TripAdvisor Traveler Rating

This resort markets itself as 5-star, but our experience did not reflect that standard. On arrival (room 12203), we were met with a strong damp odour — unacceptable for any property, let alone one claiming luxury. Reception acknowledged rooms are left unused over winter, yet still attempted to upsell us $80 per person per night for Premium. That is not a solution, it is exploitation. We were eventually moved to a privilege room (11301), which was clean and modern, but without the benefits normally attached. Dining was equally disappointing: unless you book at 10:00 am sharp, you are left without options. The buffet closes two nights a week, further restricting access. While the public areas are attractive and do reflect 5-star presentation, the guest experience does not. The initial room was substandard, the upsell attempt inappropriate, and the dining system poorly designed. This resort fails to deliver the consistent quality and service expected of a true 5-star establishment.

I have been thinking about how i want to address the week that we had at OCT with my husband, son with my dad joining us for a few days. My dad has never been to an all inclusive and he LOVED the trip. The beach was bad when we were there, but that is obviously no fault of the hotel and they do the best to clean it up as best they can and find other ways to help ensure you have an excellent vacation! First off we had a few hiccups with our room and Charley (Carlos) and Luis were excellent at resolving those. The Privilege crew in the lounge for Breakfast - Freddy, Victor, Ivan, Miguel, Jesus, Susana and the rest of the crew were amazing as always making it fun while staying on top of everything from coffee, to plates and mimosas :-) . It was great to see Jose again at the Privilege towel stand and Enrique is a lovely addition. He was so pleasant, proactive, and engaging with myself and my son (calling him by name every time). Joelle and Antonio at the "Villa Marina" bar were so pleasant and very customer focused. You could tell they were really enjoying their jobs and were so pleasant! The food was amazing as always and we love Reuben in the bowling alley as he always makes it a ton of fun. We enjoyed our vacation but had one hiccup that I hope management addresses. Recently the Privilege pool returned to the privilege pool after being adults only and then El Beso / Privilege pool. My son was excited about finally being able to swim in that pool. On Wednesday we were throwing the football in the pool away from pretty much everyone (only about 25 people in that giant pool) a complaint was made by a member that we were "intentionally targeting people" in the pool. Christian - the head of Privilege came out to "talk to us" and tell us that throwing a football in that pool was not allowed - giving us a warning. To say it was embarrassing and humiliating is an understatement (one of the towel guys could have told us discreetly if that was the issue), however by Christian taking the individuals word, instead of verifying with staff or on the cameras, made that member feel empowered that he could call the shots. Not only did he use profanity to speak to my husband as he was apologizing if we offended anyone, but the next day that same member SOUGHT OUT my husband to spew more profanity at him. At that point management gave him a warning, however my son refused to go back to the Privilege pool because he thought he was in trouble. Management needs to decide if they want that pool to be a family pool or an adult only pool. If they have rules about throwing a football, using a pool float, etc... that is different from the other pools then they need to outline those rules to be very clear. Note that we were not the only family throwing the football in the pool.

Let me start by saying that Luis was amazing! Staff at the restaurants, bars and pool were friendly and very helpful. Ricardo was second to none around the pool. With that being said there were a couple of hiccups. El Beso (adults only) is no more. It is now all Privilege including the Bistro, which wasn’t open for breakfast or dinner this week. A shame. We loved that restaurant. Everywhere else we ate at was delicious. Luis made all of our reservations and really listened to where we wanted to eat and at what times would work for us. We also used room service a couple of times. We didn’t see any shows and did not eat at the buffet which I have never enjoyed in previous visits. The bowling alley was amazing and a fun thing to do after dinner. Had some issues with the air conditioning but Luis got it sorted quickly. I just want to address a couple of things that does not reflect on the staff or the hotel at all but I think needs to be said. If I am eating my meal, I do not need to hear or see you face timing. Take it outside. Hats need to come off at the table. Basic etiquette. If your group takes over the Privilege lounge every night be respectful of the other people there trying to enjoy a drink pre or post meal or eating their meal in the Privilege restaurant. No one needs to hear your loud conversations or opinions. The pool has music going all day. I do not need to hear your selection from a speaker competing with the resort’s selection. Use headphones. I feel the resort has kind of shot itself in the foot by catering to H10 members who feel entitled to behave how they wish with no regard for the other vacationers. For that reason , plus the El Beso changes, we will not be back to this resort.

Juan and Alex were wonderful wait staff at Blue Moon!

Juan and Alex were amazing! Paper rose handmade for birthday girl!