TripAdvisor Traveler Rating

DO NOT BOOK THIS HOTEL!!! If you are thinking of booking this hotel please do not waste your money. We are currently coming to the end of a 7 day stay here and this is by far the worst all inclusive we have stayed at. The biggest issue is the smell, there is a raw sewage type of smell across the whole hotel. This is due to the mountains of seaweed left to rot which the hotel does nothing about. The beach no longer exists as it has eroded away and the little sand that is left is covered in brown rotting seaweed. Half the restaurant are closed. The other half you have to rush to book at 10.am with all the other guest and by 10.15 everything is booked up. So if you are not lucky enough you have to eat at the buffet restaurant if it is open! Some days even that is closed. Which means you can only eat at route 66 or room service. The drinks are watered down extremely. There are rackoons all around the hotel at night. Evening entertainment is average at best. We had to move rooms 3 times because of issues with insects, pluming, air conditioning etc. The only positive is the room sizes are big and the staff are friendly. We booked a day pass at Marriott all inclusive cancun and it was so so much better. They still had seaweed but as the hotel cleans it daily there is no foul smell and still a usable beach. Various other guest from England like us have been complaining also. If you are looking at this review before you booking I advise you to book else where even if it cost you a little bit more. This hotel is not worth the money.

This place is wonderful! The food was great and the rooms were so nice. The pools are beautiful and they do many fun events at the pools. But the staff really makes the time here great. We stayed in a privilege room and mostly used the privilege pool and lounge. Our butler, Sebastian, was top notch and went out of his way to help when we needed. At the privilege lounge, Eduardo was our favorite server. He was so kind and funny. I looked forward to visiting with him every morning. There were so many other great servers in the lounge, Alan, Angel, Freddy, Jasson, Ivan, and several more that were so gracious and helpful. I wish I could remember everyone’s name. And the housekeeping staff here does such a great job maintaining the rooms. The bed was made daily and we always had fresh, clean towels. As others have stated, the sargassum was pretty bad but there was nothing to be done about it. The staff here seemed more annoyed but it than we did. We come to Mexico enough to know that if you come during the late spring/summer, sargassum is most likely going to be a problem and it’s just how it is. If you are going for the beach, come down in the fall/winter months. This is my favorite of the Ocean hotels so far. It was a wonderful, relaxing trip! We will be back in the fall.

We just returned fromOCT after a week look vacation with lots of family to celebrate our retirement. My wife and I have been H10 members for years. This was our 6th trip there but first in about 8 years. We have the privilege membership and used those accommodations. First, let me highlight all the positives. Starting with the one person who made this trip amazing single-handedly. My wife and I have normally not used butlers at the resorts. The last few trips we started to. On this trip we had David. Let me tell you, he’s amazing. Handled everything we asked. Dinner reservations ( which had a few challenges he solved) room stocking to suit different needs in each room including young children. He was amazing. If you travel there, ask for David. You will need about an hour to realize how good he really is. David, thank you again for everything!!! Some of the other positives. The property has been renovated and looks amazing. The rooms look great. Everything looks clean and well kept. The food for the most part was very good. Every restaurant with some exceptions were delicious. The housekeeping staff does an amazing job. Each room was immaculate every day and the restocking for each different need was great! (Again, thank you David). The exception to the food was the Italian. The menu itself left a lot to be desired. I didn’t think it really was a good selection to begin with. The food itself was fine but paled in comparison to the others. For example, Sensai, amazing environment, great event, great food. The privilege lounge was a bit of a disappointment. The food on the menu was very good. However the menu never changed day after day. Last time we were there the menu was a bit different every day. I enjoy omelets for breakfast. Previously they had a different choice each day. On this trip, one choice for seven days. Not sure if we were there on off week or that’s the way it is. However, our special dinner we had the last night there was amazing. Steaks were perfect. (Again, thank you David!) The restaurant wait staff was also inconsistent. Many were awesome. Knew their restaurant, could answer Orr recommend anything. But then you would get another one you knew, once you ordered off the menu, you may not get it or get the correct item. The big item that you can’t avoid was the beach. It was not available. There was apparently a storm which washed away sections of it. The seaweed which is a normal issue reflected in countless reviews was piled up in 3-4 foot piles. One or two people laid on the chairs but the water was not an option. Lots of promises to reopen but not that week. Fortunately we are more of a pool group so it didn’t bother us too much. The entertainment was always great. We saw many of the shows and one was better than the other. The kids loved it as well. Overall we had a great time. The issues were not trip ruining. Mild inconveniences at worst. It is. Good resort. We will be back without question. David, thank you again for all you did!

