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About
4.0
#21 of 41 all-inclusives in Cancun
Location
Cleanliness
Service
Value
The best entertainment for the whole family is at this charming Oasis featuring an excellent location by the sea of Cancun. Here, children and adults have fun at Pirata's Bay adventure zone, The Arcade video game hall, or the Yucatan Jurassic River prehistoric river. Another attraction is the magical KiddO Zone, specially designed for the joy of the little ones, always cared for by expert personnel. Moreover, while the children have fun, the adults get to taste delicious dishes, beverages, and snacks in our restaurants and bars.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Bay View
Harbour View
Languages Spoken
English, Spanish
Location
Blvd. Kukulcán Km 4.5 Seccion C Lote 1, Zona Hotelera, Cancun 77500 Mexico
Name/address in local language
Grand Oasis Palm
6,449 reviews
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
This summary was created by AI, based on recent reviews.
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The Grand Oasis Palm has received mixed reviews, with guests frequently expressing discontent regarding the state of the rooms, which often appear unclean and poorly maintained. While the SENS pool is acknowledged for its cleanliness, the main pool is criticized for needing better upkeep.
The resort's reservation system for amenities has been called cumbersome, leading to frustration over limited restaurant availability and difficulty securing beach chairs. Service quality is inconsistent; despite some commendable staff members, many visitors encounter delays and unresponsive service, contributing to a prevailing view that the hotel does not offer good value for the cost.
Rooms
Neglected
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Limited
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Just came back from a wonderfully warm week in Cancun. Had some pros and some cons about the resort, nothing incredible that really jumped out apart from the people we met!
Pros: Beach waters were calm and tended to daily. The hammocks are a wonderful touch, as well as the yoga in the morning on the pier.
Entertainment staff were engaging and played some fun music throughout the stay! Shout out to Luis, Toni, Olivaren and Jorge for adding joy to the days.
The pizza place was a nice touch with some great cheese.
From what I could see, a fun resort for families due to the atmosphere. Spent most of our time on the beach though :)
Bar service was okay, but didn't seem to exist much on the beach most days, even with tips, just not the people available? Shoutout to Laura who was amazing and personable. Kudos to Ramon, Victor and Adrian at the bar for some good service.
Covid protocols set up in place, most people wearing masks to and from getting drinks and food on the beach and at the restaurants, and buffets.
AC was nice in the rooms and at most of the common eating areas.
Cons: Limited food selection in buffets. A couple times we found ourselves sick, not sure from what, but needed some stomach relaxants to overcome the issue.
If you don't ask for middle tier alcohol (Smirnoff, Absolut), you won't get it, which I suppose I understand, but felt a bit upset that wasn't the standard, not bothersome as I am vocal.
The wifi was a surcharge, which seems to be hit and miss - I find if the resort added the wifi for free, they could in turn generate more social media interest. I wasn't interested paying for data to share for a resort's image, which was medicore but still enjoyable.
What annoyed me the most is that there was an extra charge for the safe more than anything. I think it's commonplace to offer the extra security and peace of mind for free, but it wasn't even explained to us until we entered the rooms, so having to go back and wait in line to get access to a key - should have been given to as on entrance and check in, to waste less time overall.
Also not enjoyable to hear that only single king/queen beds were offered in the ocean view rooms, as I came with a friend and we wanted separate bedding. Asked for the upgrade and was told it didn't exist - whether that is true or not, it should be adjusted.
Slow elevators as mentioned, not bothersome on the 3rd floor, maybe annoying if you have bad mobility.
No balconies for the double bed rooms either. Feels like friends get shorted unless they would like to bed together.
Despite the issues, I would be hesitant of coming back, but still enjoyed a calm relaxing week at the beach.
