Wish you were here?
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.
During Travel Window: 2/1/18-4/30/18; 2/1/19-4/30/19; 2/1/20-4/30/20 & 2/1/2021-4/30/2021
No guests 23 and younger are allowed unless there is an Adult over 30 in the same room. This includes groups with 16 to 23 year old even if accompanied by adults over 30 years old.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating10851 reviews
I would not recommend.
I was sooo looking forward to this vacation. Last time I went somewhere was 2 years ago. So I don’t get out a lot. Anywho, this was supposed to be a great hotel based on the stars and pictures right? Well let’s begin shall we. Day 1- we were tired and hungry from flying all day. We go directly to the room and OMG that room smelled like straight up MILDEW. It smacked me so hard. We went to guest services to talk to management about it. Made us wait around because they were dealing with a lot of other issues. Managements response was since they were closed for months due to the pandemic their rooms are going through it. Ok fine Understandable. They had several purifiers in the room. I would’ve had preferred they change our room right away but they kept insisting we give all of their contraptions a try. The man helping us said he didn’t smell anything. Of course he didn’t he’s used to it! We stayed at the pool while the sliding door were open to air the room out. If the air conditioning is on and doors are closed the smell still lingers. He never followed up with us the next day! I was over it by then but things just get better. We then proceed to the buffet. We waited at the podium to be seated. While there the hostess took our temperature and told us we need to use hand sanitizer and use gloves to handle food. As We are walking around the buffet with plates in our hands some lady from management approached us and said we have to use masks. We had left our masks in our room. We saw so many people without them. Granted I’m usually with my mask all the time. As this employee approached my friend about not having a mask my friend said well do you want me to do throw this food out because I don’t have a mask? She said NO, BUT YOU CANNOT COME BACK IN!!! Most definitely not the response I was looking for. A correct response would have been either you go back to your room to get your mask or if you don’t have one we will provide one for you. The hostess should have told us of their policy right from the door…we didn’t know. This woman was straight up nasty like she didn’t want to be there. Strike 2. We didn’t even enjoy our meal cuz of her response. We saw that this lady went to go yell at the hostess. That was not our intention. We went to go apologize to the hostess because we felt really bad. This could’ve be handled better. Management and staff need to be retrained and realize that guests are #1 priority. Now let’s get back to service. It wasn't the greatest. I have been to many resorts and this was the worst experience I ever had. Out of the 5 days I was there not one server at the buffet asked if I wanted coffee or water during breakfast hours. The focus was more on clearing off the tables than taking care of the guest. The food was average. It wasn’t the food that bothered me it was the refreshing of the food. They were always out of certain foods and condiments. It would have been nice for them to be more on top of things. The oatmeal was always out. Chilaquiles either empty or dry. Sour cream and salsa verde always empty. Fruit was empty. French toast hard. The restaurants were ok. We visited the steak house, Route 66, the restaurant on the beach and of course the buffet. The hotel itself was nice. The grounds, wildlife etc. Pools were great and the bartenders provided excellent service! Always on top of our drinks or even if we had to wait and ask they were efficient! Unfortunately we went during a bad season of seaweed (sargazo in Spanish) thats along all the beaches in playa del Carmen. Nothing we can do about it. I was fortunate enough to book a tour to Isla Mujeres to enjoy some beach time (no seaweed over there). Highly recommended! Overall, this establishment needs to improve its service. Unfortunately, it’s not a place I would recommend especially when your paying a pretty penny for it.
Great "privilege" service
Everything in general about this place is pretty good. Usually the best thing is the staff. Rooms were nice and clean. Our privilege butler Alonzo was the best, anything we needed he was there for use and did what he could to get it done. If you ever do go to this resort request him, he is great. The food is ok in all the regular restaurants but the privilege lounge is definitely has better food. At this time beach is not so great due to the seaweed but that is nothing the hotel can do anything about that other then rake it up as best they can. All in all it was a great trip and we will be going back in August again. Round 2 "Ding" "Ding"
Great experience at Ocean Riviera Paradise
Our butler, ALONSO, took care of everything we needed. It was a pleasure to have his very professional and attentive services while we stayed for 10 days with our family and friends at this beautiful resort.
