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star star star star star Carretera Federal Chetumal – Cancún, Km 296, Xcalacoco, Playa del Carmen/Playacar, Riviera Maya & Cozumel Island 77710, Mexico
I stayed here 3 years ago and it was wonderful which is why I decided to go back with my fiancé. To say our stay was terrible would be an understatement. The treatment we received by the front desk was awful. The food at the dinner buffet was disgusting. It's supposed to be an all inclusive resort, but unless you pay a significant upgrade to be a privileged guest - it is not all inclusive. You do not have access to premium liquors, a la carte reservations (which makes for long waits every evening). The beach front is small and for whatever reason, it's been roped off so you're not allowed too bring your chair close to the water - that is if you're able to find a chair. The seating areas are small and chairs are limited which makes it difficult to find somewhere to sit unless you arrive very early in the morning. We also decided to go off the resort to get our covid test (for going home) as the process on the resort is inefficient, making wait times in line up to 3 hours. Asking for something so simple as an extra towel could take hours, if it ever comes. The housekeeper does the bare minimum, regardless of how much you tip. We noticed our bathroom wasn't cleaned the entire time we were there. We will never be returning and would never recommend this resort to anyone.
Hotel bom, tendo em consideração o preço pago. Boa limpeza, funcionários muito simpáticos. A comida é variada no buffet e existem vários restaurantes temáticos. Existem várias piscinas ao longo do hotel, todas com bar. O ar condicionado do quarto funcionou sempre bem e não havia nenhum odor no quarto. A praia não tem areal e existem bastantes pedras na água, no entanto, se andarmos uns metros tanto para o lado esquerdo como para o direito é possível nadar. O preço do teste antigénio no hotel é de 30 dólares. A taxa de câmbio na receção do hotel é de 1€ ou 1$ equivale a 20 pesos mexicanos. O hotel é muito bonito, tem vários animais, é preciso ter cuidado em não deixar a janela do quarto aberto, para não entrar os animais.
El hotel es agradable muy bien ambientado, la comida le doy 6 puntos la habitación 10 colchon el mejor para aquellos que sufren de laespalda. El servicio regular. La atención podrían mejorar y ser más cálidos.
Super desconformes con este hotel que te vende lo mejor y mas alta categoria pero ni cerca de serlo. Para empezar cuando llegamos estuvimos 1 hora esperando que nos recepcionen para que nos digan que la habitacion no estaba lista (normal) y que teniamos que volver en unas horas, pero cuando volvimos tuvimos que hacer media hora mas de fila para que nos den la llave de la habitación, a todo esto vinimos por nuestra luna de miel la cual se lo recordamos 3 veces a la recepcionista y no nos dio ni un poco de atención, y por supuesto, ni una atención minima en la habitación, olvidense de eso de llegar y tener petalitos o toallas con forma, o un shampagne de cortesía, NADA! Despues de la llave tuvimos que agarrar nuestras valijas y cargarlas nosotros mismos hasta la habitación, nadie NADIE te ayuda para nada. El hotel en sí es hermoso pero la atención deja mucho que desear, en la recepción no te resuelven nada, averiguamos para subir de categoria pero las atenciones son minimas, el precio mas caro que en la web y la falta de atención te saca las ganas de pagar mas, por todo hay que pagar, la barra es limitada, si te gusta lo internacional tenes que pagar la siguiente categoria o la diferencia por cada trago, si vas de excursión antes de las 7am no vas a poder desayunar porque no sirven ni cafe en el loby, asique la noche anterior o el dia anterior llevate algo del desayuno, y si llegas tarde olvidate de comer, los restaurantes estan medios vacios y frio. Los restaurantes "especiales" en una semana no hemos podido entrar a comer, hemos hecho reserva y cuando fuimos a tomar el lugar nos cambiaron el horario teniendo que esperar mas de 1 hora para comer y atendido por unas mal educadas, la comida del buffet es bastante limitada depende el horario no hay reposición, y la playa la peor desilución, epoca de covid el hotel no esta al.100% y aún así no hay horario que te puedas levantar para tener una reposera, es diminuta y encima la gente te roba el lugar sin importar nada. En definitiva es semi all inclusive, ya que por todo te quieren cobrar algo, y otra cuestion que es cansadora, esta 100% dedicado todo para los turistas nortemericanos. NO lo recomiendo.
