Superior

Reviews of Grand Oasis Palm - All Inclusive

3.5 out of 5
Grand Oasis Palm - All Inclusive
Boulevard Kukulkan km 4.5, Zona Hotelera, Cancun, QROO

Reviews

6.6
Rating 10 - Excellent. 349 out of 1226 reviews" "
Rating 8 - Good. 246 out of 1226 reviews" "
Rating 6 - Okay. 219 out of 1226 reviews" "
Rating 4 - Poor. 169 out of 1226 reviews" "
Rating 2 - Terrible. 243 out of 1226 reviews" "

7.4/10

Cleanliness

7.0/10

Staff & service

6.8/10

Amenities

6.8/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

6/10 Okay

andrea

Travelled with family
Disliked: Staff & service
Food always cold, pools full of people
Stayed 4 nights in May 2024

4/10 Poor

Dillon

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
The hotel seems to have recently combined with the “sens” hotel. This is where we were placed even though we booked grand oasis palm. The room was cleaned everyday adequately. They only restocked the fridge in the room every other day; which I didn’t really understand why at an all inclusive resort. The food was edible, but nothing was good. It seemed as if the hotels didn’t have enough seating for everyone, as you’d have a lengthy wait for meals at the buffet. If you didn’t make a reservation, don’t even waste your time going into those restaurants as they’ll turn you down even with multiple open tables. The swim up bars only have 1 worker serving the entire pool, so get ready to once again wait for service. Same goes for the bar beside the beach. They’ve made it custom to start lines for lunch food and bar drinks, which seemed to be lines of 10 plus each time. Overall I will not go back to this hotel. I’ve been to many others in Mexico at the same price point with much better experiences.
Stayed 4 nights in May 2024
Response from Adelaida Arzola on May 9, 2024
Dear Dillon,Thank you for taking the time to provide detailed feedback on your stay at our hotel. We're sorry to hear that your experience did not meet your expectations.We understand that timely and efficient service is crucial to an enjoyable all-inclusive resort experience. These are certainly areas where we need to improve to ensure that our guests can enjoy their meals and amenities without unnecessary delays or complications.Your feedback is invaluable as we strive to enhance our services and ensure that all our guests have a pleasant stay. We will address these issues with our management team to better allocate our resources and improve our dining and bar services.We apologize for the inconvenience you faced and regret that we were unable to provide a memorable and enjoyable stay. We appreciate your honesty and will use your comments as a guide for our improvements. We hope to have another opportunity in the future to offer you a stay that aligns with the high standards of hospitality we aim to provide. Thank you once again for your feedback.

8/10 Good

Sean Elby

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Adelaida Arzola on May 9, 2024
Dear Sean,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.

6/10 Okay

JAYNE

Liked: Staff & service
Disliked: Cleanliness
Stayed 4 nights in Apr 2024
Response from Adelaida Arzola on May 6, 2024
Dear Jayne,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.

10/10 Excellent

Klemen

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Todo estuvo muy bien la pasamos increíble me volvería a quedar ahí de nuevo
Stayed 8 nights in Apr 2024
Response from Adelaida Arzola on May 6, 2024
Estimado Klemen,Muchas gracias por tomarse el tiempo de compartir comentarios sobre nuestro resort todo incluido.Es un placer que haya podido disfrutar de nuestra gran variedad de restaurantes, los cuales tienen reconocimiento a nivel mundial, así como, entretenimiento, instalaciones en general y el servicio por parte de nuestro excelente equipo de trabajo. Nuestro principal objetivo es hacer que nuestros huéspedes se sientan como en casa en el paraíso mexicano.Será un honor que regrese a pasar sus vacaciones con nosotros y pueda constatar que el servicio seguirá superando sus expectativas.

