This hotel was very disappointing. Staff is very unwilling to assist with any requests. The rooms, although serviced everyday, are not very clean. I also had the misfortune of having my phone stolen by a staff member, had witnesses to prove it, used my “find my iPhone” app to locate it and still everyone I spoke with told us the same thing, “we cannot search lockers without a proper identification of the person”, even when I had a specific location. No one took any interest in assisting, from the concierge, floor manager, security, to front desk. I will never return to this hotel nor recommend it to anyone. This is by far the worst place I’ve ever stayed at in Cancun:

Overall a nice experience. The food and alcohol quality needs to be improved.

This hotel is fully recommended. The beach is beautiful

There were a bunch of very bad reviews so we were skeptical prior to arrival but ended up being pleasantly surprised and overall had a excellent experience!! We purchased the Grand Oasis level (Red wristbands) however upon arrival we received a free upgrade to Pyramid level (Black wristbands) which means a room i the main building and access to all of the black level resultants, bars, and free access to the Spa! This made the trip for us by far, the Black level restraints are on point, 5 star level! No lines to the bars, great staff - Edwardo at Careyes, Fernando at the bar, The staff at maki Taco (Thank you guys!!) The location is prime right on the beach and its an excellent beach! Black wristbands get you free use of the beach cabanas and the bar right next to the beach (No lines). Everything is truly FREE with black, for all those wondering. Oh and some great little shows at Kinky every night ;) Overall 100% go with the Black Level Pyramid Level , if not for this I might have a completely different review , we went off season so got the free upgrade (just book it on level under black) or for spring break, its prob a MUST to just get Pyramid. Some Cons - The Pool, its just too hot temp wise and the pool bars.. don't bother goign (If you have black) those you'll have to wait a long time to get a drink and people are aggressive to say the least, bar tender (1) overwhelmed, learned this quickly and just hit the other bars :)

Stayed at this hotel two years ago and service and rooms were great but not this time. Check in took a long time and I was given a room with a small closet and no drawers even though we were a party of three and staying almost two weeks. When I complained at the concierge they basically blew me off. However they did change my room a couple of days later when Orbitz contacted them about my complaint. The restaurants were either hit or miss-some had very long wait times with rude servers and others had great food and very attentive employees. Places to get soft drinks or alcohol were fewer than they previously had and there were ridiculously long wait times. On my previous visit access to the beach was easily attained but now access is restricted to certain areas unless you have a black or gold hand band. All in all the stay at this hotel was disappointing and I don’t plan on staying there again or recommending it to anyone.

The hotel service it was terrible they're not friendly ! the room was dirty the restaurants were very dirty , and the food is terrible I would highly not recommended this place ! We basically starved for a week. Checking lines takes over an hour I was there for an hour and a half just to check I we basically starved for a week bebe checking lines takes over an hour I was there for an hour and a half just to check in! I would never come back to this place

The property itself is big. We were placed in a building close to the beach but has no access to the beach from our building. We have to access the beach a different way. There was always long lines to eat, no matter what time of day. Only 1 restaurant open till morning, they open at 11pm-6am. 1 restaurant for the whole property!!! Majority of the waiters are not friendly. I've been to 2 all inclusive resorts in mexico, this is the first resort that don't have waiters by the pool. Felt like most our time was spent waiting in line to get food and drinks. There's always a communication problem with the staff in the resort.

I stayed at the Grand Oasis Cancun all Inclusive for a wedding, I was surprised to find out the hotel had several All Inclusive Options and that the option i had bought did not include access to all the restaurants and bars we had to be very careful of where we wanted to eat to make sure our bracelet allowed us in the restaurant. The waiting line to some of the restaurants was very long, a couple of times we had to wait about 30 minutes to be seated and another 30 minutes for our food to arrive. Trying to get a drink at the bar was also a mission, with about 15 people asking for drinks and only one bar tender. At one point I waited about 20 minutes for s drink. Also the hotel stops serving drink at 11:00 PM so we had to go to the store and buy drinks ourselves. But the most upsetting thing of all was that the hotel recycles their cups right after someone has just drank on them, and they do not even wash them with soap, they just rinse them with water and you end up getting someone else's cup. The hotel is short staffed and at times the staff seems frustrated of all the people they have to service. If you can afford something better, please do.

