Occidental at Xcaret Destination All Inclusive

David Diaz, Christian, and Jose Perez were amazing concierges. From the moment we arrived, we felt like valued guests rather than just room numbers. The hotel itself was immaculate — beautifully maintained, with a perfect balance of elegance and comfort — but what truly elevated our experience was the concierge service. Our concierge went above and beyond at every step: anticipating our needs before we voiced them, securing last-minute reservations at popular restaurants, and offering thoughtful local recommendations that we never would have found on our own. Every suggestion was spot-on, and every interaction felt genuine, not scripted. The staff across the board were equally attentive and friendly, always greeting us with a smile and making sure we had everything we needed. Our room was pristine, the amenities were high quality, and the atmosphere throughout the property felt calm, welcoming, and safe. It’s rare to find a place where the service, setting, and overall experience align so perfectly — but this hotel delivered in every way. We left feeling rested, cared for, and already planning our next visit. Five stars all the way.

Hotel complex is very good, loved the wildlife mixed amongst the complex, my family thought I was staying at a zoo! Service from all staff has been exemplary, thanks so much for making our stay so memorable. Entertainment team by the pool worked hard with all their games and activities, had a great time. Food could be better, more range of choice in the buffet in case of dietary (or in my case picky eaters). Chips (French fries) have been a bit stale in all venues across complex. My son is a bit too old for kids club, but from what I’ve seen it’s very limited. Evening shows have been okay, they’ve put a lot of work into them. Overall great holiday though!

We recently stayed at Occidental Xcaret on the Royal side. The private Royal restaurant and service there were excellent—fantastic food, attentive staff, and overall a 5-star experience. Shout out to Charlie Hernandez. He was personable, friendly, and shared fantastic stories. Ignacio "driver" was also very nice and personable. Unfortunately, the main resort fell short of expectations. Before our arrival, I was asked if we were celebrating anything special. I shared that it was our 2-year wedding anniversary, and the staff seemed excited, assuring me they would prepare something special for my wife. I even offered to pay extra. Upon check-in, they asked again and gave me the same reassurance. On the morning of our last day, I checked once more and was promised a surprise. Sadly, nothing ever happened. In addition, I requested a bottle of liquor for our room on three separate occasions and was told it would be delivered—yet it never arrived. Another frustration came when we tried to set up transportation back to the airport. On three out of the four attempts, instead of helping us, staff used it as an opportunity to push a timeshare membership. Even the cart drivers were bringing it up. That’s the last thing I want to deal with while celebrating my anniversary. The resort grounds are beautiful, with a jungle-like atmosphere, though beach access is very limited. The Royal restaurant staff went above and beyond, but the general resort experience was disappointing. The customer service at the main resort was poor, and the food quality there felt closer to a 1–2 star resort. During our stay, the power shut off three times, which even caused the water to run orange and yellow. Overall, I would give Occidental Xcaret as a whole 2 stars. However, the Royal restaurant deserves a full 5 stars for its exceptional service and quality.