TripAdvisor Traveler Rating

We knew in advance that the resort had just opened in December and had read others' reviews talking about growing pains. This turned out to be our experience, as well. First, the site itself, is beautiful. There are two main buildings with guest rooms that are on either side of the main recreational area (pools, patios, walkways, gardens). On one of the other two sides of that courtyard is the main building that houses most of the restaurants and the lobby...and on the final side is the beachfront. We had reserved a sea-view room with "privilege" enhancements. They give you a bracelet that allows you access to your room (as a room key) and to all privilege areas. Be careful because the clerk told us that if you lose the bracelet there is a $100 fee to be paid! At registration, the clerk talked down the view that we would get from our room and tried his hardest to have us opt to upgrade to the honeymoon suite which he said had the full oceanfront view. He told us that he could give it to us at a significant discount. We declined and expected our view to be partially blocked, but when we got to our room, we were pleasantly surprised to see that we had a nice view of the entire courtyard, pools, etc. and could still see the ocean and the horizon. In fact my wife got a great photo of sunrise over the ocean. The first thing we noticed about our room was the strong musty odor. Unfortunately it would stay the entire week that we were there. Other guests told us that they had heard that there was a leak in the rooftop pool two floors above our room and that the leak had damaged rooms below us (no one from the hotel told us that, so not sure if that is true or not). What is true is that we found that if we ran the AC on high, that the smell disappeared, so we did that all week. Unfortunately, it wasn't a very hot weather week (70 and cloudy most days) so we FROZE whenever we were in the room! The other issue we found with the room is that there was often no hot water. My wife showers early in the morning so she didn't run into issues (except once). I, however, only had hot water once. All of the other days it was cold. In talking with other guests in the privilege section, they reported the same to us. They mentioned that they were taking cold showers (and they said they showered late in the afternoon / early evening, before dinner). We tried every restaurant on the premises for dinner and enjoyed all of them. Privilege is a restaurant that is available just to the Privilege guests. Margarita is their Mexican restaurant, La Locanda is their Italian restaurant, Blue Moon is a French restaurant, Pez Dama specializes in seafood, Sakura is a Japanese grill restaurant with the chefs interacting with the guests as they cook your meal and the Steakhouse is...well... a steak house. Los Corales is the buffet available for breakfast and lunch. Each day we would get a text from our butler (a Privilege service) that would tell us which restaurants were open for breakfast, lunch and dinner that day. You could also grab a lunch at the Ocean Burger Bar (by the pool) or the Privilege guest snackbar by the Privilege pool. There is also a Mike's Coffee shop where you can grab a sandwich or snack and there is a little shop called the Sweet Corner that serves up ice cream, custom made crepes and waffles topped with whatever you want on them. We hit those two shops after dinner often. The thing that stood out the most to us on this trip was the incredible staff. Gabriela, our Privilege butler, was very pleasant and would text us each morning. She would the find a way to cross paths with us to talk with us for five minutes or so each day to make sure that we were enjoying everything and to make herself available to us if needed. We let her know whenever we were looking for reservations at any of the restaurants and she took care of those for us. (With the exception of the Steak House, no reservations are needed (it's just first come-first serve) but we did notice that we were seated quicker when we had a reservation. We ate breakfast in the Privilege restaurant every day. We can't say enough about their staff. We had the same waiter each morning. Christian treated us like family from the beginning of the week to the end. We enjoyed him so much and his attention to us never dipped. Towards the end of the week, both of us had had a rough night with stomach issues. Christian immediately went into action bringing us out some sliced papaya and bananas along with chamomile tea. They have a little buffet that was available, but we ordered through Christian each day and the food was always farm fresh and amazing! We requested Christian each morning and looked forward to starting our day with his pleasant service. This is not to slight the others in Privilege: Ramon (the ever attentive manager), Adriana (the smiling and accommodating hostess), Emily (our backup waitress), Gustavo (the evening waiter) was equally attentive and pleasant with some great suggestions for meals not just at Privilege. Tomas, the bartender at the Privilege lounge was also awesome! (It was the first time I had tried Mezcal!) He was very knowledgeable on all of the drinks and took the time to talk with us, regardless of how busy it was. By far, the Privilege staff is what made our vacation memorable. Maria, the housekeeper, did an incredibly thorough job cleaning and stocking our room each day. And she was always very pleasant. One night the turndown service attendant took almost all of our towels and Maria promised better service the following night. We came back to the room to find everything perfect! Maria told us that she had asked the night housekeeper to make sure that there wasn't a problem and she obviously went out of her way to arrange everything perfectly...down to the chocolate on the pillows! The two gentlemen who replenished our refrigerator bar were equally efficient. The baggage porters, the restaurant waiters, the bartenders in the other areas, the servers in Mike's coffee shop (the girl there remembered my order each time I came in!) all were great! In general, I would rate the resort a great place to spend a week (especially to escape the snow (as we were able to do). The building has some growing to do, but the staff are top notch!

