Dear hotel manager, This is my 5th time at your hotel. I generally enjoy the hotel. The service and facilities are usually good, but this time, I have been approached by the pool bar staff multiple times telling me that I CAN NOT use the pool or beach seating unless I buy food and drinks. Their approach has been intimidating and confrontational. They have asked me to leave the pool and beach area because I wasn't buying food or drinking. I have not brought outside food or alcohol to the pool, just water. This is extremely disappointing as I enjoy coming to your hotel, but this will likely be my last time staying here because of your bar staff's approach. I just wanted to make you aware of this so you know.

A great hotel, Of the 3 lifts one was undergoing repairs. We had breakfast one day which was nice but we mainly spent time in the pools or on the beach. Our towels were replaced everyday. Check-in and Check-out went smoothly and all staff were very attentive. We also booked a trip with Karina in the reception area and this also went smoothly. We will definitely return.

Wish there was 0 stars! First of all the continental breakfast includes “ONE” bread, coffee and fruits & it’s not unlimited! Don’t waste your money on it. The staff is rude and the hospitality sucks literally! The rooms are not at all maintained, the furniture is not fixed properly, the washroom faucets don’t have good power, the washrooms aren’t maintained, it takes 2 minutes to flush. The washroom doesn’t have conditioner, shampoo, lotion sachets or bottles. I asked them to provide conditioner and they say they don’t keep any. There were two dispensers in the shower not labelled which contains what. I literally had to pump the soap or the shampoo out to check which is which and still couldn’t figure out. They didn’t lather at all. CHEAPEST QUALITY. The room service didn’t get me the towels. I had to call four times for them to come and give me the towels. The lights don’t work properly, the switches are weird. Rooms aren’t clean. Towels aren’t clean. I can go on and on. And you know the funniest part? They expect a tip from us for the poor service. No way I was gonna give any tips. DON’T BOOK THIS HOTEL. HORRIBLE EXPERIENCE.

I highly DO NOT recommend this hotel. The service is bad, the bar service is slow, the rooms don't have chairs, desk, cups, soap in the dispenser. There is no fitness center, the elevators are extremely small and rickety, the AC in the room barely works. No face towels at all. I had to beg them for extra towels. The price is good but you get what you pay for!

TERRIBLE customer service. We arrived and people at the front desk were very rude especially the supervisor Diego Ortiz at reception. I made a reservation directly with the hotel and not any agency or website. My room was not available as it was an issue that one of their staff members made when I called 3 months earlier to change the date. Because of their error, my room that was partially paid and reserved was booked. I was charged for another room even though the error was on the hotel, and not of my own. I showed the manager at reception the price and screen capture of my reservation. He was very rude and refused to honor it even after admitting it was one of his employees mistakes. In customer service, ESPECIALLY if it’s an error on the hotel, they should honor the rate that the reservation was made at instead of charging your guests more money for your employees mistake. I want to know where I can file a complaint to get my price difference reimbursed.

Who wouldn’t want to wake up to this view?? I absolutely loved the stay but I did not rent thru the hotel. There is a condominium branch and a hotel branch. From these reviews I’m happy I went thru Airbnb for a pent house condo. It was roughly $200 a night for a 2 bed 2 bath two level condo with 3 balconies. Since I rented thru airbnb I didn’t have the same experience as others did with cleanliness. My host had his cleaning crew do a great job before and even offered daily cleaning but I preferred to clean myself during the duration and just have them come back once I left. The AC does work but it’s not the best. It takes about half hour to cook the place down, but all air blows right out the second the wind comes thru when opening the door. I was there in September so this wasn’t a huge concern. The infinity pool was gorgeous and I brought out my own six pack after dark and laid under the palm trees. They have security at the patio exit to the beach to keep the place safe also, and they did not mind me drinking my smuggled beer. Obviously I cleaned up my own bottles afterwards, but I respected that they allowed me to just sit back and enjoy my stay. There are hammocks also which I took a nice long nap in one evening listening to the waves with the cool ocean gusts gently rocking the hammock. They also have massages in the tents on the patio but they had weird hours so I never got one. Can’t say much for the food here because I bought my own groceries or went out to eat for the entirety of my stay. I just loved being able to walk off the patio to the beach and walk right back up to the patio to rinse the sand and take a relaxing dip in the pool after.