We are currently staying at Ocean Coral & Turquesa for 14 nights, booked as a 5-star all-inclusive beachfront resort. Sadly, the experience has been far below the standard advertised. The biggest issue is the beach. I understand that sargassum is a natural phenomenon, but during the week we have been here I have not seen a single attempt to clean or manage the beach. At check-in, we were asked to sign a waiver stating that the resort cleans the sargassum daily. Based on what I have observed, this is not happening. I have documented the same piece of rubbish sitting in the sargassum for a week. Other beaches in the area are usable because they are being cleaned regularly. This one is effectively unusable. The all-inclusive dining is also very disappointing. Many restaurants are closed on multiple days, the buffet options are limited and repetitive, and on one evening there was no buffet service at all. We also had to queue for breakfast at 08:30 because staff said they were “preparing the line”. For a 5-star resort, especially during what the hotel describes as low season, this is not acceptable. More seriously, I found a piece of ceramic plate in my food. I raised it immediately. Our waiter apologised, but no manager came to speak to us, formally apologise, record the incident, or explain what action would be taken. That is a food safety concern, not a minor inconvenience. Food labelling in the buffet has also been repeatedly incorrect. This is a serious issue for guests with allergies, intolerances, medical needs, dietary restrictions or religious dietary requirements. The general level of cleaning across the resort is below what I would expect from a 5-star hotel. The jacuzzi seats in the pool are also mostly broken, and I was scratched by them. We have raised these issues during our stay, but no meaningful remedy has been provided. The most consistent effort we have seen from the hotel has been upselling, which feels completely inappropriate when basic services are not being delivered. This does not feel like a 5-star resort. It feels like a property relying on the label while failing on maintenance, cleanliness, food safety and guest care. I would not recommend this hotel.

I don’t know where to start. We went there for 12 days vacation, we didn’t unpacked for two days as the room was awful musty smell. We changed four rooms over two days. Still problem with air conditioning. The hotel changed their policy regarding the quite privileged pool, from supposedly adults only quite pool to family pool, the music by the pool was less than relaxing as the music was loud and disc music at all times. We expected to have seaweed on the beach but it was accumulated for possibly a week or more and was a tons of seaweed on the privileged beach sections. Smell of seaweed was horrible and sickening. I am a member of Oceans hotels and booked the vacation through them, though we were obligated to stay the first night we couldn’t possibly stay there. I contacted customer service at ocean hotels and lodged a complaint. The customer service never dealt with the problem. I was very disappointed. Then we decided to cancel the rest of twelve days, speaking to the hotel manager was frustrating and they made us feel bad and eventually agreed to refund us for 10 days as they were doing us favour rather than service. They didn’t prepare to refund us for the first awful day and night. We only got the refund as I booked to move to Oceans Mayan Rivera which is part of the ocean hotels. The Manager told us to get our own taxi to get there. Nightmare wasn’t over, as we arrived at ocean Mayan hotel my wife and I walked around the hotel. It was old, run down and the seaweed on the beach was worst. I was delighted with the privileged desk service as they understood why we couldn’t stayed there and decided to refund our vacation. We moved from ocean Mayan to Cancun Hotel Zone and paid $100 USD taxi fair. Eventually settled in a Hotel Zone for the rest of our vacation. we are still waiting to here from the ocean Corral turquoise and ocean hotels regarding our refund for the first two nights. The only positive aspect at Ocean Corral was the excellent food and service at the Resturants we visited. Hope this review helps you if you are deciding to book a vacation in Cancun.