Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Reflects recent average nightly prices reported by our partners, and may not include estimated taxes or fees. Price at checkout may differ.
Cheaper
Average
Higher
About
4.0
#1 of 1 all-inclusive in Aventuras Akumal
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
In the Riviera Maya, this all-inclusive hotel offers a retreat from urban hustle with luxurious facilities and elegant comfort. Suitable for families, couples, and friends, it provides a variety of activities and a connection to nature. The property features a wide beach and is conveniently located near ecological parks, cenotes, golf courses, and the archaeological site of Tulum, set in a majestic environment.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Business
Romantic
Languages Spoken
Spanish
Location
Carretera Federal Km 252, Aventuras Akumal, Tulum 77780 Mexico
This summary was created by AI, based on recent reviews.
Powered by AI
The Grand Oasis Tulum Riviera has received mixed reviews, with its cleanliness and room conditions being points of contention for guests. While some report satisfaction with the general cleanliness, others have had issues with towels and upkeep. The hotel's atmosphere varies, with live entertainment and friendly vibes in some parts, but also areas cited as needing repair.
Service quality fluctuates, with some staff members being commended for their helpfulness, whilst others are perceived as unresponsive. As for amenities, the beach access is a highlight, yet some guests are disappointed by the maintenance and cleanliness of the rooms.
Atmosphere
Inconsistent
Rooms
Neglected
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Mixed
Was this helpful?
Tripadvisor is not responsible for this summary or the opinions in it. For more information, please read the traveller reviews and learn more about how the site works.
306Reviews11Q+A26Room tips
Traveller rating
157
49
28
18
55
Time of year
Traveller type
Language
Selected filters
Filter
English
Sort by:
Detailed Reviews
These reviews are machine translated from their original language. Show machine translations?
We were sent to a hostel for being in the day of the hurricane, we are very grateful because they cared about us and our children but the day it was all over instead of returning us to the Tulum hotel that was the one we paid for and where I already had my transfer paid to Tulum airport, they did not care and the 100 families they moved left us lying in the hotel in Cancun that is much lower level, more uncomfortable and that has no family atmosphere. We begged them to help us move because the next day we had our return to Tulum airport and reception supervisor Guadalupe Gomez told us that if we didn’t like it we would complain wherever we wanted but that he didn’t plan to help us. We ended up paying $4000 pesos more for the transfer and $10,000 more for another hotel, we moved to the Hard Rock where we were immediately assigned a very comfortable room with no water seepage. I do not recommend going to any Oasis as their owners do not really care about the safety of their guests.
Read more
Review collected in partnership with this hotel
Automatically translated
Date of stay: June 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Thank you for an absolutely amazing vacation. The food, the drinks, the people, the accommodations, and the beach were all amazing. Best buffet food I've had from almost any place I've stayed in the last 15 years. The drinks (treat yourself to a passionfruit margarita) were so varied and delicious. Our room was always cleaned, with lots of clean towels when we asked for them (we reuse our towels and sheets most days) and our air conditioner worked great. Amazing soft sand beach with beautiful snorkeling right in front of the resort.
Most of all, the service and the people who work at this resort are so kind and helpful. Any questions we had were always answered, they were very friendly and kind, and always helpful when we needed them. Thank you Grand Oasis for saving our trip and making our stay so very special!
P.S. Beware the Caoti's, they look cute, but they will steal your burger!
Read more
Date of stay: January 2024
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Otro at Grand Oasis Tulum Riviera
Responded Jan 29, 2024
Dear guest, We are pleased your stay with us has motivated you to share such a great review about our hotel. We are delighted that you had an excellent experience with us and that you have been able to enjoy our great variety of restaurants, which have worldwide recognition, as well as, entertainment, facilities in general and the service by our excellent work team. Our main goal is to make our guests feel at home in the Mexican paradise. We hope to have the honor of welcoming you once again in the future. Cordially, Ricardo de la Paz, Director Grand Oasis Tulum Riviera.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
If what you want is to spend a moment of relaxation, the Grand Oasis Tulum is for you.
