The Neon Elm Hotel

United States , San Diego - CA
SAN DIEGO , Elm Street
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100 reviews shown

10/10

Exceptional

28 Jun 2026

Yasmine

Absolutely beautiful!

Friends

10/10

Exceptional

28 Jun 2026

Lazaro

En mi opinión es una de los mejores hoteles que he ido, en general el servicio, la atención, el alojamiento. Sin duda voy a volver pronto y lo recomiendo 100%

Partner

10/10

Exceptional

28 Jun 2026

Cynthia

Everything was clean and their was so much to do. Staff was great and very helpful for all your needs. Will definitely return!

Family

10/10

Exceptional

28 Jun 2026

Miguel

Staff was super helpful in making sure our stay was as comfortable as possible, especially traveling with a 1 year old.

Family_with_children

10/10

Exceptional

28 Jun 2026

Rosa Neri flores

Everything was awesome

4/10

Poor

28 Jun 2026

Milley

Quiero compartir mi experiencia sincera en el Hotel Occidental Xcaret para ayudar a quienes estén considerando hospedarse aquí.

Lo mejor de nuestra estadía fue, sin duda, el desayuno buffet: mucha variedad, comida fresca y de excelente calidad.

Lamentablemente, el resto de la experiencia no cumplió con nuestras expectativas. El servicio al cliente fue deficiente; en varias ocasiones el personal fue poco amable y no mostró interés en ayudar.

El sistema de reservas para los restaurantes tampoco nos gustó. Solo permiten reservar cada tres días y algunos restaurantes permanecen cerrados, por lo que las opciones para cenar son muy limitadas.

Otro inconveniente fue el transporte interno. Solo cuentan con un vehículo para trasladar a los huéspedes y, para la cantidad de personas hospedadas, no es suficiente. Incluso esperamos cerca de 20 minutos porque el vehículo se quedó sin gasolina.

También hay cargos adicionales que considero excesivos. Por ejemplo, si pierdes la tarjeta de las toallas, debes pagar $25 USD por reemplazarla.

Además, aunque el hospedaje incluye acceso al Parque Xcaret, las bebidas dentro del parque no están incluidas y deben pagarse aparte, algo que muchos desconocen.

En resumen, las instalaciones son bonitas y el desayuno excelente, pero el servicio, la organización y los costos adicionales hicieron que nuestra experiencia fuera decepcionante. Personalmente, no volvería a hospedarme aquí.

Family_with_children

8/10

Excellent

27 Jun 2026

Carlos Alberto

El cóctel de bienvenida nunca lo dieron y eso que era un viaje familiar de 6 personas. El tour de bienvenida donde te muestran el hotel y te explican cómo funciona tampoco. El personal del lobby bien atento a la hora del check-in pero nunca nos presentó al concerje que nos ayudaría a orientarnos mejor, por lo que el primer día estuvimos desorientados por completo. Los restaurantes especializados es necesario reservarlos con tiempo porque las reservas se agotan fácilmente y necesitas hacer la reserva hasta 2 días antes. El servicio de la habitación es excelente la verdad no hay quejas, pero la bufet no tiene el mismo servicio, la silla para mi bebé tenía que salir yo a buscarla porque en repetidas ocasiones no llegaba y los meseros te atienden dos o tres al mismo tiempo, no sabes a quien pedirle ayuda ni a quien darle propina. El hotel en general está acogedor y muy estratégico ya que está bien cerca de los parques. Pero si falta un poco de información por parte del personal.

Family_with_children

10/10

Exceptional

27 Jun 2026

Silvia Passos Calife da

Amazing resort! Really nice staff, food was good!

Family_with_children

10/10

Exceptional

27 Jun 2026

Iran

We love it

Partner

10/10

Exceptional

26 Jun 2026

Rigoberto sandoval

Todo muy vien me encanto el lugar sin duda regresare una ves mas

Partner

10/10

Exceptional

26 Jun 2026

ZENAIDA

Food was great. Everything very clean. I was disappointed with the beach .