We arrived on January 15 and left on January 25, 2026. We were three, as our adult son was travelling with us. We had passes for Nexus Tours for our transfers. We made the mistake of using these instead of arranging a private transfer, which we did for the return trip to the airport (using Canada Transfers, a company we had previously used which has excellent service). Complete chaos at their stand; I had to chase down someone to be put on a list to wait for an available bus. We waited over an hour and the trip out was about 70 minutes, as we stopped at other resorts along the way. A private transfer probably would have been around half that time. This was on top of the 3 hour weather delay leaving Toronto, coupled with an hour wait for our luggage, so we arrived at about 8 pm instead of our anticipated time late afternoon. The resort is attractive, as it should be, having only recently opened and still in the midst of having some physical plant items being worked on (for example, the foot wash and shower stations). It is a good size, at 599 rooms, for this type of resort and the target market. Note that it is quite a drive from the airport, as you basically need to drive through Cancun to the north side and the road serving this and the adjacent resorts are not as nice as the road heading south from Cancun. The resort is apparently opening in stages, so it was not as busy the first few days (and never truly was during our stay) until the arrival of a large group (rumoured to be 400 people). We were welcomed and taken to the Privilege check-in immediately and provided with a cool hand cloth and served sparkling wine while check-in was completed. We had called the Canadian phone number before booking to ensure that our room would have a pull out couch, regardless of whether it was a king bed or two queen beds, and were assured all Privilege rooms had pull out couches. We again asked about the room at check-in and were advised that our room would have a pull out couch. Our butler arrived and took us up to the room, whereupon we discovered that we had two queen beds and no couch. We told our butler that we would use this room for the night but wanted a room change. This was effected on the third day. The room was spacious, clean and well stocked, mostly, as it would appear that the service staff were somehow not aware that there were three of us and several times we had to ask for additional towels. There is a daily maid and turn down service, as is usual. One item of note is that while the resort encourages sustainability, in the form of not requesting fresh towels every day, there is virtually no provision for hanging bath sheets, other than the two hook hanger outside the shower. Meanwhile, there is an empty wall in the bathroom, behind the door, which was probably nearly 2 metres wide, on which towels (or swimsuits, as they do not want you drying items on the balcony) could be hung to dry. If you want a sofa bed in your Privilege Junior Suite you must request a room with a king bed. This is difficult to accomplish as I was advised that anyone travelling as a group of three or more is automatically put in a double queen room. Note also that the resort is set up with the rooms (with the exception of the Master Suites, which front the ocean) perpendicular to the beach, so a pool view overlooks the centre of the resort and provides an indirect ocean view while the garden suites face outside, and to the north is a vacant lot. The pool view in Building 2 faces south so you enjoy all day sun on your balcony, while the pool view rooms in Building 1 face north, and are in almost constant shade until late in the day. Privilege For us, the upgrade to Privilege was well worth the cost, approximately a 10% increase in the package cost. This provides you with a butler, ours was Emilio Garcia, who provided excellent service throughout our stay. Friendly, cheerful and happily shared some details of his life. While we did not see him every single day, we saw him most days and were also in contact with him through a Whatsapp group that he created for us. We only had to request something of him (mostly dinner reservations) and he would arrange and advise through the app. He also provided a daily list of restaurant operating times and the bulk of the events and entertainment happening each day. He even queried us through the app as to our safe arrival at home, knowing that we were flying into Toronto in the midst of a very large snow storm. An excellent brand representative, not just for Ocean Allure, but for your brand at large. Privilege also provided a separate pool and beach area, although we did not use the latter due to the incessant strong winds during our stay. There was excellent service at the pool provided by our server Jazmin Flores, who served us every day but one (her day off). She was polite, kind and always ready to provide us with what we needed (which included running US$20 bills and changing them to singles for me several times). Once she knew what we were typically drinking, those arrived often without even asking. There was also limited food service here. We ended up having chips with guacamole and pico de gallo most days, even though it wasn’t on the menu, having had a big breakfast and not wanting a full meal in the middle of the day. As with Emilio, Jazmin was a wonderful representative for Ocean Allure specifically, and, regardless of location, she will be the bar by which we judge other H10 resorts we visit. There was no shortage of chairs and umbrellas, and once a couple of days had gone by, we had the same chairs waiting for us regardless of the time we came down, set up by Damien and his partner, whose name I unfortunately failed to note, but the latter was relentless at moving my