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Reviewed 23 February 2018

This was our first visit to Mexico at an all-inclusive so we went with open minds as we didn't have anything to compare The Grand Oasis too, but having said that we have stayed in many hotels in the past and we know what we like and don't like. The resort has potential, but certain areas need work.
1) Our reception and check in was not very warm. Granted we were tired and hungry after a long day of travelling but a little warmth from the concierge would have made all the difference. We weren't made to feel welcome at all.
2) The things that other reviewers have said about queuing for food is absolutely true. The lady at the buffet is not friendly. When we first arrived she was gone so long that we wondered if we were supposed to go ahead and seat ourselves (there were many empty tables). The food at the buffet was average and not a lot of choices it seemed. The other restaurants are good, but there are few. Again like others have said, hard to get a table and you have to line up to get a reservation at certain times.
3) The pool area was not kept very clean and it was hard to get clean towels. The food at the poolside beach grill was not good and the service is very slow. If you have small children (we don't) there is a great kids pool with awesome looking toys and slides and I can see how kids would be kept busy for the entire day so that is something for parents with young children to consider for sure.
4) Noelly, who works at the indoor cafe was their one shining star. She is so friendly and bubbly - she should be running the place. All of the other employees were nice enough, but no one seemed to want to go above and beyond to assist you. Maybe some more training in customer service is in order?
5) Our room was in one of their older buildings on the beachfront that has 3 floors. We were happy to get a ground floor room with a patio door that opens up to 2 lounge chairs, an umbrella and right on the beach. This part was fantastic and we appreciated it very much. The room itself was adequate enough (again, we've never done this before), but the bathroom was awful. Every time you showered the floor filled up with water so we were having to mop it up with towels. We had a soaker tub right by the bed and every time someone upstairs flushed the toilet, it gurgled in our tub. The bathroom needs a major renovation. There was a window in the shower that opened up to some storage room and you could see an old ladder in there and god knows what else.
6) The beach was nice. We did notice however on one morning that we were out there at 9am on lounge chairs that the garbage was overflowing with diapers and other things. To me that just seems like common sense that the garbages would be changed at night time or at the very least, early in the morning before people get up?

Like I said, it has potential and even though this was our first experience with an all-inclusive, we knew in our hearts that certain things just weren't right. We had 5 days here and then another 5 days at another resort and it was night and day, we were very happy at the other resort. But again, in their defence, maybe that is reflected in the cost (?). We bought this as a package and I don't know what the difference in cost was (I'm going to find out). Maybe it wasn't ideal for us, I think we'd have to stay in a few more resorts in order to make a final decision but these were some of the things that stood out for us. I hope this helps!

  • Stayed: February 2018, travelled as a couple
    • Value
    • Rooms
    • Service
2  Thank Bonnie S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at Grand Oasis Tulum, responded to this reviewResponded 26 February 2018

Dear Bonnie,

We apologize for the inconvenience with the front desk, the lady at the buffet and the incident in the bathroom, we will do something about it to make sure it won't happen again. Thank you for enlisting some points that we are going to enforce in order to improve the service, your comfort and satisfaction are very important for us. We reiterate once again our sincere apologies for any inconvenience we caused and hopefully you can give us another opportunity to welcome you again in the future.

Kind regards,
Gerardo Bordoli.

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Reviewed 23 February 2018

We booked this resort with all good reviews, then about 3 weeks later all of the reviews changed for the worst, our experience was far better then one of the couples we travelled with. All the reviews about waiting in line to eat are true unless you are sian ka;an guests. If a restaurant does not need you to make reservations why would they allow sain ka'an guest to book and make you stand in line and be told sorry it will be 2hrs before you can get in. If you go lobby and try to book some of the restaurants at 9 am good luck more likely you will be told sorry we are full already as the sian ka'an guests were able to book at 7 am. Sorry for venting but all resorts should be first come first serve it makes it equal for everyone. Unfortunately they close one of the restaurants each night which makes it harder to go out and enjoy a nice meal each night you are there. You cannot blame the slow service on the workers it is the managements fault for not having enough staff to look after everyone. Now the good , the food in each area is great , not one issue with food, the beach is rocky but nice clear water, water shoes a needed for sure. The drinks are good and Fernando at the beach bar makes the beat mojitos. my fav place was the coffee and me shop thanks to the wonderful Noeli we mess you. overall good place , would I go back maybe if the hire more staff and get rid of the reservation thing

