LocationRiviera Maya, Mexico
General Policies & Fine Print
Check-in Policy:Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy: Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy: This hotel cannot guarantee a spring-break-free environment.
Transfer Policy: A price may be displayed when children stay free, if your vacation includes transfer to your hotel.
General Information: Room taxes and service fees are included in the vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating13459 reviews
My family of 4 have just returned home from 10 nights at this resort. 2 adults 2 children staying in the privilege section. Pros - staff are lovely especially in the privilege areas lounge and pool. - lobby is beautiful and big and bar is good. - room was a good size and cleaned everyday. -privilege lounge food was lovely. The Steaks were beautiful and the breakfast was amazing. Lots of choice. - kids pool was good and not too over crowded. - we always got sunbeds and was no rushing in the mornings to get one. Cons Although the resort is big I wouldn't class it as a 5* hotel. There a few things that need to better. - there is no beach!! And the small but of beach there is is covered with seaweed. The sun beds on the sandy part are crammed together. This is not a beach holiday. - although our room was clean there was maintenance going on at the front of our room. The outside was being painted and this then meant our balcony and hot tub was covered in paint. We had to request it to be cleaned. - there are several themed restaurants on site but we felt the main buffet restaurant and privilege lounge was much better. The Mexican restaurant was by far the worst. Food did not have much flavour which was disappointing. - kids menu in all themed restaurants is very limited. - although the resort has a kids club we felt there was very little for our kids to do. - parts of the hotel are not clean. The lobby's in our hotel were often littered with food. Banana skins on the corridor floors for days on end even though there is lots of cleaning staff in the area all-day long. - the pool areas were not cleaned throughly the same plasters on the floors for the whole time we was there. Overall we had a lovely holiday but there are things that need to be improved mainly the food.
Me and my partner stayed here for 2 weeks from 18th of May until 1st of June 2023. We originally stayed in room 2315 and then changed to top floor room 2425 due to very laud neighbors. Isaac from animation team is great and the guy who works at the lobby bar ( we forgot his name but I think it was Irvic?) he was always smialling comparing to otherw staff and make our holidays a 5 star experience. Cesar at the reception sorted all out issues in no time and was superb too! There's 7 a la carte restaurants at the restaurant and we'd recommend the steakhouse, Blue Moon(french) and Sakura as the top ones. The main buffet is irreplaceable! Mexican restaurant isn't nice and they don't serve salsas as dips. Recommendations: In pool Eden there's a lot of games that occur there during the day, however if you want to chill in jacuzzi then spend the day at Daisy pool or if you want a romantic, chil swim then spend the day at the beach pool as there's no music playing there at the background. Bad: the cleaners start cleaning at 7-8am daily. They push these very rusty, rickety trolleys with the cleaning kits and they make very laud noises, as if train was driving next to my room, each morning during duration the 2 weeks of my stay, this has woken me up.
Not so ocean view 😔 when you don’t get what you actually pay for! Sorry don’t recommend this Resort
Unheard, under serviced and unsatisfied are my exact feelings after checking in to the Ocean Rivera Paradise resort. I found this resort through vacation express a travel agency which my family has used for many years and they have never disappointed in the resorts and locations available. Upon arrival to the Ocean Rivera Resort we were greeted by warm and inviting bell boys who took our luggage and directed my family of 6 to the front desk to check in. We arrived at 10:00am and were told our 2 rooms would not be available until after 3pm which was their check in time. We reserved 2 ocean view rooms in the Eden Junior suite section, which were requested to be conjoining rooms due to the fact that we were traveling with a 8 month old baby, two 8 year old twins and my elderly mother who it was in fact her very first time leaving the country for travel. After waiting five hours in the lobby with a crying baby, anxious twins and no access to our luggage and babies diaper bag which was taking to a holding area while we waited for our rooms to be available, I finally spoke with the receptionist and said is there a way to figure out what is going on with our rooms and he apologized and said they were all booked up and had no conjoining bedrooms or even rooms remotely close by each other for that matter. We were finally giving room cards at 3:45pm only to find the rooms where in fact a great deal away from each other and definitely not the ocean front view we paid extra money to have. The front desk passed us over to guest services where a gentleman named Fernando tried his best to make things right and had his manager speak with us. She issued us a 25min massage for our inconvenience and said tomorrow they will try to move our rooms but they don’t actually have rooms that are ocean view. Which is very interesting due to the fact that they sell a ocean view package. Her efforts to try and be accommodating didn’t go unnoticed but really just doesn’t measure up to 5 nights of paying for a ocean view room, having your family roomed together and the relaxing experience that should be present at a vacation. I felt so let down by the bait and switch mentality of this resort and poor customer service we received. I don’t know if all paying customers get treated this way or just my family but it has been very unfortunate. I wish I had a positive attitude going forward but I’m yet to feel like a genuine attempt has been made to correct this wrong. Sorry guys the Ocean Riviera Paradise just isn’t it!
