Ocean Coral and Turquesa

Very mixed bag whilst holidaying recently. This hotel is closing for a refurbishment at the end of August (surely TUI should've mentioned this!?) so one of the plus points was it was running at 40% capacity and therefore no issues getting any beds at anytime of day. Also meant no queues for food in the buffet hall. Food was ok but have had better at 3/4 star hotels (The kids section looked shocking) Some very strange behaviour with seating in the fact you'll get seated at table for 4 with only 2 lots of cutlery when there's tables set for 4. Numerous times we just moved ourselves or took some cutlery off the next table. One of the big issues were the restaurants. Even at 40% capacity you will struggle to get booked due to the privilege guests. However the Italian was very poor along with Route 66. The service in Route 66 was terrible and we think we suffered the same fate as a previous reviewer and becoming ill from the pork sliders! Mexican was good but seemed to be much spicier 2nd time round and not as enjoyable. Even though you can't get booked through the app half the time, when we did book the mexican it was only half full so again very odd you can't book a table when there's many tables free. One of the restaurants was shut permanently (along with the juice bar) and the rest of them sort of alternated when they were open. I think if I'd paid for the privilege upgrade I'd have been furious. Generally can't fault the staff though. They all worked extremely hard and nearly all of them will acknowledge you with a 'hola'. Pools were fine but get very warm in the afternoon. The beer was flatter than Holland but Cocktails were nice. Entertainment was sub standard but expected. As pointed out by most reviews, the sargassum is a massive issue around this area so if you're wanting white beaches and gorgeous sea, I'd say pick a different country or go early in the year. Not once did we see a tractor but again they're closing soon so I'd guess not a priority. It didn't smell as bad as I thought but it's always there. The best thing by a mile (closely followed by Mikes coffee shop!) were the rooms. Definitely up there with the best rooms we've ever had. Maid service was great. For the trips we did -> chichen itza Explor at Xcaret Dolphin experience. All 3 were fantastic. Overall had a great holiday due to the trips but would look at other hotels even after this has been refurbished.

Ps. Will be glad never to see another racoon again :-)

We were extremely disappointed with our stay. The beach was completely unusable due to the huge amounts of seaweed, and the smell from the decomposing seaweed spread throughout the hotel for the duration of our stay. While we understand that seaweed is a natural occurrence, it appeared that little or no effort was made to clear it, unlike neighbouring hotels whose beaches were noticeably cleaner.

There was construction work every morning, creating significant noise that disrupted our holiday and prevented us from enjoying a peaceful stay. In addition, the advertised watersports were unavailable throughout our visit, which was another major disappointment. To make matters worse, there were multiple power cuts during our stay, causing further inconvenience and adding to the overall poor experience.

The biggest disappointment, however, was our experience with Guest Relations. We found the staff dismissive and unhelpful, and we were presented with a form to sign which, as it was explained to us, would have prevented us from making any future complaint against either the hotel or our travel agent. We felt pressured to sign this document at a time when we were simply seeking assistance, which left us feeling misled rather than supported. Instead of receiving honest information or a genuine attempt to resolve our concerns, we felt our complaints were dismissed.

Overall, this was nothing like the beach holiday that was advertised or that we expected. Between the unusable beach, the unpleasant smell throughout the hotel, the daily construction noise, the repeated power cuts, the unavailable facilities, and the poor handling of our concerns, our holiday fell far below our expectations. We would not return to this hotel and would not recommend it to others.

Fantastic staff Dianna Yaritza and Rosaura in the main restaurant Look after my daughter with her food issues