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Reviews of Hotel Ojo de Agua

3 out of 5
Hotel Ojo de Agua
0, Cda. Ejército Mexicano Mz 2 Lt 16 SM2, Manzana 2, Lote 16, SM2 Joaquín Zetina G, Puerto Morelos, QROO

Reviews

7.6

Good

Rating 10 - Excellent. 350 out of 1001 reviews" "
Rating 8 - Good. 316 out of 1001 reviews" "
Rating 6 - Okay. 152 out of 1001 reviews" "
Rating 4 - Poor. 80 out of 1001 reviews" "
Rating 2 - Terrible. 103 out of 1001 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

7.0/10

Amenities

6.8/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

8/10 Good

Julie, Aurora

Travelled with partner
Pool wasn’t clean so we wouldn’t use it. Staff was very nice. Beautiful location. Loved being on the sea!
Stayed 5 nights in Apr 2024

8/10 Good

Bradley Lee

Travelled with partner
On beach…… awesome Pool …… no circulation of water looked pretty stagnant so didn’t go in
Stayed 6 nights in Apr 2024

8/10 Good

Tanya

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent price for location! The hotel needs a little tlc but has everything you need, and is especially clean and safe! Best of all is the beach front location and access to the Beach Club is included. Another perk (which was unexpected) is the room had a mini fridge! The staff were friendly and attentive. There is limited seating by the pools. Wifi was excellent and even reached out to some beach chairs! Overall, super happy!
Stayed 5 nights in Apr 2024
Response from Customer Service. on 24 Apr 2024
Greetings,Thank you for your feedback, we are glad that you had such a happy trip, we are always working on offering our best services for you guys, so comments like this let us know we are on the right track.Have an excellent day and we hope to welcome you back soon at your house on the beach.

10/10 Excellent

Ada

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location right on the beach. You can walk to the main streets easily. Our room had a mini fridge which was very helpful! Everyone was so friendly, and the room was very nice. :)
Stayed 5 nights in Apr 2024
Response from Customer Service. on 23 Apr 2024
Greetings, Thank you for your feedback, we are really happy that you had such a pleasant experience and that you enjoyed everything in your stay.Have a great day!

8/10 Good

Mario

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The staff was very nice, the maintenance of the property could be better and the internet service and safety box should be a priority and work in all the rooms.
Stayed 7 nights in Mar 2024
Response from Customer Service. on 23 Apr 2024
Greetings, Thanks for your feedback, we hope you enjoyed your stay, we are currently working on these matters, so be sure we take every comment in account.Have a great day!

8/10 Good

Stan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved my stay at the Auga.such a beautiful beach.the lady making up my room is so polite , happy, and caring, as were all the staff. My vacation was much better than expected
Stayed 8 nights in Apr 2024
Response from Customer Service. on 18 Apr 2024
Greetings, Thank you for your feedback, we are glad that you had a better experience that what you hoped for, comments like yours help us know we are on the right track.Have great day!

10/10 Excellent

Julife

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved our 1 week stay at Ojo de agua! Staff was absolutely awesome, from the front desk to room service! Definitely would book here again
Stayed 5 nights in Apr 2024
Response from Customer Service. on 15 Apr 2024
Greetings, Thank you for your amazing review! We are glad that you had such a great time with us and we'll be happy to welcome you back anytime on your house at the beach.Have an excellent day!

4/10 Poor

Beatriz

Travelled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
The rooms showed in the internet were much nicer than the one that was given to us, I was very disappointed and I asked to change rooms
Stayed 7 nights in Apr 2024
Response from Customer Service. on 15 Apr 2024
Greetings, Thank you for your feedback, we are sorry to know your stay wasn't as pleasant as you hoped, we'll take all your comments in account to improve our services.

10/10 Excellent

Gerald

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very clean room
Stayed 14 nights in Mar 2024
Response from Customer Service. on 11 Apr 2024
Greetings, Thank you for your feedback! We are happy to learn that your stay at Puerto Morelos was pleasant. Hope to see you back here soon.

