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“Room Service” 4 of 5 stars
Review of Omni Puerto Aventuras Hotel Beach Resort

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Omni Puerto Aventuras Hotel Beach Resort
4.0 of 5 Resort   |   Km 269.5 Carretera Chetumal-Puerto Juarez, Puerto Aventuras 77750, Mexico   |  
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Ranked #3 of 15 Hotels in Puerto Aventuras
Gibraltar
Contributor
16 reviews 16 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
17 helpful votes 17 helpful votes
“Room Service”
4 of 5 stars Reviewed January 8, 2013

We recently stayed here over New Year, arriving in the afternoon we went to get some lunch at 2.30 only to be told the restaurant was closing. We then thought we'll get a bar snack at the pool bar but were told the kitchens were closed. We had one drink and then at 3pm to our shock were told the bar was closing. The lobby bar was not open at this point the pool & beach area were very busy to the point where we could not get a sun lounger nor a seat to even sit in. We headed up to our room and ordered room service. Several items on the menu were not available and we settled for 2 tuna sandwiches. I wish we hadn't bothered. They forgot to put any tuna on both sandwiches and all we got was a little bit of lettuce and lots of tomato which we found when opening the sandwich to look for a trace of tuna. My partner doesn't even eat tomato. In addition to this I had to open the door for the room service guy as he said he could not leave it in the hatch - I was just out the shower so a little inconvenient.

The rooms at the Omni are great and well appointed so for us it makes up for all the other disappointments. Jorge at reception is fabulous and really deserves a pat on the back for doing a great job. The bar staff were certainly not as friendly and hospitable as Jorge.

We've stayed here before and we'll stay here again because we love the hotel but..... the bar staff do need a refresher course in customer service and although New Year is one the hotels busiest times of year they should look at providing ample sunbeds/seating around the pool area. On New Years day we had the same problem at 9.30 in the morning, people had been down and reserved all the sunbeds with towels books, hats etc so we were out of luck again.

Room Tip: All the rooms are great with either an ocean view or a view of the dolphin pools.
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  • Stayed January 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ALBFER, Manager at Omni Puerto Aventuras Hotel Beach Resort, responded to this review, March 13, 2013
Derar Guest:

Thank you very much for your comments and suggestions regarding your January stay at Omni Puerto Aventuras.

First and foremost allow me to extend my sincere apologies for the inconveniences experienced during your stay. All your valuable comments about disappointing moments were shared with our Head Chef and F&B manager. These comments will certainly help us to improve our dedicated service and raise our standards.

Also, I was very pleased to read that Jorge stood out with an exemplary service, I have already congratulated him for such a great job done.

There is no doubt that positive comments are the great motivation for our team, however nothing is as encouraging as to know that we will have an opportunity to welcome you back to our resort and make sure that this future stay will be the most enjoyable and memorable one. We are looking forward to you future visits!


My best regards,

Daniel Mazzini
Hospitality Manager
OMNI Puerto Aventuras
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354 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Fostoria, Ohio
Senior Contributor
33 reviews 33 reviews
31 hotel reviews
Reviews in 28 cities Reviews in 28 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed December 19, 2012

It's been awhile since we stayed here but always go back just to snorkel off the beach....they charge for beach service maybe 10.00 per person includes chair and towel....it use to be a beautiful beach but hurricanes have done lots of damage...if your sitting at beach bar at high tide your in the water. Anyway it's a great low key snorkel spot...it's a ways out to the reef but water is very calm...stay on this side of reef....most of the time you will be the only one out there! I remember the Omni as very nice...ocean view room was great....they made us fresh salsa everyday...the ocean like bathwater...small hotel low key no mass crowds of the mega AI resorts...very relaxing!

  • Stayed January 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed December 17, 2012

First time to Puerto Aventuras. Hotel staff were very friendly and helpful. The restaurant staff went out of their way to get to know our names. For dinner on our last night, they arranged a "special table" that was lighted with candles by the beach front. Rooms were clean. Enjoyed the layout with the shower that walked out to hot tub on porch. The hammock was a great addition to the ocean view balcony. The beach was eroded, but the water was clear and enjoyable. We were able to snorkel right off the beach. The entire atmosphere was relaxing and enjoyable. We'll definitely be back!

