TripAdvisor Traveler Rating

Booked this thinking it's a 5* resort with a Beachfront Location...totally wrong description by TUI. The brochure shows two rows of parasols on the sandy beach described as a silk Smooth beach. It has seaweed all the way along now 2 feet High by 3 feet Wide, smelly and full of flies. You have to climb over it if you want to swim in the sea. Staff aren't making no effort to clear it, a beach guy just rakes the sand once a day. Booking of restaurants (only two open every evening+ buffet) has to be on the app at 10am daily. Don't bother as all reservations are blocked booked by Privileged Guests. If you are lucky you might get a 9pm slot when the shows start. Buffet food is appalling, very repetitive and not much choice, not replenished when empty. Japanese, Blue Moon very good. Sun loungers reserved at 7am, not enough for everyone to have one. Some staff attentive, others rude. We have been to Mexico 15 times never experienced such a terrible beach, awful buffet food. Would not recommend this hotel, more like 3*

The resort is about 30 min from the Cancun airport. The rooms are a little older but very, very clean. All the staff is absolutely amazing. From the servers at the buffet, to the entertainers. They are very friendly and remember you when they see you. The food was excellent at the buffet and restaurants. The only issue is the beach. It has nothing to do with the resort, but if you are a beach person, just know there is a lot of sargassum. I would absolutely go back to this resort. The food, service, alcohol, cleanliness are perfect.

The hotel itself was not a 5 star hotel, appeared a bit run down in places. Entertainment was average, but did have many different activities on offer for all different ages and even if it was raining. It is located directly on a beach, however seaweed was a problem. While we where visiting, whilst we appreciate that this is a natural occurrence at times it got to over a foot deep and 3-4 foot wide and was not cleared until day 12 of our 14 day holiday, despite other hotels and public beaches being cleared. We where unable to locate a sunbed round any of the 3 pools as people placed towels down in order to reserve them from 6am and eventhough the hotel has a policy to remove after 30mins of no use they didnt follow this through. We noticed on a number of occasions the same families had reserved beds by the pool as well as the beach, which is so selfish. The food at the buffet was average and well signed. The additional restaurants had to be reserved on hotel app and if not quick to book at 10am missed the spaces available and when attending these resturants they where half empty. The rooms and mini bar was stocked and cleaned daily to a high standard. All the staff work very hard and happy to assist. One day we had an issue with our drains in bathroom and reported to customer services and this was sorted by maintaince team by lunchtime. There is high marketing presence to sell the H10 privilege travel club - despite asking many times if this was a timeshare they never gave a clear answer and pushy throughout the whole holiday to sign up. There is a clear divide between normal paying guests and the privilege guests - whilst some normal guests may have actually paid more than the privilege for the holiday the normal guests are treated like 2nd class citizens, which is especially evident when trying to book a restaurant. Our room was on the ground floor which was close to loading bay and service area so throughout day and night we would hear trollies, staff and guests talking when passing room door and hence didnt get much sleep, especially if raining as this was the covered route to main lobby. The room itself was clean and spacious, with large bathroom, sofa and bed. The cleaning staff where expectional and work very hard.

Juan and Mario at the pool bar are the best in the world!!!! Ask them anything and they will make your dreams come true! At Privilege pool, Jose & Javier are the best and will take care of you he brings us new water every hour! Ricardo is the best waiter at the pool too! Luis is the absolute best butler, definitely try to request him if you can. He went out of his way to make our trip special!

Ocean Coral & Turquesa is a great family-friendly resort. The buffet and restaurants are delicious. The staff is friendly and helpful. The facilities are in great shape and very clean. My kids and I had a wonderful time.