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“Awesome experience!!!”
Review of Grand Oasis Sens

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Grand Oasis Sens
Ranked #85 of 177 Hotels in Cancun
Reviewed February 20, 2014

Great resort, very friendly and helpful people!!! It was our first time going to an all inclusive resort and it was everything we expected and more!! Staff were always happy and smiling. The only thing they could fix would be better air conditioning in the rooms and better lighting in the rooms!

  • Stayed: February 2014, traveled as a couple
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1  Thank Bondgirl027
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 21, 2014

Dear Guest,

Thank you for your kind comments, it is a pleasure to know that we exceeded your expectations and that you had a pleasant stay.

We will surely congratulate our staff for always being attentive, smiling, and making you feel at home.

We greatly appreciate all the suggestions you mentioned, they certainly help us improve in order to satisfy the expectations of our future guests the best way possible.

We hope to have the opportunity to welcome you again on your next vacation, best regards.

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Reviewed February 20, 2014

After reading many reviews prior to booking, we were pleasantly surprised by the amazing staff and willingness to go above and beyond. We had booked an upper level, ocean view room with balcony and received exactly that. House keeping did a splendid job daily, though they do their work later in the day than one would expect, typically arriving anywhere between 1pm and 6pm.

The pros:
• resort was a clean, beautifully maintained and gorgeously designed property
• in-room safe worked and was easy to use
• we always had hot water for a shower
• food was amazing

The cons:
• the buffet dining area was very stuffy and could benefit from some ceiling fans
• one elevator did not work for a couple of days and for a brief window we had no working elevator but it didn't bother me.
• our A/C was sketchy, very humid in our room at all times
• many non-english speaking visitors, much older crowd than we had anticipated

We booked our trip with Sunwing, most of my issues were with their service. Their VIP check-in is kind of a joke and was often very lined up. We waited about half an hour while the girl dealt with ONE COUPLE ahead of us so I can't imagine if you arrived at the same time as a larger group. I feel they could have made it better by at least situating us at the bar, which was right beside us. I would not ever again book excursions through them. I would really like to hear from someone else who felt mislead by their presentation which touts groups of 12-15. We booked two of their four feature excursions and in both cases we were in huge groups PLUS we paid quite a premium booking through them. We also booked their nightclub deal which we ended up getting our money back for (though they made it VERY difficult). We booked it through them because we wanted to go with the Sunwing group and be escorted for the VIP service. We went to the meeting place a half hour in advance and waited and were told that no one was coming that night.... long story, big fight to get our money back, just a heads up to anyone wanting to check out the clubs. They will tell you that it's $80 per person cover charge, I would do some research on that before you book with them. Sunwing quoted us $15 per day for wi-fi, we found out on our last day the hotel charges just $11. Sunwing told us $79 per person to dine at Benazuza (which we had thought was included); other couples we met throughout the week dined there for anywhere from $20 to $60 per person. Just didn't seem like Sunwing had our best interest at heart.

  • Stayed: January 2014, traveled as a couple
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1  Thank AmyPM2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 21, 2014

Dear Amy,

We appreciate the time you have taken to share such nice and detailed comments about our Hotel. We are extremely happy you enjoyed our resort and facilities.

It is a pleasure to know you received a great service. We are proud to say we have a staff always ready to give their best at all times and create positive experiences for our guests.

We are truly sorry for the inconveniences you had with your agency but glad you got a refund for one of your excursions.

We wanted to take this opportunity to let you know that the price of our Wi-Fi may vary depending on the exchange rate of the day. Likewise, the rates for our molecular restaurant varies depending on the category you have at the hotel, if they are guests from one of our sister resorts or public in general.

We hope to have the opportunity of welcoming you once again in the future, best regards.

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Reviewed February 20, 2014

Our trip to oasis sens was wonderful! We travel every year and the oasis sens did not disappoint. my husband and I booked through a travel agent, which could be why we didn't get "bumped" due to overbooking problems.... my advice to you is to not book online yourself to save a few dollars, expect everything to go smooth, and then complain when things dont.
The food was good. The weather was perfect and the service was unbelievable. be friendly to them and they'll treat you well back.
We did not have any problems with out AC as some others have pointed our and our ocean front 7th floor room was praiseworthy.

I'd like to give a big shout out and thank you to Ricardo up in the sunset bar....you were fantastic ! ....Tony for your water aerobics and afternoon entertainment ! ....and Pablo at Al Sur... you gave us THE VERY BEST SERVICE in the entire resort. Thank you everyone that made our vacation incredible!