Family

6/10

Pleasant

26 Jun 2026

Lesley

We had gone to this hotel back in 2019 and went back this year and we were a bit disappointed with the quality of the hotel overall. The first day we got there it took them 4 hours to deliver our suitcases to our room and when we went to check in with the concierge they told us no one told them what room we were even in. The food was not great, not many great choices to chose from and I guess you could say the waiting staff at restaurants were okay. There were time where we had to go get our own refills at the main bar due to them ignoring our tables. All the bar drinks were delicious though and the bar staff was all amazing! I was definitely not expecting to be disappointed with going this time and overall would give the stay a 6/10 :(

Family

6/10

Pleasant

26 Jun 2026

Ruby

The resort itself is absolutely beautiful. The location is stunning, and I loved the overall layout of the property. It has so much potential and makes a great first impression.

Unfortunately, the service did not match the beauty of the resort. From the front desk to the concierge and even the waitstaff, the customer service was consistently disappointing. Staff members were often unfriendly, unhelpful, and inattentive, which really took away from the experience.

I’ve stayed at several all-inclusive resorts in Cancun, and this was by far the most disappointing. Our room was not very clean upon arrival, and because of the resort’s layout, everything felt very spread out, requiring a lot of walking. Several bars were closed during our stay, the alcohol tasted watered down, and the buffet food lacked quality and variety.

Overall, while the property itself is gorgeous, the poor service, cleanliness issues, disappointing food and drinks, and lack of attention to guests made this a resort I would not choose to stay at again.

Family_with_children

10/10

Exceptional

25 Jun 2026

martha

The hotel was clean, the rooms were clean, and the food was varied and tasty; all the staff were very attentive, helpful, and friendly.

Family_with_children

2/10

Poor

25 Jun 2026

Mayra

Our experience at this all-inclusive resort was extremely disappointing and fell far below expectations.

One of the biggest issues was the food quality. The food was consistently poor, and my children struggled to find anything they enjoyed eating during our stay. For a family vacation, this was a major concern and greatly impacted our overall experience.

Additionally, several amenities and restaurants that were advertised were either closed or unavailable during our visit. We specifically chose this resort based on the amenities offered, so it was frustrating to discover that many of them could not be used.

Our room was also uncomfortable due to the air conditioning not functioning properly. The room remained warm throughout our stay despite requesting service on two separate occasions. Unfortunately, the issue was never resolved.

We also requested an extra bed, but it was never delivered. As a result, my son was forced to sleep on the floor, which is completely unacceptable for a resort that promotes quality guest accommodations.

Due to the combination of poor food, unavailable amenities, unresolved maintenance issues, and lack of responsiveness from staff, we ultimately decided to check out early. This was not the relaxing family vacation we had planned, and we left feeling disappointed and frustrated.

I would not recommend this resort based on our experience.

Family_with_children

2/10

Poor

25 Jun 2026

Aryanna

The food was horrible

10/10

Exceptional

24 Jun 2026

We had a great vacation. Room, food, drinks, pool, beach and staff were good. I would come back again. Thanks.

Partner

6/10

Pleasant

24 Jun 2026

Ryleigh

The food was not good and very subpar. Some of the staff weren’t willing to help

Friends

10/10

Exceptional

24 Jun 2026

Lourdes Helizet Esquivel

Beautiful and excellent location to stay

Partner

6/10

Pleasant

24 Jun 2026

Angie

I recently stayed at Occidental Xcaret and unfortunately left disappointed.

One of the biggest issues was the amount of bugs around the resort. I was bitten by an ant, which was extremely painful. To be fair, the staff was very kind and assisted me right away, which I appreciated.

The resort grounds are beautiful, but I noticed bugs everywhere and many of the pools had leaves and debris floating in them, making them feel poorly maintained at times.

The food was another letdown. Most meals lacked flavor and felt very bland. For an all-inclusive resort, I expected much better quality and variety.

Another frustrating part of the experience was the restaurant reservation system. Guests have to wake up around 7:00 AM every morning to secure reservations, and this was never clearly explained to us at check-in. Had we known, it would have saved a lot of confusion and frustration.

