Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
This summary was created by AI, based on recent reviews.
Powered by AI
The Ocean El Faro Resort offers a picturesque location that many guests appreciate for its beautiful views and the right balance between seclusion and accessibility. While some guests commend the resort for its cleanliness and comfortable rooms, others have faced issues with dampness and maintenance. Opinions on value are skewed towards dissatisfaction, with concerns over high costs and food quality.
The resort boasts an array of amenities and a lively atmosphere, though the quality of service and entertainment receives mixed reviews. Overall, experiences at the hotel vary, with a contrast between praised staff friendliness and noted service inconsistencies.
Location
Convenient
Atmosphere
Lively
Rooms
Mixed
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Comprehensive
Was this helpful?
Tripadvisor is not responsible for this summary or the opinions in it. For more information, please read the traveller reviews and learn more about how the site works.
We spent 11 nights at Ocean El Faro in January. The hotel is beautiful and the decor is outstanding. Our room was a garden room - ground floor which meant it was quiet and we had a sun bed and little garden as well as a terrace with hanging chair and arm chairs. The junior suite was really spacious and we loved the comfy super king bed and the sitting area. Also a big bathroom with jacuzzi bath and separate shower room and separate loo. A well stocked minibar which was refreshed with soft drinks, water and beer daily. Loved the different restaurants and the buffet. Breakfast and lunch was great. So much choice! Fresh juices and smoothies, fresh omelettes, loads of fruit and tons of other stuff. Really easy to eat healthily if you wanted to!
Mikes cafe was one of our favourite hang outs. Great coffees and really lovely decor.
The entertainment was fab. Could find quiet spaces if you didn’t want to join in, but if you did it was there to keep you engaged and occupied. Loved the live music and dancing in the courtyard each evening.
Visited the blowing alley several times and had loads of fun there!
Took one trip to Saona Island with sea wind tours(?) it was an amazing day and really worth the effort and cost!
Weather was rather windy and rainier than usual for January but it was always about 28 degrees so very pleasant.
Swam in the lagoon to the left of the hotel where the water was clear and calm, even when the sea itself was very rough and the flag was red. The pools are also fabulous to swim on as they are so long!
We found the staff very pleasant and helpful- from the entertainment guys to the bar staff, to the cleaners and the gardeners! Well done to all for the smiles and the polite, respectful manner you greet us with!
Special mention to lovely Ana, on the entertainment staff! A lovely, kind girl who does her job brilliantly 😀
Read more
Date of stay: January 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Jan 26, 2020
Receive a warm regards from Ocean El Faro. We would like to express our gratitude for choosing us for your holidays and for the valuable time that you took to let us know your experiences concerning your stay. We sincerely appreciate your comments. They truly give us the opportunity to adjust and improve our services as well as the hotel facilities. We are always very grateful for our guest’s feedback and are particularly pleased that you were able to experience just what we aim to so deeply: to deliver great and impressive service to all of our guests. We are sincerely looking forward to the pleasure of welcoming you again, your family and friends in our Ocean El Faro Resort and assure you that you will enjoy even superior services and facilities on your next visit. Kind regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
After twenty visits to Ocean Blue and Sand, we decided to try the new sister H10 hotel Ocean El Faro from January 10 to 17. It is only about 20 minutes past OB&S and 45 minutes from the airport. The first thing we noticed was the huge and elegant lobby. Within minutes we were recognized and welcomed by several former employees from OB&S and we felt right at home. Senor Nedsky and Ivan Curry took over our registration and we were given rooftop rooms in Building 8 overlooking the lazy river and a perfect location for us. Our long time friend Luisander showed us around and delivered us to our awesome rooms. Our rooms on the third floor had a staircase which led to a large, private rooftop area with a hot tub, lounge chairs and sofa. A second washroom with walk-in shower was also on that level. A big plus for us at El Faro are the two elevators in each building. Senor Nedsky, Ivan and Luisander continued to check on us throughout the week and we greatly appreciated their care. The lazy river was a lot of fun for any age and no trouble getting floating rings, lounges or umbrellas. The lifeguards were more than helpful moving them to a new location. There are also four big pools for water aerobics and other activities. We spent one day at the unique and beautiful lagoon and met sweet Yenny. The lighthouse with an elevator is a must for taking in the view of the whole area. We visited most of the restaurants and had excellent food and service every time. We like to eat at 6:00 p.m. in order to be through for bingo, music and dancing. We so enjoyed talking and dancing with the new Lillianne who will be a real asset to the hotel's entertainment team. We had fun dancing and spending time with Edwardo and Carlos. The large, indoor air conditioned theatre was similar to a cruise ship and we enjoyed the shows presented. There is a free shuttle to the casino at Ocean Blue and Sand every night at 7:30 p.m. and returning every couple of hours. We also took the shuttle because we have been missing our old friends at OB&S and we got to have a quick visit with them.