I have been lucky enough to stay at hotels domestically and internationally for many years, and I’ve stayed at cheap accommodations as well as luxury. To say this was my worst experience at any hotel would be an understatement. The staff was easily the rudest contacts I have ever worked with. After paying all booking fees in advance, there were additional hidden fees onsite. The room was filthy and looked nothing like online professional photos. Stained sheets, non-working air conditioning, no hot water, non-locking main door and windows, a broken hot tub and dirty towels were only a few of the major issues we experienced. No matter what, I would never recommend this hotel to another person. While the location was great, every other detail was absolutely horrid.

The hotel staff were all extremely nice and respectful. They went above and beyond to fulfill all of our needs throughout the week we were on vacation. The view is amazing, even on the lake side. The food at the hotel was great. The rooms are clean. The tour guides located in the hotel are great. Most of all, we felt safe in the hotel.

Even after I got everything straightened out via email in advance they still had issues allowing us in at the gate after we advised of adjusted reservation dates/name and received confirmation through email weeks prior. Dirty towels received multiple times. The food was not good at the restaurants in the hotel although the wait staff was nice and it’s convenient. Jacuzzi not working even after changing rooms. -had to follow up multiple times for assistance/updates -Inconvenience to having them come do repairs during the trip unable to be on balcony limited to being near or in room to ensure it’s done so we could enjoy -ended up with luke warm water and minimal jet power First room no tissue holder and next to a loud generator. Saw roaches/bugs in both rooms and reported to front desk. Hotel was unwilling to compensate for the lack of promised amenity/inconvenience. -front desk staff was rude/dismissive about this when we inquired about this and other things. A lot of repairs/maintenance being done or needed but not enough caution signage. As we were leaving they almost tripped me with the water hose as I was going down the stairs cause they started pulling it without checking to make sure no one was there. Not to mention we were charged for 8 days when we adjusted to 5 days due to personal reasons and we couldn’t change cause we booked online….so to pay more for what we really needed and still experience all of this is very disappointing.

Nice location, close enough to epicenter but far enough to not be bothered with the noise all night. Easy walking distance to restaurants and clubs. Hotel was clean and the beach also. Staff was helpful. Was able to get covid test in room via an outside company posted in the lobby fir our return trip to the US with results given within 15 mins. Hotel had full bar and food service at both the pool and beach.

Only rooms are worth the stay. Staff is quite rude and they make you feel like you are in Jail. Anyone comes out of blue and ask whether you are wearing a band or not. They dont treat you like you are a guest. They think they are doing favor on you by letting you stay. Food is not good at all- avoid the restaurant. Pools are nice.

The worst hotel I’ve ever stayed at. Equivalent to a 10 dollar a day motel. Here are the highlights: - Bathroom smelling like feces from the moment we checked in - Manager threatening to kick us out when he didn’t like our questions over hidden fees and saying he wouldn’t issue a refund - Food that gives you diarrhea - Paying $15 for a vodka soda

This has been one of the worst hotels I’ve ever been at. As soon as arrived the patio door was open and did not lock. I said it was a security problem and I wanted a different room. The staff was very rude and said there were no room. The next day our room flooded due to a storm and people came in many times to clean up. Altogether, the flooding, dirty towels, stains on the blankets, portable safe (mounted on a portable table) and poor customer service. We had Expedia relocate us because of all of this but mostly the flooding. We felt very unsafe and uncomfortable in this hotel. Finally the cherry on top, we asked for a taxi and the security guard thought we didn’t speak Spanish and told the taxi driver what he was charging us was too cheap “Que Barato” … this hotel is a scam… do not recommend.