10/10 Excellent

Jose Guadalupe

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities
Great place, good food, nice pools, lots of activities and night entertainment. The beach area needs improvement, sand area was too small and beach chairs ran out very fast. Overall great service and staff was super attentive and helpful.
Stayed 7 nights in Apr 2024
Response from Adelaida Arzola on Apr 29, 2024
Dear Jose,Thank you for taking the time to share your positive feedback about our hotel. We are thrilled you enjoyed the food, pools, activities, and nighttime entertainment. Your kind words about our staff and the service provided are greatly appreciated.We take note of your comments regarding the beach area and the availability of beach chairs. We understand that these aspects are crucial for a complete and relaxing vacation experience, and we are continually working on improving our facilities to meet the needs of our guests better.Your feedback is invaluable as we strive to enhance every aspect of our guest experience. We look forward to welcoming you back in the future and hope to exceed all your expectations once again. Thank you for choosing to stay with us.

6/10 Okay

MICHAEL

Stayed 5 nights in Apr 2024
Response from Omar Ulloa on Apr 30, 2024
Dear Michael.We appreciate you taking the time to write about our resort. It is essential for us to know the opinions of our guests, as we are always working to ensure we offer them the best vacation. We hope to welcome you again on your next visit to Cancun and improve your perception of our services.Greetings.

8/10 Good

George Niko

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All I gotta say is happy with my stay pleased with everything. Those who would rate a bad experience had to of not had all inclusive. All inclusive is the way to go or I’d see where they would have issues or problems but for my stay it was nice and definitely wasn’t expecting that for which the price I paid, definitely a great value if your on a budget. You get what you pay for but this id say is a great place for what you pay. Overall beautiful place, friendly staff, rooms average nothing to special only bad thing I’d say is small elevators usually took the stairs, luckily on the 1st floor though otherwise would of waited a lot but that’s my only negative thing I’d have to say and going through Expedia definitely the way to go made everything so much easier check in and out, transportation, everything.
Stayed 5 nights in Apr 2024
Response from Adelaida Arzola on Apr 29, 2024
Dear George,Thank you sincerely for sharing your positive experience with us. We are delighted to hear that you enjoyed your stay and found great value in our all-inclusive options. Your appreciation for our friendly staff and the beauty of the location is highly motivating. We take note of your observation regarding the elevators, and we appreciate your patience and adaptability in choosing to use the stairs when necessary.It is gratifying to know that your check-in and check-out process, as well as the transportation process, was smooth. We look forward to the pleasure of welcoming you again and continuing to be your choice on future occasions. Thank you for choosing us and for recommending us to those seeking an affordable and satisfying option.

2/10 Terrible

Marcela

Travelled with family and small children
Really disappointed on my second staying in this hotel!!!! People are so rude, they don’t know how to respect other guests, cutting lines at the buffet, not respecting towels at the chairs, the food is not the same and I don’t like that they close some restaurants to be only by reservations, we are not coming back to any of the OASIS resorts!!!!! Expend a little more money to have a better hotel!!!! We back to this hotel because my little nephew loves the hotel the first time, and eve a 8 year old notice how bad and crowded was this time, from “ this is the best hotel in the world and I want to come back, to we never come back here “
Stayed 5 nights in Apr 2024
Response from Adelaida Arzola on Apr 25, 2024
Dear Marcella, Thank you very much for sharing your comments about your stay at our hotel.We are very sorry that on this occasion we have not met your expectations, we offer an apology for the inconveniences you had in different areas such as restaurants and customer service, your comments will be shared with the relevant departments and can improve in the areas mentioned.We hope you will give us another opportunity to review the changes we will be making to change your perspective.Kind regards,

6/10 Okay

Delon

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
I booked my stay for the grand oasis palm but I had to drag my luggage to Sen hotel next door. Checkin took 48 minutes.
Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on Apr 25, 2024
Dear Delon, Firstly, please allow us to thank you for your preference for our hotel.We regret the inconvenience that you had since your arrival and the time that you took for your check in, we will take in account your comments to improve our service.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

2/10 Terrible

Pablo

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
I nieves come back again
Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on Apr 24, 2024
Dear Pablo, Thank you very much for taking the time to share comments about our establishment, thank you for letting us know the inconveniences you had so we can enforce and improve the service, as your comfort and satisfaction are really important to us.Best regards,

