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“A beautiful resort with outstanding service” 4 of 5 stars
Review of Occidental Grand Xcaret & Royal Club

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Occidental Grand Xcaret & Royal Club
4.0 of 5 Resort (All-Inclusive)   |   Carretera Federal Chetumal-Puerto Juarez Km. 282, #307 | Solidaridad, Playa del Carmen 77710, Mexico   |  
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Rates from $99 USD!
Ranked #98 of 199 hotels in Playa del Carmen
Calgary, Canada
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
“A beautiful resort with outstanding service”
4 of 5 stars Reviewed November 21, 2012

We stayed at this resort the second week of October 2012 , From the moment my sister my mother and I walked in the resort, we were treated like royalty. The staff at the Royal Club is absolutely amazing. The best complement goes to Joel Vazquez, he was always happy to drive everyone around, He was very helpful and extremely proud of the work he does. I noticed more than once that some guests were not being very kind. Joel handled the situation with such honer and humility, It really showed his character. The girls at the royal club were so helpful, and always had a smile on their faces, Adriana and Lourdes. Every time we walked in they offered us champagne, which tasted so good on such a hot day. Ismael , Javier y Antonio at the royal club restaurant were also friendly and happy. They gave us directions to places to visit and tours to take. Every time they saw us by the pool, we were asked if we needed a drink. Also, I cant forget Magadalena Peluches, she works at the other restaurants on the resort. She works so hard to attend to her tables , it was upsetting to us that a lot of the guests did not tip and acted quite rude towards the servers, however they kept working hard to make sure everyone was having a good time. Magdalena served us one morning and I had forgotten my wallet, I apologized and she just smiled and told me it was a pleasure to serve us. We came back the next morning and she greeted us with the same great smile. Juan Gomez was a great guy to talk to , always happy and full of information.
The rooms at the resort are so clean and nice , the beds are very comfortable, and the grounds are kept immaculate. I will recommend this resort. There is a huge variety of foods at all the restaurants. We did not have a problem trying to get in at all.
I did not know what to expect, because I read mixed reviews about this place but I am so glad that we decided to stay at Occidental grand xcaret. It was a marvelous holiday. I enjoyed my time with my mother and sister. I highly recommend you rent a car, taxis can end up being a big expense. The roads are in great condition. I must add we visited cancun , playa del carmen , isla mujeres, Akumal, and we never felt unsafe. On the contrary, Mexican people look out for tourists. I came back, Mexican at heart. You must go to the show at the grand xcaret park. It is a must see show.

Room Tip: pay the extra a get into the Royal Club It is worth it.
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  • Stayed October 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
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English first
Montreal, Canada
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed November 20, 2012

i really enjoyed my stay at this resort and i definetelly recommand it to anyone. the food quality was descent and with the large variety of choices its sure that everyone will find something at there liking. The natural environment surrounding the resort is amazing and its always fun to encounter animals. the staff was very friendly and attentionate. A great place to have a great time!

  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Harrogate, England
Senior Contributor
22 reviews 22 reviews
20 hotel reviews
Reviews in 18 cities Reviews in 18 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed November 20, 2012

It's a large property and takes a lot of maintainance which was ongoing in places but not obtrusive. It's clearly been there quite a while and somes areas have that lived-in look. The junior suite rooms were quite decent by size and appearance and there was always space and sunbeds around the two pools.

The beach area around a little inlet is quite small and gets quite crowded, although if you walk a little further to the headland there's some more loungers and sunshades where you can take the breeze and gaze out to sea towards Cozumel island. There's also a pleasant little grassed garden area here where you can sit in the shade of palm trees away from the noise of the music around the beach area.

The food wasn't bad in the main buffet restaurant and the other restaurants were easy to reserve in advance and were OK but not particularly outstanding. Do bear in mind that this is primarily a large all-inclusive resort, consequently the catering has to be on an industrial scale so please adjust your expectations accordingly.

One last thing, all rooms in the main resort have showers only not bath tubs. This was never made clear on the hotel website or indeed the British Airways website where I booked the holiday. The only part of the hotel that has bath tubs is in the Royal Club so if you like a long soak in a bath at the end of the day then this is the only choice for you.

  • Stayed September 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Switzerland
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed November 19, 2012

I stayed here for a week in November and really wish it had been better and lived up to its 4* rating.