We had a wonderful vacation at Ocean El Faro and we will definitely return again and will recommend it to our friends in Canada.
Read more
Date of stay: January 2020
Rooms
Service
Sleep Quality
Room Tip:We loved our rooftop room facing the lazy river.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Jan 23, 2020
Receive a warm regards from Ocean El Faro. We would like to express our gratitude for choosing us for your holidays and for the valuable time that you took to let us know your experiences concerning your stay. We sincerely appreciate your comments. They truly give us the opportunity to adjust and improve our services as well as the hotel facilities. We are always very grateful for our guest’s feedback and are particularly pleased that you were able to experience just what we aim to so deeply: to deliver great and impressive service to all of our guests. We are sincerely looking forward to the pleasure of welcoming you again, your family and friends in our Ocean El Faro Resort and assure you that you will enjoy even superior services and facilities on your next visit. Kind regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
We had a Privilege Junior Suite pool view room. The room was spacious, comfortable and with a great balcony for winding down at the end of the day and included an outdoor tub. we used the safe and nothing was taken from our room and the mini bar was stocked everyday.
We had ala cart dinning every night and our Butler Carlos was amazing. No secret here if you treat people well you get the same in return. We enjoyed the staff in the Privilege lounge who were always entertaining, Joan, Jose, Daury, Jorge and the hostesses Anna and Bithanny hold down the fort.
We spent most of the time in the El Beso Adults only side for the pools and there is plenty of selection in that regard. Look for Amanda and Darhiana they're energetic bartenders in the pool bars. On the family side there are plenty of great pool for the kids and everyone can enjoy the Lazy river which is plenty of fun.
The beach is not the best but there is a lagoon off to the east end of the resort where the tide is calmer and the beach is sandy. I recommend water shoes because the main beach area is predominantly rocky.
We didn't take in any of the shows so I cant help there but the Sports Bar and Lobby Bar provided plenty of entertainment. I recommend the privilege level rooms if you want premium rail drinks as they are included see Manuel for an awesome gin and tonic in the lobby Bar.
One major detraction here is the H10 Premium timeshare people. ** Hint don't tell anyone your room number unless they have an El Faro name tag on. Anyone else is just trying to hook you into a gift/breakfast so they can pitch you their program. Be firm and walk away and they'll get the hint. I don't know why we have to put up with these people but its common in the DR and Jamaica.
We travelled Sun Wing and the trip was worry free .
Read more
Date of stay: February 2020
Value
Service
Sleep Quality
Room Tip:Privilege has many great features
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Mar 21, 2020
Receive a warm regards from Ocean El Faro. We would like to express our gratitude for choosing us for your holidays and for the valuable time that you took to let us know your experiences concerning your stay. We sincerely appreciate your comments. They truly give us the opportunity to adjust and improve our services as well as the hotel facilities. We are sincerely looking forward to the pleasure of welcoming you again, your family and friends in our Ocean El Faro Resort and assure you that you will enjoy even superior services and facilities on your next visit. Kind regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We went to this resort with high expectation due to the Ocean El Faro Punta Cana Guess & Travellers group on Facebook, we quickly learned that this group doesn't allow any negative comments, so beware. This resort is NOT an adult only, we had kids in our pool, the buffet section marked adult only is full of kids, they do not bother so don't pay the extra for adult only. The resort lobby is very impressive and you are immediately welcomed by someone who takes really good care of you from giving you a tour of the resort and brings you to your room, we found out the hard way that this is Timeshare, they are all over and dressed in white. Our room was ok, El Beso was built quick, paint on floor, grout unfinished, entrance door would only open half way and we needed to ask for an air blower every day, many people where having room issues. The resort was at 50% capacity and they are short staff everywhere and in supplies. Buffet is always COLD and are always out of plates. The A la crate where good. The ocean is nice but there's rocks and with the waves could be dangerous, you can't walk this beach. Pools are very nice and big but really cold water. Overall I would give this resort a 6/10 and will probably never return, way better out there.
