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Haniyeh A

Do not book this hotel - health and safety issue

1.0 of 5 bubblesReviewed 16 Jul 2024
We booked this hotel to celebrate our wedding anniversary and my pregnancy.
This was the worse holiday we ever had.
This hotel is not even 2 star !
My husband got food poisoned, the food was awful and dirty. While we were there we experienced hurricane for half a day and for 3 days we had no power , internet or decent food.
- Raccoon - risk of rabies walking freely in kitchen and restaurant
- Bugs and flies sitting on plates in restaurant
- broken tiles all around the pool, 3 people got injured in 1 week we stayed there.
It is extremely dirty and unsafe , even the road that get you to the hotel is awful and completely flooded .
It is not a safe location , zero entertainment .
Do not waste your money.
Zero customer service .
Date of stay: July 2024
Trip type: Travelled as a couple
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this review
Responded 26 Jul 2024
Dear guest,

We deeply regret that your stay did not meet your expectations, especially on such a special occasion. Your feedback is invaluable, and we are committed to addressing the issues you raised. We strive to ensure a safe and enjoyable experience for all our guests, and we will take immediate steps to improve.

Thank you for bringing these concerns to our attention.

Fins up!
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 14 July 2024

My husband and I loved that this resort was smaller but still had many activities to do. The pools were all clean and the water temperature was great. The beach however was disappointing.. The water was beautiful the first two days we were there but with all the seaweed it turned a brown colour and no one was really swimming in it. All of the bars made excellent drinks and we have to say Alfredo (I think that was his name) took pride in the drinks he made for guests. The rooms were clean, bed super comfortable and housekeeping was done daily by Alex, who ensured we stayed stocked with water. The food had to of been our fav thing, the Italian restaurant is to die for. I did get sick my second night but took pepto and was fine for the remainder of our trip. We met Jesus, the hotel ambassador who took care of any issues (which was only one - our shuttle did not show up to pick us up and he helped us sort that out. I would love to visit this resort again in the future!

Date of stay: July 2024
Trip type: Travelled as a couple
1  Thank Ashley B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 19 July 2024

Dear Bashley,

Thank you for your detailed review! We're delighted you enjoyed our activities, clean pools, and exceptional service from Alfredo and Alex. We apologize for the seaweed issue; it's a natural challenge we continually address. We're glad Jesus could assist with your shuttle.

We appreciate your kind words about our food and look forward to welcoming you back in the future!

Fins up!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 July 2024 via mobile

If you vacation on regular basis. This resort is bucket list Item. It’s Margaritaville, Enough said.
The resort itself it’s small compared to other Brands but they make it up in ambience. The Floating tacos aka Avocado Boat, Well it’s a sight to see and admire. The staff makes it a memorable experience also. Let me start with some of the bartenders at the license to chill. Castro and Santiago, the best!
Erika house keeper, made more than effort to make my stay as comfortable as it can be, Marye customer experience maybe feel welcome from the time I arrived.
Again this is a Bucket list item. I can check my list now.

Room tip: If you are in a tight budget, save a little more. The resort is not for the faint of heart.
Date of stay: July 2024
Trip type: Travelled solo
2  Thank 1974JMR
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 19 July 2024

Dear guest,

Thank you for the amazing review! We're thrilled to hear you enjoyed your stay. Our unique ambiance, floating tacos, and exceptional staff, including Castro, Santiago, Erika, and Marye, truly make a difference. We're glad we could be a memorable part of your bucket list experience.

We look forward to welcoming you back to our slice of paradise!

Fins up!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 July 2024

We stayed 21st June to 2nd July and had some very rainy days.
On arrival at the hotel our check in seemed to be quite long. We were allocated a Junior Suite but changed to one of the Paradise rooms near the chill pool. These rooms are much smaller and not as plush but the location is perfect. Despite me accepting a downgrade, they still tried to upsell an ocean facing room, they were all partial ocean facing so this was an unnecessary upsell and annoyed me a little. On speaking to other people they were given rooms closer to the ocean with no extra charge.

The hotel grounds are amazing and it is pure paradise. We loved the smaller hotel and everything was wonderful.
Housekeeping was very efficient daily with no issues.

I loved the coffee shop in joes Merchants and the sandwiches and snacks were fabulous. It was a wonderful concept just going along and getting as many drinks and snacks as you like. Special thanks to Rosie, Eliz and Moises in Joes Merchants who served me multiple times daily.
We hardly used any points and bought some alcohol to bring home.

