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“So much potential......”
Review of Grand Oasis Tulum

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Grand Oasis Tulum
Ranked #16 of 21 Hotels in Akumal
Reviewed March 16, 2014

We traveled with a group of 19 (5 rooms total) one had no air conditioning, one flooded with sewage after it rained, two lost power, two rarely cleaned.one had no hot water the entire stay! All inclusive but alcoholic drinks really watered down, have to stand in line sometimes for half an hour to make a reservation in one of their restaurants. Seems as if operating on a shoe string budget. No responsiveness from the front desk as if there is no one in charge. Not very accommodating when things go wrong. We will not be back.... Even if they offered it for free! Only thing going was the beach was beautiful and the waiters were very nice.... That's it! Stay somewhere else!!!!

  • Stayed: March 2014
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4  Thank Wyoming555
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Wyoming:

Let us thank you for taking the time to leave your comments. Such opinions helps us know our weaknesses in order to improve in the future. We regret the inconvenience occurred during your stay. We hope to have the opportunity to welcome you again in our hotel to enhance your perception.

We reiterate our thanks.

Best regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed March 16, 2014

Though the hotel looks attractive in the photos, the actual design, layout, and location made for a really mediocre stay.

There are two sides to the hotel (Oasis and Grand Oasis). We stayed on the Grand side which was built so close to the water that the beach area is tiny. In addition, it's cordoned off (an attempt at exclusivity) which makes it feel even more hemmed in.

None of the second and third floor oceanfront rooms have balconies or windows that open. We were upgraded to a beachfront room but because we were only 10 feet from the water, people on the beach would walk by our window/door (that was very awkward to open) and there was absolutely no privacy. There were beach chairs literally one foot in front of our door.

We brought along our 12 year old daughter but there were absolutely no activities for her. (The kids club was really more of a daycare and aside from one other family with a young teen, there was no one else there her age.) She wasn't allowed to snorkel as she was under 16. Every time we asked to use something, there was a problem, delay, or other issue. Even the ice cream machine didn't work.

As other guests remarked during our stay, this hotel tries to look like a five star without any of the perks.

The fun of an all-inclusive is the easy availability of amenities, activities, and sports equipment. The Oasis just doesn't seem to get this concept. They were even going to charge us for the use of a can of really used tennis balls.

The view of the ocean is lovely but the atmosphere here is not. Staff work very hard but the excessive rules and restrictions of the hotel make for an unhappy family stay.

In order to salvage our holiday, we spent our days off site, at Tulum and its beaches and at beautiful Akumal beach (much larger and more beautiful) where we rented snorkeling equipment and swam with sea turtles.

Akumal beach had a much friendlier feel and we spent three afternoons there.

If you're OK with just hanging out at the pool or sharing a crowded piece of beach with a nice view, then you might be happy here.

But if you're looking for a fun family holiday, avoid the Grand Oasis.

Room Tip: If you want a balcony, choose a garden view room.
  • Stayed: March 2014, traveled with family
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6  Thank LAP828
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Guset:

It is unfortunate to have not met your expectations. Your comment has been taken into account and will be referred to the appropriate area taking the necessary steps to correct these inconsistencies in service and provide better care in the future.

greetings Cordiale

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 16, 2014

From the check in to the check out, this place was the worst! The room stunk like cleaning solutions and bleach, the a/c didn't work, the mini fridge didn't work & the restaurants were disgusting. The management staff were rude however the employees outside of management were very helpful. The pools were a joke, the bars served watered down drinks and pretty much the entire place sucked!!

We have been to Cancun area 14 times and enjoyed every trip, so this was a huge surpise...or should I say nightmare! Do yourself a favor...DON"T GO HERE!! We recommend the Grand Paladium, Barcelo Maya, Aventura Spa Palace, Dreams, Secrets,Valentine and others.

Lastly, the entire time you are there they try to sell you a time share. I felt like I was getting pan handled downtown Chicago while I was trying to enjoy a vacation. They bothered us every day!

Room Tip: Don't go here and you should be fine.
  • Stayed: March 2014, traveled as a couple
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2  Thank rich7932
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Rich:

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.
Reviewed March 15, 2014

My husband and I just returned from a one week stay at the Grand Oasis Tulum. Drive from the airport was really far but check in was a breeze.