Read more
Date of stay: January 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Jan 31, 2020
Dear Guest! First of all, we would like to thank you for your honest feedback and that you took your time to show us the opportunity areas, which we have to approach, as we have always considered that the comments received by our customers are useful for the purpose of continuous improvement. However, please accept our apologies for the situations you experienced with the service provided by our staff. We strive to provide an excellent vacation to all our guests, and we are concerned that we have not met your expectations. Our resort has always been known for excellent customer service, and we can assure you that it is not our standard. We sincerely hope to have the opportunity of welcoming you back, in order to mitigate your current perception of our resort. Please feel free to contact us directly, so we can take care of any details in advance, and ensure you have a totally great vacation. Kind regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our 7th time to The Dominican Republic and we try to book in adults only section to get peace and quiet. front desk assured me the room they assigned us is in a quiet section. On our reservations through Air Canada we requested 3 Rd floor room so no one on our heads and king size bed the 1st room they gave us was on ground floor very load music and entertainers. Room was not clean , mini bar empty had a coffee machine but no coffee and milk and sugar, no glasses no remote for tv white dust from construction around bathroom mirror paint all over the ceramic floor urine stains around toilet after 1 1/2 hours negotiating with Emanuel a hotel manager they gave us another room and it was no better they immediately brought in cleaning crew filled empty mini bar but still very noisy speakers that continued all week. Manager hung up on us 2 times when we called to say the 2nd room is still not we expected. Got nowhere with him. The room decor and furniture very nice, bed was comfortable.There is always 2 restaurants closed on alternating nights 45 minutes wait time to get in open restaurants then 45 mins to get meal. Very under staffed the waiters are doing their best to accommodate you ,they are very polite but rushing. New Year's Eve supper at the blue moon surf and turf was cold with tough steak not impressed. Entertainment at the showtime theatre was not a 5 star event just using vacationers from the crowd to sing etc.. don't expect to walk far on the beach but the hotel grounds are very big and you can get in a very nice walk or run around the property. For swimming lucky there is the lagoon on the neighbouring vacant lot to be able to swim in the ocean lazy river had only 6 floating tubes to use but once we got a tube it was fun to go around . There was barely no one in the other big pools on the adult side we had them to ourselves even though it is high season at Christmas. The grounds and gardens are very nice and the view from the top of the light house is impressive. Yes the time share reps are a pain . We still have 2 more days here and will make the best of it but we will never come back to this resort I would recommend air Canada stop offering this resort to other customers. There is a employee from the resort trying to solve tourists problems in return they have to do a positive report on trip advisor with this employees cell phone. We leave here on jan 05, 2020
Read more
Date of stay: January 2020
Cleanliness
Service
Sleep Quality
Room Tip:Room on adult side around bothered by the daily loud activities and music, hot tubes offered take...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Jan 9, 2020
Dear Guest! Receive a warm regards. We would like to thank you for choosing us as your holiday destination and for the meaningful time that you took to let us know your experiences concerning your most recent stay. On the other hand, let us apologize for not exceeding your expectations in some other aspects of your stay with us. All your comments have been shared with all the head departments involved, especially with the H10 manager. Certainly, our guests’ feedback are the best tool we can use to improve our services, and you can be self-confident that we will be taking corrective measures to prevent any future occurrence. Your personal experience does not represent the kind of service that characterizes our brand standards and definitely, this is not the experience we want to offer our valuable guests. Please accept our sincerest apologies for any shortcoming on our end. Kindest regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This is hands down the worst resort I have ever stayed at! I wouldn't recommend anyone ever waste their money by staying here. The check in took almost an hour. 75% of the staff have no idea what they are doing I was with Spanish speaking friends so it wasn't down to the language barrier it was purely the fact they where under trained, a few of the male members of staff where being really inappropriate towards the female guests grabbing them and groping them, one of them was so bad that the girl asked her male friends to have a word with him. Not even one of the restaurants served