Room Tip: Second floor rooms on ocean side are more private but have less view of water.
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  • Stayed December 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
San Francisco, California
Senior Contributor
28 reviews 28 reviews
15 hotel reviews
Reviews in 18 cities Reviews in 18 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed November 20, 2012

This is a very low-key, 30 room delightful hotel. I appreciated their use of low-wattage bulbs and motion sensored lighting to conserve energy. The beach area is small due to past hurricanes, but it is lovely and quaint. Swimming in the ocean is a bit hard since the surf is only waist deep dozens of yards off shore, but we did find some snorkeling quite a ways out in the ocean. If you are not nervous about being so far from shore, you can snorkel right from the beach. The pool area is modern with clean lines and inviting pools. The water temperature was a bit too chilly for me, but my husband took advantage of having the pool to himself. Mornings in the restaurant were always a treat as the staff is super friendly and helpful. The coffee was hot and delicious. Being at the Omni in November was a good choice because the hotel was not 100% sold out making our experience quiet, relaxing and stress-free.

Room Tip: You will want an ocean view room as the other side of the hotel overlooks the harbor, shops and rest...
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sjbk, Director of Sales at Omni Puerto Aventuras Hotel Beach Resort, responded to this review, November 27, 2012
Dear Omni Puerto Aventuras Guests,
Thank you for your comments about your recent stay at our resort. We are truly fortunate to have wonderful associates who truly work hard to provide warm, genuine hospitality to all our guests.
Our resort is unique, due to it´s small, intimate size of only 30 guestrooms and as you pointed out, we focus on being green minded in our approach to respecting the environment and the naturalness of the surrounding area.
We do hope that we have the opportunity to welcome you back home again to "su casa" one day soon.
Warmest regards,
Scott Balesteri
Director of Sales & Marketing
Omni Puerto Aventuras Beach Resort
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Springdale, Arkansas
Contributor
16 reviews 16 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed November 14, 2012

This is our second trip to Puerto Aventuras and our first to stay at the Omni Hotel. This is the most peaceful hotel we have ever experienced. Our ocean front room included a fabric hammock with a view of the ocean that I found hard to leave.
While the beach has erroded somewhat, the crystal clear water and fabulous snorkeling right off the beach do make up for it. the pool side food is wonderful, especially the fish tacos!
The staff are very friendly and the surrounding area- complete with dolphin, sting ray and seal watching while sitting at outside cafes make this place our new favorite spot.

Room Tip: higher room, ocean side offers the best views
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Larkspur, California
1 review
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 13, 2012

We won a 3-night stay at the Omni Puerto Aventuras at a school fundraising auction and decided to add 3 more nights on the last week of October to make it a wedding anniversary celebration. It was a leap of faith because you never really know if the website is accurate or not - never been there, no expectations - just wanted to get away for a week. We were so blown away by all the amazing surprises and perks of staying at this hotel that we are DEFINITELY GOING BACK!!!

1. Gorgeous white sand beach and coral reefs teeming with life - Imagine wading through warm calm waters and seeing tons of sea life swimming around you. I'm nursing a frozen shoulder so I couldn't go snorkeling, but it didn't matter - I just had to wade waist-deep and look down at the corals and colorful fish of different sizes and shapes. We even saw several thin long fish "running" on the surface of the water on their tails! My husband went snorkeling and had a blast! Sure, the beach was small but at that off-season time of year, it was big enough to secure everyone staying at the hotel a happy spot under the Mexican Riviera sun.

2. Swimming pools and wading bar - I'm not a pool person but it's nice to know there are alternatives to people who don't like having sand in their swimwear. The wading bar has two jacuzzis, one at each end, bar stools and some bar tables all in the water. And they know their food and drinks. We tried mostly everything in the menu and they were just delicious. The drinks (you've got to try their margaritas and pinacolada) are to die for.