Each morning I attended Pilates on the jetty with Landy, I had 1-1 sessions as no one else turned up. Landy was wonderful and was able to adapt each session to my individual needs.
I also did painting and bracelet making ( to pass the time when it was raining) thanks to Tania and Angy and also for Alex in the entertainment team.
The activities were a bit hit and miss, it would be better if they had a set daily schedule for staples such as Aqua Aerobics, we would be told the class would be on then no one would turn up. This happened several times.

Restaurants
The beach house is a great setting. The chairs are very uncomfortable 🤣
The breakfast buffet isn’t vast and could do with a few more sweet pastry choices. Other than that it’s great, you can get breakfast alcohol drinks such as Mimosas. The staff are always accommodating. There is hardly ever a queue for eggs and if there is a queue it’s gone quite quick.
The lunch menu in beach house is great with the Thai fish cakes, wings and fish and chips some of my favourite meals.
The menu for the Beach house changed in the evening.

Rita’s Tacos is a great setting for lunch. Great food.

Franks and Lola’s and Latino were also really great food.
If I had one criticism about the restaurants it’s that it could do with another choice, such as Asian. When we were there occupancy was low so we had 3 visits each to Latino and Frank and Lola’s and it did become repetitive . Food was good though. Because of low occupancy there were only 2 restaurant choices most evenings alternating the restaurants.

You need to make reservations at the restaurants as they can be awkward if you turn up without a reservation and we saw them frequently turn people away at only 8.30pm and then there would be no more restaurant options to choose from.

Bars
The Compass Bar is small and hot and busy when it’s raining, perhaps they could do the entertainment in the reception area near the swinging beds when it’s raining as it seemed like such an underused space but it was much bigger.

Our favourite is the 5 O’clock bar but that closed at 11 and then we went inside to Compass which closed at 12.

The beach is pure paradise and yes it does have some seaweed but they try and keep it clean and move it daily. We managed to have dinner and BBQ lunch on the beach during our stay which was great.

The pools are lovely, the chill pool used to be the children’s pool in a former hotel so it’s very shallow.

The shop is ridiculously expensive and I’m sure if they lowered the prices they would sell some products. A T shirt or cap would set you back £50-£60, such a shame the prices were so high.

Thankyou to Carlos, Emilio and Antonio, Rafael some of the restaurant servers.

Also Jesus who is super in walking round checking in on everyone daily and making sure that everything is ok and making sure restaurant bookings have been made.

The hotel is a little disorganised and there is some room for improvement, however overall our stay was fabulous, also partly down to meeting some fabulous people too.
We would definitely return here it was a wonderful holiday.
Thank you to everyone who looked after us.

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank sharon s
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 19 July 2024

Dear Sharon,

Thank you for the detailed review and kind words about our staff and facilities. We're glad you enjoyed your stay, despite the rain and minor inconveniences. We'll work on improving the restaurant scheduling and activity consistency. Your feedback is invaluable, and we look forward to welcoming you back for another wonderful holiday in paradise!

Fins up!

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Reviewed 11 July 2024

My sister in law has been coming to this hotel site 2017 and recently this year a group of 8 family members came in May 2024. My other sister in law has booked for next year.

I travel to Dubai 5 times a year ( family holiday ) and of my first time experience at Ikos Oceania, this hotel has won me over.

I’m currently staying at Ikos Oceania and it excels in customer service. The staff ( well most ) live and breathe customer service. They truly want you to have an awesome stay and will go over and beyond to ensure you have the most amazing time. So far I’m speechless .

The staff are outstanding, but i would like to thank Stavros ( Guest relations ) Vasilis in the Favours restaurant and George who works tirelessly but always has a smile as bright as the sun, on the beach.

Date of stay: July 2024
Trip type: Travelled with family
Thank Sharon S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 20 July 2024

Dear Sharon,

Thank you for your glowing review! We're thrilled to hear that our resort has won you over and that our staff made your stay exceptional. We appreciate your kind words about Stavros, Vasilis, and George.

We look forward to welcoming you and your family back next year!

Fins up!

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Reviewed 9 July 2024 via mobile

Before going back to the US after almost 3 years in Portugal we once again stopped in Morelos. Paradise on Earth like always. I was super super satisfied and will surely choose Morelos all the times here in Mexico . Kids were super happy like always and spicy food was just amazing

Date of stay: July 2024
Trip type: Travelled with family
Thank Lucas D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 20 July 2024

Dear Lucas,

Thank you for your wonderful review! We're delighted you had an amazing stay and that your kids enjoyed it too. Our spicy food and paradise-like setting are here to welcome you anytime.

We look forward to seeing you again on your next visit to Mexico!

Fins up!

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