4/10 Poor

Amanpreet

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The property don't look like the one in pictures. Its very old building with foul smell.
Stayed 2 nights in Apr 2024
Response from Customer Service. on 11 Apr 2024
Greetings, Thank you for your feedback, we are sorry to learn about your experience, please know that we'll take them in account.

6/10 Okay

Giuliana

Travelled with group
Liked: Staff & service, property conditions & facilities
it was good, but not like the pics
Stayed 5 nights in Apr 2024
Response from Customer Service. on 11 Apr 2024
Greetings from Puerto Morelos, Thank you for your feedback, we are glad to know you enjoyed your stay and hope you come back on your next visit.

8/10 Good

Maik

Stayed 3 nights in Apr 2024
Response from Customer Service. on 30 Apr 2024
Greetings, Thank you for your feedback, we are happy to know you enjoyed your stay and hope you come visit us again to your house at the beach.Have a great week.

4/10 Poor

Erica

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The hotel needs alot of updating. The pictures on-line are at least 7 years old. The saving grace is that its right by the beach.
Stayed 8 nights in Mar 2024
Response from Customer Service. on 8 Apr 2024
Greetings, Thank you for your feedback, we are always working on making ourselves better for you, so we'll take your comments in account.We hope you enjoyed your stay.

10/10 Excellent

Jeff

Liked: Cleanliness, staff & service, property conditions & facilities
This is a very clean and quiet hotel with excellent staff. The rooms are super clean and the linens were very cleaned. Perhaps we would like the luxury of a coffee machine in the rooms, but you are steps away from local restaurants. Why bother to brew your own when they make excellent coffee nearby
Stayed 2 nights in Apr 2024
Response from Customer service. on 8 Apr 2024
Greetings, Thank you for your feedback, we are happy to know that you enjoyed your stay and hope to welcome you back again on your next trip to Puerto Morelos.

10/10 Excellent

Aversa

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Some people don’t tell you everything about the place how things work or where are certain places
Stayed 3 nights in Mar 2024
Response from Customer Service. on 1 Apr 2024
Greetings, Thank you for your feedback, we are glad to know you enjoyed your stay and well be sure to take your comments in account.Have a great day!

10/10 Excellent

Adam

Travelled with family
Liked: Cleanliness, staff & service
We stayed at this property from a recommendation of a friend. First of all, the location is perfect. The property is on the beach with great snorkeling access. The restaurant is located next to the pool and was great for lunch and drinks on the beach. The hotel is within walking distances to restaurants, shopping and the city square. The area is very safe. The staff at the hotel were all very friendly and went above and beyond to make our stay perfect. We had planned an excursion on Isla Mujeres and the staff assisted us with getting transportation and translating when needed. We stayed in the family suite. It was spacious enough for our family of 4. The room was clean but a little worn. We had a futon couch which we planned to have one of the kids use but it was very worn with a hole in the middle and not comfortable enough to sleep on. There were also some blemishes similar throughout the room like a hole in the wall and outlet covers that were falling off. We were rarely in our room so not a big deal for us. I have 2 recommendations for improvements that would make this stay perfect in my opinion. First is coffee. A keurig in the room or coffee in the lobby would be great. We are early morning people and like to enjoy a cup outside before our kids get up. There is a coffee stand just a block down the road but it doesn’t open until 7. Lastly a few chairs around the pool for when we wanted to escape the beach. We loved our stay and plan to return.
Stayed 6 nights in Mar 2024
Response from Customer Service. on 1 Apr 2024
Greetings, Thank you for your amazing feedback, we are really glad that you enjoyed your stay with us and we'll be happy to welcome you back any time, on Hotel Ojo de Agua we are alway working on making ourselves better for our hosts so comments like yours help us know we are on the right track. Have a lovely day.

6/10 Okay

Deisy

Travelled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Beds suck
Stayed 3 nights in Mar 2024
Response from Customer Service. on 1 Apr 2024
Greetings, Thank you for your feedback we will take it in account, we hope you enjoyed your stay at Puerto Morelos.Our best to you!

2/10 Terrible

Agnes

Disliked: Cleanliness, staff & service
Stayed 1 night in Mar 2024
Response from Customer Service. on 27 Mar 2024
Greetings from Puerto Morelos, Thank you for feedback, we are sorry you didnt have the best experience we can offer.