This is an honest review. This is our last day here and to be honest after reading some negative reviews before coming we were a bit dubious. I will split my review into sections to make it easier. Arriving: Waited too long on TUI bus for people (which happened to be on the bus already) Check in: Quick and easy with the bell boys delivering luggage. There is a tax you have to pay. We paid 700 pesos for 2 rooms. Rooms: Nothing really wrong with our room. First impressions were the fresh smell of paint. Now we know they paint everyone’s room once they have checked out. This is to cover the damp up that occurs over the period of you staying in the room. There wasn’t a smell or anything in our room but we did have to use the dehumidifier as some clothes for damp. This was on an hour or so until the bucket was full and I had to empty it. The bed does creak like mentioned but nothing to moan about really. Best bed and pillows I’ve had on a holiday to be honest. The rooms are spacious and cleaned everyday. There is an iron in the room but it’s not the best. Pools: The hotel advertising 5 pools. What they don’t tell you is you can only use el beso if you have the el beso area bands, like wise with the privilege pool. So your either left with the kids pool, the pool at the beach or the activity pool which gets really crowded. However, for the last 4 days we took our chances on the privilege pool as the activity pool was getting ridiculous with young girls dancing on the swim up bar and turning the speaker up way too loud. No one moved us from the privilege pool and the staff at the swim up there were way nicer than the activity pool. The staff at the activity pool made a bee line for the Americans and left others standing at the bar for at least 20mins. A few times I gave up and walked away. Even when I had money in my hand to tip. This lets the hotel down. Restaurants: The only restaurant you book is the teppanyaki restaurant. People queue from 7:45 to book this even though it doesn’t open until 8:30. The other restaurant you book is steak restaurant but this is on the app, we had no issues with booking this, even booking it the afternoon we wanted to go. However; it doesn’t open until 8:30am if you try and book before this it will say full. The steak restaurant was poor, way too much oil on the steak but service was great. Route 66 was amazing, great service and the food was lovely (great for big appetites) not so great if not as you get lots. Italian was ok we thought at the time but then two of us were sick that night after eating there. The buffet is the best I’ve been to on an all inclusive, all freshly cooked in front of you. Drinks: Only privilege can have top shelf but you can still get Bombay gin, captain Morgan’s rum etc you just have to ask for it or they will give your their own brand. Mango tango - mango daiquiri and strawberry daiquiri together Miami vice - pina colada and strawberry daiquiri together Tom Collins - lemonade, lime and gin Riviera maya - not totally sure what’s in this but it’s 3 layers of alcohol and it’s lovely but strong Bahama mama - vodka, banana liquor and grenadine Entertainment: All entertainment is brought in from outside which is great, no TUI staff doing the entertainment We also paid 350 pesos (or 20 dollars) to get to 5th avenue where there are lots and lots of eateries, bars and shops. We did this twice. Wildlife; Monkeys and Coates roam the resort, it’s lovely to see. Trips: We did the quads, cenote swim and zip lines with TUI, we have done this twice now and it’s good. We did want to do a catamaran too but the TUI rep was useless and kept telling us she couldn’t see if there was space until we booked and paid for it. She kept pushing the privilege one too as it was more money. We ended up booking the catamaran to Isla majeures with the guys off the beach that walk up and down. Same trip with TUI was £146pp we paid £80pp with them on the beach. Catamaran to the island is a MUST. Free bar on the boat there and back. Then you stop for a snorkel, you then arrive at the island which is amazing and clear water. You go to the beach bar for food and drink which is also included. The guys on the boat charge 60 dollars for a buggy cart to explore the island, we said no as there were buggy carts available for 40 dollars when you get there. They have other shops and bars you can visit but are not free. However the island is amazing and the beach is superb. You spend 3-4hrs there before you go back again with a free bar. Beach: The beach is non existent at this hotel, maybe a meter wide at the most, we didn’t experience seaweed when we were there but if you walk right on the beach out of the hotel you get the most clear water and best sand ever. Money: The last 2 times we have been it’s been more pesos. However most things are in dollars this time around and if you want to pay on pesos they will exchange it for you
Don't believe the stuff written, this is an enormous complex and wonderfully clean, our room 4461, was comfy always clean, mini bar always full, towels and sheets changed as and when, I would thoroughly recommend MIKES, the coffee is excellent, you might have to queue, but it is well worth it. Fire show Friday nights at 9.30 outside reception and Urban show Tuesday night in the theatre are both well worth seeing. Buffet restaurant could do with improving, as vegetarians we ate here every meal, the choice is good, if not always hot, but there is a microwave, air conditioning and the extractor fans clearly don't work as the whole place always smelt of burning, waiters are few and far between, if you want a glass of water get up and get it yourself, it'll be much quicker. Take lots of sunscreen and hats as there is very little shade even around the pools, and it is a long walk from the beach to the buffet, the little train runs very regularly but can get full. Overall we had a fantastic time, I would suggest any problems you do have, you immediately take up with reception, we had a couple but they were resolved almost on the spot. Don't bother 'reserving' loungers, there is no need, we saw people up at 6am when we went for an early swim, how ridiculous. Tipping is not required for good service, but appreciated, a smile and a please or thankyou work just as well.