Ocean Spa Hotel All Inclusive

Nico was awesome, he helped us with the kayaks and was a great host for the games around the pool.

Very Disappointing Experience – Not What We Expected

Unfortunately, our stay at this hotel was extremely disappointing. The condition of our room was unacceptable and definitely not what we expected from a hotel in Cancun.

The bathroom sink had a large hole in it, and we had to keep a towel over it to prevent anything from falling through. One day, we also had no hot water, which was very inconvenient. The towels provided were dirty and stained, and one of them was literally coming apart.

The iron in our room did not work properly either. The cord would not stay extended, and when I brought it to the attention of housekeeping, the employee simply tied a knot in the cord and told me to use it that way because all of the irons were the same. That is not an acceptable solution, especially when dealing with an electrical appliance.

The room and bathroom were also not clean and extremely outdated. Overall, the condition of the room made our stay uncomfortable and left us feeling that the hotel was not being properly maintained.

Food & Drinks: We were also very disappointed with the food and drink options. There was no seafood available, which was surprising for a resort in Cancun. Even more surprising, there was no tequila or vodka available. We were in Mexico—how can a resort in Cancun not have tequila? 😳

The Timeshare Presentation: Another major disappointment was being required to attend a 90-minute timeshare presentation. We were told it would be approximately 90 minutes, but what was supposed to take an hour and a half turned into a commitment from 8:00 a.m. until 2:00 p.m.—six hours!

That was an entire morning and a large portion of our vacation spent in a sales presentation. Had we known we were committing to six hours, rather than the 90 minutes we were told, we absolutely would have reconsidered.

We really wanted to enjoy our vacation, but the combination of the poor room conditions, cleanliness issues, lack of hot water, damaged towels, broken iron, limited food and drink options, and the extremely lengthy timeshare presentation significantly impacted our experience.It was so bad that we ended up leaving and going to another hotel after 2 nights!

Lastly, there's NO BEACH!! And the pool is not the best.

Unfortunately, based on our stay, we would not recommend this hotel. I sincerely hope management takes these concerns seriously and makes significant improvements to the property's maintenance, cleanliness, food and beverage offerings, and the way timeshare presentations are represented to guests.

Unfortunately, my experience at Ocean Spa Hotel was one of the most disappointing hotel experiences I’ve had during any of my trips to Mexico.

I also think it is important to explain how I ended up staying at this property. I did not personally search for or select Ocean Spa Hotel as I normally would when planning a trip. I came across a promotional marketing offer on Facebook, and as part of that promotion, we were required to attend a presentation at another Sunset property. That promotion is ultimately what led me to stay at Ocean Spa Hotel. Had I been researching and choosing a hotel in Cancún entirely on my own, based on the type of properties and experiences I normally look for, this would not have been my personal choice.

That being said, I do want to acknowledge the positive aspects. The hotel itself was clean, and the room was okay. It was nothing luxurious or particularly impressive, but it was comfortable enough and generally kept clean. The pool area was also okay, and the service throughout the property was generally fine.

However, housekeeping definitely needs more attention to detail. Several times, basic items were missing from the room, such as a bath mat or face towels. Bathroom products were also not consistently replenished. When housekeeping can clearly see that toiletries are almost finished, I believe replacements or backups should automatically be provided instead of guests having to wait until everything is completely gone.

The beach, unfortunately, was probably one of the biggest disappointments. The beach directly in front of the hotel was extremely unpleasant. The water was dark, the smell was not pleasant, and it was absolutely not an area where I felt comfortable swimming. If having a beautiful, swimmable Caribbean beach is important to you when visiting Cancún, this is definitely something you should consider before booking.

But by far, the biggest problem at this hotel is THE FOOD.

Breakfast was actually okay. The ingredients seemed fresh, you could have omelets prepared for you, and overall breakfast was probably the one dining experience that consistently worked well.

Dinner, however, was a completely different story.

There is a restaurant that operates as Italian on certain occasions and Asian on others, and the quality of the food was extremely disappointing. After eating there, I genuinely questioned whether there was an experienced chef overseeing the kitchen.

My second visit to the Italian restaurant was especially bad. The food was dry, bland, lacked seasoning, and tasted as though it had been sitting for a very long time. One pasta dish was so dry and stuck together that I was literally able to lift practically the entire portion from the plate in one movement with my fork. I will include a photo because it demonstrates exactly what I mean.

We also tried Frida, the Mexican restaurant, hoping for a better experience, but unfortunately some of the food there also tasted as though it had been prepared long before it was served.

Eventually, we made the decision to leave the hotel and pay to eat dinner elsewhere because the dinner options became that disappointing.

In my opinion, Ocean Spa Hotel needs to completely rethink its food program. Instead of trying to operate several themed restaurants without delivering good-quality food, I would much rather see one larger, well-managed buffet with fresh, flavorful food and more variety. Quality should come before the number of restaurant concepts.

Overall, the property itself is okay. It is clean, the rooms are acceptable, the pool is fine, and the general service was okay. But the beach was extremely disappointing, and the dinner experience needs a 100% improvement.