My friend and I just returned from a week at the Oasis Tulum. When we arrived at the hotel our bus dropped us off at the hotel lobby to check in. After about 20 minutes of waiting at the desk they advised us that we were not booked at that hotel, we were ay the main lobby and that is for the Oasis Grand and we were booked at OasisTulum. We waited for over an hour for a golf cart to come and pick us and our luggage up to take us to the hotel, when one had still not arrived, we walked there with the help of a nice man named Carmen. Carmen carried our luggage up three flights of stairs and helped us to our room. The room was tiny, no balcony, and a view of a cement wall. After we dropped off our bags we went back to main lobby to ask about upgrading to the Grand, we were not able to upgrade until half way through our trip so we didn’t bother. It would have been an additional $60 a night to upgrade. There are 2 hotels, the Grand (black wristbands) who get nice rooms, access to everything etc. and then there is the Oasis Tulum (orange wristbands). What we quickly learned was that Oasis Tulum has an agreement with an Italian travel company and the Italians were priority to stay in the Oasis Tulum that is located near the amenities. The agreement Sunwing has with the hotel is that all Canadians not staying at the Grand, would be shipped to the highway. When you book at the Tulum, you DO NOT have access to most bars, restaurants, pools and certain areas of the beach. I have never stayed at a hotel with so many rules about where you are allowed to eat, drink etc. It is very deceiving that when you book a hotel, you arrive and aren’t allowed anywhere and are staying in the middle of nowhere. The rooms were also FILTHY, when we arrived on Sunday, there was left over food in the hallway of our hotel room floor, on Thursday the food was STILL THERE, just crawling with bugs. Also if you are interested in staying up past 10PM this is not the hotel for you, there is no lobby bar that the Tulum guests can get drinks at. The only option is the Disco, which there were maybe 4 people at a night. To sum it up;
The Staff: Paola at the Casa Club was amazing. She was so friendly and made our stay at the hotel enjoyable. She would always chat with us and ask what she could do to make our stay better. We also really enjoyed Carmen and Manuel. The bartenders at the Teatro theatre were also so much fun!
The Beach: The beach was beautiful, never a problem getting a chair, but all the chair pads and palapas were taken by 5AM
The Food: Even though we were not allowed at most restaurants, the ones we did get to experience were delicious. The buffet was not huge, but the food was all very good.
Front desk at the Grand: TERRIBLE service, we were not allowed to check in there, but for some reason that was where we had to check out. When we were checking out the “assistant manager” just interrupted the fellow who was checking us out to make bracelet welcome packages.
Accommodations: The room in the back 40 was small, no balcony, hardly a window and filthy. Piles of hair and dead bugs in the hallways. The Casa Club was very far from everything, there were bikes available in the day and a golf cart that would come when you called it.
Nightlife: Non- Existent, there was a Disco but there was never anyone there. The shows were good, a few at the theatre and some at the beach.
Sunwing: The representation of this hotel through Sunwing is completely fabricated. I will never travel with them again because of this.
All in all we had great weather and spent most of our time on the beach, which made up for everything else. We made the best out of a bad situation. We did hear from A LOT of people we met who were all experiencing the EXACT same thing when booking through Sunwing. If you complain loud enough they will give you the black bracelet for free, but not move your room as they are always over-booked. The hotel we stayed at was a 2 star at best. The Grand looked quite a bit nicer, but for the cost to upgrade you can stay at much better spots in the Mayan Riviera. I have been to Mexico over 20 times in the past 12 years, and have never been to a place that had so many issues. If after you read this you still want to go to the Oasis Tulum, DO NOT book through Sunwing or you will be sorely disappointed..
- Official Description (provided by the hotel):
- "People say I'm gorgeous, but that's just how nature made me: fresh and beautiful, with a price that's definitely down to earth. I run with the quiet crowd, away from the bright lights and hustle, but my beach is the most extraordinary paradise you can imagine, with its amazing shape and coral reef, and spectacular scenery all around. Bring the family: spend time at my spa while the children check out my super new Kids' Club". ... more less
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- Also Known As:
- Be Live Grand Riviera Maya Hotel Akumal
- Grand Oasis Riviera Maya Akumal
- Oasis Grand Rivera Maya
- Grand Oasis Riviera Maya Hotel
- Club Oasis Akumal
- Oasis Akumal
- Oasis Grand Riviera Maya Hotel
- Oasis Tulum Riviera Maya/Akumal, Mexico