Oasis Cancun Lite — Hotel in Cancún

1. Mold / Mildew in rooms vent all in Air.
2. Bad gross food and rude service from staff.
3. BED BUGS, I was bit all over my body.

This place was horrible since the start. The worse vacation ever. Took a while to check in. We go to our room and throughout all the hallway and building (except the lobby) it smelled like really bad Mold / Mildew it was really disgusting. I remember thinking please let us get to our room already as I walked through a pathway or stairs. Finally got to my room. It stinked just as bad if not worse. The room was really old, dirty and smelly.

I was horrified of having to stay there 5 days when it was smelly. I tried to make the best of it as we arrived at 7pm my friends and I changed and went to the pool. The food and drinks at the pool bar sucked. I don’t even know what kind of meat they claimed it to be but it was disgusting. I doubt it was what they claimed it to be. The drinks were gross as well. Yuck! What’s in there.

(All Inclusive)

3 TYPES OF WRIST BANDS

PURPLE POOR - Bad food, Bad treatment and rude Staff to you because you are looked upon as poor since you are purple. You can’t find no where to eat. You can’t find no where to lounge and no where to drink. Every employee is confused and some tell you one thing and others something else.

BLUE MEDIUM WEALTH - The availability becomes a tiny bit better but not much of a difference. If you purchased all inclusive online you are purple. Upon arrival you have to pay $45 dollars per day to get blue.

BLACK WRISTBAND - Staff is kind of nice place still stinks, all rooms are the same. Building still smells and looks horribly maintained.

Back to my story. We get kicked out of the pool at 8pm as it closes at 8pm everyday. I shower, the water does go down and my friend had to was herself in the sink. I called to complain and the room phone does not work. We go to complain and no one knows who we should talk to. Every office sends us somewhere else. We finally find someone to talk to by the name of Eduardo and he tells us that we got the room we got because we are purple wristband and got all inclusive. He is pretty much blaming us for choosing to stay there (mind you) it is $389 a person and there is 4 of us, two rooms equally disgusting.

I complain even more and he blamed it on the 3rd party Agencies such as Expedia, Trivago, Hotels and says they know and are very well aware of the conditions of their rooms and d buildings but they don’t care and still manage to sell out. Then everyone complains directly to the hotel. I’m like what? Why even have the building open if you know it smells like really bad old Mildew. It’s toxic to humans and children!!!

He lies to us and says they will upgrade us to their best room. He sends us to a different building. Looks and smells exactly the same. This room was dirty. I do t even think they cleaned it and placed us there. The only thing made were the beds. They looked dirty though. By this time we re all hungry so again we said let’s make the best of it. We went downstairs and restaurants were closed. What!!! It’s Cancun, what do you mean we can’t use our wristbands?

We left the hotel to a restaurant to eat. We come back and after smelling fresh air and walking back in to our room. That’s when it hit me. (The smell) I’m asthmatic, my lungs are starting to hurt at this point and I start to cough. I called Expedia and tied to can el and get a refund but they told me they can’t reach the hotel to their suppose 24hr service. They’ll call me when they reach them. We fell asleep. I woke up in the morning really early because my body was super itchy and I couldn’t explain why. I looked at the bed mattress and I saw BED BUGS. I screamed.

Can my vacation get any worse. =( I went downstairs and demanded a refund with Expedia so I can leave this nightmare hotel. They fought hard to keep us. They offered to move us again to another hotel. They said a Office Super Director by the name of Gerardo would help us but failed to come out. We ended up leaving to Ritz Carlton in Cancun for cheaper...

Unfair Charge:

