Grand Oasis Palm

Omari M

I arrived at Grand Oasis Palm at 12PM and was told check in was at 3:30 although their website says 3PM. Upon waiting in the buffet and lobby for 2 hours, I went to the front desk to attempt to check in. Without asking my name or room number, the gentleman working on the far left side of the check in counter told me check in is at 3:30 (the first lie I was told) then proceeded to check in another guests and provide them with keys to their room while I had to wait another hour an a half. I came back to the front desk at 3PM and had another gentleman assist me who was able to provide me with my keys without a problem. When I asked the gentleman that denied me my room keys earlier he stated his reason was "groups have priorities over single parties." Upon attempting to enter my room, the keys did not work so I went to the general manager. When i brought his statement up to his manager, she said this was incorrect and groups do not have priorities over singular parties (the second lie I was told). She also stated that there was probably something wrong with my original room and that is why they switched my room…. By the time I received my working keys and entered my room, it was 4PM. I entered my room and found the TV does not work, there is no hot water and the lights do not fully work. When I called the front desk to get assistance, nobody picked up the call. What was the point of having my room changed if I was going to be put in a room that does not have hot water, along with a malfunctioning TV and lights that do not work???? I waited 3 hours to get put in a room with malfunctions????? TERRIBLE CUSTOMER SERVICE. Customer service then calls me while I’m sleeping, interrupting my sleep to ask me about the issues. Could this not wait until the morning after I’ve slept trying to get rest from the terrible day I had? They then put a note under my door addressing the water, lights and TV but not their racist actions. How convenient. I am in Cancun for 48 hours and my first day has been ruined due to terrible customer service caused by lies and what seems like racism towards African Americans. Unfortunately, I am in another country by myself and will have to remain at this horrid resort. This is the worst experience in traveling I have ever went through in my life and I would not recommend this place to my worst enemy. If you are African American or Black, I strongly suggest you steer away from Grand Oasis Palm.

Leah Wolter

When my husband, our two kids, and I first check in and got to our room, we noticed some problems. The dresser had a crack across it and a drawer that wouldn't close. The beds were both visibly sagging with stains on the comforters (these did look like "set in" stains, so it did look like they had been washed and were just still there). The curtains only opened about a foot and then got stuck on themselves. The lamp even had stains on it. When we tried to turn the TV on, it was just static. We found one channel that worked, but it had no sound. We decided to put up with this since we did not know where else we would stay and we did not plan to be in the room that much, but rather enjoying the resort and Mexico. That night, I got up in the middle of the night and walked across the room and walked through a puddle on the ground. I turned the lights on and our ceiling was leaking. It was a steady drip from one spot. I used our ice bucket to collect the dripping and it filled up in 2.5 hours. First thing in the morning, my husband went to find someone to talk to about it and went to the front desk and then was sent to someone else and was then sent to someone else. They finally came up to look at the room (oddly during this time, housekeeping had cleaned our room, but left the ice bucket to collect the dripping and did not seem to have reported this to anyone). The rep took pictures of all the issues and reported the leaking and had someone come to fix the leaking. And moved us to a new room. We followed to the new room and in the new room, all the original issues, except the TV, were better, so we moved all of our stuff to the new room. After moving and after the rep left, my husband noticed and pointed out the mold spots all across the ceiling. We decided to find somewhere else to stay and left as soon as we could. Other notes: -The food was good. We only ate at the Sports Bar and the main buffet, but enjoyed both. -The drinks were pretty good. Our kids liked the kids drinks here better than at the other we resort we moved to. -We liked the long rectangle pool more than the other pool-it was cleaner. -Overall, the staff was trying to be really helpful.

Denis Lafrenière

Food is not good. We went out to eat most of the time. Make sure you have the right colored bracelet because you won't be allowed at any of the restaurant but the shitty buffet and hot dog stand. No fridge in the rooms 1 bottle of water at the beginning to brush our teeth but they never brought more. Bunch of losers love to wake up early and put towels on all the chairs around the pool and beach in case they go that day to have a spot. So not enough place to sit. Wait line for everything. I will not come back here, and I definitely do NOT recommend it to anyone.

Dominik Krempasky

Worst experience ever! Not matching pictures on website. We get really bad smelling room with mold. All furniture was so old, not comfortable and really not clean! Bathroom was in even worse condition. We cancel our reservation after we see our room. Still waiting for the money. Hotel don’t communicate with booking.com and also no communication with us. So they keeping our money. It’s really our worst experience with hotel.

Diana Cooperstein

I traveled with my extended family of 9 people. I would rate the Grand Oasis Palm a 1. I have never been so enthusiastic to come home from a vacation. From the moment of arrival there was nothing but dissatisfaction. We had booked our room for the oasis palm 3 months prior to our trip but were dropped off at the Sens which is next door. They told us that the hotel was crowded and we would be much happier at Sens, it was bigger and more up to date. LIES!! I booked a room with 2 beds. When I saw that the room they gave us had one bed for me, my, husband, and my 11 year old son to share, I requested they transfer us to the hotel we booked and to make sure there were 2 beds. As our luggage was delivered to our room, I noticed that our large suitcase was missing. After 2 hours going back and forth with management and security there , and only after I demanded to see security footage, our suitcase was conveniently found in a stairwell. Why was my large suitcase in a stairwell when we were on the 8th floor, and it was originally on a cart. The room had a musty smell, and my son spent the first 2 nights coughing uncontrollably. When my husband asked for a new room, they brought up an air purifier. After the second night my husband and son spent the entire day vomiting. At the end of day 3 we arrived to find water coming out of the vent all over the floor into the hall. I took pictures and video to demand a new room showing the manager, and couldn’t believe he said they had no rooms to move us to and they would send a maintenance man. When I saw the black mold inside the vent system I just about lost my mind. They did move us down the hall at 1am. The only thing they did do for our experience was comp us a gazebo lounger for 1 day which was a $40 value. Every reasonable request was answered by the staff with no, sorry, or we can’t accommodate you. The food wasn’t that good, and half of my family got sick. We made the best of our trip despite the horrible costumer service. Save yourselves from this experience. I learned my lesson.