Grand Oasis Cancun

This resort was a complete disappointment and nowhere near worth the price. It advertises itself as an all-inclusive resort, but that is extremely misleading. Only three restaurants were included, multiple bars were closed throughout our stay, and nearly every non-buffet restaurant required an additional fee. There is absolutely no value in paying for upgrades because reservations are nearly impossible to get through the app. The resort appears to prioritize locals purchasing day passes over paying guests.

The rooms are old, outdated, and poorly maintained. The mini bar consisted of two low-quality beers and bottled water. In one room, the bathroom flooded every single day because the drain never worked properly. Despite repeatedly being told it had been repaired, it continued to flood daily. I have videos documenting the flooding each day, along with videos of staff assuring me it was fixed when it clearly was not.

The second room had a loose faucet, a broken shower/tub fixture, a bathtub that had been poorly reglazed, and mold in the bathroom. The third room's air conditioner barely worked, blowing only slightly cool air through an ancient dial-controlled unit. Overall, the accommodations are severely outdated and in desperate need of renovation.

Even basic housekeeping fell short. The only apparent "all-inclusive" benefit was extra bottled water, which I often had to retrieve myself because it was never delivered to the room as promised.

The food was bland, and we chose to eat off the property most days. Even worse, the main buffet had roaches crawling on the food. I have video evidence of this, including a young boy alerting his mother about the roaches. An employee simply picked one up with her bare hands and walked away while the food remained available to guests. It was absolutely disgusting and completely unacceptable.

The reservation app is essentially useless. It acknowledges requests but rarely confirms reservations, making it impossible to enjoy the restaurants you are supposedly paying for. The resort's website is also misleading. It advertises amenities that either don't exist or are unavailable. There is no casino, despite the website suggesting otherwise, and all of the bars close at 11:00 p.m.

The bell staff was particularly disappointing. One employee was openly dishonest, and I have video evidence showing what he initially told me versus what he later told his supervisor in Spanish. Unfortunately for him, I am fluent in Spanish. When I confronted him and informed him I had recorded the entire interaction, he immediately walked away because he knew he had been caught lying. Experiences like this reflect a serious lack of integrity among some members of the staff.

To be fair, approximately 80% of the employees we encountered were pleasant, professional, and hardworking. Unfortunately, the remaining 20%—those who were rude, dishonest, and unhelpful—completely overshadowed the positive experiences and ruined what should have been an enjoyable vacation.

I would not recommend this resort to anyone. Between the misleading advertising, poor maintenance, unsanitary food conditions, lack of amenities, and dishonest staff, this property simply does not deliver the experience it promises.

Fantastic chef at la cantena,Ignacio Fernandez & chef Frederico Islas Marin, such a friendly professional chef ,food is so good ,my husband had his freshly made omelettes everyday , myself and children also had fresh eggs cooked everyday ,great experience,all staff ,place so clean ,a very pleasant time in our 12 night stay here. Highly recommend!