6/10 Okay

natalie

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Adelaida Arzola on Apr 25, 2024
Dear Natalie,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,

2/10 Terrible

Veronica

Travelled with family and small children
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
After Dinner I forgot and I left the tablet in the restaurant call Agavè they never give it back to me they turn it off ... they steal from me
Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on Apr 24, 2024
Dear Veronica, Firstly, please allow us to thank you for your preference for our hotel.We are truly sorry for the bad experience, but since the restaurant is a public area we recommend our guest to take special attention to their belongings, despite the fact that we have security staff we can't make ourselves responsible for lost ítems. On the other hand, we are truly sorry for the inconvenience you had with the customer service people. We will send your comments to the person in charge to avoid this from happening again in the future.We regret not having fulfilled your expectations.Kind regards,

4/10 Poor

Trent

Stayed 6 nights in Apr 2024

2/10 Terrible

Nedzada

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Adelaida Arzola on Apr 24, 2024
Dear Nedzada, 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,

10/10 Excellent

Rey Vincent

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Adelaida Arzola on Apr 22, 2024
Dear Rey,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,

2/10 Terrible

Geoff, Windermere

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was a disaster with several things not working, toilet did not flush, shower drain was clogged, hot water faucet leaked badly,(the only thing they fixed) black mold in the hallway and bathroom, sliding door would not close so heard all the traffic noise all night, and the entry door was clearly kicked in and the fix was so bad you can see in the room from the hallway outside with the doors closed. (Room 1424). Crappy pillows and dirty mattress and bed coverings. What you would expect to see in a third world country. The events staff was incredibly annoying every time we walked in the lobby; they hounded us to book something. On the third day we had to get very rude and raise our voice to back off because they just would not stop. The concierge staff did not explain where we could book to eat and where we could not, and the adult only Pool we were told was off limits unless we paid $1000 more to upgrade our package. We later found out on the second to last day they we could use the adult pool for a fee and we could go to the restaurants we wanted to for additional fee. We were there for 10 days and and this was only explained at the end of our stay. The kids were all so loud and in everything and jumping all around you everywhere we went. The crying and screaming kids, Holy crap, this should be highlighted on your site they is nothing but a child's playground so Adults that are hoping to relax a bit should go to a different property.
Stayed 10 nights in Apr 2024
Response from Adelaida Arzola on Apr 19, 2024
Dear Geoff,We sincerely apologize for the multiple issues you encountered during your recent stay with us. It is disheartening to hear about the condition of your room and the various maintenance issues you experienced. Your feedback regarding the room conditions, including the non-functioning toilet, clogged shower drain, leaking hot water faucet, black mold, noisy sliding door, and the poorly fixed entry door, is deeply concerning. We understand the impact these issues had on your overall experience and extend our sincerest apologies for the inconvenience caused.Regarding the interactions with our events and concierge staff, we apologize for any discomfort caused by their approach. We will address this with our teams to ensure that our guests are approached in a more respectful and informative manner.We appreciate you bringing these issues to our attention, and we hope to have the opportunity to welcome you back for a much-improved stay in the future.Kind regards,

10/10 Excellent

Deshawna, Jamaica

Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on May 9, 2024
Dear Deshawna,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.

10/10 Excellent

Arnulfo Galvan

Stayed 4 nights in Apr 2024
Response from Adelaida Arzola on Apr 19, 2024
Estimado Arnulfo,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,

2/10 Terrible

Erica

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Not a nice resort, extremely packed and wasn’t what I was expecting. I would not visit this hotel again.
Stayed 5 nights in Apr 2024
Response from Adelaida Arzola on Apr 18, 2024
Dear Erica, Firstly, please allow us to thank you for your preference for our hotel.We are sorry to hear that your experience was not entirely satisfactory, we apologize for the inconvenience you had during your stay, however we appreciate your comments on the details you found so that we can fix them as soon as possible and avoid future complaints.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