  • Stayed: February 2014
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Thank hollytot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 21, 2014

Dear Holly,

We are glad you enjoyed your vacations in our hotel and that you received such excellent service.

We greatly appreciate the special mention of those members of our team who helped make your stay more pleasant. We will surely congratulate them for their amazing job.

We look forward on welcoming you once again; please feel free to contact us prior to your arrival if we can assist you with anything to make your next stay a unique experience.
Best regards.

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Reviewed February 20, 2014

My husband and I called 3 days in advance to assure we had our requested room and we did. Then upon arrival we were told they were over booked, we stood our ground and within 10 minutes we had the room we paid for. Later we found out that the resort was bumping as many couples as possible because they did not fit the new concept of the resort. They have sister resorts and pull couples from those resorts that do fit the new concept and bumping married couples to the family resorts. We will never stay at another Oasis Resort and are looking for something that does not discriminate against married couples.

  • Stayed: February 2014, traveled as a couple
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1  Thank Debra B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 24, 2014

Dear Debra,

We appreciate the time you took to share your comments with us. We sincerely apologize for the inconvenience we caused by accommodating you to one of our sister resorts.

We wanted to highlight that our hotel has not changed concept recently; we are an adults-only resort and most of our guests are couples that want a romantic and relaxing getaway in Cancun.

It is our duty to inform you that the weather conditions presented in North America caused some changes and cancellations on flights bound to Cancun. Therefore, some of our guests’ reservations dates were changed.

Despite this, additional benefits were offered for the inconveniences, taking into account your comfort and satisfaction. These benefits were stipulated in the letter that you voluntarily agreed to sign.

We reiterate once again our sincere apologies and we are at your disposal for clarifications in the future, best regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 19, 2014

This review may be lengthy but we hope it will provide some insight into staying at Oasis Sens. We are two couples traveling; one couple from the US and one couple from Canada.
We had booked back in September and requested a balcony; when we arrived there were no balcony rooms available. We eventually were moved to one on the Wednesday (we arrived Saturday for 7 days). If you want to ensure a balcony and ocean view you need to purchase an upgrade; note that not all ocean view rooms have a balcony.

We had check-in in the VIP lounge. They don’t seem to have a queue so we ended up with many people cutting ahead of us. When we finally mentioned it they brought the paperwork to us; very helpful!

For Sunwing bookings only: Sunwing is definitely not our favourite airline. We would never (unless absolutely necessary) fly with them again. We had booked Elite Plus. Although you do have additional leg room (not much) the seats are the same width and are in the cabin with Elite and Economy. Unlike Transat you will not receive free drinks (other than the glass of champagne or complimentary wine with the meal). The food is absolutely awful. Tasteless and tough. The flight crew are not friendly nor accommodating. The flight crew store their gear, snacks, etc. in the overhead compartments over Elite Plus so good luck getting your carry on near you. Air Transat Club Class is WAY better. In addition, even though you are flying Elite Plus and it says on the website you will, do NOT expect to get your luggage on an expedited basis in Mexico. We attended the Welcome Briefing the next morning and ended up leaving because of one of the staff; she was belligerent and unhelpful. The other staff person (Ana?) was very helpful and assisted us in any way she could; kudos to her and her alone. When you check in, the carry on luggage Nazis will check the weight of your carry on, so make sure you pack light! Even though I only had a camera, makeup case and sweater I was over on the way back.

For Apple bookings only: We booked through Apple Vacations in September 2013, requesting a room with an ocean view, which was offered at a higher rate, and a balcony for our February vacation in Cancun. Apple Vacations representatives met us at the airport in Cancun and provided transportation to the hotel. They made sure we were comfortable and gave us some information about the area, as well as a warning to stick to bottled or filtered water. Upon our arrival at the Oasis Sens, we were surprised to learn that we were booked as some flavor of VIP (the kind of VIP that receives access to a personalized check-in service, the coffee shop and private pool area but not the suite or Internet access). I'm not sure if this was due to our upgraded room payment or if Apple Vacations does this for all of their guests. The only complaint I have is that our representative, Esteban, was nowhere to be found after our initial meeting. We tried to locate him several times during his stated office hours to book a tour since our group had been given 1200 pesos for that purpose. We also wanted to confirm our return transportation and flight details. I spent a good portion of our final, full day in Cancun trying to either catch Esteban or obtain information using the number that was provided. Finally, my husband and the concierge were able to confirm our travel arrangements, and we were assigned a new Apple Vacations' representative. The inconvenience and frustration were severe enough that we aren't sure that we'll do business with Apple Vacations again.

