Ocean Spa Hotel - All Inclusive

On the first day, my girlfriend who is staying at different all inclusive hotel. She wanted to check out the hotel where I'm staying. As soon as we walked in, Wendy (front desk manager) rudely states that she cannot enter. I tried to explain that my girlfriend already has an all inclusive some place else. We proceeded to go check out the nearby pool, beach and my room. Within 45 minutes a security guard chases after us and escorted us out. I ended up staying most of my time at another hotel. The staff was friendlier and the food was better. You must realize that my all inclusive arm band had a different color. Yet I didn't get harassed in any way. I spoke to Santiago (manager). I explained how in the world they can control who I bring to my room. (I'm a single man on vacation). He goes on to explain about the policy and how it is intended to protect me from visitors. I'm a doctor and a timeshare owner. I've traveled all over the world. I've stayed in hostels that were much more accommodating than this. It's as if the entire staff are fearful of losing their job if they didn't implement their hostile style policies and forgot the importance of customer satisfaction. A terribly surreal experience.

I have thought very hard for at least one thing good to say about this place. I have come up with two employees, bell hop - Rudolpho and Front Desk - Carlos. Other than these two people this place should be placed on a WORST OF THE WORST list. 1. Sewage leaking from toilet. 2. Had to fight to get the jacuzzi room we paid for, in which the jacuzzi was broken, the windows did not lock and the stereo was blaring outside the window. 3. All inclusive is a joke: They ran out of red wine...not just a brand, all red wine. The food was inedible and no one cares, seriously, no one cares about servicing you, even the basic services such as bringing you a soda. Be ready to get it yourself and then have the staff tell you to your face that you need to tip them. 4. THIS IS A TIMESHARE PROPERTY, NOT A RESORT. They will harass you to attend their sales meeting. If you want to relax, this is not the place. 5. Went for a 55 minute massage, received a 30 minute massage and they tried to argue that we had to pay for 55 minute even though we were standing there talking to them within the hour we were suppose to be getting the massage. 6. THERE ARE NO WAVES AND ONLY SEAWEED on the oceanfront. If you are looking for the beautiful water and white sands, you will not get it here. Because our trip began so poor we decided to stay a couple extra days at another resort. Thankfully the other resorts we stayed at, (which were cheaper) Park Royal and the Westin Laguanamar, made our trip worth it. The lesson we learned: Listen to the reviews and realize that they are there for a reason.

We paid approximately $1000 USD which included an upgrade fee, for an all-inclusive package which was to include a King bed and Jacuzzi, etc. When we arrived at the hotel we were asked to wait in the lobby area. After an hour we still weren't checked into our room by the front desk and nobody had told us what was going on. Some time later we were told that there wasn't a room for us and that the hotel was over-booked. More than FIVE HOURS later, after the hotel tried to put us into a hotel that we weren't familiar with nor desired, we were told that there was a room but we'd have to wait for room service to get it ready. Then a concierge came over and asked us if we had been checked in then proceeded to try to sell us a time share. An hour later we were finally checked into a room. However, this room was not the room we paid for! The room we were given did not have a King bed or a Jacuzzi and was on the service road/parking area of the hotel. Further, the shower didn't work properly, room was dirty, the air conditioning leaked onto us while using the sink and there was a live cockroach in the room. We were told by the manager that he would try to find us the room we had paid for but that we'd have to arrive with our bags at the front desk every morning at 8am to see if our room was available! However, we were stuck in this horrible room for FOUR DAYS! On Thursday we were finally upgraded to a better room. However, we found this room had issues of its own. There was a plastic cover over the shower drain which we found was to keep the SMELL OF RAW SEWAGE from backing up into the room. With this cover off the room wreaked so bad that we had to open the window and patio door. The shower also did not work properly! I called the front desk but nothing was done. This room also had bed bugs! On Friday at 12:30AM, we were awakened by the sound of pounding above us. I called the front desk and they assured me it would be stopped, however, the pounding did not stop and in fact continued until 2:30AM! I called the front desk several times but the noise continued! As far as the food arrangements go, the woman at the scheduling stand gave us the wrong days and times for our Mexican and Italian dinners. As a result we were only able to eat non-buffet dinners twice! We were also shocked to find that the menus were taped over previous company menus and were in binders. The service was slow with the food being only slightly better. Also, the Therapeutic & Energetic juice bar that was advertised by the hotel's website was not available when we asked! As for the beach furniture...the cushions for the beds and chairs were rarely placed on time, sometimes well into the afternoon. Also, there were several features that were promoted about this hotel on your website that were not actually available at the Ocean Spa. They were only available at the sister hotels via shuttle!

