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“Snorkling right from the Beach” 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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Ranked #17 of 20 Hotels in Akumal
Quebec, Canada
1 review
1 helpful vote 1 helpful vote
“Snorkling right from the Beach”
4 of 5 stars Reviewed August 16, 2014

Thanks Ricardo Jimenez for the really good snorkling tour (great barracuda, lot of blue fishs, stingray, coral, etc).

The room at the Casaclub was very moist with bad odor, but the rest of our vacation was very nice.

Very friendly staff at Arrecifes Terraza, (thanks for good service, Emmanuel and Angel), good Buffet too, simple but good.

Very Nice beach with à lot of multicolor fish.

Isabelle and Michel

Room Tip: Choose other than Casaclub. At the Grand Oasis Tullum it's better.
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  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Service
Was this review helpful? Yes 1
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, August 18, 2014
Dear Isabelle and Michel,

Thank you for taking the time to share your lovely comments in regards to your stay in our hotel. We are happy to hear that you enjoyed the snorkeling that we offer our guests. In regards to your room we would like to let you know that your comments will be passed on to the appropriate departments so that they can fix this issue. We appreciate your feedback as it helps to show us areas where modifications can be made.
It brings us great joy to hear your appreciation for the service. Rest assured we will congratulate those you have mentioned for their great work.
We hope to welcome you back to our hotel in the very near future.

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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986 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    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 (287)
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3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed August 15, 2014

We traveled to Oasis Tulum in January 2014. We have been to this resort severl times in the last 9 years, but it had been a few years since our last visit. Upon arrival,(group of 6) we were met by the concierge who informed us that the hotel had overbooked and they didnt have rooms for us. We were very dissapointed but they were very quick to tell us that they had rooms for us at another location. They were very persistant in getting us to take the other rooms and sign a waiver releasing them of any responsibility and basically shipping us off to who knew where. We finally got them to agree to show us where they were sending us too before we signed any documents and they took us to Grand Bahia Principe. This resort was beautiful, but we booked ocean front and Grand bahia did not have ocean front (at least not for us). After negotiating with Paolo all day, they gave us vouchers to return to the resort complimentary in the coming year. We have to pay airfare of course. All in all, the trip was fine. We stayed at the Bahia Principe (we did have access to Oasis Resort as well) and enjoyed it. It is a huge resort (like disney world), which is not what we prefer, but it did give us the oppurtunity to observe the changes at Oasis Tulum/ Grand Oasis Tulum and now we feel confident in coming for our next trip. The Oasis has made changes and Im not sure they are good ones. It does seem that there is a division that is not made clear when booking, you just get a wrist band that denotes where you can and cannot go, eat, drink, etc... Food was ok, not what we remembered. We were glad that we were eating at Grand Bahia as the buffets there were like being in Las Vegas.The Oasis was once a fabulous resort with great employees... maybe they should reconsider the changes. It is the most beautiful beach I have ever seen, second only to the beach at Tulum ruins.

Room Tip: This resort is definently beachfront. The grand oasis has remodeled and closed off the balconies, so...
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  • Stayed January 2014, traveled with friends
    • 5 of 5 stars Location
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
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, August 18, 2014
Dear Paul,

Thank you for taking the time to share your comments with us. We apologize for the inconvenience you had when arriving at our resort, these were unfortunately a result of unforeseen circumstances. In regards to the wristbands, we would like to take this opportunity to inform you that we have two categories at our hotel, Oasis and Grand. The Oasis category gives you access to a host of specialist restaurants while the Grand category gives you access to all areas of the resort. We offer these two categories to cater to the different needs of our guests, furthermore an Oasis guest can upgrade to dine at a Grand category restaurant at any moment. We look forward to welcoming you back and to show you the improvements we have made to the satisfaction of our guests.

Kind regards
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New York
1 review
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed August 14, 2014

The location itself is very nice, but the rooms are horrible. It smelled of mildew, was infested with ants, and had rust and stains on the linens, curtains, and walls of the room. Luckily, the weather was great, otherwise, we could not see ourselves staying in that room for the entirety of our trip.

On a positive note, the wait staff was excellent. Very friendly, helpful, and nice to be around. On a negative note, the front desk was indifferent to our problems, hostile, and had no interest in helping us. The front desk made us feel as though they had already gotten our money and cared about nothing else. First, we requested clean linens on our first day because they were soiled. After we called twice within 2 hours, I went to the front desk. They said it was on its way up. We later waited another hour, at which time we wanted to go to bed but could not because there were no clean sheets. I went down to the front desk and got the same reply that it was on its way. We waited in total of 4 hours, and 4 trips to the front desk before we could go to sleep. When we complained, the front desk showed no empathy and offered no accommodation, nor even apologized for the severe inconvenience.