The U.S. half of the party on Sun Country: We had a great experience with Sun Country. Check-in was fast and efficient, and the staff was pleasant to deal with. Of course, the coach area was very cramped, but the service was good. On return, we decided to upgrade to first class. The comfort and service in first class was flipping awesome and definitely worth the extra fees. In addition to the included digEplayer and drinks on request, we were given a snack, lunch, dessert and a hot towel. Looking forward to flying with Sun Country again.

Re the resort itself. There are a LOT of stairs so we aware if you are mobility challenged (we’re not so we considered it exercise!). It takes a while to figure out the lay of the land and where the various restaurants are (see restaurant and bar reviews below). Our first room was lagoon view, no balcony but was spacious and clean; located in main building. Our second room was lagoon view with a balcony; located in building past VIP lounge. Again, spacious and clean. Although they do have the European style of electricity saving (device to put in your room key to put on the electricity) they had a maid key in there so there was no issue. Air conditioning was marginal in our first room but excellent in the second. If you are booked in as a VIP you will have access to the VIP pool, which is significantly quieter and more relaxing than the main pool areas and beach area which can be a zoo, especially on weekends. The elevators are quick but are extremely dark and somewhat creepy because of that; there are stairs available. This resort is ideal for those in their 20’s and 30’s looking for a party.

Re the ‘timeshare’ people. The Unique staff are not selling timeshares; rather vacation packages. We had an excellent experience with Sharon in the main lobby; proof that being genuinely friendly and helpful is the best sales technique. Some of the other sales people were a bit disingenuous. We sat through a presentation with Mike (you rock man!) and then Michelle (you sweetie!) and enjoyed the experience immensely. Knowledgeable and very helpful.

The spa. We ladies took advantage of the spa and enjoyed our massage/facial/mani/pedi. We felt like queens for the day! Decent price if you package it. Our only concern was that it wasn’t made clear whether the instruments had been sterilized. Since they swapped part way through our treatment they were using the same instruments on both of us. Somewhat concerned us.

The staff. As in other reviews, have to admit the front desk staff are not particularly helpful, especially if you’re wanting change for tipping. However, check-out was smooth and efficient, probably because we hadn’t charged anything to our rooms. Before leaving home, get your pesos from the bank and request a lot of small bills. They also take US$ or Cdn$ (but mainly US$). See below for specific staff under bars and restaurants that have earn kudos.

Speaking of tipping. I’ve said it before and I’ll say it again, I don’t care if it’s all-inclusive. If you can afford to travel, you can afford to tip! From what we hear the staff earn about 50 pesos a day, so tips are important to their livelihood. That includes your room staff, the mini bar stocker and your servers at meals and the bar.

Restaurants and bars:

Coba (buffet) – typical buffet. Good selection but quality as you would expect from a buffet. The breakfast is excellent! Staff are very efficient, helpful and friendly.

Muerdeme Mucho (Mexican) – good salad bar. Some of the food we enjoyed; some we didn’t. It comes down to personal taste. If you ask for vegetarian fajitas they will accommodate (the meat fajitas had basically no peppers or onions). The guys loved the sausage mortar. Food was spicy but was seasoned well; I prefer spicy, but again, personal preference.

Moonlight (Italian) – good food. Loved the penne al Diablo. Guys loved the Mexican pizza. If you like shrimp the fettucine with shrimp was apparently good. The fettucine aglio was lacking any flavour; needed a good infusion of garlic. Bolognese lasagne is good, although salty. The wines were generally of very good quality. We tried the pizzas at lunch one day and were impressed; they needed a spicier sauce. Wait staff were great; Anahur was amazing – we loved that we hummed as he served wine. Other staff were also great, although they are very picky about not being seated before the time. Our only blip with respect to the staff was Alexander; he was somewhat rude.

Chillibar (Morrocan) - absolutely our hands-down favourite. It’s a preset meal and every course is full of flavour. Great wait staff (thank you Pablo – you’re amazing). We were fortunate in snagging a reservation (the 8 pm seating) and were able to watch the flamenco show. If you can’t get a reservation for the night of the show, they don’t seem to mind if you just come and watch. Can’t say enough good things about this restaurant.

