Ocean Riviera Paradise - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

16063 reviews

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  A very disappointing experience.

  A very disappointing experience. We are two senior Chilean travelers who decided to visit Mexico with our savings to enjoy a long-awaited vacation. We booked 18 nights at this hotel and were required to pay the full amount upfront upon arrival. Unfortunately, due to force majeure circumstances, we had to return to Chile earlier than expected. We informed the staff and followed all the instructions provided by management to request a refund for the unused nights. They assured us that, after submitting the required forms, the refund would be processed within five business days after our departure. However, we never received any communication from the hotel. Several weeks have passed, and despite sending multiple emails to inquire about the refund, we have received no response. The hotel never contacted us again, ignored all our messages, and completely disregarded the commitment they made. We feel scammed. We paid for nights we did not use, and there is absolutely no customer service or willingness to resolve the situation. A very unfortunate experience that deeply tainted a trip we had planned with great excitement.

  Jul 03, 2025
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  Certainly Not A 5***** Resort.

  First off, I will start off by saying this resort is not a 5 star resort. 2.5 star at best. I have been to many AI resorts and this one falls near the bottom. Not everything was bad. I will list the Pro's and Con's. We are a well-traveled family, especially in Mexico, so we have a lot to compare it too. Pro's: -Food was good. Not great. But, good. We enjoyed the Italian and Route 66 the best. Don't sleep on Route 66, you will be pleasantly surprised. Buffet: Enjoyed breakfast here the most. Make sure to go before 9 am or it was overwhelmingly busy. I hope you don't have Rosemary as a waitress, or you will get looked over. She never did stop, we just went and got OJ inside the buffet. I am a coffee drinker and thoroughly enjoyed the iced coffees with cream that you can order at breakfast at the buffet (Amaranto). Mikes coffee was good. Not worth the long ques though. If you're an iced coffee drinker, just order it at Amaranto and skip going there to wait. If you're an early riser, Mike's does not open until 7:30 am. Inside Amaranto they offer a table with hot coffee and OJ to self-serve, which I thought was great. -Rooms: We stayed in the Daisy rooms. We thought our room was nice and enjoyed the bathroom set-up. We would tip our housekeeper and fridge stocker everyday and they seemed to take good care of us. - Service at restaurants: The service at the specialty restaurants was good. We had no complaints other than their insistence to scan a google review qr code. We did it at the steakhouse and then was asked every time to do the same at all the other restaurants (you can only do it once btw). -Service at the swim up daisy bar was exceptional. Thank you! -Kids Club: They were very active with the kids, had great activities each day and were very kind! -Bell boys - Kind and courteous Con's: -Check-in: Very unwelcoming. No information was given other than our wrist bands and told we could come back at 3pm. (We checked in at 10 am) We had a long/early travel morning. Around 2 pm we inquired if our room was ready, and they wouldn't even look or check. They said no, we said 3:00. Okay, SORRY. But, I have been to many resorts and can check-in to a room when it is available. Not here, so don't expect it or even ask for that matter. You can use the resort, just no access to your room. They were frankly rude. Once 3:00 hit we went to get our bracelets activated and get a room number. We had put a reservation request at booking (6 months ago) a double bed room with a crib also, sent an email 1 week out with the request again. We were told no FOR BOTH. My husband had to get stern with the male front desk attendant to ask for one or the other. He told us it had a "pull-out couch so... " like I said, RUDE. He continued to request one or the other and after 15 mins of standing there he finally wrote down a room number on a pamphlet, said nothing and activated our bracelets. We had no idea what room we even got at that point. We were never offered to upgrade to privilege either. - After check-in: (Which was already terrible) a man pops up in a blueish shirt from the privilege area saying our bags were not there unfortunately and he would make sure we got them so we could go to our room. He then went and got a female who he handed us off to. She asked if we booked any restaurants yet and showed us a screen with activities and what not and I had already downloaded the app and was familiar.. so then she told us to have a seat with her. Here is where they try and sell things to you regarding "free" services and credits and time-share memberships etc. I was so ready to just get to our room. My husband told her no thank you and we wanted to get our bags and go back to our room. She was visibly pissed and just got an attitude after this. So, we go back to the man who said our bags weren't there and he would get them. He looked at us and walked away when we asked him about our bags. EXCUSE ME. I have it figured out at this point, this was the game they play to sell things. We proceeded back outside with our luggage tag number and the bell boys took good care of us from there. Please do not fall into this trap. - Lobby: While the lobby is very pretty, its a a huge trap. My 5 yr old daughter and myself would wake up and head to the lobby bar (opens at 8) to grab a virgin daq or cappuccino and sit down together. We stopped doing this after day 3 because they will hound you with offers and try to upsell things (h10 memberships i believe) I tuned them out. Can't relax at all, it's horrible. I have never been to a resort that I have seen this sort of dire need to sell things. - Cleanliness: While our room was clean and the specialty restaurants were clean, the buffet was iffy and the pools were dirty ( I can only speak for the daisy pools ) It was honestly kinda gross at the condition of the (daisy) pools. I was in the ladies room at the Amaranto Buffett and had a cockroach in my stall. Gross. But I can't say I saw them in the buffet area/seating area but if there's one in the bathroom....... you get what I'm saying. I will end this by saying although I know this may not be directly the resorts fault. Both of my children (5 and 2) got hand foot and mouth. Please bring lysol wipes and wipe down EVERYTHING. What a nightmare this has been. You get what you pay for, we wanted to try this resort, it was cheaper and now I wish we would have spent the extra $2500+ to go to another resort like the Iberostar Maya/Lindo which are excellent and clean! Just my honest review.