Second, when we arrived at the resort, the front desk "offered" us a promotion at another Oasis resort (Sens). The front desk told us that the Oasis Tulum (where we planned on vacationing) wasn't that nice and that the Sens was much better and we would be better off there. However, the Sens was an hour and a half back in the direction we already came. We felt the front desk was clearly trying to alleviate overbooking or pushing the "upgrade" in their own self-interest. Clearly, a "promotion" like this is not as spontaneous as they alleged, and therefore, they could of asked us before we left for our trip whether we wanted an upgrade so we wouldn't lose an additional day in Mexico. This was a very off-putting and unprofessional way to greet your guests. The front desk manager told us we could not take time to look at the upgraded resort and needed to make a decision within minutes. He did not give us the opportunity to first see our room at the Oasis Tulum before deciding whether or not we would go to the other resort. Traveling to Mexico from the US, only to be met by a hotel manager telling you that they want you to "upgrade" to a different resort an hour and a half away that you have no information or expectation of is not professional. This gave us a bad impression of the Oasis from the start.

Notably, the Oasis Tulum and Grand Oasis Tulum share the same premises. Certain accommodations, pools, etc. are off limits to Oasis Tulum guests. The brochures, website, and information regarding this difference is not conspicuously noted on any Oasis Tulum advertising.

Additionally, the front desk made no effort to show us around the premises when we arrived or explain how the resort operated. They simply give you a room key and send you off to figure out (the hard way) when you need to make reservations, what places you cannot go to, etc. etc. etc.

The resort is not the "calm resort" it claims to be. It is loud, noisy, and lots and lots of kids. If you want to go to a resort with a "relaxing" environment, this is not the place.

Having said that, the wait staff was excellent and should be applauded for their high work ethic and diligence to make the guests feel comfortable.

We are two young professionals who saved all year for this trip. We would not recommend the Oasis Tulum to anyone. Management made they're guests feel as if they were nothing but a number that needed to pay extra fees and hidden charges for anything not included in the "all inclusive."

  • Stayed August 2014, traveled as a couple
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 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, RP at Oasis Tulum, responded to this review, August 15, 2014
Dear Bill,

Thank you for taking the time to share your comments with us. We are happy to hear you thought our waiting staff was excellent. Nevertheless it is with great regret that we did not fulfil all of your expectations. We would like to offer our sincerest apologies for the inconveniences that you had during your stay. Rest assured your comments will be passed on to direction so that changes can be made. Whilst your feedback is very much appreciated, please be assured that your experience is not representative of our usual standards of service. We very much hope that you will give us another chance to show you a truer representation of our resort. If there is anything we can do to rectify the situation, or if you wish to discuss this further, please do not hesitate to contact us directly.

Kind regards
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Murphysboro, il
Senior Contributor
28 reviews 28 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed August 14, 2014

Yearly trip to Akumal 2nd time here. Beautiful place very friendly welcome was a little disappointed in the buffet staff. Not very friendly. But all in all the place is great! They have a kids club and the water is calm for snorkeling right from the beach

Room Tip: Ocean front second floors are really nice
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  • Stayed August 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Service
Was this review helpful? Yes
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, August 15, 2014
Dear Guest,

Thank you for taking the time to share your comments with us. We are happy to hear that you thought our resort was great overall. In regards to the buffet staff, we would like to let you know that your comments will be forwarded to the appropriate departments so that they can make improvements. We appreciate your thoughts, as they are a vital source for highlighting areas where changes can be made.
We hope to welcome you back for a third time very soon so that we can give you the best vacation possible!

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed August 11, 2014

I loved my trip to Mexico! I had never been before, but I went with my family as a group of six.

The all-inclusive nature of the resort was great, no worrying about food or anything. There was a bit of a walk between my hotel and the bigger pool area (where the restaurants and activities were) but it was very fun to ride golf carts between the two!

The bars were great, and I loved the swim-up bar! Manuel at the nearest bar was very nice, and my friends and I were all sad to say goodbye.

My room was good, but it was up a bunch of stairs. I got sand on the floor on one of the first days and it was there for the length of my stay, but otherwise I found it comfy and cool.

There were lots of activities, snorkelling, kayaking, volleyball, karaoke, evening performances, dancing, and more! Ricardo and Mayra were very friendly and it was a lot of fun to do stuff with them.

The staff in general were friendly and talkative, and I looked forward to all the activities!

The resort was great, the people were amazing, and I had a great stay. I hope to come back soon!!

Room Tip: You need to climb stairs to get to the higher level rooms, which was no fun when you were tired.
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  • Stayed August 2014, traveled with family
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Service
Was this review helpful? Yes 2
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, August 12, 2014
Dear Jaime,

Thank you for taking the time to write such kind words about your stay at our resort. We are delighted to hear that you had a fantastic trip. We are happy to hear that you enjoyed the bars we have and the activities we provide to keep our guests entertained. Our team aim to make our guests feel right at home so we appreciate your lovely words for them. Rest assured we will congratulate those you have mentioned for their excellent service.
We hope to welcome you back in the very near future!