10/10 Excellent

Doarys

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We love it
Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on Apr 16, 2024
Dear Doarys, Thank you for giving us the chance of exceeding your expectations and for making us part of your visit to Cancún.We are completely honoured to make your visit so pleasant, after reading your review, it is a pleasure to know that we met your expectations, that you enjoyed our excellent service and facilities within the hotel.It was a pleasure to have you as our guest and we hope you can visit us again soon.Best regards,

6/10 Okay

Mario

Travelled with family and small children
No place to snorkel.
Stayed 6 nights in Apr 2024
Response from Adelaida Arzola on Apr 15, 2024
Dear Mario,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 look forward to receiving you again on your next visit to Cancun.Best regards,

6/10 Okay

Kasey

Travelled with family
Liked: Cleanliness, staff & service
Le petit chef was a unique experience
Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on Apr 15, 2024
Dear Kasey, Thank you for your kind comments.We are happy to know that you have enjoyed the gastronomy of Le Petit Chef restaurant, making the experience very rewarding with all the combination of flavours that our specialised chefs create in each of the dishes.We hope to have the honor of welcoming you once again in the future.Best regards,

4/10 Poor

Nishka

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Their pizza restaurant Dos Lonos food and cleanliness were very poor.
Stayed 1 night in Apr 2024
Response from Adelaida Arzola on Apr 11, 2024
Dear Nishka, Firstly, please allow us to thank you for your preference for our hotel.It is unfortunate that our food was not to your liking; however, we will continue to filter our suppliers and processes to ensure the satisfaction of our guests.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

8/10 Good

Christopher

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My room was ok, they had a few minor issues that I let thw resort know in the after stay survey. But it was nothing major. I would stay there again for that price. It was close to alot of activities and the staff was more then helpful.
Stayed 5 nights in Apr 2024
Response from Adelaida Arzola on Apr 11, 2024
Dear Christopher, We are pleased your stay with us has motivated you to share such a great review about our hotel.It is a pleasure to know that you had a good stay at the hotel and we met your expectations.We would be grateful if you could visit us on your next holiday.Best regards,

10/10 Excellent

Jason

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My family had a great time last week here. All the staff was amazing and friendly.
Stayed 5 nights in Apr 2024
Response from Adelaida Arzola on Apr 12, 2024
Dear Jason, Thank you for your kind comments.We are proud to know that the service of our great team exceeded your expectations, we will certainly pass on your kind comments and congratulate them for their excellent work.It was a pleasure to have you as our guest and we hope you can visit us again soon.Best regards,

6/10 Okay

Hector

Liked: Staff & service
Stayed 4 nights in Apr 2024
Response from Adelaida Arzola on Apr 9, 2024
Estimado Héctor,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,

2/10 Terrible

Roxy

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was not helpful with anything. No one knew why things weren’t working. A lot of things were broken in room. Maid never came. Restaurants were complicated to make reservations. Food was terrible and cold. Juices were watered down. Worst stay ever’
Stayed 3 nights in Apr 2024
Response from Adelaida Arzola on Apr 8, 2024
Dear Roxy, Firstly, please allow us to thank you for your preference for our hotel.We apologize for the situation, since it is not the type of service that we are used to providing, we have shared your comments with the corresponding departments in order to implement the necessary changes to provide a better service.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

6/10 Okay

Wacey Chanz, Frog Lake

Liked: Staff & service
Rooms smelt very bad.
Stayed 6 nights in Mar 2024
Response from Adelaida Arzola on Apr 8, 2024
Dear Wacey, Firstly, please allow us to thank you for your preference for our hotel.We regret the inconveniences that you had at the room, we will share your review witht he housekeeper department to they can work on the details that you mentioned.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

