MIHAELA STRATON
Extremely Disappointing – Poor Service, No Communication, and Unbearable Conditions
We were sent to this hotel after our flight was cancelled, hoping for some comfort after a long travel day. Instead, the experience was frustrating from the moment we stepped in.
The receptionist greeted us with zero warmth or explanation, treating us like we were a burden rather than guests. They were just shouting “ next” , “next”
No one told us anything about the hotel facilities, meal times, or even where to get basics like beach towels — which took nearly an hour to receive them.
The dinner situation was even worse. Despite telling reception we had limited time before our flight, no one informed us that dinner requires a reservation or that huge lines were the norm. With just one hour left, we simply asked for a table for two for a quick pasta. Not only were we refused, but we were passed between three different staff members with no resolution. After 40 minutes tables were still available in the restaurant. They said they can accommodate 20 people- in a restaurant that it was obviously that could hold more guests. In the end, more time was wasted arguing than it would’ve taken to serve the meal.
To make matters worse, we were redirected to the snack bar where they claimed pasta would be available — there wasn’t any. Just more disappointment. And the temperature in this “ snack bar” was unbearable. Easily over 30°C, with no proper ventilation or cooling in the dining areas. It felt like being stuck in a sauna with no escape. You could even feel the temperature on the bottle of spirits! Hot hot hot!!!!
This is simply unacceptable. There was no hospitality, no empathy, and no effort made to accommodate tired and stressed guests. Do yourself a favor and avoid this place — spend a bit more elsewhere and be treated like a guest, not an inconvenience.
Ps: waiting line was also inside- took a video as well but cannot post here. At least 30-35 people
Tim Laychuk
Just spent a week at the Occidental Costa Cancún resort with my gf. We had a really good time, starting with LUIS, a consierge, who was great to deal with and very friendly.
The room was ok, with a very small balcony, but the A/C sure was nice.
The food at the Albatros buffet was ok, and was mostly different every meal time. The Mexican, Italian and SEAFOOD restaurants were great, along with the service. VANILLY, one of the service providers stood out, he was always happy, smiling, nice, and very attentive. 😊
The pool was huge and there was usually entertainment present. The beach and swim area were really good too. The only issue was smelling the boat or jetski exhaust could be a bit over powering.
We were really happy with the night show attractions and the lobby attractions too. The piano & saxophone players, and singers were all really good and definitely very enjoyable to watch.
We enjoyed the little market that was setup one evening by the pool too.
The friendliness, cleanliness and experience at this resort was great. I would recommend this resort to anyone. Thank you for a wonderful experience in Mexico. 🇲🇽
E Bac
A family type of resort, it was fun during the day, but nice and quiet passed 10:30pm. So close to the Hotel Zone and market 23-28, you felt safe anywhere you went.
The staff really make this place exceptional. Some very important stand out staff; Sandra at the main bar was so sweet and friendly. Vanily at the Albatross made sure that every meal was Fun.
While all the food was excellent, Mexico Lindo is a must try! José, Antonio, Cesar and Veronica made out last meal very special. You can tell that they all work well together and have fun doing so.
We will definitely be back!
Martin Chatham
Just spent a lovely 2 weeks here at the Occidental Costa Cancún. I would like to say thank you to all the staff who work there and helped to give us a great holiday. In particular, Pedro who helped me with my booking and arranged THE best room in the hotel for me, Sheyla in Guest Services for her assistance, Adilena who did a wonderful job cleaning my room, Maria from the buffet restaurant who always greeted everyone with a beautiful smile and was so helpful, along with mi amigo Milli Vanilly the waiter, mi amigo, who was such a nice friendly helpful waiter there. Last but not least Sandra Cruz the lobby bar waitress, so hard working but always found time to share a laugh.
But really, everyone there worked like trojans, especially as we had the spring breakers there at the same time, thanks to the bar staff of both bars for fitting me in between serving all those shots and cocktails!
As the hotel is a little on the small side, it did feel a bit cramped when it was full but I still had a great time, and compliments to the cooks/chefs. Surprisingly good quality food and a reasonable variety to keep us interested, and the important thing, no stomach upsets whatsoever! And I lost count the number of nights I went to bed and woke up later with the lights still on as the bed was so comfortable!
I have to say this friendly, comfortable hotel gives fantastic value considering the room rates, so thanks very much and hope to see you all again sometime!
There was always a sunbed on the beach, and the sea was calm, clean and shallow. no more than chest high and had a sandy floor and a lifeguard on duty all day. I enjoyed watching the various boats coming and going from the small harbour next door. Very handy for the ferry to Isla Mujeres and other boat trips, though some might not like the very occasional whiff of diesel and petrol fumes.
Juliana Barros
I am completely disappointed with the hotel!
Two months ago, I stayed at Occidental Xcaret, and it was one of the best experiences I've ever had. So I thought Occidental Costa Cancun would be somehow similar, but I couldn't be more wrong! They put us (3 people) in a tiny room with a king size bed. Then, they came and set another single bed, but forgot to bring pillows (we had to call and ask twice). We also asked for extra towels which they threw on the bed.
The main restaurant doesn't have capacity to serve all the guests. We waited in line for around 30 min. They didn't have many food options, and because of the amount of people, all the good stuff ended pretty fast. Be prepared to be disappointed if you don't arrive in time to make a reservation at the other restaurants. Even being empty, if you don't make a reservation at the other ones, they won't let you eat there.
The structure of the hotel itself is pretty small for the number of guests they accommodate. It looks old and dirty.
I've just got here and my first impression couldn't have been worse. I hope things get better tomorrow once they promised to switch our room. I came to celebrate my birthday, but I believe we chose the worst hotel to do it.
My Booking