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Date of stay: November 2021
Rooms
Cleanliness
Service
Room Tip:nice ocean, okay food, room alright, ac is nice
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Customer Service, Director General at Grand Oasis Palm
Responded Nov 8, 2021
Dear guest, We appreciate the time you have taken to share such detailed comments about your experience. We are happy to know you enjoyed our dining options, activities, facilities and especially our excellent service. We will of course congratulate our staff for always being attentive, smiling, and helping you in everything they could. We want to let you know that we have a new executive chef that will supervise the quality of the food and will renew some of the menus at most of the restaurants, providing better culinary experiences for our guests. On the other hand, we appreciate your feedback on the areas we can improve; we always take our guest's comments into account in order to exceed their expectations in the future. We hope to have the opportunity of welcoming you back in the future for you to enjoy the changes we are implementing. Best regards, Adelaida Arzola.
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Clean and large rooms. Friendly and helpful staff. Good food, however it’s mostly the same food every day. They can’t make sauces, the macaroni cheese and the spaghetti Bologna is is really watery. NO WIFI unless you want to pay $30 for 5 days. Save yourself some money and either pop along to one of the other hotels to get free WiFi or get a sim card from the local ‘Oxxo’ store. You will also have to pay $20 dollars for ‘environmental tax’ before they will give you the room key.
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Date of stay: December 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Customer Service, Director General at Grand Oasis Palm
Responded Jan 12, 2022
Dear guest, We are truly sorry for the inconveniences you had on you recent stay. We offer our sincere apologies. Please note that all of your comments and opinions are very important to us and will be submitted to the appropriate departments to take the necessary actions to correct them and provide new options for you in the future. We are delighted you have received excellent service from our staff, and will congratulate them for making your stay such a pleasant one. We hope to have the opportunity to welcome you again in our hotel to change your perception of us. Cordially, Adelaida Arzola.
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A lot to digest? Read an AI-generated summary of recent traveller reviews.
When we first checked in our room smelled really musty. We asked to switch but nothing was open, but the next morning the concierge remembered and switched us to a better room. The rooms are older and could use some upgrading but the main facility, including restaurants and pools, is great. Where else can you rent a cabana by the beach for $10 per day with drink and food service from Francely who was attentive and awesome?
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Date of stay: March 2020Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Customer Service, Director General at Grand Oasis Palm
Responded Mar 17, 2020
Dear Cindy, First and foremost, we would like to thank you for choosing us as hosts of your stay here in Cancun. Likewise, it is gratifying to receive such great comments regarding your experience at our family resort. It is a pleasure to read that you have enjoyed our facilities, our different restaurants and bars, our magnificent pool areas, as well as the excellent service provided by our team members. In addition, we would like to thank you for your suggestions, we will certainly take them into account in order to be able to improve day by day. We truly hope to have the honor of welcoming you back soon so you can continue to enjoy our resort. Best regards, Adelaida Arzola.
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What ticked me off the most was that we are a family of 5 and they gave us a room with only two beds and said it was my fault or Air Canada Vacation’s fault. We argue with front desk, concierge, supposed Air Canada rep at hotel and get nowhere. After over two hours we are tired and hungry. Later that evening we want showers. We only have two towels. We ask for more but say that they only provide towels for two people. They also said that if we really want more towels, go down to the beech and get beech towels. Same nonsense to get more than two bottles of water in the room. We also go outside to check things out. I booked this hotel so that my kids could enjoy the massive blow up slides etc. This was also a disaster since it was absolutely impossible to climb up on the slide because the handles were all broken except for the top ones that are unreachable. Also, the elevator was broken most of the time or constantly out of order. The automatic doors spent a couple days with wires hanging down and not working and best of all one of my kids had nightmares about the clown. There was almost no difference between the food in the buffet between breakfast, lunch and dinner except at breakfast you would see some eggs. The service staff was delightful but clearly the front desk, owners and management are completely incompetent. We booked a family room and my hunch is that they messed up. They wanted to charge me $850 CAnadian a night for an extra room. The next day they had a family room available and wanted to charge me $650 Canadian to switch rooms. With kids aged: 9, 11, and 13 we had no space at all. Air Canada Vacations has yet to return my calls or emails so this is clearly another gong show. Stay clear of this place.
