Ocean El Faro

Ark is was absolutely amazing. He went above and beyond every step and nothing was ever asked of him. He just simply did everything he could to make our stay perfect. He treated us like we were his only guests! This is our second time at this resort with Carlos and both experiences have been the same! Perfect!

Unfortunately, our experience at this resort was very disappointing, particularly when it came to customer service. We arrived quite late on our first night. The main buffet was still open for another 30 minutes, and my family and I were exhausted and hungry, so we quickly went to get some food. The waitresses were already busy preparing to finish their shifts. Every time we tried to sit at a table that had just been cleared, someone came over and told us we could not sit there. When we asked where we were supposed to sit, we were impatiently pointed toward another area, but the table we were directed to did not even have water glasses or cutlery. We were left confused and had no idea where we were actually supposed to sit and eat. The poor service continued throughout our stay. I had breakfast at the main buffet every day, and only twice did anyone offer me coffee. On all the other mornings, I was completely ignored. I understand that staff have busy shifts, but basic hospitality and attentiveness should still be expected at an all-inclusive resort. The most upsetting incident was finding a cockroach in our room. I have a severe fear of insects, so this was extremely distressing for me. I called customer service and was told that someone would be sent to clean and address the issue. However, no one ever came. We left the resort without anyone coming to check on the situation or follow up with us. Unfortunately, these were not isolated incidents. There were many other similar situations throughout our stay where we felt ignored, dismissed, or simply not cared for as guests. The resort itself has some nice facilities, but good facilities cannot make up for consistently poor customer service. What made the experience especially disappointing was that when we raised concerns, we were repeatedly told that someone would help, but the promised follow-up simply never happened. I hope the management takes this feedback seriously and improves staff training, communication, and follow-up with guests. At a resort of this standard, guests should feel welcomed, respected, and cared for—not ignored or left to figure things out on their own.

Joel was an amazing butler. Very attentive and accommodating. He made our stay enjoyable.

Hi my sister hasbjust returned and I am booked in August shebdoesbnot leave review but has had an average stay however I am concerned with the poor reviews and no comments from management please can you comment on these we have paid alot of cash to stay with you and it is a special birthday four of us shall be celebrating i do not want to stay in a poor room worried if things get stolen like everyone says the coffee shop is a joke to wait for why no more staff when everyone says the same.electric sockets not covered doors hanging off please read the poor reviews and reply.

We had a great family stay, there were 6 of us ranging from 3-64. Few things to note - Cons- The pools had a lot of missing tiles which was dangerous and just made it look a bit unkempt. Also the drains at poolside are very unstable, my husband fell through one. They ran out of coke zero for about 4 days...not a huge deal but meant there were no zero sugar soft drink options The coffee shop was slow. Waited 45 mins for a smoothy one day to get to the front and they had none. Staff wandering around not doing much with just one serving. They could learn from the pool bar guys who constantly keep the queue moving. No french fries at the buffet (apart from American night) i know...try different things and all but sometimes your kid just wants chips! More chairs needed in the main plaza at night. The kids club - the outdoor playground had no shade so was unusable and the stuff inside was pretty poor. The girls were good though and they did some nice activities in the square at night- tattoos, canvas painting etc. Pros- Great service from ESTAFANY at the sports bar! She really looked after us. The a la carte restaurants, we really enjoyed them all, Italian was our least favourite. Steakhouse and Route 66 our favourite. We enjoyed the layout- the long main street had a village feel. The soft serve ice cream at the burger bar was amazing but hit and miss on whether it would be working/ they would have cones. El beso areas (restaurant and bar) were lovely but so quiet. The beach party on weds was good fun. Lazy river was good with some fun fast parts. It would be great if all the buckets and jets worked. We did a trip to Scape Park though tui. Highly recommend.