Hotel Grand Oasis Riviera - All Inclusive — Hotel in Quintana Roo

Dear fellow travelers,||||I am writing this review after a highly disappointing stay at Grand Oasis Tulum, which has compelled me to share my experience for the benefit of others planning their vacation.||||Misleading Advertisements: The resort falsely advertised facilities that do not exist or are old and in a section that is no longer open. Contrary to the images shown on their website and promotional materials, there is no outdoor playground area for children, no fun water slide area, and no tennis courts. We booked this resort based on their amenities for our son which turned out to be none for our 12 day stay.||||The Kiddo zone fun pool they show in their hotel listing is actually the pool bar with zero slides or activities for kids, they show at least 4 slides. Photos have been included showing what they advertise and what you get||||Unsafe Children's Area: The resort does have one slide intended for children in a different pool, but it is meant for dry land not a pool so the slide dropping an additional 20 inches into the water puts it at a super unsafe angle. During our first 7 days we have not witnessed any child using this slide due to its apparent safety hazards.||||The resort does have another dry slide in their day care but our child was unable to use it because he is under 4 and can't be part of daycare, guess it's a problem we want to spend time playing with our kid but were told to leave instantly.||||Cutting corners from the start: Upon check-in, we were informed that the mini-fridge would only be stocked once and that we would incur additional charges for any refill. With a 12-day stay ahead of us, the minimal initial stock of four mini-beers and four sodas was far from sufficient. Two of our four rooms were not even stocked with beer from the start.||||Limited Access to Amenities: The resort restricts access to alcoholic drinks from 11 AM to 11 PM, with the only post-6 PM option being the lobby bar. This has led to noisy gatherings outside our rooms, as it’s the only place to drink after hours. The sports bar is open 24 hours but only serves coffee||||Poor Dining Options: The buffet options are extremely limited, with 16 hot items, a few fruits, and scarce dessert options. There is no variety in breakfast, unless you want to pay extra for their breakfast restaurant and the 'premium' restaurants have all been a letdown, except for the Italian restaurant, which served decent lasagna.||||Good luck feeding a picky younger child here as the buffet does not plan for them at all, you can get french fries, nuggets, pizza type items during the daytime at the outside pool spot but dinner does not think about kids at all.||||||Inadequate Staffing: The pool bar is understaffed, leading to periods where bartenders are absent because they are cleaning up around the pool. While Juan and Daniel are fantastic and have been doing their best, the lack of support is evident and affects the service quality all around the resort.||||Cleanliness Maintenance Issues: The resort’s cleanliness leaves much to be desired. For example, our toddler examined a dying beetle on the steps going to our room the first day here, I now laugh on day 7 everytime I step over the same beetle who is now being joined by other bugs and animal poop above the handrail in the windows for the same amount of time.||||We get random sewage smells in our bathroom, bathtub looks like its been repainted more often than its been cleaned and shower leaks all over the floor due the short piece of glass with a gap at the wall, a lot of the glass table tops have broken sharp corners and are left as is.||||Cleaners came yesterday, took all our towels and didn't leave any new ones day 2 without towels commencing||||Negligent Management: Our concerns, including those about the false advertising, were ignored by the front desk. The manager has been unresponsive to our complaints and even to the Expedia representative who reached out regarding the misleading photos.||||I have shown the photos to their Luxury “Time Share” reps who said he has worked here for years and never seen it as shown||||Exorbitant External Costs: The resort charges an unreasonable $100 USD for a taxi one way to Playa del Carmen, which feels exploitative, especially when essentials like diapers are needed. They don't tell you any other options like going to the road and getting a colectivo for $5 a person ||||I ended up walking next door to the Bahia Principe resort to buy diapers at their shopping area. This place is well worth the look over Grand Oasis if you are planning your vacation.||||No Currency exchange or Peso change: No place to exchange us money, they do have a basic usd machine but good luck getting smaller bills after it gives you 20’s. We brought Pesos in larger sized bills and they have trouble even breaking them into smaller bills usually only having 100 peso bills making it hard to tip staff for small things. ||||Of the 7 times so far I have asked the front desk for change, they have been able to give me 20/50 peso bills once, not sure why they make it so difficult to tip their staff as we have never had issues with changing of pesos in Mexico before.||||Plus Sides: The staff are friendly and doing their best at what they can accomplish, the sheltered pool behind part of the resort does a good job blocking the wind from the ocean and the ocean is nice enough if you don't care about the seaweed but this hardly makes up for the above issues.||||In conclusion, I would strongly advise against staying at Grand Oasis Tulum especially if traveling with children. The misrepresentation of amenities, inadequate service, and overall neglect have significantly impacted our vacation experience and others we have talked to with kids. Traveler beware – there are much nicer resorts in the vicinity that are honest, offer better value and have...

I don’t know where to start with this place. First thing to know… you are NOT in Tulum. You are in Akumal and it is about 30 minutes out to get to Tulum which is a minimum of $150 fare to get to. About the hotel, it was told to me by visitors that this place was going under and Oasis bought it over. That being said, nothing works and everything was run.

