The ocean

EVERYTHING they didn't speak English, if you didn't get the adventure them then they really didn't want to talk/help you the worker expected a tip for everything even stuff that should have been free. I wouldn't recommend this establishment to anyone!

very comfortable beds, great pool, good location

staff only friendly and helpful if you tip them every time, restaurants didn’t have the availability mentioned on the QR code they provide themselves, hotel beach not really good, pretty small

- staff in the restaurants were kind

- awful front desk service - non-relaxing environment, music is always loud - experience as a whole is stressing - staff is only friendly in the restaurants but it is hard to have a decent reservation time - bed bugs in our room - hot beer in the taps in every bar - mini bar didn't work properly - everything was hot inside - wifi didn't work, was constantly disconnecting and then we needed to log in many times a day

everything

everything

The facility was nice and big. I liked the included drinks. The location was right by the ferry so that was very convenient. I loved the hammock on the balcony.

They are running some type of scam. I showed them how I paid for 3 people through Booking and when I arrived they told us we only paid for 2 people making us pay an extra $75 per night. Kept going back and forth with them and showed them proof but they didn't care and gave me attitude about it. My a/c in my room didn't work, kept going in and out. Someone came to check and didn't fix anything. Our sheets were wet and smelled like mildew, even when they changed them. Food was average. The employees will harass you about tips and if you don't will give you attitude. Overall I don't recommend.

Everything about the hotel stay was great. It was exceptionally clean and staff was always pleasant and courteous. Good quality entertainment, fun pool/beach side activities and great gym. The checkin/checkout process was easy and pleasant. The buffet was very good and the restaurant food was outstanding. The beach is well maintained with daily removal of seaweed.

The location next to the busy the marina with a large ferry and four pirate ships was not great because of frequent diesel fumes on the beach. The restaurant reservation process should be moved from 7 am to 9 am or later, to allow guests to rest on their vacation.

Room was big, and clean. Location is good.

Food was a big issue. Why should I wake up at 7 am to book a restaurant? The buffet made Cuban hotels look luxurious, and that’s a lot to say. Long wait to check-in. Everyone is selling you a trip.

I like the hotel location and the beach

The line por make reservations for dinner and sometimes at 7:30 am they said everything is full, the music and the bar close early, the qualities of the show, the buffet everyday the same. The employment no kind

Overall structure

Reception staff

Very good

Smell in the toilet

bar and restaurant staff, the pool

the reception staff was awful and did not provide good information. We were allocated a room where staff would walk pass with trolleys and we were woken up at every hour of the night. Some guests also entered our room as they were given the same room. the next day when we asked to move room we had to wait 4 hours without one and were moved to a room with view of the roof and light bulbs not working. No kind of compensation were given. the music in the entire public areas is also super loud and makes it difficult to relax the beach by the hotel isn’t really great, lots of boats and a ferry which makes it noisy and not enjoyable, also lots of seaweeds on the beach

The activities, staff and sea foods were great.

We couldn't get our ocean or at least a pool side view as requested.

The hotel itself is ok, if you’re going to spend most of the time on excursions, it’s a good option. The buffet is good, the drinks are fair.

The front desk staff are not the friendliest. it gets too crowded and they seem overwhelmed.

The room was clean, spacious and modern. The activity staff in particular were very nice and positive. The fresh salad and fruit at the buffet were a daily highlight.

We came to Cancun for 2 weeks. Staying 9 nights in a hostel to keep costs down and then treating ourselves to 5 nights at this all inclusive. The hostel was peaceful, with a relaxing vibe by the pool and places to do yoga whilst over looking the water. We were therefor astonished to find that the ‘fancy’ all inclusive felt like a bizarre Ibiza event. Music blaring by the poolside made it very difficult to enjoy a relaxing read and our room was placed directly above the main outdoor stage where nightly entertainment left me going to bed with noice canceling headphones. Some people may enjoy this party atmosphere but it was not the holiday we were looking for. The hotel has 3 restaurants aside from the buffet. We tried the seafood restaurant and the Italian and unfortunately the quality was very low, and the portions were incredibly small. No exaggeration, I ordered Ravioli pasta and got 3 pieces! We went straight to the buffet afterwards for real dinner. Finally the hotel is let down by a minority of staff who were incredibly rude. We had a particularly bad experience with a waiter at the seafood restaurant. A shame because we also met some lovely staff.

The property was looked in a central location and the view from our balcony was amazing. The bed was very comfortable.

When we arrived at the resort it took an hour just to check in. They never gave us the WiFi password when we checked in so I had to call the front desk numerous times because nobody was answering the phone. The Wifi barely worked when we eventually did get the password. It was very frustrating. I ordered room service and it took hours only for them to bring me something completely different than what i ordered. Then I called for room service later that day and I was told there was no room service today. But then how did I order it in the morning? The one time they did clean my room I was not given any clean bath towels and my pillow cases had gotten makeup on them & I assumed they would give us fresh pillow cases but they didnt so I had to use a towel to cover my pillow every night.

The rooms were great overall although the property is very noisy. The beds are comfortable and housekeeping was very efficient. The food was marvelous and my Group was happy with the choices, as well as with the nightly entertainment. The proximity to the ferry to Isla Mujeres is why I chose it in the first place and that was fantastic.

The beach area is very small and whilst we were there, flooded, with sandbags everywhere. Unusable and unsightly. Additionally, there was a difference between what I booked on booking.com and what the Occidental had on record. I spent 3-4 hours with the front desk, attempting to get it sorted, even having to call booking.com In the end, I was forced to pay the extra despite having a hard copy Confirmation form from booking.com It was very disappointing. Perhaps it's Occidental antiquated computer systems: whatever it was, it put a down-spin on the experience overall.

its location

internet was not working, stuff was not attentive and reception counting cash in front of me for half an hour instead of assisting me. Entire bathroom had black mold all over

Cleanness, food

The receptionist was really sick. She made a mistake, charging the wrong amount. Never send a cancellation to my credit card. I have to dispute the charges. In a time of Covid, the people can't work when they are sick. It was scary.

Overall, it's good. But it needs to be improved of check in procedure and reply to the customer messages.

Check in it's waiting too long. We spent 1 hour just for the line up. Plus they asked us to pay 50% as a deposit a month ago which it didn't say in booking.com. And when we checked in they had nothing on the system, so the front desk had to call their financial department after I showed them a transaction recipe(not an official recipe because I have nothing after I paid online). All this was unnecessary, if they can just write a note on the system. Plus, I messaged them to have a confirmation after I paid a 50% deposit, but no reply at all.

- Food is good - Stuff is friendly

Huge lines for check in and check out. Be ready to stay in line almost an hour. Beach is small