Re: restaurant at Ocean Dream apartments. SAVE YOUR MONEY and go somewhere else. Cook doesn’t know how to make eggs. Over easy to the cook meant over-cook the eggs on one side and put it on a plate. I was given one(1) slice of cheap thin bacon. Charged me $20 U.S. Ordered one (1) egg. We got and we’re charged for a full meal with two (2) eggs and has browns that were obviously frozen. Asked why they didn’t give us one (1) egg. “That’s the way it’s sold.” Didn’t tell us this. Price: $15 U.S. Two (2) lattes were $4 U.S. in 4 oz paper cups. Then they have the nerve to add 20% tip. What a rip-off joint. Economy certainly slowing down in the Cancun hotel district. Beaches at Christmas time are virtually deserted. Great it’s not crowded but, they’re trying to make up for it by inflating prices and food quality.

I will never stay here again. They are so stingy with the towels. There were no face towels in my room at check in. When I asked for one, they said they didn’t have any and that I had to use the large towels as a face towel. Later that night, I needed another large towel to bathe since I had to use the previous towel as a face towel and they refused to give me one stating it’s only 1 towel per day. The next morning, I asked for a towel since it’s a new day and they stated I had to wait until housekeeping make it to my room on the 3rd floor. Housekeeping didn’t arrive until noon causing me to delay activities. Lastly, I saw two roaches one small and one medium in my room on the day I arrived. I’m not picky so I don’t have to have the best but I definitely don’t want bugs, roaches, Insects or animals living in the same space as me. I hate it here!!! The location is in a great area due to many shopping plazas and restaurants.

Remember to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking any resort. They compare hundreds of booking web sites and typically will have rates a lot cheaper compared to others! Thank me later on! This resort is one of my favorites in the area. I have been coming here for a long time. If you stay for a few days you for sure will love it I'm sure! Gracias Jonathan for accommodating our stay in Cancun. Had some room issues in the beginning but thanks to the nice gentleman, Jonathan we had an amazing time. This hotel is right next to all the nightclubs and walking distance to the ocean. Celebrated my sisters 18th birthday over the top!

Incredible customer service and location. Outside lobby and beach was perfect. They really need to work in improving the cleaning in the rooms, walls, floors, bathrooms, just regular maintenance. The Elevator and stairs are so freaky and makes the place super low end. We had so much fun do to the location and customer service

THEE WORST!! I don't like trashing places, but this place was a nightmare. Their employee messed up our reservation, so when we arrived our room was booked. Since the type of room we reserved wasn't available anymore, we were charged for a different room because of THEIR employees mistake. Awful customer service. The supervisor, Diego Ortiz even admitted it was their mistake. I can understand if it was a user error, but they literally booked our PAID and RESERVED room, but decided to charge us for another room because of their mistake. Also, the mini fridge had a roach in it. Save yourself some time and book somewhere else. The view isn't worth the headache of their atrocious customer service.

I don’t understand all the bad reviews. We booked this hotel and after we saw all these bad reviews. Turns out we were worried for nothing. The air conditioning worked very well. As well as the hot water. The rooms were very clean. I saw so many reviews saying that no one cleaned their rooms or changed their towels but each day our beds were made and there were fresh towels layer out. The staff was so friendly and nice. They all got along so well with each other it looked like a big family. We didn’t eat much food from the hotel but what we did eat we enjoy. Overall a wonderful experience everyone working there wants you to have a nice time. And the cleaning team works so hard!!

Very poor service. The rooms are old and outdated with no hot water. The elevator never work right. Place is like a fortress no guest allowed. They checked me out of my room @10:30 before telling me my ground transportation left and then wouldn't give me access back to the room I paid for until 12:00pm. No wash clothes, raggedy towels, hard beds, broken safes and balcony doors... ugh. Never again

No idea what’s three stars about this hotel it should be zero I had a terrible experience here from mold throughout the entire hotel room to the dirtiest restroom I’ve ever seen to the stained sheets and stained towels with holes in them to the TV not working and room service taking their precious time to show up and clean the room stuff here is very slow, and the manager is too embarrassed to come up to people who paid and apologize for the terrible service and the inconvenience And The waiters will literally have you waiting. You have to get up and look for them just to take an order I don’t even think about taking your own water or drinks to the beach or pool. You can only drink what they sell to you according to them just a terrible experience. I do not recommend booking here book somewhere else on the strip. Not here. even the pool was dirty someone puked in it and they let people still swim in the water. They did not tell anyone to get out. Just terrible and disgusting. Don’t spend your hard earned money here.

