The Grand Oasis Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17676 reviews

• 

  Listen to the reviews. DO NOT come here

  We should have listened to the reviews. We thought “it can’t seriously be THAT bad” but it absolutely IS that bad. This is BY FAR the WORST experience I’ve ever had at an all-inclusive resort. We are currently still stuck here. It’s our 3rd day, and we are on our 3rd room-which is STILL unacceptable. The first room we were given at check in had two double beds (not queens) despite requesting a King, and it smelled so bad I was stunned. There was mold everywhere and the room was so so dirty. I was horrified. We immediately went to the concierge because I didn’t even feel comfortable putting my suitcase down on the floor, let alone shower or sleep in there. We were moved to another room with two double beds (we requested a King when we booked). It smelled better but was still wildly unacceptable for how much we paid for this place. We put in a request to get a King room ASAP and they were able to move us on day 2. Upon moving to our 3rd room, we discovered that our fridge was broken and it needed to be restocked with water etc. We put in the request for that twice on day 2, and it did not happen. We were startled awake on day 3 at about 7 am to what sounded like someone throwing armloads of 2x4s in the room above us, and sweating because our air conditioning was not working. Cherry on top was finding cockroaches in our bathroom. We again went to the concierge to ask why our fridge was not fixed, nor stocked and to get our air conditioner fixed. After pointing out how bad the experience has been an how they needed to do SOMETHING to make this right in addition to rectifying the problems that were already highlighted, we were given a reservation at one of the restaurants reserved for pyramid guests only (I suspect something will go wrong with this, but it’s tomorrow so I’ll have to come back to update after that happens). I was told all would be taken care of. Coming back to the room after a day at the pool, the fridge was replaced and stocked, but the air conditioning STILL does not work. I called the concierge desk and was told that maintenance did not know when they’d be able to fix our air conditioner, and that they could move us to yet another room. Side note: we were told that this place was 98% booked at check in, so I’m curious how they’ve got so many rooms to move us around. I told them I do NOT want to move again unless it’s to another hotel and that I could suck it up if they assured me that it would get fixed tomorrow with no excuses. They said they will come “clean it out” but they can’t promise to get it working again. This is BY FAR the worst experience I have ever had, and I’m truly not hard to please. On top of all of that, the majority of the guests here are essentially local teenagers and they are so obnoxious-butting in line everywhere and generally having zero manners. I will NEVER stay at this hotel chain again, let alone this particular hotel. We have been to the Cancun area 3 times in the last 14 months, and this was shockingly the most expensive trip out of all of them. I’m so angry. Air Canada Vacations will also be receiving a lengthy complaint-they need to remove this resort from their offerings. Even the local AC Vacations rep at the hotel said he’s gotten nothing but complaints about this place. The only reason I gave this 2 stars is because of the general staff. The bartenders and restaurant staff have been wonderful. It’s not enough to ever come back here, but I do have to give credit where it is due. We have 4 more days here, and I’d bet money that our disappointments are not over yet. I’ll be back to complete this review when we leave (if we don’t just cut our losses and get the hell out of here early)

  Feb 27, 2026
• 

  DO NOT BOOK THIS RESORT !

  BY FAR THE WORST CUSTOMER SERVICE I HAVE EVER HAD!!! Let’s start off with Jesus, the man who wouldnt check us in, we showed up a little after 9pm after our flight was delayed a full day. Keep in mind we msged them on WHATSAPP (about being late) like we were told to, and they left us on read. Well, that rude thing said we fortified our room because we didn't show up the day we were supposed to. Well Jesus that was out of our control how can we forfeit something we paid for. We pleaded with him, and he was rude and smug and kept saying there was nothing he can do. So, we asked to talk to a manager, well he points to a female colleague and me and another couple who this was happening to go to talk to her and she basically says she doesn't speak English, and she isn't the manager. So, she points to whom they say is a manager, Oscar, let me tell you this guy was a smug rude individual who shouldn't manage his own household never mind a resort. HE basically said there was nothing they can do and its on us to find our own other accommodations. My spouse goes online and says why can’t I just book this room that says its available and we can figure the rest out tomorrow since its now close to midnight and our travel agent is off, and no one is answering at SUNWING - go figure. Oscar the grouch said you can, but we won’t give you the room. I’m like excuse me what kind of customer service is this. its now pushing midnight and we have a child with us asking if we can at least get a pass to the buffet to eat - he says no and then says to get off the property. So, we had to find a taxi to the first available hotel i found online... well we show back up the next day and Guadalupe - a very nice man who should be manager was so confused that we didn't get check in and a said your room has been ready since Sunday night - its now Tuesday afternoon. so, we get our room, we walk in and yuuuk - mold in the bathroom, shower floods, taps leak. Food was gross, booze was bottom shelf. It sucks because you spend a lot of money to go here and when you walk in the lobby the resort is absolutely gorgeous floor to ceiling tile and a beautiful atrium in the middle. All and all I wouldn't recommend this to my worst enemy. If you have a chance to switch resorts SWITCH NOW

  Feb 27, 2026
• 

  Great value!

  Just returned today and would rate this all - inclusive a 5/5 for the excellent value! This was our first time here for our family of 5. The staff and other guests were friendly, the pools and beach were great, lots for the kids to do and there are so many food options. Sure it’s a little older and you need to get up early to secure your spot by the pool and make your dinner reso, but for the price you really can’t beat it!!

  Feb 26, 2026
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  Wouldn't come back if it was free.

  Where do you start? Stay away! The pools are nice (cold but nice) rooms aren’t terrible. That’s the end of positive. Food is awful at best. When you look forward to a slice of banana bread for breakfast as your best meal, not good. Smoking allowed everywhere at the resort. It’s 2026 really? Wait service, well the only way you get that around the pool if you pay for the upgraded cabana because without that there is no pool service. Vendors allowed around the pool area to try and sell things every day. Getting reservations impossible that is unless you’ll pay for a bottle of wine then they can get you in. I’m sure I am missing things but this isn’t a place I would visit again even if it was free.

  Feb 26, 2026
• 

  Great place, reasonably priced, staff is excellent

  We have been visiting the grand Oasis for over 20 years every January to celebrate our wedding anniversary. I know it does not always get great reviews but: if my wife, and I have been going there for over 20 years that should tell you to not listen to the bad reviews. The staff is amazing, the food is excellent, the entertainment is first class, and we always have a relaxing time. If you go make contact with the resort manager, whose name is Robin. Let him know that my wife and I have personally recommended you talk to him. Also, ask for Karina to help coordinate your stay. She is an excellent young lady that will go beyond her call of duty to make sure you have a great time.

  Feb 24, 2026