The hotel is in nice grounds and the room was clean. I had a free upgrade to a suite with a deal from BA and thought the room was really good. Bed was very comfortable. Very thin walls though and could hear the couple in the room next door having a rather good time most nights and every conversation they had in the daytime too.
The mini-bar is poor though and considering it is all inclusive would have been good to have more than 2 cans of beer and 3 cans of soda in it - and then it only gets re-filled every day even though the room is cleaned every day and they always bring more water....hmmm!

I found most of the staff incredibly unhelpful - we were told different things by so many different people. When we arrived we were told we could only book a la carte restaurant one day in advance - however this is not true and apparently you can make up to 3 bookings in one go. We tried to do this through our concierge who was more interested in trying to sell us timeshares and trips than actually making reservations for us, so all in all I think we spent almost 3 hours trying to book restaurants for the holiday and even then we could only eat at 6pm or 9.30 - not ideal really! And as the buffet is so awful really need to eat a la carte. The fish restaurant was our favourite. Mexican was the worst. Food average at the others. Overall I would give the food a 2* since it was just so plain and uninspiring and often felt like you had just been given left-overs. Even the A la cartes weren't anything special, considering it is a 4* hotel. And hardly anyone in them despite the crazy booking system so completely lacked any atmosphere. And vegetarians beware - nothing is labelled properly, so for example, you think you have scrambled eggs only to find random bits of meat in them - and the same with other food.

Buffet breakfast is a bit of a scrum. We were often shown to tables that were dirty, had to wait 10-15mins for cutlery and then wait even longer to get coffee, and getting hot water for tea was almost impossible and the staff looked like they couldn't give a flying monkeys about the poor service they gave.

The beach is ok, although much smaller than it looks in the picture and sunbeds are really crammed in so don't really feel like you have any of your own space. The music blares out from 10-13 every day with aqua every day at 12 so you definitely feel like you are at a resort rather than on an idylic beach in the Caribbean. Safe easy swimming though and fish swimming around you. The beach is a bit dirty though and covered in fag ends and I even had the pleasure of finding used sanitary products under my sun-bed.

The grounds are quite nice, but feels like everything is a bit fake and manicured.

Free alcohol on tap. Beer tastes like it has been watered down. Cocktails vary in quality. Nowhere to get any nibbles to go with the drinks pre-dinner which is a shame when waiting for dinner at 2130 and starving!

The evening before we checked-out we were told we could have a courtesy room to use so we could go the beach in the morning and freshen up before a long flight but had to come back the next morning to book, which we did. Then when we went to pick up the key for the courtesy room after waiting to speak to someone for 10mins we were told no rooms were available! Seriously the staff here have no idea which end is up most of the time. So after a while of debating the issue we were eventually told we could use a shower in the spa block - so at least that was something but we lost out on half an hour of extra beach and sun time because of the complete incompetencies of the staff.

I would not recommend this place and definitely will not return. I am so disappointed as feel it was expensive and did not live up to its 4* grading or the reviews on this forum.

Room Tip: Room 21322 was a good suite
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  • Stayed November 2012, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Top Contributor
133 reviews 133 reviews
34 hotel reviews
Reviews in 64 cities Reviews in 64 cities
66 helpful votes 66 helpful votes
4 of 5 stars Reviewed November 18, 2012 via mobile

We arrived late due to delayed flight from London Gatwick and further delay negotiating decant from plane due to 6 sick travellers being stopped!
Introduced to duty manager Jose Manuel who personally introduced us and escorted us to room. Our deal included free upgrade at check in. Not available until next day which we did not take as room in block 21 had great balcony over outskirts and jungle.

Book your four restaurants at 5pm on Saturday each week to stand chance of table. 7pm - 8:30pm slots go immediately! Pity most restaurants half empty due to restruction on numbers, as lack atmosphere. Good food in Pescador, Haciendar, steak and Oriental restaurants.

Breakfast at beach club great location although this closed during last 5 days of our holiday.

Consierge staff at block 21 very friendly and didn't push time share tour too much (got the tee shirts and beach towels 35 years ago!).

Bluff area by sea great for adults requiring quiet day. Sea water pool great and wild life in abundance.

Beach small bug never full during our stay. Great safe swimming area with fish...

Quiet pool not so quiet as music played at First Club and pool bar, shame different music!

Vodka, Martini and Tequila bars good at Lobby bar Mon, Wed and Friday. Shame no music after dinner.

Buffet restaurant fair.

The place grew on us during our two week stay and we certainly had value for money with out Tropical Sky package.
Jose Manuel is an excellent manager and I must congratulate the staff for polite welcomes everytime we met.

