Need better customer service
Jul 8, 2026 Stacey B
My husband and I were married at Ocean Coral Spring, and our stay was from June 28 to July 5, 2026. We brought 61 family members and friends to celebrate our destination wedding, booking over 21 rooms at the resort. Ocean Coral Spring played a significant role in one of the most important weeks of our lives.
To begin with the positives, the…
Read more
My husband and I were married at Ocean Coral Spring, and our stay was from June 28 to July 5, 2026. We brought 61 family members and friends to celebrate our destination wedding, booking over 21 rooms at the resort. Ocean Coral Spring played a significant role in one of the most important weeks of our lives.
To begin with the positives, the resort itself is absolutely beautiful. From the moment we arrived, we were welcomed with rum punch and warm smiles from the staff. As part of our wedding booking, we were upgraded to a Privilege Suite, which we were very pleased with. Many of our guests who arrived early also commented on how beautiful their rooms were.
Two staff members truly stood out during our stay.
Our butler, Ardley, was exceptional from start to finish. He was attentive, professional, and always willing to help. He took the time to explain the resort and its amenities, assisted us whenever we encountered issues with the front desk, and consistently checked in to ensure we were comfortable and had everything we needed. His level of service reflected exactly what we expected from a five-star resort, and he played a big part in making our stay more enjoyable.
We would also like to recognize Moya, who provided exceptional service. Since our departure was scheduled for 5:30 a.m. and all of the resort’s restaurants were closed, she thoughtfully arranged for us to have a light breakfast before we left for the airport. It was a small gesture that made a big difference after such a busy wedding week. Her kindness, attentiveness, and willingness to accommodate us demonstrated genuine hospitality, and we truly appreciated her efforts.
Unfortunately, after the initial excitement, our experience began to decline.
The housekeeping service in our suite was far below what we would expect from a five-star resort. We had to contact housekeeping several times throughout our stay. A pen remained under the desk for several days before it was finally picked up, sand was left on the floor without being swept, the shower was not properly cleaned and still had hair in it, our hand soap was not refilled, and we repeatedly had to call for toilet paper and a box of Kleenex. These are basic housekeeping standards that should have been taken care of without guests having to repeatedly request them.
Another disappointment was the aggressive sales approach from Nexus. Less than 24 hours after our arrival, at approximately 8:00 a.m. the following morning, Nexus called my husband in our room to encourage us to book excursions. We had barely settled into our vacation. After declining, we were repeatedly approached throughout our stay about purchasing excursions, buying a timeshare, and placing a deposit for another stay at Ocean Coral Spring. While we understand these services are offered as part of the resort’s business, there is a time and place. We were there to celebrate our wedding, and we often felt pressured while simply trying to enjoy breakfast or relax. It became more of a sales experience than a vacation.
As for our wedding planning, our coordinator, Khadine, was professional, responsive, and attentive to our emails. We appreciate the time she invested in communicating with us throughout the planning process.
Initially, my husband and I were not interested in the resort’s wedding package because it exceeded our budget. However, we ultimately selected the option that best fit our needs, even though it was significantly more expensive than we had hoped.
My husband raised some of our concerns with Jose Guillermo, the Resident Manager. While we appreciated that he responded to our emails and provided a small discount, the resolution did not truly reflect the value of bringing 61 guests and booking more than 21 rooms at the resort. We expected Ocean Coral Spring to recognize and appreciate the business our group brought by offering greater flexibility and going above and beyond to ensure we had an exceptional experience. Instead, we found ourselves paying additional fees for services that many resorts often include for destination wedding groups. For example, if we had wanted the resort staff to set up our reception décor, we would have been charged an additional $250 USD. Thankfully, some of our family and friends volunteered to help us with the setup.
One of the most stressful moments occurred on our wedding day. Our officiant, who is also our cousin, was delayed at the front desk because his room was not ready, and staff were unaware of his arrival, despite us having communicated this information in advance. As a result, our ceremony started approximately 40 minutes late. On what should have been one of the happiest and most organized days of our lives, this created unnecessary stress.
Throughout our stay, we also found the front desk service to be slow and lacking urgency. Guests often waited a long time for assistance, even when other staff members appeared available. The check-in and check-out process also felt outdated and could benefit from modernization to improve efficiency and the overall guest experience.
One area that was particularly disappointing during the planning process involved our reception venue. From the very beginning, my husband and I envisioned celebrating in the Piano Bar. It is one of the most beautiful and unique spaces on the property, overlooking the beach, and it perfectly suited the intimate atmosphere we wanted for our reception.
During the planning process, our wedding coordinator strongly encouraged us to move the reception to one of the ballrooms instead. However, she also shared that the Piano Bar had successfully hosted wedding receptions in the past. As a couple investing in a destination wedding and bringing 61 guests while booking more than 21 rooms, we expected a more customer-focused response. Instead of encouraging us to change our vision, we would have appreciated hearing, “We’ll make it work for you.” Great customer service is about finding solutions and helping create the experience your guests envision whenever possible.
In the end, we did have our reception in the Piano Bar, and it turned out beautifully. We are grateful for that. However, the planning process surrounding the venue created unnecessary stress that could have easily been avoided with a more accommodating approach.
Having worked in customer service and event planning myself, I know that creating memorable experiences means listening to your customers, being flexible where possible, and making them feel valued. When a couple chooses your resort for one of the most important days of their lives and brings 61 guests while booking over 21 rooms, they should feel like valued partners, not simply another reservation.
Ocean Coral Spring is a beautiful resort with incredible potential. Many of the staff members we encountered were warm and welcoming, and employees like Ardley and Moya exemplified the level of hospitality we hoped to experience throughout our stay. Unfortunately, the inconsistent housekeeping, aggressive sales tactics, slow front desk service, and lack of flexibility in accommodating our wedding vision prevented our overall experience from living up to the five-star standard we expected.
We sincerely hope this feedback is taken constructively. Weddings are once-in-a-lifetime occasions, and couples place an incredible amount of trust in the resorts they choose. We hope Ocean Coral Spring takes the opportunity to improve these areas so that future couples and their families receive the exceptional experience they deserve.
Read less