food I would have fed to my dog, the buffet was just about edible. We ordered room service a few times and it took hours and on one occasion it didnt come at all. On our last night at about 7PM we came back to the room to find the whole bed infested with bugs so we rang the front desk we where told they would fumigate the room and change the bed sheets so we went back out for dinner and came back about 11pm and no one had been to the room so we rang again they told us they would move us to another room then come 1am we still hadn't been moved so I went to the front desk where the guy was extremely rude to me and raised his voice at me his name is KELPY. Then another half hour later they found us a room next door to our original one! Then after all that palava the next day we took our wrist bands off as we didnt need them my girlfriend left hers in the trash in the room and I put mine in my pocket, we went down to reception to check out and they asked for the 2 wristbands I told them I had mine but she had left hers in the trash they tried to charge me $150 for her wristband! As you can imagine I told them this was ludacris and I wouldn't be paying for a wristband we dont need anymore and have no idea why they needed it back?!?!? I am an experienced traveller and have never been more disgusted with the service and hospitality! But we still had a great holiday because the excursions where amazing and the country is beautiful and of course the amazing friends we met
Read more
Date of stay: January 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Jan 21, 2020
Dear Robclark1234. We would like to thank you for the time you took to let us know all these details about your recent stay. Our main goal is to deliver a wonderful vacation experience to all our guests. We assure you that the circumstances you described are not consistent with the high standards that we strive to provide. We want to clarify that we provide an intensive training for our staff, so they can handle and solve all the situations with the highest standars and professionalisim. However, we will most certainly take your comments into consideration so that we can rectify any faults in our service and behavior and we will take immediate corrective measures in order to avoid similar situations in the future. We find your comment about the cleanliness of our rooms surprising since they are cleaned and supervised daily by our staff, complying with the high standards of quality and hygiene of International companies such as ECOLAB. During the check in process, we gave you a letter with all our rules and standars that you signed, and there it said that if loose your bracelets during your stay you have to pay USD$150. We truly regret that you have chosen not to return to Ocean El Faro, but should you change your mind, I would like to personally assure you that I will make sure that you will have an amazing holiday experience. Kindest regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My wife and I spent 11 days at the ocean el faro from 16th Jan to 28th Jan. the hotel could be great but is let down by very simple issues. One big issue is that there are only 18… yes 18 umbrellas on the whole complex around the 5 pools and lazy river, you need to get up early to bag one and if you leave it alone at any time it will be taken away by someone else so if you want to keep it you can’t go for lunch together otherwise it’s bye bye. The hotel really needs more as there is no other shade from the sun when it gets hot. Secondly there are not enough litter bins, rubbish all over the place, it’s not swept or cleaned from one day to the next. The people at reception and the greeters who book tables at the restaurants are rude and will favour certain nationalities over brits. We were given a pager by the greeter and were told there are 8 tables before us and the wait time was 45 mins. We returned in an hour to be told there were now 7 tables, as we were talking to her she started speaking to another party and let in a Russian party who had not booked. While trying to find out why she again started to talk to another party behind us!! Suffice to say we did not get a table and went to the buffet which at 10pm was cold. The first four days our minibar was not filled despite ringing reception twice to sort it out. By this time we were so annoyed we asked the TUI rep to move us to another hotel which was going to cost an additional £996 for six nights!!! After four days I contracted a stomach bug which has remained with me up to now (14 days) But there are some shinning lights, Manuel in the lobby bar and Kelvin at the sports bar are great guys as is Willy (coca cola). Joan in the privilege restaurant is a great and so polite and happy but by far the best was the pool server Orquedea she is an absolute star kept us topped up all holiday and a delightful person, well done you!! The hotel is in a very nice setting, lots of places to sunbathe some good places to eat but it’s let down by very simple things. We returned to the Dominican Republic after visiting Mexico 5 years previous all with TUI and have never had to complain; we will not be returning for a very long time, Mexico is streets ahead for the same outlay.
