Oasis Palm Hotel

I’m writing this on my last day, still hoping the trip might improve, but the customer service attitude somehow made it worse. Overall, the resort didn’t meet any of my expectations. I spent what felt like almost a day and a half of vacation trying to sort things out with staff, who were often rude and dismissive. Some workers were genuinely helpful, but the unhelpful ones far outnumbered them. I feel like a resort should at least keep its facilities working, and make adjustments when it can’t. We arrived to find out that six of the nine restaurants weren’t included in all-inclusive unless you had the “sens” package, leaving us access to only three. Our first room didn’t have the bed we’d requested online. When we asked, staff said they could choose the bed based on availability. They did move us, but we had to check out by 11 a.m. and wait until after 3 p.m. for the next room. Both reception visits involved slow lines, and we didn’t get into the new room until around 4:30 or 5 p.m., so much of the day was gone. The new room’s AC didn’t work, and it was right beside the port where party boats docked. They played music so loudly until 1 a.m. that the windows shook and we couldn’t sleep. We asked to move again. There were no king beds, so we got two twins, but at least it was quieter and the AC worked. The bathroom light only worked about 40 percent of the time, and the safe died after the first night. Customer service sent us to reception, where we waited another hour before someone called maintenance to meet us in the room and fix the safe. More vacation time lost. This resort mostly seemed to have local guests, with upwards of 90 percent of the guests Mexican. That wouldn’t matter if locals weren’t hostile toward tourists. I lost count of how often I was waiting in line and someone local stepped in front and got served first. If it had happened once, I wouldn’t mention it, but it was common at bars and restaurants. This was the worst vacation I’ve had in years, and I wouldn’t recommend the place to anyone from outside Mexico.

The service was what made our first visit to Grand Oasis Palm in Cancún so special. We traveled with a 1-year-old and asked the café for warm milk several times a day, even though it wasn’t on the menu. They always made it with a smile and never acted as if it were a bother. Housekeeping cleaned our room thoroughly every day and kept shared areas spotless, at a level of care we haven’t experienced in the United States. We loved the beach, where the water was calm and great for little kids. There are several pools, a fun children’s area, indoor and outdoor activities, shows each night, and special events. There was something to do for every age. Having a lot of restaurants and a café included made meals easy throughout the day. Some visitors from the US might expect a washer and dryer, and the property isn’t brand new or ultra-luxurious. For us, the staff’s warmth, effort, and work ethic more than made up for that. The value and experience were much better than similar places we’ve used in the US. This was our first time in Mexico, and it changed how we saw the country and its people. Most people we met were kind, polite, and warm, and clearly enjoyed music, dancing, and making sure visitors had a good time. Traditional media often focuses on negative stories, which is unfortunate, because the everyday hospitality and humanity we found in Cancún deserve more recognition. Our stay was the best all-inclusive experience we’ve had so far, and we’d happily return and recommend Grand Oasis Palm to other families. We left with wonderful memories and a new appreciation for Mexican hospitality.

The beach was the one good thing here. The room was basically four walls and a bed, nothing like the photos. The toilet wouldn’t flush for our first day, and we had no hot water that day either. The floors were dirty, and half the lights and outlets didn’t work. We had to call repeatedly to get housekeeping, and when we asked where the restaurants were, staff seemed annoyed that we’d asked. We requested another room and were turned down. I strongly do not recommend this place, and I won’t be back.

I didn’t come expecting luxury, just the basics needed to enjoy a vacation, but this was a horrible experience. The building being old and in need of renovation didn’t bother me. What did was that the same food was served every day, with nothing changing. The only thing I enjoyed was the fruit. There were very few water beds around the pool, so guests came down at 8 a.m. to reserve them with towels or belongings. After 9, they were all taken. The beds were left out overnight without cleaning, so even if you got one, it was dirty in the morning. On day two I woke with severe food poisoning that lasted five days. I can’t say what caused it, possibly salmonella or norovirus. I don’t usually get food poisoning, and I often eat street food in places including downtown Cancun and Mexico City. When I told Customer Service, instead of apologizing they said I could see the resort doctor, but I’d have to pay. What an attitude. The pool was always dirty, with lots of garbage in it. I don’t think the water was treated or cleaned, maybe once a month or so. Cups were rinsed with questionable water and sanitizer before drinks were poured, then not dried properly, so my tequila seemed to have sanitizer in it. There’s ice cream at the à la carte restaurants for dinner, but not at the buffets. Bathrooms aren’t available throughout the grounds, so you have to go inside the hotel to find one. They advertise lots of à la carte restaurants, but most are only accessible to the neighboring resort. This hotel has three, and Maki Taco is the only one worth trying. The others are less than mediocre.