Apple Vacations Customer Satisfaction Score
What to expect
688 past Apple Vacationers would recommend Grand Oasis Cancun to their friends and family
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TripAdvisor Web Reviews
What to expect
Apple Vacations Traveller Reviews
At check in we were in line waiting for about an half our when a group came in they stop checking our line and moved on to the group line we had to wait it was terrible the way we was treated .We was givin the run around as to where we could change Mexican money into Us when all they could have told there was an exchange a few doors down from the resort in rained in the hall in front of our door every time it rained with water coming under the door shower and bath tub did not work well the stopper in the sink did not work this place needs a overhaul would not recommend to anyone
Grand Plus Accommodations and Resort Experience
Upon arrival it was confusing where to go to check in. Once in the correct area, there was not sign in or formal line therefore two families were served prior to us after we had already arrived. A "take a number" would have avoided this delay and confusion. The person who explained our visit to us did not inform us as well as we thought which we later discovered. Check out was just as confusing.
The room was smaller than expected but the view was amazing. The room was kept clean with the exception of a few minor items like the coffee pot not being cleaned, extra coffee not always provided, dirty cups not removed and some not replaced for a day, never left additional beach towels even though the initial towels were left with room towels. The refrigerated was stocked well each day. We did not receive daily turn down service - only one time we did. Our room did come with wine and fruit and plenty of personal hygiene items. The customer service representatives in our building we all VERY helpful. The entire campus was spotless! The staff went out of their way to assist when any help was needed. There was plenty of entertainment available with diversity to appeal to our interests. Safety was never a concern and I would definitely not be too worried to send my own college age children to this resort. The Party Staff around the "O" did an amazing job keeping things under control. Due to the size of the complex and the placement of vendors, there were few crowded areas. Most food vendor's food was pretty good. To avoid confusion, a chart listing what was available for breakfast, lunch and dinner would have been helpful rather than the list. The map of locations was very helpful.
One area that may not be avoidable was the lavatories. They often smelled bad and some facilities were out of order/broke. It is understood that with the amount of guests this may be difficult to keep up with. It was nice to see a separate area for children too although we did not have the need for that amenity.
Our family (2 adults & 3 teenagers) stayed at this resort for 1 week, and here is the good the bad, and the ugly. THE GOOD: beautiful resort/pools, excellent food/service, great beach/ocean. THE BAD: room air conditioning did not work, mini fridge did not work, tough to get a drink at the wet bars, and the staff at check-in did tell us about all the amenities available. THE UGLY: the resort was filled with young "Spring/Summer breakers" partying very hard. They took over several pools/wet bars, kept us several nights yelling outside & in the hallways, and generally trashed the resort. It's a shame - it is a beautiful resort and they ruined it. We will never go back, and will not recommend it to anyone.
horrible. The person that booked for us should have know it wasn't a good fit
I'm a 48 year old single mom no I had a 15 year old teenage son trAveling with me. The person that helped us book this trip knew that. I have never been to cancun so all of this was new to me. It was the worst possible experience of my life. The food was so bad I actually lost weight of this trip. There were drunk people being pulled out of the pool almost hourly and when we woke up in the am people he puked where we were going to eat breakfast. It happened regularly. On our second day there I even called apple vacations. I wanted to leave. I didn't care if we lost our money I just wanted to go home. I was told on the phone by the apple representative that , "well you know that is the biggest party hotel in cancun, it's well known". I couldn't believe it, if she knew thAt then why weren't we told that when we booked? She told me to talk to Amstar representatives there. I did, they said I could pay more to go to another hotel, which I couldn't afford. So they said they would move my room. It was almost the exact same room just on the other side of the hotel. We still would have horrible food and drunks everywhere at the resort and on the beach from 10 am till 5 in the am sometimes. Very disappointed. This is the first time I've used Apple vacations. My mothers recommended you guys, but I'm not sure I would ever again.
Bait and Switch
Very disappointed in the poor rooms, low level of food service and being told "no" constantly. When you check in, you think you are at the top level at the resort, only to find out that there is another level "Pyramid" which apparently is a different resort but in fact is all over the resort you are staying in. The poor quality of alcohol and food was disappointing. I will never bring my family on another trip to an Oasis resort.
Horrible service and food
Staff made very little attempt to accommodate guests. Long wait time for food and drinks. Items stolen from room. Would never visit this resort again.
Worst service I've ever seen
When I think of this resort, I can't think of many positives. The staff was rude and not helpful. They wouldn't acknowledge you when approached. Our room's air was broken and they claimed they looked at it but then they never fixed it. Restaurant service was terrible at all places except one place. Overall I would never return to this resort as so many other resorts value their guests and make sure that they are having a good vacation. For an all inclusive, I have never heard the word no for another drink so must or for assistance. They were truly awful.