4/10 Poor

Kathryn

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Very limited on dining. Need to make a reservation every morning by 8am in order to get some type of reservation. Being on vacation you should not have to wake up so early for this. Foods is not even worth waking up to make a reservation. Staying at an all inclusive resort you should not have to make a reservation for something that is included. To then get charged per person if you don’t make your reservation. Need more bars and entertainment.
Stayed 4 nights in Mar 2024
Response from Adelaida Arzola on Apr 8, 2024
Dear Kathryn, Thank you very much for sharing your comments about your stay at our hotel by this means.We regret to hear that your dining options were limited and that the reservation process for meals proved inconvenient for you. We understand the importance of enjoying a relaxing and worry-free experience during your vacation, and we take your feedback seriously to assess and improve our services.Your feedback regarding the need for more entertainment options and bars is also appreciated. We are committed to offering a variety of activities and venues to ensure that each guest finds options that suit their tastes and preferences.We hope to have the opportunity to welcome you back in the future and provide you with a more satisfying and enjoyable experience.Kind regards,

6/10 Okay

Jonique

Disliked: Cleanliness, staff & service, property conditions & facilities
When we checked in they did not give us any info about the property or dining. Limited reservations for dinner. Staff was not very friendly.
Stayed 5 nights in Mar 2024
Response from Adelaida Arzola on Apr 3, 2024
Dear Jonique, Firstly, please allow us to thank you for your preference for our hotel.We sincerely regret that you were not provided with adequate information about our facilities and dining options at check-in. We understand how important this information is to our guests, and apologise for any confusion or inconvenience this may have caused.In addition, we are sorry to hear that you found dining reservations limited and that the staff were not friendly enough during your stay. We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

8/10 Good

Dipak

Travelled with family
na
Stayed 4 nights in Mar 2024
Response from Adelaida Arzola on Apr 1, 2024
Dear Dipak,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 look forward to receiving you again on your next visit to Cancun.Best regards,

6/10 Okay

Helen, fairview

Travelled with family
Reservations are hard to get , drinks are horrible, food not good just ok. Everything is extra , no adult pool unless you pay for a different rate.
Stayed 5 nights in Mar 2024
Response from Adelaida Arzola on Mar 26, 2024
Dear Helen,Thank you for share your comments with us. We apologize for any difficulties you encountered in making reservations and for your dissatisfaction with the quality of drinks and food.Your comments are appreciated, and we will take them into consideration as we continue to improve our services and options for our guests.We hope to have the opportunity to welcome you back in the future and provide a more satisfying experience.Kind regards,

6/10 Okay

Chelsea

Travelled with family and small children
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
**Be advised the pictures on this website and the direct website for the resort are NOT accurate!!** I will start by saying the staff at this resort is amazing. They’re so friendly and have to be the hardest working people I have seen. We booked a stay for 8 days with our 3 kids. Pros: -Resort was clean. Staff cleaned in and around the resort all day long. -We stayed in the family suite, which is 2 adjoining rooms. The “kid” room was themed in a cute jungle theme. The rooms were VERY good size, especially the “adult” room and cleaned daily. -The activity staff was upbeat. -Trees around the resort give wonderful shade during hot times. Cons: -This is our biggest upset- the pictures on the website are NOT accurate! We specifically booked this resort for the water slides, the water trampoline, and the play equipment for the kids. When we arrived we were told the kids can only use the bigger water slides through the kids club and they’re only open 45min a day. We arrived at the kids club the next day at their allotted water slide time to be told the water slides are broken. The water trampoline and any water play equipment that is pictured hasn’t been there in over 4yrs! Yet they even have pictures in their lobby of it. -The little kid pool area has many areas on the bottom that are really sharp from broken cement and the tiny slides are broken. -The play equipment on the beach is old and completely broken. -Everything, including the pool closes at 8pm.
Stayed 8 nights in Mar 2024
Response from Adelaida Arzola on Mar 25, 2024
Dear Chelsea, Thank you for sharing your feedback regarding your recent stay at our resort. We appreciate your kind words about our hardworking staff and are glad to hear that you found the resort to be clean and enjoyed the spacious family suite. We also apologize for the inconvenience caused by the closure of certain water slides and the broken play equipment. Your feedback is invaluable to us, and we will address these maintenance issues promptly to ensure the safety and enjoyment of all our guests.We hope to have the honor of welcoming you once again in the future.Kind regards,

