Ocean Riviera Paradise

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 10309 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Brought back more than Bargained For!

    Reviewed by Tiffanykos() on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Stayed at Ocean Paradise for 10 days (March 10-20, 2020) with our family of 4 and two other families near by. We were able to upgrade our room to a nice Ocean Front main floor suite for a price of course! Worth it for a family however. My initial thought about the resort is it was a beautiful, modern, and large resort. High heels and wedges were out of the question! Our families stayed at the Privilege Pool the first few days with our kids, went to the beach the following. Food was ok, nothing amazing, the highlight was the Italian Restaurant which we went to a few times. Room service was fairly fast but again nothing to write home about taste wise. Then came day 6 I believe, our friends daughter who is 18 months had a fever, within the day she developed a rash and her hands, feet and groin. This was then passed onto their son and of course a few days later onto our children. All 4 of them had developed Hand Foot and Mouth by the time our trip was over. I myself (the Mother) developed it 4 days after we got home with sores and a fever. I will also say that once we realized what our kids had after visiting the Dr on site, I began to notice several kids in the resort with the same sores on their bodies. So needles to say, there is definitely an outbreak going on there right now, if they are aware or not I do not know. Our overall experience despite that and the slow decline of guests due to the recent Covid Pandemic was good I would say. Nothing amazing but nothing overall horrible to say either other than the Foot Mouth ordeal.

    Extortion should NOT be included in all-inclusive

    Reviewed by NeverH10everagain() on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    First let me say all of the bartenders, house cleaners, servers were great people. Kind, helpful, courteous, and made the resort a nice place. Now for the front desk staff and the "manager". They were terrible. We were given a note the night before our next day check-out. It said that our booking company, Bookit.com, had not paid them for our stay. Let me say something about this. We travelled on United Airlines to Mexico, generally speaking, airlines don't allow people to fly without paying, we paid for our trip in January. We paid for all of our trip. So I went up to the front desk to discuss with issue. I was calm and looking to get more information. The front desk staff told me that I needed to pay $2600 before I left the resort. I assured them that I would get more information from Bookit.com when I returned home, however, the issue was between Bookit.com and this H10 hotel, Ocean Riviera Paradise. They continued to say that I needed to pay the total amount and that they assured me that my bank would "help me fix it". I argued that I could not pay the entire amount and that they needed to work with Bookit.com. I had my family, wife and 3 kids, go to the room and pack it up. I told them I had my rental car and that I would be leaving, they said no. The front desk staff started to position themselves near the front doors. They told me that the police would arrest me if I attempted to leave. They had called the police and they were just outside the front doors, which were easily visible. The staff was doing the same thing to my brother-in-law and his family. After nearly an hour of attempting to reason with the staff, I relented because I was fearful that I would be wrongfully arrested and possibly be separated from my family. I offered my credit card and said, "put $1000 on this, that is all I can pay". The staff person said, "ok you can leave now." I left the resort with my family and went to the airport 13 hours before my flight. My family "slept" on the floor of the Cancun airport. My 11-year-old daughter was distraught. kept asking why the hotel people stole our money. I told her that sometimes companies steal from people and we shouldn't think all hotels or people from Mexico are bad people. This H10 hotel stole my money, kept us against our will, and extorted us. They were dishonest. I can only imagine that all H10 hotels are like this. Do not stay and this hotel or any H10 hotel. I fear you will get more included than you bargained for.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-1

    Value

    Value-1

    Never in my LIFE.........