Lastly, we were celebrating my boyfriend’s birthday during our stay, and despite mentioning it, there was no special accommodation or acknowledgment made. It would have been nice to see a little effort to make the occasion feel special.

The staff members we interacted with were friendly and helpful, but overall the resort did not meet our expectations, and I would not choose to stay here again.

Partner

10/10

Exceptional

24 Jun 2026

Ricardo

The staff is very nice

Partner

8/10

Excellent

23 Jun 2026

Vladuslava

Resort is gorgeous but the food was not the best. We have been at the property for 4 days and we were tired from food on day one. We went to steak and mexican restaurants which were not great either. We feel as we had better Mexican food in the USA. Also, my boyfriend and I got food poisoning. He is still recovering three days later. Even though the food was not great the resort was nice. We enjoyed pools, animals, ocean and nature. We also loved that it is very close to Xcaret. I just wish they would not serve food that could make us sick.

Partner

6/10

Pleasant

23 Jun 2026

ARACELI

Not an ideal place to travel with a group. We were not able to get reservations for the restaurants. Which was a let down. The buffet was ok but sometimes you just want a sit down dinner.

The staffs focus was selling timeshares and the services they did provide were expensive. Tried to schedule a massage at the front desk and the cost was twice the price compared to going directly to the spa to book.

Planned transportation to go to Isla Mujeres and the people at the reception didn’t even look at my information and told me just to wait. I waited for 10 minutes than another gentleman came and asked me what I was waiting for and only then did I find out I had to wait in another area. My driver had been waiting there for 15 minutes. I am not a fan of being ignored.

Difficult to get change to tip staff. The only positive was the accessibility to drinking water.

I do not plan on visiting any Barcelo properties anytime soon.

Family

10/10

Exceptional

23 Jun 2026

Magaly

Very nice property

Family_with_children

8/10

Excellent

23 Jun 2026

Kirenia

Todo me gusto , la pase muy bien y los animales bellos

Partner

2/10

Poor

23 Jun 2026

George

The SALES pitches for TIMESHARE purchase NEVER end! Property is a RCI award winning site. They PUSH Expedia guests (they told us this to our face) very hard ‘cause it’s their one chance to sell TIMESHARE to them). The entire hotel staff approach is setup for them to funnel guests to their TIMESHARE pitches. Every building has a concierge desk - and from day they’re are helping you yes, but the sales pitch follows. If you expect to be left alone, forget it. VERY AGGRESSIVE Gorgeous area. Huge hotel property and always work being done we saw but Tim’s are old and worn out. A lot of mold in main buffer dining. Trash left everywhere. Over booked and lots of guests - Wildlife everywhere- Iguanas are cool until they crap in the pool you’re kids are swimming in and it’s not cleaned up!

Family_with_children

2/10

Poor

23 Jun 2026

Frank

this resort has the rudest staff I have encountered.
If you are not handing them tips for absolutely everything and anything they assist you with they act as if you’re stealing from them.
Food is typical and nothing to get excited about.
I WILL NEVER STAY AT AN OCCIDENTAL property again

Friends

8/10

Excellent

22 Jun 2026

Zakaria

Great place for kids and families.

Family_with_children

10/10

Exceptional

22 Jun 2026

MARIA ARELLANO

El personal muy atentos la comida muy deliciosa y que los parques muy cerca espectáculo México 2 minutos caminando. La playa hermosa

Family_with_children

8/10

Excellent

22 Jun 2026

Laura

Everything was great except for the food

Family_with_children

10/10

Exceptional

21 Jun 2026

Qian

The sea food restaurant reserved is not good enough

10/10

Exceptional

21 Jun 2026

Lizandro

Try to book dinner reservations 3 days before arrival. And every day after to ensure you get restaurant dinners. If you don’t care about that, just show up and the main buffet is a good option.