We voted Pescador fish restaurant best although shame it does not have catch if the day on menu! Rib eye steak brilliant in steak restaurant.

We had great R&R fortnight, thanks.




  • Stayed November 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eastleigh, United Kingdom
Senior Reviewer
10 reviews 10 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed November 18, 2012

Fabulous building, built on a grand scale, lots to do and see in the grounds, the Eco Park next door is very good and worth buying a multi pass. The time share selling is tedious, but worth doing as you can negotiate a multipass for 2 at a reduced rate. The restaurants are definitely not 4 star, the staff are very friendly and nice but the service is very slow. The food is very average and the salad bar in a couple of the restaurants is awful. The restaurants have to be booked but you can only do that at certain times, so there is always a queue at customer services and we still had to wait 15 minutes before being seated at one restaurant. The spa is very good.
I had to pay $82 a week for the wifi, which could only be used on one laptop and only in the room.
There are only poor amenities in the very spacious rooms.
Overall though we had a very nice holiday, but it is not a 4 star hotel.

  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kenilworth, United Kingdom
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed November 18, 2012

We stayed at the Occidental Grand Xcaret for a fortnight in October/November for our honeymoon. It was an all round fantastic experience. When we first arrived, we were impressed by the scale of the lobby which feels like a huge upturned ark! The location of the place is fantastic, among the rainforest and because of this, there is wildlife everywhere, particularly Iguanas and Lemurs wandering free around the public areas. There are also six parrots who live in the lobby, and a fabulous canal which runs through it.

The best thing about the Occidental Grand Xcaret is that it is adjoining Xcaret park which is a huge ego park, with enough to do to keep you occupied for days. If you get a multiday pass, it works out at about £60 pp which for 14 days is a bargain. We swam with dolphins at the park, saw all sorts of wildlife, visited a Mayan village and much more.

The food is fantastic, and there are several themed restaurants you can choose to eat at, rather than the main restaurant. You need to pre-book these but they are definitely worth a visit, especially the Pescatoria seafood restaurant out on the seafront.
Even in the main restaurant, the food is of a high standard and changed regularly.

All the staff are attentive, and genuinely friendly. The only criticism is that we were only able to get our discounted multi day pass to Xcaret park if we agreed to attend a 90 minute tour and presentation by the Occidental rep basically trying to sell us a time share. While not an unpleasant experience, (and quite interesting) it was a little annoying to have to waste time when we were never going to consider the time share! It was worth it however to get the large discount on the pass for the park.

The Mayan culture is huge over there and there is lots of emphasis on the traditions. Every night, there is a Mayan ceremony in the lobby where men in head dresses come down the canal in boats, it is really spectacular! Most nights there is also live music and a themed bar (Martini, cocktails, vodka etc etc)

You will not be disappointed with this hotel - we had a brilliant time and there was something new to see or do every day. Even better if you love animals - they are everywhere!!

Room Tip: Ask for rooms which are not adjoining - can be noisy if you have a family in the next room.
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Occidental Grand Xcaret & Royal Club

Address: Carretera Federal Chetumal-Puerto Juarez Km. 282, #307 | Solidaridad, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#27 Business Hotel in Playa del Carmen
#37 Luxury Hotel in Playa del Carmen
#43 Top resorts Hotel in Playa del Carmen
#45 Spa Hotel in Playa del Carmen
#49 Family Hotel in Playa del Carmen
#61 On the Beach Hotel in Playa del Carmen
#82 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Occidental Grand Xcaret & Royal Club 4*
Official Description (provided by the hotel):
Tucked within an ecological and historical preserve, the all-inclusive Occidental Grand Xcaret captivates guests with spectacular grounds, a pristine coastline and unparalleled service and amenities. Located less than an hour south of Cancun International Airport and ten minutes from renowned Playa del Carmen, this glorious resort boasts winding river channels, free-form pools and a private beach with powder-soft white sand on a quiet cove. The Occidental Grand Xcaret features eleven international restaurants and ten bars to fit every mood and occasion, from a romantic dinner to a lively family meal. ... more   less 
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Also Known As:
Occidental Grand Xcaret Hotel
Occidental Grand Flamenco Xcaret
Grand Flamenco Xcaret
Xcaret Grand Occidental
Occidental Xcaret
Hotel Xcaret
Xcaret Playa Del Carmen
Grand Xcaret Occidental
Xcaret Hotel
Grand Occidental Xcaret

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