Me encantó, ests enorme pero vale la pena conocerlo todo ya que cuenta con antro, casino de verdad, tiendas, boliche, muchas atracciones para chicis y grandes, vale la pena irse toda una semana a vacacionar aquí.Aqui realizamos la posada del trabajo y todo genial, la atencion para todos fue muy muy buena, la cena especial que nos prepararán estuvo muy rica, se los recomiendo ampliamente
Muy bien y muy bonito, lo único malo, son las excursiones que ofrece el hotel, te mete miedo como si te fueran a robar o algo si no haces las excursiones con ellos, pero no es así. ( Lo entiendo ya que así pues sacan más dinero) pero puedes encontrar las mismas excursiónes por mucho menos si buscas bien donde.
El 90% del servicio es nefasto, te atienden de mala gana y te ponen cara. No tienen cubrebocas a menos que lo compres en tienda a muy alto costo. El servicio de toallas cierra antes de su horario y tienes que pasar de alberca en alberca para ver si están abiertos y te pueden dar. Falta de higiene una cucaracha había en mi habitación. Te limitan el servicio a productos de limpieza generales. Solo un restaurante para desayuno.
EL HOTEL ESTA MUY BIEN, las piscinas están bien, la zona de playa también, la atención personal es bastante buena en general. Las habitaciones son geniales y el servicio de limpieza en estas LO MEJOR DE LO MEJOR. Lástima que sigan explotando el tema "Covid" para a pesar de cobrar el 100% ofrecer solo un 60. Restaurantes cerrados, no discoteca, no teatro ni espectáculos... A cambio frente al looby los sosos animadores de las piscinas intentando entretener a la clientela. MUY ABURRIDO. En tema música que personalmente creo muy importante, diré que en NINGÚN MOMENTO ésta me hizo sentir en Mexico, y no me refiero solo a rancheras que por cierto tampoco escuché NI UNA. Reguetón y soniquetes insufribles que debido a la FALTA DE SEGURIDAD en el hotel o personal que se ocupe de mantener el orden, sonaba también a todo volumen en altavoces de MAL EDUCADOS CLIENTES SUDAMERICANOS Y LATINOS en cualquier zona, acabando con el intento de descanso, relax, tranquilidad y/o bienestar del resto de los clientes. Gritos, visitas al looby sin camiseta o mojados de la piscina, niños molestos sin revisión de ningún adulto y una larga lista de un "CONSENTIDO" MAL COMPORTAMIENTO a cargo de esta gentuza. El hotel es de 5 estrellas, pero parece solo de 4 y... raspado.
Please steer away from this resort. This is the worse all-inclusive I have ever stayed at. Customer Service is horrible. So sad, been to Mexico several times at all-inclusive’ s and this has been the worse.From hauling your own luggage to room upon check-in to checking out. Rooms are dated, Jacuzzi suites are a waste of money, in room amenities defective, good luck calling front desk or getting a ride to lobby. I recently stayed at this resort. Stayed in room 4440. Eden Rooftop Suite. Layout very nice. Tried using Jacuzzi, took 3 hours to fill halfway until we gave up and went to breakfast. Upon return room was flooded. Tub had leaked all into bottom floor bedroom. No compensation or support. Had to go to front desk since room phones are useless. Waited hours then had to haul my own stuff to new room. New Room changed to 4412. Again, same, defective Jacuzzi. This time pump inoperable. No support from customer service. Done running around. Oscar (General Manager Front) you are a piece or work. You may also see him in restaurants. Thanks for making our week hell. It was definitely an unforgettable experience. Pros: Entertainment Staff, Pool staff great, restaurant staff great, grounds nice and rooms have potential. Cons: Management staff horrible, guest services horrible including those at Eden building and front desk. Rooms need repairs and improvements. NOT 5 Star, Jacuzzi Suites worthless, Constant Timeshare or (Ocean Club) nuisance. Food seem cold at buffets, warm beer not many options. Extra charge for everything including room service. Yes! First all-inclusive where there’s a charge for room service. Not talking about tipping which is expected. Beach not for swimming, rocks, where shoes.Just a mess. Cons outweigh the pros in my experience anyway. This review is just based on hotel stay. I love Mexico and will be back, just never here or would I recommend or advise anyone to stay here. If you must, good luck. Check your rooms if your paying for extras and don’t expect much. If this is your first time at an all-inclusive it may be the best but believe me, explore options, there are better places than this. This is bottom of barrel. Good Luck! You’ve been warned.
