Ocean Spa Hotel - All Inclusive — Hotel in Cancún

My husband and I recently stayed at Ocean Spa Hotel in Cancún. Unfortunately, our experience fell significantly short of our expectations, especially given the cost of $400 CAD per night for an all-inclusive package. While the accommodation and food quality did not meet our standards, we would like to acknowledge that the general hotel staff were courteous and hardworking.

However, a major issue occurred on our second day, May 21, 2025. We were informed that we were required to attend a mandatory two-hour presentation at Sunset Royal, or else we would be charged $399 USD. We did not agree to or request this. The presentation ultimately lasted three hours, beginning after breakfast.

During this process, we were repeatedly asked for our credit card information and the expiration date—three separate times—with the explanation that it was “to prepare us in case we decided to buy something.” This already made us feel uncomfortable.

At breakfast, we were assigned to a representative named Karim at Sunset Marina. While he seemed friendly at first, the interaction quickly took an uncomfortable turn. He began asking personal questions and then assumed we were connected to the other family seated at our table based solely on shared ethnicity. Shortly after, he abruptly walked out, saying, “You guys are not listening. Let’s go to the buffet.”

Later, he accused us of conspiring not to buy anything, saying, “This is not your first time hearing about timeshare, is it?” This assumption was both unfounded and inappropriate.

Karim began his presentation by stating that there was “no obligation to buy” and to “just keep an open mind.” However, by the end, he was pressuring us to consider a $60,000 USD down payment. When my husband politely explained that we could not afford that and shared a general idea of Canadian wages to provide context, Karim became aggressive. He raised his voice and said, “Why are you putting words in my mouth? You should be grateful. How can you afford to be in Cancún if you have no money?” This comment was deeply insulting and entirely out of line.

It is disheartening that someone in a professional sales role would demean guests based on perceived financial status. Karim continued to be rude and confrontational. He even made an inappropriate comment: “I usually love Filipinos because they laugh, but this group is like I’m selling a funeral.” This was offensive and stereotypical.

The experience was further soured when the manager got involved. When we indicated we didn’t know the other family at the presentation, and I later mentioned messaging them, the manager questioned my honesty. Despite my clear explanation that we had just met them that morning, he dismissed me and said, “Just go, no penalty,” without even making eye contact. This level of unprofessionalism is unacceptable.

Karim's and the manager’s behavior made us feel unwelcome, disrespected, and pressured. The other family in our group was also subjected to demeaning remarks—Karim called them “liars” for forgetting certain details.

This experience seriously ruined the start of our vacation. We came to Cancún to relax and enjoy ourselves—not to be berated, pressured, or insulted. We remained polite and respectful throughout, despite how we were treated. It’s disheartening that the presentation was clearly designed to pressure guests into purchases under stress and discomfort. Furthermore, we were told not to use our phones during the session, preventing us from documenting the mistreatment.

I strongly urge hotel management and ownership to take this complaint seriously. We do not want a generic “We appreciate your feedback” response. We are seeking a meaningful resolution and accountability for the unprofessional conduct we experienced—particularly from Karim and the manager involved.

This incident needs to be addressed. I would never recommend this hotel to anyone and would not return, even if offered a complimentary stay. What should have been a joyful and relaxing vacation turned into an...

First let start with the positives. The actual hotel staff is friendly and my A/C worked in my room, plus the floors were mopped clean (i wore socks when i was in the room and they stayed relatively clean).

Now i came to this place on one of those 5days/4nights deals and only pay about $200 for the taxes. On the phone I was told i did not have to attend any presentation but when i arrived they required a credit card on file for "accidentals" and was informed that if i did not attend their 90 minute presentation i would be charged the highest daily price. I felt like i had to give in but was very irritated by this bait and switch scheme. My presentation was booked for the next day and i was not allowed to choose an alternate day so i planned on going on an 1pm excursion. I was taken to a sister property where i had a lovely breakfast and the guy assigned to me was very friendly and talkative. So much so that i didnt realize until almost 12noon that we were wayyyy over the time. 95% of the tours in cancun are before 9am which leaves u with nothing else to do but sit at the pool for the rest of the day. I was irratated because i missed my ATV/zipline activity. I saw a total of 2 properties and really wasn't impress with the accommodations. I have my own home so i know what good construction work looks like, plus i usually stay at 4+star hotels and from what i saw at Ocean Spa and their sister properties i would be embarrassed to recommend them to my friends/family.