Happy Chicken (chicken) – we think the name should be changed to Chicken Eatzza (get it? Chichen Itza). Well, it’s chicken. We had the crispy, wings and grilled which were all fine. The nuggets are disgusting. They don’t serve margaritas, only cerveza and soft drinks.

Mr. Whimpy (burgers, hot dogs and paninis) – the guys were determined to eat there; we girls didn’t. It took them about 3 days to actually see any food being served. When they finally did get some food it was disappointing in spite of having low expectations. The server seemed to be busier doing ‘tasks’ than serving.

Sushi (sushi, obviously) – vegetarian option available, but be aware that unless you request a separate plate it will be served with the non-vegetarian options. All the meats are cooked, not raw. Our group tried vegetarian, flank steak, chicken, octopus and shrimp. They were good, but not great. A really nice mid-afternoon snack, especially if you have a late reservation.

Coffee and Me (coffee bar) – doesn’t open until 9 am (really?!?). They didn’t have all of the coffees, etc. available on the menu. Their espresso machine broke part way through the week but coffee was available from the lobby bar. Note for decaf coffee drinkers – bring your own Starbucks Via as the only decaf they have in the hotel restaurants (other than Coffee and Me) is instant.

The Box (tapas) – pre-set menu. Food was very good but if you don’t like fish or seafood you won’t be able to enjoy many of the courses. There was grouper, salmon (twice), shrimp and tuna. The food was excellent. Note that you will have to purchase wine; we had a very good Argentinean cabernet that was well priced and delightful.

Bars: VIP Pool Bar – Pedro is the best!!!! He makes great margaritas, mojitos, mudslides, grasshopper milkshakes. He even made us ladies a special mojito for Valentine’s Day. Excellent service!

Lobby Bar – only open until 11 pm. Will only serve lower shelf unless you pay extra. Service very slow. Not our favourite.

Kinky’s (nightclub) – we didn’t go the night of the show so had male and female go-go dancers only. He looked bored. It was fun; more fun when they started the dance music and everyone got up and danced.

We were only there for a week and really needed to wind down so didn’t do any tours. We’ve heard from various sources that the flea market vendors are extremely aggressive. It was recommended we go to Plaza da Isla if we wanted to shop.

All in all, it was a lovely vacation but we don’t think we would stay there again, mainly because of the party atmosphere (and yes, we LOVE to party, just quietly). We’ll aim for a quieter resort next time.

Room Tip: If you purchase an upgrade and want a balcony, call in advance to ensure you get it.
See more room tips
  • Stayed: February 2014, traveled as a couple
    • Value
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Thank celticdragonfly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 24, 2014

Dear Guest,

Thank you very much for sharing such detailed comments with TripAdvisor’s readers, we are glad you had a pleasant stay overall.

It is great to know that you enjoyed the restaurants, facilities and personalized service we offer. Our staff is always working hard to satisfy our guests so they can have an amazing experience.

We hope to have the opportunity of welcoming you once again in the future, warm regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 19, 2014

Upon our arrival in Cancun, Mexico we had private transportation threw USA transfers (Good Rates) to our Hotel Oasis sens. Once we arrived at the hotel we were taken to the Vip check-in area. After waiting for 25 min to check in because a group of drunk females fluting with the Check in guy we were finally ready to get to our room.
I gave him my reservation information we obtain threw Orbitz.com and at this point it goes down hill. He advise me that our room is not available so I said ok we can wait its fine. He said no we don't have your room available the hotel is overbook, seems like the same story of every review I have read so far to date. It their thing to use that as a excuse.
I was not happy we had because we wanted the VIP treatments a private plunge pool a large king size bed, he said they will be sending us to their sister hotel Oasis Grand Cancun. So i asked him what type of room will it be he said a basic room no balcony. How can you go to Cancun and have no Balcony.

They said they can do nothing but move us, They also said our Reservation for the hotel was not sent to them until 2 days prior upon our arrival, I know this is not even true because i spoke with the reservation department threw a online conversation which I brought the transcript with me, saying our room would be available and we will not have any problems upon check in, so i showed him the transcript and he tried to keep it and almost refused to give it back.
He then said he will call Oasis Grand and see what they can do, at this point i wanted out of this place and just get to a room with a view. We really wanted what we paid for the private pool the balcony vip access, free WiFi and a Adults only Resort no kids but we did not get what we paid for.

