TripAdvisor Traveler Rating

What a wonderful week. Thank you to all the staff especially our butler Felipe! We stayed in the privilege suits and everything was wonderful. Food was good drinks were amazing. We loved all the wildlife and meeting the resort cats. We hope to come back.

The theater is painfully loud. We moved to the very back, furthest from the speakers and our phones both triggered damaging decibels. You could see numerous people with fingers in their ears. It’s a shame because we are H10 premium travel club members but won’t be attending any more theater performances at this resort. We went to an activity staff member and showed the warnings on our phone for the theater being dangerously loud. The activity member laughed and said I’m glad you liked the show. Definitely don’t bring your children to the theater at this resort. My left ear was ringing the rest of the night. We will not be back!

Very nice hotel with good food and several restaurants to choose from. Aylin from the guest service greeted us upon arrival and was available throughout our stay. She made sure that we were fine and helped us with reservations to the restaurants. We only stayed for two night but could for sure have stayed longer.

After visiting 3 other hotels in Mexico, this hotel was by far the most visually pleasing but other than that, we were very disappointed. After the stress of getting through the awful airport, the arrival at Ocean Riviera Paradise wasn’t very welcoming. Me (27) and my partner (29) arrived with our 4 month old baby after 16+ hrs of travelling. We stood on the step of the hotel holding our sleeping baby off the coach with 6 of our bags and we had to ask someone for help with our bags as they were serving others that arrived after us before hand. We were shown around the lobby and pointed toward our building which was a 5-10 minute walk from the lobby and were told our bags would arrive at our room in 5 minutes. We were staying in the Daisy building and had to ask for directions. Once we arrived at our room we waited half an hour and bags hadn’t arrived and we needed the bottles and travel cot for our baby, we had to chase them up which took them another 15 mins to arrive. We asked if we could get a kettle in the room as our baby has a special milk for his PKU. They told us someone will bring it to the room and they brought us a travel cot. We called again and asked for a kettle in Spanish and they told us we have to get it from guest services so they can bring us pots of boiled water as they’re closed until the morning. The pot of boiled water took 20mins to arrive to the room and we knew this wouldn’t be sustainable as our baby has 6/7 bottles a day so the next morning we went to guest services to be told they don’t have kettles and to use the coffee machine in the room. Anyone that has a coffee machine knows that it continues to run coffee granules through the machine even without putting coffee in from the last cup made so we were not risking caffeine going into our babies milk. The coffee machine also doesn’t heat the water to a sufficient temperature. Guest services then suggested we go to Walmart which would’ve cost about $40 in a taxi, then the TUI rep said they don’t sell kettles as they don’t use them in Mexico. We stated that it was crucial we have a kettle as our baby needs to have his special milk as without it it can cause him brain damage due to PHE levels in his blood getting too high, then we got told that they do in fact have kettles, they’re just waiting for people to check out of the hotel rooms that are using it for tea and coffee?! Again we had to state the importance and he managed to find one an hour later for us to use. This was stress we didn’t need on our first couple of days and we have never had an issue getting a kettle in any Mexican hotels before including another H10. Hotel: The hotel itself is lovely. You could take a picture in most places and they had it decorated for Christmas. The hotel room was big and had a large balcony. The bed was comfy however extremely creaky so trying to get in or out of bed without waking our baby up from his naps was a struggle. The maid did a great job and the room was always clean. Mini bar restocked daily. We considered using the laundry service as we ran out of clean bibs and muslins but it’s very pricy. We had to get someone to fix the shower temp a few times as the water was freezing cold but other than that and the kettle we had no issues. Staff: The staff in the buffet were very friendly and attentive, and the lady that served pool drinks at the Daisy pool was great. The staff in the restaurants and reception didn’t seem like they wanted to be there and looked like they hated their jobs. Especially the front of house of the live cooking. Guest services were somewhat patronising but think the language barrier can cause some confusion. Pools/beach: The sunbeds were absolutely dreadful. Packed together, can’t even step off to the side they’re so close, brittle from the sun and most of them broken and feel like they’re going to collapse from underneath you when you sit on them. Pools were freezing but I’m guessing it’s the time of year. Kids water park pool had bits of plastic in the bottom that sticks in your feet and there was a dirty layer in the bottom of the other Daisy pool. Beach is nice for Mexico, no seaweed but only a small sunbed area as half of the beach is for