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Lindsay C

Service Wins, Experience Lacked

Reviewed 4 weeks ago
Positives..
Our room was recently renovated and nice. No complaints there at all. The check in process was smooth. The food was overall pretty good. Our experience at Sensai was fabulous. The pools were clean and nice atmosphere overall. The most positive was a few of the servers. Mateo at the lobby bar was amazing, and Poncho at the Bistro Bar, Javier at the Italian restaurant, and Ricardo at the El Beso pool were fabulous. If not for the service from these individuals especially, our experience would have been less.

Negatives..
I have to say that it rained much of the time we were there, which is no fault of the resort, but it certainly illuminated areas where they could improve. For starters, the Nightlife is almost non existent outside of the lobby, and unfortunately, there is not enough seating for the number of people (I saw people fighting over seats) and there is very little happening outside of the lobby. I was disappointed there was nothing for adults only, since I booked for an adults-only experience. Food- There were a number of times when restaurants were unexpectedly closed. We ended up eating dinner at the buffet twice by sheer need, not desire. The Beach was absolutely awful. I understand the seaweed is an issue they cannot control, but there wasn't even a small space cleared. Another negative was the number of times we were put in a position being asked to do/pay extra for things. Also disappointed in the "missing extras" that I've experienced elsewhere (an umbrella was impossible to find?).
Date of stay: June 2024
Room Tip: Great for a family with kids who are interested in specifically the pool time. Make sure you eat...
Trip type: Travelled as a couple
Value
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Ocean Hotels, Atención al huésped/Recepción at Ocean Coral & Turquesa, responded to this review
Responded 3 weeks ago
Dear D5114JVlindsayc:

We would like to express our gratitude to you for choosing our hotel for your past vacations. We deeply regret that your experience did not meet your expectations. We greatly appreciate your feedback, as it helps us to identify areas of improvement and ensure an exceptional experience for all our guests.

We have taken note of your comments and have shared them with the departments involved. We are committed to working on the areas noted to ensure that future visits meet your expectations and those of all our guests.

We appreciate your sincerity in sharing your comments on this page, as your feedback is invaluable to us. We hope you will consider giving us another opportunity to welcome you to our hotel and demonstrate that your perception can change. Our goal is to provide you with an exceptional experience on your next visit.

If you have any questions or would like to discuss your comments in more detail, please do not hesitate to contact us. We are here to help you.

We look forward to the opportunity to welcome you back to this, your home.

Best regards
Ocean Coral & Turquesa
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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58 - 63 of 22,544 reviews
Reviewed 4 weeks ago

I picked OCT based on reviews from TripAdvisor as a place to celebrate my retirement with 11 family members. We stayed at El Beso. Check in was smooth, as we were greeted with fresh juice and margaritas. All the restaurants were wonderful, but we truly enjoyed breakfast at The Bistro at El Beso. Poncho and his crew, Iris, Ricardo and Marisol, were genuine and lovely. They greeted us warmly every morning and we spent hours chatting poolside at The Bistro. Their personalized service every morning kept us coming back. The nightly entertainment is some of the best I have seen in Mexico. Our favorite dinner restaurant was Blue Moon. We also took advantage of the Spa Service, which was a better deal than I expected. After the massage, we enjoyed the amenities, which included a steam room, sauna, hot tub and pool. The total experience lasted about 3 hours. Thank you Alfredo for scheduling us! The rooms were updated and the Air Conditioning was exceptional. The staff is courteous and went out of their way to ensure we were enjoying our vacation.

Room tip: Secure your lounge chairs by 8am with your towels. Bring your own sunscreen. Tipping goes a long way!
Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Jessica J
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.
Ocean Hotels, Atención al huésped/Recepción at Ocean Coral & Turquesa, responded to this reviewResponded 4 weeks ago

Dear jessicajB2372DY:

Thank you for choosing Ocean Coral & Turquesa for your vacation. It is a pleasure to welcome you to our resort.

We greatly appreciate your great feedback and the time you took to share your experiences with us. Knowing that our team did everything possible to make your stay exceptional fills us with joy.

We value your opinions and comments as they help us continue to improve and provide our guests with unforgettable experiences. Your satisfaction is our priority.

We sincerely hope you return soon and have the opportunity to create new and exciting memories at Ocean Coral & Turquesa. We look forward to welcoming you again and serving you on your next trip.

Thank you once again for your trust in us.

