Ratings based on 454 Verified Reviews

3.5 out of 5
71% of guests recommend
3.9 Room cleanliness
3.6 Service & staff
3.6 Room comfort
3.4 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 10, 2017
We were upgraded to Oasis Grand so the experience rating is not for Oasis Lite. I would recommend you spend the difference and get Grand. Oasis Lite was further away from the beach and everything else.
Comment from Hotel Management
Aug 18, 2017 by Gerardo Bordoli - Director, Hotel Management
Dear Guest, Thank you for taking the time to share your comments. We are pleased to read that you enjoyed your stay with us. Thank you for choosing us as hosts to your vacation. We look forward to welcome you back. Kind regards,
1 out of 5
by A verified traveler

Posted Jul 6, 2017
We are a group of 8 that travel every year together. This is by far the worse hotel we have ever stayed in and will never recommend or return. Last year we went to Catalonia Royal Tulum and it was by far amazing! At Grand Oasis Tulum, we were all treated extremely poorly. Upon arrival, we were told all-inclusive wasn't included and that we had to pay for Wi-Fi and the safe inside the room. I purchased an all-inclusive package including Wi-Fi and the safe in ALL hotels is included. We had to do a long line of at least an hour every day to reserve a dinner reservation and most of the time when it was our turn to pick a restaurant there wasn't available seating for 8, in fact there was one restaurant we wanted to try and we were told that at no time during our stay we would be able to sit together at the same time and when we walked by this restaurant everyday there were available tables for more than 8 people. The buffet had another line every day and the staff was horrendous! We would ask for a fork and it would take 20 minutes to receive it, that’s one example. There wasn't any water or friendly faces while in the buffet at any time. In the mornings to receive a cup of coffee was exhausting! In overall the staff was never attentive at times we were even ignored. We never felt comfortable or welcomed.
1 out of 5
by A verified traveler

Posted Jul 6, 2017
We are a group of 8 that travel every year together. This is by far the worse hotel we have ever stayed in and will never recommend or return. Last year we went to Catalonia Royal Tulum and it was by far amazing! At Grand Oasis Tulum, we were all treated extremely poorly. Upon arrival, we were told all-inclusive wasn't included and that we had to pay for Wi-Fi and the safe inside the room. I purchased an all-inclusive package including Wi-Fi and the safe in ALL hotels is included. We had to do a long line of at least an hour every day to reserve a dinner reservation and most of the time when it was our turn to pick a restaurant there wasn't available seating for 8, in fact there was one restaurant we wanted to try and we were told that at no time during our stay we would be able to sit together at the same time and when we walked by this restaurant everyday there were available tables for more than 8 people. The buffet had another line every day and the staff was horrendous! We would ask for a fork and it would take 20 minutes to receive it, that’s one example. There wasn't any water or friendly faces while in the buffet at any time. In the mornings to receive a cup of coffee was exhausting! In overall the staff was never attentive at times we were even ignored. We never felt comfortable or welcomed.
Comment from Hotel Management
Aug 18, 2017 by Gerardo Bordoli- Director, Hotel Management
Dear Guest, We do appreciate all of your comments and we are truly sorry that we were not able to meet your expectations. We would like to sincerely apologize and let you know that all your comments and opinions are considered in order to improve our service. We reiterate once again our sincere apologies for any inconveniences, hopefully you can give us another opportunity to welcome you again expecting to improve your perception of our service. Best regards,
1 out of 5
by A verified traveler

Posted Jul 6, 2017
We are a group of 8 that travel every year together. This is by far the worse hotel we have ever stayed in and will never recommend or return. Last year we went to Catalonia Royal Tulum and it was by far amazing! At Grand Oasis Tulum, we were all treated extremely poorly. Upon arrival, we were told all-inclusive wasn't included and that we had to pay for Wi-Fi and the safe inside the room. I purchased an all-inclusive package including Wi-Fi and the safe in ALL hotels is included. We had to do a long line of at least an hour every day to reserve a dinner reservation and most of the time when it was our turn to pick a restaurant there wasn't available seating for 8, in fact there was one restaurant we wanted to try and we were told that at no time during our stay we would be able to sit together at the same time and when we walked by this restaurant everyday there were available tables for more than 8 people. The buffet had another line every day and the staff was horrendous! We would ask for a fork and it would take 20 minutes to receive it, that’s one example. There wasn't any water or friendly faces while in the buffet at any time. In the mornings to receive a cup of coffee was exhausting! In overall the staff was never attentive at times we were even ignored. We never felt comfortable or welcomed.
4 out of 5
Recommended
for Everyone
by A verified traveler

Love the beach & food!