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Date of stay: February 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Customer Service, Director General at Grand Oasis Palm
Responded Mar 9, 2020
Dear Guest, We sincerely regret to know about this negative experiences that you had during your stay. We would like to offer you our sincerest apologies for not meeting your expectations. On the other hand, we have been notified about all the assistance provided since your arrival at the hotel. Although, certainly, your reservation for 5 people created some controversy among the reception staff, they offered you the alternative of knowing the assigned room before your registration, to which you accepted. Even later, after expressing your disagreement, our team gave you the option of adding an extra bed to your room. Unfortunately, we believe that probably the information that you and your family received from your agency might seem a bit confusing, and perhaps that is why you only reserved 1 room despite being, as you mention, 5 people. In addition, we are pleased to know that our staff assisted you within the margins of possibilities. However, although this help did not meet your expectations, we hope you will allow us to host you again having made a type of reservation that may be more appropriate to your requirements, so that, in this way you can live a much more pleasant and comfortable stay with us. We reiterate once again our sincere apologies for any setbacks you experienced and hopefully you can give us another opportunity to welcome you again in any of our different hotels, so we can enhance your perception of us. Cordially, Adelaida Arzola
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This hotel is nice and clean but the staff doesn't speak English. The restaurants don't have delicious food at all which I'm use to living in the USA. The hotel is all inclusive but we had to have food delivered or we went to restaurants nearby. We couldn't eat the food at the Oasis Palm...hated it.. Check In took about 45 minutes with only one person at the check in desk. They assigned the wrong room which had one bed for 4 people so we had to go back to the desk to change our room. We also had a view of a pair of black underwear on the concrete outside our window for a week. We booked this vacation through bookvip so we had to attend a 90 minute presentation. We were told at the presentation which was for the Tafer Resorts that we should not have been booked at the Oasis Palm. We were suppose to have stayed at the Tafer Resorts where the presentation was held which bookvip never mentioned they just booked us at Oasis Palm. The maids (or staff) didn't speak English and everyday for 6 days they would clean our room and leave 2 bath towels and 2 hand towels and no small wash cloths in the room. So we called for more towels daily. We also had to call for toilet paper. The rolls were empty and the maid didn't replace the two rolls without us calling. The mat in the shower was moldy and filthy. The soap dish on the bathroom sink was old and scratched up. They also have the double beds pushed together which you can separate if needed.. Here in the USA we cater to the Spanish speaking communities especially at hotels and restaurants. You can always find someone that speaks English and or Spanish but I see when I travel out of the country they are quick to say No Eng-Lesh but they love our tourism and the American Dinero! Get it together Mexico and other countries abroad. You want the Americans to visit so hire more staff that speaks "Our Language" ENGLISH...PeriodT.
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Date of stay: April 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Customer Service, Director General at Grand Oasis Palm
Responded Apr 11, 2022
Dear guest, Thank you for sharing your comments with us regarding your stay at our resort. We offer our sincere apologies that your time spent with us did not meet all your expectations. We would like to inform you that all your comments and opinions are considered in order to improve our service. It is important for us to mention that our staff works hard to offer excellent services to each of our guests, which is why sometimes there may be queues in our restaurants during specific seasons. However, we will pay special attention to this topic, in order to reduce them. Likewise, we will reinforce the training that we provide daily to our staff. We reiterate once again our sincere apologies for any setbacks you experienced and hopefully you can give us another opportunity to welcome you again so we can enhance your perception of our hotel. Cordially, Adelaida Arzola.