Fui en junio de este año es el peor hotel al que e ido fueron una pesadilla agarraban de pretexto la pandemia para que tu todo incluido no fuera así, rest cerrados snacks cerrados bebidas limitadas cuando pagaste por todo. Las barras sin hielo, un barman para toda el area de piscina todos los empleados de mal humor y el hotel llenísimo 3 hrs para hacer el check in, el area de niños son funcionar todo un día, y más q molesto las agentes que te quieren vender membresías y no te los puedes quitar salen en todas partes.. decepción total asqueados quedamos y lastima xq En si el hotel es bonito pero no le falta mucho le falta todo… fui a recepción a poner mi queja y te ignoraban. Entre más detalles que no acabaría. No mal gasten su dinero
Just returned from this excellent resort ! Did not leave the resort. Awesome walks on the beach each morning..All the staff work to 5star standards..I will be back for yrs to come with family and friends. No Complaints from this guy.
Wonderful food, atmosphere, most employee's were nice. It would have been very good trip if not for the pushy people trying to get us to buy a time share, not 1 day or 2 days but 6 days in a row then got argumentive with us. I would never go back to that resort. Thanks to William he ruined our trip.Please don't look past the bad things that happened to us. We will not recommend that anyone go to your resort.
We booked this resort a few month before leaving and at the moment it had 4.7 stars.By the time we had to go it had 4.2 starts with a lot of bad reviews.We were not sure what to expect but we’re mostly had low expectations.On the arrival it didn’t look bad and we were pretty excited about it.Not a few days later in this hotel here is what we have: Very understaffed.You only get 2 people serving a huge side of the buffet so good luck getting your coffee until you catch on of the servers and in 10min you’ll have it.If you’re lucky the server will come up to you once during the day on the beach. Beach isn’t great.A lot of rocks.They only cleaned rocks where they ride their jet skis. Rooms have moldy smell.All of them.We had a party with 3 different rooms and it’s the same smell so the balcony has to be open all day with running fan. Food is good.No complaints on that. Steak house and Italian restaurant were horrible.Couldn’t book the Japanese restaurant online from multiple phones so never ended up going there. The pools have kids slides which are great but the pools are freezing cold. Definitely will not be coming back to this hotel. I understand that they got affected by the COVID but this is too much. And with COVID tests most likely you will have to pay 140$ for a rapid test which is ridiculous.
Mediocre is the only way to describe this hotel. Check in took at least 45 minutes with no line. Can’t imagine how much longer for the people behind us. Food is average. You’re lucky if you get something lukewarm. Japanese restaurant is the only one that needs a reservation. Yet it’s very hard to book it. Staff is VERY rude. On multiple occasions. To get water or coffee you’re waiting at least 15 minutes and don’t even hold your breath for a refill. You’re paying $140 a person for a covid test to get the rapid. Their $35 test is scam. The rooms smell of mold. We’re here with a party of 6. 3 different rooms. All smell the same. My sisters room smelt of paint because they were doing some maintenance without warning. They have an 18 month old. The hotel refused to move them rooms. The beach is not as described. Rocks everywhere. Very small beach area. Have to get up early to get spots. They don’t allow any food outside of the buffet and beach buffet. If you ask anything they tell you no. So my recommendation is DONT stay here if you want a good vacation. And good luck cancelling, multiple issues with that.
Excellent resort! We had a great time here, the beach front pool was so nice to have and be able to jump back and forth between the pool and the ocean. I see some people complaining about the food and I have no idea what they’re talking about. We ate at every restaurant and had a great experience at each one. Food was incredibly tasty and servers were all friendly. The buffets were also very tasty, always something that we were interested in. We had a swim up room and it was very nice. Clean, comfortable and a great place to relax after a long day at the beach, really nothing to complain about. As for entertainment, there always seemed to be something that was going on and we got into a few things and had a blast. There’s still restrictions due to covid (which of course can’t be controlled) but there was still plenty of entertainment to provide guest with a great experience. Overall, a great vacation and we will definitely be coming back!
