Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Park View
Classic
Languages Spoken
English, Spanish
Location
Boulevard Kukulcan Km 14 Kukulcan Plaza, Cancun 77500 Mexico
Name/address in local language
Occidental Tucancún
12,530 reviews
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
This summary was created by AI, based on recent reviews.
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Occidental Tucancún is a hotel that many find offers reasonable value, boasting a prime location near shopping and nightlife, though it's not without noise issues. While the atmosphere is often described as vibrant, and guests enjoy the beach and pool amenities, there are frequent remarks about outdated rooms and inconsistent service.
Cleanliness varies, with both commendations and criticisms from guests. The hotel's service and amenities receive mixed reviews, with some travelers praising the staff's friendliness, but others facing challenges with room upkeep and service efficiency.
Location
Central
Atmosphere
Outdated
Rooms
Dated
Value
Fair
Cleanliness
Mixed
Noise level
Noisy
Service
Inconsistent
Amenities
Satisfactory
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Positives - Beautiful and clean all inclusive. Our room was clean and the fridge and snacks were kept well stocked. This resort has 3 pools (only two were open during our stay) and beautiful beach is cleaned/plowed early every morning. Lots of chairs available at the pools and beach. Bartenders at the pools did a great job making tons of drinks for the guests. We tipped them often. The only thing we didn't understand is having to wear a mask to order drinks at the outside pool bars when everyone was hanging out in and around the pool without masks on. Lots of fun activities, dancing and games at the main pool. Wifi worked well and the onsite Covid testing was super convenient but cost $18 each.
Issues - when we arrived we weren't given a resort map or even told which way the elevator was for our room. Instead we were pawned off on a guy that we were told would show us to our room, but it ended up being an opportunity to sign up for a timeshare presentation and gifts (which we politely declined a few times). We finally just got up and told the dude we are here to chill and relax, not waste 3 hours of our life for a timeshare presentation. He said if we just go it will help him because he gets commission when people attend. Sorry bro. After we left, we finally found the elevator, got to our room and our room keys wouldn't work. After going back down to get keys reprogrammed we wanted to eat. We're told we couldn't do the restaurants without a reservation and if we wanted to eat at one of the 3, we'd have to make reservations in the morning at 0730. We found one of the 2 buffets and it was just "ok". Food wasn't terrible but it wasn't very appealing (cafeteria like) and a lot of it was just warm. (This was the overall opinion for the 2 buffets during our trip) The next morning we made our reservations for dinner and enjoyed the day by the beach and pool. We'd occasionally bump into the timeshare dude that would remind us to hit him up if we changed our minds. (This happened every single time we saw him) When we arrived at the restaurant for dinner we were sent away because apparently men have to be in closed toe shoes and pants. (Ummm, its a tropical beach resort? Pants and close toe shoes not even required in Hawaii) So we ended up having to eat at the mediocre buffet the entire time we were there unless we went out to purchase pants and shoes. (He was in nice shorts, nice button down and decent shoes. Super ridiculous rule!) My husband ended up losing 4lbs from not wanting to eat.
Overall our stay was ok for the price and it had pleasant bar and wait staff. We would try a different all inclusive resort next time around though.
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Date of stay: October 2021Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Dirección Tucancún, Otro at Occidental Tucancún
Responded Nov 5, 2021
Dear X8352NHlindseys: Thank you for taking the time to share your comments regarding your recent stay at Occidental Tucancún. We are sorry to hear that the service provided at the reception fell short of your expectations, as the entire team strives to maintain the highest standards of service for our guests and give them the opportunity to fully enjoy their experience with us. Rest assured that your comments about the membership sales staff will be forwarded to the appropriate area for your information. We also regret that our gastronomy did not meet your expectations, mainly because the quality and diversity of our culinary offer is one of our strengths. We take your comments about our cuisine very seriously, because we want our gastronomy to continue to be very special for our customers. Regarding our policy in relation to long pants for men during dinner, it is a standard requirement that was put in place to maintain a certain standard according to the service that we offer to our clients by the waiters and waitresses, while they eat with us. We would also like to add that all of our tour operators are aware of this fact and must be notifying our guests prior to their arrival at the hotels where they are also advised of this requirement at check-in. You can be sure that your comments will be taken into consideration and that they will help us to improve our services. Once again, thank you for your time and despite the problems that arose during your stay, we hope that Occidental Tucancún will continue to be an option for your next vacation and that we will have the opportunity to restore your faith in our company in the near future. Best regards,
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Me my wife really like this hotel for its amenities and food. Adjacent to beach. Very clean. Take premium package during reservation which provide below extra things, Free WiFi Free room locker Free premium liquor (black/ red label etc.) Fast check in process Free room service which include food Free sparkling wine
Don’t Try to skip presentation it was bored.