  Jul 03, 2025
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  Fine hotel

  We were very pleased with our stay overall. The staff at the restaurants did a great job accommodating our daughter’s need for gluten-free meals, which we truly appreciated. We would also like to highlight our butler, Antonio, who was exceptionally helpful and attentive throughout our stay. In general, all the staff we encountered were very kind and welcoming. However, we did experience some issues that negatively impacted our impression. The breakfast situation at the Privilege Lounge was quite chaotic every morning, to the point where we felt uncomfortable and chose to skip breakfast altogether. We believe it should be possible for adults staying in Privilege rooms to have the option of eating breakfast at Blue Moon to avoid the noise and disorder. In our opinion, adult Privilege guests should be allowed to have breakfast there alongside guests from the El Beso section. This would have made a big difference in our overall experience. Lastly, we noticed that parts of the room’s interior were not properly cleaned. This does not refer to the daily housekeeping, which was fine, but rather to the condition of the furnishings and walls, which had visible marks and stains. This level of cleanliness does not meet the standards expected from a five-star hotel, and we believe more attention should be given to deep cleaning and maintenance of the room’s interior.

  Jul 02, 2025
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  Great holiday with a slight bump

  We arrived at the resort on the 10th June for our 8 day stay and we were blown away about how luxurious and clean it was. The hotel works so hard on keeping the resort clean and it can be seen. The staff at the resort are amazing and really do look after you. The first day we were starving after our flight and we headed to Route 66 and was served by Roberto. We were looked after greatly by him. He heard that we were starving and got us a small starter before our mains. The food from Route 66 was unreal.Ricardo in the main lobby bar provided great customer service for me and my friend and his drinks were excellent. The entertainment team at the resort provided great entertainment and plenty of fun. One of the team members Emi was plenty of fun, great to talk too and can easily persuade you to do karaoke. The DJs in the club played all sorts of music that everyone can dance too. The only problem we had staying at the resort is the food but we all have our preferences . However we went to the Steakhouse restaurant which we couldn’t enjoy due to my friend been given her allergy to truffle oil. We did inform the staff of the allergy and i also said i had the allergy so our food couldn’t get mixed up in anyway. Looking back we should have showed the Spanish translation just to be sure. Once we got back to the room she started to become unwell for the rest of the night. The next day we informed the hotel making them aware that she has been given her allergy and they were extremely apologetic and handled the matter seriously. The manager Genaro asked us to explain the matter from our point of view so he could understand. He asked if we wanted anything and he would get it for us. We didn’t accept this kind gesture because all we wanted to do was it inform them of the accident to prevent someone with a serious allergy to be affected. Genaro checked up on us every night after, to see if we are okay and needed anything. This attention that was given to us made us feel comforted and relieved that they are taking allergies seriously. Genaro even has the chefs come out and explain what’s in the meals to put us to easy. Genaro really went above and beyond for us and we really appreciated his help and generosity. These actions shows is the reason why he’s a manager.

  Jul 02, 2025
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  El Beso July 2025

  The entertainment was amazing, so kind, inclusive and fun! We met Mauricio on our first at the pool and he was great! Jules and Fernando were also so much fun. Highly recommend the El Beso pool!

  Jul 01, 2025