He got off the phone and said the Oasis Cancun has a Ocean view room with a Balcony Available in the Pyramid. I told my fiancee lets just go and get out.
We were transported to the Oasis Cancun and checked in but the amenities we were suppose to have at Oasis sens were the low end VIP treatment there, no free WiFi like we were suppose to have instead they gave us WiFi for 1 1/2 days but did not tell us at the time it will only last that long and acted like it was our problem after it ran out. We could not use two of the restaurants because it was for Purple band VIP only,
Don't get me wrong the Grand Oasis Cancun is a great hotel people were so nice there and helpful.The pool is the largest in Cancun, Alot of restaurants and bars, The food was great but it was not what we paid for.
It was not what we searched for hours on the internet to find the hotel that we liked and wanted to spend out vacation at.
I will never go to Oasis Sens again or recommend anyone to purchase anything from that Resort, Stay away you have been warned read the reviews, read them well.
Also a note from what we learned from another couple with same problem don't have a late check in, in any hotel in Cancun your room will be given away no matter what.

After complaining for a day we were given 3 free night at any Oasis Resort but to us it was not good enough even if it is good up too two years,
Orbitz is now also backed us up and at this point we are waiting for either a full refund or a partial refund but as Orbitz stated they had a hard time contacted the billing department in this hotel and it may take a while to here a response. if they don't get any response they will force a refund.

Please listen to the people reviews something we should of really considered

This Review is for the Oasis Sens i will do a separate review for Grand Oasis Cancun.

Stayed: February 2014, traveled as a couple
5  Thank Owen B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 21, 2014

Dear Owen,

We appreciate the time you took to share your comments with us. We sincerely apologize for the inconvenience we caused by accommodating you to one of our sister resorts.

It is our duty to inform you that the weather conditions presented in North America caused some changes and cancellations on flights bound to Cancun. Therefore, some of our guests’ reservations dates were changed.

Despite this, additional benefits were offered for the inconveniences, taking into account your comfort and satisfaction. These benefits were stipulated in the letter that you voluntarily agreed to sign.

We reiterate once again our sincere apologies and we are at your disposal for clarifications in the future.

Best regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 19, 2014

hi i stayed at oasis sens from feb 8th to the 15th. We went as a group of 20 and had a great time even thought there was some mix ups with the rooms such as, we booked 2 double beds in the garden view but they over booked and only had king size beds but we ordered a cot and in less then 5 minutes they were setting it up for us. food was good not amazing but your not there to just eat, the beach was amazing and pool was amazing too. they have the back pool which is an amazing place to relax and get away from all the music and fun from the front. if your run into moses at the buffet your very lucky he is the hard working waitress ever seen. DO NOT FLY SUNWING, we got delayed for no reason on the way down and on the way back we slayed in the airport for 10 hours with just a 15 dollar food voucher and with no explanation as why we were delayed 10 hours!!! dont go down to the market either it was the worst experience of my travels down south, getting yelled at to buy there stuff and getting tossed around into different shops was not the best way to get a sale. on the beach you get the same items with a different attitude. i loved this resort i would recommended to any fun party friends.

  • Stayed: February 2014, traveled with friends
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1  Thank blake w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Sens, responded to this reviewResponded February 20, 2014

Dear Blake,

Thank you for sharing your comments with TripAdvisor readers, we feel completely honored that that your stay was pleasant and that we met your expectations.

We are glad you enjoyed our adult’s only concept, our calm and relaxed environment and our facilities.

We look forward on welcoming you once again; please feel free to contact us prior to your arrival if we can assist you with anything to make your next stay a unique experience.
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 Grand Oasis Sens

Address: Ave Kukulcan Km 19.5 Hotel Zone, Cancun 77500, Mexico (Formerly Sens Del Mar)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#25 Business Hotel in Cancun
#39 Romantic Hotel in Cancun
#52 Spa Hotel in Cancun
#53 Top resorts Hotel in Cancun
#63 On the Beach Hotel in Cancun
Price Range: $178 - $408 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Grand Oasis Sens 3.5*
Number of rooms: 388
Official Description (provided by the hotel):
"Oh yes - I'm sexy, sensuous... And adults-only resort that's romantic, relaxing and a little risque. Warm and inviting. Follow your bliss and learn my secrets -from my foodie-friendly gourmet dining experience to my exclusive Sian Ka'an preserve, a true Shangri-La, a lost paradise on earth". ... more   less 
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Also Known As:
Sens Del Mar Hotel Cancun
Oasis Playa Cancun
Cancun Oasis Playa
Grand Oasis Playa Cancun Mexico
Oasis Playa Hotel In Cancun
Grand Oasis Playa Hotel Cancun

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