Family_with_children

10/10

Exceptional

21 Jun 2026

William

Just got back from a week long stay in Royal section of the Occidental. Cynthia at the concierge upgraded our room at no charge helped us find the best view possible and was extremely attentive to anything we asked. All of the staff was extremely efficient, friendly and helpful. Room service always arrived in 20 minutes, a nice man provided chocolate pillow turn down service every night. Ricardo at the Royal Restaurant provided excellent service. We tried nearly every restaurant had no problems making a reservation every day. Went on multiple excursions at Francisco’s recommendations. Really there was not a single staff member that was disappointing. Grounds are beautiful and well kept, would definitely recommend and visit again soon!!

Partner

6/10

Pleasant

21 Jun 2026

Juan Carlos Mesa

Deben mejorar la comida…

Family_with_children

8/10

Excellent

21 Jun 2026

Crystal

This is such a beautiful hotel! Clean and most of the staff was super sweet and helpful. Besides one of the older men in the front he was a bit rude. The biggest down fall was the food and drinks 😞I wanted authentic Mexican food and it was more than American no flavor and the drinks had a plastic taste to them. Besides that everything was very well kept.

Partner

10/10

Exceptional

20 Jun 2026

Sheila Arocho

Staff good

Partner

10/10

Exceptional

20 Jun 2026

Deyber

Muy binito

10/10

Exceptional

20 Jun 2026

Annalissa

From the moment we arrived, the staff made us feel so welcomed and cared for. Everyone was genuinely kind, attentive, and always went out of their way to make sure we had everything we needed. The service felt so personal that it didn’t feel like we were just guests—it felt like we were part of a family. The bonds you make with the workers are something truly special, and they make your stay unforgettable. Saying goodbye was honestly one of the hardest parts of the trip because of the connections we made. The rooms were clean, the atmosphere was wonderful, and every interaction left a lasting impression. We can’t wait to come back and see everyone again. Thank you for making our vacation so memorable!

Partner

10/10

Exceptional

20 Jun 2026

Angel

The room was clean daily and the minibar restocked. The staff was always nice and extremely helpful. The restaurants are great. All the swimming pools are well kept. Everything is really up to the best standards.

Family

10/10

Exceptional

19 Jun 2026

Pablo

The rooms are super clean; the food was very good and the service was great. I will definitely go back. I love that its right next door to Xcaret park.

Family_with_children

10/10

Exceptional

19 Jun 2026

Houmam

Everything

Family_with_children

6/10

Pleasant

19 Jun 2026

Josefina

Beautiful access to the forest and close to park Xcaret. Many issues with the room have to call for service all the time

Family_with_children

8/10

Excellent

19 Jun 2026

MONICA

El hotel es muy bonito

10/10

Exceptional

19 Jun 2026

Jonathan

Pools and clean rooms

Family

10/10

Exceptional

19 Jun 2026

Roberto

Food was alright
The reservation of restaurants really made the experience not that good
Had to reserve restaurants 2-3 days in advance
So that automatically losses those possible days or reservations you could of had
Also you can only reserve 1 dinner per night
Out of the 6 nights I was there I was only able to to try 2 restaurants with reservations

Partner

6/10

Pleasant

19 Jun 2026

Ingris Sierra

No era lo que esperábamos por el precio que pagamos, el buffet tenía la misma comida todos los días, y los restaurantes a la carta muy pequeños y no tienen mucha disponibilidad, el restaurante Oriental fue el único que nos gustó.. No es un hotel al que regresaría de nuevo.. Muy alto el precio para lo que ofrecen.. se enfocan mucho en vender sus servicios..

Family_with_children

10/10

Exceptional

19 Jun 2026

Marlenys Cancio La

Un hotel hermoso, limpio y con un personal muy atento el ambiente del hotel es agradable su flora y fauna hermosísima lo recomiendo y no dudaría en visitarlo nuevamente

Family

10/10

Exceptional

19 Jun 2026

Ana

Wonderful

Family_with_children

6/10

Pleasant

18 Jun 2026

Yayte

**\"The staff is very friendly, attentive, and always willing to help, which made our stay more enjoyable. However, the facilities are showing their age and would greatly benefit from upgrades and modernization.**

**The buffet offers very little variety, with the same food being served day after day. The à la carte restaurants have limited menu options, and making reservations is extremely difficult, which can be frustrating for guests.**