Hotel staff will promise you to deliver something in two minutes, but does not. Food is awful. The second to the last day, my room was not attended too. At 4:00 am in the morning, I called the front desk and complained about a room below playing their music excessively loud. She did not understand. The security staff seams clueless at times. There people selling drugs at the beach entrance. This does not make me feel safe. Security guards do absolutely nothing about it. I will not be returning.
Great first experience
After reading the reviews on this hotel, I was nervous. I had a great stay. The staff was friendly and accommodating. This was the first time I've traveled to Mexico and my first all-inclusive expirence. The food was good and the lines weren't bad at all. My only complaint is that the resort is very loud and people are in the hallways throughout all hours. Overall, I had a great stay.
On past visit we were upgraded to Pyramid Status. Enjoyed restaurant and bars so much, we decided to return. V
Very disappointed with food quality and bar quality this time. In fact a couple of us got sick.
Good resort/Bad crowd
Pros are the beautiful views and lots of amenities. Downfalls are the spring breaker crowd and ines at the restaurants.
TripAdvisor Traveller Reviews
This was my third stay at this resort and once again, I was not disappointed.
Check In was slow, however I completed a survey and offered suggestions. Check out was super fast. The concierge in our building were so helpful and friendly every time we stopped by. All staff at the resort were professional and fabulous.
The hotel and grounds are beautiful, the beach and nine hole golf course is steps away (which is what I went there for). And surprise - there was a casino since my last stay! Nightly entertainment is really good - watched the Red Circus. We. couldnâ€™t possibly eat at all the restaurants as there were so many. The wait time was no more than 10-20 mins depending on when you show up. There are peak times just like anywhere.
Thereâ€™s always entertainment available and lots to do, but also quiet areas to kick back and relax.
I will most certainly be going back to this resort next year and recommending it to my friends.
I was very nervous because of the reviews I had read prior to our trip but I soon found out I had NOTHING to worry about! We just returned so we were there Jan 14-18. We booked as Grand Plus and Oceanfront rooms. This is the most beautiful beach I have ever stayed on! The view from our room was AMAZING! So, just a few things I've read about, first, check-in was quick. Our room was fine, no issues. We traveled with 3 other couples and there rooms were fine too. They were clean, the whole resort was clean. My safe locked, my door locked, my tv worked, my remote worked, my hot water worked, etc. I did not hear a bunch of noise during the night. There was noise during the day like repairs or from the beach but it was DAYTIME, my neighbors at home make noise during the day! But it was not bad enough that it disturbed you. Plus, I tried not to be in my room much during the day anyway because I wanted to be out enjoying the resort! Staff was friendly and seemed well trained. Almost all of the food I ate was great. I definitely did not starve on this trip. The few foods I didn't like were probably liked by someone else, just differences in cultures/likes. Plus here is the thing, you don't like it, order something else or go somewhere else to get a snack afterwards. We didn't have long waits either. I only had to wait in line for breakfast 1 day for about 20-30 min. We waited for lunch 1 day for about 30 min. Supper we had to wait about 15 min. 2 nights. It was no big deal for us to wait any of those times. All other meals we were seated immediately. We were told reservations were not required and we actually preferred that as we didn't have to adhere to a schedule. Drinks were great-definitely not watered down. It rained one day while we were there and the only places I really remember seeing leaking were these OUTDOOR plexi-glass covered seating areas. They had the tables arranged away from the leaks, bins set out to catch them and people working to keep the floors dry. They had GREAT entertainment, we caught a little of the Red Circus show, watched two shows at the Kinky Night Club and a couple at different stages around the resort. We loved our vacation. We have no complaints. I can't brag enough about how beautiful this place is. I would definitely recommend this place to others. I would highly recommend anyone planning to come to stay in the Grand Plus Oceanfront rooms! We were up a few floors so we kept our balcony door open every night to listen to the ocean. It was a great trip!
Iâ€™m reading all these negative reviews and Iâ€™m genuinely confused what these people are talking about. First of all, Iâ€™d like to point out that majority of these negative comments are coming from uncultured people who think salt and pepper are the most flavorful spices in their foods. This resort offers the MOST restaurants and bars than any other resort in entire Cancun strip. The major thing for me when choosing a resort was the amount of restraint and and bars they had to offer so I could have variety and multiple options. This resort also offers the runaway program which allows you to go to its sister resorts to eat and drink. So, in essence you have more than 30 restaurants and bars to choose from! The food here has been nothing but outstanding for us. We havenâ€™t had a single bad experience thus far as far as food and drinks go. Yes, some restaurants had a line and waiting list but you have to keep in mind that this resort has so many guests and this resort also has the top 10 restaurants in Cancun so obviously there will be a line if the food is that great! The drinks are a little sugary BUT this is the first time Iâ€™ve ever drank so much and didnâ€™t experience hang overs and dehydration. If you donâ€™t want sugary drinks then you have a mouth to tell the bar tenders the amount of alcohol and mix you want. So people who complain about the food and drinks definitely have to come from backgrounds with no flavor. Youâ€™re out of your mind if youâ€™re telling me out of 30+ restaurants (including their runaway program) that you didnâ€™t find a single place where you enjoyed their food and drinks.
