Grand Oasis Riviera

I had high hopes for this place, especially after having to change my trip from Cuba for obvious reasons. We had already paid $3000 for Cuba, then the resort demanded another $2000. We felt trapped, paid, and rebooked assuming it would be worth the extra cost. Our room had serious air conditioning trouble, and on the second morning it was completely soaked. They repaired the AC, but a couple of days later the room next door flooded and ours got flooded too. Staff laundered our clothes and cleaned the room. For the whole trip we couldn't get a beach chair. There were very few chairs for a lot of guests, and people put towels or belongings on them overnight, holding them even when nobody sat there for hours. We asked staff to remove the things and were told they would, but they never did. We paid $5000 for a week and were told we couldn't use this beach, lie by that pool, or eat at that restaurant. At Reef Coco Beach Resort and Spa and the Ocho Rios Jamaica we had a wonderful time without these problems. If the resort calls itself all-inclusive, it should provide all-inclusive access. We paid $5000 for the week and expected those rights.

The best part for me was the setting. I enjoyed walking on the beach at sunrise each morning, and the atmosphere was excellent. The bar and restaurant service was okay, but the food was below expectations. I had hoped for more authentic Mexican food and didn't find it. We went to Grand Oasis Tulum Riviera from Feb 5th to Feb 9th 2026 for our 34th wedding anniversary. Before the trip, I called several times to ask about transportation and special arrangements. The people who answered acted as if they couldn't speak or understand English. The ride from the front gate to the main hotel was fine, nothing special. At check-in, we didn't get the Superior Beach front room we paid for. We were given a beachfront room, and the clerk said our booked room wouldn't be available until Sat 2/7/26. We'd have had to check out at 12pm and wait until 3pm for it. I chose to keep the room we had, and the clerk wasn't accommodating. The shower glass was covered in water spots, its hinges had corrosion, and there were unfilled holes in the wall where the glass seemed to have been moved. I cleaned it myself on the first day. The next day, room service didn't wipe down the shower glass or dining table. I tipped the attendant hoping for better service, but that didn't happen. The AC was loud, and I didn't report it because I didn't want another disappointment. From our balcony I could see concrete falling from the ceiling of the balcony next door.

EDIT: The hotel staff eventually helped us get chairs and worked with us to make the rest of the vacation as pleasant as possible. If you run into problems, work with management; it seems they'll do what they can to help with the remainder of your stay. Thanks to the staff who helped us. Original review follows. We tried to change resorts but couldn't make it work, so we made plans off the property for the time we had left. I can't recommend this place. There was plenty more wrong, but listing it all would make this a novel. For the price, I expected much more. It felt like a 3 star Cuba hotel charging the price of a 5 star Mexican hotel. Vegetarian options were scarce, and chunks of processed ham seemed to be in everything, even dishes labeled as if they had no meat. Drink supplies ran out every day. There was no bottled beer, only tap beer. Communication with staff was very difficult, even though I speak some basic Spanish. The report layout felt like a maze, and there weren't enough chairs. The loungers were all marked as reserved with nobody in them all morning, leaving nowhere to sit. The place also seemed badly understaffed. Waiting for drinks, orders, or even someone to take our order at bars and restaurants took ages. One lunch at the only restaurant open to the basic package took three hours, even though we were the only table. Drinks were forgotten for over 15 minutes without an obvious reason, and two people I assumed were managers, dressed in black, seemed to be chatting by the kitchen door instead of working. The whole thing was confusing. On our first day, ants were crawling all over the buffet table.

The photos don't quite capture how pretty this all-inclusive is. We liked the food and drinks, and the staff were so nice. It's one of my favorite all-inclusive stays so far and felt worth the price, which I thought was good. I'd recommend it to families and couples.