Nov 2/18 was my wife and I’s first night at the Grand Oasis Lite (Pyramid). After waiting in line for 45 minutes with only one person in front of us, we were finally able to check in. However the girl at the front desk did not inform of us all the resort’s policies, Although we understand the list of policies may be plentiful, we strongly believe that at check-in, guests at the Pyramid should be informed of any policies regarding extra charges. On our first night, my wife and I both got sick and I ended up throwing up on the bed sheets in our room (Room #4164). The next morning, we cleaned up the mess on the floor and placed the bed sheets that had vomit on it in a bag and tied it up. We even went to speak to a cleaner and asked them to take away the sheets and provide us new ones. Upon returning later that day on Nov 3/18, we saw the bag was still there and our room floor had not been mopped. As such, we went to speak to the front desk where our room was. At that point we were informed that there was a charge of $71 American dollars for the sheets. We found this quite unfair and unusual for the following reasons. Everywhere else in the world we have travelled, vomiting on sheets was never an issue. The cleaners simply just replaced them and sent them to be washed and re-used. Also, my wife and I were not informed of the policy at check in. In fact, the girl at check in said to us “we have a few other policies but you can read them when you get back to you room”. After waiting 45 minutes to just check in, we just signed as we wanted to start our vacation for our 1 year anniversary. $71 American dollars is a lot especially because we are Canadian and our currency is not as strong. Furthermore, the sheets were of such low quality, that the price we were charged was grossly inflated. Upon making complaint, they decided to accept just $31 American dollars from us. However the next day (Nov 4/18) upon returning to our room, we our cards were blocked to gain access to our room. When we went to follow up we were told that we now had to pay the remaining $40 American dollars when were previously told the day before that we only had to pay $31. We had requested to speak to a Supervisor or superior. We were directed to a man who was present and my wife and I both tried to speak to him. We both said “excuse me Senor” and he just flat out ignored the both of us.

Room Change:

We were initially assigned to room #4164 but had requested a change to room #4118. Reasons being because there was a smell of mold in the rooms. This was of grave concern to my wife and I as mold can cause cancer. Furthermore, there was a light on the ceiling inside the bath tub but it was sticking out of the ceiling with wire hanging out. This is a safety concern because water should be kept away from electricity and guests could suffer electric shock and/or worse.

Lack of Customer Service:

During our stay, only once did any of the cleaners mop the floors in either of the rooms we were in. Also, our bar was only filled up once and as such on two occasions when we went off the resort we had to spend more money on water. Additionally, we were constantly provided with either mis-information or a lack of information to address our concerns. Very few of the worker’s on the resort had a minimum standard of English skills to accommodate for the bulk of the guests at the Pyramid; who mainly speak English.

Other: we did make a complaint to customer service in the front lobby and they upgraded our resort passes. However, we came to find out we were still barred from accessing and enjoying still many of the restaurants on the resort. We feel that we were provided with such little courtesy as a means to just keep us happy during our stay without addressing the lack of respect we were treated with. All we were provided with along with the upgrade was complimentary wine/champagne and some chocolates for our room. However we strongly feel that this does not make up for the horrible time we had staying at...

This place is 2-stars at best. The food was mediocre and the staff was less than pleasant. I do NOT recommend this place, unless you are a college student looking to party.

The check-in process is horrible. My friends and I arrived around 8 PM. There were 3 check-in lines. The first one was long so we followed another gentleman to the second which had no one. Only after waiting around 10 to 15 minutes we were told the line is over there, which was even longer now.

The check-in staff spends too much time having to explain the grounds. They should be only checking in guest and letting a concierge explain the grounds and where the room is located.

When we got to our room after having to walk 5 floors cause the elevator wasn't working, we were greeted with the cleaning staffs carts outside our door. Plus we found out there was no lock on the safe, as the staff didn't inform us.

The time now was 10 PM. It took us 2 hours to get checked in and into our room. We were all hungry so being all-inclusive we thought we would go grab food. The buffet was still open so we got into line. Only to find out 20 minutes later that there was a dress code. Guys cannot wear tank tops into the buffet, yet girls are allowed crop-tops.

By the time our friend got changed the buffet had closed. So we grab a drink to walk around hoping to find food. We asked different hotel staff and security. Some said there was no restaurants open, while some said there was. We tried going to the place that was supposedly open 24-hours to only be turned away.

When I confronted the night-shift manager he questioned what I had explained to him and then disappeared behind the privacy glass at the hotel counter. I had to request him again. He did nothing to help the situation and even had the audacity to ask what I wanted him to do. When he asked, I stated why not refund our first night sense we couldn't enjoy the hotel because of the check-in process and no restaurants. He replied I can't do that. From the point on every night he had his hotel security follow us around the hotel.

The next night I ran into him again and he actually had the nerve to say he didn't like me. Fine. I don't care if you like me or not. I am a paying guest that has done nothing wrong except trying to get the most out of a trip.

Most of all you can tell the staff has poor leadership. They should always have a smile on their face and be happy to assist in making the guest stays amazing. Above all they should never ask "what do you want". Instead is should be “how may I help you” or “what would you like to eat/drink”? This place could easily be a 3-star with better service, and could even be a 4-star with a little renovation.

I will say the resort is beautiful. The pool and beaches are amazing. Even the nightclub plays great music and everyone is having fun. You can tell that this place was made popular my MTV...