Great hotel everything about the staff and building itself is wonderful and great for the price i paid the only thing i did not like was the beach it had seaweed in it but everything else is perfect. i loved that you also have access to there sister resorted and theres a shuttle that will take you for free and those beaches were nice clear water no seaweed.

Enjoyed my stay at this resort just because it was probable half empty and really quiet. Some of staff came across a little bit unfriendly. This is a spanish owned resort so most of the people their are not from north america. If you like to swim in the ocean this resorts water is mostly sea weed and you have to walk a bit down the beach. They have a great security system their and staff are very trustworthy. They leave reminder slips if they see anything of value out and suggest putting it in the safe. I suggest booking all you night dinners at either the mexican or italian dining areas. Buffet is okay but does get boring.

Stay aggravated at the horrible staff and wish we we picked somewhere else. Worst hotel I have ever stayed in. They are not willing to assist with anything. Gave us a room with out a view of the ocean when we had copy of our reservation that said ocean view. Their response was nothing we can do.

Great room, great food, great service, only negative is that the beach was too dirty to swim at! But beautiful to sit and relax on!

Overall hotel itself was clean, the staff was nice and pleasant, and willing to serve you at all times. That being said, the food at the resort was bland and after eating it for the first two days, we had to leave the resort. The a la carte was okay, a step-up from the regular buffet, but needs work. The beach was small, and the view blocked by two piers. Luckily, included in our hotel was the ability to take a shuttle (free) to their sister resort "The Royal Sunset" Although we were not allowed to eat or drink at that resort, we did enjoy the ocean/beach MUCH more than our resort. It was non-comparable, like a mansion to a homeless shelter. You could actually swim at that beach without the having seaweed stuck to you two feet into the water. There was no night-life at our resort, once the sun went down, you either had to go to sleep, or drink in the hotel lobby. Our activities guru "[...]" became very annoying after harassing you to pay $50 USD to go to a club with him were the ratio of females to males was around 1:8 (not fun when you're there with your boyfriend, not wanting unwelcome advances from drunk college boys)There was NO FOOD offered past dinner,the hotel bar closes at ONE and our hotel did not have room service. This is incredibly frustrating when you get hungry post-dinner, and the only option you have is ordering in, or getting ripped off at the OXXO across the street charging $7.50USD for a bag of doritos. Room-keys were a nightmare. Keys, not cards, and only one were given per room! imagine trying to keep track of this key the whole week, needless to say the first swim into the pool caused us to lose the key. I did enjoy the swim-up bar in the pool, as well as the fancy banana-pina coloda drinks servedWe did have fun, and the bad food did give us an excuse to leave the resort and explore downtown Cancun

Honestly there were a lot of problems at the beginning. We never got the room we paid for. We had to fight for over 2 hours to get it. And we never even got into the room because they didnt have one open until the next day. It was a huge hassle for being on a vacation. Other then that the hotel didnt have anything special at all. Not good service. I would not recommend another couple to got there.

WE HAD A GREAT TIME IN CANCUN,STAYED AT OCEAN SPA GODD SERVICE NICE PEOPLE,LOVED THE AREA,WAS NICE TO HAVE ACESS TO THE SISTER HOTELS VIA FREE SHUTTLE,BOTH OFFER UNIQUE THINGS TO DO,LOVED YOGA AND PILATTES LESSONS,SAILING ON THE BAY,AND OUTDOOR POOL WATER FRONT JACUSI