TripAdvisor Traveler Rating

Beware!!! Read before booking. This place was a bad stay from day one. The staff is very rude and not friendly. Most are not bilingual and will tell you in English that they don’t speak English. Food is nasty, alcoholic drinks are nasty with cheap liquor. Staff that handles your food don’t wear gloves and when asked why they don’t wear gloves get very defensive. I had to call front desk every day 3-4 times for face/wash cloths. When maid cleaned room she will take face/wash cloths from bathroom but never replaced them. I was even told numerous times that there were no more and had to wait for them to come from laundry. The same with pool towels had to wait 20 minutes for a pool towel because they were being washed. I have never stayed at a resort that didn’t have enough wash clothes or towels for guest. There is a lazy river that you have to walk through because they don’t offer free water tubes because they want you to purchase the tube. For this resort to be 6 years old it’s run down due to lack of maintenance. The CEO of this hotel should hire an independent hotel inspector to do an undercover stay.

WATER DRIPPED ON OUR BED for 4 DAYS! We paid for 3 rooftop rooms for us and our family. Our room had a roof leak with water dripping on our bed for FOUR days and we could not sleep. We even tried to catch the water with a plastic bin because we were desperate for sleep. Felix (our butler) repeatedly ghosted us, lied, hung up the phone on us and refused to help even though everyone said he was the person to resolve the issue. On the fourth day we talked to Emilce (guest services manager) and she agreed to give us a credit for 2 nights and move us to a different room. The promise of a credit also turned out to be a lie and she refused to meet with us to provide details on the credit. H10 should be embarrassed for the poor service, lack of leadership from the team and awful room conditions.

We visited Ocean El Faro over Christmas and, unfortunately, found it overcrowded. The staff seemed overwhelmed and struggled to manage the large number of guests, which significantly affected our experience. The cleanliness of the hotel was inconsistent. Some days were fine, but others were lacking, making it feel like a hit-or-miss situation. This level of inconsistency was disappointing, especially for a hotel of this caliber. Another issue we encountered was with the sales reps, particularly Ramon. He was very pushy and did not take “no” for an answer gracefully. He misled us about the length of a tour, leaving us feeling frustrated and misinformed. Service at the restaurants was another downside. Staff repeatedly forgot our orders, which became a recurring problem during our stay. This level of forgetfulness added to the overall frustration with the service. We also purchased the privilege pass, expecting a higher level of service and amenities. Unfortunately, this wasn’t the case. We often had to repeatedly ask for services included in the package, such as turndown service and room robes, which were promised but not provided. While the premium alcohol selection was good, it felt like the only redeeming feature of the privilege pass. Our butler, Elizabeth, was okay but not entirely reliable. She missed a couple of appointment times, which detracted from the premium experience we were expecting. On the positive side, the hotel itself is large, with well-maintained grounds and excellent facilities. The food was a highlight, offering a wide variety of themes and an impressive Christmas dinner. Entertainment was enjoyable, and the overall amenities were commendable. However, the beaches were not what we expected for a Caribbean destination. If a picture-perfect beach is what you’re after, you’re better off staying in Bavaro, as the beaches at Ocean El Faro didn’t meet those expectations. In conclusion, while there were some positive aspects of our stay, the overall experience left us feeling disappointed. If the staff were more attentive and consistent in their duties, this hotel might be worth a visit. As it stands, we wouldn’t return to Ocean El Faro. Also they mixed out bags at the hotel and we had someone else's in the room. The staff didn't care much... there you go.

We travel to Caribbean every year on Christmas and have stayed at various resorts and countries and never had any issues ever. But this resort was the worst experience we ever had for a family group of 17 people, including children. It started with our booking and arrival at the resort. We booked through Sunwing at overpriced package 2 months earlier. (Price went lower afterward, but sunwing didn't price matched or gave credit) We had asked sunwing rep to book 2 queen beds in each room (7 rooms) but when we arrived we were given only rooms with King and sofa bed. We had to fight at reception, and they did not give us 2 queen. Some adults had to sleep on the sofa bed. Reception responded that its Christmas season and hotel is overbooked. We paid Christmas season prices but didn't get value. Even sunwing rep at resort had no solution. Buffet food was below par. Same food every day. Understaffed service. Unmanged seating and good luck finding cutlery. We had better service and food in Cuba. Lobby and bars were nice. Mikes coffee was good and had lots of drinks and pastries. La carte restaurants were good. Beach was rough and not for kids. There was no point having this resort on the beach, if beach is not useful. Only fun in water was in pools and lazy river. Will not return to this resort.

I have been to the restaurant Blue moon on the resort twice and find the food, ambience and service very good, a waiter Monolin was very very attentive and gave a great experience on visiting this restaurant. In my opinion the best restaurant in the resort.