Ocean Coral & Turquesa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

23413 reviews

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  Extremely disappointed: Valuables Lost, No accountability from Hotel

  I had a deeply upsetting experience at this hotel. A bag with my Michael Kors handbag, Apple Watch, AirPods, Ray-Ban sunglasses, and wallet(worth around **$2,000**) went missing from what the hotel called a “secured closet” in my room. I reported it right away. Ana Pérez, the Guest Service Manager, told me they would investigate and follow up within 24–48 hours. It’s now been weeks with **no proper response**. Despite my repeated emails, I still haven’t received clear answers. I simply asked a reasonable question: **Is there any camera footage showing me taking the bag out?** If not, where did the bag go? It entered the room but never left. Instead of addressing that, I was told it's either they find the bag or insurance will be involved—**a promise they failed to keep.** I never accused anyone of theft. I only asked for **responsibility** and answers about a serious incident. But instead, I was treated with silence, blame, and no support. Sadly, it seems the hotel does not stand by its word or value guest safety. If you care about your belongings and basic customer service, I would strongly advise reconsidering before staying here.

  Jul 10, 2025
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  Not the honeymoon experience

  Based on the glowing reviews, my wife and I were genuinely excited to celebrate our honeymoon at this hotel surrounded by friends and family. Unfortunately, our actual experience left much to be desired. We had reserved the honeymoon suite and were assigned a butler who was aware we were on our actual honeymoon. Yet, there was no special recognition—no thoughtful gesture, no decorated room—beyond the standard inclusions of a suite. Ironically, we saw other standard rooms nicely decorated for birthdays and anniversaries. To make matters worse, the room wasn’t even fully clean when we arrived—we had to throw away a used lime that had been left in a cupboard, and some lights and outlets simply didn’t work. The hotel itself is aesthetically nice, but the beach was a major letdown. It was in poor condition and not usable during our stay. While we understand this may be a wider issue along the coast, a heads-up would have been appreciated—especially from a resort of this caliber. Service was hit-or-miss, with many staff members coming off as borderline rude. Planning meals was also frustrating, as all restaurants except the buffet required reservations—something very difficult to coordinate for a group, especially when the restaurants were mostly empty. The final straw was on our last night. Our butler had the day off, but we were told his colleagues would monitor his WhatsApp for reservation requests. We messaged well before 5 PM to book dinner but were ignored, and when we followed up later, we were told it was “too late” to make a reservation—even though we had texted hours earlier. The restaurant ended up being mostly empty anyway. That night, we tried to sit together as a group of 8 at the buffet, only to be told we couldn’t move tables together—even though the room was 70% empty. We ended up joining the tables ourselves and were essentially ignored by the server from that point on. Overall, not the honeymoon experience we envisioned. The setting had potential, but the execution fell far short—and while we’ll definitely remember this trip, it’s not for the reasons we’d hoped.

  Jul 10, 2025
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  Great trip, great people.

  We had a great time. There were 11 in our group, 4 rooms total. Almost every person working there was extremely nice and attentive. Our butler, Sebastian Herrera was exceptional. Knew our names and room numbers by heart. I can't say enough about him. Tremendous. We will Insist on him being our butler next year. Also, heres a shout out to Ricardo at the El Beso pool. Hardest working man there. We were in the Privlidge lounge a bunch and the staff there were very friendly and helped make out vacation great.

  Jul 10, 2025
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  Nice family vacation

  Everything was really good despite the beach being full of sargassum. There was enough chairs though if you wanted one after 9am that could be difficult. The service was good though not excellent everywhere. We really enjoyed the Villa Marina for dinner and lunch as well as the Blue Moon. The highlight of our trip even though it was not announced anywhere and i didn’t see any reviews for it was Jonathan the mixologist located in the lobby and open from 7pm to 10pm only unfortunately! I would recommend this place for any family trip. Btw we didn’t have the privilege club and didn’t feel that we missed anything

  Jul 09, 2025
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  Mixed experience at the resort

  Family of 4 visited this resort July 2025 for 7 days. Our experience is mixed, front desk service was very accommodating and good, our room was great except humidifier stop working every 8 - 10 hours. Generally food was good in the buffet and restaurants. Some days the fruit choices were limited. Mike's coffee offered a lot of choices, but we only ordered couple of hot/cold coffee. Bluemoon's dinner was top notch with great service. I don't know why this restaurant was adults only while being promoted as a family friendly resort. People working in the main lobby bar was very nice and friendly, often suggestiing different cocktails to try. Nightly entertainments were very bad except 2 out of 7 days we stayed. We didn't see a lot of activities offered during the day time. We wanted to play basketball couple of times, but no balls were given to us while the basketball court was not in use. A woman working at the guest service desk had zero knowledge about the process to borrow a basketball. She sent me wrong places (2) under the hot sun for nothing. Finally, I am the one asked her to talk to the staff responsible for the basketball court which provided no favorable outcome. We couldn't go to the beach as this time of the year is a problem of seaweed. We didn't know this until we reached the resort, but we understand how it's hard for the resort to maintain. A problem that occured was continuosly spotting raccoons throughout the resort, but they don't bother people. We stayed at the same H10 property in Jamaica previously and it was excellent. However, this Riviera Maya property did not provide the same experience for us. Overall the resort wasn't bad just some issues noted above that we couldn't fully get over.

  Jul 07, 2025