4/10 Poor

Michael

Travelled with family
Disliked: Amenities
Everything about this property is average or below. I would not recommend. Kinda like an all inclusive budget inn. Drinks are down right disgusting. Food is average. My child got food Poisening and puked for two days straight.
Stayed 5 nights in Mar 2024
Response from Adelaida Arzola on Mar 25, 2024
Dear Michael, Thank you very much for sharing your comments about your stay at our hotel by this means.We are very sorry to hear that we did not meet your expectations during your stay, however, your comments are very important for us to be able to work on the details you mention in order to provide the service you deserve.We hope you can allow us to welcome you once again in the future so you can enjoy everything we have to offer.Kind regards,

2/10 Terrible

Cruz Everardo

Travelled with family and small children
Liked: Cleanliness
Disliked: Staff & service, amenities
Not enough staff .... we had our reservation made at grand oasis palm & when we arrived they sent us over to Sens part of the hotel which was not as nice looking. Buffet service was awful we will never return to this hotel. Also the taxi from there were twice the price of expensive. I recommend to get uber instead.
Stayed 5 nights in Mar 2024
Response from Adelaida Arzola on Mar 25, 2024
Dear Cruz, Thank you for share your comments with us.We sincerely apologize for any inconvenience or disappointment you experienced during your visit with the room and the restaurant service.We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing.Kind regards,

6/10 Okay

Binoi Joseph

Travelled with family
Liked: Staff & service
Liked the location of the resort .... its convenient to go to other places ... liked the room service
Stayed 6 nights in Mar 2024
Response from Adel on Mar 19, 2024
Dear Binoi, We take this important means to thank you for choosing our hotel. We are glad to know that you could took advantage for our location, however, we appreciate your comments on the area that we can improve the service.We look forward to welcoming you once again.Kind regards,

4/10 Poor

NICHOLE

Disliked: Staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Adelaida Arzola on Mar 20, 2024
Dear Nichole,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,

6/10 Okay

Martha

Travelled with family and small children
Disliked: Staff & service, amenities, property conditions & facilities
They give us a room at the new facility sences old hotel not for families and we wanted the grand oasis because we had kids with us.
Stayed 2 nights in Feb 2024
Response from Adelaida Arzola on Mar 19, 2024
Dear Martha. First of all, we want to thank you for choosing us as your vacation destination.We appreciate your commetns about your recent stay and we regret didn't meet your expectations.We hope you can allow us to welcome you once again in the future to change your perception of us.Kind regards,

10/10 Excellent

Beatriz Gonzalez

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Adelaida Arzola on Mar 19, 2024
Estimada Beatriz,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,

8/10 Good

Kacy Ryan

Stayed 4 nights in Mar 2024
Response from Adelaida Arzola on Apr 4, 2024
Dear Kacy,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,

10/10 Excellent

Jonathon, Spokane

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff are GREAT always smiling, food was good, this property is right by buses and taxi's.
Stayed 9 nights in Feb 2024
Response from Adelaida Arzola. on Mar 5, 2024
Dear Jonathon, We are pleased your stay with us has motivated you to share such a great review about our hotel.We are proud to know that the service of our great team exceeded your expectations, we will certainly pass on your kind comments and congratulate them for their excellent work.It was a pleasure to have you as our guest and we hope you can visit us again soon.Best regards,

6/10 Okay

Ann Stephanie

Stayed 4 nights in Feb 2024
Response from Adelaida Arzola on Mar 25, 2024
Dear Ann,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,

2/10 Terrible

Inessa

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The WORST hotel. Stay away! It is very limited “all inclusive”. The food is awful! The rooms are dirty and any things are broken. The staff always say NO for any and everything you ask of them. Literally stay anywhere other than this or the SANS hotel.
Stayed 5 nights in Feb 2024
Response from Adelaida Arzola. on Feb 28, 2024
Dear Inessa, Firstly, please allow us to thank you for your preference for our hotel.We offer our sincere apologies that your time spent with us did not meet all your expectations. We regret the inconveniences that you had witn the room maintenance, the restaurants and the service that you received form our staff, we will work into improve our service. Kind regards,

