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Reviewed 12 September 2019

This is my 2nd time at this location and what a 360 from the first visit. Not to mention I am a timeshare owner and must say I was extremely disappointed with the hotel and timeshare. We were not treated as timeshare holders. The First Club employees were not very nice and extremely dismissive. I'm still trying to figure out what is the point of that club if not all members are allowed to utilize it. It is 2019 and there is no wifi in this property. They charge for wifi per person, which means it is a big expense when you are traveling with a large group. There is no business office, therefore, you are unable to utilize a computer unless you are a PLATNIUM member. Even the cheapest hotels gives visitors access to a business office. The place is under staffed, making the workers overwhelmed and uneasy. The customer service is useless unless you are willing to spend top dollars. Basically this hotel caters to individuals with greater means and those who don't are pushed to the side like 2nd class citizens. This place is definitley not for teens. After dinner there is nothing for them to do, they have an arcade room with 4 paying machines. I WILL NEVER RETURN OR RECOMMEND THIS HOTEL.

Room tip: Rooms need upgrading
Date of stay: August 2019
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
5  Thank Araseli M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this reviewResponded 13 September 2019

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 hope you give us the chance to demonstrate you that our main goal is to create unforgettable experiences with a high quality service.

Regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 September 2019 via mobile

The best one! Gustavo,Berenice, Alejandra are the best animation friends here ever!!!!! Made our vac special!!!!!
All their activities were so fun there are so friendly
Emilio the lifeguard is the best too,he is so kind and gentle

Date of stay: September 2019
Trip type: Travelled with family
1  Thank TigraToronto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this reviewResponded 12 September 2019

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 staff as we constantly strive to provide consistent quality of service to our guests.

It is wonderful to read that we met and exceeded your expectations. Our aim is to impress each and every one of our guests and I am happy to know that we succeeded in your case.

It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.

Kind Regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 September 2019

Occidental is a home for mosquitoes and if you want to fall sick during the travel and jeopardize your plan, then this is the destination.

We have booked a trip in Occidental at Xcaret for a week. When we got our rooms, the rooms were full of mosquitoes. After repeated requests, they said, it's normal and use repellants. We did that too, but no luck.

Even after a week from the trip, we are still going to doctors to treat rashes, itching and skin problems.

Got a note from Bookit representative stating they didn't accept the existence of mosquitoes in the room and are not interested to take ownership of the inconvenience even after showing medical reports and pics of the issue.

Overall, it's a bad experience and would not suggest. I wish I had done more homework before booking this resort.

#LessonsLearned

Date of stay: August 2019
    • Rooms
4  Thank Tourista770
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this reviewResponded 12 September 2019

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.

Please know that we have not received any reports of infestation of mosquitos at the resort. However, we take all reports of this nature very seriously and enlisted our pest control company to thoroughly inspect the entire property, after which they let us know that they did not find any evidence of an infestation. We do have regular inspections done by a pest management professional in all of our rooms (including public areas) and our housekeeping team inspects all beds daily and follows proper laundry handling practices to prevent such issues. Although remember that the resort is located in the middle of the jungle in a Tropical city.


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.


Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 September 2019

We have just returned from the Occidental at Xcaret, hotel is situated in beautiful surroundings with plenty of wildlife. We were in block 20 and monkeys came on to our balcony for bananas. The pools and grounds are clean as is the hotel rooms. Staff were helpful especially in the beach bar where we went for breakfast every morning. Unfortunately we did not enjoy the food in the buffet as there was not much choice for us. We ate lunch at either of the beach bar or the pool bar and mostly ate at one of the various gourmet restaurants in the evening as no bookings were needed, although men had to wear long trousers. There is also a pizza place and taco bar where you could get something to eat after 6pm to early hours. Our last day was spoilt a little due to staff going on strike, although they do work very hard and the only place to eat was the buffet restaurant which was therefore overcrowded and no place to sit or even get a drink as the coffee machines had broken down. We booked a tour though our TUI representative to go sailing and there was a problem and we ended up not on the TUI boat and was with other persons mainly Spanish but the crew did try and communicate with us as best they could, this problem was sorted out by our representative Juan fromTUI once it was brought to his attention. Overall our holiday was very enjoyable and we would go again in the future. One criticism is that there was not many bars to have a drink in in the evening and as the ones there were quite busy it sometimes took a while to get a drink.

Room tip: Block 20 is good and just near the main pool with swim up bar
Date of stay: August 2019
    • Value
    • Location
    • Service
1  Thank Helen C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this reviewResponded 12 September 2019

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.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 September 2019

Excepcional , best trip ever. We stayed at Royal Level, it was phenomenal. The room , the food, the staff. The location 5 minutes walk to Xcaret, beach free of sargassum. The cleaning of the pools, everything well taken care of

Date of stay: August 2019
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
1  Thank Adventure145659
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OccidentalatXcaret, Customer Care Coordinator at Occidental at Xcaret Destination, responded to this reviewResponded 11 September 2019

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 truly appreciate your comments about our Royal Level. I agree with you that our Royal staff is recognized for the high level of attention they have with our guests offering them a treatment worthy of royalty.

And you are right in regards of the "Xcaret Park" it looks like an extension of our hotel, since is so close and you can go just walking or having the boat ride! The Unlimited Experience is the best option to enjoy the park everyday as you enjoy the resort.

It is a real pleasure to know that you had a wonderful time, and you enjoyed the complex surroundings.

It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.

Kind Regards.

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