Mal

Recepción, instalaciones y comida

View from the room; food; variety of restaurants and coffee shops.Beach front

renovation is required in some areas

buffet was good, the down part was being unable to make any reservations for the a la carte restaurants. They appeared to be empty however they where as per the staff, fully booked. the pools where really nice with good options for the snacking. staff appeared to be willing to help, but tipping is a big part of the interaction. Had some difficulty with one of the atm's in the hotel, but the concierge helped me to reach out to them. The issue was later solved through my bank. However bring cash with you, since these atm charge you a lot. For example to take around 50 usd you would pay a commission of 12 usd and a super bad conversion rate, losing in total around 18 usd.

There is a general feeling of paying for things at triple the price if you try to book anything extra, such as a trip or a car or buy a souvenir. The staff do not really explain to you the perks of staying there and appear to always be in a rush. The fact that its difficult to book a restaurant that is a la carte is really annoying, especially since you need to wake up at 8 am to even try, only to find out you did not make the cut. Passing by the restaurants, they seemed to be empty inside, but the answer was always that is fully booked. Taxi to airport is triple the price, souvenirs the same and everything besides the basic package is charged at an inflated rate. Cant escape the feeling of always being double crossed

Excelente

La estancia fue muy agradable en general empezando por el chico que nos hizo el chekin muy amable y atento

La verdad al ser un 5 estrellas esperaba algo mejor.

La limpieza deja mucho q desear, la habitación olía mal, el control del Tv no respondía, pelos en la ducha, las puertas de la habitación parecen entrada a una bodega. La comida fea.

Nos cambiaron a The Sens estuvo bonitas las instalaciones y algo positivo es que llegamos súper temprano 6 am e inmediatamente nos dieron un pase para tomar desayuno y hacer uso de todas las instalaciones hasta la hora de hacer nuestro check in

Casi todo los restaurantes son para reservar en un horario que no es accesible para el que está tomando tours durante el día, cuando llegábamos en la noche y queríamos reservar para el día siguiente nos decían que no, que las reservas sólo se podían hacer hasta las 5 de la tarde por lo cual los 7 días solo comimos en los dos únicos restaurantes de bufete que no necesitan reserva pero hay que hacer colas de 30 minutos aproximadamente

The property is located in a great location in the beach

The food and liquor was horrible. It was cheap and I was not happy. I made the reservation specifically because it was all inclusive and ended up going out to eat for every meal. A waste of money

Nothing

No shower curtains , Water flows out of your room to the hotel corridor . Room key deactivates every 6-8 Hrs Long lines for food Towels are limited in swimming pool area you have to fight for it :) Rude staff they are clueless on what they are doing . Took 3 hrs to check-in as only 2 staff working at counter .

La atención del personal de hotel ha mejorado mucho, desde mi llegada me dieron un excelente trato. Las instalaciones están agradables.

La calidad de la carne de res, en 2 restaurantes, me tocaron nervios en vez de carne.

Comida muy rica , buen trato , hotel limpio

Había mucha gente y no alcance reservaciones para la cena , el agua de las piscina fría

Todooooo

Todo excelente

The location is near ferry dock to Isla Mujeres. Dos Lunas Restaurant is good.

Staff behavior, hospitality, bad food options for vegetarian, event locations like belly dance, and others were in the lobby, creating noise till the room. They should have an auditorium or amphitheater . Terrace was never cleaned. The chairs in the terrace were so dirty and of no use.

