Ocean El Faro

We were supposed to vacation here in February of 2021 and found out the resort was closed when we went to make a room request. The resort had no communication with us and only responded with “if you had a reservation you were notified.” They did not respond to additional follow up.

First let me start by saying I am a member of the H10 premium, i came in September of 2019 and I believe the resort was not open to its full capacity. Lobby and grounds the hotel itself was beautiful, the lobby is something to see is gorgeous, the grounds are well maintained and clean. Staff for the most part the staff was amazing, there was two bartenders at the privilege Pool that where amazing those guys really went out the way to help us, we also went to the other Pool by the lazy River and didn’t receive a good service the bartenders where dinking and overall rude, I just got up and went back to the privilege Pool. Rooms our room was okay, I had to call our concierge because I found hair in our shower, also there was a small roach on the bed, I feel like stuff like this could been prevented by paying attention. We had our room fumigated and there was no other issues after. The food was really not good, I don’t know if it was the opening that they couldn’t get their act together but I swear I had maybe two or three good meals the entire week I was there, breakfast at the privilege was always good, so as the service. Now the beach wow and just wow full of rocks we could hardly get in, we found a small lagoon a bit past the resort and that’s where we went. I can’t believe H10 is spending all this money on hotels on this crappy locations.

I enjoyed the cleanliness of the hotel in general, food and drinks were good. The staff is nice & friendly. Upon arrival, the young lady who assisted me with check in was great and also upgraded me to Adults section as it was just me at no additional charge. I just didn't like the experience of being hounded to but stuff and had a guy literally call my room and kinda stalk me to buy stuff. Other than that, I would visit again! Stay safe everyone and enjoy!

If I could give I0 I would. The experience was breathtaking, it was an amazing time, the service and hospitality was astounding. Employees such as Carlos from the lobby bar, Rosario from the buffet, Stefanie too, I felt like royalty staying at this resort. There were so many more employees that made this memorable but I can’t remember it all. There was an employee with a name similar to croberry (not entirely sure) he was cleaning up at the front and saw us with a flat tire and ran in his all white uniform to help us at all costs, I am so thankful. He didn’t even think twice about getting his uniform dirty or dropping his mop, I am forever thankful. The food is absolutely amazing, and reservations for restaurants aren’t truly necessary except for the hibachi, but you have tastes from all parts of the world, from chefs that truly care about the food they’re putting out. The views are gorgeous and the swim up suits are an absolute must. Everyone is love able and kind. One problem I did have is that I had 2 swim up suites, the 8121 suite had a strong smell of mold or mildew. We could hardly breathe, we called the front desk a few times and they promised to switch the room but they never did the switch. Be careful if assigned this suite. The room however is beautiful and maintained, but we had to call to stock the mini fridge. The person that came however was attentive and brought lots of beverages for us. As a recommendation off of personal experience, be sure of what products are being used during the massages. My husband was made to sign a waiver of liability before the massage, and he felt quite lightheaded afterwards. Not a bad experience but simply a word of caution. Overall the resort is a memorable experience and I definitely feel that it is a great time to spend with family and friends. An amazing experience I would say.

Where to begin, I have had a very difficult time trying to re-book my vacation now twice due to COVID. (I understand there is a pandemic, that's not why I am complaining) First time being that the country was closed off to visitors, second time (now) the country is open but the hotel is closed. Here is the problem I had to call to see if the hotel would be open for my reservation that was scheduled to take place 3 weeks from today. NO ONE reached out to me to let me know that the hotel is CLOSED until NOVEMBER 2020 Second Problem: the only way to change a reservation is to email. THIRD PROBLEM: NO ONE RESPONDS TO EMAILS UNLESS YOU SEND IT MULTIPLE TIMES I need help with the reservation, so hopefully someone from the hotel will respond back to me