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“Bed bug nightmare!”

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Occidental Tucancun
Ranked #42 of 182 Hotels in Cancun
Certificate of Excellence
Concord, California
Level Contributor
25 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Bed bug nightmare!”
3 of 5 bubbles Reviewed July 24, 2013

I booked this hotel, not knowing what to expect. I had never been to Cancun, and my brother had picked this one. I actually wanted to stay at another one, but for my kids to be able to play with my brothers I chose Barcelo Tucncun. I had booked 2 rooms under the senior discount, as my parents who are both seniors were going to accompany us. Unfortunately my mother had a knee replacement followed by a manipulation under anesthesia, therefore they were unable to go. I ended up going with my husband and kids, and took my nephew. I had called the number located in the UnitedStates to cancel my parents, the customer service representative, told me I could do this upon arrival At the hotel. I arrive at the hotel, and the counter representative informed me he couldn't do any refund, he was very nice. He had me call the 800 number for bookings, I asked to speak to someone in English, so that he or she could understand the anger in my pronunciation. I ended up speaking with Carlos Jordan. He did speak Descent English, but he did not seem to detect the anger in my pronunciation. I asked to speak to someone who spoke better English or a manager. He said he was the manager for all of corporate Barcelo in Mexico, Canada, and the United States. I asked for his boss, and he said he was the highest ranking person. He was so upset at the fact that I asked for someone that spoke better English that he would not resolve my issue. Then on day number 3, there were bugs coming out of room #2 where my daughter slept. I informed the staff. They said they would take care of it. Then on day #5 I informed them that we saw bed bugs, and that my daughter had been bitten, they said they would fumigate. They did, but the smell was awful. In a nutshell, I would never stay at Barcelo Tucancun. The food is the same every single day, on day 4, I was just disgusted by the same food every single day. I must say though, all staff members are very professional and courteous. I don't know how Carlos Jordan became corporate manager for all 3 countries, because he was not resolving my issue. The rooms are descent. There is not enough pool space. There is one somewhat large pool, that was always full. Then another one with warm water that is small.

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 4kids2love
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
mpgiesemann, Manager at Occidental Tucancun, responded to this review, August 2, 2013
Dear 4kids2love

Receive a warm salute from Barceló Tucancún Cancun.
I hope this message finds you well. Customer’s feedback is very important to us. I have reviewed this claim regarding your recent trip to our hotel and I am deeply sorry that you encountered some issues during your stay, because customer satisfaction is our top priority and it seems that you didn´t have an entirely pleasing holiday . Although we work really hard in order to guarantee a worry free vacation.

We have strong commitment with customer satisfaction and high quality in our products, we work hard to maintain our property in optimal condition.

I assure you that all departments involved on this claim where well informed about it, corrective measures and evaluation will be taken.

Once again, I reiterate our apology on this matter and hope to have an opportunity to change this bad impression and regain your confidence on a future vacation.

Please don´t hesitate to contact me for any further comments.

Ricardo Reyna
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (473)
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English first
London, United Kingdom
Level Contributor
12 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
4 of 5 bubbles Reviewed July 24, 2013

After two weeks in Ibesrostar Tucan and bit of a travel around Mexico we had to return to Cancun for one day before return trip to London. As we were doing the booking quite late the choice was very limited and therefore we have decided to go with mid-price option, Barcelo Tucancun. After such an amazing time in Tucan we were very intrigued how this place will compare with our first destination (5 stars vs 4 stars). And the outcome was obvious - Tucan wins by a good distance- yet - Barcelo did well too.

I will start with the strong points first (not better than Tucan yet worth to be mentioned). First is it's location - Tucancun is placed in the middle of Zona Hotelaria in Cancun and 5 mins walk from amazing shopping Mall - La Isla - awesome!!! It is also very lively place - plenty of people with mission to conquer Cancuns clubs!! 3 swimming pools are also nice - not the biggest ones I must say and unfortunately not connected to each other - yet somehow we found them satisfying. Restaurant (Mexican) we went to was also good with very friendly waiter. Finally - the room itself - somehow we got allocated in a Villa at the end of the resort and we absolutely loved it!!!! Sea view, own sun beds, hammocks, huge bed, kitchen and appliances, living room...after small and very cozy room in Tucan we finally had some space!! Great!!

FYI - it seems that we were lucky winners here - as the room next door was 3 times smaller (no kitchen, no sunbeds, no living room) - but hey - I am to review where we stayed - and that was awesome.

Unfortunately there is also a lot of thing were Barcelo needs to improve.

Beach - is not as picture-perfect like the one in Playa but mainly - it is lacking shade-huts and proper sun beds. Buffets are small and have very poor variety of things to eat. Only 3 a la carte!!! Drinks - you could easily taste that cheaper brands of alcohol are used by waiters (they were way worse than in Tucan). Plus - lobby bar which should be core of the hotel is very small and serves the drinks in plastic cups - very disappointing!!! Internet is also with additional charge (although more reasonable that in Tucan). Swimming pools - way smaller than in Tucan and finally - the appearance - although we did not mind it - is like typical hotel. All of those things made Tucan an obvious winner for us.