6/10 Okay

Simon

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Nice people, beautiful beach front. A little loud and needs some upkeep. (bathroom sink pipe disconnected)
Stayed 1 night in Mar 2024
Response from Servicio al Cliente. on 25 Mar 2024
Greetings, Thanks for leaving a review, happy to know you enjoyed your stay, we will take your comments in account.Regards

4/10 Poor

David, Scarborough

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Customer Service. on 21 Mar 2024
Greetings,Thank your for your review, sorry to know you did have the best experience, we hope that you had a nice stay in Puerto Morelos.

2/10 Terrible

Eleni

Disliked: Cleanliness, staff & service, property conditions & facilities
I liked the area, disliked everything else.
Stayed 3 nights in Mar 2024
Response from Customer Service. on 21 Mar 2024
Greetings, Thank you for your comments, we are sorry to know you didnt have a better experience, we are always working on making ourselves better, so well take your review in account.

8/10 Good

Prairie

Liked: Cleanliness, staff & service, property conditions & facilities
Love it
Stayed 1 night in Mar 2024
Response from Customer Service. on 19 Mar 2024
Greetings,Were happy to learn about your experience with us, hoping to welcome you back soon at your place in puerto morelos.

10/10 Excellent

cesar

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024
Response from C on 14 Mar 2024
We are happy that you enjoyed your visit,Thank you so much for staying with us.Have a lovely day,

10/10 Excellent

Cathy

Liked: Cleanliness, staff & service, property conditions & facilities
This is my second time using this resort, I would highly recommend although I do not want all to now our secret little gem we have found.
Stayed 5 nights in Mar 2024
Response from Customer Service on 14 Mar 2024
We are so glad that you enjoyed your stay!Thank you so much for your visit.Please come back again, Have a lovely day,

4/10 Poor

Renee

Travelled with family
Disliked: Amenities
I loved that the property had a pool, food and drinks. I did not like the room. The first room was awful, toilet seat was broken, door did not close completely and everything was shabby. The next room they gave us was in a great location but there was no place to hang clothes, air-conditioner remote did not work even with new batteries, pool was dirty, only 2 towels for 3 people, grounds were pretty and well kept. Expedia did not specify that there were 2 hotels. One was the beach club the other was not.
Stayed 1 night in Mar 2024
Response from Customer Service on 14 Mar 2024
Thank you so much for your feedback, it really helps us to improve. Be sure we did our best to provide an excellent service. Have a lovely day,

8/10 Good

Glen

Liked: Cleanliness, staff & service, amenities
The staff were great. Vania and Luis at front desk. Martina our cleaning lady was helpful and friendly. Beach front and ac worked great. We would stay again but for short time not long time.
Stayed 3 nights in Mar 2024
Response from Customer Service. on 11 Mar 2024
Greetings,We are glad to hear about your experience with us, your comments make us improve our services, thanks for staying with us, hoping to welcome you back shortly.Lovely week.

8/10 Good

jill

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a issue when we 1st got there. But Salvador, was on top of fixing the problem! He was a wonderful host! Thank you Salvador! We'll be back in November!
Stayed 8 nights in Feb 2024
Response from Customer service on 7 Mar 2024
Mrs. Jill, regards from Puerto MorelosWe appreciate your comments, this makes us improve our services.Salvador is always working very good.Thanks for staying at Hotel Ojo de Agua

10/10 Excellent

Grace

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Place and Great People!
Stayed 1 night in Mar 2024
Response from Customer service on 7 Mar 2024
Mrs. Grace regards from Puerto MorelosWe appreciate your comments, this makes us improve our services, from all staff.Thanks for staying at Hotel Ojo de Agua

10/10 Excellent

Grace

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
The staff was amazingly friendly and helpful. Ièd recommend them and go back!
Stayed 5 nights in Feb 2024
Response from Customer service on 7 Mar 2024
Mrs. Grace regards from Puerto MorelosWe appreciate your comments, this makes us improve our services, We mention to al staffThanks for staying at Hotel Ojo de Agua

