Ocean Riviera Paradise - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

16559 reviews

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  Excellent staff, but one manager attitude overshadowed the positives

  Our stay could have been very good — the staff were friendly, polite, hardworking, and professional, and it is a nice resort. Unfortunately, our experience was completely overshadowed by Mr Israel Mendoza, Guest Relations Manager. During our stay, a few minor room issues occurred, including mini-bar and cleanliness. More importantly, our child sustained an injury. Additionally, the buffet food was mislabeled, which I did not get a chance to raise due to the attitude of Mr Israel Mendoza. I asked to speak to a manager three days after these issues were not addressed. The way the guest relation manager, Mr Israel Mendoza, handled the situation was rude, dismissive, and accusatory from the start. He started by saying he was busy; I offered to come back at a more convenient time, but he ignored me. He repeatedly suggested I was dishonest, claimed I had a hidden agenda to seek compensation, and dismissed every concern I raised. He even told me, “this hotel isn’t for you,” walked away, and left me standing. He behaved as if every concern I raised was about getting something for free, despite me clearly telling him that I was not seeking any compensation or complimentary services, and I had declined such offers made by the Guest Relations staff — such as free room service or late checkout — prior to speaking to Mr Israel Mendoza. By contrast, the rest of the staff, including the bellman who helped us find a taxi to the hospital, were polite, helpful, and professional. I cannot recommend this resort because if you have any issues, you may have to deal with someone like Mr Israel Mendoza, who treats guests disrespectfully and assumes any feedback is about compensation. Hopefully, other family resorts in Riviera Maya know how to treat guests respectfully and take concerns seriously.

  Jan 02, 2026
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  Rude/ Disappointing Management

  The resort itself is beautiful, with easy access to the beach and some wildlife etc. However, one of the managers (Israel) was extremely rude and aggressive in his manner. Hotel "rules" are not clear and then you find yourself being challengef on something that has not been communicated to you, either through the check-in or through their app. We were a family of nearly 20 and the hotel would not allow us to bring tables together for our meals. They also try and make extra money from you by adding on costs for certain meals. Very unusual for 'all inclusive'. The resort has great potential but Israel's attitude towards his own staff and us as guests was a disgrace.

  Jan 02, 2026
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  Great family holiday, average resort, some minor setbacks and cleanliness issues.

  We travelled to Ocean Riviera Paradise with our family (grandparents, parents, kids) as a large group in four rooms over Christmas 2025. Our booking requested rooms next to each other to accommodate for kids' early bed times but they couldn't get us together. The kids pools, kids club, and entertainment were great. Bowling gets busy later in the evening but we had no issues getting our group in between 4 and 6 pm. We used kids club once for an hour and it was really well run with a secure check in/check out process. Drinks were tasty, and strong but difficult to access in the evening. Swim up bars close to the family rooms closed by 6 pm and the lobby bar was about a ten minute walk from where we were stationed. Only two drinks could be served at once so this made for a lot of walking back and forth given only one parent could leave at once. Fridge was restocked most days with water, pepsi and two beers. Mimosas and bloody mary's served in the buffet. Mike's coffee had amazing lattes, cappuccinos, and frozen beverages and access to snacks, sandwiches, and desserts. Opens at 730am. Food was decent - buffet at tons of options, but there wasn't any options for snack bars or take out - sit down options only and slow service. Tried to leave the buffet with fries and a hot dog for a toddler at the room sleeping to eat on waking and was stopped by staff. Room service options limited - arrived in about 30 minutes though. A lot of animals on site, coatis were a bit aggressive grabbing trash, trying to open sliding doors - monkeys and cats also roaming. Beach was small but nice, no issues getting loungers even on Christmas break - beach restaurant was the only place we found chips and guac but again service was slow took us about 75 mins to eat there. Reservations are difficult to book for a larger group, you have to be in the app 830am on the day you want to book and can only book for your own room, not the entire group. Most spots full by 9am and you can only book for same day reservations. A few occasions we lucked out booking the majority of our group in and arriving and having all of us be seated despite being short on reserved spots. We all enjoyed the steak house, Italian, and Mexican restaurants. Route 66 was decent food but poor service due to language barrier and poor staffing/long wait times. Deep-fried pickles were super good. Wings to start, too. Everyone was very friendly - shout out to Luis at the swim up bar and the Mike's coffee staff. Our rooms weren't very clean, sand and skittles in bed from previous guests, my daughter caught lice from the pull out bed - if this happens uber can bring you the lice treatment from a pharmacy - 35$ Canadian with conversion, delivery, and tip but need to walk to the gate as security wouldn't allow driver into the grounds. Some mould on the mattresses but no issues getting new bedding, changing rooms, or access to a dehumidifier when asked. Overall it was an enjoyable vacation with friendly staff and great amenities for the little ones but given the few inconveniences specific to our family dynamics we likely would not return.

  Dec 31, 2025
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  Super friendly staff!

  Our first time in Mexico for an 11 night stay towards the end of November. I cant really fault any part of our stay. The rooms were kept immaculately clean whenever housekeeping came round, the rooms are spacious and modern. If I had criticise one thing, it would be not having enough hangers for a wardrobe of that size. Theres plenty of space but not enough hangers for a couple staying longer than a couple of days. The only restaurant we didnt enjoy was Route 66. We tried it on two seperate occasions and both visits were poor. The food wasnt great and the service was slow both times but others we spoke to really enjoyed it. The steakhouse was our favourite by far. Over a couple of visits we had everything on the menu and enjoyed every dish. The pools are big enough for you to enjoy without constantly being splashed or having to move for others and the surrounding bed areas were clean and tidy consistently. The biggest highlight for us was the staff. Particularly Ivez who was working the pool bar during our first week. They're all extremely friendly, helpful and we're always happy to help. Would definitely return!

  Dec 30, 2025
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  Rude Guest services staff

  Guest service staff member was very unprofessional when we called him on the phone to report a problem. He wouldnt give his name and hang up on us. Very surprising when we have been to multiple resorts. Some of these staff members are not trained to speak to guests properly.

  Dec 29, 2025