3. Free breakfast - We live in the SF Bay Area, so that having poached eggs with all the bells and whistles and fresh fruit/juice, coffee and sweetbreads with stunning views, warm breeze and pelicans diving into the water for their morning chow is not our idea of a free breakfast.

4. Beautiful (and CLEAN) hotel - We got so spoiled here that it was so hard to get back to our usual routine in the US. Whoever designed the hotel did an outstanding job with all the details and function. The rooms are clean (plus you have your own hot tub in the privacy of your deck) so you can enjoy the evening either listening to the live band music somewhere in the restaurant stretch if you have a garden/street view, or relax as you look at the ocean if you have an ocean view. Our first booking was the street view and I really liked dancing by the deck, and we switched to the ocean view later on which my husband liked better, because he likes to relax and sleep more than I do.

5. The Stretch - The hotel is situated beside a dolphin cove where you can swim with dolphins, manta rays or feed manatees for half the price and double the time you get to do at Sea World. Around this cove are several Mexican and Italian restaurants all with outdoor seating. There are no wrong choices to make - we explored and so did our palates and ended up gaining a few pounds. Communication was a very pleasant experience. People spoke broken English and we spoke broken Spanish, but we had a great time. There are also a lot of stores for souvenirs where you can haggle using broken Spanish. We got jewelry dirt cheap as well as other items that you normally pay more at other local stores or in the US.

6. The Sweetest Staff - One of the most important considerations I have in rating a place is the service, because even if the hotel and its perks are the greatest, if I felt in any way dissatisfied with how I have been treated, I'll never go back. We just fell in love with the people here. They were warm and friendly, and are always alert to make sure you are taken care of. From manager to food to the cleaning staff, we give them all our thumbs up. What can I say but "thank you" to all the extra effort and care they showed in making our stay - and our anniversary- the best yet. From check-in to check-out, it was perfect.

Room Tip: If you like night life, choose the garden room and have free live music streaming in until 11 pm. I...
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boulder,Co
Senior Contributor
25 reviews 25 reviews
Reviews in 5 cities Reviews in 5 cities
46 helpful votes 46 helpful votes
1 of 5 stars Reviewed November 7, 2012

If you are looking for a great beach..skip this place..the beach is gone..gone..gone..the hotel put rocks in to keep the bar from ending up in the Caribbean..too bad ..this was once a beautiful place..no more..skip it..and go to an area that still has a beach..

Room Tip: skip the place
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  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sjbk, Director of Sales at Omni Puerto Aventuras Hotel Beach Resort, responded to this review, November 27, 2012
Dear Past Omni Puerto Aventuras Guest,
Thank you for taking the time to post your comments here in this forum. The resort´s beach is smaller than it has been in recent times, but just to clarify there are still beach areas at the hotel.
There has been erosion and the ownership has been working with the local ecological authorities to enhance the beach and enlarge it.
As awlays, we will continue with this project and of course provide the excellence in service and accommodations that so many have commented on in this site.
We appreciate your feedback and hope when you are back in the area, that the Omni Puerto Aventuras Beach Resort will be a place for you and your family to visit.
Sincerely,
Scott Balesteri
Director of Sales & Marketing
OMni Puerto Aventuras Beach Resort
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Omni Puerto Aventuras Hotel Beach Resort

Address: Km 269.5 Carretera Chetumal-Puerto Juarez, Puerto Aventuras 77750, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( Wi-Fi ) Free Parking Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#2 Top resorts Hotel in Puerto Aventuras
#2 Romantic Hotel in Puerto Aventuras
#2 Spa Hotel in Puerto Aventuras
#2 On the Beach Hotel in Puerto Aventuras
#2 Luxury Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Omni Puerto Aventuras Hotel Beach Resort 4*
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Also Known As:
Omni Puerto Aventuras Hotel Beach Puerto Aventuras
Omni Hotel Puerto Aventuras
Puerto Aventuras Omni
Omni Puerto Aventuras Hotel Beach Resort Riviera Maya, Mexico

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