    Reviewed by huntow(Nashville, Tennessee) on Mar 27, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Before you read any further, just understand that my belief is the current management of this resort is corrupt. Their behavior was deviant if not fraudulent. More on my experience, but there were some good elements of this resort to highlight. My wife and 3 children went here for Spring Break March 14-21. For the most part, the reviews on this site provide an accurate description of the resort. For our family, we upgraded to the Privilege Suite, and it was worth it. Even though I dont drink alcohol, our service was fantastic, and our Butler OSCAR made the trip. He was absolutely incredible and a huge asset to the resort. He did everything possible to make our stay enjoyable including buying us special snacks for us our kids, making ballons, decorating our room daily, reservations at the better restaurants, and the list goes on. The food was good for the most part although the kids meals are exactly the same in every restaurant. At least mix it up from restaurant to restaurant. Our kids got tired of the same thing. As for service, the staff that work at the resort are kind and tend to be detail oriented. With the exception of the Management and Front Desk staff, the service was good. Our room was cleaned well daily, the resport was beautiful and well maintained, and the servers were great. Mariana at the spa gave an incredible massage, and our beach and pool servers were all good. Too many to name, but had no negative experiences to speak of with daily services. One issue is definitely the humidity in the rooms. Without a de-humidifier, you will be miserable. Also, the rooms stink and my suitcase and clothes still stink. I had to wash our clothes twice to get the smell out...... THE PROBLEM? I have never given a 1 star review before. Look at my other reviews, and you will know I am well traveled, and most importantly I am fair. My check-in and checkout experience was the worst I have ever had. First, let me say I booked my trip through BookIt.com. In this travel chaos caused by COVID-19, apparently Bookit shuttered their doors and never paid the $3400 we were charged to the resort. WHY IS THAT MY RESPONSIBILITY? When we tried to book through the resort directly back in December, I was referred to one fo their "Agents" for booking. In fact, Bookit had a representative ONSITE at that time and even when we arrived March 14th. When we tried to add a night, and also when we tried to upgrade our room, we were referred to OUR AGENT, Bookit. Yet when Bookit didnt pay the resort, they held us hostage and said we had to double pay. I went to the front desk the night before checkout, and I asked for a list of ALL my charges. I spoke to a front desk assistant wjo gave me my bill. I then asked her, are these ALL the charges I have to pay before I check out tomorrow? She went back to the office, checked with her Manager, and then came back out with another bill for about $10 for some tax that was not charged upon check-in. She confirmed we are good otherwise. Keep in mind we upgraded upon checkin and paid an ADDITIONAL $1200 for Privilege for the week. Additionally we used their facilities and tipped every single server/employee that served us. But when it came time for checkout the last morning, they presented me with a bill for.......... you guessed it, $3400. I showed them my receipt that I paid to bookit, and then a manager, ROBERTO, came out and told me I was wrong, I had to pay, and he would not let my family leave. I explained the border to the US was being shut down, there were no more flights after Saturday, and he shook his head and told me I pay or he will not let us go. I asked him if it was legal to hold families who have already paid hostage. He looked at me and said he would call the police. If I had the time, I would have encouraged him to do so. However, what we ended up doing was paying the bill, and as soon as we got back to the USA, we called VISA and reported them as a fraudulent charge. Fortunately, Visa has worked with us and credited back the money. But understand that we were one of 60+ families treated thi way. You can read similar experiences on this website. This was their PLAN! Hit you with the bill and the last minute and threaten to hold you and miss your flight if you dont pay. They kept saying "you better go now or you will miss your flight." How devious is that?!?!? You simply cannot, in confidence, come to this resort if you want to trust that you will be treated with fairness in a safe, professional environment. I feel confident that someone from the resort will reply and explain that Bookit did not pay, and that bookit sent a letter blah blah blah. ITS THEIR AGENT! This resort has insurance, and they had an agreement with the booking agency. When I checked in, they knew Bookit had not paid them but they chose not to inform me. CORRUPT. There are SO many good resorts along the Mayan Riviera where you will not have to endure this type of situation. Go elsewhere.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-4

    Value

    Value-2

    Won’t go back

    Reviewed by Sunshine33237(Edmonton, Canada) on Mar 25, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Traveled here March 2020 during all of the corona confusion. We were definitely not happy that the hotel was doing nothing to discourage social distancing, in fact, they were actually closing sections and corralling us into smaller sections. We also thought the use of hand sanitizer for everyone entering restaurants and specifically the buffet should have been made mandatory due to the risk of corona. However, all the corona craziness aside, the resort was nice. We tried every restaurant and the service was great. I won’t bother to get into each one as everyone has different tastes but I will note my favorite was the Mexican. This isn’t just your basic Mexican menu and honestly the presentation was beautiful. My biggest complaint for all restaurants was the wine. The White House wine tasted very much like vinegar and the red made me sick both times I tried it. This may have something to do with the fact that they are always wanting you to pay extra for wine from the wine list. Paying for wine at an all inclusive is something I just won’t do. The buffet food was good but we found it didn’t change much and we grew tired of it very quickly. We stayed in an Eden suite facing the pool. The rooms were cleaned very well each day and were tastefully decorated although the quality of the finishing is not very impressive. We had a few issues within the room and someone came right away and fixed them up. The pillows were terrible. The beach area was beautiful and you can walk for miles. The only thing we didn’t like were the large rocks in the water. Take it slow and feel your way in and you will be fine. We saw maps and photos so we knew what the set up would be like but the reason we ended up not liking it is because you never got to see the ocean. The resort is basically a long skinny area that funnels onto a beach area that you can’t see from anywhere but ... the beach. It is also extra hot and stuffy since you don’t get the wind coming in from the ocean. What we really didn’t like and the reason we will not be returning or recommending is the check in. As soon as we arrived they tried to get us into the sales room. My suitcase was literally pulled from my hand and taken away from me. They told us lie after lie to try and get us to listen to their sales pitch. I was actually pushed towards the door. Who, in their right mind, would think anyone would buy their block of rooms (or whatever) after that? Almost everyday someone tried to stop our holiday and try to sell us their time share. No means no.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Service