**There is also a coffee station that requires an additional charge, which was disappointing considering the overall price of the resort. For families, there are very few food options for children, and there is no dedicated area where kids can get snacks between meals.**

**Overall, the people working there are wonderful, but improvements to the facilities, dining options, and family-friendly services are needed to provide a better guest experience.\"** ⭐⭐⭐☆☆ (3/5)

Family_with_children

6/10

Pleasant

18 Jun 2026

Wilfredo

Family_with_children

8/10

Excellent

17 Jun 2026

Francisco Javier

The path was dirty

8/10

Excellent

17 Jun 2026

kimberly ina

The wildlife was great, something to see everywhere. More activities between dinner and the nighttime show would be nice

Family

6/10

Pleasant

17 Jun 2026

Aslin X Quiles

The facilities and location were good, the only thing that needs to improve is the service of waiters and the cleaning room personnel.

Family_with_children

10/10

Exceptional

16 Jun 2026

Roxanna

Great food, friendly staff, amazing vaycay! They def need to update and add more signs across the resort for more helpful directions tho lol it’s like a maze. Got lost almost almost every time i stepped out.

Family_with_children

6/10

Pleasant

16 Jun 2026

Jeffrey

Once we arrived the staff was slow and didn’t give us too much information on anything. Then once you arrived at your room they try to sell you super expensive Xcaret park tickets and if you don’t buy them then they won’t talk to you anymore. Also be aware that some people will stereotype you, meaning if you speak Spanish they will treat you a certain way thinking you won’t tip them well. Also be careful getting on the buggies because they will worry about flirting with women instead of your and your families safety. I will say that Ramon, Arturo at the snack bar were really nice and always helpful they are welcoming and will get you anything you need. In the breakfast buffet Marbella was amazing and always helpful she always remembered our drink order from the previous day and was very nice and welcoming. Lastly Miguel in the pm Dinner buffet was the one of the best he was very welcoming nice always remembered our drink order and would get you anything I needed at anytime. Those four people made our trip enjoyable. Those are the people you want when you go to this resort.

Family_with_children

10/10

Exceptional

15 Jun 2026

Emily

We loved our stay

Partner

10/10

Exceptional

15 Jun 2026

Francess

The staff were friendly and helpful. The resort had so much for my family and I to do on the property! Breakfast was great! We definitely enjoyed our stay!

Family

10/10

Exceptional

15 Jun 2026

Jennifer Alisa

I never been to a resort and I was so impressed with how it was run. The staff and ambiance were incredible. It is worth going to and the best part is you experience nature throughout the trails of the resort.
It is a lovely place to stay and you feel safe. Thank you Xcaret! I will be checking in again in the future.

Family

10/10

Exceptional

15 Jun 2026

Jose

I enjoyed their private beach, the food was great, the trajinera took us the Xcaret Park which is convenient, I met a great person his name is Andrick Benitez and he made us feel welcomed and treated us like royalty, a special thanks to him!

Partner

6/10

Pleasant

15 Jun 2026

Mirabelle

The water pressure in the bathroom and toilets was very low. It took forever to flush especially for first-floor rooms. My coffee machine got a crack but was replaced very quickly after I told them. The restaurant booking was terrible, and we were also told not to take towels out of the resort to go on an excursion. Well, the food was not impressive and was practically the same every day at the non-reserved restaurant. The nature around the resort is what makes it special. Poor TV channel choice and we couldn't use Netflix or YouTube. Overall, it was okay.
Mirabelle Songoue

Family_with_children

10/10

Exceptional

15 Jun 2026

Jonathan

We had an excellent stay at Occidental and would definitely return. The property is beautiful, very well maintained, and surrounded by amazing scenery. The staff was friendly, attentive, and always willing to help with anything we needed. Our room was clean, comfortable, and serviced daily.

The food offered plenty of variety, and we always found something we enjoyed. The pools were great, the drinks were consistently good, and there were activities throughout the day for both adults and kids. One of our favorite parts was simply walking around the resort and enjoying the atmosphere.

