Ocean Riviera Paradise, Riviera Maya

Came with my husband for our anniversary, and Yhara upgraded our room for us and provided excellent service! The hotel was very nice and would recommend booking the privilege.

We arrive here three days ago and we think the hotel is being so wonderful especially Mauricio from the experience team him buying us to be part of the sea and pain activity and we enjoyed it very much. We recommend the ice cream and we recommend that blue moon restaurant is delicious. Also the best Vella

Marcelo is the best bartender in privileged pool bar very good experience with he, lovely and friendly service, we love Marcelo, we'll be here with Marcelo soon

This is my very 1st review on this platform but felt compelled to share my recent experience for future travellers looking to book here and with the resort management team. First of All, I would like to begin with stating that I would certainly recommend a stay at the Ocean Riviera. Staff / All staff with the exception of the check in team were unbelievably professional, courteous, polite and really hospitable. They couldn't do enough. I can see in reviews that the entertainment team get mentioned alot and rightly so but so many other staff members in other areas of the resort not getting the credit they deserve. Bar staff across all bars were brilliant/ the restaurant teams were fantastic also. The cleaning team were an asset to the hotel. The team that coordinate luggage and transportation outside the hotel couldn't do enough. 5 star service. The check in team however were really cold..lacking any warmth when checking in. Very transactional and lacking any interpersonal skills whatsoever. Came across as lethargic and as if they were doing you a favour. Almost had a impression she had an issue with my nationality. Im a frequent traveller within the UK and internationally and by any standard this was so poor. I work in talent acquisition/ recruitment and im genuinely curious as to how this individual has passed the interview. I wouldnt have this individual as an ambassador or representative the face of my brand period! Extremely rude. The most important role given this is the 1st interaction. You can't make a 2nd 1st impression this was really poor and would encourage the hotel to have a mystery guest so that they can experience this for themselves. Room - really really good. Beds were probably the most comfortable I've ever stayed in at a hotel. So good! Only down side to the room was the balcony railing. Dated and the wood was coming away and I was travelling with my 9 year old daughter so I just kept her away from this. Great features in the room. Very spacious. Only one socket with hdmi charging point so if a family of 4 you may struggle. Food in all of the restaurants I found to be of a really good quality. Lots and lots of choice. All staff as above were brilliant. Ultra professional and the table service with drinks etc was great. Really accessible to book restaurants and time slots. Towel service great! Great range of swimming pools. Very clean and lots and lots of sunbeds The golf buggy train to transport guests through the resort was fantastic. Great service and really good people operating this. Well done guys The app was fantastic, easy to use and informative. Would recommend using this during your stay. Sports bar - as a keen football fan I watched my team twice in the sports bar. Impressive space let down by the bar being closed. If you wanted a drink you had to go to the lobby 10 min trip missing parts of the game. This is a quick fix. Thr app says the bar opens but didn't serve drinks. Bizarre!! Beach - totally environmental and the hotel have no control over this..not their fault. They do their very best and I felt so sorry for the team cleaning the beach daily-seemed to be a thankless task 2bh so kudos to this team who never stop. If you want a beach holiday this isn't the resort for you as its the same all over playa Carmen. Beautiful turquoise water but sadly you have to swim through tons of seaweed to get to it. The views are incredible! Resort is so spacious in general well thought out whenever they were building this..really impressive Shops on site- extortionately priced. 30 for a one tube of cream. Insanely priced Facilities at the hotel - they have literally thought of everything. They are well prepared for all eventualities in terms of weather and really purposing space. Mayan night was incredible- would highly recommend for an immersive cultural experience. Great value for money. All inclusive here was one of the best I've had. A true all inclusive experience in terms of what an all inclusive is meant to be. Hotel services - we lost an item during the holiday and we approached the services team that were so thorough. They operate a really professional comprehensive lost and found service so rest assured if you misplace anything I have every confidence they will be extremely supportive. Lobby bar and general area was awesome. Can't speak highly enough of this space Trips - ok so this tainted our trip and wanted to highlight this as a warning to anyone visiting the Ocena Riviera. First of all all trips generally pick up at 7am. No restaurants for breakfast open up until this time meaning you can't eat before going on a trip. Pretty much every guest has pre paid for an all inclusive package. It came across to me that the hotel on average occupancy wise almost relies/expects the average guest to ho on 2 trips per stay meaning that x amount of guests will not be consuming food drink and missing breakfasts/lunch had in some cases dinner as trips can be upto 12-14 hours in some cases. Where the hotle massively let's itself down and i think this is a conscious choice by the hotle which is even more disappointing is that they don't offer any form of packed lunch for breakfast as a minimum or lunch such as sandwiches etc. For a 5 star hotel comparable to other hotel groups that offer this. This is definitely an area of improvement. No my understanding is this is an outsourced company that are concession within the hotel however ultimately by this company operating from the lobby indicates that the hotel endorse/recommend this travel company as an ethical approved business which is why I'm sharing this feedback specifically here. The cost of a standard trip in the Riviera maya is expensive but it is what it is. I purchased a trip to chichen itza which had a number of activities throughout the day. It cost 290 US Dollars so not cheap. Got picked up 30 mins late. Wasn't sure if we'd been forgotten about. 1st stop was a mayan village with a cenote that was a key attraction discussed in the brochure for the trip. We arrived at what can only be described as a purpose built synthetic village where 90% of it was a gift shop. Ironically where you started the tour. The entirety of this time was spent being sold to ..upselling products like honey/chocolate. All of our time was absorbed by this that by the time we got to the cenote..we were in there for circa 4 minutes and were told we had to immediately go for food and couldn't return to the cenote. Chichen itza was great. Had a great historian translator. After this we stopped at a city right next to another gift shop. It was clear from the outset that the guide was on commission and constantly made reference to tips throughout. Before the end of the trip he spoke on the coach about the driver his colleague and himself and that they have young families and children and pretty much pleaded/begged for tips on what was a flawed experience. Very amateurish. I shared this feedback the following day with the advisor who sold the trip. He said he would relay this on and provide regular tely feedback. This didn't happen..I had to approach him and he said that they wouldn't be able to do anything as they'd had feedback room one family who supposedly had a positive experience on a coach with 60 people on. Poor substandard service from him who is clearly inexperienced in handling escalations. For trips costing in excess of of 250 sterling this was shocking experience and disgusting treatment. Culturally if you want repeat custom and guests to return this has to be reviewed.