Ocean View Cancun Arenas

This is an honest and true impact of what this hotel is really like. After careful thought I feel it is necessary to inform you of the deeply upsetting, isolating, falsely advertised, and expensive holiday experience I endured.

This holiday has not only ruined my time away but also severely affected my Christmas, New Year, and most importantly my mental health.

I am a 52-year-old white British female who travels alone and has done so many times previously through Love Holidays without issue.

Total Cost Paid: £2,748.91 (plus additional hotel taxes and VISITAX on arrival, which was never checked)

1. Nexus Transfer – Arrival Experience
Upon arrival in Mexico, I approached the Nexus transfer desk. I was told to wait, after which two staff members walked away, leaving me standing alone. Approximately half an hour later, a female staff member approached me and very rudely told me to “just wait” when I politely asked why.
When I calmly asked for her name, she placed her right hand on my arm, covered her name badge with her left hand, and said, “I’m not giving you my name so you can make me lose my job.” This was never my intention. I was alone, in a foreign country, unable to speak the language, and felt extremely intimidated and frightened. She then walked away, leaving me crying and wanting to leave.
About an hour later, a man approached me shouting, “Here, here is your taxi.” I was visibly shaking and crying, and even the taxi driver repeatedly asked if I was okay.
Retune pick up was late by 30 minutes, only one other couple picked up after me, none before

2. Hotel Check-In
Upon arrival at the hotel, the receptionist, who did not speak English, shouted instructions at me regarding payments, cards, and room details in an aggressive and unwelcoming manner. Her attitude was unnecessary, hurtful, and made me feel extremely uncomfortable and unwelcome from the outset. Give paper to sign and to be honest don’t know what I signed

3. Room & Hotel Condition Issues
Throughout my 11-night stay, I experienced the following issues:
Dirty floors that were never cleaned once
Sliding balcony door extremely difficult to open and close, requiring two hands
A makeshift and unsafe balcony lock
No balcony light, making it unusable at night
No suitable place to dry wet swimwear or towels, causing the bathroom to smell (unable to leave clothing on balcony)
Dirty marks all over the fridge door, never cleaned
Hairdryer advertised but not provided
Television unusable unless connected to the internet (not advertised)
Gym not advertised; repeatedly asked reception over 5 days how to use it and whether a card was required, then gave up
Each interaction with reception was met with eye-rolling, dirty looks, and staff walking away without answering
This behaviour made me feel scared, worried, stupid for choosing this hotel, and deeply uncomfortable thought my stay

4. Restaurant Treatment & Food Issues
I was shouted at by the same female restaurant staff member on multiple occasions for what I was wearing, despite wearing the same cover-up for several days without issue previously.
On one evening, when attempting to sit down, she shouted “No, no, you can’t!” When I politely asked where I could sit, she pointed outside. I placed my plate down, with all eyes on me, and began crying from embarrassment before walking out without eating.

As a result:
I did not eat breakfast on 4 out of 11 days
I missed lunch on 6 out of 11 days
I missed multiple evening meals

Checked out at 12pm on the 11th day and unable to eat or drink as banded is taken

5. Misleading Advertising & Lack of Support
Advertised swim-up bar did not exist
Advertised infinity pool was not working
No Love Holidays representative on site (wasn’t aware of this when booking holiday)
Unable to book excursions due to language barriers
Staff did not speak English
Google Translate was ineffective
I felt completely isolated and unsupported
Pool side snack bar offered chips, hotdog, pizza and one other hot dog only, everything else had to be purchased, and only 2 soft drinks available. Not available all day as advised 12pn to 6pm (all food served cold) nothing was advertised in English; there was a bit of paper with photos
Never offered any form of active as advertised, no table tennis table, no aqua fit session supplied, no aerobic classes as advertised online
Online hotel is advertised as a four star, nowhere near that level
No sandy beach (full of seaweed) only 8 beds on beach that could be used
In 11 days, there was only 4 nights of entertainment, and they were either Spanish singers or Mexican singers
· I spent most of my holiday alone in my room or by the pool for short periods
· Min bar advertised online, no mini bar in room, there were x 2 bottles of complimentary water, then you had to buy bottles of water as not supplied though out the holiday, could only fill up a cup when the restaurant was open
· Café advertised online, no café on site apart from a mini shop
· Two restaurants on site advertised again, only saw and eat in one
· Only one dining room option not two as again advertised online

6. Meeting with Hotel Manager
On New Year’s Eve, I waited 2.5 hours in reception to speak with the hotel manager. The meeting lasted approximately 10 minutes. When I raised my concerns, his response was simply, “What can I do?” which was deeply disappointing.
I told him the hotel needs to be truthful when advertising and that this hotel is not suitable for English-speaking guests. I firmly believe there is discrimination towards anyone who speaks English. He said he would to my holiday rep and get back to me, two days later walked past me twice and never address anything with me

Impact on My Wellbeing
I spent this holiday feeling:
Unhappy
Isolated
Intimidated
Victimised
Embarrassed
Ashamed
Hurt
Disappointed

The emotional impact has continued since returning home. I am struggling to talk to friends, family, or work colleagues about the distressing and embarrassing experience I endured.