Room Tip: just watch where you are walking lots of trip hazards
  • Stayed: February 2018, travelled with family
    • Location
    • Cleanliness
    • Service
1  Thank Ronald219
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at Grand Oasis Tulum, responded to this reviewResponded 26 February 2018

Dear Ronald,

Thank you for taking the time to share with us your experience. We apologize for the inconveniences that you went through, we currently are working on those areas to improve and provide a better and faster service to our guests.We are happy that despite the waiting you got to had a fun vacation and that you enjoyed our food, the beach, and our facilities. We hope you can give us another chance, thank you for your time.

Kind regards,
Gerardo Bordoli.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 February 2018 via mobile

Let’s start with the positives:
- Very clean and well-maintained (exterior areas at least)
- No issues with the food sanitation.
- Small, but suitable beach with blue water.
- Quiet and calm, family friendly

The food/restaurants were probably the biggest issue.
When you check in, you are told there is only one restaurant that needs reservations. You quickly realize that after having waited in line at a non-reservation restaurant for 20 minutes that there is an « unofficial reservation system » where you must line up at 6pm when the restaurant opens, give your room number and reserve a spot for 7-7:30pm.
Even when you go to the buffet, expect to wait 15-20 minutes whenever you go.

Then there’s the quality of the food. It’s not horrible (I.e. I did not get sick), but the variety and flavour are lacking.

The staff in general are fine, but the concierge team for Grand Oasis need to get their attitude and sass in check. The ladies were obnoxious and bordering on condescending. You will always be referred to them for whatever questions or concerns you have during your stay, but whenever you go and see them you get feeling that you are bothering them and you should just figure stuff out on your own (like finding a first aid kit...).

Next, if you are the type of person that enjoys doing activities that the resort organizes, don’t count on doing much here. They do not stick to their own activity schedule for many activities.

Also, be aware that you do NOT have access to the adults only section unless you have booked into this section of the resort (or if you would like to pay an extra 45USD/person/night) to simply get the bracelet that allows you into that area. This area is where a lot of their promotional photos are taken and that are displayed for the regular Grand Oasis side of the hotel. There are restaurants, bars and pools that are advertised that you cannot access. The first day, a security guard very firmly indicated that we were not allowed to even cut through their lobby. We were heading back to our room and didn’t know our way around yet. The guard spoke only Spanish. Lucky for him, I speak Spanish and understood what he was saying, but I am unsure how the interaction would have gone down had a not spoken Spanish.

A side note as well, be prepared to pay 45 USD for 5 days of wifi/device.

So all those things aside, the rest was just fine! If these aren’t any of your travel pet peeves, then you will enjoy your stay here for sure.

As for me, one visit was enough.

Stayed: February 2018, travelled as a couple
3  Thank Stephanie H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at Grand Oasis Tulum, responded to this reviewResponded 26 February 2018

Dear Stephanie,

We appreciate the time you have taken to write this review, we want to apologize for not reaching your expectations, indeed we can tell you that we keep working every day to improve our resort and the services that we offer. We will, of course, contact the manager of the area that you mention above to make sure he does something about the issue that you mention so it will not happen again to you or future guests.We hope you can give us another chance to host your vacations in a near future. Thank you for your time.


Kind regards,
Gerardo Bordoli.

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Reviewed 22 February 2018

We were 2 families of 4,comprising my brother and his kids and us.

1. Room
Arrived at hotel and we were given a room with 1 bed for our family- we were told it was because we had booked an upgraded sea view room, and they didnt have any with 2 beds, which seemed a bit odd- they were able to give us a couple of single beds and the room was actually lovely once we got settled. However, the hot water was sporadic, the hair dryer didnt work, we complained about mosquitos and they said they would send someone to fumigate the room (they didnt).