The facilities were nice and the view was amazing. BUT the service we received was deplorable. We had to go find the waiter twice. We ordered two for one drinks before the end of the sale and when the waiter came back he said he didn’t put the order in in time and we couldn’t have them. Then the check had items added to it that we didn’t order. When we asked to have them removed the waiter actually yelled at us. We called a manager over to help us. He agreed to remove the items we didn’t order but he told us we had to pay and GET OUT. I’ve never received such rude service in my life. Never again

I’m being totally honest when we walked in our room the first night and the extreme heat of the room hit us we instantly thought we made the wrong choice. We went to the lobby and complained of the heat and they sent maintenance to check it out and there seemed to be nothing wrong to them , but still were ready to switch us rooms only they had no rooms that night. Our second day we switched to a room with good working AC and there forward our stay was great. So, with that being said it’s honestly just a hit or miss, yes the facility does need a little TLC, but we did enjoy our stay. Staff was friendly and facility was kept clean.

They were nice and let us poor people drink our smuggled beers by their pool. A little pricey for what you get but the location is ideal, the service was good, security was friendly. Our bathrooms toilet was completely plugged and I didn't realize it until I tried to flush a large brown snake, thankfully the plunger was nearby and I fixed it myself to save from having to tip someone in maintenance. Our room was nice but outdated. The restaurant on-site delivers edible food for a decent price, very bland and prepared cheaply but compared to the other options nearby on a Sunday evening, it did it's job.

The worst hotel I ever stayed!!!! Please do not stay here read the other reviews if you don’t believe me! I did that too late. Pool was never treated in the 7 nights that I was there - had lots of mold. Staff is very rude and poorly trained, hotel needs maintenance all over. Foods from restaurant sucked! I was charged 980.00 extra even when my room was already prepaid. I had no other choice but to stay. Read their policies because they charge you for room keys, lost or damage bracelets and lost towels. Never staying here ever again!!!!

The room was ok. Not exactly as the photos I saw online but still clean and good size. Bathroom had a bit of drainage smell. Pools and beach are nice and good drinks and food services.

Locked the gate on us and made us pay a fee to unlock the gate and made us miss our flight, do not waste your money. Ants on the bed, and flying cockroaches on the wall. Made a family of 10 miss flights.

This was a horrible experience! Do not stay here! I've tried to contact a hotel representative with my complaints through multiple emails and calls, but have not had any luck. I decided to then leave a review to hopefully spare others. We arrived to the hotel around 10:45pm. The room wasn't ready so the front desk staff asked the housekeeper to go clean it. The housekeeper went to "clean" the room and came back less than 15 minutes later. I asked her how she cleaned it so fast, she responded that she only changed the sheets quickly. She said she got off work at 11pm. When we got to the room we discovered that the bathroom was very dirty. It was very very loud that night, voices and noises coming from outside of the room. The loud noise prevented us from sleeping, until it finally died down around 3am. The next day we switched rooms due to these issues. We checked into our new room and brought all of our stuff into the new hotel room. We then left the hotel. Upon returning to the hotel, we were unable to enter our hotel room. We told the front desk many times and they reset our hotel bracelets. We were still unable to enter the hotel room. The front desk staff said the magnet on the hotel door must not be working, and they said they would call maintenance. We waited in the hallway outside the room for around a half hour. After no one came, we went back to the front desk (had to walk through the rain multiple times to get between the room and the front desk), and were told that they kept trying to callmaintenance, but hadn't gotten a hold of anyone yet. I asked if we could switch hotel rooms to another room that we could actually enter. I was told there were no more available rooms at the same price level, but that the only other rooms available were for suites costing at least five times as much as my room. I asked for a refund, and was told they couldn't do anything, as only the manager could and he was not there. The front desk staff then said we could have free continental breakfasts the next morning (worth a couple dollars.. fruit and a piece of toast). I asked the front desk what we should do as there was no offer of a different room or refund. I expressed that I hoped I wasn't being taken advantage of, as I was trying hard to be kind. I said it was unacceptable that we couldn't go in the room where our stuff was for several hours. We were told to just continue waiting, as they didn't know when maintenance would arrive. Finally, after many hours of waiting all afternoon in the lobby (drenched from the rain from walking in it between the room and front desk multiple times), late in the day someone from maintenance arrived and fixed our door so we could then enter our room again. Monday morning before checking out the manager, Diego, was back working at the front desk. I asked him for some type of refund and explained everything that had transpired. He said he had no power and couldn't do anything. He told me to go to the hotel website and contact the hotel owners through that. I've spent the last couple weeks since returning trying to contact anybody listed with OceanDream and GuruHotel (we booked through this), but haven't been able to talk to anyone. This has been extremely frustrating, and I am very disappointed with not only the quality of the service, but also the complete lack of response from the company to multiple attempts to reach them. The lack of any response is the most unprofessional and unethical behavior I've ever witnessed from a company!

