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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
15847 reviews
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May 15, 2025Scamming rife in Playa Del Carmen
The first thing I want to say is that the hotel is amazing. So many food options, so many drinks and so many entertainment options. The staff are great and always willing to help. However, there were a few issues with the hotel that frustrated us to say the least. We had no hot water in our room for over 24 hours, we tried to ring the reception.... but the phone didn't work. I went to the reception and told them about both problems and went back to my room. They then tried to ring me in the room on the phone that didn't work! We also had a TV control that didn't work until they eventually chnaged the batteries. Finally, the balcony furniture didn't have cushions, until we complained and after they accepted that moving cushions from one chair to another was probably not the ideal solution! As stated above the hotel facilities were very good, however it was frustrating that some facilities were not available on some days. All of the above was frustrating but not a deal breaker. The issue we had in Playa Del Carmen was a deal breaker. We missed the welcome meeting with the TUI rep as we were on an excursion at the time. We did meet the rep and asked her about how much a taxi to the main town would cost. She told my wife about a way we could get taken into Playa Del Carmen for free by signing up to visiting a silver shop and a tequila shop. We agreed to this and had no problem at all with the shop visits. We ended up in Playa Del Carmen and headed to 5th Avenue. Within seconds we were being approached by a pleasant chap stating he was one of our waiters at the hotel and mentioned a couple of our restaurants were we did have very friendly waiters and soemmgood experiences. He gave a speech about being out on a day off with his family and he was helping them in their new shop. Long storey short we ended up in their shop (not a stall, a fully set up and stocked shop) and purchased a T shirt. On the way down the road we gor an alert from our bank about unusual activity on our account. It turned out that the shop was using a false card machine that displayed one number in Peso and was taking a completely unrelated amount from our bank (hundreds of pounds). We obviously froze our cards and headed off down the road very frustrated. We were then approached by another man stating "hi, I'm Jose from El Beso pool, how are you doing........". It was then that I realised that they were noticing the AI wrist bands frommour hotel. Needless to say we headed back to the hotel, very angry and frustrated with ourselves. We also spoke to the TUI rep to ask her to let others know about this scam. She stated "oh yes, we have hundreds of these scams all the time in Playa Del Carmen, we tell guests about this at the welcome meeting!" As stated earlier we could not attend the welcome meeting, however we got many messages from the rep on a messaging service and she actually recommended the trip to Playa and never once mentioned these risks. In short, TUI, please do better at warning your guests of these risks, especially if you are recommending trips! In summary, the hotel was excellent, once the issues mentioned above were sorted out, however we would never go back to Playa Del Carmen due to the scale of the scamming and lack of support, together with the general feel of the town being very edgy. I didn't travel half way around the world to be on edge when trying to enjoy a holiday.
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May 14, 2025The best dancers ever.
This was the best time ever the dancers were the best. This was the best ever. Hthnamsbdioxbf broaden Russian Tyson’s finials brow tone o no one banshee. Ksktbhsidjebjehehejqhwhhwhejebehsbbsbsbdbdbdbhjsjsnsnsnjhdhrbdbdhjjksbrbnhsjshhd
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May 14, 2025
Great food and amazing service
Alexis and Diego from the catering department made our trip so memorable! 10/10! The resort overall was fantastic but they seriously made our trip that much more amazing. We enjoyed the perfect day with surf and turf and phenomenal service by the beach. Highly recommend.
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May 13, 2025
Sunset picnic
Alexis from private event did an amazing job serving us for our sunset picnic. He was extremely friendly and got us everything we needed. Would definitely recommend doing this for any couple coming to this resort, 10/10 experience, made our anniversary special.
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May 13, 2025
Fantastic family holiday - Ocean Rivieria Paradise
We have just returned from a 2 week break in this hotel. We were privilege and our butler Adrian was the best. Friendly, easygoing guy and was always very responsive and keen to help, a credit to the hotel. Drinks at the lobby bar every night were fantastic. Massive shout out to Jochiam, the best waiter and works so hard. Sorry we didn’t get so say goodbye. The hotel is modern, clean and has a great selection of restaurant's. Food throughout our stay was incredible. Steakhouse and privilege lounge where are favourites. The staff in the privilege lounge were great, special shout out to the lady who shows you to the tables (sorry forgot name) but constantly greeted my daughter Lara every day with a smile. Also thank you to the servers Carlos, Jose and Novelli, consistently great service. I would recommend this hotel for any family that wants a quiet break, with plenty of pools and restaurants to choose from. Thanks ocean and see you again soon. Rob, Claire and Lara.