privilege. Same music played daily. Food: Buffet is repetitive and often cold unless you had them cook it fresh for you but good service in there. Can get very busy and big queues at times as it’s quite a small selection. Mexican was okay, seems the Mexican restaurants in Mexico are always very meh? The cheesecake in there tasted and smelt like vomit, a few other people confirmed that they thought the same as me and my partner were baffled ?? Italian was nice and good service but a lot of cheese with everything. Crepe Bistro is the best you’ll get with desserts here but opening hours are strange as it’s 12:30-4:30, would be better as an evening dessert after dinner rather than in the heat. The waffles were nice but the staff couldn’t move slower or look more gutted that they have to be there. Also had us waiting 30 mins to tell us they’re going to be another 20 minutes late which took it too close to our meal booking on the evening so we ended up leaving it but it would’ve been good to have a heads up sooner. Steak house was nice, some of the food a bit cold. Good service but a bit rushed and was like they want you in and out asap which suited us with a baby. Pez vela beach restaurant we only managed to get lunch at, was the best lunch available but was often a long wait to get into and tables/chairs always had food on from previous people. Very stingy on fries for some reason? Lol Live cooking was a really nice dinner but front of house as very moody, seemed fuming that we showed up. Our cook was great until he made us scan a QR code and tried to pressure us into giving the hotel a 5 star rating at the end of our meal?? We told him we’d do it later as he stood waiting over our shoulder telling us to “press all the stars”. Ice cream shop didn’t open til 4:30? It didn’t matter because it was vile. The ice cream in the restaurants were fine so we know they’re capable but they must do it on purpose as there’s never a queue. Have no clue what they put in it but it tastes very questionable, only the little kids had it. Mikes coffee had use queuing every day for at least 20 minutes, food in there was meh apart from the banana muffins. Coffee is amazing 10/10. Very slow staff but friendly We didn’t get a chance to go to blue moon or route 66, however heard bad things from other guests about route 66. Some of them waiting over 1.5hrs to be served food and pulled pork being fatty and dried up. We didn’t get room service but if you’re not a privilege member you have to pay a fee, there’s only about 5 items on the menu. Drinks were nice in the hotel but they don’t have straws so if you’re drinking a frozen drink it was a bit of a struggle. Bowling was busy so we didn’t get a go, arcade you have to pay for everything, gym looked really good and had an outside area. Facilities are all great. We noticed sooo many people tripping over on the walkways to the buffet and reception, as in literally at least 3 people a day nearly falling flat on their faces so be careful. Staff aren’t too pushy with asking for pictures which is good. Coatis, monkeys, raccoons and cats are on the resort. Saw some Americans feeding them fries which was disappointing to see as clearly a salty chip isn’t going to do a baby animal any good. Was disappointing seeing staff walk around with animals for pictures, strange to me that people still do this as it’s so unfair on the animal to be passed around all day on kids shoulders as if they’re a toy. Saw them do this with lizards and a baby monkey. On the last night our wristband keys stopped working after doing the 10 min walk to our room with a sleeping baby who was due a bottle in 10 mins, we had to make our way to the lobby to be bluntly told that the door battery has died with no apology (they don’t apologise at this hotel for inconvenience). We went back to the room and had to wait 30 mins for security to let us in, who was friendly and helpful. If the service was better and the food was hot then this hotel had soooo much potential but we were massively let down by this.

We just returned from a family vacation Dec 6-13 2024. This was our 2nd visit to this resort with our first being Sept 2023. The staff as always were incredible. It was so great to see Alan again who was working in the privilege bar. He goes above and beyond and is truly someone that brings us back to this resort. The food was just as good if not better than 2023. The buffet is probably the nicest buffet you will ever see or eat at in all of the Caribbean. The resort is so well kept and the drinks were delicious. I cannot say enough about this being the best of the best when it comes to resorts. The only change we noticed was the entertainment staff. In Sept 2023 the staff were truly incredible. They made everything fun and the games and night shows were so memorable. From what I learned they removed the entire 2023 staff and now it’s a new entertainment team. They are definitely not as fun as the previous year. They lack the excitement and the night shows also were a lot less entertaining than the year before. Have you not visited this resort before you will love the entertainment here. We just can easily see the difference from the year prior. As always we will definitely return to this resort. The food is like eating in fine dining at home. The staff go above and beyond. And the grounds are immaculate. Well done again Ocean Riviera Princess and we cannot wait to return in 2025.