The Fives Oceanfront

Exceeded our expectations in all areas. Friendly, professional staff, incredible food, beautiful rooms and a fantastic location. If you are an experienced traveller with extremely high expectations then this could be a perfect choice for you.

I stayed at The Fives Oceanfront in April 2025 and purchased the all-inclusive package. Despite this, I was required to leave a 3,000 peso deposit. Since my credit card had been compromised, I used my Visa Debit and was assured the deposit would be refunded at check-out. Unfortunately, when I went to check out, I was told I needed to speak with the manager to process the refund—who wasn’t available at the time. I had a flight to catch and couldn’t wait, so they provided me with the manager’s email address. I emailed him from the airport and again two days later, and still haven’t received a response or my deposit back. This is especially frustrating because I had read reviews warning about hidden fees. I even went to the front desk the night before to confirm I’d get the deposit back in the morning, as I was leaving early. I made every effort to avoid exactly this situation. I still have not received my deposit back. Beware of this policy and lack of accountability.

This was a nice hotel but a couple negative aspects took away from the overall experience. Good: - Beautiful property and nice staff - Breakfast at on-site restaurants was very good - Beautiful and well maintained beach (they clean up the seaweed) Bad: - The rooms with kitchenettes don't come with any supplies. No plates, silverware, cups, let alone pans etc. - There are not enough beach and pool chairs. Guests will wake up at 6am and "claim" them by putting a towel or book on there. If you don't wake up that early, there are no chairs left for you. The staff doesn't do anything about this. - Be careful if you use transportation arranged by the hotel. We used them for an airport transfer - which was $95 USD - and got dropped off at the wrong terminal even though they had our flight info. We almost got scammed into a $100 taxi to the correct terminal before we realized there was a shuttle. Afterward we saw signage that this is also a safety issue. When reported to staff, all I got was a sorry. When reported to management, they didn't respond at all.

The Fives Oceanfront Riviera Maya, Puerto Morelos, Mexico April 5, 2025 – What began as a highly anticipated family vacation at this supposedly "luxury" beachfront property quickly unraveled into a dangerous, stressful, and financially devastating experience – one that exposed serious gaps between their marketing and reality. A Preventable Trauma & Medical Ordeal The moment plays in slow motion in my memory: one second, relaxing under the Mexican sun; the next, a heavy, unsecured beach umbrella – its broken base clearly visible – catapulted by a gust of wind directly into my skull. The impact was so severe that nearby guests gasped, and I immediately experienced blurred vision and searing neck pain. What followed was 12 agonizing hours at Hospital Cancun, two CT scans, neurological evaluations, IV pain medications and… drum roll!! A $8,000 USD medical bill – all because the resort couldn’t be bothered to inspect or secure their umbrellas. The resort’s response? A very public check-in the next day (from a senior member of the management), followed by an offensive offer of a "complimentary future stay" – as if we’d ever risk returning to a property that values cost-cutting over guest safety. The "All-Inclusive" Hunger Games: A Masterclass in False Advertising The resort’s website boasts "unlimited gourmet dining" and "a variety of restaurants." Reality? A dysfunctional system that left guests hangry and frustrated: The Bait-and-Switch Restaurant Scam • ROMarley: The only option for breakfast and lunch daily, plus dinner on alternating nights when Al Mare was closed • Al Mare: Open only for dinner on alternate days, and only when ROMarley wasn’t open. • Kiin Rooftop: Not serving any breakfast or dinner, only serving lunch-time snacks to adult-only guests at the resort. This deliberate limitation (likely to cut costs) resulted in: • 2-hour waits for tables, even with reservations • Tiny "gourmet" portions that required ordering 3+ dishes to feel full • Snack bars that were perpetually "out of stock" of anything substantial • $5 room service fees – an absurd charge at an "all-inclusive" resort Vegetarian? Expect Contamination & Carelessness. My parents are strict vegetarians and with limited vegetarian options in the menu for them, we made a simple special request: just rice and vegetables. What arrived? • Undercooked rice on more than two occasions • A piece of fish placed on top When we alerted staff, they: 1. Took the plates away 2. Removed the fish 3. Returned the same contaminated plates – now with visible fish oils soaked into the rice Other lowlights included: • A "lentil salad" served without lentils (just lettuce and dressing) • Limited protein options beyond cheese, and a plant based burger, despite promises of "plant-based cuisine" The Broken System for Dietary Needs: • "Special requests" required 1+ hour notice to the head chef • Even when approved, front-line staff were completely unaware of the arrangements • No coordination between kitchen and service teams meant:  Wrong meals delivered  Additional 30-60 minute delays  Frustrated servers rolling their eyes at "complicated" orders Exposing Their Website’s Deceptive Marketing A quick comparison of their promises vs. reality: What They Advertise - "A variety of dining options" - "Unlimited gourmet dining" - "Attentive service" - "Luxury beachfront experience" - "All-inclusive convenience" What We Got - One restaurant open at a time - Tiny portions, 2-hour waits - Staff who re-served contaminated food - Dangerous, unsecured umbrellas - $5 room service fees, empty snack bars We Weren’t the Only Victims, dozens of families we met shared similar horror stories: • Parents with hungry toddlers stranded with no quick meal options • Guests who gave up and paid for off-property meals – defeating the purpose of "all-inclusive" Our Warning to Future Guests This isn’t just a "bad experience" – it’s a pattern of negligence and deceptive marketing. This is not a resort suitable for families with kids. Save your family the stress, danger, and financial risk – book elsewhere. Holding Them Accountable: @TheFivesHotels @PROFECO @Transat @VisitMexico #ResortScam #LuxuryLie #CancunWarning (Medical records, and photo evidence available. Their negligence is well-documented.)

This luxury hotel was nothing short of amazing. We took on the all inclusive package and for 4 days and 3 night. We took advantage of all the food options and not one restaurant or service had any hiccups. The service was exceptional! The staff checked in on our experience, were patient with us and very kind. The resort itself is beautiful! We had a room on the first floor and had some hesitation about how nice the view would be but once we saw it, it was a view of Mexico’s natural vegetation and felt very serene and private. The hotel has a beautiful view of the water in its lobbies and rooftop so we didn’t feel like we missed out on the water We’ll always look back on the stay at the fives oceanfront as an experience to brag about. Thank you!