Oasis Sens del Mar

We are trying to get to the airport one hour earlier for our flight because we don't want to miss our flight back home. We are at the desk with Karla from Oasis Experience and she has a horrible attitude. She really shouldn't be working at any 4 star international hotel. She's rolling her eyes. She thought I didn't speak Spanish so she told her boss in Spanish that I yelled "gritar" at her. She said that it's my responsibility to come to the desk to change my return time for airport pick up. In Spanish she told her coworker, she needs to be responsible. It's a simple change of time to the airport and she's not willing to try to help. I asked to speak to her supervisor and waited for 10 min for Tamara to come. Karla told me that she doesn't work for this hotel so she doesn't care whether I paid $300/night and only had cold showers or scorching hot showers. I told her maintenance came for 2 hours yesterday to attempt to fix the shower but they said it's not possible because it's broken and that their boss will come tomorrow morning. For the past few days we have been taking cold showers because by the time my young kids have taken off our clothes and are inside the shower trying to figure out how to get warm water, it's too late to call maintenance. Karla said that when I arrived on Monday, the oasis experiences travel and excursion department sent me an email about the information. She showed me on her laptop and when I looked it up on my Whatsapp, it's in Spanish only. I told Tamara the manager when I spoke to her that Karla keeps mentioning that it's my responsibility to read the messages they sent on Whatsapp but I told her it's in Spanish and my Spanish isn't good enough to understand that. If they're communicating with people from the USA, I would think a bilingual email with English instructions would be helpful. I feel frustrated because we are asking them to switch the pick up time to the airport from 4pm to 3pm because we don't want to miss our flight on a Friday afternoon with a lot of traffic for our 7pm flight. I think what I expected was that Karla would say, “let me look into it and see what I can do for you.” Instead she said, “we can't change that it's too late” without even looking at the computer or trying to see if she could help. It's disappointing that they are not willing to try to help for the client to have a more positive experience. I told Tamara that if we leave at 4pm, if she can guarantee that we won't miss our 7pm flight, then sure we can leave at 4pm. But if we miss our flight, will she pay for an extra night at Cancun as well as the fees to reschedule our flight? We don't want to miss our flight and would be more comfortable leaving at 3 or 3:30 and I asked Tamara if she could check to transport the 4 of us. When we came from the airport, we were in a van for 16 people but it was only the 4 of us. I spent 45 minutes speaking to them and it's added to the negative experience I've had at this hotel. I would never come stay at this hotel and actually when I mentioned to my family of 11 (we came to Cancun for a family reunion) that we can return to Cancun when the kids are older so we can do excursions like xplor, they said, “let's go elsewhere.” I agree with them, staying at grand oasis palm/sens has been disappointing. What I would like to see is for the staff to be more friendly and helpful instead of rolling their eyes or accusing their clients for not reading a Spanish message. They just Whatsapp me and changed it to 3pm. We were planning to get a taxi or Uber to the airport. Honestly, it's not worth the stress. I wish Cancun grand Oasis palm/sens would have better service. 50% of their staff seems unhappy. It may be because they're overworked or understaffed. I'm not sure. We paid about $270 per night and maybe our funds aren't trickling down? We expected more for $270 a night but we're disappointed. I hope they can provide additional training for their staff so that the overall experience can be more aligned with a 4 star international hotel all inclusive.

If you are looking for a nice vacation spot, keep looking. This resort is advertised as a 5 star , it's a 2 star at best. It is extremely outdated. There are 10 floors of rooms, with only 2 small very old elevators. It also advertises "adult only areas" (plural) there is one small area that doesn't have screaming kids running around. There are swim up bars, which are nice but all the seats are occupied by children. The buffet is awful, both my husband and I got sick to our stomachs within an hour of eating. We have been trying to have our stay canceled since before even checking into our room, with no prevail. We will be spending our whole week doing excursions because we have no interest in spending any of our vacation on the premises.

The hotel is ok. It’s connected to an older hotel (Oasis) and both together are HUGE. Tons of rooms and families makes for LONG lines to eat at the buffet and almost no chance in getting a reservation at any of the “included” restaurants at any time of day. The room was nice but the toilet had dried pee on the too-small-for-the-toilet-size seat. The water pressure is variable and the temp is inconsistent as well. I had a very cold shower after a VERY long day of travel. The bed was comfy, the food was ok, the drinks were good accept the white wine was terrible. I wish they had room service, but nope. I took the stairs a lot (up to the 10th floor and down) because the tiny (and I mean coffin-like) elevators take forever and there was always a line to take one. Pretty sure they have timeshare crap because there were always large tour groups waiting for elevators and being sold something. The gym was being upgraded and was open during construction but some machines didn’t work. But I’m so happy they had a gym. The beach is a bit rocky for my taste and there was a lot of seaweed and the water was pretty murky and looked dirty so I stuck to the pool. The main pool had a million children so I kept to the adult pool. I had a great time but there is marble around the pool and I (and many others) slipped, ending in a HUGE bruise on my hip and elbow. Overall, it was ok. I didn’t hate it but I won’t return here.

I had to wait 4 hours before being able to check in. If you’re looking for fun things to do while being at this resort besides the beach and pool, your at the wrong resort. The help is very friendly the hotel was clean, but the food was not good at ALL.

Best of location, near everything in Cancun, but bad water pressure, hot water stopped in tge middle of a shower about 4 times, the coffee shoo, stoo servicing coffee do to water pressure, then the most ridiculous thing ever seen, bedrooms windows, yeah, to the bedroom and to living, that way your partner can take a pick of the private moment, Cheap on towels, all included, they had more than 10 bars, way more, in the beach, in the pools, inside outside, everywhere. Lots of restaurants, very clean, at all times, in and out. Lots of pools, shows, they have a theater. Beach chairs , very well done hotel. Recomend it.

We have been going to Cancun for 20 years and this place is by far the WORSE place we have ever stayed. Food is horrible…staff is not nice at all. Jorge at the outside bar is the only employee that was nice to us. Kids are EVERYWHERE also!!!! Trust us when we say DON’T WASTE YOUR MONEY!!!! HORRIBLE!!!!!!

Just got here waited 4 hours for a room after check in. Restaurant is mediocre and the one bar that was open is being held for a private event at an all inclusive. Service is absurd they just say sorry for your wait and act like nothing happened. I wish I would have spent another $100 on another resort.

My boyfriend and I stayed here for a week, we're 21 and 22. The staff was really great, especially the bartenders and servers. Food was great. The beach and pool were both very nice. Our only major complaint would be that our room smelt quite badly of mold and we did have some issues with our allergies acting up. We didn't complain about it however because we ended up getting a balcony when we hadn't requested or paid for one (lucky us). We also made some friends and went into their room but they had no issues with mold and their room was very clean, so not all rooms are like this. I also wish there were more entertainment at this resort, the day sort of came to an abrupt end around 7pm when people went to eat dinner. If you plan on staying here I definitely suggest leaving the resort at night and checking out the clubs, they were super fun and $60 USD through your hotel. If you don't want to go out, day drink enough that you just pass out by dinner time! Overall we had a really great experience but if you're looking to do much other than relax this probably isn't the resort for you!