A nível de hotel, os serviços, refeições, funcionários, quartos e instalações em geral são muito boas. Para quem dá valor a uma boa praia, este não é o hotel que procura, a praia é péssima, cheia de pedras enormes dentro de água. No entanto, tem excelentes piscinas e inclusive parque aquático para crianças. Tem imensos animais o que torna o hotel muito amistoso.
Bom hotel resort. Pessoal simpático e disponível. Lamento apenas o fecho do restaurante buffet aos jantares
Decepción total en la estancia. Un solo restaurante para cenar a partir de las 22:30, la gran mayoría de los restaurantes sin abrir. El servicio pésimo... Para ser un 5 estrellas deja mucho que desear. Hay miles de hoteles mejores y seguramente mejor de precio. No volveremos a repetir la experiencia en el Ocena Rivera Paradise.
Great experience, most staff were very friendly, the facilities are very well cared for. The first room we got had strong moldy smell, and the jet tub jets didn't work. We upgraded to clean view and it was beautiful. Beaches are well maintained l, though there is not much beach front. Buffett's were decent. The restaurants were awesome. So many monkeys running around in the morning was so entertaining. The night time entertainment, we're we're there for Halloween and the did the day of the dead celebration beautifully. Very good experience.
Nunca mais....
Hotel muito agradável, não tenho nada a dizer. A comida podia ser melhor mas apenas minha opinião é dos meus gostos, mas há muita variedade. Restaurantes dentro do hotel pra todos os gostos. Trata dos animais selvagens, tem macacos, quatis, guaxinis, iguanas, tartarugas, veados, etc. Limpam o recinto e quartos todos os dias, a praia está acidentada devido ao furacão, mas já estavam arranjar. De maneira geral foi muito bom e confortável.
Muito bom... Comida excelente... staff top... (restaurante mexicano muito bom com o simpático Alexi) 👍👍
Because of the humidity, there is 90% humidity within the room and without humidifier there is a mildew smell, but we had to specifically ask for humidifier. We were at the ground floor with balcony to the pool and were really glad from it. However, of you leave the window unlocked, the Mexican raccoon can open it… (my wife had to wake me at 6am asking to kick him out). This time we had seaweeds 😬 Staff is great and service is good. Pools are great as well
Excelente resort. Várias piscinas e restaurantes. Proximidade com a praia. Pacote privilege vale a pena pela experiência. O mordomo António Martinez Gomes é o melhor, atencioso rápido e simpático
Currently staying here. If things were working "normal" it would be a 5 star no doubt. And it is those good things that keep it from falling lower. Right now there is no A/C anywhere! Rooms are just mildly cool and you have to turn off dehumidifier that keeps blowing hot air in the room because otherwise it is just brutally hot. Restaurants are all hotter than outside... all of them. I am carrying around a small electric fan to use in restaurants. The whole place seems to be understaffed. At night eating takes all of your patience. You ask for a table and despite you clearly seeing empty tables.... they say you have to wait for 40 minutes to be seated. The empty tables remain empty for most of your waiting time. I mean, it is not like they don't know how many people are here for dinner.... they could have more staff or more restaurants open. When you got to guest services they say the A/C is working perfect... that the window must have been left open.... etc. And about dinner... they just won't speak to you! They will avoid you. Oh and last but not least, though this is not the hotel's fault, the beach was recently eroded by the sea.
