Occidental Grand Xcaret - Travel Package Review from Laguna Niguel, California

Our stay was supposed to be 12/23-12/31/14. This Resort is in CAHOOTS with Expedia to ROYALLY ROB and PILLAGE people. From start to finish they took UNBELIEVABLE amounts of money from us. We made our reservations thru EXPEDIA. Dont do this! They PURPOSELY BAIT AND SWITCH you with FALSELY advertised "deals" that they DO NOT DELIVER. They advertised their "Deluxe" package, "UNLIMITED XCARET XPERIENCE" which was SUPPOSED to include FREE ACCESS EVERYDAY to XCaret Park. (which the Resort is nestled in the middle of) We had had some difficulties getting there. We found out that my Husbands Passport had expired May of this year, the night before we embarked. So we SADLY decided to go on w out him with the hope he'd be able to get it renewed quickly and catch up w us later. It was TRAUMATIZING to say the least... It was myself, and our 2 teenage Daughters. We landed in Cancun that night and discovered that there was NO CELL SERVICE. When we arrived at the Hotel there was NO WIFI EITHER, so I had NO WAY of retrieving my Email Confirmation. They offered me an old laptop to log in with, but the email was in my Husbands Gmail acct. and I did not know what his password was. They WOULD NOT EVEN LET ME USE THEIR PHONE to call him to find out! They told me I had to buy a calling card, $10 in their Tobacco Shop. I finally found out a way to get it. The "confirmation" Expedia sent said, "Reservation for 2 Adults/2 Children, 1 room, 7 nights". THATS IT! COMPLETELY BLANK otherwise! The front desk informed me that their capacity per room was 2 Adults/1 Child. My Daughters are 19 and 16 so my 16 yr. old I thought, would qualify as a Child. I said, "Ok, we're fine then, Right? They're like, NO, they are considered Children up to age 12! GREAT! So what the BEEP was I supposed to do??? THERE WAS NO STATED AGE LIMIT on the Expedia website... THEY TOTALLY DID THAT ON PURPOSE! I told him to get his Supervisor, which he did. Her name was Mercedes. She proceeded to tell me that my other Daughter could stay in our room for an EXTRA CHARGE... I was ok w it because it basically would be that, or be thrown out on the streets of Mexico... I thought, Well how much could it possibly be? A couple hundred bucks? WRONG! More like, more than a THOUSAND! A THOUSAND DOLLARS??? WHAT THE?! That's ABSOLUTELY OUTRAGEOUS!!! But trully...WHAT CHOICE DID I HAVE??? I COULD NOT BELIEVE THEY WE'RE DOING THIS! And ALL on Christmas Eve... We were in a foreign Country, without my Husband. Really, HOW INSENSITIVE can you get??? They DID NOT CARE 1 BIT! They saw nothing but $$$ when they looked at me and saw I badly needed help. I even overheard them saying that they were planning on charging my Husband an ADDITIONAL $600 when he finally did arrive! I NEEDED Wifi to be able to communicate w my Husband. Chaching! 90 DOLLARS MORE! That was day 1. The next day, Christmas (which we sadly had to spend w out our Husband and Father) we planned to visit XCaret that Fri. so we could try to salvage what little we could and have SOME fun this trip, only to be informed that the "Free Access" we purchased WAS NOT INCLUDED in the "Package" AS ADVERTIZED! When you go to purchase it, and get to the buy page, the X-CARET is MAGICALLY NOT THERE! Imagine that! Its STRAIGHT UP FRAUD! So, I ended up having to fork out ANOTHER $400 to enter the Park. They duped me (*** me) into buying the Deluxe XCaret package from the Resort, where I was promised that they'd give me a second day at half price. I went back the next day to do just that and they DID NOT HONOR IT! And Folks, this WASNT EVEN ALL that they did... (we were also SWINDLED by the transportation service, paid IN FULL, they almost didn't pick us up) We decided to pack it up and call it because we had had ENOUGH of the EMBEZZLEMENT and left that Sat. Oh, and by the way, the night before I left, I went down to talk to them and try to see if theyd help us out a little and hopefully reimburse us some of the remainder that was left from us paying for the nights we wouldnt be there, NO luck of COURSE... While I was down there, I asked a different lady at the desk what the Max Capacity for their rooms was. Guess what? It CHANGED to 3 ADULTS/1 Child! So they LIED and OVERCHARGED US BLATENTLY!!! My Husband also looked around found ANOTHER Ad on EXPEDIA that advertised 3 ADULTS/3 CHILDREN!!! So WHAT IS IT? I tell you what, these 2 Companys are CRIMINAL OPERATIONS taking advantage of the vulnerability of people stuck in another Country and who are AT THEIR MERCY. SHAMEFUL. This has made me feel that I WILL NEVER VISIT CANCUN AGAIN. DONT USE EXPEDIA to plan your trips! You will be REALLY SORRY YOU DID. WORST EXPERIENCE OF MY LIFE. Make sure EVERY ONE you care about knows as well. I hope I save 1 person the TERRIBLE AGGRAVATION we went thru. I'm just REALLY THANKFUL its ALL OVER and we all made it home in one piece! PS. There is also ANOTHER POOR WOMAN on TripAdvisor that had THE EXACT SAME thing happen to her! Not their first time! Also TripAdvisor REFUSES to post this review! They must be paid off as well!
View full review
#577385 Review #577385 is a subjective opinion of poster.
Laguna Niguel, California
Reason of review
Not as described/ advertised

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content

For more information read Blog article