10/10 Excellent

Beverly

Travelled with partner
Liked: Cleanliness, staff & service, amenities
It's all very good, and very friendly. We will be back next year, and send family and friends as well.
Stayed 1 night in Mar 2024
Response from Customer service on 7 Mar 2024
Mrs. Beverly regards from Puerto MorelosWe appreciate your comments, this makes us improve our services, Thanks for staying at Hotel Ojo de Agua

6/10 Okay

ken

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Pictures in the add are from about 10 years ago. Property has deteriorated since then. Roof top patio no longer exists. Smell of sewage in the bath room.
Stayed 1 night in Feb 2024
Response from Customer service on 7 Mar 2024
Regards from Hotel Ojo de AguaThank you for your comments, This makes us improve our services, and we feel disappointed to hear that your experience with us, wasn’t the best. We want to let you know that we always give you the best service. Pictures are from 3 years ago, we are requaring new ones. yes No rooftop, we are checking from where is coming from that information, we do not have on systemsHappy week.

8/10 Good

DOUGLAS

Travelled with family
PERSONAL GLASSWARE AND 3 CUP COFFEE POT IN ROOM WOULD BE NICE.
Stayed 10 nights in Feb 2024
Response from Customer services on 7 Mar 2024
Mr. Douglas regards from Puerto MorelosWe appreciate your comments, this makes us improve our services.We send your comments to managment Thanks for staying at Hotel Ojo de Agua

10/10 Excellent

George

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Vania at front desk is super friendly, kind and resoectful. I really appreciate her service
Stayed 3 nights in Feb 2024
Response from Customer service on 7 Mar 2024
Regards from Hotel Ojo de AguaThank you for your comments, This makes us improve our services, We want to let you know that we always give you the best service. Vania say thank you for remember her Happy week.

10/10 Excellent

Tom

Travelled with partner
We enjoyed the atmosphere around the property and the opportunities close by such as snorkeling and restaurants
Stayed 4 nights in Feb 2024
Response from Customer Service on 1 Mar 2024
We really appreciate your review, thank you so much for your visit.Hope to see you again!

8/10 Good

Igor

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, friendly staff
Stayed 3 nights in Feb 2024
Response from Customer Service. on 26 Feb 2024
Mr. Igor regards from Puerto MorelosWe appreciate your comments, this makes us improve our services. We are delighted to read about your amazing experience with us, Thanks for staying at Hotel Ojo de Agua

10/10 Excellent

Nicole

Liked: Cleanliness, staff & service, property conditions & facilities
Awesome front staff. Helpful and kind! Great location.
Stayed 1 night in Feb 2024
Response from Customer Service. on 22 Feb 2024
Mrs. Nicole, regards from Puerto MorelosWe appreciate your comments, this makes us improve our services. We are delighted to read about your amazing experience with us, Thanks for staying at Hotel Ojo de Agua

8/10 Good

Dave

Travelled with partner
Liked: Cleanliness
Location was key. Accomodations, as expected, were adequate.
Stayed 7 nights in Feb 2024
Response from Customer Service. on 22 Feb 2024
Mr. Dave regards from Puerto MorelosWe appreciate your comments, this makes us improve our services. We are delighted to read about your amazing experience with us, Thanks for staying at Hotel Ojo de Agua

10/10 Excellent

Jacob

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Customer Service. on 22 Feb 2024
Mr. Jacob, regards from Puerto MorelosWe appreciate your comments, this makes us improve our services. We are delighted to read about your amazing experience with us, Thanks for staying at Hotel Ojo de Agua

6/10 Okay

S

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The location was ideal but the facilities look tired.
Stayed 3 nights in Feb 2024
Response from Customer Service. on 22 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this makes us improve our services and we are disappointed to know that your experience with us was not the best. We want to let you know that we always give you the best service.Happy week.

10/10 Excellent

Brenda

Stayed 4 nights in Feb 2024
Response from Customer Service. on 21 Mar 2024
Greetings!Thank you for your comments, we are glad to know that you had a great experience with in Puerto Morelos and hope to be able to welcome you back on your next trip.

