LocationCancun - Hotel Zone - Beachfront
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Student/Youth Policy - Legal age for check-in in Mexico is 18 years of age. All students under the age of 18 years old (but no less than 17 years of age) traveling without parent(s), will be required to present parental acknowledgement that the student is allowed to travel internationally and will accept full responsibility for their actions while on property. For every nineteen (19) students under the age of eighteen (18), one (1) adult chaperone (minimum 24 years of age) is required staying on property.
- Student/Youth Travelers are defined as any person under 24 years of age, traveling without legal parent/guardian, and is applicable at ALL Oasis properties on a year-round basis.
- Student/Youth Resort Fee: Any guests meeting the above-definition of “Student/Youth Travelers” are subject to the following security deposit: a $30.00 USD non-refundable student/youth insurance will be collected from each guest at the time of Hotel check-in. Acceptable form of payment: CASH only. Policy is mandatory, per person and not refundable.
- As a general rule, Oasis Hotels & Resorts will only accept Student/Youth GROUPS at Grand Oasis Cancun (not applicable to family travel).
*Please note the legal drinking age in Mexico is 18.
Customer Ratings & Reviews
TripAdvisor Traveler Rating16652 reviews
My stay was great as always , Dinorah the concierge is awesome she help us with everything we need make reservations and treat me and my friends really kind , she really make us a better and easy stay , I have a great stay every time I come to oasis is my favourite hotel
Grand Oasis Pyramid Disaster Vacation .. RUN AWAY
Run Away From This Place. We booked a Sian Ka’an Master Suite. the TOP level. What a disaster. No hot water in room more often than not, Hot tub on balcony was to be fixed numerous times and was then told “they don’t have hot water for the tubs”. Rude service at Sian Ka’an exclusive dining area by hostess, then forced to Move Bali beds as they are “for Paying guests”. Kicked out, Bed sat empty for 4 hours and a couple that sat in another bed moved into it. And the lady that made us move totally ignored us while others received service. However, last part … wife was coming out of the pool and stepped in human feces at the edge of the pool, in the water. Tried to tell a worker, not one we could find spoke English. When we left the resort 4 days early to check into another Resort for 4 days, we told the Sian Ka’an staff about the poop and we were actually scolded for Not coming in to report it. Guess what. Poop in the pool and it was never closed for cleaning. This resort caters to local population and really shows disdain for, at least, tourist from USA. Booked though Trip Advisor, who contacted hotel for refund. Of course, hotel denied it. The Sian Ka’an rep said that Trip Asvisor should contact us for a refund. Guess not. We Moved to Royal Solaris and had an absolutely wonderful stay. If you work hard for your money, vacation at any other Cancun resort. We have been here 15 times and Oasis Pyramid was the absolute worse Place we have stayed at in Mexico. It’s the local “motel” of resorts that packs the people in, Low quality food and a surprise for you in the pool!
Villa Paola - Francisco
If you ever visit Grand Oasis, you must go to Villa Paola. There is a one of a kind person. Person who knows his craft. His name is Francisco. Not only he will make you best drinks, he will make you feel very welcome, and he will teach you a thing or two about good drinks. Thank you Francisco for giving us amazing experience in Mexico. Thank you from your Croatian friends.
Initially poor experience saved ,by a true professional Natalia B
I would like to leave a compliment to a specific person who made our experience so much better. A concierge at one of the buildings adjacent to the Pyramid named Natalia Bolishaya I think was extremally helpful. She helped to resolve the issue we had with the room (noise from outside) and another problem we had with the restaurant reservation. In addition to her being multilingual, English, Spanish and Russian which helped my mother show speaks only Russian to communicate effectively, she is extremely professional and resourceful. Employees like that should be rewarded by the resort.
They do not care about your experience at all
They couldn’t find our reservation the first hour. We even say staff pointing and laughing as we waited anxiously for an update on our room. Didn’t take the bags to the room or explain where the room was located, which had us walking around the resort sweaty, searching for 20 minutes. Food wasn’t great. Nobody explained you had to book reservations BEFORE 3pm. There are no towels. And we only received 2 washcloths. Tv didn’t work. Phone didn’t work. they’re non responsive when you call & the automated message was only in Spanish. We had communicated this with staff multiple times. After going off the resort & ordering uber eats multiple times we went to management. All they said was “sorry you feel that way” but did absolutely nothing to help or improve. They threatened to call security on us for making valid complaints. You can still have fun because you’re in Cancun but be prepared to go off the resort frequently- which defeats the purpose of going to an all inclusive resort. There’s many other options available and staff will happily welcome you and treat you well but not this resort. We had great experiences off the resort but felt worthless on the resort.