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Could be the worst All-Inclusive hotel I have stayed in my life. Their "official" web site is not their's, it is run by something called Roiback, so, if you have trouble, you need to figure it out with them, the hotel will not help, even if you pay at the hotel and they say it is their official website. You have to use the call center to make a reservation if you want the hotel to help. The first night cleaning is not included, but they do not say anything at check-in, so if you ask for it you have to pay extra. Next days cleaning is included, but they took all our towels without replacing them both days, we had to call every night get only 2, and we were 3 guests, no hand towels. There was no hot water at night. TV did not work. They are doing remodeling, so construction noise all day long and 3 restaurants are close, so others are super full, 45 minutes to 1 hour waiting for the buffet. The Jurassic River is only for under 2 years old, and only 1 adult can be with them, not both parents. No bars after 1 am. The pirate ship only sits 150 people for a hotel with over 700 rooms, so it is impossible to get in. Please pay a little extra, stay anywhere else and avoid having you vacations ruined.
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Date of stay: April 2023Trip type: Travelled with family
Room Tip:Avoid at all cost, pay a bit more for a better experience
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Director General at Grand Oasis Palm
Responded Apr 19, 2023
Dear Miguel, First and foremost, thank you for taking the time to write us your comments about your stay at our resort. We regret not having met your expectations, and please accept our sincere apologies for the inconvenience during your stay with us. We want to let you know that all of your comments and opinions will be taken into account to offer a better service in the future and we will forward them to the appropriate departments in order to correct these issues. We would like to clarify that we are a sustainable company in favor of the care of the environment, and we contribute by not cleaning the first day of your stay. However, if you require some amenities (shampoo, soap, etc.) by calling zero, we will bring them to the room; after that, during the rest of the stay, the housekeeping service will be performed. At the moment of giving this information to the guest who does not want to participate and wishes to have the cleaning done from the first day, nothing happens, and the housekeeper will be informed. Also, it is important for us to mention that our staff works hard to offer excellent services to each of our guests, which is why sometimes there may be waiting lines in our restaurants during specific seasons and hours. However, we will pay special attention to this issue, to reduce them. We regret not meeting your expectations and not having had the opportunity to listen to you during your stay, so we can make the necessary clarifications and try to resolve your disagreements, as well as seek options to improve your stay. We retire our sincere apologies. Cordially, Adelaida Arzola, Grand Oasis Palm Manager.
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We have just returned from 5 days at this hotel and had an awful experience. Firstly, it is very much a family hotel with virtually every person there having children. We love children but are pensioners and would have preferred the peace and quiet of the Sens hotel next door. It would appear the hotel has recently been split into 2 halves, the Sens being the adult only part. Why we were put in the family part we do not know. on our first morning there, the toilet overflowed all over our bedroom floor and into our wardrobe, wetting some of our clothes. It took about 10 minutes for someone to respond, whilst in the meantime the water was flowing out into the corridor. We requested a room change but were told the toilet was fixed. The toilet never worked properly as it would not flush for about 2 hours after using as the cistern never filled up. We again requested a room change and were refused. The shower was just a dribble and was either scalding hot or freezing cold. Eventually after 3days we were given a different room, where at least the toilet worked properly, although the shower was more than a dribble it was impossible to get the temperature just right and we ended up having cold showers rather than risk getting scalded. The food in the 2 canteen type restaurants was very mediocre although I have to say the food in the White Box was amazing, but be prepared for a long wait to get in. In the whole time we were there, there was never any soap in the ladies public toilets. Hygiene is definitely not a priority in this hotel. The attitude of the staff left a lot to be desired as they couldn't seem to understand how upsetting these issues were. The hotel is very tired and dated and definitely has lots of issues.
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Date of stay: January 2020
Value
Service
Sleep Quality
Room Tip:Do not choose room 726.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from OasisHotelResorts, Director General at Grand Oasis Palm
Responded Jan 20, 2020
Dear Jackie, We sincerely regret to know about this negative experience that you had during your stay. We would like to offer you our sincerest apologies since our family resort did not meet your expectations. We will make a detailed report of your experience to send it to our corresponding areas. In addition, it is important to highlight that the hotel you mentioned (Adults only) is an independent resort to ours. You enjoyed your vacations at Oasis Palm since this was the reserved property. We reiterate once again our sincere apologies for any setbacks you experienced and hopefully you can give us another opportunity to welcome you again in any of our different hotels, so we can enhance your perception of us. Cordially, Adelaida Arzola.
