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“nice hotel, very friendly staff” 4 of 5 stars
Review of Oasis Tulum

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Oasis Tulum
3.5 of 5 Resort (All-Inclusive)   |   Ctra. Chetumal-Puerto Juarez, Km. 251, Akumal 77780, Mexico (Formerly Be Live Grand Riviera Maya)   |  
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Hotel amenities
Special Offer
Up to 45% Secluded Resort
Ranked #18 of 21 Hotels in Akumal
Winnipeg, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
“nice hotel, very friendly staff”
4 of 5 stars Reviewed March 23, 2014

I really found this a great hotel, as I prefer the smaller hotels and have found the staff gets to know you and you aren't just another vacationer. The restaurant and bar staff always greeted us with a friendly smile and English and Spanish welcome. The food in the buffet restaurant was very good, good variety. You could eat inside or outside which I really enjoy!
The activity staff were fun, Nidia and Mayra in particular are wonderful women who did the water aerobics and games. Other activity staff were also humorous, lively, friendly and fun but I don't know their names :)
The evening entertainment was good quality, the hotel hires a theatre troupe and the light show and their Mayan cultural shows were very good.

Room Tip: Don't ask for an ocean view, apparently those rooms haven't fully recovered from the hurrica...
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  • Stayed February 2014, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Oasis Tulum, responded to this review, April 14, 2014
Dear Glenda:

Thank you very much for your kind and positive review. We are glad you spent your holiday in our hotel and that you enjoyed your stay with us.
It is a pleasure to serve you and make your stay with us an unforgettable experience.

Best regards.
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1,188 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (335)
Date | Rating
  • Danish first
  • English first
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  • Swedish first
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English first
Winnipeg, Canada
1 review
5 helpful votes 5 helpful votes
2 of 5 stars Reviewed March 21, 2014

when we were looking for a hotel they said you could use 2 hotel amenities but what they don't tell you its a extra 40$ a day to use them. they drop you off at the main lobby of the grand oasis then you have to make your way back to oasis Tulum 2 different hotels and its a 5 min walk.you get a orange band and the grand is a black band totally different!!! orange is second class. two nights we had no hot water the last day early morning we had no water could not even take a shower or flush the toilet and had to wash with bottled water thank god we had some left. at the oasis Tulum they have major issues with sewerage it always smelt really bad when walking to go eat( which you have to do for every meal) or you want to go to the nice pool or beach.oasis tulums lobby is the so called sports bar which has a coffee machine which is half the time out of coffee or is not ready in the morning because they turn it off at night. there is no coffee pots in the room. the rooms are ok they are clean but our room was up three flights of stairs (which we had to carry our own luggage up and down when we left not to mention the five minite walk with luggage in hand to the grand to catch our bus to leave ( they have no staff on till 7 am so if your flight leaves too early or too late your out of luck) one night we were going to have drinks in the sports bar but they had no ice and the bartender that was on that night was more interested in the soccer game than getting some ice. they staff is really friendly and nice emmanual(our regular bartender not the jerk that wouldn't get us ice ) and palma the receptionist were pleasant and made special effort . the first day we got there we wanted a lock box key ( which cost 7$ a day) took 30 min for them to bring from the grand oasis. they air cond was, too high had no remote to turn it down requested one but told wasn't any till we complained to sunwing rep the next day then they magically found one (or stole from another room) they good thing was the beach was really nice and the food was good and a really nice selection except for 2 days no butter or apple juice. wish we would have upgraded for the second week

Room Tip: stay at the grand oasis
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  • Stayed March 2014, traveled as a couple
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Oasis Tulum, responded to this review, April 14, 2014
Dear Karen:

We sincerely regret that you have had this negative experience at one of our hotels. Please note that your comments will help us improve the service and thus fulfill the highest expectations of our guests in our facilities. We reiterate that we are always looking to get in touch with you and your comments are always taken into consideration to improve our service.

No more for now thank you for your attention

Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, Canada
Senior Reviewer
6 reviews 6 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
2 of 5 stars Reviewed March 20, 2014