2. Restaurants
Whilst the food was great, there were major issues with the restaurants. Part of the problem seems to be that this is one of 3 hotels, and one of the other ones allows their guests to call and reserve tables. As a result, you queue for at least half an hour each time in order to get given a table ( or not). As for getting a table for 8, forget it!
The Mexican restaurant was fantastic, great food and lovely decor. The White Box gastrobar has an interesting set menu and is of high standard- they also did a great job of adapting as much as they could for the children.

The buffet restaurant. I have stayed in literally hundreds of hotels around the world and I have NEVER had to queue to get in to a buffet restaurant. What made it all the more galling is that there were often more than 6 tables all set and ready and completely vacant. The lady in charge of the buffet, Ileana was nicknamed 'the Dragon' by our children because she was so unfriendly and rude. On our last day we got 2 tables of 4 from her which were next to each other, so we did the obvious thing and pushed them together. It nearly gave her a stroke, and we she demanded that we separate them- to which we asked to see the manager. A Mexican stand-off ensued. You have to bear in mind that our families get together once every year or so as we live on opposite sides of the planet, and we spent A LOT of money getting there. She refused to call the manager, so we refused to move.

Entertainment.
The children asked to take part in certain activities and were left waiting. They were then told that they should 'pick another'. Both the 11 and the 9 year old were really not impressed with this. However, the pool areas are lovely for kids, the sea is great (swim to the right and you will find coral, as it is all dead directly in front of the hotel).
The night time shows were pretty decent in particular the Water Circus show.

Having traveled to Mexico a dozen times or so, I have to say we would not come back to this hotel. There were days when I would have rated it a 2, simply because of the amount of time we wasted queuing for food. However the staff (a part from the dragon) are absolutely lovely for the most part- it just seems like the hotel was meant for half the guests and double the staff.

Room Tip: Worth paying for a sea view but reconfirm how many beds before going to it.
  • Stayed: February 2018, travelled with family
    • Value
    • Rooms
    • Service
3  Thank wiltshirepeace
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at Grand Oasis Tulum, responded to this reviewResponded 26 February 2018

Dear Guest,

We are truly sorry for the inconveniences you encountered during your stay. We appreciate you taking the time to share your experience; this helps us know our areas of opportunity so we can provide better services to all of our guests.
It is nice to know you liked our food and that you enjoyed the night shows. We hope to have the opportunity to welcome you back again to enhance your experience and perception of the Hotel.

Kind regards.
Gerardo Bordoli.

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Reviewed 22 February 2018

We just returned from Grand Oasis. I will say that the grounds are nice. Beach is incredible!! Food was ok. Some things tasted good while others not so good. Breakfast was the best! I could get an omelette or over easy eggs. Beef was often tough and bacon was under cooked! ( I like crispy bacon, but not burned.) We had an issue with our room safe! I would not lock so we called the desk and they sent someone right up. He checked it out. Said he would be back in 5 mins.....21/2 hours later he hadn't returned so I called the desk and they sent some one else up. He looked at it and said it had a bad chip-he will be back in 5 mins.....6 hours later and 5 different people looking at it, it was replaced. We wasted all afternoon on a beautiful day sitting in our room!!! I was mad!!!! During that time in the room I noticed that we didn't get coffee packs for the room, I called the desk and was hung up on!!! Called again and hang up! I was getting even more upset so I tried again and hang up!! I gave up!!! We met Gerry, the general manager. He was very nice, he chatted with us for almost an hour our first day there. He also listened to our gripes and compliments and he took noted so things could get better! Thanks!!!! The drive from the airport was almost 2 hours long with many stops along the way dropping people off at other resorts.

Room Tip: We loved our beach front condo on the 2nd floor!!!
  • Stayed: February 2018, travelled with friends
    • Location
    • Cleanliness
    • Service
2  Thank val9992015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at Grand Oasis Tulum, responded to this reviewResponded 26 February 2018

Dear Val,

Fisrt of all, we ask you to accept our most sincere apologies for the incconviniences with your room safe, the service and all the time you had to wait for someone who would actually help you. We will speak to our team to make sure this will not happen again with you or future guests. on the other hand, we are glad that despite all, you had a good time at this your resort. Thank you so much for the time you have taken sharing your expirience with us!


Kind regards,
Gerardo Bordoli.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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