Ocean Blue & Sand By H10

The food was really good, especially at El Carey. Our room and the shared spaces were clean, and the staff were polite. I had a lovely stay and would definitely come back.

We ended up changing our flight and heading home early. I travel a lot, and I won't stay at this hotel or any other property from this company again. The service and food were awful, the pool shut at 7pm, and there was nothing for adults to do. They kept pushing the timeshare pitch, but I wasn't giving up 60 minutes for a beach bag, T-shirt, and hat with their logo after such a bad stay. The phone staff sounded nice, but requests weren't handled. Save yourself the trouble. We arrived Friday afternoon, June 01, 2018. Most people seemed service minded at first, and Janel and Lury were helpful, but the hotel service was horrible. Room 9127 was burning hot because the A/C didn't work. My key came late, though that might not have been entirely their fault. Fourteen families at check-in had already warned me they'd been moved so many times they couldn't be moved again. I called five times before a nice technician spent about ten minutes trying to fix the A/C. He told the front desk he couldn't get it working and that it was CALIENTE. They moved me next door to a cool room, but it was nearly 5am by then. The bellman was just standing outside because the do not disturb sign was on the door. The next morning, check-in could see I hadn't gotten into my room until 3:30am and that the problem had been noted. They told me to see guest services about a refund for one night. Two men there said the manager had to decide. I was told the manager would call yesterday, but there was still no call, and when we went back they kept saying they couldn't decide without the manager. We couldn't get towels either. It took forever, and we nearly had to make a scene to get them. The food situation was bad too. If you miss the buffet, which closes early, there's nothing to eat until 6pm. They mentioned food in the back at Villa Marina or something, but it was garbage. Workers did say Hola, which was nice, but the service was still horrible. The pool closed at 7pm. We're on vacation, and I could have had a better time staying home in Dallas Texas.

The beach and resort are beautiful, and it's an awesome place if you don't mind things moving slowly. The staff and attendants work at a pace we're not used to.

The people were nice and friendly. My only issue was the refrigerator: it wasn't cold, kept popping open, and left the drinks warm.