Grand Oasis Cancun

This resort was a complete disappointment and nowhere near worth the price. It advertises itself as an all-inclusive resort, but that is extremely misleading. Only three restaurants were included, multiple bars were closed throughout our stay, and nearly every non-buffet restaurant required an additional fee. There is absolutely no value in paying for upgrades because reservations are nearly impossible to get through the app. The resort appears to prioritize locals purchasing day passes over paying guests.

The rooms are old, outdated, and poorly maintained. The mini bar consisted of two low-quality beers and bottled water. In one room, the bathroom flooded every single day because the drain never worked properly. Despite repeatedly being told it had been repaired, it continued to flood daily. I have videos documenting the flooding each day, along with videos of staff assuring me it was fixed when it clearly was not.

The second room had a loose faucet, a broken shower/tub fixture, a bathtub that had been poorly reglazed, and mold in the bathroom. The third room's air conditioner barely worked, blowing only slightly cool air through an ancient dial-controlled unit. Overall, the accommodations are severely outdated and in desperate need of renovation.

Even basic housekeeping fell short. The only apparent "all-inclusive" benefit was extra bottled water, which I often had to retrieve myself because it was never delivered to the room as promised.

The food was bland, and we chose to eat off the property most days. Even worse, the main buffet had roaches crawling on the food. I have video evidence of this, including a young boy alerting his mother about the roaches. An employee simply picked one up with her bare hands and walked away while the food remained available to guests. It was absolutely disgusting and completely unacceptable.

The reservation app is essentially useless. It acknowledges requests but rarely confirms reservations, making it impossible to enjoy the restaurants you are supposedly paying for. The resort's website is also misleading. It advertises amenities that either don't exist or are unavailable. There is no casino, despite the website suggesting otherwise, and all of the bars close at 11:00 p.m.

The bell staff was particularly disappointing. One employee was openly dishonest, and I have video evidence showing what he initially told me versus what he later told his supervisor in Spanish. Unfortunately for him, I am fluent in Spanish. When I confronted him and informed him I had recorded the entire interaction, he immediately walked away because he knew he had been caught lying. Experiences like this reflect a serious lack of integrity among some members of the staff.

To be fair, approximately 80% of the employees we encountered were pleasant, professional, and hardworking. Unfortunately, the remaining 20%—those who were rude, dishonest, and unhelpful—completely overshadowed the positive experiences and ruined what should have been an enjoyable vacation.

I would not recommend this resort to anyone. Between the misleading advertising, poor maintenance, unsanitary food conditions, lack of amenities, and dishonest staff, this property simply does not deliver the experience it promises.

Just save your money .... avoid this bs Poor quality and buffets are bland, repetitive, and low-grade. Gave me repeat stomach issues. Specialty restaurants are hard to get into and reserve. Understaffed bars and front desks result in hours-long check-in delays and slow drink service. And absolutely no customer service skills no way i have an emergency and they react so slow and nonchalant. Elevator shortages: Slow or broken elevators create heavy congestion in high-rise towers.Room and Facility MaintenanceOutdated conditions: Worn-out furniture, spotty air conditioning, and dated decor.Plumbing and upkeep flaws: Inconsistent hot water, malfunctioning toilets, and occasional reports of dampness or musty smells.

⭐☆☆☆☆ – Save Your Money and Stay Somewhere Else

I rarely leave negative reviews, but this experience has been so disappointing that I feel obligated to warn other travelers.

I’m currently staying at this hotel, and it has been one problem after another. If you’re considering booking here, I strongly recommend doing your research before spending your money.

The biggest issue was the excursion the hotel helped us book. We were a group of seven people, and despite arriving on time, we were forgotten and left behind. Instead of the transportation we were expecting, we had to take a taxi. To make matters worse, the taxi’s air conditioning barely worked, so we were hot, uncomfortable, and frustrated before the tour had even started.

We were also told the boat would be adults-only, but that wasn’t true. The boat was overcrowded, loud, and nothing like what was described to us. The ride to Isla Mujeres took about 45 minutes, and the water was so rough that several people felt sick. The experience was so unpleasant that our group decided to return early instead of enjoying the island.

The return trip was even worse. There weren’t even enough seats for everyone on the boat, which was unacceptable and made the ride back feel disorganized and unsafe.

When we brought our concerns to the hotel supervisor, Israel, we expected someone to take responsibility and make things right. Instead, we were offered only a small discount that didn’t come close to making up for the ruined experience. It felt like customer satisfaction wasn’t a priority.

Unfortunately, the problems didn’t stop there. The food throughout our stay has been extremely disappointing. The quality, taste, and overall dining experience have been well below what we expected from a resort.

I’m writing this review while I’m still staying here because I don’t want other families or travelers to waste their hard-earned money the way we did. Vacations are expensive, and people deserve honest information before booking.

There are many resorts in Cancun. Based on my experience, I cannot recommend this one. Do yourself a favor, read reviews carefully, compare your options, and consider staying somewhere else.