Occidental at Xcaret Destination

The grounds were beautiful. The pools very nice, the venues for eating were lovely. The walks were nice, the wild animals interesting.

Our rooms.... we moved three times. The first time we liked our room but were moved after 2 nights because of a water break. The second room was very noisy from staff going by with carts and a generator running off and on. three mornings we did not have hot water, and eventually had brown water. The housekeeping staff missed different things every day, we had to ask for them. The phone did not work, we had to go down to the front desk each time. They sent someone up to fix the phone. The third room was okay, very average accommodations with a nice balcony. I was very disappointed having paid for three rooms for family and I.

The rooms are very clean

The breakfast are cold

I have honestly never had such a horrible and mortifying experience at any property I have ever stayed at, and I have traveled all over the world. Let's start from the beginning: WiFi costs, a LOT. 5 days of Wifi for ONE DEVICE costs $35, they will also tell you that you cannot share the wifi coupon between devices or you will get blocked. We then proceeded to go to our room, and on our way saw the dirty bins, dirty pools, and cigarettes all around. We went for a snack only to discover the worst quality of food I have ever seen at a property (pictures attached). When we went to the reception to voice our concerns we were told no refund is available and after multiple rounds of arguments we were finally given what they call "royal access" (again - do not fall for this). The royal-access only lets you have access to a beach club with dirty, cold "jacuzzis" and a restaurant which most would consider regular for a maybe a 3-star property. We were then also told that we would receive 2,000 MX$ as a reward, which of course, once we tried to use, were voided for "miscommunication". Furthermore, royal-access is supposed to grant you free wifi for 3 devices, but we were never refunded the $70 we paid for wifi for two of our phones. The staff was rude and made us feel like we were in the wrong even though clearly the property was in dire condition (as you can see in the picture). I have attached multiple pictures to this review so you can judge for yourself. Needless to say, the property never apologized, management was extremely rude and never gave us any form of compensation for our ruined vacation. Do yourself a favor and NEVER come here: dirty property, rude staff, horrible management and horribly overpriced.