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Cancun & Cozumel Hotel, Resort & Villa Reviews Reviews
Oasis Cancun
01/15/2005
Reviewers Rating:  Fair
I am writing this review to reflect my horrible vacation from Cancun this X'mas. We booked our vacation through Sunwing Vacation. We flew there with Jetsgo and stayed at Oasis Caun. We were to celebrate my parent's 30th anniversary there and it truly is an experience from hell....
Flight to Cancun
======================
We departed on December 25th with Jetsgo. The plane was delayed for 3
to 4 hours. We were moved to 4 different gates at the airport because the
airline could not figure out a gate that can board their passengers. We spent X'mas
day walking around the airport. There was no apology from the staff at
Jetsgo. Instead, they told us that this is normal and we should just sit tight
and wait.
At the courtesy from Sunwing, Jetsgo served us food on the flight. It's a freezing cold piece of chicken that certainlly did not make us full after waiting at the airport all day.
Finally, we arrived at Cancun at almost 11 pm. We missed our x'mas
dinner at the hotel. All the restaurants were closed except for a snack bar. So, we were forced to eat burgers and fries for x'mas at a snack bar.
Filthy Hotel Room
==================
When we finally got to our room, the hotel room was filthy. There was
no air conditioning. The room smelled with dirt and grass on the floor. The
toilet did not flush. The TV did not work. The phone did not work. It was so riduculous that they put a phone on the table. However, the phone is not plugged in... and there is no cable to plug it in. They also put a TV on the counter unplugged. If you plug it in, you will get static...Even the remote control for the non-functional tv is broken, falling apart and held together by tapes. Everything was filthy in the room.
The next day, we went to the front desk, demanding a change of room.
They told us that there was no vacancy and promised that they would change it the
next day.
The next day, we went back. Again, they refused to change the room for
us because there was no vacancy. The staff were rude and uncooperative. One of the guys even pretended to be a manager even though he was not! We persisted our compalint, and they
finally agreed to move us. We went back to our room, got all the lugguges ourselves. We walked down two floors all the way to the other side of the hotel building. The room turned out to have ONE king size bed for the three of us who are staying in there.
So, we went back to the front desk, argued with them again. After about 10 mins of explanations, they finally figured out what we wanted. They gave us another key to another room. There was no apology.
So, we went back to the room, took our luggages. We walked the stairs up one floor and walked back to the other end of the building again. This time, we got an ocean view room with 2 double beds. That night, we found that the air-conditioning leaked. We had water all over the floor and we had to turn off the air conditioning.
I spent half of my time for the first three days to get a good room to stay in. The staff were not helpful at all. They are rude and has no idea what they are doing. In the end, I got a leaky room. I got so tired of it that I just decided to give up 'cuz I do not want to argue with the staff again.
No service from Sunwing Agent
=============================
During all this, the Sunwing agent was no where to be found. He was
supposed to meet us at the hotel the day after we arrived. He was not there and
no one knew where he was. He did not provide us with any assistance. I found
him on the last day in order to get information about the flight back to
Toronto. He gave us wrong information about where and when the bus would be picking
us up to go to the airport. We almost missed our bus because of this.
General Appearance in the Hotel
====================
The lobby and the public facilities are absolutely beautiful at the hotel. However, when you look closer, the hotel is really falling apart. There are holes everywhere. All the rooms leak in one way or another. You constantly see staff trying to sweep water out of flooded hotel rooms. The elevator is at the end of its life. I am constantly afraid that it may fall out of a cable when I ride it. The elevator jerks so much when it starts up that it hurts your back.
Services by Hotel Staff
==============
Service was absolutely horrible. They are slow. If you order a drink from a restaurant, it takes 30 min before they will deliver it. It's better to go get it yourself. A couple of times, a restaurant host will tell me that there is no space left at the resturant while you can clearly see that they have empty tables. They would tell you to go to another restaurant. If you persist and tell them you would wait, they would give you a table within 10 minutes. I don't know why they do this... never understood it.
Food
====
The food is absolutely horrible. You don't want to eat or smell it after spending 2 days eating the food. The food is also dirty. By the 4th day, my entire family was sick from food poisoning. We vomitted and had diarrhea. We only ate at the hotel and we only drank bottled water plus their drinks there.
Threatened by Jetsgo Representative at Cancun Airport
=====================================================
While at the airport, waiting to get to the check-in counter,we had a dispute with the Jetsgo representative. We complained over the way he handled the lineups. He yelled at us, and told us to shut up. He exhibited very aggressive body language. As we persisted the complain, he threatened us by telling our group that we are not allowed to board the plane. He denied us from boarding because we questioned the way he worked, not because we were a threat to other passengers.
He also demanded our names and threatened that we would be black-listed
by Jetsgo, and would never be allowed to fly with the airline again. (Not that I really want to...)
Consequently, our group was isolated, fenced off by the railings, forming our own line. All the people behind us were allowed to go to the counter to checkin. None of the other staff at the airport would allow us to check in because they are all taking order from this representative. No one would assist us to find a supervisor. We were not able to check in until an agent from
Sunwing interfered, urging us to go to the counter regardless.
The Flight Back
==========
I was hoping my flight back would be uneventful. There was no water in the washroom to wash our hands because it was broken. We had to use hand sanitizer. They didn't have any hot water, so consequently, we had no tea or coffee. They served us the icy cold chicken again and was kind enough to include one glass of water with it. When we asked for a second glass, we were told that we had to order from the menu and pay. (Unbelievable)
I have paid the premium price to have a vacation to celebrate my parent'sanniversary during x'mas. I expected good service and be treated with respect. Instead, we got poor service by the airline, the hotel and your staff at Cancun. We truly had an experience from hell. I am writing this review to hope that this does not happen to anyone again.
Samantha
Oasis Cancun
Hotel Details |
Book Hotel |
Book With Air
- This hotel’s beachfront buildings sit between the Caribbean Sea and Nichupté Lagoon, in the center of the lively hotel zone.
- Brightly colored guestrooms offer private terraces with views of the garden, lagoon, or ocean.
- The hotel offers 650 yards of beach, a large pool with three swim-up bars, tennis courts, and nine holes of golf.
- Guests can choose from an All Inclusive Plan or a European Plan (no meals); see room section for details.
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