ROOM: We stayed in a garden view room (2319) it was supposed to come with a balcony but instead we had one with just a glass window that did not open. Asked for a balcony as we both smoke but they never did have one available.. wasn't too big of a deal as you can smoke right outside of your door in the hallways. The room was always clean and fridge stocked daily. The only thing I did not like about the room was the water pressure was not very good for taking showers.

BEACH: The beach was amazing! Try to get up a little early to pick a spot on the grand side with the nice chairs (they are usually taken pretty early in the morning).
When you walk out into the water you can see little tropical fish everywhere! Tip: bring a banana with you into the water - hold it under the water and you will be surrounded by fish eating the banana.

FOOD: Let me start off by saying the buffet was not very good - It has a good selection but you definitely would not want to eat there every day. Try to book in for the restaurants for a few nights. the Mediterranean was a favorite of ours.
Also, if you book an excursion for 6am - the buffet is not open yet and we could not find any food.. there is supposed to be a snack bar open until 7 am but it was not open - that was extremely disappointing .. we had to force our way into the buffet to grab a couple bananas.

SPA: If you can, book a massage at the spa - It was absolutely amazing. We had a couples massage and we were definitely pampered!

STAFF: The staff was extremely friendly and they work really hard. A HUGE thank you to rooftop bartender Albino - You definitely made this experience more enjoyable for us.

I do want to bring up one big issue we had and that was the favoritism of the Italians.
They bend over backwards to make sure the Italians are taking care of first before any other guest - they even have their own wrist bands (purple).

We had a great time but I do not think we would ever come back to this resort or fly with sunwing ever again.

  • Stayed: March 2014, traveled as a couple
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1  Thank Sarah S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Sarah:

It is amazing to know that your stay with us has motivated to share such a great review about our hotel. Thanks for highlighting those qualities that made your stay unforgettable.
We are glad you enjoyed the restaurants, facilities, entertainment 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 honor of welcoming you once again 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 March 15, 2014

We recently returned from spending the month of February at Grand Oasis Tulum. The staff are excellent, which made our stay very enjoyable. Moises, Lilyanna and Vanessa at the concierge desk took care of all of our concerns, including change of rooms due to sewer smell and connection problems with the WiFi. Some matters took a couple of days to resolve, but we left the concern with them and they continued to work on resolving it. I can not say enough nice things about ALL the staff. Anyone that had a different experience, it makes me wonder about that person treats people, not the staff. I listened to some very rude and impatient guests. Remember, what goes around comes around, so in reading some reviews, take with a large grain of salt.

The al a carte restaurants - the presentation of the food was excellent and taste was good. Unfortunately, the consistency of the preparation was not there. Portion size and the food preparation changed from day to day on everything from appetizers to main course. So, sometimes we thought we knew what we were getting and were disappointed and other times it was an improvement.

The buffets were good with a large selection. There was some repetition from week to week but most people do not stay as long as we did. Yazmin, the hostess in the main buffet in the morning and at lunch was always cheerful and pleasant. Zoe and Rogeilo are excellent waiters and made sure we were looked after. Hopilita makes the best cappuccino in My Coffee and then served appetizers and drinks on the beach. Jorge at the piano bar was also a pleasure to have serve us. Alfredo (in the steak house), I think that was his name, the larger sized gentleman – was also wonderful.

The beach was alright, but, we felt mislead by the pictures and expected it would be like the beach at Tulum. There were rocks in the water that you had to watch for – lots of rocks – it made it hard to walk out and go for a swim. The snorkeling was great. The pools were all great.

The shows were good and the dancers very talented. We did find that the programs had a lot of similarities using different props. The activities staff were not in your face which we appreciated so if you want to participate in activities go to either the pool or beach area where they are located.

If you plan to go, which I would recommend, stay on the GRAND side – it was worth the extra money. There is a definite problem with sewer smell in some rooms. The ocean front room we were moved to was NOT a problem and I would recommend upgrading. It was a beautiful view and nice room.