Excellent attention from the animators: Leticia and Gustavo. My congratulations to Lety for her excellent attitude, it is clear that she likes her work and reflects it every day in each activity. She taught me how to weave a bracelet, we played bingo and did aqua aerobics. Gustavo is also a very happy boy, he taught me how to perform an "eye of god", we played giant jenga and he gave us a great aquatic zumba class with a relaxation exercise.
At the pool bar we were served by Linbert, an excellent mixologist who prepares very tasty drinks with an excellent attitude.
The attention of the waiters in general was good. The food in general very good. Except the breakfast buffet which I found repetitive. The little rolls called chocolatines were delicious, they were my favorites.
Very good mariachi show in El Sarape by the Mariachi Femenil Estrellas del Caribe
Areas of opportunity and improvement: -They should provide headset microphones for entertainment kids since in outdoor activities (like in the pool) they have to raise their voices and hurt their throats.
-Music was needed to set the mood at the pool bar or some snacks (peanuts, popcorn, fried foods) to accompany the drinks.
-There was a lot of sargassum on the beach which made it look dirty and unkempt. It would be great if they invested in machinery to clean the beach since the cleaning staff can't keep up with the rake and bags. It's a lot of friction.
-It is unpleasant that when you finish checking in you are approached by staff from the Oasis chain to harass you and try to sell you the membership. It seems like they are "hunting" you.
-The ladies' restroom in "La Placita" never had soap to wash your hands.
-I didn't like the taste of grilled cheese.
Overall it was a good stay.
Read more
Date of stay: May 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We’re staying at the hotel right now and it’s been a frustrating experience. The sad part is that the place has so much potential, on a nice stretch of beach where beachgoers are protected from rough surf by a wall of coral that creates pleasantly calm waters for wading.
The staff at the hotel needs training. They love to say “no,” which in the Cancun/Riviera Maya region is strange given the unusually good service. These guys didn’t get the memo. Can I have two towels for my kids, no, we only give one towel per person, so they need to come get them. At the bar, can you have a mimosa, no, please ask your waitress says the guy who will literally pour it for you. Can I get a mixed drink? No, we have no ice cause the machine broke.
At the pool we had a ridiculous incident with the lifeguard who had been nowhere to be found until he decided to show up to tell us you can’t have food by the pool when all day every little kid has been eating around it and there’s stacks of plates and cups wherever the eye can see. When we refused to get out of the water at his command, he decided to call security who told us we’d get our wristbands cut and kicked out of the hotel. What? Over a couple of fries on plate by the pool?
At the Sarape restaurant, we waited for about 15 minutes after being seated and no one showed up to wait on our table. We had to go find someone.
The bathrooms in the rooms are dated and instead of reglazing the tubs, some genius decided it would be a good idea to paint them.
They are unable to accommodate a late check-out, even though we have two rooms and we asked to late check out of one of them.
I can keep going…The price is on the low side if you’re willing to deal with the bad service, the edgy staff and the multiple mini frustrations. It’s too bad because it could be so much better with a little management intervention and training. This is the first time I can’t wait to get out of a hotel resort in the Cancun/Riviera Maya area and go home. I’ve had enough of these guys.
The buffet can at times have limited options. This can be a challenge for parents with picky eaters (who don’t want asian inspired plates and seafood for dinner, for example).
Oh yes, this was brought up to management. They were very nice and also ineffective.
Read more
Date of stay: March 2024Trip type: Travelled with family
Room Tip:Find somewhere else. This is really not worth it!
