Occidental at Xcaret Destination

This is our third time visiting this resort, but it will absolutely be our last. We booked this pricey trip expecting a high-end, restful family getaway based on past visits. Instead, this stay has been an exhausting nightmare of false advertising, severe safety hazards, and hostile customer service. We will obviously never return, nor would we ever recommend this property to anyone.

Here is the reality of what paying for a stay here actually gets you:

Unannounced Major Construction & Blocked Amenities We paid a premium to upgrade specifically to the Royal Level package, primarily for access to the private beachfront daybeds and pavilion. Upon arrival, we found these areas completely blocked off by heavy construction materials and caution tape. We were never notified prior to booking or arrival that these paid perks would be unavailable. Furthermore, high-decibel jackhammering and heavy construction noise start around 9:00 AM almost daily, destroying any possibility of relaxing by the pool.

Hazardous Chemical Fumes & Repeated Inaction The safety standards at this property are appalling. Our original room filled with heavy chemical/gas fumes - a volatile mix smelling of acetone, paint thinner, and AC refrigerant on two separate occasions. The first time we reported it, staff simply attempted to mask the odor with air fresheners rather than fixing the root cause. When the fumes returned even stronger, causing immediate dizziness and intense eye burning, staff showed zero urgency. A maintenance employee finally walked into our room, looked around, said absolutely nothing, and walked out without resolving the hazard.

Forced Nighttime Move into a Dirty, Downgraded Room Because the chemical air was literally unsafe to breathe, we were forced to relocate late at night. Rather than taking ownership of an environmental hazard created by their own property, staff provided no assistance. We had to repack and haul all of our family’s bags ourselves.

To make matters worse, the replacement room is a visible downgrade:

• The room was clearly not properly cleaned, featuring visible water marks and glass rings left behind on the counters from previous occupants.
• The bed is noticeably smaller, forcing our kids into cramped sleeping arrangements.
• The balcony is terrible compared to what we originally booked.
• The Wi-Fi does not function at all in this new room, leaving us completely cut off.

Hostile Staff Behavior & Zero Compensation Offered The customer service is abysmal. When my partner went to order a drink around 10:20 PM at a bar that officially closes at 10:30 PM, a female employee began aggressively yelling at him that they were closed. While the actual bartender recognized the bar was still open and kindly served him, the female staff member continued to yell at my partner in front of others.

Despite the closed amenities, daily construction noise, toxic room conditions, uncleaned downgraded room, non-functional Wi-Fi, and hostile staff, management has not offered a single shred of meaningful compensation or account adjustment.

As returning guests who paid thousands of dollars to relax with our family, being forced to breathe chemical fumes, listen to daily jackhammers, sleep in an uncleaned room, and be yelled at by staff is completely unacceptable.

I rarely leave negative reviews, but I feel obligated to warn others about our experience.

We stayed from June 13–18 and unfortunately had one problem after another. The room had a strong musty, moldy smell from the moment we arrived. By the end of our stay, all of our clothes and personal belongings smelled like the room, and even our luggage was ruined because the odor would not come out.

The concierge invited us to what was presented as a welcome tour of the resort, but it turned into a high-pressure vacation club sales presentation. We repeatedly declined, yet they continued to pressure us.

The food was another major disappointment. Although the resort advertises numerous restaurants, we were only able to book two à la carte restaurants for our entire stay, which was never made clear before booking. The buffet became repetitive, and after returning home, both my daughter and I became severely ill with diarrhea that lasted several days. One of us even required medical attention.

Customer service was also frustrating. When we raised concerns after our trip, the hotel made us feel as though we were exaggerating or making things up instead of taking our complaints seriously. Looking online, I found many other guests describing similar experiences, which made me realize we were not alone.

The property itself is beautiful, with amazing wildlife and convenient access to Xcaret Park, but those positives could not make up for the musty room, ruined luggage, poor customer service, misleading sales tactics, limited restaurant availability, and illness we experienced.

I would not stay here again, and I hope management focuses on improving guest care instead of sales presentations.