Read more
Date of stay: January 2020
Rooms
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Feb 9, 2020
Dear Guest! First of all, we would like to thank you for your honest feedback and that you took your time to show us the opportunity areas, which we have to approach, as we have always considered that the comments received by our customers are useful for the purpose of continuous improvement. However, please accept our apologies for the situations you experienced with the service provided by our staff. We strive to provide an excellent vacation to all our guests, and we are concerned that we have not met your expectations. Our resort has always been known for excellent customer service, and we can assure you that it is not our standard. We sincerely hope to have the opportunity of welcoming you back, in order to mitigate your current perception of our resort. Please feel free to contact us directly, so we can take care of any details in advance, and ensure you have a totally great vacation. Kind regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I will list the good and the bad here to hopefully help with your decisions on travel. We take a all inclusive trip once every three years. This was our first time in the Dominican but Ocean El Faro was recommended to us by family who visited the resort late last year.
The resort is huge and they do offer golf cart rides to get about from the beach back to your room, restaurants, or lobby. The pool bars were amazing and the service was great. Shout out to Jose Miguel and Manuel who we had at our bar everyday. They were amazing to us and made us feel like family.
The coffee shop was also amazing and had delicious drinks and treats. Amanda was in there each morning and she was great! The buffett at breakfast/lunch was our favorite food (which is not ideal...) but had fresh omelette bar and stir fry at lunch.
As for the restaurants as it has been stated in other posts was such a disappointment. I didn't travel to warm weather specifically just for the food but it should be better then what we experienced. The wait times were forever sometimes almost an hour to get the food and we were only one of 5 or 6 tables in the place. There was not enough staff to cover the tables and each night someones order was messed up. Our favorite meal was the Japanese. The French restaurant, which is suppose to be their "best", was the worst experience we had. The lobster bisque tasted like week old fish and was brown in color.
In regards to our room, some of the friends we made talked about how comfortable their beds were. Well in our room the thermostat was stuck at 60.2 degrees ferinhight. We could turn in up but it would audibly click back down into the 60.2. This made the condensation in the room unacceptable. You could wring out water from the sheets. I can tell this was an existing problem because their was rust from the metal on the lamp shades. Remember this is a year old resort and there should not be rust. We asked the hotel to fix it three separate times and on the third time the maintenance man showed me how to manually set the fan in the closet panel... When we asked to switch rooms we were told that there were no rooms available in our swim up pool type room.
Last but not least, as this is pretty common, you will be hounded by third party staff trying to get you to come listen to time share information meetings. Also two times in the week they allowed vendors to sell goods on the walkway by food. They will pressure you to buy things and some actually followed us as we walked by mocking "no thank you, no thank you" back at us.
I don't have any other Punta Cana resorts to compare to but if you asked me if I would return to this resort the answer sadly is no.
Hope this helps and safe travels!