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Dirty, lazy staff, extremely poor customer service. Named the "most non inclusive all inclusive". Everything here is extra, website says 7 restaurants - you only get 3 of them included. All others are pay extra to use. Food selection was terrible. Although the restaurant named La Bamba was outstanding for food. Service in that restaurant was mediocre but the food was great. Buffet was atrocious and if you did not speak mexican/Spanish you did not get served/seated in any good time.
Would never recommend to anyone unless you want a cheap getaway with really young kids. The
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Date of stay: January 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from OasisHotelResorts, Director General at Grand Oasis Palm
Responded Jan 27, 2020
Dear Jeff, Our main objective has always been to surround our guests with an atmosphere of unparalleled fun and tranquility, making them feel at home; We are truly sorry that our efforts have not achieved your expectations this time. We will analyze your comments with the corresponding department, so that in this way, we can continue to improve to offer our customers a unique experience. On the other hand, we are pleased to know that your experience in relation to the food of our restaurant La Bamba has been exceptional. We are at your service for future trips to our hotel. Cordially, Adelaida Arzola.
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From the pictures online seems like it would be good place. most food was terrible, 3 buffets but all same food. wait in lines forever to get table and for burger hut. reservations were said to be taken at 4 pm and at 3:30 they tell you already booked. some service was very good some not so good. much exhaust smells from the boats. swim up pool bar only 4 seats and many kids hanging by the bar even though 2 or 3 kid pools they are more by the bar. only drinking bottled water from rooms and whatever water they serve assuming it was bottled but all 4 of us sick for week and a half starting on trip and continuing when home. even at the airport locals asked where we stayed and said not to stay at Oasis resorts. they do make the food look pretty on the plates but not so good to eat. first we were told we had to pay for the wifi then we were told no free for 2 devices per room.
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Date of stay: May 2022
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Director General at Grand Oasis Palm
Responded Jun 8, 2022
Dear guest, We would like to thank you for taking the time to give us your opinion about your experience. We regret not having met your expectations and please accept our most sincere apologies for the inconveniences during your stay. We would like to inform you that all your comments and opinions are considered in order to improve our service. It is important to highlight that every time you have a setback at the hotel you can contact our customer service staff to notify them so they can correct the situation. On the other hand, we want to let you know that our hotel is audited and certified by an English company that measures and ensures the high quality and hygiene of our ingredients; in addition, a monthly sampling is carried out in the laboratory. This way we make sure that every dish that leaves our kitchen meets our guests’ high standards. We reiterate once again our sincere apologies and we hope to you give us the opportunity of welcoming you back in the near future. Cordially, Adelaida Arzola, Manager Oasis Palm.
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We absolutely love this restaurant, a very unique take on traditional Mexican food and Japanese, the food was amazing, the service was also,. They went out of their way when I asked for Mezcal. They manage to find some in the facilities and brought us some drinks along with the worm. We were very impressed by Bartolomé, Jorge, María de la Cruz as well as others in the restaurant, with their kindness and attentiveness, they are very hard hardworking, they love what they do and make you feel at home, the restaurant is very clean and family friendly. We would definitely come back to this restaurant. Another of our favorite Restaurants was Sisal Restaurant and Bar, they also have excellent service and very delicious Seafood Plate, different kinds of ceviches and main courses.
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Date of stay: May 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Customer Service, Director General at Grand Oasis Palm
Responded May 12, 2021
Dear guest, We appreciate the time you have taken to share such detailed comments about your experience. We are pleased you enjoyed your stay with us, it was an honor having you. It is a pleasure to know that two of our restaurants became your favorite ones and that you enjoyed especially our excellent service. We will of course congratulate our staff for being attentive, smiling, and making you feel at home. We would be honored to welcome you again on your next vacation. Best regards, Adelaida Arzola
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