Long wait to every restaurant Good for the budget

No enough activities for the kids. Long lines for food and drinks.

We booked 2 rooms for all five members of our family. I requested them to be nearby each other, they booked us in two different buildings about 1/2 mile from each other. We were 2 adults, one 11 year old child and two 16 year old children. We had to separate the children from us, and they stayed in the other room. The food is not good. They don't even have mexican cheese for breakfast, and bacon was never an option. In order to eat, they guest have to wait on line (in the heat without AC) outside for at lease 1 hour for breakfast, lunch 2 hours (at ibiza), and dinner.....we lost track of how long we had to wait. They don't have enough personnel to attend all the guests. The waiters do their best, but i don't think they have been trained properly. Also, we got the "grand oasis cancun" hotel instead of the "oasis lite" because we wanted to be able to eat and drink in all the restaurants, however, we weren't able to to so, we were restricted to certain places and were told more than once: "sorry, this is only for black bracelet members" - My kids were not allowed to have coffee in the lobby, because their parents didn't have such bracelet, they have to walk to a different building for coffee. There is no AC in lobby, corridors to the rooms or restaurants. The place for coffee for us the mortals had no AC. Restaurants like the rodizio and dos lunas, don't have AC. Also, if you go to Ibiza, they make you wait for at least 2 hours in the sun, im running out of space,

We had not been stayed in this resort but we had visited it last year, and we have been allowed to eat at any restaurant at Grand Oasis Cancun including the White Box, The Market. It is so terrible at this year. We have stayed at Grand Oasis Cancun. However, we have been limited, not allowed to access the White Box, The Market, The Black Hole restaurants, and even access to the beach near to The Oasis beach Club.The services from the staff at check in/out took so slow and long. We never come back this resort or suggest to any one.

food was not that appealing for a hotel that is been advertised as 4 stars.

The old saying "the customer is always right" doesn't apply to this hotel Very short staffed at many of the restaurants and as you can expect there were waits of over an hour at some. They wanted to charge me for phone calls I didn't make and when I proved it wasn't me. I still spent two hours arguing the facts.

I have to post a comment about this bad experience, because I dont want others to be shocked with an unpected bad experience as we did, hotel have a lot of potential but need better management. we have been in Cancun so far 4 times, and strongly believe that first impression is so important that could tell a lot about the country, we had a great one that is why we have came back - and invited my parents and more family, so we got 4 rooms - but this particular time was horrible, since few days ebfore arrival I called to make sure everything was ok with reservation but was not able to talk to any staff, spent few times at phone and once i got somebody it got disconnected, when we arrive the staff was not friendly at all, it looks like they were working against their will, at checked in they did not explain much about amenities, place was hot, AC seems not to eb working properly, we had to walk a lot to get to our room, no clear explanation on how to get there, when we got there, there were leaks from above floor in the hallways, room was smellin and humid, balcony was dirty and not in the best condicion, bathroom tub was leaking and was recently patched on all corners, tub has an issue with drainage, so you imaging water stock in the tub, all 3 rooms have the same issue and we talked to other guess that were complaining about the same - buffet close to the room had no AC, not too many choices, bathrooms were disgusting, staff was not as friendly as expected.

My stay at this resort was an overall horrible experience. My ac did not work in my room. The room was dirty. The hotel staff was rude. Someone stole my cell phone on the first day of my trip. I located it with the find my phone app, but the hotel staff refused to help me. They informed that it wasn't their problem and to call the local police, when the local police arrived they refused to let them on the property. Overall my stay at this resort was sub par. I wouldn't recommend anyone staying at this resort.

Having multiple restaurant options was a big plus. The hotel facilities were really nice. However, the front desk and concierge staff need additional training in customer service, especially if they're representing a US company. Using phrases like: "they take priority over you" and "you don't pay for the bed, you pay for the room, and we assign you where to go." This is not the way to do business. They were too quick to blame Orbitz for their lack of competency in solving problems. They didn't take ownership to find a satisfactory outcome. They kept saying to go back the next day, only to repeat the same story over and over again.