Hope next time we will stay in same hotel.
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Date of stay: February 2020Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from asistentedirecci2019, Asistente de Gerencia at Occidental Tucancún
Responded Mar 3, 2020
Dear harshal1788: We would like to express our gratitude for the comments you have made about your recent visit, since they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the hotel. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacation. We hope to have the great pleasure of receiving your visit again. Best regards,
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So I stayed here for 2 whole weeks and oh my god this was by far the best vacation i ever had. I will make it a 2 part review covering pretty much everything
1) The staff: I don't even know where to start. The entertainment staff were some of the best people i met on this trip namely Jair, Rambo, Yayis, Gio , Gaby and Diner. They made me feel at home and took excellent care of me! Jair, Yayis and Gio always went the extra mile and were paid heed to every small detail. I made such good memories with them that I will cherish forever.
2) Food and facilities: The hotel followed COVID protocols and sanitation was good. The staff were kind and solved even the smallest issues albeit a simple request. The rooms were kept very clean and the minibar was always full. The person who cleaned my room really went out of her way to even fold my sheets into different shapes and was a pleasant sight to come back to. I would absolutely recommend booking a sea facing room as the sight is one to behold!!
I was tempted to take half a star out for the food but I had such a great time that it felt wrong to do so. They have 3 restaurants which are a la carte and need same day reservations and are not open everyday. The food in those restaurants was strictly okay, nothing authentic. The one that is open everyday with a buffet was fine but it had the same menu every single day and they could add a few good veg options and some variety. The taste was understandable as it didn't have too much flavour to cater to all palates. All in all the staff and the people I met in the hotel made it one of the most exciting two weeks of my life and I wouldn't even blink an eye to come back to Occidental tucancun thanks to its staff who are now friends! If they could improve a bit on food it would really be the cherry on top!
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Date of stay: September 2021Trip type: Traveled solo
Room Tip:Definitely book this hotel for a good experience at a decent price
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Dirección Tucancún, Otro at Occidental Tucancún
Responded Oct 8, 2021
Dear 761yashwanthk: We would like to express our appreciation for the comments you have made about your recent visit, as they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the hotel. We continually strive to offer the best quality and to ensure that all of our guests return home with fond memories of their vacation. We do everything possible to ensure that our customers can enjoy an enriching gastronomic experience in a unique setting and with excellent service. Our restaurant team will continue to work so that you will be surprised with delicious local and international dishes on your next visit. Once again we thank you for sharing your experience with us and we look forward to serving you again soon. Best regards,
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Service was well from the very first moment you get to the property. Employees opening doors, helping you out the transportation van, grabbing your bags, taking you straight to the reception desk. They pamper you very well. But when it is time to check out everything changes. Check is is at 11am however we checked out prior to 9am. At the reception desk the lady asked for the pool towels and we explained to her that there was no employee at the towel desk so we left our towels at the desk. She told us to go talk to the employee at the towel desk, so I did. When I approached the desk the first thing the man said to me was I am not giving you a towel coupon. (This is what we needed so we can check out without a fee) I was shocked this was the first thing he said to me, without I being able to have a word first. I went on and explained to the employee that yesterday no one was at the towel desk so we just dropped off our towels and we need the towel coupon to be able to check out. His answer was “I was not scheduled to work yesterday this did not happened during my shift you need to go up to the reception desk I don’t know why you are here” I explained to him that the reception desk was the one who pointed us here in the first place. His response is go up there and ask why did they send you here. At this point I am upset because I am being sent to 2 different directions with no help. So I went back to the reception desk. I told the lady at the reception desk exactly what the man told me why did she send me there. I told her she can check the cameras that we left the towels at the towel desk. Her response was it doesn’t matter if we do not have a towel coupon we have to pay $25 per person. If we knew this we would have made sure to get a towel coupon. But at check in the person made us sign papers and at the end since our room wasn’t ready he said here are you towel coupons go get your towels. Next, our van provided by the hotel to take us back to the airport was here. He asked for some sort of voucher to take us back to the airport. However, the day prior to check out when the man set up the our transportation from the resort to the airport he did not give any time of voucher. His instructions were to just meet at the front at 9. It is not our responsibility if he did not give us a voucher, he did not do his job correctly. So in order to take us back to the airport we had to go back to our email months ago and show him the confirmation.
