The Pyramid at Grand Oasis

Our experience with Oasis Grand Cancun was incredibly frustrating and disappointing from start to finish. Due to a flight delay outside of our control, we arrived one day later than planned. Our travel provider had notified the hotel that we would be arriving late, so we fully expected our reservation to still be honored. When we arrived, we were told our room had been given away. After an exhausting travel delay, being told that the room we had paid for was no longer available was already upsetting. What made it worse was the way the situation was handled by staff. While we were standing there trying to figure out what to do, another guest in the same situation was allowed access to the buffet while they waited for their issue to be resolved. When we asked if we could do the same while we tried to sort out our accommodation, the staff laughed and dismissed us. We were traveling with our 14-year-old and suddenly found ourselves stranded with nowhere to stay and very little help from the hotel staff. When we asked if they could at least assist us in finding another hotel for the night, they laughed again and offered no meaningful help. At that point we had no choice but to leave and try to figure something out ourselves. I even offered to pay for a room for the night on my credit card just so we would have somewhere safe to stay. The staff told me the hotel was fully booked. However, while standing there I looked online and could clearly see rooms still available to book. When I pointed this out, the staff member told me that I could try to book it online if I wanted, but that it wouldn’t matter because I still wouldn’t get the room. We repeatedly asked to speak to a manager, but no one would admit to being in charge. One employee named Jesus pointed to someone named Oscar and said he was the manager. When we approached Oscar, he denied being the manager and sent us to a woman at another desk who also denied being the manager. We were essentially passed around while trying to get help and no one took responsibility. At this point I was visibly upset and crying, begging for help because we were stranded in a foreign country with our child and nowhere to stay. The staff showed absolutely no concern or empathy for our situation. The simply walked away from us. The next day we returned to the hotel hoping to speak with someone who could finally resolve the situation. The agent we spoke with told us he didn’t understand why we hadn’t checked in the previous day, which was incredibly frustrating considering we had been there the night before and had been turned away because our room had been given away. Since returning home, I have also tried repeatedly to contact the hotel to address this situation. I have called multiple times and have been redirected to different departments with no answers. I have also sent several emails to different addresses associated with the hotel. It has now been over a month and I have not received a single response. Travel delays happen, and most travelers understand that. But how a hotel treats guests when something goes wrong speaks volumes about their level of service. Unfortunately, in our case there was a complete lack of empathy, professionalism, and basic customer service. Between the room being given away despite notice of our delayed arrival, the dismissive attitude from staff, being laughed at when we asked for help, being told we could book a room online but still wouldn’t receive it, and being left stranded with a child and no assistance, this was one of the worst hotel experiences we have ever had. No family should ever be left stranded in a foreign country after a hotel gives away a confirmed reservation and refuses to help. I am not even going to touch on the food, rooms, customer service etc. It was just terrible all around. Very disappointing to not even get ONE reply for any of the emails I sent. I had sent multiple and CC'd every email I could find.

We went to spend a week with my friends at this hotel (Oasis Cancun). There were eight of us, all women over 55. Unfortunately, I had to drop off one of them, an 80-year-old, at the Oasis Palm Hotel because she was registered there, and I left my other friends checking in. It took me about three hours because I took the opportunity to have dinner, since we hadn't eaten in the last eight hours. Imagine my surprise when I arrived and found my friends sleeping in the lobby chairs! They hadn't been allowed into their rooms because the reservation was in my name and I wasn't there. The person in charge knew I had gone out to drop off another friend at her other hotel, which belongs to the same chain. They showed no consideration for my friends' ages or the fact that they hadn't eaten since they had just arrived from Canada. The manager told them it was a business and that if they left 11,000 Mexican pesos in addition to paying for the night, they could stay! He knew the reservation was already paid for; I just wasn't there at the time! I find it incredibly insensitive not even to offer guests a glass of water, and even worse, zero customer service!

Oasis is DISGUSTING. Believe the negative reviews when you read them. Oh where to start…. The Room: worse than a 1 star hotel. It’s old, ratty, smells, moldy, has bugs and a huge boogie snot stuck to the wall next to the bed that housekeeping didn’t bother to clean from a prior guest, lights don’t work. The walls are paper thin and you can hear EVERYTHING the neighbors do. College kids scream in the hallways and slam doors all night. All Inclusive dining: nothing is included unless you want some old ‘food’ that is unidentifiable. Everything is an “upcharge” even with an upgraded food plan. I wouldn’t even feed a homeless person the slop they served. Unsanitary food conditions… food left sitting out for hours, cold and prepared without gloves, I witness staff not washing their hands after using the bathroom. The perfect recipe for food poisoning. We endured up Downing $23 at the gift shop to buy candy bars for dinner because the food was inedible. Drinks are watered down. Thank god we bought good rum at the airport to help spruce up the drinks Upgrades: Don’t bother. We paid $330 usd to upgrade our food plan and it was denied at most restaurants. We had to BEG for bottled water. Staff… some are friendly but the customer service desk agents act like you are bother them. Could not be bothered to assist. I feel like I’ve been robbed and totally jipped by this establishment. I’d say it’s a 1-2 star rating.

BELIEVE THE BAD REVIEWS! We thought people were exaggerating because they were angry.I was forced to give a score of one. This place is literally not worthy of a -10. Everybody we have spoken to is so unhappy here we paid for an upgraded meal plan instead of changing hotels thinking that it would be better and it just got progressively worse. The rooms are filthy. The layer is confusing. It says all inclusive but everything is an up charge. We are at this all-inclusive resort and we have been eating mashed potatoes and have been hungry the whole time.