The location was fantastic, and the overall value for an all-inclusive vacation was hard to beat. If you’re looking for a family-friendly resort with beautiful grounds, good food, and excellent service, Occidental is a great choice. We made a lot of great memories and are already talking about coming back.

Partner

10/10

Exceptional

15 Jun 2026

James

This was our first trip to an all inclusive resort in Mexico and it was well worth it. The room was very clean as were the grounds, highly recommended the Royal level due to the amenities (private pool) and quality of the area, large rooms, well stocked fridge and great views. The staff were very attentive and polite, made for a great relaxing vacation.The buffets had many great choices but the private French restaurant at the Royal level was outstanding, great place for all meals if you wanted. Looking forward to a return trip.

Friends

2/10

Poor

14 Jun 2026

RIGOBERTO Jorge Reyes

The place is good , location but they need to have classes on how to make drinks, also the food is poorly, taste bad and poor combination, I will never ever going back to that place on my life, no even for free . Some staff members would help but others wouldn’t , security is terribly u are on you own so be careful and good luck.

Partner

10/10

Exceptional

14 Jun 2026

Grace

Everything here was wonderful! I have no notes. I was worried about staying at a kid friendly resort, but it was perfect. My room was clean, the service was impeccible, I loved it here and will visit again!

10/10

Exceptional

14 Jun 2026

Jimmy

Loved the layout, pools and food was great

6/10

Pleasant

14 Jun 2026

Massimo

The private beach and the natural pool were the highlight of the trip.

We booked a king bed, but we got a double bed. That was disappointing.

The food in the buffet was fresh and well prepared; the Mexican and seafood restaurants were not very good. It felt just average or worse.

We also asked for small towels. They told us they did not have many, but we never got them. This was really frustrating.

The staff were okay, but not everyone knew the hotel layout, so it was hard to get clear help.

In our room, we could not control the air conditioning. It was freezing all the time, and we never found a comfortable temperature.

Partner

10/10

Exceptional

14 Jun 2026

Bella Sophie

The resort was big and there were so many pools to enjoy

Family

8/10

Excellent

14 Jun 2026

Vinod Purshotam

All-inclusive resort. Resort was impeccable. The beach was amazing. Lots of entertainment had a difficult time finding more vegetarian options. The buffet seems to repeat the same items over and over by the third day. We were tired of eating on the resort and had to leave to go eat outside, but our day was unremarkable and he enjoyed our day.

Family

10/10

Exceptional

14 Jun 2026

Maria Leonor

Clean room

Family

8/10

Excellent

14 Jun 2026

Ruben

We've stayed here three times since 2003. This is a very nice all-inclusive resort, with a variety of activies for all ages. The food in the main buffet was very good. (It's challenging preparing food on a mass scale that appeals to everyone, and I think they do an excellent job.) In addition to the buffet, there are smaller \"specialty\" restaurants. These are better suited to couples and families with older children, I think. There is a small beach that is netted off from the ocean. This proved to be a major advantage on this occassion because just about every other beach in the Cancun area was blanketed with sargassum. There are three large swimming pools. (One change we noted on this trip is that the pools are now saltwater. In the past, they were freshwater.) One other change is that they DO have WiFi in the rooms. The description that Expedia provides is not correct. And if you are willing to spend 30-45 minutes listening to a sales pitch for a time share on the property, they'll give you a discount on some local attractions. Overall, I highly recommend this place.

Family

10/10

Exceptional

14 Jun 2026

Haydee Esperanza

It was amazing

Family_with_children

8/10

Excellent

13 Jun 2026

Ilian

Excellent

Partner

10/10

Exceptional

13 Jun 2026

Avigail

Great service

Family_with_children

10/10

Exceptional

13 Jun 2026

Rony

Excelente Atención!!

Family_with_children

8/10

Excellent

12 Jun 2026

Arleen Janet Perez

No me gustó que la habitación no se sentía el aire. Hay variedad e las comidas. No tuve oportunidad de comer en los restaurantes que eran por reservación. El primer día de llegada ya estaban lleno.

Family

10/10

Exceptional

12 Jun 2026

Sandra

Faune incroyable! Magnifique.