The problem with this resort rests on the owners and upper management: They need to spend the money to update the rooms – they need upgrading, fix the sewer smell, fix the food preparation inconsistencies and deficiencies, make sure the promotions they are handing out in the welcome packages are current and up to date (our rental information was $30 for a smart car – that apparently was wrong and management would not honor the price), the SPA – we will not even go there – they do not honor discounts provided by the travel agent – even though the hotel is the one that provided the discount coupons. Really, it was $25.00, was it worth telling customers NO – think of the bad PR – word of mouth is powerful.

Overall it is not a 5, 4.5 or 4 star – it is a 3 to 3.5 star a best. They could easily upgrade this rating.

Room Tip: Ocean view
  • Stayed: February 2014, traveled as a couple
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1  Thank SaskatchewanSask
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Guest:

We regret not being able to meet your expectations 100%. With your detailed comments, which we appreciate, we do have a different perspective about our service and motivate us to constantly improve in order to offer a higher quality during the stay of our guests.

We appreciate your opinion about your stay.

Best Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 11, 2014

A little background on us: this was our eighth visit to the Riviera Maya. We have most recently stayed at the ABR on Akumal Bay, but were turned off last year by the hordes of snorkel tours there. We are most comfortable with a casual, friendly atmosphere, with the beach/snorkeling opportunities a priority for us. We were hoping that the GOT might be our "new spot". Not crazy about all the marble and the modern architecture, but it's not a mega-resort and its location is good. After reading several reviews involving overbooking, we were relieved to arrive in the afternoon and immediately be assigned a room. Not only was it ready, but we had been upgraded to an Oceanfront room (reservation was for Grand Garden). Beautiful view when we opened the curtain! So far, so good.
A couple of things about the room: the window is really a locked sliding door (no balcony) that has been partially sealed. While it maximizes the ocean view, we weren't able to open it to get any fresh air. Two out of the four nights, the wind hit it in a way that vibrated the glass-- it was like having a horn blowing every minute or so right into the room, all night long. Of course, after we reported it and a maintenance worker came to check it out, it wasn't doing it. I think I was able to explain it in Spanish, but he said they would have to work on it from outside, and it would take some time to fix.
Another odd feature of the rooms is the window in the shower/toilet room. While it allows you to look at the view while showering, it also made it impossible to use the toilet at night without the light shining brightly into the bedroom. The mattress was very comfortable.
The staff at the Oasis Plus desk was very helpful. Our shower wouldn't shut off completely, and they sent someone to fix it right away. However, our minibar wasn't functional and it took two days and several reports to get it right. Apparently the maintenance guy claimed he had adjusted it and even "proved" it to the OP staff by bringing them a cold bottle of water that he said he had taken from our fridge-- must have been taken from somewhere else! I brought Liliana a warm Pepsi to show her, and within the next hour we had a new minibar delivered to our room. She took care of business!
In talking with other guests, however, we encountered quite a few with room complaints. Several had been through a couple of rooms, mostly due to a musty smell or sewage issues. One (in the Oasis section) told of their friend's ceiling coming down due to water leakage. We were happy to be on the Grand side when we heard about that (although even in our "fancy" room, we had whiffs of sewage). Too bad-- I actually felt very comfortable walking through the Oasis side-- it wasn't as opulent and the grounds were nicely kept.
We always found something good to eat. The fresh fruit and the guacamole were exceptional in the buffet. We tried several of the reservable restaurants, and enjoyed those as well. My husband liked the Steakhouse the best, while the beef at the Mediterranean was my favorite. It was VERY dark in that restaurant, however-- we needed the light of a phone to have any chance of reading the menu.
Drinks were good. The martini bar served the most tasty ones, with the best quality alcohol, and the bartender was friendly and cheerful. My husband was very happy with his gin on the rocks, although they ran out of Beefeaters our first day and he had to "settle" (lol) for Tanqueray.
The beach is wonderful. We snorkeled several times, and found lots of healthy coral, large schools of fish, a couple of big rays, and a variety of sea life. The current can be a bit strong, and we learned to exit before we drifted down past the Oasis-- the surf pounds pretty hard down there. The morning after a big thunderstorm was exceptionally calm. We were able to stay out a little longer and venture into areas that had been tough in previous days--GREAT snorkeling that day. The sea was full of kayaks, paddleboats, swimmers, snorkelers, and even a paddleboard-- the most active day by far during our stay.
I have to give accolades to the staff. Everywhere we looked, they were cleaning, painting, gardening, serving, and helping. We met Dulce soon after we arrived, and she answered many of our questions. We were asked several times by other staff if we needed anything, and if our stay was going well. They are exceptional.
I felt pretty uncomfortable with the whole wristband thing. It was awkward to be behind a rope on the beach that others couldn't access, and to eat in restaurants that weren't open to everyone. Most of the other guests we met were very friendly, although there seems to be even another layer of stratification-- one day we couldn't enter the smaller buffet (Dos Lunas), as it was reserved exclusively for the Italians. I was impressed with how many parents there were actively engaged with their kids, and most guests were very considerate and well-behaved.
It was a fun trip. Nothing really to complain about-- heck, you're on a beach in Mexico, how can that be bad?!-- but not sure we'll be back. It has the feel of a resort that is trying to be "grand", but somehow misses the mark. It seems that rather making an investment in the property, they use the "bandaid" approach to keep things up.