Best regards
Ocean Coral & Turquesa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

Bar staff was exemplary!
Antonio. Eduardo
Gustavo
Alejandro
Elias and Isaias
Hilda and Henry too
It takes a special personality to put up with us crazies and they were awesome!!!
Thank you for showing me and my family a great week…even in the rain!

Date of stay: June 2024
Trip type: Travelled with family
Thank LetsGoFindSomeSun
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.
Ocean Hotels, Atención al huésped/Recepción at Ocean Coral & Turquesa, responded to this reviewResponded 4 weeks ago

Dear LetsGoFindSomeSun:

We sincerely appreciate that you chose our hotel for your vacation. It fills us with joy to know that our bar team did everything possible to make your experience unforgettable. We will pass on your kind words to our talented team, who will be delighted to know that they were highlighted in your review.

Your feedback is of great value to us and will be forwarded to the appropriate department. We continually strive to improve and provide the best service possible.

We thank you again for choosing us as your vacation destination - we look forward to your return to continue building more unforgettable memories together!

Best regards
Ocean Coral & Turquesa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

Had a fantastic time at Ocean Coral and Turquesa hotel. Even though the weather wasn’t the best our room was huge and clean. The staff was great- special shout out to Eric, David, Eric, Amanda, uyoda and gustabo the entertainment team who were excellent and kept us entertained all day creating a great atmosphere throughout the week.

Date of stay: June 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Natalie T
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.
Ocean Hotels, Atención al huésped/Recepción at Ocean Coral & Turquesa, responded to this reviewResponded 4 weeks ago

Dear R8944GJnataliet:

Thank you for choosing Ocean Coral & Turquesa for your vacation. It is a pleasure to welcome you to our resort.

We greatly appreciate your great feedback and the time you took to share your experiences with us. Knowing that our team did everything possible to make your stay exceptional fills us with joy.

We value your opinions and comments as they help us continue to improve and provide our guests with unforgettable experiences. Your satisfaction is our priority.

We sincerely hope you return soon and have the opportunity to create new and exciting memories at Ocean Coral & Turquesa. We look forward to welcoming you again and serving you on your next trip.

Thank you once again for your trust in us.

Best regards
Ocean Coral & Turquesa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

Thank you boys Antonio
Gustavo
Alejandro
Eduardo
And Elias at pool bar
Hilda and Henry too

Can’t thank them for the service. They have been very welcoming and helpful with everything we needed. Big shoutout Antonio who told us about the local town we could walk to from the hotel. Advised of where to get a few drinks and food. The food was great and drinks flowed. Thank you for a great birthday.

Room tip: Bring dollar bills or small peso notes like 20s to tip if from the uk and pesos if spending outside the resort.
Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Liam W
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.
Ocean Hotels, Atención al huésped/Recepción at Ocean Coral & Turquesa, responded to this reviewResponded 4 weeks ago

Dear 99liamw:

We sincerely appreciate that you chose our hotel for your vacation. It fills us with joy to know that our bar team did everything possible to make your experience unforgettable. We will pass on your kind words to our talented team, who will be delighted to know that they were highlighted in your review.

Your feedback is of great value to us and will be forwarded to the appropriate department. We continually strive to improve and provide the best service possible.

We thank you again for choosing us as your vacation destination - we look forward to your return to continue building more unforgettable memories together!

Best regards
Ocean Coral & Turquesa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

I had a great time with my family. There is always something to do even when it is raining. Team Blue, the entertainment team had us dancing and playing games throughout our stay. At the bar, Gustavo and Alejandro were both funny and welcoming.

Room tip: If it's raining head over to Milo's for some tea or coffee the lobby can get a bit crowded.If there's no towels at the beach go to the lobby
Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Daniel L
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.
Ocean Hotels, Atención al huésped/Recepción at Ocean Coral & Turquesa, responded to this reviewResponded 4 weeks ago

Dear danielll6034DV:

Thank you for taking your vacation at Ocean Coral & Turquesa.

We sincerely appreciate your excellent comments and are pleased to know that our staff played a key role in making your stay successful. Your praise is a testament to our commitment to service excellence.

Your feedback will be passed on to the relevant departments, so our team can receive the recognition they deserve and continue providing exceptional experiences to our guests.

We eagerly await your return and the opportunity to pamper you again at Ocean Coral & Turquesa.

Best regards
Ocean Coral & Turquesa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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