    Service-4

    Good Resort Until Terrible Checkout Experience and No Followup

    Reviewed by griffinpaul(Calgary, Canada) on Mar 24, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    We booked our vacation in January 2020 for a stay March 12-18,2020. In total we booked three rooms for the seven of us - myself, my mum, my aunt, my boyfriend, his mom, and his two brothers. We booked rooms in the Privilege Section of the resort. Being from Canada we booked through Air Canada Vacations. About a week or two before arrival I inquired to the resort by email about the cost for airport transfers from the Cancun Airport to the resort. I never heard back from them. We ended up booking a transfer service with Canada Transfers and that worked out fine. Also, I emailed the resort asking for two of the rooms to have two beds and one room to have one bed. They replied saying they will see what they can do. On arrival at the resort it was a beautiful and sunny day. We enjoyed the first glances at the resort. We were escorted on arrival to the Privilege Checkin. Amazing to me, we had to fill out a bunch of paper forms. Some of the information they already had on file so I found this to be quite tedious. Anyways, we were offered drinks while they processed our checkin. We also had a timeshare presenter give us some information about the resort and try to book us for a session the next day. We politely declined. Even though the property did not look full at all, the Privilege Checkin Agent was unable to get us two rooms with two beds and one room with one bed. We ended up getting one room with two beds and two rooms with one bed. This was quite disappointing. However, the next day they were able to move my mom and aunt to a room with two beds, although this was also poorly executed and took a number of hours. We then waited for the shuttle golf cart to bring us to our hotel room block but the golf cart was taking forever so we told the escort we would walk. In fact, this golf cart service always had long waits and we never used it. We were on the second level of the Privilege Section. The room was a generous size and we really enjoyed it. Our butler came by shortly to introduce himself. I found out that our room had a dehumidifier but not all of our three rooms did. Strange. I was glad ours did and was prepared to ask for one based on my readings on here if I had needed to. The wifi worked well and so did the air conditioning. There was ample supplies in the room with respect to towels, minibar, etc.. We loved the Jacuzzi on the balcony and appreciated the tree view as opposed to the pool view for privacy. We had a big family dinner in the buffet the first night which was great as everyone could choose what they wanted. I especially liked the pasta section where you could have the chef whip up whatever pasta dish you wanted. We had a few drinks but none were especially memorable. The next day my boyfriend and I first dined at the Privilege Lounge for breakfast. It was decent. Although I found the service to be a little desired - our waiter only had a couple of tables and it was just me and my boyfriend and when he came to deliver the food he didn't know who's order was who's. Attention to detail. Afterwards we went out to the beach and enjoyed the Privilege Section with the rest of his family. We had great service and the drinks flowed well. There was not too much seaweed and we spent half the time in the water and half just laying down relaxing. Not too many people were in the water; I thought that was weird but maybe they are just beach people instead of swimming people. We tried a few rounds of beach volleyball but it was too hot. And relaxed in the hammocks for a few moments. Took a few photos by the pool. We then explored the rest of the resort, checking on the shops, spa/gym, bowling alley, etc.. I, of course, liked the ice cream shop. We then went to our pool and used the swim up bar. Great relaxing day. Our butler said he had planned us a special surprise dinner for just the two of us but didn't clearly communicate where or when to meet (we were told to be ready at 7pm). We never heard back so ended up just eating at the buffet restaurant again after calls to the generic Concierge line asking what the plan was went unanswered. We then got a text message from the rest of our group that we were missing our special Privilege Dinner. Oh well. This made me think the butler system and dinner reservation system is poorly coordinated. Some of us went to the Lion King show that night. I enjoyed it but I can see why some people leave in the various intermissions. It reminded me of the shows you see on a cruise ship. The next day we had booked an excursion separate from the resort to Chichen Itza. We thoroughly enjoyed the trip but during the day the Government of Canada issued the COVID-19 Advisory for all Canadian's to return home to Canada immediately (this was on Saturday, March 14, just two days into our six day vacation). We reviewed the situation in our seven person group. It was decided that my mom and aunt and I would cut our vacation short and fly back to Canada the next day (Sunday) and my boyfriend and the rest of his family would stay. I went to the Front Desk a little before midnight to explain the plan. The hotel had no policy for the COVID-19 situation and the unused nights. Understandable - I would just make a claim through my insurance for trip interruption. So the Front Desk clerk and I reviewed that I, my mom, and my aunt would checkout in the morning, while my boyfriend would change rooms to the room with two beds and then one of his brothers in the room with three people would also change rooms to the room with two beds. This way we check out of one of the rooms and then the four people left are split across two rooms with two beds. Our new flight was leaving at 0530 so my mum and aunt and I went to checkout at 3am (I never slept that night and just had room service deliver a snack for breakfast). My boyfriend moved to their room when we left and so the room he and I occupied was now empty at 3am. His brother would move to that room in the morning. This is because the room my mom and aunt were now