However - that shouldn't discourage anyone - someone less demanding/experienced than we are or someone making their first steps in all inclusive accommodation will not be disappointed! I'm sure that if that was our first destination ever we would definitely loved it. But having in mind some previous experience - we "only" liked it and therefore we can't give it TA max points - nevertheless it still definitely deserve a good 4.

Room Tip: If possible ask for room located in villas - if you are lucky you may get one in the middle - it is...
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  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Martinez_83
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
mpgiesemann, Marketing Office at Occidental Tucancun, responded to this review, July 30, 2013
Dear Martinez_83

Greetings, thanks for choosing Barceló Tucancún It was a pleasure to have you with us,
Thanks for taking time to value and rate our product and services,
We hope you give us another chance to serve you, if you happen to visit Cancun in the future


With best regards,
Marc Giesemann
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Los Angeles, California
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed July 24, 2013

This was my second time visiting Cancun and I can honestly say it is my favorite "relax by the beach and pool town".
I chose Barcelo Tucancun because I wanted to be close to the Downtown area and the reasonable price. We arrived early in the morning before our room ready so we hit the pool first. They had fun pool and beach activities put on by the staff which helps people mingle and get to know each other. The beach area here is amazing-but I already knew that coming in lol!
The only problem is that the hotel makes you make reservations for dinner and the reservations have an opening and closing time so make sure you pay attention to that. If you need a restaurant recommendation visit Taco Factory in the downtown area. My boyfriend and I ate there 3 out of the 4 nights in Cancun it is my favorite! It isn't fancy and you are right in the alley, but it makes for nice people watching at 2am on Saturday night!
I would recommend this hotel for families mostly, but we were a couple and enjoyed our time as well.
Tip! The hotel doors have about an inch to inch and a half gap, I laid a towel down in front of the door and that help with avoiding outside noise.

Room Tip: The hotel doors have about an inch to inch and a half gap, I laid a towel down in front of the door...
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  • Stayed May 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Tina G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
mpgiesemann, Marketing Office at Occidental Tucancun, responded to this review, July 30, 2013
Dear Tina G,
Greetings, thanks for choosing Barceló Tucancún Beach It was a pleasure to have you with us,
Thanks for taking time to value and rate our product and services,

It would be a pleasure to have youon a longer break soon.
With best regards,
Marc Giesemann
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
38 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
4 of 5 bubbles Reviewed July 24, 2013

And you get what you pay for.
Crowded main pool with queued line for bar.
Adult only pool MUCH better.
Food ok but only there for one night so 2 restaurants other than main breakfast/lunch one is limited.
Good staff. Lourdes on front desk very helpful.
Good value for money.

  • Stayed July 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Stuman1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
mpgiesemann, Marketing Office at Occidental Tucancun, responded to this review, July 30, 2013
Dear Stuman1

Greetings, thanks for choosing us It was a pleasure to have you with us,
Thanks for taking time to value and rate our product and services,
We hope you give us another chance to serve you, if you happen to visit Cancun in the future


With best regards,
Marc Giesemann
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Porthcawl
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed July 19, 2013

I read reviews of this hotel before making a decision of where to stay - my 16 year old daughter had the final say and she made the best choice without doubt. I emailed beforehand and asked for a high room - they said they would try to accommodate and when we arrived we were on the 5th floor - there are 6 floors - the balcony was amazing - a view of the sea and the lagoon too. The welcoming staff on check in along with the porters were so lovely and then the customer service just improved if that was possible. The housekeeping staff were fab as were the waiting staff. Felix, behind the pool bar was a dream, Ulysses and Helena were outstanding company as entertainment staff and we will miss them as we feel like they are our friends now and Eusebio and the waitresses in the lobby bar were just simply welcoming and amazing - we couldn't have asked for more. I've travellled alot and could easily have stayed here for another week - I wish I could have - next time. without a doubt it will be 3 weeks and back in this hotel. If you are looking for chips at every meal, don't come here - if you want spanish and mexican food, fresh omelettes every morning then this is the place for you - Mexico at 3.5 stars at its absolute best - thank you everyone xxxx

Room Tip: Ask for a higher room and tip well - it's so worth it xx
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  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank aemorgs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
mpgiesemann, Marketing Office at Occidental Tucancun, responded to this review, July 30, 2013
Dear aemorgs

We are very happy to know you had an amazing time with us, we would feel very honored to welcome you again so please let us know about your next trip, to make it even better.