They gave us an upgrade, we eat in all restaurants with reservations and went to the pirate ship, really funny experience…

The facilities

En realidad desde un inicio nos atendieron pésimo, cada persona con la que hablaba manejaba un discurso distinto. Reservé para el Gran oasis Palm, pero me enviaron a otro hotel de la misma Cadena hotelera, cuando pregunté las razones, una persona me dijo : que era por nuestras edades, otra debido a que el Gran Oasis Palm era más familia, otra persona alegó que las habitaciones son las pequeñas.. Después del mal sabor, logramos quedarnos en el hotel que reservamos pero la atención fue pésima.. Se suponía que el check in era a las 3:00 pero nos hicieron esperar más de media hora. Habían demasiadas personas en el hotel, en el área de cocteles de la piscina habían muchos niños, cuando se suponía que era un área para grandes .. Nunca pudimos reservar en un hotel, pues como habían demasiadas personas los cupos se terminaban . La atención del personal de lo último, tuteando al cliente y cuando uno preguntaba o reclamaba algo siempre ponían mala cara . La comida no estaba tan buena, para ingresar a los restaurantes era un fila aproximada de 15 a 20 min (demasiado ) además que existía un supuesto código de vestimenta que hasta que salí del hotel no lo entendí . Incluso me pareció la política de vestimenta hasta machista .. Es decir no te permitían ingresar con una blusa corta pero a los hombres les permitían ingresar con short de baño o ropa de piscina … La limpieza en los restaurantes pésima .. recuerdo que un niño tiró unos tallarines y hasta que salí ( 45 minutos ) nadie limpiaba el piso y pues mientras eso pasaba las personas pisaban la comida en el piso ( algo totalmente desagradable )

la playa, las habitaciones tenian aire acondicionado, wifi

que me indujeran a comprar una membresia y que me cobren impuestos en el check in, eso deberia estar incluido en su tarifa

Las instalaciones están limpias, puedes andar sin problema de una alberca a la otra puesto que está junto al otro hotel, igual en sus restaurantes e instalaciones.

El personal atiende de mala gana, sólo 2 meseros eran amables. Tuve una duda y me respondieron de forma grosera (un muchacho de limpieza en la alberca), los meseros casi que te regañan.

Just the view from the room.

There’s several elements in the visit or the stay in the resort that I would like to mention so you will be aware of it before you go.first and most importantly, the cleanness of the resort starting with the rooms I had two rooms. since we got our rooms the sheets were having marks on them. We asked several times for them to be changed and they didn’t. They changed it once throughout our visits after complaining to the front desk in person . Also, the cleanses of the beach area there is seaweed very small area to swim and the rest of it is seaweed. They don’t not clean regularly. I went down at 7 o’clock to the beach area , the cleaning staff did not clean from the previous day so you will see drinks food laying around towels, seaweed I even dog or human poop can’t really tell on the beach. It was scary for me to have my kids on the beach. Phone calls were not answered by Service desk I tried several times to reach room service to get the towels changed the drinks refilled, the shampoos too, but no one answered . These things should’ve been done and refilled regularly when they clean the rooms and they were not until we we go to front desk and complain . I do not think it is worth it to do an all inclusive in this resort, especially that the drinks are only fountain drinks. They’re all sugary and alcoholic we don’t drink alcohol, so we end up with only the sugary drinks. So, there was no fresh fruit drinks Food there are several restaurants be aware there is only two buffets with limited option. Most of the food there is Mexican. they will give you an app with all these restaurant to reserve but really you can’t reserve anything unless you go in person to the restaurant at a certain hour of the day stand in line get sunburn to reserve good quality foods at a good restaurant otherwise we’re stuck with two buffets low quality food. In the buffet very little selection . Some of these red are only for adults so we can’t take to our kids there.

Pros: Clean, multiple pools including kid friendly pools, beach access with hammocks. On site Jeski rentals. Overall, the hotel property was nice, and the staff were friendly for the most part. Affordable for families.

