TripAdvisor Traveler Rating

Our stay at Ocean Allure Costa Mujeres for our 32nd wedding anniversary was very disappointing, especially after paying an extra $1,120 for Privilege service. Check-in Granted our flight was delayed we arrived at the resort at 2am. There was no welcome drink, no special checkin privileges. When we made it to the assigned room it was not a king bedroom that we had requested! We promptly rushed back to the front desk to express that they had given us the wrong room. After all we had requested a King bedded room as we are celebrating our anniversary and had upgraded to privilege if they can provide that for us? The Front desk said to us that what we had requested was just that a request and not guaranteed and there is nothing they can do for us! Immediately that set the tone for the whole stay!! Despite notifying the hotel in advance, there was no acknowledgment of our anniversary. No welcome drink, wine, or note—and our request for a king bed was ignored. The front desk was unwelcoming, setting a poor first impression. We had to repeatedly push to receive the “Privilege benefits” we paid for. While our butlers, Gabriela and Javier, eventually stepped in to add some amenities, save the day , this only happened after escalation which felt like an afterthought! The room was spacious and had a jacuzzi on the balcony which we used one day.. that Jacuzzi was never cleaned after our use despite us leaving a tip daily for the cleaners ! The used glasses we used were never cleaned or moved the duration of the week we were there. There was no cleaning but they just tided up the room. Turn down service was greatly appreciated! Frankly, service throughout the resort was terrible. At La Locanda, we felt overlooked and had to fight for our reservation, which had been reserved by our assigned butler . We were receiving inferior service with noticeably better treatment given to others. The Mexican restaurant service provided by Salvador was slow and disappointing, we had to ask him each time to top our drinks as he was ignoring us whilst paying attention to others we were the only people of colour in the restaurant. The Japanese restaurant had the Best Food and service we received, Alias and Chef Alvin were the highlights. The best shows were “The Mary Garcia Saxophonist“, “The pianist” and “The Guitarist “ The coffee shop had attentive servers ! The most concerning was the reoccurring feeling of being treated as second-class guests, which overshadowed our celebration.The service at the privilege restaurant was terrible not to mention the food was not palatable! At one point the sauce was served in a broken serving dish ! The servers would ignore us whilst chatting among themselves instead of paying attention to the guests! Check-out was terrible the front desk person did not even ask how our stay was? He was very abrupt with us as if we were annoying him. He did not treat us as guests who might consider returning! It was the final nail in the whole stay ! The food at this resort needs to be revamped!! If you love good food and good service please please go elsewhere! Even paying for privilege service, was pointless. Please save your money and opt for a different more established resort. Overall, the grounds are beautiful, the rooms were nice and the location has great potential. It was clear that the resort is new and they have not mastered the customer service experience. The resort failed to deliver on service, gastronomy, value, and inclusivity. We WILL NOT return or recommend.

I can’t say enough great things about Valeria in Guest Services at Ocean Allure Costa Mujeres. She was absolutely amazing to work with from start to finish. She went above and beyond in helping me organize everything for my group before their arrival, making the entire process smooth and stress-free. Once everyone arrived, Valeria continued to take incredible care of them, ensuring every detail was handled with care. Her personalized service truly stood out, she made everyone feel special and well looked after. She’s incredibly kind, professional, and a pleasure to deal with. Looking forward to working with her again!

Ocean Allure is a gorgeous hotel! The rooms are spacious & beautifully decorated. We booked privilege rooms & had THE BEST Butlers. Jose Garrido & Carlos Jimenez truly went above & beyond to make our stay fabulous! From making our dinner reservations to being available for any questions we had, they made it possible to have a worry free vacation. The food is great, the staff is great, this resort is great!

Everything about this place was amazing, the service throughout the entire hotel was fantastic. Very clean facilites, and food was delicious. Big props for Oscar Salas from Privilege, he was always taking care of us during our whole trip. Would definitely be back soon!.

Great new resort great food great service