Where to begin....there's a Phase I and Phase II so do yourself a favor and demand Phase II...it's much cleaner and overall better. We started out in Phase I and after 2 days with kids running up & down the halls at all hours, disgusting shower, bugs in the room we got moved to Phase II. No A/C in this room for 6 days - they sent someone to look at it but all he did was climb a ladder and move some ceiling tiles around. We asked for a fan but were told they did not have any. OMG - July in Mexico with no A/C - I almost went and slept on a chair by the pool. Food was not good, drinks were watered down, customer service was non-existent and to top if off we both got Montezuma's Revenge (even tho' we drank only bottled water). We even upgraded our wristbands for $18/PP per day for the last 2 days to see if the food at the Grand Oasis was any better....the only restaurant we could get into was Cocoa (seafood restaurant). Food was decent there but the last night I decided to splurge and get lobster (an addl. upcharge of $28). They brought me two 3-4" tails that were tough (worse lobster I've ever had) plus when the waiter first told us the upcharge it was $20 but then when we paid it went up to $28. BIG RIP-OFF! I wouldn't bother upgrading wristbands - their restaurants are either closed or you can't get a resv. at the "good" Mexican rest. A few good things about Cancun: the Bar hopping tour was a blast - great service by the guide (he brings you your drinks) and Coco Bongo is the BEST bar ever....fabulous show. Also, see Eddie on the beach for a great catamaran tour over to Isla Mujeres (includes snorkeling, shopping and a spinnaker ride). Hope this helps someone from going thru what we just went thru. Pay the extra $ and go somewhere decent!!!!!!!

I don't even know where to begin. We go to the hotel late and when they gave us KEYS to the room I know something was wrong. As soon as we got to the rooms, we were shocked. The floor was dirty, there were roaches crawling all over the place, it smelled really bad and the bathroom floor wasn't even tiled. The ceiling were stained from a previous leak and there were holes. We went to the front desk to complain and get another room and the guy in back us had his camera stolen. When we got new rooms, they were the same as the earlie room we got. DIRTY, SMELLS, and yellow pillows (must have been white at one point). They gave us a third room which was less than habitable but better than the ones given previously. Since they didn't not have other rooms on the floor available, 4 of us had to share the room. We called for towels but never received them. The food was gross and the sports bar stopped serving alcohol and didn't even have bottled water. The following day we were told that we would get a room at the Grand Oasis only to be turn back because they didn't have a room to show us. The staff, especially at the front desk are very unprofessional and rude. They don't care about their guest and will not make things right. After one night we checked out and went to Riveria Maya Occidental Xcaret. I recommed that resort as well as the Omni hotel next to Oasis. The only good thing about the oasis is their exterior.

BEWARE of OASIS..this place is a nightmare. Too bad trip advisor does not allow a ZERO rating

We read all the reviews before we went and were a little nervous. The ONLY bad part about our trip was the beach and we were expecting it. When we arrived we were checked right in and very quickly. Unfortunately only 1 of our 2 rooms was ready (the other wouldn't be ready for 1/2 hour) but that wasn't a big deal. They tried to set up the 90 minute talk in the morning and we said no thank you and were never bothered again. Our rooms had great a/c, plenty of towels every day and good maid service. Every day the bed was made up decoratively. The pool was spotless and the entertainment staff was great. The food was very good and we never got sick. I'm a transplant recipient with a very low immune system so if there were any issues I would have gotten sick and I never did. The restaurant staff were always right there to refill your glass or remove your plate. We never had an issue at the bar, Lines moved very quickly, even at the pool bar. For what we paid, I thought it was wonderful. I'm wondering what building those who had issues stayed in. We were in Phase II on the 5th floor. Never had a noise issue. We were way down at the end. Also wondering who others booked with. We were with Apple and everything went so smoothly.

We booked this hotel at the 70% off rate just to get out of NYC for the weekend. I'm still trying to decide if it was worht it or not EVEN at 70% off.
The rooms are just ok, nothing fancy - big plus...comfortable beds.
Our room was cleaned, it was ready on time, no lines to check in, decent balcony, spacious enough, decent bathroom (nothing fancy)....
However, the people at this resort are quite possibly from every trailor park across the United States. I've never seen so many fat tatooed people in one place in my whole life. I would never bring children to this resort. The food is a new level of terrible. The lines for the buffetts are always 15-20 minutes long no matter what time of day you are trying to eat. The pool smells like urine, probably because everyone is using it as a toilet. The liqour that is included in the all-inclusive package is so watered down that it takes you about 10 drinks to even get a head change.
Suggestions - pay a little more and stay at a nicer hotel down the strip or if you want to get away from the trailor trash...stay in Playa del Carmen or Riviera Maya.