Occidental Costa Cancun

JAY TEE

I've had the privilege of traveling the world since 2003, but unfortunately, my recent stay at this hotel was the worst experience I've encountered. Normally, I travel with a large business group, but this time, it was just my husband, our adult children, and myself. Sadly, the management at the front desk lacked the necessary training and skills to provide adequate customer service. The quality of food and drinks was subpar, and if I could give it a zero rating, I would. However, I must commend some of the resort staff who were exceptionally friendly and nice. They deserve to work at a better establishment where their excellent customer service skills are truly valued. I question how management treats their employees if they can't even provide decent customer service. If you're seeking a great culinary experience, great drinks, and exceptional customer service, this resort falls short. I strongly advise against booking this resort and would not recommend it to my business associates, family, or friends. We regularly visit Mexico 2-3 times a year, but this resort was a disappointment. The only redeeming experiences were a pleasant massage and the opportunity to tip the exceptional staff who went above and beyond to make our stay somewhat enjoyable. If you're wondering if it was really that bad, my answer is a resounding yes." Please share this review with your family and friends as I would not want any one else to have this experience.

Annalise Williams

Beautiful hotel with a great sea view. The rooms are clean and tidy. The hotel maintenance is kept to a high standard and the facilities are always cleaned. The hotel staff is very friendly, welcoming and polite. It has a calm, relaxing atmosphere. Special thanks to David the manager at the restaurant who was kind and welcoming when arriving to the restaurant and helpful.

Elissa

The staff was so nice, I will give them that. The beach water isn’t super clear and there’s barely any sand. The palm trees on the beach make it beautiful, but the water isn’t the clear water you typically see. They said there was an all day free train, casino, water parks, etc and essentially told me they have none of those things anymore even though it was included on the website which was a bit frustrating to hear, but they did have other events and things going on at the hotel that were fun. We also checked into two rooms and had been told we would get three beds altogether and only got two and had to wait until the next day to switch rooms and they ended up giving us the wrong room again and we had to switch it again. They just need to update their website with what amenities are included and what aren’t. It wasn’t a bad experience overall, but just checking in and hearing most of the amenities were not longer there was frustrating, but the staff themselves are the ones that made the experience. They were all so nice and personable. They just need to update their website and what their hotel includes.

Amy Castillo

Update: the manager fixed our room. The resort has been very accommodating. Food is great. We feel safe with letting our teens roam. Id stay here again. First day here and already disappointed. When booked we requested connecting rooms, we did not receive it. As a family of 6, we would like to be together as much as possible - especially not splitting the parents. Rooms are cool but the parking lot area is really loud with trucks beeping and workers yelling. Not relaxing at all. We were not told that reservations needed to be made, once we figured it out, everything was booked. Wifi doesn't work. No one explained where anything was - not the elevator, not the rooms, etc. Our bags never came to the rooms and we're the only bags left out, so we went to get them ourselves. I've stayed at many resorts before in Cancun, and this one definitely lacks on hospitality.

perla Garcia

Our family had the most amazing time at Occidental resort the staff was very nice helpful and there’s was always someone to help with anything we needed. Our favorite thing to do was to go to the buffet every day they have great food a lot of selection specially for me since I’m vegetarian. They have the best waiters there super nice and always attending our table definitely the best team at this restaurant thank you to Alfredo, Carlos Allyn and to David the general manager for making our family vacation the best experience there.