6/10 Okay

Cindy

Travelled with partner
The staff were friendly and helpful but the property was nothing like the photos online. Very rundown and in need of some tlc. The housekeepers do a great job, the place was clean just old. The safe was broken, no bedside table lamps, lighting in the bathroom was terrible, no kleenex or water provided. No chairs around the pool either only two sun beds? Laundry service was great. The location is very noisy, the restaurant/bar attached had loud music the whole time so we could not enjoy the pool or beach front. Also local restaurants have live bands that play late and sound echoes throughout the area. If you don’t have big expectations then this is the place for you but we think it is way over priced for what you get.
Stayed 2 nights in Feb 2024
Response from Customer Service. on 22 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this makes us improve our services and we are disappointed to know that your experience with us was not the best. We want to let you know that we always give you the best service.Happy week.

8/10 Good

Jesse

Travelled with family
Liked: Staff & service
Decent beachfront accomodations. No water available to purchase in the hotel, no water provided
Stayed 1 night in Feb 2024
Response from Customer Service. on 19 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this makes us improve our services and we are disappointed that your experience with us was not the best. We always give you the best service.Happy week.

4/10 Poor

Charles

Travelled with partner, Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
We felt the property was not kept up at all. The cushions on chairs were completely rotten, as was the lounger by pool. No chairs around pool area. Room was very “bare bones”, no mirrors, no facecloths, fridge was way too cold. The worst part was we believed we were getting a much better hotel based on the photos you advertised, as we would not have chosen your property as it is. We will not recommend your property to anyone.
Stayed 2 nights in Feb 2024
Response from Customer Service. on 19 Feb 2024
Thanks for your visit,We are sad to know that you will not stay with us again, we greatly appreciate your feedback so we can improve our services.Regards,Hotel Ojo de Agua

8/10 Good

jodi

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The beaches were well captain, beautiful Just found that drinks and food was a little bit expensive for every day expense Staff was friendly and willing to help out Rooms were nice and clean Ended up going buying our own chairs and taking our cooler to the beach so we didn’t have to continually buy our drinks Which seems like a lot of people do that down there a lot of people had their own chairs and coolers
Stayed 3 nights in Feb 2024
Response from Customer Service. on 19 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this makes us improve our services and we are disappointed that your experience with us was not the best. We always give you the best service.Happy week.

10/10 Excellent

Monica

Travelled with partner
Liked: Cleanliness, staff & service
Beautiful beach pool and staff. Liked that I could bring my own food and booze to beach
Stayed 2 nights in Feb 2024
Response from Customer Service. on 16 Feb 2024
Mr./Mrs. [] regards from Puerto MorelosWe appreciate your comments, this makes us improve our services. We are delighted to read about your amazing experience with us, Thanks for staying at Hotel Ojo de Agua

8/10 Good

Cindy

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Our room had mold on the walls; however the staff were quick in cleaning it best they could after we told them. The loungers are in need of repair and new cushions. You definitely wont sit on them without a cushion. The location is perfect!
Stayed 2 nights in Feb 2024
Response from Customer Service. on 15 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this helps us improve our services. We always give you the best service.Happy week.

8/10 Good

Jim

Travelled with partner
Liked: Staff & service
Everything was fine
Stayed 2 nights in Feb 2024
Response from Customer Service. on 14 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this helps us improve our services. Happy week.

10/10 Excellent

Monica

Liked: Staff & service, property conditions & facilities
The staff and bech were awesome!!
Stayed 5 nights in Feb 2024
Response from Customer Service. on 14 Feb 2024
Mrs. Monica regards from Puerto MorelosWe appreciate your comments, this makes us improve our services. We are delighted to read about your amazing experience with us, Thanks for staying at Hotel Ojo de Agua

6/10 Okay

Manuel

Stayed 4 nights in Feb 2024
Response from Servicio al Cliente. on 14 Feb 2024
Saludos desde Hotel Ojo de AguaGracias por sus comentarios, esto nos hace mejorar nuestros servicios y nos decepciona saber que su experiencia con nosotros no fue la mejor. Queremos hacerle saber que siempre le damos el mejor servicio.Semana feliz.

8/10 Good

Genevieve

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Customer Service. on 14 Feb 2024
Greetings from Hotel Ojo de AguaThank you for your comments, this helps us improve our services. Happy week.