Partner

4/10

Poor

12 Jun 2026

Wilber

The bar by the beach is next to restrooms and it stinks like urine . Some of the staff wasn’t that helpful but some were very helpful a mix . But met some of the nicest bartenders

Family_with_children

8/10

Excellent

12 Jun 2026

Ralph

Me gustó está bien x el precio aunque podría mejorar en la comida. La comida no es mala pero tampoco buenísima. Los tragos en las piscinas definitivamente son mejores . Las sodas jugos y algunas bebidas estaban rebajadas . Si mejoraran en comida y limpieza del cuarto serían 10/10. El personal muy atento y amable de eso no hay queja . Trate de no enfocarme en lo malo y definitivo disfrutamos nuestras vacaciones.

Family_with_children

8/10

Excellent

12 Jun 2026

Yaneth

Los cuartos no fueron de mi agrado ya están deteriorados y un poco sucios.

Family_with_children

4/10

Poor

12 Jun 2026

Cynthia

The property is beautiful but keep in mind you will be far away from town. Amenities are nicer if you pay more as a royal guest. Food was not good. Undercooked. Cold. Impossible to get reservations in their nicer restaurants and when we did, service and food was not great.
The only benefit this hotel has is that is next to the park xcaret but other than that, I would not recommend it their goal is to sell you timeshare

Family

8/10

Excellent

12 Jun 2026

ALBERT

Everything was good except for the TV in our room, not working

Partner

10/10

Exceptional

11 Jun 2026

Danielle

Staff were good. Lots to do there

Family_with_children

10/10

Exceptional

11 Jun 2026

Jose Carlos

I had a great experience at Occidental Xcaret hotelLlthe park is within walking distance, great food ans plenty of variety, you need to try Pacos Tacos they are delicious. The private beach its perfect for the kids and you don't have to worry at all about the seaweed, theres a barrier that keeps it from getting in.
The wild animals are the best, monkeys, iguanas etc, the perfect place for families.

Family_with_children

10/10

Exceptional

11 Jun 2026

Aubrey Alan

Second trip. Went March of 2025 for wife's 50th. This place is very large. Some things we have discovered. You cannot get hard liquor drinks until 11. Buy bottles for your room if you are a vacay early drinker. Always Pepsi and sprite mixers restocked daily in the mini fridge. You can get unlimited mimosas at the morning buffets.
You will get service no matter if you tip or not. You will get noticed and attention if you tip. Some well placed tips are advisable, especially if you drink. The resort does not have a change service. You can get the vallets to break bills for you, but it's very hit or miss. Best bet, bring a cache of 1s, 5s, and a few 10s. Trying to get change in the resort stores is like pulling teeth, and a snickers will cost you like $7.
Beach chairs will get saved quickly. Just keep your towel and go save a prime spot early.
The lobby buffet by the theater has somewhat better food and working salt shakers. No beach ambiance, but it is what it is.
None of the specialty restaurants will have you see struck, but it is nice to get out and dress up. Steak house was my least favorite. Thin and tasteless.
The ocean fed swimming pool below the beach buffet is great for feeding and filming fish, snorkeling, relaxing. It's also adult only.
Overall, love this place. Btw, our room on 19c, blower fan on high and ceiling fan on high even had my polar bear wife turning it down. Oh, slated door on bathroom. Not for shy poopers.

Partner

10/10

Exceptional

11 Jun 2026

Ivelisse

La comida

Partner

10/10

Exceptional

11 Jun 2026

Angel

Es un lugar hermoso y todo mui bien, buen servicio buena comida , música y shows todas las noches lo recomiendo

Family

10/10

Exceptional

11 Jun 2026

Karla

Super humid but the AC in room was awesome! Xcaret park right next door. Animals roaming around was pretty cool! Only bad thing is check in until 3pm no exception

Partner

8/10

Excellent

11 Jun 2026

Ricardo

Overall, our stay was good, need some TLC in the bathrooms , overall we had a good state, thank you

Family_with_children

10/10

Exceptional

10 Jun 2026

Zulymar

El hotel está muy bien cuidado, me gustó mucho sus areas verdes, están llenas de vida silvestre, está a varios pasos de el parque xcaret. La comida y bebidas muy buenas, aunque conseguir reservaciones para los restaurantes es imposible.

