TripAdvisor Traveler Rating

Alejandro Vera, Thank you for all your help. You really made us very welcomed. You are the best. Your service is impeccable. You answered all questions and gave us great ideas. Alejandro, you are a shinning star in the hotel. Your smile and attitude is outstanding.

This is so wonderful! From the moment we left the airport, to the moment we arrived. Our baggage was taken care of, the welcome drinks were delicious, Jennifer at the privilege desk took wonderful care of us! She welcomed us care& smile making sure our 30th bday celebration was perfect in every way!! We love it here!

The best of everything was the people that we meet at the mini club, especially Mirelle, my daughter was so happy every time that she saw her! Was really kind and at all the activities she was enthousiast and help full. Regarding the room, was spacious and clean but any way were some things like the bad that we could not used but when we asked for they repaired fast. And the people was super kind and helpful.

Went to Ocean Riviera July 10th to the 14th, here are some pros and cons: Pros: Privilege lounge breakfast and lunch was really good. Breakfast includes a buffet and an a la carte option. They also provide you with a pastry tower. The catering hall upstairs from La Pez restaurant. The view was stunning, the food was the best on the resort and the servers were nice. Novelo was one of the best servers on that resort, so patient and courteous. Elizabeth, the concierge was hospitable and polite. The pool parties and different activities that were going on at any given time. The main buffet had some good days and bad days. Mikes cafe and the ice cream parlor. Butler service was also a hit or a miss. Cons: The refrigerator, A/C and phones in some of the rooms were not working. Plenty of mosquitos and bugs so come prepared for that. I think I finished my DEET spray the first night! The majority of the restaurants were not great so be prepared. If you want a hamburger, you will not be able to get one here because their "burgers" are made with beef and pork. Margarita restaurant was the worse food by far, the empanadas were just tacos that were closed with mystery filing and the surf and turf taco which contained octopus and steak tasted like fish. That was wild. The steakhouse is nothing like what I am used to. I ordered the ribeye, which was grey and had a lot of gristle and fat, so I don't know if they precooked it and then kept the steaks in the oven? No crust on the steak. La Locanda Restaurant worse experience, almost ruined my trip!!! Arrived at the restaurant 6:33 and was shown to our table. Customarily the host and wait staff would ask for allergies. In our party we do have a nut allergy and fish allergy. Bread arrived no one explained that there was pesto on the bread, one of the persons with the allergy eats it and had to take Benadryl. We all had vouchers to receive an upgraded food item (seafood platter, surf and turf, etc.) We ordered our entree probably around 7 pm and did not receive our entree until 8:20!!! Needless to say, the food was cold. No one complained we maintained grace and decency. My cousin with the fish allergy wanted the seafood platter because he really likes shellfish, and we informed the waiter of the allergy prior and while ordering the food. His plate comes out and of course there is fish on there. We kindly asked the server if he could fix the order. The server was gracious and removed the plate. Shortly after the head chef or "captain" approached our table and just by visualizing the nonverbal cues I saw that he was upset. This is when he initiated to yell at my cousin stating that we walked into the restaurant and did not inform the host about the allergies. We calmly replied we did speak to her, and she showed us to our party. Not to mention we spoke to the server who has direct connection to the kitchen relaying this information. He then states no, no and continue to say we did not inform the host. My cousin's older sister then replied to him, "you do not need to raise your voice. We are just asking to correct the mistake." He then replies, "I could lose my job for this mistake." My cousin's older sister then became upset and said, "my brother could've lost his life". They went back and forth and I calmy just asked the head chef to apologize for the inconsiderate comment. I kept on calmly saying please just apologize and he refused. I believe that this is the machismo complex that we hear about relating to a man talking down on a woman. If he were to apologize, we would move on no harm no foul. But he really put his selfish pride in front of a person's life, and it was ABSOLUTELY HIS ERROR!!! Horrible experience! If you require an EpiPen, just walk with it everywhere! On the last day we went for breakfast, DID NOT CHECK OUT YET and my cousin came back to her room with the maids drinking her wine that was a gift and had raided her minibar. I went back to my room to see if I left anything DID NOT CHECK OUT YET, and a man just opened the door and was surprised to see me in there! AND HE DID NOT KNOCK. Overall, I do not want to overshadow the amazing time I had with my family and that's probably why I rated it higher than it should be but just be very wary when coming out here!!!

The pool entertainment team and mini club staff was great! This morning we had Mirelle run a great family event of musical trivia. At lunch we had Alejandra run pool floaty races for our kids. It was a blast! We look forward to tomorrow’s activities. Great job!