Let me start with the room. I paid for the junior suite oceanfront view. What’s advertised on their website is a jacuzzi and walk out to the beach. This is false. If you are not on the first floor, a jacuzzi is non-existent. They spent all this time explaining to me how it’s the same price for the people on the first floor who have jacuzzi and walk out right to the beach to some rooms that cost the same and some don’t even have a door to open on the upper floors. Our fridge wasn’t working and the hot water in the shower only worked a quarter of the time. They finally switch us to another room on the ground floor. You would think this is better, but this room had NO hot water at all. The front desk began to tell me this is just how it was. As I was telling them how there was no hot water, another guest heard and also told us how there was no hot water in their room and the front desk worker decided to say yeah there’s no hot water anywhere as if that was acceptable. The temperature in the room was never properly controlled and the floors were always wet. I slipped in my room due to this. The toilet didn’t flush properly. After one person would use it, we would have to wait 15 minutes before the next person could go and flush. Waste of my time on vacation.

After complaining for the third time…. The manager begins to tell me that the hot water was fixed. I told him how both my partner and I just showered and it was cold. He told me he doesn’t know what to tell me that the guy told him the hot water was fixed. I told him he was wasting all my time waiting for these people to “fix” all these things and nothing was getting fixed and there was no offer of any compensation for this. He kept telling me it was fixed. I asked him to come to the room and I will show him myself. He finally came to the room and saw for himself that there was no hot water as if I was lying.

At this point he told us that he will switch our room to the adult only side, which inevitably was better. It was at this point I was NOT going to write a review as even though we only had 2 days left… it was a nice room to enjoy. Two things happened just before we left. Our checkout was at 12 and at 11 I decided to pay for a 2PM checkout. At 11:30 there was no water at all. We go to the front and they said they were having issues and to give them 30 minutes. Would they have given me a later checkout anyways? I doubt it. Here’s what really pissed me. We finally shower and get ready for checkout at 2. The guy cuts our wristband and we tell them our shuttle is at 4 so we will be going to get a coffee. This “supervisor” decides to chime in to tell me our checkout is at 2. And we said yes our bags were in the front and out of the room but I had paid for a later flight so we could enjoy the facility. She said no our checkout included food and drinks and we had to sit in the lobby and wait for our shuttle. It’s like these people enjoyed arguing with the guests. I told her I had a massage booked at 2:30 and I’m going to get a coffee before I leave. She said no and that I need to stay in the lobby. I told her that I wasn’t asking and that I will be doing as I just explained and left.

I have been to oasis in Cancun twice. I had a great time both times. I will tell you that “grand oasis Tulum riveria” in Akumal will be the downfall of the oasis brand. I will never stay at oasis ever again. I will never recommend this place or brand to anyone.

I didn’t even mention how everything closes at 11pm and all you can get is coffee and leftover pastries and cold pizza. All bars and restaurants close at 11pm and they will give you attitude if you come at 10:30

Staff did the best they could, but the resort set...

Have 0 expectations, this is not even a 2 stars hotel. 2 parts in this hotel an incredible bad one and an ok one (NO ONE SHOULD BE ACCOMMODATED IN THOSE ROOMS) Ac works ok or …not Bedrooms have horrible smell, humidity, mostly covered with patches and paint Bedroom showers with stains Sinks and/or toilets might have leaks (even in the nice part ) Lack of maintenance in the bedrooms and the outdoors They will always say they are fully booked in order not to switch your room, but I looked on their website, booking and aircanada and they had plenty of availability You will hear plenty of customers going through the same and complaining at the front desk and they will just send maintenance and avoid switching the room or hotel Be careful with your belongings, whatever is missing from your room that wasn’t in the safe is not their responsibility and they all know that. General They will invite you for a breakfast and offer you a free 25 min massage the next day or any day that will take your full morning to sell you a membership at almost 20kusd Fun activities like snorkeling, paddles, canoeing Good luck trying to get a hold of the front desk over the phone Room card will stop working almost every day Very nice employees and not very nice ones Food and cocktails are not the best If you want to go to Tulum the taxis will charge around 90USD round trip which a local told me it’s kinda crazy as it should be a 4th part of that. But they all do that so be prepared. Someone told me you can take a bus on the highway which is 50pesos Bring your medicines, water shoes. Small box of 10 Advil’s was 19USD and at the pharmacy in tulum 50cents Beautiful views however the beach is no longer as wide as showed on the website pics, as the ocean covers plenty of the sand part now

My experience : My expectations such as cleanliness and customer service are a must. After a full day of traveling (started at 3am) we arrived at 4pm, they gave us a beautiful room but unfortunately the bathroom was absolutely filthy and the room smelled like humidity and the ac did not work. They changed our room to the one beside it but they only gave us the key until 8pm just to find out the the humidity and bathroom were worst and plus the toilet had a leak. We asked for it to be clean the next day, we came back from the tour to see no one cleaned the room. The humidity was such, that the sheets were wet and it seemed to be a normal for them as they are explaining why they are humid instead of changing them.The outdoor area was also dirty and the facilities needed maintenance. I called again to see if they could switch me again as the smell was just hideous and the receptionist said all rooms have humidity they are fully booked and hang up on me. So I went to see the manager who finally changed our rooms after I told her I checked on their website, booking and they seem to have plenty of rooms.after we got to the new room we noticed we were missing some of our belongings but at this point and after 2 nights of having the worst time I just wanted to relax. Just keep everything packed and locked. During this room change some clothes magically disappeared from my luggage and all they said was “oh no one brought anything to the lost and found” it was not lost, it was inside my luggage and I literally reported them and asked everyday,...