Room Tip: Oceanfront has beautiful view, but Grand Garden has openable windows.
  • Stayed: March 2014, traveled as a couple
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4  Thank maryf55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Guest:

It is unfortunate to have not met your expectations. Your comment has been taken into account and will be referred to the appropriate area taking the necessary steps to correct these inconsistencies in service and provide better care in the future.

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.
Reviewed March 10, 2014

My wife and I just returned from our 2nd visit to Grand Oasis Tulum and we loved it even more than the first time. It is a smaller, more personable resort that doesn't require a shuttle to get to the beach or any part of the hotel, unlike some of the other huge resorts. It is quiet and peaceful, one could even say serene, and the perfect place to go if you truly wish to relax on vacation. If you have kids, they have a kids club so you can have peace and quiet. They have made some very positive changes to the hotel but their best feature without a doubt is the staff. They have a knack for making every guest feel like they are at home. Case in point: We arrived at the hotel quite late at night, after all the restaurants were already closed. The food and beverage manager (Joaquin Gallegos) personally greeted us in the lobby and asked if we were hungry (we were starving), and then had the chef personally prepare a meal for us! I can't think of any other hotel that has ever done that for me.

Speaking of food, the variety and quality of the food is excellent. There is something for every palate and it is abundant. Always clean and operated like a well oiled machine.

I would like to say a special thank you to some of the staff that were especially helpful: Fiona Fernandez for her attention to making this trip happen, Manuel Soria for being a hotel manager extraordinaire, Joaquin Gallegos for his total commitment to excellence, Dulce the best yoga instructor in Mexico, and finally Lilianna and Ana Maria, the most personable and helpful concierges I have ever come across.

If you are considering a trip to Riviera Maya, I would wholeheartedly recommend Grand Oasis Tulum, you will not regret it.

Room Tip: We stayed in the portion of the hotel where the rooms open up onto the beach. We were literally step...
  • Stayed: March 2014, traveled as a couple
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4  Thank Joel S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, PR at Grand Oasis Tulum, responded to this reviewResponded April 7, 2014

Dear Joel:

It is amazing to know that your stay with us has motivated to share such a great review about our hotel. Thanks for highlighting those qualities that made your stay unforgettable.
We are glad you enjoyed the restaurants, facilities, entertainment 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 honor of welcoming you once again in the future.

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 Tulum

Address: Km 251 Carret. Chetumal - Pto. Juarez, Akumal 77776, Mexico
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:
#10 Top resorts Hotel in Akumal
#13 Family Hotel in Akumal
#13 Romantic Hotel in Akumal
#15 On the Beach Hotel in Akumal
Price Range: $159 - $442 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Grand Oasis Tulum 3.5*
Number of rooms: 114
Official Description (provided by the hotel):
A luxurious vacation that is delightfully down to earth: Grand Oasis Tulum is the place to go for a unique experience. This is "The Calm Resort," a haven of tranquility far away from the hustle and bustle of the city where our guests can discover the wonders that nature has to offer. ... more   less 
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Also Known As:
Grand Oasis Tulum Riviera Maya/Akumal, Mexico

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