Needless to say i was not interested in their time share properties and when i said that to my guide the high pressure sales tactics went into effect. I saw a total of 5 different people who all tried to sweeten the deal or force me to choose some sort of payment plan to buy their program. I had to get irrate before they finally gave up on pressuring me. When i asked about my free gift for attending the presentation the timeshare people said they have no idea how i find out about that. Thank God the concierge people kept their word and gave me my voucher for a trip to la mujer island. Note to self spending $60 for four 8x10 photos is crazy. I only did it because the boat crew was very entertaining and it was essentially a booze cruise, so i drank too much to care about the cost. In hindsight i was ripped off.

I stayed in room 240 and the pillows are flat as pancakes and the bed is hard. The bathroom fixtures are old and have noticeable rust on both the sink faucets and toilet flush buttons. I never seen anything like that except in gas station bathrooms, not even in someone's home, much less a hotel. The water to brush your teeth tastes awful like they dont filter it. There is also no in-room wifi service, only able to use it in the hotel lobby which sucks. Dont buy the $288 meal plan its way over priced and their are a lot of local places u can get better quality food for alot less. There is a 24hour market across the street that has snacks at local prices and Walmart is only 15 minutes away. You can take the bus which is about 80cents USD and u can get to anywhere u like using them, the bus drivers are all friendly and goes by every 5-10 minutes plus they will let you know when to get off. There is no in room fridge or ice machine on the premise for guests to use. The hotel beach has lots of seaweed so i suggest u find a nicer one thats close by to relax on. Just giving everyone a heads up. The Westin hotel is close by and cost the same per night but has a MUCH BETTER review. I suggest everyone goes their instead to enjoy their...

Stayed here on September 6-13, 2019. Considering that we ended up paying so much for this place due to a purchase made through time sharing agent, I will try my best to be fair as much as possible.

Hotel - it wasn't the best hotel in the area, it wasn't so bad as well. The hotel was clean and there is a Starbucks, Convenice store, Pharmacy and restaurant nearby. The location is close to the airport so it'll only take you around 20-40 minutes to get there.

Staff - Front Desk, Housekeeping, Bellboy, Restaurant and Bar staff was exceptional. They really work hard for us making sure we have all our needs.

Room - I stayed in a 2 Bedroom by myself as we have booked for 6 people but only 3 ended up going. They clean the room on a daily basis but since I was by myself, For 7 days I only asked my room to be cleaned twice. There is only 2 things that I didn't like about the room. 1, the pillows are so flat. I ended up using all the pillows from my bed and the other bed to satisfy myself. 2, the shower does not have a curtains. There was no tub as well so, when I took a shower, the bathroom was wet as well. They do provide towel, so I had to use some of then to dry the floor up as it gets slippery.

Beach - the beach is by the bay so don't expect much waves. There is also a lot of seaweed so I didnt really feel like swimming in there. It is also important to note that you share the beach with the neighbouring resorts.

Entertainment and Activities - we came on a Friday so, during that night, they had Mexican night. It was about an hour of entertainment (dancers). Saturday, they hosted carribean night. Aftrr that, I really didn't see any other entertainment as we left. They have some tours for free so, it's important to take note and check with them as soon as you can when you get there to take the opportunity in utilizing your time during your vacation. There is also a hut by the beach where you can book excursions throughout Cancun and Playa Del Carmen.

Food and beverage - as we are in an all inclusive deal, we were entitled for all you can eat meal, snack and bar. The food was good enough. My parents commented saying the meats are little bit salty. I just told them that maybe it's they are not used to it. The desert bar have limited options. A few cakes and fruit. Yogurts and bread every now and then. The waiters assist as right away as soon as they see us sitting. They also have an a la carte restaurant that have daily selections (Italian, Asian, Caribbean, etc). We were entitled for 3 dinners but we only went there once. The restaurant is not that big so there are limited seating. You are required to wear a shoes and a proper attire to be there. Not all the menu is included, meaning you might need to pay extra if you order off the all-inclusive list. I'm not a big fan of wine but they do offer you some.

I haven't been a lot of places really, so my standard might be different from other people. But as long as they place is clean and they have friendly staff and food does not make me sick, id say, I'd give a thumbs up. I would give this place a 3.5 out of 5. Would I come back? I would. It was a good place and we didn't really have any problems during out stay.

Final note: two thumbs up to the housekeeping person. I drank too much at my friend's wedding and vomited all over my room. The guy was so nice and helped me...