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Hotel overview
Location
Riviera Maya, MexicoProperty information
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Hotel details
Hotel advisories
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.
Ratings & reviews
TripAdvisor traveler rating
15548 reviews
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Jan 22, 2025Mirelle and crew made our stay incredible!
Crazy awesome resort! My family fully takes advantage of the all inclusive packages as it's worth it for 6 of us to never have to worry about food and drinks for the duration of our stay. Mirelle at the kids club was phenomenal and made our hangouts super memorable and special. I recommend this resort 15/10! It has everything you could ever want and more!!
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Jan 22, 2025
Great time for our family
We had a great time. The property is beautiful with several pools to meet your needs (family, adult only, by beach and a couple of others). We got the privilege package and along with that came a spacious room and a wonderful shared but attentive butler who took care of our needs. The beach is very clean and lovely. Room service was very fast and good. The food was ok but they had enough variety available that everyone in your group should be satisfied.
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Jan 21, 2025Think before you go carefully read genuine negative reviews they tell you a lot.
Resort a breath of fresh air Rooms at first a nightmare but after speaking with Francisco we got it rectified to a much cleaner room If it was not for Francisco or Karla (Manager) we would not of got anywhere with our problems Reception staff need a customer service course rude not approachable and very Unhelpful Guest services shocking and rude! shouting at my children for being around the park or taking a buggy ride on resort, stating this is very unsafe for your child so technically your children can not leave your side or walk together around the complex due to safety issues be careful when you take your children apparently even tho there is security and staff everywhere they don’t trust there own. Food it’s a no from me and my family you Que for a Que everywhere, food hygiene no stars from me. I actually gained food poisoning and was very sick, I refused to eat any more food so we was upgraded by Karla to privlege where the food is a lot more worthy to eat for our last 4 days of holiday. Entertainment same group of people every night just a different show kids club or kids entertainment not good at all to travel half way across the world to have a holiday of a life time was surely ruined by many aspects I would not recommend with a family. If the hotel had 5 Francisco’s and 5 Karla’s they would bring the standard as a whole back to where it should be the resort is 5star everything in it food, entertainment, cleanliness rooms energy staff service is no more than a 2 star be mindful there is so many more options out there than this hotel for a better all round experience.
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Jan 19, 2025Ocean Riviera Paradise Jan 2025
My friend and I traveled here as a girls getaway. I have been to 7 all inclusives in the past several years along the Riviera Maya. We stayed in an El Beso swimout suite. We upgraded from the basic room upon check in. Looking back, we wished we hadn't as it didn't really provide anything extra to us that felt like a bonus. The El Beso pool itself was really a party pool and unless you were wanting that, you're steering clear of that pool and the pool bar. The swim out portion of the pool itself is almost always shaded and not warm at all so there is no added value there. The hotel itself is quite large. There are shuttles that run the length of the resort, and occasionally we would hop on and catch a break. The food, unfortunately, was no great. We ate at two a la cartes, and had to go to the buffet afterwards as the meals were nearly inedible. The buffet has a decent selection and typically I would find a number of things I did not enjoy but at least a few that I did. I was not expecting the food to be the best I've had, given the price point of the hotel. So if you manage your expectations, it's fine. My other food complaint is that there is no grab N go food anywhere! I was not traveling with my kids this time, however, if I was- this is a deal breaker for me. Even I got tired of having to sit down in a restaurant. My other issue with our stay was the lack of water available! Our room was stocked daily with 2 or 3 600mL waters. You could not get any additional water bottles anywhere! You had to ask for a cup of water from a bar. Before bed I told the front desk I needed a litre of water - he suggested getting several cups from the bar to carry back to our room. No beuno. The coffee shop was good however the wait was a solid 30 minutes, if not longer. No specialty coffees were available at the buffet and the drip coffee wasn't great. Beach was much nicer than I expected. I actually spent most of my time swimming in the ocean- which hasn't been typical of there other locations we've stayed along that coast.. Overall, it was a good vacation given the price point.
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Jan 19, 2025Constant harassment and bad food
This was my first time traveling internationally and experiencing an all-inclusive resort. While my initial impression was positive, my experience was ultimately overshadowed by several disappointing incidents, restrictive policies, and poor-quality food across most of the resort. Upon arrival, we were greeted by a concierge named Angel, who immediately began heavily pressuring us to attend a breakfast for a presentation. Despite making it clear that we weren't interested, he continued to push the issue, making the interaction uncomfortable. When we finally got him to realize we weren't going to attend, he caught an attitude and became visibly upset, setting a poor tone for the rest of our stay. The food at Pez Vela was satisfactory for the most part, but dining elsewhere at the resort was consistently disappointing. The steakhouse, in particular, was a major letdown. The steaks served there were the worst I've ever had in my life--bland and barely edible. Adding to the frustration, the menu advertised a "table-side Caesar salad," which my whole family ordered. However, it was not prepared table-side as promised, further adding to our disappointment with the experience. Adding to the frustration, the ability to make reservations at restaurants was extremely limited, and this lack of flexibility was not made clear before our trip. I had assumed, based on the resort's promotional materials, that dining options would be more accessible and flexible. Instead, we found ourselves navigating restrictive policies that made meal planning unnecessarily stressful. At Pez Vela, strict rules further diminished the experience. Guests are prohibited from leaving the restaurant with food, which became an issue when my father, feeling unwell, requested pizza. Since takeout boxes weren't available, I carried the slices by hand to bring to him on the beach. However, the maitre d', Carlos, followed me outside, took the pizza, and threw it away, citing the restaurant's policy. Carlos also reprimanded my sister for wearing a bathing suit bottom and frequently claimed our clothes were wet, even when they weren't. His demeanor toward my family felt consistently hostile and unwelcoming. Another frustrating incident occurred when I was on the beach enjoying a cigarette. Carlos confronted me about the smell, and after I apologized, he continued to follow me to my chair, calling for backup on his radio to escalate the situation unnecessarily. His constant scrutiny and aggressive behavior made every visit to Pez Vela and the surrounding areas uncomfortable. While another maitre d' at the resort was courteous and helpful, our limited interaction with him didn't offset the negative experience caused by Carlos. I traveled with a group of 20 people, and none of us will be returning. Ultimately, between the generally poor food outside of Pez Vela, the limited ability to make restaurant reservations, the pushy and unprofessional sales pitch, the lack of clear communication about policies, and the harassment my family and I experienced, I cannot recommend this resort and will not be returning. I strongly advise others to consider these issues before booking their stay.