack, an informal meal, a gourmet feast or a candlelight dinner, among many other options. The key to this resort is balancing between modern facilities and the marvelous Mexican rainforest that is filled with stunning local wildlife. Entertainment, relaxation and nature coexist at the Occidental at Xcaret Destination. ... more   less 
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Also Known As:
Occidental Grand Xcaret Hotel
Occidental Grand Flamenco Xcaret
Grand Flamenco Xcaret
Xcaret Grand Occidental
Occidental Xcaret
Hotel Xcaret
Xcaret Playa Del Carmen
Grand Xcaret Occidental
Xcaret Hotel
Grand Occidental Xcaret

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