Great place. Room fully equipped with large bed. Nice view. Nice pools. 4 stars because the drinks (i took a mojito and pinacolada) were not tasting good

Nice hotel with some rooms rented as private rentals like airbnb. Awesome pools. Swim up bar is fun. Restaurant is just OK, I’d recommend eating elsewhere. Right on the beach. 2 elevators are broken. 1 barely works, takes forever, and has no ventilation. Safe / secure place with parking. Near many restaurants, bars, and shopping. Awesome views of the water.

I stayed here during the summer mid July it is extremely hot! We stayed in the King Ocean View Suite. I would give it 5 stars however during the check in process the receptionist was not nicest nor helpful. The location is great close to everything walking distance. Room was fine everything was working. Elevators are small and do take a while but honestly many hotels I’ve stayed in cancun have that issue also. It’s great if you plan on going on tours because you really only use it to shower and sleep. The view is amazing.

The beach is very beautiful. What made my visit amazing was how great service I got from Jose Maria. Super nice waiter. Very professional. The color and comfortable seats were awesome. Different from the typical white plastic ones you see everywhere. My children also totally loved them. They even took a nap. I ordered drinks and food. The nachos with arrachera were so so good. I ordered it twice. We definitely will go back to this place.

Rooms are not very clean. Everything in the room looks old and/rusty. But the service is the worst. Would’t let up to the room 5 mins before the check in time, and didn’t even give us 15 mins extra at the check out. And because of that at the check out be ready to wait for 15 mins to to go up to your room by the elevator. Felt like a military compound rather than a hospitality facility.

Do not stay at this place. The building is old. The shower is our room only had extremely hot water. We fight for 2 days to get a room change. After they finally change us they downgraded us to a room on the main floor to parking lot view. We ask for the manager to call us. Never call, we ask for some sort of compensation… the front desk lady only answer ok. Customer service is bad bad! Do not stay here.

I stayed in this hotel for 4 days with an Ocean view room. I loved the room it is spacious and has AC. The hotel is located very near Coco bongo night club. You can find all the restaurants and bars nearby. We have access to a private beach with a pool.

Make sure to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking a stay. This site will compare hundreds of hotel sites and normally will have prices much cheaper compared to others! You're welcome :)! This place is one of the highest rated in this area. I have been staying here for years. If you stay for a few nights you will love it I'm sure! The hotel staff were all extremely nice and respectful. They went above and beyond to fulfill all of our needs throughout the week we were on vacation. The view is amazing, even on the lake side. The food at the hotel was great. The rooms are clean. The tour guides located in the hotel are great. Most of all, we felt safe in the hotel.

Make sure to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking any hotel. This website will compare thousands of booking websites and normally will have rates a lot cheaper compared to others! Thank me later! This hotel is one of the best in this area. I've been coming here for a long time. If you decide to stay here you for sure won't be let down. The hotel staff were all extremely nice and respectful. They went above and beyond to fulfill all of our needs throughout the week we were on vacation. The view is amazing, even on the lake side. The food at the hotel was great. The rooms are clean. The tour guides located in the hotel are great. Most of all, we felt safe in the hotel.

Hotel room was dirty, we booked a room with a tub and didnt even feel safe using it because it was dirty, the ac did not work our room was SCORCHING. we stayed here one night before going to an all inclusive, did what it needed but I couldnt handle staying here for an entire week.