umbrella regularly as I wanted to be in full shade. We also used the rooftop infinity pool a couple of times and it afforded a nice view of the surrounding area, in addition to the comfortable seating and shade arrangement. Pools There were also two other pools (a main and activity), lazy river, and a wave rider, open to all guests. Drink service was provided to your chair but no food service. This was where all the entertainment and activities took place including the Thursday foam party in the main pool. The main pool included the swim up bar and the Ocean Burger quick service restaurant (outdoor seating only). Activities included water aerobics, stationary bikes, zumba, crazy games, foam party, musicians, volleyball and salsa lessons. Experience/Entertainment Teams We want to especially acknowledge the hard work that these teams put in to provide a great experience at the resort throughout the day and evenings. The teams included, in no particular order: Christian, Antonio, Janet, Mario, Maria, Jimena, Axel, Julio, Hector, Christina, Rodrigo, Nataly, Alejandra, Valeria, Victor, Mayra, Joel, Alessar, Karen and Christopher. Hopefully we did not miss anyone. Every day they worked exceptionally hard to encourage guests to participate in all the activities available. Their humour, dedication, energy, and commitment to an inclusive environment was top notch. Our son participated in nearly all activities and after a few days were actively seeking him out. By the end of our stay other guests were greeting him by name around the resort, as a result of the team making him “famous”. They even provided a certificate and an Ocean Resorts baseball hat on our last full day, making him an honourary member of the Experience Team. Daytime Activities There are a variety of guided activities available including a guacamole class, wine and painting, and macrame, in addition to pickle ball and tennis courts, a fully equipped gym, and a spa. Evening Activities and Shows There were a variety of activities and shows available and they did not seem to be on a weekly schedule, which is good if you intend to stay more than seven days, as we did. These include: Showtime Theatre: Diva’s Show, Retro Pop Show, Acrobatic Circus Show, and Latino Beats; Piano Bar: various musicians, including piano, violin, and saxophone players; Sports Bar: sports games coverage, live DJ, bingo, and Karaoke; Main Square: a fire show, Mexican night including a market and dancers entertaining the crowd; and the bowling alley, which you need to book a day ahead, which also hosted a silent club night dance. Restaurants There is a buffet available for breakfast and lunch (no dinner service) which has a large variety of choices for each meal, and is well served by the hostesses, chefs and servers. In addition, we had access to the Privilege restaurant which provided breakfast (a´ la carte and a small buffet), lunch and dinner. We had no issues with any of the restaurants, and all of our meals were delicious. OUr service was, for the most part, quick and efficient. We would like to highlight some of the staff who served us over the course of our stay, including: Salvador and Cesar (Margarita); Juan and Wilberth (La Laconda); Edgar (Steak House); Carla (Blue Moon); Pablo and Alfredo (Sakura); Alberto (lunch) and Tomas (dinner) (Pez Darma); and Armando (breakfast) (Privilege). Spa My wife and son visited the spa for massages and hydrotherapy treatment. They thoroughly enjoyed their massages, provided by Guadalupe Coto Jimenez and Laura Guadalupe May Sarao. Itzel guided them through the hydrotherapy treatment. Suggestions for Improvements The person checking us in should have known that the room they were putting us in did not have a pull out couch, especially when we specifically raised it while sitting there. Given that the resort was nowhere near full, it should have been possible to place us in a king bed room upon arrival. I don’t think that the resort should make assumptions about a guest’s preference and if both types are available, the guest should be asked if they have a preference. As mentioned above, if you want to improve sustainability, provide suitable racks in the bathroom to encourage guests to use towels for more than one day. Put something in place so that housekeeping knows how many people are staying in the room. While it wasn’t every day, it happened often enough to become somewhat annoying to have to call down to ask for extra towels. A guest in a regular suite that we spent an evening with advised us that he was denied ginger ale as a mix, and was told by the server it was only available to Privilege guests. This seems exceptionally cheap on the part of H10 and is the kind of thing that is an unnecessary irritant to a guest. Sometimes, it’s the little things that make or break a trip.

I wanted to leave this review to manage expectations for future guests. While hotel amenities are nice, excellent service, food is ok, portion size is small, the ocean view is not realistic if you choose that option. We are far from the ocean, our room in block 1 is very close to next hotel and more of a garden view. Very disappointing for sure. If you want to be near the water, check the map carefully before booking.

We just had an amazing time at this resort. The resort was beautiful, the food was fantastic, but the service from Gamaliel at Corales Buffet Restaurant was next level! We made sure we sat in his section whenever possible. He was super friendly and didn't miss a beat.

Great time and great place Food could get a bit better tasting and variety Drinks selection are not at 5 star caliber, but sure the will find out their weaknesses after a year of opening Bettyna was by far our favorite staff member Very energetic funny and service oriented