Upon arrival at the hotel, my initial impression was one of uncertainty. Due to the rain, towels had been placed on the floor in the reception area, and we were not greeted immediately. However, this was understandable as we were waiting in a queue.

When we reached the reception desk, the staff were very pleasant and welcoming. Although their English was limited, communication was not an issue, as we were able to understand each other using translators and body language. The reception team were helpful and consistently professional, always greeting guests with warm smiles.

There were six of us travelling together. Upon entering our room, we were pleasantly surprised by how clean and spacious it was. The room featured a balcony with beautiful views, and the bed was extremely comfortable. Housekeeping services were provided daily, and upon request, a kettle was delivered to the room along with coffee, cups, and all necessary amenities.

Breakfast offered limited variety. Guests expecting a traditional continental breakfast with items such as cheese, salami, or ham may be disappointed. That said, the omelettes prepared at the egg station were very good. Breakfast service begins at 7:30 am, though the omelette and egg station does not open until 8:15 am, which we found somewhat unusual.

Lunch and dinner options were satisfactory, and it was always possible to find something suitable to eat. This is not a five-star property, and the experience reflects the value paid.

Guests who wish to swim in the sea should note that this hotel may not be ideal for that purpose. Although the hotel has a small beach area, it is often affected by seaweed and is not particularly inviting for swimming. For those seeking a better beach experience, I would recommend visiting the beaches near the Coco Bongo area, where the coastline is beautiful and the sea is far more appealing.

It is also important to note that the hotel is quite old and appears somewhat tired in places. Guests should manage their expectations accordingly, as this property does not reflect a four- or five-star standard. In my opinion, it is more in line with a three-star hotel.

Guests who smoke should be aware that this is a smoke-free hotel. Smoking is not permitted around the swimming pool or on room balconies. This policy would benefit from being more clearly communicated by travel companies prior to arrival.

Although we are still currently staying at the hotel, our experience so far has been enjoyable. The entertainment team and hotel staff consistently go above and beyond to ensure guests have a pleasant stay. They work long hours and remain friendly and attentive at all times, which is truly commendable.

This is not a 4 star hotel, this is a 1star . If you are British don’t come here because no one speaks English I suppose you get what you pay for though as it was cheaper than other hotels. Food was ok but not a big variety, waiter staff were friendly. Room was clean but basic , can’t have a cup of coffee unless you are sat in the restaurant. Next to no entertainment so be prepared to spend money for days out and excursions because you will get very bored staying in the hotel. WiFi is very poor and no swim up bar as advertised. Beach is right outside the hotel but very limited loungers and space and due to pool and beach locations you get very little sun as you are always in the shade. My advise is spend that little bit more on a different hotel because you will end up spending a lot more trying to get away from this hotel on days out and better food .

Do not book this hotel especially if your from the UK no one speaks English . This is definitely not a 4* hotel more like a 1*. I’m not a fussy person but I must have to admit this in hotel was one of the worst I have ever stayed in. When we arrived I just thought the pictures look different to what had been advertised. The food well what can I say we must of gone down for breakfast at least 3 times out of the 14 nights yes 14 nights . We could only eat stale bread in the two slice toaster because everything else was in edible . We went to dinner once but I had to come back out it was that bad. On an evening we didn’t even bother getting dressed up because no one else did my 16 year old daughter took lots of nice things but couldn’t wear them . Everytime we went to eat something we all just looked at each other. Because we where all inclusive they where no cooking facilities we had to go to the one and only strip that was near us for snacks like crisps and drinks because the food was horrible. The beach was no beach just full
Of seaweed and absolutely stunk . Hotel just falling apart . We went and got a bus a couple of times near coco bongos to have food. I had asked TUi if they could put us in an earlier flight to no avail this wasn’t anything to do with them the hotel was booked with someone else . If I wanted to leave the hotel early we wouldn’t have got any money back and because we had already paid for our 2 week stay already we had to stay . 24 hours before was due to go home I what’s app the reception because they couldn’t understand anything I said and asked if my transfer has been in touch and if they could ring them because It would not let
Me download the Nexus app and they replied with no we can’t do that for you . All our clothes was damp and the full room was
Damp . Here are the attached photos also don’t let the food photos that you see on the hotels page because they are all fee I never saw any chicken nuggets or fresh prawns . Here is my fine dining experience showed in these two photos .