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Otro at Grand Oasis Tulum Riviera
Responded Apr 1, 2024
Dear Alberto, Allow us the opportunity to express sincere gratitude for the time invested to share your getaway whilst staying with us We are truly sorry for the inconveniences you had during your recent stay, that is not the kind of service we are used to providing to our guests. Our main objective has always been to provide our guests with an atmosphere of unparalleled luxury and tranquility, making them feel at home. We sincerely regret not having achieved this objective on this occasion. Your comments are very important to us, as they are our main improvement tool. We reiterate again our apologies and we hope you give us the opportunity to welcome you again so you can enjoy the changes we are constantly implementing. Cordially, Ricardo de la Paz, Director of Grand Oasis Tulum Riviera.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Staff was unfriendly, Both rooms were full of mold and you can smell it. One of the rooms the bath/shower floor was falling through and the nozzle was broken and spraying water all over the bathroom. It took a lot of complaining to get a new room. Alcohol was not served until 11 and it was watered down. Water bottles or anything in fridge was charged to your room after you have utilized what was in there. Water leaks throughout the buildings causing slippery areas. The staff at the spa double booked my spa appointment so I requested a refund. The spa manager said that it was already charged to the room and will request a credit before we left resort. Then at check out they would not issue a refund and tried to charge $174 for services not rendered. Then they would not give us a receipt to exit resort until we paid for something not rendered. Kept us hostage at the resort! The manager at the spa was not in house the day of us flying out. The resort almost made us miss our flight because we would not pay the spa fee in which they overbooked. Place stated that they had 7 restaurants available and only 1 or 2 opened at anytime with the same food. Cleanliness was not key for this place. I will NEVER Recommend this resort or any of the facilities related to this one. It looks like they were trying to reopen after a fire and was not ready to open with the lack of staff and many issues with building/rooms. All Inclusive is not correct when the charge for water bottles or soda in fridge in rooms.
Read more
Date of stay: November 2023Trip type: Travelled with family
Room Tip:AVOID this resort at all costs!
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Otro at Grand Oasis Tulum Riviera
Responded Nov 16, 2023
Dear Colleen, Thank you for taking the time to share your comments with us. We sincerely apologize for the inconvenience he experienced during your stay at our hotel. We inform you that our collaborators are trained and committed to helping and satisfying all the needs of our guests. Thank you for letting us know the inconveniences you had so we could take the necessary actions. Please be assured that we will take steps to improve areas requiring attention to ensure that any reported issues are resolved in a timely and efficient manner. We greatly appreciate your comments as they are our first improvement tool. You can send us your problems through our official channels and we will be happy to follow up. We are thankful for your patience and understanding. Cordially, Ricardo de la Paz, Director Grand Oasis Tulum Riviera.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We booked through Air Canada Vacations and were surprised that they would put their name on such a terrible facility. Our first three rooms were extremely mouldy which is a huge health concern. After almost four hours of getting the runaround from the manager, we were finally shown a more expensive room on the Si’an Kaan side which we took and paid extra for because there was no other choice and it was too late to go anywhere else. The expensive room had a pretty beachfront patio but it was sandy and never swept in 7 days . The inside of the room smelled like sewage, the air conditioner dripped water all over the floor, the dirty standing water in the jacuzzi tub was never cleaned, the bathroom floor was filthy. We left daily tips for the cleaning staff, asking and hoping for our room the be cleaned and enough towels to be left for us but we were disappointed. Two stars because most staff members were friendly and the drinks were very good. You definitely need beach shoes because the beach and water are rocky. This might have been a 4 star hotel at some point in time but definitely not now.