Posted Jul 4, 2017
Staff nice & hard workers! Facility need improvememts but $ pays for what you get, entertaiment team very poor but food was great.
Comment from Hotel Management
Jul 7, 2017 by Gerardo Bordoli, Hotel Management
Dear Guest, Thank you for taking the time to share your great comments. We are pleased to read that you enjoyed your stay with us and the service that you received. Thank you for choosing us as hosts to your vacation. We look forward to welcome you back. Kind regards,
1 out of 5
by A verified traveler

Horrible!

Posted Jun 27, 2017
We are a group of 8 that travel every year together. This is by far the worse hotel we have ever stayed in and will never recommend or return. Last year we went to Catalonia Royal Tulum and it was by far amazing! At Grand Oasis Tulum, we were all treated extremely poorly. Upon arrival, we were told all-inclusive wasn't included and that we had to pay for Wi-Fi and the safe inside the room. I purchased an all-inclusive package including Wi-Fi and the safe in ALL hotels is included. We had to do a long line of at least an hour every day to reserve a dinner reservation and most of the time when it was our turn to pick a restaurant there wasn't available seating for 8, in fact there was one restaurant we wanted to try and we were told that at no time during our stay we would be able to sit together at the same time and when we walked by this restaurant everyday there were available tables for more than 8 people. The buffet had another line every day and the staff was horrendous! We would ask for a fork and it would take 20 minutes to receive it, that’s one example. There wasn't any water or friendly faces while in the buffet at any time. In the mornings to receive a cup of coffee was exhausting! In overall the staff was never attentive at times we were even ignored. We never felt comfortable or welcomed.
Comment from Hotel Management
Jul 7, 2017 by Gerardo Bordoli, Hotel Management
Dear Guest, We are truly sorry you had an unpleasant experience during your vacations. We appreciate you taking the time to share your comments; this helps us to provide better services in the future. Hopefully you can give us another opportunity to welcome you again so we can enhance your perception of our hotel. Best regards,
4 out of 5
by Carlos

Posted Apr 24, 2017 on Hotels
Great Location
Comment from Hotel Management
May 19, 2017
Estimado Carlos, Muchas gracias por su comentario, espero haya tenido una muy buena experiencia. Lo esperamos pronto. Saludos cordiales Gerardo Bordoli
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 1, 2017
Cons: free internet
Beautiful pools and grounds. Some restaurants have great food and atmosphere, but about half do not. Don't expect internet. Have to pay through the nose for it. In a time where internet is free at every coffee shop, hotel, and airbnb, why should they milk this service?
Comment from Hotel Management
Mar 4, 2017 by Gerardo Bordoli, Hotel Management
Dear Guest, Thank you for share your experience at our hotel. We are happy to know you had a good time and enjoyed the food, Thank you for your comments on restaurants and Internet service. We took food very seriously at Oasis and it's great to read you really appreciate our options. . Once again we thank you for your comments and for take a moment of your day to share them. We hope we can see you back at the resort soon, for us it would be a pleasure. Best regards Gerardo Bordoli
1 out of 5
by richard

Still traumatized and out $1400

Posted Jan 27, 2017 on Hotels
*Buyer Beware *do Not book if non refundable * Not what's pictured at all. I won't even call this a stay I will call this an attempted stay and a loss of over $1400. We arrived at the hotel Tulum *lite on sat the 21st around 8pm we were tired from traveling our driver stoped us off after 1.45 min drive from the Cancun airport. Upon entering the lobby It was noticeably different than the photos of the Lobby online it looked more like a cafeteria. Than a hotel lobby. There was one person checking a large group of women in or changing their room it was not clear but they didn't have luggage so I'm assuming they had already been at their room and were attempting to trade. This took 56 mins exactly until we were seen. Then they informed me that the King room is not available but they have two fulls ...this is not what I booked and paid for. I told them this wouldn't work because there were three of us (my daughter co sleeps between us ) so I asked if we could upgrade he said yes and I paid $296 more to upgrade to Oasis grand. Once we got to the grand the rooms AC was broke the room smelled like cig smoke ( I'm allergic ) the sliding glass door didn't lock on a ground floor unit and the safe was broken which I paid an additional $20 to use !!! They had no other rooms at this point in in tears my daughter is starving and my husband is mad. I asked for a different room they said they didn't have any. We we're forced to leave. Worst experience ever ! I would go on but not allowed.
2 out of 5
by A verified traveler

Posted Jan 24, 2017
We thought the hotel was on the beach but it wasn't. We had to walk or get a ride to the beach carrying our towels and had to sign up for dinner and was refused on one restraunat because we were not the first there. It was our anniversary so that was a bummer.