Oh! The Urban Oasis

Brandon Turner

I booked this place a month ago based on the location and the pictures of the pool. We get here to check in and the lobby is beautiful. I’m thinking I scored us a great place to stay. During check in the lady at the counter tells us where the continental breakfast is that’s free, and tells us about the breakfast buffet that costs extra. Also slips in that access to the pool is also extra and paid daily. If we want to go sit at the pool for 20 minutes, pay extra. Want to go all day, pay extra. Nowhere on the listing does it say this. I looked at every booking site I could find and still nowhere does it say this. Then they tell us that the pool is actually at a property next door and isn’t part of this hotel. Whaaaat?! We ask if we can go look first and she says no. So I paid to stay here a week and I’m not allowed to walk through the lobby and even look at the pool. What the hell is this? They won’t give us a refund so we are stuck staying here and paying extra each day for pool access when it’s listed as an amenity for the property. I feel like we are being ripped off. We check in, go up to our room and the decor of the hallways and rooms are nowhere near the same quality as the lobby. Looks like a completely different hotel once you go upstairs. After dinner and walking around downtown we came back to the room and decided to get some room service. Called down the number on the menu and the phone just beeps. Tried a different number and it just rings with no answer. Tried another and same thing. Rings with no answer. I wish there was an Oxxo close by downstairs but I didn’t see one. First night here (I booked for a week) and so far terrible experience. I don’t think I would stay here again. There’s too many options in Cancun

Gabriela Carhuavilca

This is a great hotel for people on a budget, it is well worth your money, the complimentary breakfast is good the pool is amazing and relaxing. It’s walking distance to a mall and the plaza to get good food. Yes the walls are paper thin you can hear everything so don’t recommend if you’re a light sleeper. We needed housekeeping and we had to ask twice for them to come but they came. We enjoyed our stay.

Rozelyn Murray

I stayed here for my birthday and I just have to say this hotel has been the best yet! The service was incredible! Everything in the room was perfect and house keeping came daily to clean the room and fix the bed. The pool was kept clean and the comfy beds were beautiful. (You do have to rent them) breakfast was included in our stay and I had to say it was really good. Thank You Oh Cancun for making this such a good trip for me 😊!

Mel Lau

From the photos and from the facade, the hotel looks modern and new; when your'e at the lobby and the pool, it looks very nice. However, once you enter the rooms, the rooms are very dated and not well maintained. My room door does not close properly, stains and cracks in room and bathroom. My shower was faulty, ac is old and loud and towels supplied are shredded at the edges. The first room given to me, the ac was not working and as it was facing the main street, it was very noisy even late at night as the windows are not double glazed. I then changed rooms and requested for a back facing room. It was quieter but you can still hear the music they blast at the pool. Fortunately it stops at around 10pm. I was trapped in their lift one morning and reported to them. But they only have 1 lift, so that whole day while they were servicing the lift, I had to climb 7 flights of stairs up and down twice. Fortunately I do not have my luggage with me or on a wheelchair, else I would not be able to get to my room the whole day. When I checked in to the hotel, I asked the receptionist if I could leave my suitcase with them for 2 days as I will be back to stay at the hotel again after 2 days in Merida. The staff told me they do not have place to store suitcases!! I have travelled extensively all over the world (90 countries and many more hotels) and every hotel is fine with that request, some are even fine with me keeping my suitcase for a week and I'm not even returning to stay at the hotel! Fortunately, on the day of my check out a nicer receptionist was around and she said no problem. That is why I said the service is inconsistent at the start of my review. I contacted the hotel for airport transfers and tours and they recommended Viajes Caribe Maya, an agency affiliated to the hotel. I booked a tour to Chichen Itza with them and they texted me a day before to ask if I wanted to pay more to upgrade my tour. She promised a smaller group of 10-20 people and went on to say though their prices are higher than other tour companies, they provide a better service. Turns out it is all a scam to make you pay more. They are just re-sellers of the normal cheap tours and I wound up on a bus of 45 people and requiring me to pay for more extras on the tour even though it was supposed to be included. I contacted the staff and he was totally unempathetic and unapologetic, I requested for a refund of the upgrade and he refused. (I have kept the text messages as evidence). And for the tour the next day, the guide did not even come into the hotel lobby to look for me and left without picking me up. For my first tour, the guide came into the hotel lobby to look for me, and they have my mexico telephone number to call me if they couldn't find me but they didn/t even bother to call or check with the hotel receptionist. So never deal with the travel agent the hotel is affiliated to. Total scammers. And no apologies whatsoever. I spoke to the manager of the tour agency and he was rude and didnt want to even hear me out.

Raeann Thomson

This was the WORST experience my family has ever had! Family of five and my mother. Reserved 2 rooms with a double bed with a view! 1.) We arrive and are told that we didn't list are kids and they have to charge us. 2.) That the double rooms are for adults only and we have to take the 2 rooms with one king bed. Nothing is guaranteed there! 3.) They said they need passports for there records and scanned them and keeps coppies. 4.) The Staff was the worst part! Most of them miserable! 5.) It flood in the hotel when it rains. 6.) No service from front desk. 7.) Tvs don't work in most rooms. We have stayed in Mexico city, GTO, and Akumal they were all amazing. Cancún people seem unhappy and not nice!