On arrival we were very disappointed with hotel, paint peeling off the outside of the hotel
We had ocean view room, very basic but clean,
We went to the restaurant on several meal times but very disappointed with presentation of the buffet, the food was uncovered and not hot, on one evening there was 1 serving spoon per 3 different dishes, when we asked for some tongs to try the noodles, we were given napkins told to wipe tongs after use, ready for next guest, have pics to prove this
The cleanliness of the whole hotel is appalling, health and safety not good, dirty band aid on pool side was there for a few days, also bread in the pool a few days which festered, pics to prove,
Also this hotel advertised,2 restaurants and snack bar,
Was not informed dogs are welcome into restaurant, sorry didn't get pics
So in some area I was sneezing and coffin
This is not a 4star, and does not have 4 star facilities
Accused people of smoking in room and tried to find them, even a non smokers who was threatened with police was so scared she paid the fine
Best thing about this hotel is to avoid

Horrible hotel, rooms basic no hairdryer no kettle hallways dirty even the doors don’t match rubbish left out on the balconies in full view . Food I wouldn’t even feed my dog burgers Cardboard and we w
Were given four fries ! Was told it was 4 Star superior but it’s a one if that. The staff was nice but no one really Speaks English. We gave the reception of passports to put in the safe and they didn’t put them in the safe. They got lost. We ended up finding them just stuffed by the reception.. we stayed 1 night got up first thing and booked another hotel im so angry with the people that sold us the Holiday!

Do not stay here it’s worse hotel I have ever stayed in
No kids club
No entertainment
Food makes you incredibly poorly
No kettle in room
No hairdryer
No mini bar
No salute tv
No babysitting service
No spa
It’s rubbish we hate it all of us are fed up

Is definitely a 2 . Nothing to get excited over. It is like you think it could be for 2.5 hotel. All inclusive means cheap food, cheap food.

Do not book this hotel. Bugs on the walls, stains on the floor and the bedsheet, rust on the shower head and the staff does not speak english at all. The food is bland and gave me food poisoining. We booked this for 8 nights and only stayed the first as we arrived late in the night and checked out in the morning. Horrible, would not recommend.

Clean rooms. They did not turn property lights on at night indoors and outdoors.

I had high hopes for my stay at this "exclusive" hotel in Cancun, but unfortunately, it was a disappointing experience. The bath towels in our room were stained and dingy, almost grey in color, which was quite off-putting. The breakfast was another letdown—they served Tang, not even real orange juice, which seemed very cheap for a supposed upscale hotel.

I had informed the hotel in advance that my husband would be arriving a day later than me, yet they refused him entry into the room when he arrived, causing unnecessary hassle. The rooms were clean, but that doesn't make up for the overall lack of attention to detail.

In the evening, there was a show by the pool, but the area was poorly lit and looked downright eerie. It wasn’t inviting at all and felt unsafe walking around. Overall, I expected much better from a hotel in this price range and location. It was far from the relaxing experience we were hoping for. Would not recommend.

Don’t let the exterior fool you. This has been an incredible experience for a solo trip to Cancun. The staff are overly friendly and helpful. Drinks were great and food wasn’t so bad… I stuck to what I know works for me! My only recommendation would be to upgrade the shower heads and then invite me back with a free night stay 😀.

Me hubiera encantado que mi cuarto estuviera un refrigerador pequeño.

Es un hotel súper limpio, cómodo, con comida muy rica y el servicio de primera. Con vista al mar y al muelle está precioso es mi segunda estadía en este hotel y creo que no será la última.

Awful services, filthy facilities, lack of maintenance, very low quality, there isn’t a bell person at night. They sold us a cab service but they didn't give us the service, they’ve a terrible administration, water leak in the toilet, ant nest in the room, very uncomfortable pillow, everything stinks pillows, sheets, blankets, towels,

For English speaking people, this is not your place. I wouldn’t go back, that is why we left after one night and stayed elsewhere

This place is a dump. End of story.

The hotel staff made the check in and entire stay experience as if they were doing me a favor by allowing me to stay there without realizing I am the customer and choose to stay there and paid to stay there. Their hotel rules for such a mediocre property and limited everything around it is not fitting or up to standard. I will say though, I was given a free upgrade which I appreciated because the initial room was less than desirable. On my second night, the room was leaking water coming from the roof and no one spoke English to of assistance, no manager was also available. The hotel balcony door did not have proper lock, however they made you sign a waiver at the counter to release them from liability in case your room was broken into

Nothing. It was the worst place I stayed at. I booked another resort the next day!!!!

In a good area.