When we arrived we were asked to provide a print out of our room info in order to check in, which we did not bring. We were exhausted from traveling and said we only had our e-mail confirmation, which we thought would be good enough. (The front desk was very dismissive and sent us to the concierge desk) We spent 45 minutes trying to check in as they said they could not check us in if we didn't have a printed out paper with our information. We ended up logging on to e-mail through a laptop, emailing the confirmation to the concierge where she finally printed it out. No one apologized for the delay. We were then told that we were in fact NOT staying at the Grand, but in another location. We waiting for a golf cart which took us to a less flattering hotel an 8 minute walk away. Our room was small, the view was of a maintenance area/wall and we had no shower curtain, no hot water. Our air conditioning unit starting leaking in the middle of the night, soaking two of our suitcases and dripping on our bed. My boyfriend's parents who were traveling with us complained, and had their room upgraded for 60$ a more a night, and were all given upgraded wristbands to allow us to use some of the previously off limits bars/pools. (their upgraded room also had no hot water).
The wrist bands were a terrible thing. Such a strange and uncomfortable thing to walk around with a bright orange wristband, while others wear a black one and have access to more of what the hotel has to offer. There were A LOT of Italian travelers with very loud and plentiful activities specifically there for them and as Canadians we felt that we did not take priority at all. (Very weird)
The front desk was useless, we witnessed three young boys (ages 10 or 11) abusing the iguana's which live on the ground (Throwing coconut at their heads to crush them!). We were very upset and told the front desk immediately. They said they would take care of it, but no security was sent. We complained twice more and the children were still allowed to roam the grounds terrorizing the animals and plant life unsupervised.
The disco was very empty, and not much going on after 10pm.
The good things (There were some) The beach was beautiful, lots of fish to see if you have a snorkel! The staff working there were all great! We always tipped well because they truly were really good at their job. The food was good, always fresh and surprisingly yummy.
Despite the nice beach and staff, I would never recommend anyone to book a stay here with Sunwing. We tried to leave the resort as much as possible.

Room Tip: Stay in the GRAND.
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  • Stayed March 2014, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Oasis Tulum, responded to this review, April 24, 2014
Dear Guest,

Thank you for sharing your experience with us. We would like to offer our sincere apologies for the inconveniences you had, rest assured we have passed these on to the appropriate departments to resolve. We are happy to hear that you thought our staff was great; exceeding the expectations of our guests is one of our goals. Our kitchen staff takes great pride in their culinary creations so we are delighted to hear you enjoyed the food in our restaurants. We hope you give us the opportunity to welcome you back in the very near future to make your next experience an even better one.

Kind regards,
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Calgary, Canada
1 review
8 helpful votes 8 helpful votes
2 of 5 stars Reviewed March 17, 2014

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 GOOD:
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.

THE BAD:
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..

Room Tip: Book at the Grand. If you book through Sunwing for the Oasis Tulum, you will be located by the highw...
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  • Stayed March 2014, traveled with friends
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Oasis Tulum, responded to this review, April 24, 2014
Dear Guest,

We appreciate the time you have taken to share your comments with us. We take all guests comments very seriously and have passed your inconveniences on to the appropriate departments so that these can be avoided in the future. Let us take this opportunity to explain that all guests can upgrade to the Grand category anytime whether just for one meal or for a few days, depending on availability. We are pleased to hear you received great service from the staff you mentioned and we will of course congratulate them accordingly. Our staff is continually trained to go above and beyond the expectations of our guests. We are delighted you thought the food was delicious; our kitchen staff goes to great lengths to provide a diverse range of dishes to cater to all our guests’ tastes. We hope you give us the chance to welcome you back to our resort in the near future and are at your disposal for any questions you may have.

Kind regards,
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Keewatin, Canada
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed March 16, 2014

Just returned from a 1 week stay at Oasis Tulum. Beach and staff get high ratings, but the main lobby is deceiving. Initially u think that u r staving at a luxury resort, but this is not the case. There are two resorts here, oasis tulum and grand oasis. This hotels caters to the folks wearing black bands (the grand oasis quests). The oasis tulum , u r treated like second class citizens, told that u can,t go to certain bars, restaurants or are areas. We complained on the hotel computer in the lobby and received a black wristband on day 5 of our 7 day staff.
U can upgrade when you arrive for around an additional $400 dollars. Yikes!
Bottom line this is not the place to go if u r young and looking for a lot of nightly action. It is a relaxing resort, very low key if that is what u want. Would I return, very unlikely. Think I could have spent my $ better in another resort.

Room Tip: No elevators if u stay on the tulum side. Pay the extra money and ask for ocean or pool room. Garden...
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  • Stayed March 2014, traveled with friends
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Oasis Tulum, responded to this review, April 14, 2014
Dear Guest:

Thank you very much for sharing your comments with us. We want to know that every day we are making changes and improvements to our hotels to provide our guests with excellent service. We look forward to see you again in our hotel to enhance your experience.

Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Brunswick
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
33 helpful votes 33 helpful votes
5 of 5 stars Reviewed March 14, 2014

Hello
I would like to start off by stating that I don't understand why people complain about safe charges, wifi charges, the food, the rooms etc. I seriously think that some people just like to complain! This resort is great! Point Said! Yes you pay a little more for your Wifi but the darn thing was so fast and available all over the resort! We even streamed Netflix on it!! Try that elsewhere! I heard people complain about things that I really had to shake my head with amazement on how self centered some people are. Yes we had minor problem but we didn't let that ruin our stay.
The food was second to none. We were 14 and NOBODY got sick!! The resort is spotless! The beach is awesome but the best thing about this resort is the Staff!!!!
I can’t remember them all by name but Joaquin (food and beverage manager) Isabel (front desk) was just examples of a very professional staff. They and the rest of the team made our stay a wonderful experience.
Will I got back absolutely!

Pierre

Room Tip: even if your room is not to your liking don't let that ruin your vacation.
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  • Stayed February 2014, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Oasis Tulum, responded to this review, April 14, 2014
Dear Guest:

It is a great pleasure to receive feedback on our service and this motivates us to keep improving and so ensure a high quality service. We look forward to welcome you again in our hotel where we welcome you with open arms and the satisfaction of seeing you again.
Again, we appreciate your trust in us.
Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Weyburn, Canada
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed March 13, 2014

My wife, her friend and I stayed from March 1st until March 3rd. We had booked an entire week but it got so bad we ended up moving to another resort. I was going to go into detail about it all but I'll keep it short here and save the detail for my letter to Sunwing. So here's the "Cole's Notes" version.

Service from the front desk:
Horrible, not one staff member cared that we were unhappy with the quality of the resort and considered ourselves mislead by both Sunwing and Oasis's website. We were told several times "you got what you paid for". We never once debated that, just that we thought we were paying for more. I tried to upgrade us and pay the difference, nope.

Our Room:
Broken Lamp, patio door that wouldn't lock (we were on the ground level), phone that didn't work, and bar fridge that didn't work. We asked 5 times our first day for these things to be fixed. Nothing... Wasn't until the second day when we unloaded on the Unique agent (their time share salesman) that anything got fixed. We complained about feeling cheated because everything looked nice online but was run down, shabby, and rusted in person. He said we were not the first people to make these complaints and apologized. Then tried to get me to sit through his presentation for $100 USD I could spend at the resort, needless to say we didn't sit through his presentation...

Our Friends First Room:
The lights & phone didn't work. Again brought it to the front desks attention FIVE times in the first day (Thank you for nothing Milca) and it took the Unique Agent on the second day before they told us they didn't know what was wrong with the lights and would move our friend.

Our Friends Second Room:
We couldn't get her into her second room until 4 pm. Then we went for supper and drinks. Dropped her off at her room around 9:30 only get get a phone call in our room shortly there after... Turns out the ceiling in her bathroom above her bathtub had COLLAPSED. There was plaster everything, exposed pipes, mold smell etc. So at about 10 she was off to her third room...

Our Friends Third Room:
No soap, no towels, no bottled water. She called housekeeping to bring her some and proceeded to wash her face while she waited. Everything was fine until she couldn't turn the water off... The housekeeper couldn't turn the water off... And when Maintenance came they shut the hot water to her room off completely and told her they'd look at it the next day...

Our friend was visited by a Guest Relations Agent after breaking down in front of the housekeeper. Finally FINALLY someone cared and our friend spoke with a guest relations rep (only because the housekeeper went and told the guest relations people what had happened). She was very upset and unhappy as we all were by 11 pm that night with all the crap that had gone on. The Guest Relations Rep said they didn't have any more rooms they could move us to at the Oasis Tulum, they were fully booked. But did offer to send us to the Oasis Sens in Cancun. We took her up on it and stayed the remainder of our trip in Cancun at the Oasis Sens. It's a MUCH MUCH nicer resort and we didn't have to play musical rooms.

Even though we enjoyed the Oasis Sens we will never travel via Sunwing (misleading, and their reps were TERRIBLE) or staying at another Oasis resort ever again (The service we got the first two days, room issues aside, was lower than low).

Room Tip: There aren't any... If you're going to stay here make sure you book the Grand Oasis Tulum.
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  • Stayed March 2014, traveled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Oasis Tulum, responded to this review, April 14, 2014
Dear Guest:

We regret not having met your expectations, so we offer our sincere apologies and inform you that all views are taken into account in order to improve our services and meet the expectations of our guests more fully and effectively.

No more for now we welcome your feedback.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Oasis Tulum

Address: Ctra. Chetumal-Puerto Juarez, Km. 251, Akumal 77780, Mexico (Formerly Be Live Grand Riviera Maya)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Akumal
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool
Hotel Style:
#11 On the Beach Hotel in Akumal
#12 Top resorts Hotel in Akumal
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Oasis Tulum 3.5*
Number of rooms: 161
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

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