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton
1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed August 10, 2014 via mobile

My Husband and 2 boys enjoyed our conversation days he and will return with friends next winter for sure
We stayed in an oceanfront main floor with a beautiful view of the ocean. I'm glad we didn't book the Grand as most people we met moved to our side and the pool is better also. We ate at the buffet most of the time and loved the variety even with picky kids. I would suggest bringing a blow up beach ball or 2 since there was a lack of kids stuff also Bring a life jacket as my 6 year old couldn't go in the ocean because they don't have any and no store to buy one he was a little sad but take one for sure. The service was great and the room was OK we only slept in it and that's a out it. Drinks a little watered down but seems if you tip 5.oo before your day at the pool they taste better.please tip even a dollar they work hard
I will return next winter with another family the smaller resort feel was relaxing
.

  • Stayed July 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
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, August 12, 2014
Dear Guest,

Thank you for taking the time to share such fantastic comments with us. We are delighted to hear that you and your family enjoyed our resort. It brings us a lot of joy to know that you all loved the variety of food on offer as we aim to provide something for all different tastes. We appreciate all your feedback as it is an important source used to make modifications at our resort. Please allow us this opportunity to let you know that we have a kid’s club with games and activities to keep our young guests entertained. Thank you for choosing us as hosts to your family vacation and we look forward to welcoming you back in the winter!

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
PA
Senior Contributor
28 reviews 28 reviews
11 hotel reviews
Reviews in 16 cities Reviews in 16 cities
29 helpful votes 29 helpful votes
3 of 5 stars Reviewed August 7, 2014

We had booked a FunJet "Surprise" resort and found out it was a rather horribly reviewed place. So with little time to research we went with the Oasis as the recommended resort.

First off the beach is the best we have seen. We have been to The Grand Palladium twice, Excaret, the Grand Sirinis, and Dreams at Puerto Adventuro and none of them compare to the sandy bottom found at the Oasis. SunJet rated this a "4" out of 5 while Apple Vacations lists it at 4+ out of 6. I'd go with Apple on this one. But the beach is superb. The resort is also on the small side so that getting from place to place is done quickly.

As others have stated there is definitely a "have" and "have not" attitude within the resort. I just barely got a water from the lobby bartender since I was on the list with the common people. This drawing an invisible line through the resort is so petty and unexpected. All of the restaurants except the Mexican have the same kitchen situation so all the food is coming from the same place! And when I say same place I am of course referring to the dumpster.

The Oasis food is certainly not up to resort standards and has a menu selection that I would expect to find at a mom and pop Mexican restaurant. Mom and pop would probably serve better and not keep pushing the same food out at each meal. Desserts from the night before could be found on the serving line for breakfast the next morning and for lunch too! The Orange juice in the morning (it was actually Tang-like) was so thin and watered down as to not be palatable. If my wife brought me a beach drink I sometimes had to ask her what it was because it was so watered down you couldn't get a taste of what it should be.

The staff are pleasant and accommodating and work hard and can be seen doing different tasks for a very long day. Maintenance requests were handled quickly. To get a special restaurant reservation was near impossible with preference given to the upper crust. Valencias who worked at "The Happy Chicken" worked very hard even though they had him dressed like a farmer to serve snack bar-type lunch items.

The Italian chef is a big blow hard with a sense of self importance and ego that is rarely seen. Don't look at him cooking pasta or he'll rip your head off. We have never had staff at any resort we've been to been nasty with guests! He was always berating the other cooks who were doing actual grill work while he stirred his one pot of pasta.

The swimming pools on the Oasis side were 4-5" below the skimmers leading to the potential of no circulation and very high bacteria counts. Lighting inside the pools was broken and would come out of their sockets and float as far as the electrical connection would allow.

The rooms were way past their prime. All the exterior doors are warped leaving gaping cracks around the room entrance. Our room had a ghastly picture of a Mexican lady with a pig on a leash. In all the art work around the resort the ladies where prominently displayed in the most unbecoming way. The rooms had old furniture that had been painted a decade ago to make them look new. Housekeeping did a good job but they can only do so much to clean worn-out.

We appreciated the family atmosphere. The Oasis is far from being a wild party place. Another nice feature is that it is just minutes from Ackumal and easily accessible to swim with the turtles.

Room Tip: Book at a different resort
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  • Stayed June 2014, traveled as a couple
    • 2 of 5 stars Value
    • 2 of 5 stars Rooms
    • 3 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, August 8, 2014
Dear Guest,

Thank you for taking the time to share your experience; this helps us recognize our areas of opportunity so we can provide a better service in the future. We will contact the departments in charge to make sure the issues are rectified.

We hope to have the opportunity to welcome you back once again so you can enjoy all the services we offer.

Kind 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 Spa Suites Swimming Pool
Hotel Style:
#10 Spa Hotel in Akumal
#12 Top resorts Hotel in Akumal
#13 On the Beach 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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