Atendimento horrível, muito demorados sempre, dizem que é open bar, mas não pode beber a qualquer momento do dia. Dizem ser open food e nao pode comer a qualquer hora também kkkkkkkkk
I feel like they stole my money and didn't even care. I booked this trip with some friends for my birthday and was super excited to go. I had heard great things from friends who regularly vacation here so I thought the referral would be great! I wanted to splurge so I got the rooftop jacuzzi room with Privilege access so we could really go all out. The place was beautiful upon entry, we checked in with the Privilege check-in and my card was charged. It wasn't until I was being taken to my room that we were notified that Privilege areas were closed due to a recent hurricane, only 4 of the restaurants were open, and many of the swim-up bars had been destroyed and were being rebuilt. Obviously, a hurricane is not something they can help, but I never received a single update about closures and had entirely different expectations for my trip upon arrival. When I learned of all the closures, I spoke to Lily who checked us in, and she said she forgot to tell me about all the closures (convenient because they had already swiped my card). I told her that I spent double the money for the week for those things and was never informed until it was too late. She told me she'd escalate the issue and get back to me later. Getting into our room that evening, it smelled strongly like mildew, the jacuzzi didn't work properly, and our shower flooded the entire room on first use. I went back to the desk to speak to her again and she sent maintenance, and said that her supervisor would get back to me. This happened for 3 days in a row. I would voice my issues and they said "they'd get back to me". By the end, I gave up because they clearly didn't care about customer service. I would have been okay with closures at the normal rate, but I was paying double. When I asked for support, they told me they'd give me 15% off if I wanted to come back again... It's beautiful, and I'm sure it's great when it's fully functioning. But I feel like they stole my money. Don't pay the extra for privilege... it's definitely not worth it.
I've stayed here twice and this place is an absolute scam. I wouldn't be at all surprised to learn that they are padding this rating with bot reviews, so don't buy into the 4.3 rating. Food is an absolute nightmare. Small portion sizes, no taste... the "BBQ" place is an insult to actual BBQ. If you are staying here for more than 3/4 days, I guarantee that you will be desperate for actual food by the time you leave. I seriously can't think of one food item that was above average. Even the ice cream was mediocre...the ICE CREAM! Be prepared to be woken up at least 6-10 times per night. This is coming from a heavy sleeper. The doors slam like you wouldn't believe and the walls are paper thin. On several occasions, I've been woken up at 2am by fire alarms or random phone calls. And of course it's a resort so there are people up at all hours, which wouldn't be a problem if the walls weren't so thin. You will spend ample time dealing with staff attempting to sell you something OR looking for tips. The beach is full of seaweed and is extremely small. The Karaoke Bar just has a guy with a laptop pulling up songs... that is a perfect representation of how this place operates. In the spirit of fairness, here are some things that are not as bad... the pools are cool. It's a pretty large property and most places are not crazy crowded. And the absolute best thing, by a mile, is that your complimentary mini fridge is restocked every day with two beers, three sodas, three waters and some candies. Maybe if I was a parent and came with kids, this place would be slightly more palatable. But the horrendous food and inability to get sleep really does it in.
Very very nice resort. The staff are great period! The food was an 8 out of 10. The activities on the resort were really good as well. I stayed in the swim out pool which was just amazing and would definitely go again. The stage shows never disappointed, such great actors and actresses. The club in the resort was not that good but not many of them are... The beach was good and clean and bowling at the resort was fun.
We had a beautiful time there. The resort has a lot to offer for those who like to lounge around. There is a variety of restaurants, the food was great except the Mexican restaurant where the servers were rude and super slow. We were in a privilege building, and our suite slightly smelled moldy, but we were out most of the time. Service was great, the staff is super nice especially our butler Oscar. He was the best, he took GREAT care of us. We had a GREAT time
Every aspect of a great vacation was covered. The staff was friendly and accommodating. The food was delicious and there was much to choose from, the entertainment was fantastic! There was a party everyday and the hosts were phenomenal! In particular, Angie and Jason made our trip most enjoyable. They were extremely fun and funny. mikes cafe was an everyday affair for us and the staff were helpful and remembered our tastes. There was a little disconnect with the front desk customer service staff...but no one is perfect...in short, I would recommend a stay
Excellent service right when we arrived. We arrived early so we were greeted with coffee. Since we arrived at 8am obviously the rooms were not ready so we just relaxed by the beach. They took us to our room for early check in at 12 noon. We had the privilege section and it was by far worth the extra cost. Top shelf liquors, privilege only section for breakfast, lunch, dinner , and drinks. Privilege beach. But over all all the restaurants were great. The Japanese restaurant server made it fun and it wasn’t to salty! I will be back next year with all my family to enjoy this resort again!
Carretera Federal Chetumal – Cancún, Km 296, Xcalacoco, Playa del Carmen/Playacar, Riviera Maya & Cozumel Island 77710, Mexico
