Oasis Sens del Mar

Horror vacation! I stayed with my friends for 3 days at the Oasis Cancun Sens hotel and I honestly don't recommend it at all... it was a horrible experience. The room smelled musty, there weren't enough blankets, the TV didn't work, we had to keep calling to ask them to replace the towels, and the cleaning was awful! On our last day, when we were checking the room, we found toys lying under the bed that weren't ours. The mirrors in both the elevator and the hotel were all dirty, and the tables were filthy with leftover food and drinks from guests. The beach access was small and filthy, and there was no staff available to bring you anything like a true all-inclusive resort. You had to get up and ask (and the worst part was that there was very little variety in both drinks and food). You have to make a reservation to have dinner, and we couldn't get one any of the three nights we were there. When we booked through the app, they told us there were no tables available, and even though we booked 48 hours in advance, we only managed to get a table at one of the restaurants, which we had to pay for. The same thing happened with the airport transfer they offer; we booked it in advance, but they never replied to our email. We wanted to go for a drink the first night we arrived, and there was no one at the bar to serve us. We asked at reception and even the DJ, and no one could give us an answer. If you want ice cream, you have to choose between the two flavors they have left because they don't replenish them, unlike at breakfast where you get tired of asking for cold cuts or freshly squeezed juice and they never arrive. The hotel itself is fine, but the service and organization are terrible... a real shame. We asked to speak to the manager to tell him how dissatisfied we were and that we wanted to go to another hotel, but unfortunately, we didn't get any response. I will never set foot in that hotel again, and I certainly don't recommend it.

We are trying to get to the airport one hour earlier for our flight because we don't want to miss our flight back home. We are at the desk with Karla from Oasis Experience and she has a horrible attitude. She really shouldn't be working at any 4 star international hotel. She's rolling her eyes. She thought I didn't speak Spanish so she told her boss in Spanish that I yelled "gritar" at her. She said that it's my responsibility to come to the desk to change my return time for airport pick up. In Spanish she told her coworker, she needs to be responsible. It's a simple change of time to the airport and she's not willing to try to help. I asked to speak to her supervisor and waited for 10 min for Tamara to come. Karla told me that she doesn't work for this hotel so she doesn't care whether I paid $300/night and only had cold showers or scorching hot showers. I told her maintenance came for 2 hours yesterday to attempt to fix the shower but they said it's not possible because it's broken and that their boss will come tomorrow morning. For the past few days we have been taking cold showers because by the time my young kids have taken off our clothes and are inside the shower trying to figure out how to get warm water, it's too late to call maintenance. Karla said that when I arrived on Monday, the oasis experiences travel and excursion department sent me an email about the information. She showed me on her laptop and when I looked it up on my Whatsapp, it's in Spanish only. I told Tamara the manager when I spoke to her that Karla keeps mentioning that it's my responsibility to read the messages they sent on Whatsapp but I told her it's in Spanish and my Spanish isn't good enough to understand that. If they're communicating with people from the USA, I would think a bilingual email with English instructions would be helpful. I feel frustrated because we are asking them to switch the pick up time to the airport from 4pm to 3pm because we don't want to miss our flight on a Friday afternoon with a lot of traffic for our 7pm flight. I think what I expected was that Karla would say, “let me look into it and see what I can do for you.” Instead she said, “we can't change that it's too late” without even looking at the computer or trying to see if she could help. It's disappointing that they are not willing to try to help for the client to have a more positive experience. I told Tamara that if we leave at 4pm, if she can guarantee that we won't miss our 7pm flight, then sure we can leave at 4pm. But if we miss our flight, will she pay for an extra night at Cancun as well as the fees to reschedule our flight? We don't want to miss our flight and would be more comfortable leaving at 3 or 3:30 and I asked Tamara if she could check to transport the 4 of us. When we came from the airport, we were in a van for 16 people but it was only the 4 of us. I spent 45 minutes speaking to them and it's added to the negative experience I've had at this hotel. I would never come stay at this hotel and actually when I mentioned to my family of 11 (we came to Cancun for a family reunion) that we can return to Cancun when the kids are older so we can do excursions like xplor, they said, “let's go elsewhere.” I agree with them, staying at grand oasis palm/sens has been disappointing. What I would like to see is for the staff to be more friendly and helpful instead of rolling their eyes or accusing their clients for not reading a Spanish message. They just Whatsapp me and changed it to 3pm. We were planning to get a taxi or Uber to the airport. Honestly, it's not worth the stress. I wish Cancun grand Oasis palm/sens would have better service. 50% of their staff seems unhappy. It may be because they're overworked or understaffed. I'm not sure. We paid about $270 per night and maybe our funds aren't trickling down? We expected more for $270 a night but we're disappointed. I hope they can provide additional training for their staff so that the overall experience can be more aligned with a 4 star international hotel all inclusive.