TripAdvisor Traveler Rating

The hotel has a lot of potential with proper management. Email was sent way in advance with requests for the clients and none responded until 1 day of the arrival never heard anything until and 1 day before returning, however they did call on several occasions to invite our guests to a presentation however couldn't reach out for the email shame! Public areas and rooms were very clean most of the time, kudos to housekeeping staff. The rooms were very spacious, beds and pillow super comfortable love it. This was a group of 6 rooms celebrating their anniversary. From my hospitality experience if there is any celebration Rooms get decorated for the arrival day, specific request day, not the day before departure unless if requested. We were at the privilege area saw our butler 1st day only, however he texted every day. Lazy river only had around 10 floating tubes and people held them on the bar or seats. The lifeguard in charge instead of getting those for us will send you to confront the people who were holding the floating since they weren't supposed to hold them. The food at the restaurants wasn’t to our taste, the buffet at Mercado was good, just too many flies inside. Staff seems to be bothered most of the time if we ask for something, didn't seem happy to be at work and used profanity word in Spanish forgetting that even Americans understand those words perfectly. The coffee shop was the best and our favorite spot and he staff there was very friendly there. At the bars we were supposed to get premium beverages, however had to pay attention as they use the cheapest liquor instead of premium. Part of the group work at hospitality (food and beverage, room division, entertainment) of course they were going to pay attention to a lot of things. The DJ played the same music prior to any show, after and even at the disco. The entertainment staff get too personal with the guests as many most of the time were drunk. I know is a culture thing, however you are at the workplace and must always keep it professional to avoid any misunderstanding. In this particular property at the privilege pool the cabanas are not free as others Privilege Resorts in other locations. Be ready for a lot of walking which is needed if you eat a lot. The entire clothing area at the gift shop is marked as $69.79 very weird never see that before anywhere. The massages were great however that SPA need TLC (pool chairs on the waiting room for that type of resort should have a better sitting area, hydrotherapy wasn't working, open shower area not private) The bathrooms in the entire property doesn't have hooks to hang purse, bag, etc.) On the email sent this was a potential property for an Anniversary Celebration in April 2026 seeking between 30 to 40 rooms and that opportunity of providing me with a walkthrough was ignored as well. Overall, the property has a lot of potential just needs a Management with the vision and willingness to serve and hungry for business.

We had a great time at ocean el faro, staying on the el beso side. We were a group of 6, 23-28 year olds and all had a great time. There was so much to do we never found ourselves bored. Lazy river, beautiful beach, especially if you go to the lagoon side. All of the pools have a swim up bar with a mix of quiet and loud pools. There’s even bowling which we never got to do. We all enjoyed the food and found a wide variety at all of the restaurants and buffets. I personally loved the privilege lounge and could definitely tell a difference in the quality of food. Lots of delicious options for lunch and dinner! Mexican, blue moon, Italian were probably my favourites other wise and we also had steakhouse and Japanese. Our butler Jose was amazing and made everything super seamless. He was super easy to communicate with and would book our dinners without me having to ask. He definitely made upgrading to privilege worth it! The drinks were also really good, best in the piano bar and lobby. Miss this resort so much and would definitely recommend and return back myself!

Great service, good drinks!!!!! Alberto and Ricardo at the pool bar always gave top notch service, and always made the best drinks. Best bartenders at the resort!!!!!!!!!!! The main pool bar had the fastest service of all the bars on the resort!

Horrible service. Leaving tomorrow and this has been anything but pleasant and relaxing as a vacation could be. When we arrived at 1 am they gave us rooms with people sleeping in them already and we had to wait another hour to redo the rooms, we have small kids and 1 am was already late. Nobody seemed to care about that detail. The gave us no beach towel cards, rooms were dirty, missing light bulbs and didn't care to replace, fridge was boiling hot and didn't want to change it. Anytime we needed something we had to wait a whole day after them and it still didn't get done. From the customer service point of view this is a 2 star, 3 star at best not a 5 star hotel.

Great trip. Marielys and Yindia were amazing at the pool getting our 4 teenage girls in all activities. We came for twins sweet 16 and they loved every last second. We are from NY and the food was delicious even in the buffet. Rooms well appointed, cold and clean! Evening activities fantastic, loved Carnaval!!!