Partner

10/10

Exceptional

10 Jun 2026

Yanaisa Crespo

For family is the best

Family_with_children

8/10

Excellent

09 Jun 2026

Adrian

Family_with_children

10/10

Exceptional

09 Jun 2026

Adanay

El room Services es 24 horas y muy atentos en todo momento.
Hay información en cada edificio de habitaciones.
El complejo lo mantienen todo el día muy limpio y recogido.
Todos los servicios gastronómicos están muy bien atendidos y todo el tiempo están surtiendo.
Las piscinas siempre limpias.
El equipos de recreación siempre atentos.
Y lo más interesante e increíble es como mantienen el sistema ecológico tan cuidado.

Family_with_children

10/10

Exceptional

09 Jun 2026

Miguel

Had a great experience, great staff everyone was really helpful. I am definitely coming back.

Partner

10/10

Exceptional

09 Jun 2026

Soraida

Best place I’ve visted so far! Absolutely amazing place!!!

Family_with_children

8/10

Excellent

08 Jun 2026

Rene

The hotel was great but the experience with the Porter Airline was horrible they charge us for carry on luggage and expidia said it was included crazy like I end paying 145 usd plus 62 usd just for carry on luggage from now on I will never book with expidia or porter airlines

Family_with_children

10/10

Exceptional

08 Jun 2026

Carlos Moises

Loved it 🙏

Friends

10/10

Exceptional

08 Jun 2026

Maciej

Our experience at the Occidental at Xcaret Royal Level was nothing short of exceptional. From the moment we arrived, the staff and management set the tone with their professionalism, warmth, and genuine care. Every team member we interacted with went above and beyond to make us feel welcomed and valued, and it’s clear that the leadership here sets incredibly high standards for service.

The Royal Level service truly elevates the entire stay. Whether it was personalized attention, quick responses to any request, or the thoughtful touches throughout the resort, the service consistently exceeded expectations.

The food was outstanding across the board—fresh, flavorful, and beautifully presented. Every meal felt like a highlight, and the variety ensured there was always something new to enjoy.

And of course, the grounds are absolutely stunning. The natural beauty of Xcaret combined with the resort’s lush landscaping creates a peaceful, breathtaking environment. Whether relaxing by the water, exploring the pathways, or simply enjoying the views, the entire area feels like a tropical paradise.

Overall, this resort delivers on every level: incredible staff, exceptional service, amazing management, delicious food, and a truly beautiful setting. We can’t wait to return.
Thanks to exceptional staff managed by Cynthia, Raquel and the entire Royal Level team.

Family

8/10

Excellent

08 Jun 2026

Diego

Private Beach Love it!

Partner

6/10

Pleasant

08 Jun 2026

Martha Medina

My recent stay at Occidental at Xcaret Destination was disappointing, and unfortunately, I would not recommend this resort or return in the future.

One of the biggest issues was the staff’s attitude. Rather than being welcoming and helpful, many interactions seemed focused on selling a VIP membership. Every time we had a question or needed assistance, the conversation quickly turned into a sales pitch. Once we declined the membership, the concierge staff appeared to lose interest in helping us. We were often ignored, received unfriendly looks, and no longer felt valued as guests.

Another major frustration was the restaurant reservation system. Despite staying for five days, we were never able to secure reservations at the steakhouse or several of the other specialty restaurants. This was extremely disappointing, especially since dining options are an important part of an all-inclusive vacation.

The buffet food was also below expectations. The selection and quality were mediocre, and the overall dining experience did not meet the standards we anticipated for a resort of this caliber.

Overall, the lack of genuine customer service, constant pressure to purchase a VIP membership, difficulty accessing restaurants, and disappointing food made this a frustrating experience. I would not stay here again and cannot recommend this resort to others.

Partner

10/10

Exceptional

08 Jun 2026

Belal

Everything was just right to enjoy all the facilities, definitely going back

Family_with_children