in had two beds so this way my boyfriend and his brother could each have one bed (the brother had previously been on the sofa bed in the third room where my boyfriends’ mom and two brothers were sharing). The front desk clerk was downright terrible and here is where the problems all started. He insisted that we were not allowed to change rooms – ever - and that we couldn't leave. So I tried to reason with him. I explained that I had come down a few hours ago and everything was okay with the plan with the first agent. But he said it wasn't possible. We are not allowed to ever switch rooms. I first thought he was joking but no, so I said of course people change rooms all the time – sometimes there is a water leak, a broken air conditioner, etc.. there are always reasons to change rooms. My mom tried to use humor saying surely it wouldn’t be the first time someone didn’t sleep in the right bed every night. Nope, he wasn’t having any of it. I told him it already happened - my boyfriend and his brother already moved to the new room as discussed with the front desk the night before. The clerk still refused to accept this happened and refused to check us out. I kept saying that I wasn't asking - I was telling - it had already happened, he can't unchange it. The room is now empty and the others are already moved. No, he would have none of it. I gave up. Fine, if he doesn't want to check us out that is fine but we are leaving. I don't understand what the big deal is. I ask him to call us a taxi. He refuses. I couldn't believe my ears. I said, so a guest (since I am still a guest since he won’t check us out) of the hotel is asking the hotel to call a taxi and you refuse? Yep, I apparently heard him right. I started using my cellphone to videotape this (I still have the video - I say on the video I am a guest and am asking you to call me a taxi - he walks away and gets someone else to come out and talk to us). I speak to the other person and after some discussion I agree to stop recording to try be reasonable with him. I explain that all we want is for him to call us a taxi. We are leaving. Whether he wants to check us out or not I don’t really care anymore – we need to catch our flight home. Remember I am not asking for any refund or anything for the unused nights - this will be taken care of through insurance. All we want to do is leave and we are letting them know the three of us are leaving and the four are still staying in the two rooms and the one room is now empty and they can resell it for all I care. Nope, both of them still will not call a taxi. He says we are not allowed to leave the resort. I ask - so you are holding us hostage? I do not understand. I finally tell my my and aunt to just leave with me. We walk out the door and towards the security gate at the front of the resort. My aunt and mom are yelling at the staff that they can't believe that they are making my mum and aunt (who are both female seniors) leave in the middle of the night onto the streets of Mexico to find a taxi themselves. The front desk had obviously already radioed the security gate staff and the security staff try to stop us from leaving. I say I am leaving and brush past them. We turned right and we walked to the next resort. About three or four of the staff then chase after us. At the next resort there is a taxi on the street out front so we ask the taxi driver to take us to the airport. We put our bags in the taxi and get in. But the staff that chased up to us are now there talking to the taxi driver and the staff at the other resort. There is now a big commotion. One guy, the guy that was in the back room that came out when we were at the desk, maybe a lead or supervisor, comes and even threatens to call the Police! I ask him, why would he call the police? What crime is he alleging we committed? I even ask the staff at the other resort - what is the issue? Trying to get them to lean on our resort staff to get away. The guy from the other resort has no clue as to what the issue is after I explain it. I say to them - we already paid for our stay and now we are leaving. I don't understand what the deal is. They talk about it for a few minutes and then eventually they tell us they will let us go but need to cut off our wristbands. Okay, no problem – we put our arms out the windows and they use scissors to cut off our wristbands. We then take off for the airport and fly home. I wait a few days and then email the hotel after the other four members of the group checkout (to not cause them any problems for the rest of their stay - I did email my boyfriend on the way to the airport to give him the heads up about all the hassle the hotel caused us so he would know - he went to the Privilege Section the next day and there were NO issues with what had happened so we are all perplexed as to why the overnight staff at the front desk had so many issues and threatened us). Honestly I just think the overnight front desk staff didn’t know how to process it. That is fine. They could have just taken down notes on paper and wait for the day staff to change it in the computer system. Instead, they threaten us as guests and refuse any assistance. Wow. Anyways, I asked the hotel via email after everyone was back for a copy of the final receipts. To this date I have still not got any. I also asked if they cared to comment on our checkout experience as we thought it was horrible the way they treated us. They have not replied. This speaks volumes as to the customer service they offer. At the end of the day I want to say this - the resort is nice. I really enjoyed my short time there for the two full days I had to spend my vacation before it was cut short. But I could never return. Refusing to call a taxi, refusing to let us checkout, chasing after my mum and my aunt who are female seniors in the middle of the night on the Mexican streets, threatening to call the Police on us, all of this is so totally uncalled for it is unforgiveable. Especially since the hotel has refused any followup or offer at any goodwill/apology. Therefore, based on the customer experience we received I cannot recommend this resort.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-1