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Review by Miriam B.4 years ago
checked in 10-28-2016 to celebrate our Anniversary Reservation was made for the sian ka'an room (upgrade). Went up stair to the room.. no balcony no pool no Jacuzzi. We went back to concierge to see what happen with our UPGRADE they said come back tomorrow at 3pm and they will switch our room. Went the next day @ 3pm room wasn't ready waited another 30mins finally Ms Miourey came to help us. We was given our upgrade room key went upstairs and their was a couple In our room having a glass of wine.. They GAVE US A ROOM THAT WAS ALREADY GIVEN TO ANOTHER COUPLE. went back to concierge for an explanation. The girl with the scarf (forgot her name ) Brushed me off and told the guy in Spanish she didn't care .. Mind you.. I speak Spanish.. WORST EXPERIENCE EVER... We travel at least 4 times a year and I've have never in my life experienced this type of customer service. I will travel to Cancun again but I will definitely stay some where else. It's funny we spent so much time in the concierge office we met 5 couples that was experiencing the same situation with the up graded room.. People should never be treated this way.. SAD
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Review by B S.6 years ago
ABSOLUTELY HORRIBLE SERVICE AND DISGUSTING ROOMS: I just returned from vacation in Cancun. I had booked a package through Funjet to stay at this hotel. When I made the reservation I requested two beds in the room and was assured that it would be so. When we got to our room the first thing we noticed was the absolutely horrendous, moldy and sickeningly stifling smell. Next we noticed that the two beds we requested included a COT. I immediately went to complain because we refuse to pay $2400 for two to sleep in a cot. The woman “MARLENE” at the front desk was ridiculously rude in so many words told us to suck it up. Once she realized that we were not going to back down she said they had two rooms which didn’t have a view. I informed her that at this point I didn’t care about a view just a better smelling room with actual beds. She gave us the run around that we wouldn’t like the rooms and that this was the only adult only hotel. Again I told her that we didn’t care about those things. She still refused to give us another room. I asked to speak to a manager but she claimed that there was no manager on duty. Another front desk worker claimed that they didn’t have any rooms available at all. They were clearly lying because Marlene had just told me minutes ago that they had those two rooms available. When I called them on this lie they broke out into speaking Spanish to each other. I told them that I thought it was rude to speak Spanish about me while I was standing there. Marlene then said and I quote, “You’re in Mexico sweetie, and we speak Spanish here”. When they realized that we were not going to leave the front desk the man agreed to take us took us to the other room which smelled as bad and didn’t have two beds. We refused to accept anything less than a room where we could actually breath. They asked us to come back the next morning at nine. We agreed but literally spent most of the evening on the beach because we did not want to be in the room. We went back the next day but they were still giving us the run around. After the various phone calls we made to complain one of them being to Funjet, the Oasis Sens offered to send us to another Oasis property. Luckily, I had read Trip Advisor where others had experienced this bait and switch where they would send them to these lesser-rated Oasis properties and then have them sign statements to say they were voluntarily asking to move. We refused to accept this arrangement because at this point it was not only about the smelly room and the cot, it was now about the horrendous customer service and we just wanted to go. We spent half a day on the phone with various different hotels which turned out to be unaffordable to us. We called Funjet again and spoke to a really nice lady named Moba who empathized with us. Moba said we would have to pay if we decided to go outside Oasis brand. She put us on hold for a while and worked very hard to get the Oasis Sens to move us to the Grand Oasis which she assured us was a comparable property. They begrudgingly agreed to send us to Grand Oasis and in fairness it was a more than comparable and was definitely a step up from Oasis Sens. I give Oasis Sens a zero star rating.
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