We booked the vacation for Rivera Maya, but due to that hotel being under renovation, we were sent to this hotel. We had booked two rooms, but one of our traveling members could not go, when we arrived on site, we asked for a King Suite. The staff was friendly and allowed us to scope out a couple of rooms before we agreed on the suite. We picked a nice suite overlooking the golf course (we could see the ocean) and we were not charged. There were some minor issues, but maintenance crews came up immediately to resolve them. Besides the bathroom having a slight smell similar to sewage, the room was nice and room service friendly and accommodating. We frequented the VIP club for drinks and enjoyed the bartenders Rueben and Sylvia who were exceptionally wonderful. The marketplace was perfect for breakfast as the buffet was different each day. The view was outstanding overlooking the crystal blue ocean. It was a perfect retreat for the money and would go back again. We booked through Cheap Caribbean.

Rooms flood when it rains. It happened to me and the attendance was poor. It took over three hours to provide relief. I had to beg for help and I lost a day of tour. During checkout I registered complaint but got no answer. I've sent four emails but the hotel did not answer any. If you don't want to dive into your own room, don't to the oasis cancun.

My husband and I recently stayed at the Grand Oasis Cancun in Mexico. Unfortunately, our stay was miles short of an ‘oasis’.

When we checked into our room, we immediately noticed that our toilet was not flushing correctly. It looked as though it was clogged and the water would rise and then slowly drain down, but not brining anything down with it. I called down to the front desk to let them know there was an issue, asking for a plunger or for someone to come up and fix it while we were out to dinner.
That evening we arrived back to our room and realized no one had come to fix our toilet. The next morning, I called down to the front desk letting them know that our toilet was clogged and asked for someone to come fix it. Throughout the day we stopped up to our room a few times and, in total, ended up calling down to the front desk 3 times that day. No one seemed to see the urgency of the issue. The next evening before dinner, we became furious that we could not use our own bathroom and that we had to walk all the way down to the first floor lobby to use the restroom. So, I personally spoke with someone at the front desk regarding the issue. The man at the front desk filled out a request right in front of us, so we hoped the issue would finally be resolved.

Late that evening, we returned to our guest room. What we came back to was not only a nightmare, but indescribably the worst experience I have ever had in my 27 years of traveling. Our whole entire room was flooded with water. The toilet had started running on its own and overflowed. The water was all over the bathroom, in the closet, under the bed, and all the way to the balcony. We frantically grabbed all of our soaked shoes, swim suits, clothes and luggage that were all drenched in disgusting feces and urine filled sewage.

As you can imagine, we were beyond livid. It is not only that the problem could have been resolved right away when we arrived, but it was not until the entire room flooded, and all of our belongings were ruined, that anyone paid any attention to this issue. Unfortunately, the complete lack of competency of Grand Oasis Cancun’s staff did not end there.
We received the most disrespectful customer service we have ever experienced. We received no apology for the matter and were told that the manager was too busy to talk to us (it was 1:00am by this time) and to come back tomorrow after we had gotten some sleep and eaten breakfast. We complied, as we were given no choice.

I spoke with a manager in the early afternoon and she proceeded to tell me that it was my fault for putting too much toilet paper in the toilet. Clearly, that wasn’t the issue since we never were able to use the toilet! I felt so disrespected at this time. All we wanted was a little understanding and respect and we weren’t given the time of day. It was a terrible customer service experience yet again.
We hoped that the hotel management would apologize and do something to make the situation right. But no, they had absolutely no desire for us to walk away pleased.
The day of our departure, we asked for a manager once again to get this problem resolved once and for all. At this point, we demanded our money back for our stay and in return were handed an email address to file a formal complaint.

Once we were back in the states I proceeded to go back in forth for FOUR months with Janice Brockmeyer, Director of Group Sales - TravAmerica representing Oasis Hotels & Resorts, Cancun. She, also did absolutely nothing to resolve this issue!

Our night was wasted switching rooms, our vacation was wasted dealing with rude and incompetent hotel staff and packing up our sewage-soaked belongings. Our stay was wasted trying to deal with this ‘simple’ issue. Hundreds of dollars worth of luggage, clothes and shoes were wasted and ruined. In addition to the tangible losses, we wasted our priceless vacation time and we are very happy that we did not get sick from cleaning up feces and urine soaked items.

And on top of that ... the food was disgusting, I don't think we received one meal that we were satisfied with. And we really don't have high expectations! I have never experienced such a terrible hotel. DO NOT STAY HERE!!!

I arrived like 1PM and it took almost 3 hours to check in. Very disapointing. We were not assigned as a couple so we lost a prize of 500 pesos.They served us lunch in the restaurants and drinks while we were waiting to check-in though.
The restaurants all real nice, but there's one that's terrible (and it's one exclusive for black armband). The name is Dos Lagunas, it's the italian one. We had a terrible waiter service, the wine was old and spoiled, the pasta and the meat tasted and smelled awful. Also, we saw a big rat running around the place.
The whole experience was amazing though, the wet bar at the pool with nice barmans (specially Ivan), we has an awesome time there and at the restaurants,
The room is Excellent!!! No complaints about it, and room service is amazing.