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Ocean Spa Hotel
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Reviews (3,408)
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Reviewed December 2, 2013

Room was clean and everything worked. Had a fridge and an umbrella for nice touches. Bartenders Julio and Jose in the Lobby Bar take care of you. Bell Cap Esteban extremely helpful in all areas. Sheila provided excellent beachside food and drink service. Concierges always available. Front desk staff efficient and knowledgeable, even asked for my input on communication improvement. Food was very good including extensive breakfast and lunch buffet. Easy to navigate the hotel and it quiets down nicely late night. The shuttle service could be improved and WiFi is only available in the lobby unfortunately. I would recommend the all inclusive upgrade, a great value.

  • Stayed: November 2013, traveled solo
    • Value
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Thank Tony T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Ocean Spa Hotel, responded to this reviewResponded December 4, 2013

Dear Guest:
Thank you for you review on our hotel. It is great to hear that our product and our staff fulfilled your expectations. We will be sure to pass on your comments to the appropriate departments so they may share with the team your kind comments and feedback.
We encourage you that on your next visit you try our traditional services and regional treatments inspired by the natural healing practices of the indigenous Mayan Indians at our Ya´ax Ché Spa.
We hope to see you back soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 2, 2013

This trip starts off by a call center in Makati, Philippines via a Marketing Agent. They will let you know that they are actually calling from Cancun, Mexico...but not the case! They will offer you a price for 2 @ $834.00 Canadian dollars. Sounds good so far. You have to buy your airline ticket @ $ 634.00 for each (Airtransat).. So $1051 for each person...still sounds good! Great deal! The fine print is you have to attend a 90-120 min. of a presentation being a "vacation club membership", apparently ...better than a time-share. The presentation lasted for 4 hours. That's half you're wasted time. And they don't take NO as an answer. The reps will push you into buying. I stood my ground & stiuck to NO...as I have other property investments. I really didn't need any additional investments. They're really good at what they do in selling you property. If the 1st rep doesn't get your deal...a higher & more knowledgeable rep comes in next & it goes on till you see abt 5 reps till u sink in & buy. Even at the end when you have declined ..the last rep will sell you a package at their hotel for a discounted price. It's a never ending "push" on their part......VULTURES!!!!!! Pls be careful starting at the airport. A rep will approach you & you thinking that they are part of your resort. They will offer you deals to trips & other amenities. Pls. just keep moving on till you meet your transportation. A coupon with them is another scam of attending another presentation to sell you another property. My advise is...from the plane go straight out to meet your transpo.

The plus side on our trip were the servers at the buffet. Capt. Gabriel & his crew were very friendly & helpful. I have to name these friendly people to be recognized...Virginia, Adrian(very knowledgable & helpful)...Javier...Ysrael..Adami. At ther front desk were Victor & Raymundo.

1st day at our room....our A/C didn't work properly. Very warm in our room. With perseverence...Victor was able to have it fixed the next day. Raymundo offerred us an upgraded room but w/ no balcony. We declined & sufferred for a night w/o A/C. Our hotel room was so nice with the beach view that we stayed in the same room but bugging them to get our a/c fixed. Fixed the next day. Muchos Gracias Victor!

What really made our trip were the waiters & waitresess. They were fun & friendly people. They made us laugh w/ their friendliness.

Also many thanks to Senor Santiago B. (General Manager) for taking the time out w/ me to solve a problem. Tried his best to help me a lot. My respects to you Senor Santiago B.

If you fall for this promo...don't go to Laguna Beach & Golf. It's a dive! There are lots of rooms in Ocean Spa Hotel...insist on it. You can also go to the other sister hotels...Sunset Lagoon...Sunset Royal(which is the best one). Lobster dinner ala carte was fabulous!

In conclusion, I would not return. Mexico..NO...Cuba ...Si!!

Room Tip: beach front is the best
  • Stayed: November 2013, traveled with family
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1  Thank boport
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Ocean Spa Hotel, responded to this reviewResponded December 4, 2013

Dear Guest:
Thank you for your review. We are specially grateful for your kind comments about our staff which we are very proud of. We will be very pleased to share them with our team personally as well as during our monthly celebration of quality service. All feedback is welcome and appreciated so we will certainly be taking your feedback into consideration.
Participation in our residence club presentation is meant to be fun and informative, additionally, the time length is at the discretion of the guest, we have however informed our senior staff about your experience.
We hope you will reconsider and give us the opportunity to restore your confidence in our Hotels on your next visit to Cancun.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2013