Had a great time. Only complaint was front desk girl was rude when we were about to leave and was weird about towels. It seemed like she was sure we were going to steal their towels. Need flash: No one wants to pay extra for the luggage space to bring home basic towels we could buy at home for $5. Sheesh.

The beach club was a great deal. They have two pools, a beach with long chairs and umbrellas, a bar, and a restaurant. They provided towels. There are bathrooms, and the parking is safe and easy to access. The staff was courteous. The drinks were delicious. The entrance fee on the weekend was 750 Mexican pesos (MXP), and they returned 500 in beverages and food. During the week, were MXP 500 and MXP 400 in return. We thought it was a good deal, and the location was perfect. We highly recommend it.

the rooms are outdated, they claimed to have a sofa bed, not even a 3 year old could sleep on that, the walls were dirty, the countertops were in very bad shape, towels all stained, the ceiling fan was not working, the water in the sink will back up in a second, the door lock was broken, they came to repair but the next day it was back to not working properly, the pool water was very cloudy. I wouldn't stay there again, for the same price you can get better amenities and a much updated hotel.

Don't forget to use HoteITully.ᴄᴏm when booking any stay. This web site will compare thousands of booking websites and typically will have rates much cheaper than others! You're welcome :)! This place is one of my favorites in this area. I've been coming here for years. If you stay for a few nights you definitely will love it I'm sure! 2 amazing swimming pools, with view to the sea, a clean and stunning beach, excellent food, a bar inside the pool, everything is perfect and highly recommended

The room was actually okay. I got the king with a tub, ocean view. No problems there. Thought I had a problem with the bathroom door being locked, maintenance came ASAP but there was nothing wrong except for the handle being installed upside down. I will say I did feel a little unsafe being in a foreign country and the staff knowing me by room number. Like people I haven’t seen before saying “hello 402” to me so that made me feel uneasy. I slept with the ironing board under the door knob and considered switching hotels after it happened 3 times. The front desk had to had watch me walk to my room from the elevator camera to the hallway camera because they started calling me as soon as I entered my room which scared me also. I ordered the shuttle and the continental breakfast from their website. Don’t bother with the shuttle because they did not pick me up because they don’t actually have one so they refunded that. The continental breakfast is $11 a person a day and consists of a glass of juice or coffee (no water), a piece of toast and fruit. It’s cheaper if you order that directly from their menu. I asked for a refund and was told no. I will be disputing it with my bank considering I never ate the breakfast after seeing what it was. The pool was nice, the bartenders and waiters were very nice. The armed guards on the beach made me feel safe during the day. Sea turtles come out of the water at night to lay eggs which is really cool to see!

Room was fine, nothing particularly special. AC was not great fine when you sit still... but not cool. We didn't get to really enjoy the property, we were just there for a few hours as a pit stop before heading to our resort further south. The pool looked amazing, wish we'd had time to enjoy it. Service was nice when we arrived super late and also in the AM helping us find lunch! Pretty lobby, great views!

Amazing place! 2 amazing swimming pools, with view to the sea, a clean and stunning beach, excellent food, a bar inside the pool, everything is perfect and highly recommended

Rooms were okay and liveable. Views were great even from lagoon side rooms.They have good pools , pool bar etc. but you can easily hear the noise from surrounding rooms and even from the surrounding bars. It was very noisy for our stay and we couldn’t sleep at night.Elevators were shady , small , half the time not working.

No!.. it's a big hell no for this hotel, view is amazing but the rooms are so bad. Super small, very expensive and bathroom was in horrible shape, shower doors wouldn't work properly, shower head was moldy and hardly any water would come out. Same with the sink. Fridge was nasty and ripped where there was mold. Beds were uncomfortable cheap sheets no blankets. They charge for everything. They will make money any way possible not carrying how you're stay is nor the room. Pool closes super early and there is no hot tub. I WILL NEVER EVER STAY HERE EVER... 👎

Best location ever. In the middle of nightlife with a window on the ocean and with one of the best beaches in Cancun (playa Chac mool). You would never get tired of the view. It makes you dream.