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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.
Ratings & reviews
TripAdvisor traveler rating13142 reviews
Best Barkeeper ever....He teached me to make my own Cocktails. We mixed some drinks together and talked about the Sommer Hotel Stuff. He was really helpfull and fullfill US every wish we had. Best huy ever
Juan, is so awesome. he makes the best drink and is giving us a great time in mexico he knows how to care of people and make sure they don’t over-drink and then makes us the best drinks because we are great
TERRIBLE SERVICE-AVOID IF YOU HAVE KIDS
This will be my first time writing a negative review- we travel a lot as a family of 5 and I would like to help another family not make the same mistake and waste their hard earned $ on this resort. We previously visited the resort in 2017, good experience. Seems the pandemic turned the resort around, id like to start with Pros but there was only 1, the kids water park, great for my 3 kids under 6...but I'm sure there's plenty of resorts with water parks. CONS- the service is TERRIBLE everywhere you go- over 8 nights and 9 days- there were maybe 3 staff I can count who were kind to us- that was after they were tipped generously. Most rolled their eyes when asked for anything from an extra spoon to feed my baby- or even a refill of water at the buffet. We requested joint rooms- but as everything there, they had not promised- and gave us rooms 7 doors apart- changed us the second night after spending 4 hours in the lobby of our vacation- and surprise surprise during the switchover of our luggage, our AirTag was stolen, and taken 68km away from the hotel, after speaking to staff they assured me most travel 1, 1.5 hrs to work daily and confirmed this wasn't out of the ordinary. They allow vendors on the pool area- how many times can I tell the same person my 1 year old and I do not want to go parasailing, or a massage, or your cigars...and so forth...also uncomfortable they wouldn't stop staring at my family, and the hotel did not have 1 security guard in sight, needless to say there my sunglasses were taken from our chairs. FOOD- BRUTAL, no snacks during the day- if you want to eat ANYTHING you need to get dressed wait 20 minutes to one hour for a table to be ready, or head to the Buffett and get your own food with no service what so ever. UNLESS you have privilege be prepared to wait at the door of restaurants around 1 hour every night - or BUY A BOTTLE OF WINE and they will let you in right away. The rooms SMELL SO BAD, whatever they use to cover the mold smell is even worse NAUSEATING. The most laughable part was this survey they try and get you to fill out at every turn, the one time I was able to get a spoon after waiting for 45 min for my 1 year old daughter to have yogurt for breakfast they harassed me with this survey, actually there was a second time at lunch by the beach- I asked if I had to do it? the waitress replied yes and I laughed and assured her I didn't and was once again disgusted at this service. SAVE YOUR MONEY. There are PLENTY of other resorts - go to THE FIVES you won't regret it :)
Worst trip ever and for many reasons!! TREATED horribly everywhere!!!
I’m not the type of person to write bad reviews because I’m a very easy going person and I usually go with the flow. In fact, this will be my first time writing a bad review but I thought I would share our experience to ensure it doesn’t happen to you and your family. First off my parents, my son, my aunt and uncle, my sister and her family arrived earlier then us. The check-in for them was horrible, there was a complication with the reservation which I won’t even elaborate. 2 ½ hours later my parents got a room only to be asked to come back in the morning to obtain a different room which led to another problem. 1. Trying to get a table for 11 people at the buffet was impossible. Every time we would have to argue at the reception until the manager would finally show up and sit us down together and apologies. THE BUFFET WAS EMPTY. 2. Regular clients can’t reserve at any restaurants beside the Japanese which we tried all week but no luck. So we ate at the buffet 5 out of 7 nights. 3. For the restaurant à la carte, regular customers must show up in person at the restaurant to obtain a seat, no reservation in advance is allowed. AGAIN you arrive at the restaurant only to be told EVERY night: sorry there’s a waiting list while the restaurant is literally EMPTY. Meanwhile the privilege customer can walk in front of you while you have been waiting for 30 to 60 minutes and obtain a table with or without a RESERVATION. We waited 1 ½ for the Italian restaurant one night while it was empty. Once we got in the restaurant we waited another hour to get service, we ate at 10:30 pm and it was not worth the wait. 4. The only way to get in as a regular client is to buy a bottle of wine. WHY??? I paid for an all inclusive. 5. Beach is the smallest I’ve seen, It’s dirty full of sea weeds, impossible to take a walk on either side or play a game. 6. Beach area AGAIN if you are not privilege don’t think you will get a seat. 7. Customers are allowed to put their towels on a chair all day and not sit, no policy. My husband got up at 6:30 am twice and still we didn’t get 2 chairs. Very frustrating to sit on concrete for a week. 8. Only 2 restaurants are open during the day beside the buffet, AGAIN wait is 30 to 60 minutes and this is a children friendly resort. Not sure they realize when a 2-3-4 years old is hungry and has to wait everyday 30-60 minutes to eat. WHY NOT HAVE A SNACK BAR TO TAKE OUT. 9. NOT allowed to take any food out under any circumstance, our son would sleep in we couldn’t take out a plate for him. That means that we would have to go twice a day and sit down. SO DON’T get sick and expect your partner to bring back food to the room. 10. NO SNACKS ALLOWED FOR SMALLER CHILDREN anywhere. Each time your child is hungry you have to dress-up, wait for a table and sit-down to eat at a restaurant. 11. Horrible smell constantly. 12. No more then 2 bottle of water or 2 beers per room per day. TRUST ME we tried. With that said, I will be very brief and to the point. IF YOU ARE NOT PRIVILEGE DON’T GO THERE! I could elaborate on so much more but I will stop, I shared the most important. One last thing, during our stay we met a lot of people and we talked to at least 50 people who were just as upset as we were. We even met 2 couples that decide to leave the resort to go to another one. They all said the same thing NEVER AGAIN HERE. Hopefully this will help you make a better decision about your choice of staying.
A rundown on the run-down
This was a return trip for us. We had been to ORP once before. Based on how good that experience was, we were happy to return. This time we brought friends. We left disappointed and embarrassed for recommending ORP. I'll start with the positive.. Things that were good or decent The weather The pools The availability of open lounge chairs The friendliness of the bartenders and wait staff Mike's Coffee shop and the people who work there (Gold Star!!) Ice Cream Shop The restaurant food was not 5 star, more like 3-star, but we never went hungry Drinks were good The Urban Show in the Theatre was decent (not great, but ok) The foam party was fun Our room was clean but run down Things that were NOT good Our check-in experience took an HOUR. No reason was given for the delay, and no apologies were made. There was almost zero communication. It was weird. After waiting an hour to get our room key, the bellhop advised it would be quicker if we took our own bags to our rooms An AGGRESSIVE and sleazy sales guy stalked us as we waited to get our room key, then he "accompanied" us to our room, pitching the entire way My partner got locked in the upstairs bathroom because the door jammed (this happened twice -- and both times the door required excessive force from the other side to open) (imagine if this happened when nobody else was there) The shower in our friend's room backed up and would not drain Random foul smells all over the property Seriously dangerous stone walkway leading from El Beso to main path So many tables we sat at were tippy and unbalanced The music played by the pool was outdated and void of culture (I don't travel to Mexico to hear ACDC everyday) Lack of nighttime activities The movie trivia event in the plaza was actually embarrassing (I've seen better activities/entertainment at a child's birthday party) Like I said, this was our second trip to ORP. It will also be our last. Some of the problems I've noted are easily fixable (the jagged stone path, the tippy tables, the same old music, the cringy games). I hope they take action and turn this place around.