The good and Bad
First the good. Big beautiful resort. Staff was great. Entire resort was clean. Master Suite was beautiful. The butler with privilege was awesome. He took care of all our dinner reservations. Pools were clean and refreshing. A pool for every mood. Food was Avg for all inclusive. The animals around the resort were fun. Activities were fun. The Bad: AIR CONDIONING was horrible throughout the resort. Most meals were spent sweating and uncomfortable. Luckily I saw prior reviews so I brought my own fan for room so that helped. They need a complete AC overhaul. This was common to ALL the people we talked to. The Kids area was my main reason for booking. However while it does spray and drop water which is fun, the slides don't get enough water flow so you can't really slide. So that was a bummer. The Covid-19 testing was horrible. I made an appointment, but they decided they weren't going to follow that so we waited an hour and 15 min in a hot room waiting to take that. The beach is tiny and completely taken over by seaweed and the water is brown right now... not really the hotels fault but if your looking forward to beach time, forget it. Overall I paid a lot of extra money for a 5 star resort with privilege room and service. I'm a little disappointed that I didn't have a 5 star experience. I truly believe they probably used to be 5 star based on what I saw.. but right now post covid, it is not up to par. I would really like to try them again if they fix all of this and recover from Covid closures. Unfortunately, I'm not willing to pay again that kind of money to take the chance.
Good overall, pros and cons
We were at Ocean Riviera Paradise from 5/31-6/7. Overall we had a great time. Here are some pros and cons: Pros: multiple pools with lots of loungers that were always available -Sergio, a sommelier at the resort, was fantastic. We met him at dinner and he arranged a private dinner on the beach with wine pairing for my bday. What an amazing experience. Sergio is so educated and gave us a great history and info on each wine and why it pairs with each. Himself and our server Sergio were great and made us feel so special. -We upgraded to Privelege and totally thought it was worth it. Top shelf alcohol, access to Privelege pool, lounge and beach area and could make reservations at restaurants. Definitely recommend upgrading and take advantage of those areas if you are Privelege. Lounge was really nice for lunch, sit outside. Some of the other areas of the resort don’t have the top shelf liquor we were looking for -Mercelo on the beach Privelege area was amazing. Always had a smile on his face, kept our drinks full and was such a pleasure. -nightly DJ was fun. Sucked he had to stop at 11pm but some extra cash kept him flowing later than that. Extra cash also get you some song requests which had the party going. So fun -bowling was fun and something different you don’t find at many resorts -Renee at the lobby bar was the best!! I wanted an Aperol spritz. And instead of saying he didn’t have it he ran over to the Italian restaurant and got what he needed. Every time he saw my husband and I he knew exactly what we wanted and already had it started. -food was decent. The Ruta 66 bbq, was the best!! So surprised with how off the charts it was. -small portions at meals but I appreciate that they don’t want food wasted. If you’re still hungry they don’t have a problem taking a second order -room was always kept clean and grounds and common areas were always well kept and taken care of -margarita carts throughout the resort were fun but no top shelf liquor there for Privelege guests Cons -a lot of staff (excluding above mentioned) seemed to be overall displeased with their jobs and were unfriendly. We assumed it must be something with management. -seaweed on the beach is kind of gross but once you get through it you have shallow turquoise beautiful warm water. Just nature. Nothing much to be done. -jet skis on the beach are a bunch of hooligans running it. My husbands jet ski kept getting stuck in sea weed. They didn’t extend his time in the jet ski even though half his time riding was him getting off and trying to get the seaweed out of the prop. Rip off. -A\C as others have said is an issue at this resort. Most restaurants you are dripping sweat. We had maintenance come to our room several times which didn’t do anything. Finally our savior maintenance man came and actually improved the issue. He went above and beyond, changed the filter and many others things. After that it was a Bit better but I’d never say we ever felt cold air or that our room was cold. I would say if you’re sensitive to heat this may not be the resort for you -we stayed in an ocean view jr suite in the Eden bldg. great views but since we were on the top floor there was no shade so I could never outside with my morning coffee. Wish they would provide an umbrella on balconies of rooms that have no shade -no alcohol with room service. We love to enjoy a mimosa with room service breakfast and we were pretty disappointed. They have beers stocked in the room fridge but we don’t drink beer -house wine was horrible. I ended up having to buy a bottle when we went to dinner. Which isn’t cheap. And when paying for an upgraded all inclusive I wish they had more options for wine not just hard alcohol -if you’re hungry after 11, forget it. There are no options except for a gross leftover hot dog station -had a couples massage at the spa. Talked the rep at the beach down to $180 for 2x90 min massages. Took a bit of negotiation but don’t go with the first price they give you. I liked my massage but my husbands was horrible. Definitely not licensed massage therapist. They kept pushing right on his spine. Which is a no no -I left my necklace by accident in my so robe and realized later that day I had left it. When my husband went back later to retrieve it, they treated him like a criminal even though he described it exactly and we had just been there. He had to fight tooth and nail to get my necklace back.