Ratings based on 2,062 Verified Reviews
4.2 Room cleanliness
4.0 Service & staff
4.4 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 23 Nov 2024
We had an unforgettable 5-night stay at Ocean El Faro! The resort's beautiful design, coupled with a wide array of delicious dining options, made for a truly indulgent experience. The staff were incredibly attentive and friendly, going above and beyond to ensure our comfort. We particularly enjoyed the refreshing drinks, lively entertainment, and the opportunity to relax by the pool or beach. This all-inclusive paradise exceeded our expectations and we can't wait to return!
by A verified traveler
Posted 23 Nov 2024
The rooms are not cleaned properly. They have a strong musty smell. We even found a strange insect on the sofa. The bathroom was flooded every time you bathed. The attitude of some of the staff when you asked questions, etc. was not the appropriate one. On the second day of the stay they wanted to sell us a very expensive package to be "privilege" without having enjoyed it well and knowing if we were going to like it. It indicates "all inclusive" but the reality is not like that it would have to be "privilege" for it to be "all inclusive" because even in the bars they looked at the color of your key to see what category of customer you were, because of this they denied us water to drink in a bar. Finally, the children's pool area needs to be repair and a lot of maintenance. There were balls of hair floating and the whole structure has mold.
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Dear Guest,Thank you for sharing your feedback regarding your recent stay. We sincerely regret that your experience did not meet your expectations, and we would like to extend our most heartfelt apologies for the inconveniences you encountered.We take the cleanliness of our rooms and facilities very seriously, and we are addressing the concerns you raised with our housekeeping and maintenance teams to ensure the issues, such as the musty smell and bathroom flooding, are resolved immediately.Regarding our Privilege program, we understand that all guests should have the opportunity to fully enjoy their experience without feeling pressured. We will review our approach to ensure it aligns with our goal of enhancing, not detracting from, your stay. Furthermore, we are revisiting our service practices to ensure all guests, regardless of their reservation type, feel equally valued and accommodated.Your feedback about the children's pool area is also being taken seriously. Cleanliness and maintenance are a top priority, and we will make the necessary improvements to ensure it meets the highest standards for our guests.We deeply appreciate your comments, as they help us identify areas for improvement. Should you give us another opportunity in the future, we are committed to providing you with a significantly improved experience.Kind regards,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 23 Nov 2024
Would not stay here again. AC didn’t work properly. When showering, the water would flood the whole bathroom because there was a gap between the door and the floor even with door closed. The beach was inaccessible due to rocks being everywhere and it was very hard to walk up to the beach into the water without hurting yourself. Lastly, the waiter of
buffet would talk about politics when he would know we are Ukrainian and told us that it is USA’s fault and that Ukraine should give up…. It’s not a subject we wanted to talk about during our vacation.
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Dear Guest,We are truly sorry to hear about your disappointing experience during your stay. Your concerns are very important to us, and we deeply regret that we fell short of providing the comfortable and enjoyable vacation you deserved.We apologize for the issues you encountered with the AC, bathroom flooding, and beach accessibility. These are being reviewed to ensure improvements are made swiftly. Regarding your experience in the buffet, we sincerely regret the inappropriate conversation you were subjected to. Such interactions are not aligned with our commitment to creating a welcoming and respectful environment for all our guests, and we are addressing this matter internally to prevent it from happening again.Thank you for taking the time to share your feedback. Your comments will guide us as we work to enhance our facilities and guest experience.Kind regards,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 22 Nov 2024
Mejorar el bufet
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Estimado huésped,Gracias por tomarse el tiempo de compartir su experiencia. Nos complace saber que en general disfrutó de su estancia con nosotros. Apreciamos sus comentarios y tomaremos en cuenta sus sugerencias para seguir mejorando.Esperamos tener el placer de recibirlo nuevamente en el futuro, ofreciéndole una experiencia aún mejor.Atentamente,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 22 Nov 2024
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Dear Guest,We deeply regret that your experience did not meet your expectations. Your feedback is very important to us, as it helps us identify areas that need immediate improvement.We sincerely apologize for the inconveniences you encountered during your stay. Please be assured that we are taking corrective action to address the issues mentioned and ensure that they do not recur in the future.Our goal is always to provide high quality service and a memorable stay for all our guests. We regret that we did not achieve this on this occasion and appreciate you taking the time to share your experience.Yours sincerely,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 22 Nov 2024
Big disappointment. Rooms were not cleaned properly, all rooms at first and second floor had mildew, we changed room 2 times because of mildew, on the 3rd number first night water started leaking from the ceiling, all room all of our clothes and money and passports get wet, we had to sleep in our friends room because they didn’t send anyone to fix issue or give us another room, gave us room only next day at 4 pm. At public restroom door fell of almost on head of my mother in law. The resort is 6 years old, but looks like will be destroyed in a month or two. Definitely last time visiting them
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Dear Guest,We sincerely regret the inconvenience you experienced during your stay. We understand that situations such as those you describe do not meet the standards we seek to provide, and we deeply regret that this was your experience.Please be assured that we take your comments regarding cleanliness, maintenance and attention to the incidents mentioned above very seriously. Your feedback has already been shared with the appropriate departments to investigate and take immediate corrective action.We would love the opportunity to make amends for your experience and demonstrate the level of service that characterizes our resort. Should you decide to visit us again, we will be committed to ensuring a completely satisfactory stay.Thank you for sharing your experience, as it helps us to improve.Yours sincerely,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 21 Nov 2024
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Estimado huésped,Gracias por tomarse el tiempo de compartir su experiencia. Nos complace saber que en general disfrutó de su estancia con nosotros. Apreciamos sus comentarios y tomaremos en cuenta sus sugerencias para seguir mejorando.Esperamos tener el placer de recibirlo nuevamente en el futuro, ofreciéndole una experiencia aún mejor.Atentamente,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 20 Nov 2024
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Estimado huésped,Gracias por tomarse el tiempo de compartir su experiencia. Nos complace saber que en general disfrutó de su estancia con nosotros. Apreciamos sus comentarios y tomaremos en cuenta sus sugerencias para seguir mejorando.Esperamos tener el placer de recibirlo nuevamente en el futuro, ofreciéndole una experiencia aún mejor.Atentamente,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 19 Nov 2024
The food was poorly
Comment from Hotel Management
21 Nov 2024 by Ocean El Faro Team, Hotel Management
Dear Guest,Thank you for sharing your feedback on your experience. We sincerely regret that we did not meet your expectations in certain aspects of your stay. Your feedback is very valuable to us and will be shared with our team to identify opportunities for improvement.We would love to have the opportunity to welcome you back in the future and provide you with an experience that meets your expectations.We remain at your disposal for any further assistance.Yours sincerely,Johanser MazaraGuest Experience Specialist
by A verified traveler
Posted 19 Nov 2024
Comment from Hotel Management
23 Nov 2024 by Ocean El Faro Team, Hotel Management
Estimado huésped,Gracias por tomarse el tiempo de compartir su experiencia. Nos complace saber que en general disfrutó de su estancia con nosotros. Apreciamos sus comentarios y tomaremos en cuenta sus sugerencias para seguir mejorando.Esperamos tener el placer de recibirlo nuevamente en el futuro, ofreciéndole una experiencia aún mejor.Atentamente,Johanser MazaraGuest Experience Specialist