Ultimately, my last few minutes at the resort left a really bad impression on me. And to be honest the bad outweighs the good. I will not be referring any of my friends or family from USA or South America to this property whenever anyone wants to travel to Cancún.
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Date of stay: March 2020Trip type: Traveled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from asistentedirecci2019, Asistente de gerencia at Occidental Tucancún
Responded Mar 18, 2020
Dear 407keysig: We want to thank you for taking the time to write this review and for choosing us for this vacation. We regret not having met your expectations, our standards are governed by a quality service as well as warmth, so the situation that you detail will be transmitted to the corresponding departments for the improvement of the service. We would love to welcome you again and be able to change the perspective you have of Occidental Tucancún. Regards,
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Concerning that our group of 8 adults were registered "Premium Guests" at premium prices, the female hostess at the main buffet restaurant was rude and offensive on more than one occasion. Music at "nightclub" was strictly salsa every night which got old real quick. A variety of dance music should be offered. Appointment system for dinner reservations was awful. Our reservation for dinner at Mexico Lindo was cancelled because we did not call to confirm. Confirmation was not required for the Seafood or Italian restaurant reservations. Room cleaning service did not visit our room until late in day, typically around 4:30pm which happened to coincide with us getting ready for dinner.
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Date of stay: July 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Dirección Tucancún, Otro at Occidental Tucancún
Responded Jul 19, 2021
Dear jmsespinoza: Thank you for taking the time to share your comments regarding your recent stay at Occidental Tucancún. We are surprised by your comment related to the behavior of one of our waiters and we are transmitting your opinion directly to the responsible area. However, we are pleased to know that the interaction with most of our team members was positive and that you felt well cared for at all times, which is our ultimate goal. We have taken note of his comments on the music, we will share his comments with the head of the entertainment department to request information and a later review. At Occidental Tucancún we believe that leisure activities should be focused on all guests in general. We also inform you that our cleaning hours in rooms are from 9 to 6 in the afternoon, we suggest you on your next visit if you want any special time please tell us so we can schedule it. Once again, thank you very much for your help. Your opinion has helped us to know where we can still improve the experience of those who come to visit us and we really look forward to the opportunity to welcome you again on your next visit. Best regards,
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DO NOT, under ZERO circumstances, do NOT use your credit card (if your from out of the country) to make any purchases on site, and have your bank only open international charges for the amount owed for resort, and have your bank block any and other international charges until your return home. This was my mistake, and I ended up with three additional unauthorized charges when I only authorized one (my resort charge). I walked into premium office reception, and was asked to email my bank statement to so they can look into it. On day 3, I still had no response despite showing up physically looking for responses. Spoke to the manager in the department and again told to email. I finally emailed screenshot, I was told they received and responded. Email response I received from them is jarbbled, unreadable with numbers / letters / symbols that do not make sense. Almost 1 1/2 weeks of asking about unauthorized charges, and I still have not heard from anyone. I've since blocked international charges, and monitor my statement daily.
8) ) Modifying my reservation was a nightmare. I was told something different everytime I called. I was told to pay the entire fee of resort 2 months before check in to receive partial credit otherwise loose out since "we are booked, and it is peak season" (Xmas). I was forced to cancel reservation, and make a new one.
9) My deposit of $688 (dollars) was charged twice (because of a cancellation) when asked when I would be refunded, I was told within 30 days one time, next time I asked I was told 5-8 days. I checked again today, and do not see a refund.........you can imagine my frustration.
10) Pool is small, had to get ouf of pool a couple times when large groups came into pool and consumed it. I wished they had more activities for the entire family, sadly they did not. Limited pool and beach chairs.
My entire experience at the resort was not all bad. One of the best experiences received came from hospitality, it is these workers we never think of. Housekeeping, waitresses, bell boy, etc..... These people made my time at this resort enjoyable. Most respectful, most helpful, most humble people you will ever meet.
