Ratings based on 1,194 Verified Reviews
3.7 Room cleanliness
3.5 Service & staff
3.6 Room comfort
3.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 30 May 2024
They did not checked us in at the grand oasis palm. They checked us in the Sense next to it. I had paid a little more to stay at the grand oasis palm but they said they are all one. If I knew they are the same I should have opted in for the cheaper price.
by A verified traveler
Posted 27 May 2024
Everything was great here
Comment from Hotel Management
27 May 2024 by Adelaida Arzola, Hotel Management
Dear Lydia,Our guests’ comfort and satisfaction are our number one priority.We are glad to know that you have been able to enjoy our restaurants, as well as, facilities in general and the service by our excellent work team. Our main goal is to make our guests feel at home.It was a pleasure to have you as our guest and we hope you can visit us again soon.Best regards,
by A verified traveler
Posted 25 May 2024
We liked the staff they were very helpful.
What we didn't like is that staff on front desk was not very helpful, we got better information from the waiters, coffee maker was broken, the tv control was not working. Food from the buffets was not good
Comment from Hotel Management
27 May 2024 by Adelaida Arzola, Hotel Management
Dear Stephanie, Thank you very much for taking the time to share a review of our hotel, it is very important for us to know the opinion of our guests.We are glad to know that you received a good service from our restaurant staff, however, we regrest that you didn't get the complete information from our front desk staff, we will work on it and provide the correct information of our services. We offer you an apology for the inconveniences that you had at the room, every time you have an inconvenience you should report to our guest service department to follow up on your case immediately. We look forward to receiving you again on your next visit to Cancun.Kind regards,
by A verified traveler
Posted 25 May 2024
It was a very nice property. Nice view. And cleanliness was great.
Comment from Hotel Management
27 May 2024 by Adelaida Arzola, Hotel Management
Dear Gladis, We are flattered to know that your stay with us has motivated you to share such a great review about our hotel.We appreciate your kind comments and that you have been able to enjoy our property in general, as well as, the beautiful views, the cleanliness and the service by our excellent work team. Our main goal is to make our guests feel at home.We hope to have the honor of welcoming you once again in the future.Kind regards,
by A verified traveler
Posted 24 May 2024
Comment from Hotel Management
27 May 2024 by Adelaida Arzola, Hotel Management
Estimado Raul,Muchas gracias por tomarse el tiempo de compartir una puntuación de nuestro resort, para nosotros es muy importante saber la opinión de nuestros huéspedes.Saludos cordiales,
by A verified traveler
Posted 21 May 2024
I would not recommend this hotel.
Comment from Hotel Management
21 May 2024 by Adelaida Arzola, Hotel Management
Dear Sindy, Firstly, please allow us to thank you for your preference for our hotel.We regret that the experience did not meet your expectations, we would have liked to know more details of your stay so that we could follow up appropriately with the hotel and change the perspective of our service.We look forward to welcoming you once again.Kind regards,
by A verified traveler
Posted 20 May 2024
I liked that the Staff payed attention to needs. I had one repair on my shower. Front Desk agent got request. Was fixed in less than 15min. I like the Service. Overall staff was good. I will return to this property.
Comment from Hotel Management
20 May 2024 by Adelaida Arzola, Hotel Management
Dear Ray, We appreciate the time you have taken to share such nice and detailed comments about our hotel.We are gladd to know that you received a good service from our staff and they helped you on your request and fix the situation quicky and satisfactorily so that you could continue to enjoy your holidays.It was a pleasure to have you as our guest and we hope you can visit us again soon.Warm regards,
by A verified traveler
Posted 19 May 2024
They promote as kids friendly but have a very limited area for children. We stayed in the Sens area and had to walk to the other side for any snacks. They had no chairs around the pool, had to find a corner on the floor to leave your belongings. We paid for the GRand to have access to more restaurants but were unable to eat in any through our 4 day stay. We would reserve at 7:30AM and would receive an email at 1:30 that it was full. We tried the dinner buffet the first night and worst experience of my life. It was CHAOTIC along 30 min wait to be seated. From there we paid $100/night to eat at 2 different restaurants the next 2 nights and received free tickets to the pirate ship the last night (attended their timeshare presentation, which they sell as 45 min and it took 3 hours). I’ve been to many other all inclusive and this is by far the WORST!
Comment from Hotel Management
21 May 2024 by Adelaida Arzola, Hotel Management
Dear Angie, Thank you for sharing your experience about your recent stay with us. We sincerely regret that your experience was not satisfactory and that you encountered several inconveniences during your visit.We apologize for the insufficient number of chairs around the pool and the difficulties you faced in accessing the restaurants, even though you paid for additional access. The situation at the buffet and the long waits to be seated are unacceptable, and we will work to resolve these issues.We appreciate your comments about the buffet experience and the restaurant reservation process. We will evaluate our policies to ensure better organization and service. We also regret that the timeshare presentation took longer than promised and negatively impacted your experience.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Best regards,
by A verified traveler
Posted 18 May 2024
I stayed at Grand Oasis Palm for 6 days, it wasn’t the best decision.
Check- in took almost 1 hour
Staff was rude and unhelpful, they were mad all the time. I had the impression that most of them hate their job.
The bathroom has mold in the tiles
The air conditioner didn’t work well
The elevator don't have air conditioner and it was like a sauna every time we got in there.
The staff that provides you with the towels were questioning me every time I wanted to change my towel, it was annoying.
I needed to get sunscreen and my kid wanted an inflatable toy so we went to the store inside the hotel and they wanted to charge me $70 , I thought they were out their mind and I asked why it was too expensive but they try to explain something about the dollars that didn’t make sense. Imagine paying $70 for a Banana Boat sunscreen and a inflatable toy CRAZY!!! 70 dollars.
The drinks were watery and tasteless
The hotel was crowded, there was a huge line to get a snack, to get a drink , to get a table at the buffet restaurant, long lines and lines for everything.
The bartenders at the beach bar always with an attitude, so rude and unprofessional
It was impossible to make a reservation in others restaurants inside the hotel.
It was a really bad experience overall.
Never again.
Comment from Hotel Management
20 May 2024 by Adelaida Arzola, Hotel Management
Dear Zulmar, We sincerely apologize for the lengthy check-in process and the attitude of our staff. We are also sorry to hear about the issues you encountered with the bathroom cleanliness, the air conditioning in your room and the elevator, and the inconveniences with the towel service. These concerns will be reviewed with our maintenance and housekeeping teams to ensure they are promptly addressed.The overcrowding and long wait times for various services are also concerning, and we will work on improving our capacity management to provide a more pleasant experience for all our guests.We regret that your overall experience was not satisfactory and hope that you might reconsider giving us another opportunity to provide you with a more enjoyable stay in the future.Best regards,
by A verified traveler
Posted 16 May 2024
Comment from Hotel Management
17 May 2024 by Adelaida Arzola., Hotel Management
Dear Aliah,Thank you very much for taking the time to share a score of our establishment, for us, it is very important to know the opinion of our guests.Best regards,Adelaida Arzola.