We did come across problems in our room BUT you have to keep in mind this is a 3rd world country so their standards are very different than ours. We got the ocean view grand room and we found couple issues such as dirty sheet (had mascara or pen marks on it), it was difficult to open our balcony door, and our coffee maker wasnâ€™t working. But once again, if you have a mouth then you can tell the staff the standard you want your room in. We told the staff the issue and EVERYTHING was fixed to our standards. The room had a breath taking view! And we werenâ€™t going to let fixable issues ruin our trip.
This resort has 2 night clubs and beach parties all day and night. Every single day we had an event going on and every day we had something to do. This place is so huge we couldnâ€™t walk the whole place in the 5 days weâ€™ve been here. They have soooo much to offer than any other resort in Cancun.
People are letting their one negative experience ruin their whole trip and thatâ€™s on them. If youâ€™re not willing to have an open mind and positive outlook then youâ€™re not going to have fun. We had issues with our room but we didnâ€™t let that hinder our great experience or didnâ€™t hinder us from giving this resort a fair chance. My friends went to rui chain (which is considered 4-5 stars) and they had a horrible experience with everything (mostly food and drinks). At least this place offers a variety!
The customer service here was outstanding and the entire place is very clean. It did rain one day and there were leaks in certain parts of the resort but this place is under renovation. Theyâ€™re fixing the issues.
Iâ€™m definitely coming here again. I love this place!
So mixed experiences so mixed reviews!
I am completely sure that it depends more on You than on the hotel or on the circumstances if You enjoy a trip or not. If You are open minded and positive You can forget bad experiences easily and focus on the good ones. The beach and the pools are amazing, the hotel is full of animals (iguanas,birds,peacocks also, but beware, they eat your food and drink your Cuba Libre as well).
The food is incredible, choose italian, mexican, sushi or fast food, doesn't matter. Lot of things to see all around (Chiczen Itza, Wet and Wild, Isla Mujeres,etc.) and on the lagoon side of Kukulcan Boulevard there is a huge water sport company (non-motorized sports for free for all inclusive guests) try Aquatwister or Skyrider. We also managed to stay a whole day in Mexico City with rescheduling the flights. Do it, the city is majestic!
Sometimes it was raining a bit, sometimes air con was bit loud but who cares if the pool area bartender makes You fresh draught Corona every hour!
We stayed January 9 to 16. Today is our last day and we leave tomorrow but I think I have seen enough to give a fair review.
We booked a Grand Plus Oceanview room through Sunwing and paid to upgrade our bracelets to the â€śblack bandâ€ť. We had a private check in area and it was very quick and comfortable. We tipped a bell boy as soon as we finished our check in and walked to our room and our bags were waiting for us when we got there.
We were very disappointed with the state of the room. It was very clean but also very â€śrun downâ€ť - the toilet doesnâ€™t flush properly, broken and dusty lamps, our lock looked like someone had been digging at it and the doors to the room beside us were not locked which made us uncomfortable. I walked to reception to tell them about some of the issues and they said they would send someone but they never came so I went on with my trip. We woke up this morning to a puddle of water on our floor but cannot figure out where it came from. Also, you can hear everything in the halls and hear the people talking in the room beside you.
Room service was great. I put tips and a note in my fridge and it was restocked every day with exactly what I wanted.
We only ate at the black band restaurants and the food is good but nothing to be excited about. Neither of us were ever hungry but I agree it very much lacked variety in all of the restaurants. We paid for a Red Circus dinner and a show and the food was great and the service by Ricardo was outstanding.
The resort as a whole is very clean - the staff work very hard and I never saw garbage on the grounds. The roof seems to leak a lot in several areas, even when there is no rain. The pools are beautiful. The view from our room was amazing.
The entertainment here is fantastic. We always found something to do or watch whether it was during the day or the evening. The casino is fun and is always full of people having a great time also.
We also spent a lot of time off of the resort. We booked an excursion through the hotel one day to Coba. Another day we took the ferry to Isla Mujeres and had massages on the beach and ate lunch at a little Mexican restaurant we found just outside the tourist area.
One day we also took a bus to Playa del Carmen and spent the day there shopping, had dinner then watched live bands in the evening.
While I was treated well by the staff at this resort, I wouldnâ€™t stay here again. I had to carry around the list of bars and restaurants because some are only open on certain days/times and you have to do some running around to different locations to make reservations at the specialty restaurants etc. And while I had the â€śbestâ€ť bracelet, I am not interested in a tiered system. Lastly, the hotel just needs too many upgrades to bring it to the standard it sells itself to be. Iâ€™ve stayed at other resorts that are not high end (Riu chain, for example) and they have better rooms, food service etc and I paid much less. Also Riu type chains solve all problems (if any) immediately.
Also, Cancun is the â€śNiagara Fallsâ€ť of Mexico...very touristy and fake looking. I think Iâ€™ll try another city and hotel next time.
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