I had the experience of eating at all 4 restaurants, and the only good service my family received was at La Claraboya restaurant each and every time. The food was always hot, the waitresses were all (especially Mercedes) SUPER friendly, welcoming, attentive, food was great, bigger variety, and less
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Date of stay: December 2019
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Direc... T, Asistente de gerencia at Occidental Tucancún
Responded Jan 9, 2020
Dear 125maggiea: We sincerely appreciate the time you spent sharing your opinion after your visit to our hotel. The opinions of our customers are of the utmost importance to ensure compliance with our service standards at all times. Rest assured that your observations will be transmitted to the corresponding areas, all in order to remain your preference. We hope you give us the opportunity to receive your visit and we can regain your trust. Best regards,
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This property was small with 3 (reservations only) restaurants and two daily restaurants for buffet.
Pros: Grounds were clean and the beaches were beautiful. I loved how close the property was to the beach. The customer service was great all around. They really worked hard to accommodate everyone. You did not have to get up early to secure a chair by the pool, some were always available. They had 3 pools and the daily entertainment at the main pool was fun! They had plenty of food options. They did ask at the beginning to attend a (hotel owned) time share presentation, but they did not try to shove it down your throat. Once you said no, they moved on. There is a small mall directly across the street with a small grocery store, it was super convenient. There was a larger mall La Isla 10 min walking distance or $1 on the bus for great shopping! This hotel did a great job with Covid by taking temps, making all wear masks, and using hand sanitizer all the time! The Covid testing at the hotel was quick and easy $18 person and we got the results back within 20 mins via email.
Cons: Although there was plenty of food options, and all the food looked amazing, ALL even from the restaurants were bland. Seasoning, even salt and pepper go along way. The decor of the rooms needed updating, but the rooms were comfortable. (Was a plus that they had a coffee pot in the room) The resort lacked nightly entertainment. Once the pool closed and you ate dinner there was nothing to do. It was also a real pain to get up at 730am to make dinner reservations for each evening. At the times we were in the restaurant there were only 2-3 other parties so the restaurants were empty, so I didn’t understand the thought process in that.
All in all we enjoyed our trip. We stayed at RIU Cancun in August 2020 and if I were to choose between the two, I’d choose RIU Cancun because the food and restaurants were delicious, the rooms were updated and everyone had an ocean view from every room, the resort was larger and they had great day and night entertainment. Last, it was walking distance to downtown with more nightlife.
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Date of stay: September 2021Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Dirección Tucancún, Otro at Occidental Tucancún
Responded Sep 13, 2021
Dear Curious566283: Thank you very much for taking the time to share your personal impressions of your stay at the hotel. We are always open to your comments, as this allows us to continually improve the experience we create for our customers. We are sorry to read that our buffet offering did not meet your expectations in terms of taste. Our professional chefs strive to impress our clients with high standards and offer the possibility to enjoy the best of our local cuisine, as well as a great selection of international dishes. However, as we receive guests of all nationalities and ages, we try not to put too many spices on the dishes in order to please all palates. For this reason there is a wide spice station in our buffet so that our clients can serve themselves as they please. We inform you that the night shows or any activity is suspended after 11 at night by instruction of the municipal authorities, we appreciate your understanding. Thank you once again for choosing us and for your constructive criticism, we look forward to the opportunity to serve you again in the future and to have the opportunity to exceed your expectations. Best regards,
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I just checked in the Occidental Tucancun today. When my friends and I booked the hotel, we specifically asked for a room with a balcony. We are here celebrating our birthdays so we wanted something special. When we checked in our room, we realized that it did not have a balcony so we immediately notified the staff. She said it wasn't in her system (even though she didn't check) and that we could see if there is one available the next day. We shared with her that there is an empty balcony room across from us and she just said it's not for you. It's not available. We were extremely annoyed at the dismissiveness, the lack of service and the fact that she didnt even try to help us.
We gave up on the balcony and decided to go the buffet which served Mexican food that evening. All the food was cold and it tasted just ok. The guacamole was delicious and I did enjoy the street corn but that's it. The staff in the restaurant were an absolute delight and I appreciated that they remembered all of our names.
I am already regretting my stay here. I looked at the reviews prior to coming and decided to give it a chance anyway. The hotel is slightly dated and I can already see areas where improvement is needed. Our bathroom is wayyyyy too small for 3 people and we noticed areas where it could be cleaner.
I am going to try and make the best of my stay here, but I would probably never return.