Read more
Date of stay: January 2020
Value
Rooms
Service
Room Tip:Pool Swim up rooms in building 8 are damp and air is broke.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Jan 26, 2020
Dear Guest! We would like to thank you for the time you took to let us know all these details about your recent stay. Our main goal is to deliver a wonderful vacation experience to all our guests. We assure you that the circumstances you described are not consistent with the high standards that we strive to provide. We truly regret that you have chosen not to return to Ocean El Faro, but should you change your mind, I would like to personally assure you that I will make sure that you will have an amazing holiday experience. Regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Great resort if only the service was just at least good. You pay to go on vacation to not worry, not to stress about every little thing.They forgot to clean our room, and when we came back at 5pm the room wasn’t clean. We asked them to clean it and it took us a whole 2 hours to get someone to come and clean it. And when they did come they were upset that they had to clean the room. Also they were reluctant to change the sheets and had aggressive tactics to try not to do that, and we had to demand them changed. We wanted laundry service and they also missed it and forgot to pick it up and it became too late as check out is the next day and we had to end up hand washing all the stuff we needed. Even though they do charge for laundry service and we were willing to pay. Staff is super lazy! No one wants to do anything. We tried to buy a picture from the shop that was taken of us, and when we went to buy it, there was only one man at the shop who was so lazy and didn’t want to move and then told us the lady is in the bathroom, and we waited long and no one came. So we just left the shop without buying the picture. We asked for room service and they messed up our food twice and it took them forever to get it to us. No one apologizes for bad service, you have to ask for things a million times here. Some servers are genuinely nice sometimes, but it doesn’t last for the important stuff or ever go above and beyond
Read more
Date of stay: March 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Mar 22, 2020
Dear Guest! Receive a warm regards. We would like to thank you for choosing us as your holiday destination and for the meaningful time that you took to let us know your experiences concerning your most recent stay. On the other hand, let us apologize for not exceeding your expectations in some other aspects of your stay with us. All your comments have been shared with all the head departments involved, especially with the H10 manager. Certainly, our guests’ feedback are the best tool we can use to improve our services, and you can be self-confident that we will be taking corrective measures to prevent any future occurrence. Your personal experience does not represent the kind of service that characterizes our brand standards and definitely, this is not the experience we want to offer our valuable guests. Please accept our sincerest apologies for any shortcoming on our end. We truly regret that you have chosen not to return to Ocean El Faro, but should you change your mind, I would like to personally assure you that I will make sure that you will have an amazing holiday experience. Kindest regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We had an average experience in this resort, we booked an adults only resort stay, and when we got to the property there were children everywhere, the resort has two sides - adults only and a family side. This was not described during booking.
There were children all over the beach and in all the restaurants at night, this was not what we were looking for during our holidays. This resort should not be advertised as an adult only resort!
The food was mediocre. But the staff were pleasant and helpful.
Wanda at Pez Dama was very kind and helped accommodate my parents and their needs, Wanda made us feel welcome each morning for breakfast and we found her covering other restaurants at night too and she really took good care of us.
Zuleika at Pez Dama was also great, and welcoming , each morning her and Wanda had a nice table ready for us to eat breakfast. They really made this experience more pleasant for us.
Overall the Pez Dama staff were great.
We also had a lovely housekeeper taking care of our rooms every day, Altagracia made sure our room were nice and clean each day, in building #12 , she took very good care of our rooms, all the staff working in this building were very pleasant as well.
The beach was also a little of a let down. Overall, the stay was disappointing primarily due to the resort not being adults only as advertised to us. We are not anti-children, but when you book a holiday expecting a child free resort and there are children in all the restaurants and shared areas it really is not the holiday we had anticipated.
Again, the waitress bringing us drinks at the beach helped make this experience better, her name was Amanda and she worked very hard all day long under the sun
Read more
Date of stay: February 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CustomerServiceOcean, Director de Relaciones Públicas at Ocean El Faro Resort
Responded Mar 22, 2020
Dear Guest! First of all, we would like to thank you for your honest feedback and that you took your time to show us the opportunity areas, which we have to approach, as we have always considered that the comments received by our customers are useful for the purpose of continuous improvement. However, please accept our apologies for the situations you experienced with the service provided by our staff. We strive to provide an excellent vacation to all our guests, and we are concerned that we have not met your expectations. Our resort has always been known for excellent customer service, and we can assure you that it is not our standard. We sincerely hope to have the opportunity of welcoming you back, in order to mitigate your current perception of our resort. Please feel free to contact us directly, so we can take care of any details in advance, and ensure you have a totally great vacation. Kind regards, Maritza Torres. Public Relations Manager. Ocean El Faro by H10
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Booking Privilege gives you access to a special area on the beach where you have butler service (they will ask if they can bring you a drink. You can even have them bring lunch to you on the beach!). Privilege also comes with a butler to make dinner reservations and take care of anything else you might need.
I'm not sure I understand your question about dinner reservations, but you are free to go to all of the restaurants in a week or repeat the same one if you want. Some restaurants only allow you to come with reservations which again, your butler can help you with. Privilege also opens up a private dining room for breakfast, lunch and dinner. You don't have to eat there, but it is the closest restaurant to the beach. The service is usually a little better there as it is for fewer people.
I hope this answers your question. My recommendation - yes, privilege is worth it. 100%!
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
Is This Your Tripadvisor Listing?
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
