Location
Riviera Maya, MexicoProperty information
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Resort 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.
Customer ratings & reviews
TripAdvisor traveler rating
15425 reviews
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Nov 21, 2024Staff made the difference
A hotel made spectacular by the staff and incredible experiences. Karina took care of us every single day and even decorated one of our rooms for a birthday and making many dinner reservations. Andrea was awesome looking after us many times, was so caring and checked in with us often and went the extra mile. Our housekeeping lady Sylvia made our stay so special with crafted towel animals and was so friendly. Arturo made activities fun. We will be back because of these staff.
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Nov 18, 2024Not Great
Had a horrible experience during checkout. We arranged a car with reception to take us to the airport. The reception that helped us told us to make the payment with her, we paid in pesos. She then gave us a check out slip to give to the staff outside. After getting in the pre arranged her and getting to the airport, the driver shouldn’t let us leave because he said we didn’t pay. His “manager” wanted us to pay again and said if we don’t, the police will be involved. The hotel does not pick up the phone. Multiple people tried calling so we can speak to hotel reception, we got the direct number from the online reservation call center. The police at the airport then got involved. We almost missed our flight. What hotel doesn’t pick up the phone? What hotel doesn’t communicate that their guests have already made payment for the ride?
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Nov 18, 2024
Watch Your Head!
I want to be clear, this place is a fine, 3-star at best resort. The service and food were decent, the beach was small but clean. The reason I am giving The Ocean Riviera 1-star is that on my second evening a plumbing leak developed in my ceiling above my bed leading to part of the ceiling falling on my bed. After communicating with the staff we made plans for me to move rooms the next day and they made up the sofa bed for me where I slept well for several hours... till the same leak spread and began dripping on the sofa bed! Ok, I get it, stuff happens, they moved me to another room late the next afternoon and I enjoyed the rest of my stay. When I requested that I be refunded for the two nights I was inconvenienced...they said NO! The management told me that they had offered to place me in another room (they didn't) the night of the ceiling falling so they would not be offering any compensation. The incident occurred after 9:00 PM and my understanding is the place was sold out, another room was never offered. Needless to say I have filed a dispute with Amex but this totally ruined my opinion of not only this resort but the H10 chain as a whole... So, enjoy your stay but watch your head, things might drip...or fall on it!
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Nov 16, 2024
Checked into A dirty room and checked out to have my sweater (for the plane) stolen!
This is not a 5 star hotel. I was at this resort from November 4-11, 2024. I was shocked when I got in my room to find a dirty bed, crumbs on bed and toothpaste on the bench at the foot of the bed. I only took pics of these as I called front desk right away not even planning on writing a bad review. As I looked around some more, I noticed no water and no coffee. Staff came within 10 or so minutes and cleaned the bench and sheets. I was happy. Also asked for water and coffee and he said to call for that. So I did. While he’s cleaning, I was about to brush my teeth. As I filled the glass with water, things started floating in it! It was covered with the coaster so I thought it was clean! I showed the staff and he said housekeeping should have it. And he called her for that. I got a new glass. Again, the resort is nice and huge. Good food and drinks. The coffee shop is a plus. Had a terrible experience at the Blue Moon restaurant as our waiter was miserable to me and my parents. As I see him interacting differently with the other guests. Was it because we’re Asians? So we left without having dessert as it wasn’t a good experience. I let little things go during my stay. I checked out November 11 and as I was in the bus going to airport realized I left my hoodie in the room closet! It was my only sweater for the plane and it was cold in Toronto. I reported it to the Air Canada rep and he said he will contact the rep at the resort. He didn’t. I reached out to the Air Canada rep at the resort and reported it. She replied right away. Asked for a pic of me wearing the sweater and I sent it to her. She said they will look. To this day, I haven’t heard back from them. I messaged Doris again yesterday again and she just saw my message and didn’t reply. Well, I assume, someone took my sweater. It was designer hoodie otherwise I would have let it go sooner. I would have paid for the shipping. But no. So whoever took it. Enjoy it. May God bless your soul.
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Nov 16, 2024
Excellent Staff makes a Difference
This is the 3rd trip to this hotel and the staff just keeps getting more helpful and friendly. Ariz, our butler, always had a bright smile and took care of all our requests (even on her day off)! When we went for lunch at the Privilege restaurant after a long travel day, we were greeted by Moses and Alexis, who remembered us from our previous visit! Through our week stay, they made us special drinks, dinners and desserts! The Privilege Beach team is exceptional. Geraldo made sure we had chairs and fresh towels in our favorite spot each day while Guillermo kept our drinks fresh. He made them exactly how we requested them and was genuinely happy to do it! The beach is coming back after a rough hurricane season and water shoes are helpful to get through the rocky area just after entering the water. After a few feet in it’s clear and a beautiful white sand bottom. The rooms are clean, spacious and the beds are comfy. The hotel grounds and pools are very well maintained. We ate at nearly all the restaurants and had delicious food at all of them! My favorite was the stuffed chicken breast at the privilege restaurant.