Warm Regards
Marc Giesemann
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wadesboro, North Carolina
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed July 18, 2013

We stayed at this hotel for a week in early June 2013 and had an amzing time! The hotel was great and the food was delicious. Due to the heavy rain while we were there, some parts of the hotel lobby ceiling were leaking, etc, which was not a big deal. Other than that, the hotel was beautiful. The beach was extremely nice and clean and the hotel was centrally located in the hotel zone, making it very easy to travel. There were many travel agents present in the hotel at all times, so booking any excursions was beyond easy. The only issue we had was people constantly attempting to get you to buy time-shares. They will offer discounted tours, food, etc in order for you to attend their presentations. We just learned to make it clear that we were not interested and after that first day, we weren't asked again. Front desk personnel could be a little more friendly and helpful, but bar and restaurant staff were amazing.I would definitely recommend this hotel to anyone going to Cancun and we wil definitely come back again.

Room Tip: Our room was oceanfront, which made the entire stay even better. Definitely ask for an ocean-front r...
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  • Stayed June 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rebecca H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ricardo R, Gerente at Occidental Tucancun, responded to this review, November 10, 2014
Dear friend; Thank for your opinion is so helpful to keep improving better service, have to tell you that we don't have any more time sharing people, we are free of that issue. Once again thank you. Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rotherham, United Kingdom
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
4 of 5 bubbles Reviewed July 17, 2013 via mobile

Me and my partner just got back from 2 weeks here and we had a lovely time, although this hotel has a few minor hiccups.
Good points -
Great location - 20 mins from airport, across the road from a shopping mall, 10 min taxi ride to party zone and more shopping malls
Beach - perfect views of the beach, always kept clean and plenty of sun beds
Rooms - the second room we had was perfect, beach view, always kept clean, minibar re-stocked daily
Staff - SOME of the staff couldn't do enough for you - Sylvia round the pool bar was brilliant always had a smile on her face, Felix behind the pool bar was friendly and always gave you good measures, Cindy in the lobby bar made me laugh constantly!
Entertainment team - these people are what make the hotel! Enrique, Winnie, Elena and the rest do such a great job at getting everybody involved and there not too pushy either. Day entertainment consists of water polo, water/beach volleyball, football, bingo, party games to win prizes too. The entertainment team also take you out to a different club every night with transport included. So much easier to do this than doing it all yourself.
Mexican restaurant - out of all the restaurants in this hotel we found this was the best for quality of food.
Drinks - people on here moan about measures of alcohol the bar staff put in, but I can assure you we were always given good measures that were sometimes too strong! And the alcohol is not watered down, although I think the wine is not that from the bottle it is served in.
Air con - free and works well in most rooms
Cleanliness - the hotel was constantly been cleaned, from outside to inside. While we were there the hallways were also been painted too.

Bad points:
Reception - really slow, while I was there I saw many long queues. Not very friendly and some are quite rude.
Food - like I said the Mexican was the best place to go for food in the hotel, other than that it was quite poor. Really random things in the buffet (beef casserole and potatoes for breakfast?) I know we were in Mexico but seriously who has that for breakfast??.. There were plenty of choice but by the end of the holiday we were fed up with it. Also at the end of the holiday I came down with illness quite bad sickness,I'm not sure if this was down to the food there or something else.
Drinks cups - I sometimes was given drinks were I could still taste the cleaning stuff that they had washed the cups in, as they just leave them to drip dry on a drainer, sometimes they use cups what still have suds and water on them.
Rooms - when we booked we asked for double room double bed ocean view. The first room we were given lagoon view and two single beds, the fan was loose, the air conditioning didn't work and actually flooded the room with pools of water. We complained to reception twice. The fan got fixed but the air con didn't, so we asked to move rooms they said they had non available for 2 days so we asked to speak to their manager, all of a sudden they had a ocean view available for us hmmm.. If this happens to you then don't back down from reception keep a fight up and you'll eventually get somewhere. The ocean view we got was perfect.
Night entertainment shows - the shows were really good but the night entertainment just didn't last long enough. The shows were only an hour long and finished around 10, after that they had a band and two singers on but the atmosphere was dead. You could stay there and watch them or go in the lobby bar and have a quiet drink. Not much choice for things to do after 10.


All in all it was a really nice holiday, I'm not sure if I would go back though.

Stayed July 2013, traveled as a couple
Helpful?
3 Thank LouisaMK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Occidental Tucancun

Property: Occidental Tucancun
Address: Avenida Kukulcan, km. 13,5 | Lote 24, Cancun 77500, Mexico (Formerly Barceló Tucancun Beach)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#33 Spa Hotel in Cancun
#36 Top resorts Hotel in Cancun
#39 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Occidental Tucancun 3.5*
Number of rooms: 336
Official Description (provided by the hotel):
Well located, with spectacular beach, mostly all the rooms looking for the ocean. ... more   less 
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Also Known As:
Barcelo Hotel Cancun
Barcelo Hotel Tucancun Beach
Barcelo Tucancun Beach Hotel
Tucancun Hotel
Cancun Barcelo
Barcelo Tucancun Beach Resort

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