Read more
Date of stay: January 2024Trip type: Travelled as a couple
Room Tip:Consider taking private shuttle from the airport because the large bus took three hours after...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Otro at Grand Oasis Tulum Riviera
Responded Jan 19, 2024
Dear Rita, Thank you very much in advance for your preference and for sharing your experience with us about your recent vacation at our hotel. Our main objective is to surround our guests with an atmosphere of unparalleled luxury and tranquility, we are truly sorry that our efforts have not achieved this objective on this occasion. Following up on the service provided by our staff, please know that we channel your comments to the corresponding area for appropriate follow-up. Regarding your room, we are very sorry for the inconveniences presented, in this type of situation it is important to make a report with our Oasis Plus area to be able to provide adequate and immediate follow-up with the areas involved so that your experience is to your complete satisfaction. We are very sorry that our facilities have not met your expectations, our staff works hard to keep our hotel impeccable and in the best condition, however, we will share your feedback to be able to provide a prompt solution to these details. All your comments are very important to us, as they are our main improvement tool. We once again reiterate our sincere apologies for the inconvenience you experienced and we hope that you can give us another opportunity to welcome you again, with the aim of exceeding your expectations. Cordially, Ricardo de la Paz, Director Grand Oasis Tulum Riviera.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I don't know where to start, structure sold by Booking 5 stars? 3 stars are too many! Old structure, zero maintenance, rooms with beds that at the slightest movement, you only hear squeaking, not to mention the bathroom, water pressure at minimum, taps almost don't stay in your hand, cleanliness, at minimum, almost zero, reception service poor, in fact they pretend to solve your problem (to simplify the matter, "they take the piss out of you...") beach services impossible to find sunbeds or umbrellas, structure with 1000 guests? 20 sunbeds, and I add, broken sunbeds, poorly maintained! The only discreet note is the food, nothing exceptional but there is worse out there! I will also attach photos if possible, to make everything credible! Luckily I only had 3 nights here! Avoid this dilapidated structure, from a horror film (pelicula de terror) oh I forgot, do you ask for info for an excursion? Zero commitment and advice, they don't care! Transfers from the property to Tulum or Akumal, taxi €30, minimum if that suits you, for 4 km - 20 km! Shuttles? Zero only for leaving the facility!
Read more
Date of stay: February 2024Trip type: Travelled with family
Room Tip:Tutto , evitare di venire qui
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our first day here and so far nothing is good. We checked in a little bit after midnight. The receptionist told us the only place we can get food is at Sports Bar. We went there, first we thought it was not open because no one in side. We pushed the door to go inside. The person working behind the counter wasn’t friendly. All the tables are filthy dirty. Foods crumbs dirty napkins are all over. Gross! We asked whats there to eat he told us only pizza. My son didn’t eat any because he thought the pizzas are dirty too even though he’s really hungry. He just eat snacks we brought from home. The room is old and smelly. It needs a lot of updates. We have been to the Caribbeans many times and this is the worst! The next morning i woke up and went to that Sports Bar again because it’s close to my room to get hot water. I was stunned to see the person behind the counter grabbed a dirty cup, she just rinsing it gently under the tab water without soup nor rubbing it. Then she put hot water and handed to me with stains still on the rims. Gross!🤮
Poor management. Dont stay here
Read more
Date of stay: January 2024
Value
Location
Service
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Otro at Grand Oasis Tulum Riviera
Responded Jan 5, 2024
Dear guest, In advance we want to thank you for sharing your experience through this medium, as well as your preference to spend your vacation at our resort. We also inform you that our staff is committed to helping you and meeting your needs. Thank you for letting us know about the issues you experienced so we can continue training our team to ensure good service and adhere to our customer service policies. Our priority is to ensure that each hotel space meets the highest standards of cleanliness and comfort. If anything did not live up to your expectations during your stay, we apologize. We would like to hear about your concerns from the first incident so that we have the opportunity to address them in detail and improve your experience with us. We are very sorry that this experience did not meet your expectations, we remain at your service for any questions or clarifications. Cordially, Ricardo de la Paz, Director of Grand Oasis Tulum Riviera.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I live in Cancun, at least 3 or 4 times a year I stay in hotels for a weekend to rest and enjoy. This time my family visited me and they wanted to go to an all-inclusive, we booked on time and this hotel was the best option in terms of cost, the truth is for $1000 or $2000 pesos more go to another hotel. Lack of friendliness at reception, I had an argument because before making the reservation my travel agent called the call center to verify that I could stay after check out, the response was that we could stay until 3 and arriving there they told us that it was impossible . The rooms were delivered super late, my parents' room was on the 3rd floor without an elevator, they are over 70 years old, we arrived at the room with suitcases and it was dirty, it was not ready and also the bathroom was disgusting, they made us go down again with suitcases and wait until 5:30 pm to give us the room. The whole weekend they struggled with the clogged bathroom, they did not have the courtesy to change our room even though we requested it. My room with my children was delivered at 4:30 and they brought me from 3, walking around every 30 minutes to see if there was any left. Despite recognizing that their call center gave us wrong information and based on that we booked, and that they cleaned our rooms very late and in poor condition, they did not care to respect the information they gave us and let us stay until 3. The beach is beautiful, the food is good, the attention of the waiters, bartender, cleaning is very good but I never return and I never recommend it.