Nice clean hotel. Small. A/C didn't work in our first room and they switched us to another room with no problem. A/C quit working in the second room the second day but they fixed it real fast.
Food was OK but the staff was excellent. We got really good service from waiters Kendar, Javier and Pascul, hostess Lourdes and Adami was real professional.
Frida (Mexican Rest), wasn't so pleased with it as I couldn't find any Mexican food. They had only few selections. And had no Mexican food as we are used to in Canada, Like burritos and enchiladas.
Spa staff is nice and we had massage from Monica and that was great.
In general (not particular to this hotel), you have to tip everybody. We spend more money on tipping than actual service. There should be a guide on tips.
Would have giver 5 star rating, but 4 star due to Mexican restaurant Frida.

Room Tip: No elevator for most of the hotel, There are few rooms serviced by the elevator close to the lobby. When pressing 3 on elevator, it gets you to 5th floor.
  • Stayed: November 2013, traveled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
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Thank Jas D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Ocean Spa Hotel, responded to this reviewResponded December 4, 2013

Dear Guest:
We were so pleased to hear that you thoroughly enjoyed your stay and were treated with the unmatched Guest Service we strive to provide all of our guests.
We appreciate all forms of guest feedback and it is through constructive comments that we are able to continually improve our services and facilities for our guests.
We all look forward to hosting you again in the near future.

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Reviewed November 27, 2013

We went with my husband here for our Honey Moon after going to Playa del Carmen.

We told them we were honeymooners and they didn't really care (while in the other hotel in Playa del Carmen they treated us like kings and gave us a bottle of wine), they made us sign an empty voucher of our credit card as a deposit, if you ask me that's pretty scary!

The only thing we really liked was a cocktail they gave us on our arrival called "ocean", we drank so many of them I totally lost count, but it was very delicious. The customer service of the front desk was extremely awful, but the rest of the staff (restaurant and pool) were quite nice.

The rooms need to be redecorated or something, they are not cozy o nice at all, they are simple, probably too plain, I didn't like it at all and there are no elevators and carrying your own luggage can be a hassle.

The food was pretty good, except the desserts, all of them where the same, like mouse and not very tasty. They also have specialized restaurants like real Mexican food, Italian and Japanese food.... to be honest the nicest one was the Italian and the view it had to the sea was wonderful. but the rest of the restaurants the food was more gourmet but really tiny.

They pool was really nice, we actually went in it a couple of times! And what we enjoyed the most were the seats or beds on the beach, that was beautiful and very relaxing! The calzones o pizzas they make on the oven by the pool were really good, we love it.

On of the things we hated was the fact that they make you go to a talk where they try to sell you a package of their chain hotels and that takes a whole morning and is completely not worth it!

Overall, we believe it is a nice place to only sleep and enjoy the food and outside of it (pool and their beach area).

Room Tip: If you can afford it stay in one of the honeymoon suits!
  • Stayed: August 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Thank Lorena-C-Tovar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Ocean Spa Hotel, responded to this reviewResponded December 4, 2013

Dear Guest:
Thank you for sharing your experience on your recent stay at Ocean Spa.
We truly appreciate your insight and how you described some of our areas for improvements. All guest feedback allows us the opportunity to improve our services and facilities and we readily welcome both positive and constructive comments.
We hope to see you back on your next trip to Cancun.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
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Reviewed November 26, 2013 via mobile

Had a great time at the Ocean Spa Hotel. The buffet was great due mostly to all the staff. Virginia Contreras our Hostess. Luis Martinez our waiter. The chef Brigido Garcia and the Capitan Gabriel Toledo. All was very helpful especially with our 8 year old fussy eater. Victor Flores was extremely helpful with our stay. Was our first trip to Cancun and will gladly recommend the resort to others. All the staff were friendly, kind, helpful with their advice to these rookie travelers. The hotel itself was okay. It was not what I was expecting. The room was nice. The view OK. Would have liked to have a fridge to keep in cold beverages in our room for after hours. Very limited with the towels. I guess they have trouble with people taking them. Overall it was nice and clean. The grounds were well landscaped and very clean. The little beach was very nice and relaxing. The pools were also over nice for kids and adults. A great trip overall.

Stayed: November 2013, traveled with family
1  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Ocean Spa Hotel, responded to this reviewResponded December 4, 2013

Dear Guest:
Thank you for choosing Ocean Spa for your first time in Cancun and we really appreciate your recommendation.
We are delighted to read about how much you enjoyed your stay and look forward to welcoming you back!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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