TripAdvisor Traveller Reviews
Very poor customer service
On October 8th 2018, while in Cancun, my wife and I went to the Red Casino to do a little gambling. After a few hours there, it was dinnertime, so we looked around the affiliated resort, Grand Oasis for someplace for dinner. We came across a modest poolside café, Sarape, and ordered dinner. The service was a little slow, but the food was OK. When I asked for the check, we were informed that this restaurant was part of an all-inclusive resort, and the server did not know how to handle this situation. After consulting with the Head Waiter, our server sent us to the front deck of the Grand Oasis to handle the bill. The desk staff was very unprofessional, acting like it was our fault, even though we told him that the restaurant did not ask to see any wristband or ask us if we were staying at that resort. After about an hour wait, the front desk told us that we owed them $41 USD a piece or a total of $82. This was more expensive than most of our meals we had had in Cancun. We challenged that cost, but were threatened that they would call the police if we did not pay the full amount (we had offered to pay a lower, more reasonable amount). They ultimately “wore us down” and we paid the $82. They had an opportunity to provide reasonable customer service and they choose not to. Needless to say, we will not go back to that property again.
Beutifal vie,good food,love the special resturants, for an example white box and the dinner on the beach.
Started off rough bad room no A/C and a view of a palm tree and a courtyard not whatI expected went down and had a talk with the director Andrea Bosia ,he immediatley fixed the problem and had my room to ocean view and got me with the supervisor Marijose Luevano and made my anniversary visit one of the best anniversary's I ever had. Thank You guys very much.
Party resort, where a younger crowd that doesn't expect luxury has a blast!
Grand Oasis is a blast for people who want to party, lay around, drink great drinks, swim, and eat decent food (I didn't say great..lol)! I loved being at this resort because of the bartenders were so fun. My crew of 10 tipped the bartenders $1 each while we hung around their tiki bar areas and they made conversation with us and remembered us by name after the first few nights. We stayed for a week. They had several restaurants but most of them we couldnt eat at because there are differently levels of packages you can purchase within the same resort, so look into those!
The beach was nice but they strictly enforce that you must pay to lay on their "bed" type beach layouts. The swim up bar was really fun, people get pretty out of control in that area sometimes- as in its fun for people drinking, but not somewhere you want to bring kids, reserved people, or party poopers. They had a circus and some cool shows while we were there. 2 of the 4 rooms air conditioning stopped working which sucked, and they never got around to fixing it the last couple days. We each received one beach towel and they would not give us another one which was weird.. and kind of gross. We also paid for ocean view rooms but then once we added another person onto our trip last minute they made her purchase a room all to herself, and moved our whole crew to other rooms with a courtyard view.. some of the people we were with were pretty upset by that! They give you a bracelet you have to keep on the entire time to signify that you are a part of the all inclusive resort. There is one night club called Coyotes- That gets pretty wild, its fun though. All in all I'd recommend this resort to a younger crowd!! It gets crazy busy during spring break though, so beware it will take 20 minutes to get a drink rather than 20 seconds during the first couple weeks of March!
The Excursions that we booked through the hotel were the best part!
Relaxing stay, great staff.
Stayed for 2 nights after travelling in Central America for 33days. Was a great place to unwind. The pool, the beach, the variety of things to do are excellent.
People do need to manage expectations though because this is a popular spot for spring breaker type crowds. You will get some loud, obnoxious guests. Wait times for restaurants can be long if the hotel is busy.
Additionally if you do want everything inclusive, stay in the pyramid. Some things are exclusive to pyramid guests which I was unaware of when I booked.
What made this a great stay was one of the staff members (Raphael, the concierge in building 3) bent over backwards to make sure that my stay was extremely enjoyable. If I had issues in my room he was quick to resolve them in a timely and professional manner. He also took time to recommended me places within the resort, tailoring my experience, for a single traveller who just wanted to relax.
It was staff like Raphael that would have me coming back to the Grand Oasis.
Just returning from a 3 night stay and wanted everyone to be aware. Rooms are outdated, ceiling leaking throughput building. Plaster from ceiling falling down, a/c in room was warm at best. Went to Mexican restaurant late at night and sat 35minutes without anyone taking my drink or food order. Went i asked staff why the delay he said "you lie" and walked away. Food was at best a 2/5, had to pay for room service food which i was shocked and minimal options. Almost impossible to get alcohol before 11( a waiter snuck me a draught) and barely anywhere to get alcohol after 12. Stayed at many all inclusive restorts and will never ever stay here again.
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