Read more
Date of stay: November 2023
Value
Location
Service
Trip type: Travelled with family
Room Tip:No van a encontrar alimentos o bebidas después de las 11 de la noche
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Overall, an OK place. Picture of hotel beach front is misleading. Not even 1/4 of chairs available for hotel space, be prepared to sit on sand. Rooms look nice with comfortable bed and pillow but legs broken. No warm or hot water most times. Room cleanliness is OK. Mosquitos get in from weird shuttered door that hides plumbing. Glass bathroom door with a bit of frost on mid section-not shown in pics a d surprise if you are looking for some privacy in shower/toilet. Both room door and bathroom door don't close properly. Hotel needs maintenance. They charge for everything but environmental fee is a joke because not once do they maintain the beach, washed up weeds, random post bases sticking out etc. The paddleboards are extremely poor quality and unsafe - hard boards with no drain plugs so water is getting in weighing you down essentially sinking in the ocean and paddle are weak, warped, handles do not lock. Dont rely on watersports staff or lifeguard for safety, my friend helped the staff guy rescue a kayaker who fell out of the kayak and couldn't get back it...staff was not trying to go into deeper water and my friend paddled the kayak back after the person swam back with lifejacket on. Food is OK. Staff/service just OK. Pool cleanliness not great. Low quality alcohol and no service after 11pm. No entertainment really. No music. Great for snorkeling or just swimming with aquatic life but watershoes are a must. You're better off staying a few hundred feet further south on the same coast line at one of the Bahia Principe resorts for less money and better quality.
Read more
Date of stay: January 2024
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Oasis Hotels and Resorts, Otro at Grand Oasis Tulum Riviera
Responded Feb 6, 2024
Dear Margarett, Allow us the opportunity to express sincere gratitude for the time invested to share your getaway whilst staying with us. Your comments are very important to us, as they are our main improvement tool, we are sorry for the inconvenience you had with the room, rest assured we have passed this information to our maintenance department to avoid this happening again. It’s very important to make a report with our Oasis Plus area to follow up on your case as soon as possible. We reiterate once again our sincere apologies and we hope you give us the opportunity of welcoming you back shortly. Cordially, Ricardo de la Paz, Director of Grand Oasis Tulum Riviera.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Hello. They have an aults only section which is the Sian kaan or Sens Tulum. We did stay in this sectioin and there were no kids. However, most of the resort is kids friendly.
Thre is no bus stop next by. You might have to take a bus to Akumal and then a taxi from there.
For us this hotel is special because we stayed there many times before. It has a different vibe. Very low key, quiet and relaxing. Not a party resort at all.
We checked out November 13- 2023. The beach has sand out in a ways and then turns to rock. Hard to walk on about 2' deep. The hotel is under construction. Some rooms are really nice, some are really bad. We had 3 rooms in our group. 2 nice and ours was horrible. Smelled like sewage. They would not change us out. The food was mediocre at best. The pools were pretty dirty. The place is pretty run down. They double charged us for a massage and the only person who could fix it was nowhere to be found. Almost missed our flight arguing with them. They have the worst customer service. Could care less. I would recommend staying somewhere else. It just recently reopened in July, from what I gather. Not worth the money. Crooks to boot
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
Is This Your Tripadvisor Listing?
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
