Oasis Palm - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6501 reviews

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  A Wonderful Family Vacation

  My family and I stayed at the Grand Oasis Palm to celebrate my son's 12th birthday in February, 2025. We enjoyed our stay although both my kids picked up a stomach virus while there. They were both sick for 2 days which took away from our full vacation. The staff was very accommodating. There were a few staff who really stood out. Arlet, one of the concierge has excellent customer service. She was accommodating, kind, friendly, extremely helpful, understood our requests and did everything to help us. She canceled and rescheduled my son's birthday dinner and arranged for a cake for him twice. She went out of her way to make us feel comfortable and checked in to see how he was feeling. She displayed genuine care during this time. She made our stay extra special. Thank you Arlet. We appreciate you very much! I hope you like the gifts. Another shout out to Carina at the front desk, she checked us in and checked us out. She greeted us with a smile, she was also very helpful and took her time to explain everything to us. She made us feel very welcome. She also displayed amazing customer service. Thank you Carina! Lorena at Coffee and You served with a smile. She was very attentive, efficient, worked hard and handled many guests sometimes on her own serving up delicious hot and cold drinks. We appreciated her service very much. Thank you Lorena! I hope you like the gift! Dany was the best! He was one of the bellboys or porter. He also greeted us upon arrival at the Oasis Palm. He was extremely helpful on our last day. We were advised by Sunwing to wait for our shuttle bus at a particular location. We waited and waited but didn't see anyone else waiting. We kept inquiring whether we were at the right location for pickup. Finally, I decided to walk over to another hotel lobby, part of the Oasis to find Dany at the front door. I inquired with him about pickup location. He advised us of the right location. He even went out of his way to go back to the other hotel to retrieve out luggages and made phone inquiries with someone at Sunwing to make sure they were on their way to pick us up because they were running late. We are extremely grateful to Dany for his exceptional customer service. It was a stressful situation at the end while trying to figure our pick up location. He reassured us he would retrieve our luggages and get in touch with our driver. He went above and beyond to help us. A huge thank you to Dany!!! We are ever so grateful for his quick actions!

  Mar 09, 2025
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  HORRIBLE WASTE OF MONEY!!

  Upon entering the hotel, I realized that the AC did not work! My family and I had to go to the cafe and grab cold bottles of water to use as ice packs! This hotel was not very kid friendly either, the kids area was closed and the pools were insanely deep. Now time for the food.. the food was horrific. I will say that we enjoyed most parts of the pool (other that the fact that it was very deep) we enjoyed that sushi and burgers from the pool bars, we also enjoyed the in pool bars. The cafe was good but very packed overall it had great drinks. The rooms had mold and the shower was clogged. The smell of mold from the bathroom stunk up the entire room! Our drawers were broken and it took them 1 hour to fix them, not to mention that we paid for a mini fridge and did not receive it. The walls were very thin and because of this you could here every thing, people yelling mariachi, and more. 0/10 DON'T COME HERE!

  Mar 09, 2025
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  Worst Vacation Experience of My Life

  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). 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. 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.

  Mar 08, 2025
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  Arlet the angel

  This was overall a great trip for my family and I. Due to language barrier, I couldn’t communicate how to make my picky 1 year olds cereal that needed to be made with either a microwave or a boiling pot. But all worries vanished when I met Arlet. She was soooo helpful and professional she met with kitchen staff and helped me out. She made sure my baby had food all through our stay and that alone made the trip great! She is such as star, she went above and beyond to make us have a wonderful stay.

  Mar 07, 2025
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  Believe the negative reviews for this hotel - we didn’t and paid the price.

  Our Sunwing travel experience was a nightmare …we finally arrived at the hotel after midnight on what was supposed to have been our 3rd day. The friend I travel with became nauseous by day 4 and was violently ill for 12 hrs with vomiting and diarrhea …she spent the entire next day in bed. I became ill the following day - our departure date. There was bottled water in our room, but it wasn’t labelled, so we now suspect it was not purified/filtered contrary to what we were led to believe. On day 3 a lady in the room down the hall had explosive diarrhea in the elevator and all the way down the hallway unable to make it to her room. Day 5 I saw two places in the hotels public spaces where people had vomited on the floor. The hotel is older (1980s?) grungy, run down, and there are water supply issues. The toilet was plugged on arrival, and the deadbolt didn’t work. The hotel instructs you not to flush used toilet paper but rather put it in the trash can! There are more than 20 steps from the hotel lobby to the pool, restaurants, and beach and few hand rails. The marble and outdoor tile floor surfaces are very slippery when wet (poor material choice). Online the hotel lists 10 restaurants as a feature, but we soon learned only a few are part of the “all inclusive pkg.” Neither of us had been to Mexico before. This was our 1st and last visit!

  Mar 01, 2025