Cons: Rooms need some upgrade, but overall, it was clean, and beds were big. FOOD IS A BIG ISSUE!!!! Is like you are trying to hunt for food all day!!! I have been to many all-inclusive and food is really never an issue. Please read the fine prints because i just assumed room service was part of all-inclusive but this hotel does not offer Room Service and they do not let you take food back up to your room (which sucks, especially if you have kids). Food was an issue, we arrived at 4:00pm and there was nowhere to eat, everything was closed except for a small pizza & pasta place which you have to wait in the hot sun and make a huge line to get bad service and low-quality food. Apparently, they have like a 2 hour down time from 4-6PM, which I think is a terrible decision as most guest check-in by 3PM and after settling in want to grab a bite. In addition, they advertise all the restaurants they have; however, if you go with children, you can only really eat at three of the buffets (La Hacienda, Le Buffet, Las Palmas) because everything else is either "adult only" OR requires reservation; however, to make reservation you have to go "IN PERSON" at 4:00PM the day of to make reservations for dinner that night, and even then by the time we went everything was already booked each time because they prioritize timeshare holders, which was very disappointing, we had to speak to a supervisor and explain all of the issues and that was the only way we were squeezed into 1 restaurant 1 of the nights. ELEVATORS- OMG there is only one tiny elevator that doesn't fit more than 4 people at a time, in addition, it takes forever, and being how small it is when it does stop on your floor, it is usually full. We went with kids and had to go up and down the stairs with strollers (TERRIBLE). SERVICE- If you want drinks, you need to go to the bars, there is no one around taking drink or food orders.

Was just ok.

When we checked in we were put in an adjacent hotel called the Sens. A/C was poor. Food was ok - not great. Lots of lines. Housekeeping service was rather slow. Good thing we had a last minute discounted stay. Full price would have been very disappointing. Beach was very marginal. We took local transportation to use the much better public beaches which were very beautiful.

Great location,staff very kind....

Beautiful location, pools were awesome. There was a late night snack place open which was cool when they actually stocked the food ( which they stopped half way through so it was useless to go there after 1am even though it was open until 3am)

Check in was a hot mess and the check in/ check out people had poor customer service. I had to follow up on everything. We had booked with 5 people in our room but they would not let us have more then two bath towels in the the room. We had four fresh ones so we could shower after the pool ( on more then one occasion) and the maid actively took the two, leaving us only two for 5 people, we had to call to get towels every time we wanted to shower and sit and wait for them to be delivered (20 min) this happens each time we had our room cleaned. They had no record of our paid in full reservation, I showed them my paid in full receipt, they made me show them by bank account as proof as well we paid and then made me pay again, even after the bank account and receipt proof. They were slightly rude but very resistant to offer a refund for the second payment and when I pushed said yes it would be refunded if I really paid ( mind you after I showed them my receipt and my bank account showing the payment in full) they said when it was resolved they would refund the second payment. They did not, I had to follow up with them days later because they never let me know. then they refused to do the refund until I gave them back my signed receipt for the second payment, two days later mine you.

The view was beautiful

The room the food the drinks the services the staff was racist everything was a mess

Liked the meals in the buffet. The coffee bar was a nice touch before breakfast.

The specialty meals were a sham. You wait in line forever to find out you could get in. It should be first come, first served.

Location

Food wasn’t the best, there was a long wait to take the elevator, we were there a week and only one of them was working

They offered shows and live bands with good music. They have nice buildings and pools.

The food and desserts are low quality. In order to make a just the reservation for a “A la Carta Meal” you have to make a line of about an hour and that didn’t guarantee you will get a table. Therefore , you are forced to eat at low quality buffet. The internet doesn’t work. The AC broke for 2 days, and even after it was fixed building was hot. 1 elevator was broke the entire time. The shower tub did not drain. The hotel is very pretty, pools were clean, the beach is nice and it offers a some entertainment ; however ,the tasteless food and all the rules and restrictions do not meet the standards of a 5 star all inclusive hotel.

location

dirty, old, staff not polite

The pool area was extremely nice for kids, bell hop "Max" especially was very helpful, food was decent, needed to be warmer everything was lukewarm. Location right on beach with hammocks, had different varieties of shows. In walking distance of pharmacy and convenience store within 15 minutes

Had to call for room to be cleaned, and pick up dirty towels bathroom at times smelled of foul order like sewage from connecting room, tub didn't drain straight through each shower ( slow to drain)