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Date of stay: February 2020Trip type: Traveled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from asistentedirecci2019, Asistente de Gerencia at Occidental Tucancún
Responded Feb 10, 2020
Dear Carlita P: Although we sincerely regret to read that your stay in our hotel was below your expectations, we appreciate the time spent sharing this information about your experience. No doubt we believe that there is always room for improvement and your constructive opinion is very valuable to us. The service of our employees is a source of pride for us and we are quite disappointed to hear that you believe that we are acting below our means in this area. However, you can be sure that your comment will be shared with the team to inform them and get a later review of the service. We are very disappointed to read your dissatisfaction with culinary experiences, we know that meals are an important aspect of our guests' vacation experience. Therefore, we will ensure that you have your opinion in mind to improve our services in this regard. Once again, thank you very much for choosing our hotel this time, we hope to have the opportunity to serve you again in the near future.
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I've just come back from 9 days in Mexico and stayed at this hotel. It's got a very plush reception and pool area and is right on the beach so top marks for this. However, I was initially given a room in a part of the hotel that has 2 lifts but for some reason they've installed a rather permanant structure in front of one so that only one works. This meant a 5 minute wait every time you wanted to use the lift. Thankfully (in some ways!), my room stank of smoke so I asked to change and was given another in a different part of the hotel which didnt have this problem. The bed was very comfortable but the room decor and furniture was poor and the balcony area looked like it has been painted at night with the lights off. I probably would not have made mention of any of the above however the sting in the tail for me was the fact that on my last day, as my flight was a 6PM, checkout out was at 1PM. When I enquired about keeping the all inclusive band on until I left, I was told that I had to have it cut off me there and then and I would be given a ticket allowing me to use the facilities until strictly 1PM. When I said I would have liked to have gotten a bite to eat at the hotel before my 16 hour journey home, I was told this wouldnt be possible. Bearing in mind I'd just spent $1500 with this hotel and missed a number of meals because I ended eating elsewhere as many people do, the fact it chose to be sooo contractual and not offer any 'quid pro quo' I think is worthy of mention.
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Date of stay: January 2020
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Direc... T, Asistente de gerencia at Occidental Tucancún
Responded Jan 13, 2020
Dear 152jamieu: Although we sincerely regret your disappointment with your stay at the hotel, we would like to thank you for sharing your opinion, as it helps us identify areas for improvement and act immediately to improve our clients' experience in the future. Your observations on the quality of the service have been transmitted to the corresponding area for your knowledge. We hope you give us the opportunity to receive your visit again and we can erase the bad image you have of the hotel. Sincerely,
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The food was blend with little or no taste. The beaches were fouled with seaweed. The hotel rooms in the in the premium villas were dirty with water stains on the glass showers. The shower in the primary bedroom would back up onto the floor into the bathroom. We rented two villas and one of our parties had to depart early so we were to be refunded four nights of stay for a second Villa. We were assured the refund would happen within 30 days however we have yet to see a refund. I would not trust this hotel for any future stays and would look elsewhere my next time in Cancun
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Date of stay: May 2021Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Asistente Dirección Tucancún, Otro at Occidental Tucancún
Responded Sep 8, 2021
Dear joedamaro: While we sincerely regret your disappointment with your stay at the hotel, we would like to thank you for sharing your feedback as it helps us identify areas for improvement and take immediate action to improve our customer experience in the future. In relation to incidents concerning the cleaning of your room, we would like to offer our sincere apologies as these are clearly practical that do not meet our quality standard, and we would like to inform you that since we have received your opinion, it has been held the corresponding meeting with our maintenance department and that their opinion is being used as an example to ensure that this does not happen again within our hotel. We thank you for giving us your opinion, as we have taken it very seriously and it has helped us to improve. If you still do not receive your refund, I will be grateful if you send me an email to be able to follow up and solve this incident tucancun.dir-sec@occidentalhotels.com We appreciate the time you took to share your concerns, we hope you give us the opportunity to serve you better in the future. Best regards,
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The extra for the premium is not amazing . A small office/ lounge with access to premium drinks any time , access to booking restaurants and of course the room location is what you get at this resort with the premium price.
There are more places to choose from in the Cancun area.
PRICE RANGE
$163 - $266 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
barcelo hotel cancun, barcelo hotel tucancun beach, barcelo tucancun beach hotel, tucancun hotel, cancun barcelo, barcelo tucancun beach resort
FORMERLY KNOWN AS
Barceló Tucancun Beach
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
339
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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