4/10 Poor

Zahid Raza

Travelled with family
Old building a lot of work to upgrade it
Stayed 3 nights in Feb 2024
Response from Adelaida Arzola. on Feb 27, 2024
Dear Zahid,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 look forward to receiving you again on your next visit to Cancun.Best regards,

10/10 Excellent

Jesus

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great overall experience, friendly staff, lots of activities to partake in, lots of restaurants options, and clean pools.
Stayed 3 nights in Feb 2024
Response from Adelaida Arzola. on Feb 27, 2024
Dear Jesus, Our guests’ comfort and satisfaction are our number one priority.We are completely honoured to make your visit so pleasant, after reading your review, it is a pleasure to know that we met your expectations, that you enjoyed our excellent service and facilities within the hotel.We hope to have the honor of welcoming you once again in the future.Kind regards,

2/10 Terrible

Rieng T.

Travelled with family, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a Horrible hotel. Its Dirty, old, smelly. Horrible food both in buffet and nightly dining. Drinks water downed. Bathrooms are dirty. This hotel is a scam and waste of money. You can find so much better places to stay in and enjoy than here. The only good thing here is there main pool.
Stayed 5 nights in Feb 2024
Response from Adelaida Arzola. on Feb 27, 2024
Dear Rieng, Firstly, please allow us to thank you for your preference for our hotel.We regret that the cleanliness and condition of our hotel did not meet your expectations. Maintaining a clean and pleasant environment for our guests is of utmost importance to us, and we apologize for any lapses in this regard.Regarding your comments about the quality of our food and beverages, we are sorry to hear that you found them unsatisfactory. We understand the importance of providing delicious and varied dining options, and we will certainly review and address any issues with our culinary offerings.We sincerely hope that you will consider giving us another opportunity to exceed your expectations in the future.Kind regards,

4/10 Poor

Ofir

Travelled with family
Someone took my watch. Food no good
Stayed 5 nights in Feb 2024
Response from Adelaida Arzola. on Feb 28, 2024
Dear Ofir, First of all, allow us to thank you for taking the time to write about your experience at our hotel.We regret that you were left with that perception of our service, however, we have checked with our departments and have not found the item you are commenting on. We are sorry that we did not meet your expectations.Once again, we offer you our sincere apologies and we hope you can give us another opportunity to welcome you again in the future to change your perception of our service. Cordially,

10/10 Excellent

Doina

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a lovely stay, best value for money. There was always something to do. Food was amazing, the beach was great, was safe for our children of 8, 10, 12 years old to wander around, the staff very nice and pleasant. Lots of shows, cultural immersion. All in all a very enjoyable experience!
Stayed 5 nights in Feb 2024
Response from Adelaida Arzola. on Feb 27, 2024
Dear Doina, It gives us great pleasure to know that you enjoyed your stay with us.We are glad to know that you has a great experience during you vacations, and thank you to let us know that you and your family enjoyed the ambiance that we have for kids and adults, our entertainment staff are working everyday to make your vacation special. We look forward to welcoming you once again.Best regards,

8/10 Good

Adrienne

Liked: Cleanliness, staff & service, property conditions & facilities
Family friendly resort. Loved the location. Food was good. Nice beach with hammocks.
Stayed 5 nights in Feb 2024
Response from Adelai on Feb 27, 2024
Dear Adrienne, It gives us great pleasure to know that you enjoyed your stay with us.We are delighted that you had an excellent experience with us and that you have been able to enjoy our great variety of restaurants, which have worldwide recognition, as well as, entertainment, facilities in general and the service by our excellent work team. Our main goal is to make our guests feel at home in the Mexican paradise.We hope to have the honor of welcoming you once again in the future.Best regards,