Honeymoon: Bottle of sparkling wine, fruit plate, romantic dinner with a bottle of house wine, and room upgrade (based on availability; minimum 5 night stay).
LocationCancun Hotel Zone - Beachfront
General Policies & Fine Print
Convention Policy -Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy -This hotel cannot guarantee a spring-break-free environment.
Transfer Policy -A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information -Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
This resort is 'Adults-Only' and gay/lesbian friendly. No one under the age of 21 is permitted at the hotel.
Student/Youth Travelers are defined as any guest 24 years of age and younger traveling without legal parent/guardian and is applicable at ALL Oasis properties on a year round basis. As a general rule, Oasis Hotels & Resorts will not accept Student/Youth
GROUPS (not applicable to family travel). Any guests meeting the above definition of Student/Youth Traveler are subject to the following conditions:
-Upon check-in, passengers will be required to pay a one-time Student/Youth resort fee in the amount of $30.00 USD (Cash Only). Policy is mandatory, per person and not refundable.
-Credit cards issued to persons other than guest (i.e. parent, spouse, etc.) are not accepted in Mexico.
-Minimum age requirement for hotel check-in at Grand Oasis Sens is 21 years of age.
Customer Ratings & Reviews
TripAdvisor Traveler RatingBased on 108 reviews
Disappointed and missold
Very disappointed. On reading the advert, we were really excited to be staying in this 'brand new, 5*, luxury resort'. Then, a month before travel, the reviews started... We were concerned. We spoke to our Travel Agents, BlueBay Travel, and were assured everything was fine, and to ignore the reviews as everything had been resolved. In short, it hasn't. To start, we had various problems with our room. AC blowing hot air, pool drained to empty, pool spout not working. Maintenance came 3 times, in which they managed to flood the pool/terrace/beach below and not fix anything. The next day (we were very tired after a 12 hour flight!) we asked to be moved. We were moved from Room 144 by the beach to room 194 by the pool. This room was worse, the back door didn't lock and could be accessed by the whole resort. We asked to move back to our original room as 'there wasn't anything else', despite the hotel seeming empty. We complained to our travel agent, this hotel was run down, faulty, 1/2* and not at all as described. Eventually, we were 'upgraded' to a Master Suite on the 8th floor, room 804. This room at least had working AC, a lock on the patio and was not overlooked. It was still very shabby and not 'brand new'. The closest anything was to brand new was likely in the 80's. Next, the food. The restaurants are not all open. There were 2 or three open each night, and the food was awful. We had frozen steak, raw tuna (not sushi, a tuna steak that had been flashed in a pan and was freezing cold inside), poor service and generally not an enjoyable food service. We left mid meal on several occassions as it was so bad and ended up eating out a lot. the only food we fully enjoyed was at Spice, everything else was pretty bad. Dress codes were enforced as and when they could be bothered. You would be sent away for wearing shorts only to find others inside sat in shorts you were told weren't allowed. Wearing long trousers in 40 degrees C is not ideal... Pool service was non-existent, we weren't once offered a drink by the pool. Bars weren't open and the ones that were didn't serve alcohol until 11. Resort credit is a waste of time, using it costs you more money than it would to pay for everything using the deals on offer on the day. Wine wasn't included anywhere and you had to pay for this separately. We were given $10 vouchers for wine and you could use one voucher per bottle, the cheapest we saw was $48 so we didn't bother. Essentially, money grabbing all over the place. On top of this, check in was an absolute nightmare, waiting for ages for our room to be ready, then all of the problems above. Most of the staff were, in fairness, very good, welcoming etc. Overall, a very disappointing experience. Definitely not 5* and this appears to have been completely made up, if I was being very generous it would be a 2* resort. We have complained to our travel agent and credit card company. I would recommend avoiding as for the same money you can get an awful lot better elsewhere.
Staff was great, the rest was inconsistent
Overall we had a great trip and we had no outright bad experiences with Now Emerald. It was evident that the facilities had recently been taken over and there was a lot of effort to update and provide the best experience possible to all guests. The activity sheet provided did not always have the correct place or time. The restaurant dress code was not always clearly stated on the daily activity sheet versus what was posted at the doors. The Explorer Club, where kids can go while parents relax, was great. My daughter really enjoyed the experience. My son did not always enjoy it because, again, sometimes what the activity sheet said they would be doing was not accurate. They were supposed to make crafts at certain times and that did not always happen but the staff did their best to make up for it by planning other things. All staff we encountered were great, the names that stick out are: Tito in the Carnival restaurant- we were sad that he was only working the first couple days of our trip All the ladies in the Explorer Club for kids- Lorena, Alexa, Jazmin, and Sabi. They took excellent care of our 2 kids aged 5 and 7. My daughter and Alexa were "Best Friends" by the end of our trip. Alex at the towel hut was friendly and helpful. Jorge and Felipe were great with including the kids in the volleyball, Pictionary and other poolside activities. The staff made the experience despite the facility not being in pristine condition.
Great time in Cancun
"This was my first trip to Cancun and I had a great time. I really enjoyed the resort. We had a problem with our first room but they quickly gave us another one without hesitation. My favorite part was the entertainment people near the pool. Karla, James, Felipe were such nice and gracious people. Karla was the best she kept us engaged in activities and was a totally nice person all around. I enjoyed the food and the night time shows they put on. I will definitely come back.
Late check in
I traveled many times to Cancun this is the first time they checked me in after 3:00 pm Looks like the hotel was over booked. I came from international flight and suppose to get my room as soon as possible. The check in was difficult due to language difficulties by the lobby representative
Where do I begin... We stayed at the Now Emerald Cancun this past week and amongst excitement looking forward to this trip I was SIGNIFICANTLY DISAPPOINTED upon arrival. Immediately upon entering the hotel it was evident that the Air Conditioning failed to work almost completely throughout the general lobby and halls throughout the hotel... Thankfully the room AC worked (although sub par) but I was delighted to know that the room with offices for the concierges was freezing and the AC worked amazing in there. Very glad for their coolness not the guests... Secondly, the condition of the hotel itself needed serious work. Now Emerald took it over with their name and did not do the necessary renovations from the previous old hotel. The pool tiles were falling off everywhere, the pool staircases were covered underneath in black grout, there were puddles in the lobby from the broken AC, to name just a few. When first looking into this hotel resort I was misinformed of its NUMEROUS RESTAURANTS AND BARS that were to be open. Upon arrival I found out that ONLY THREE were open each night and TWO of which required PANTS FOR MEN! With the Sub Par Air Conditioning, lack of guests ( it was desolate there) and no knowledge of this dress code I still was met with resistance when speaking to the Head Waiter and then the Head Concierge. My BF was informed that he ABSOLUTELY had to wear pants and was attempted to be given a pair that the workers wear in the hotel. The ludicrousness of the situation is unreal. Obviously given the nature of it being August in Mexico he did not bring pants. The Head Concierge informed me that we had options so not to worry. More like none at all. Either my BF could put on someone else’s pants so that we could eat or we could order room service. The only other “option” was eating at Carnival, the Glorified Cafeteria. Where the food was terrible and we did not pay all this money to eat in the cafeteria. This Mish mosh of food given there was nearly inedible. Things that were supposed to be cold were full of condensation all over sweating from the little bit of ice they were put on top of. The Head waiter and concierge could not be bothered with my upset demeanor regarding this situation and shrugged it off and responded like robots that they understood but could doNOTHING. After waiting an hour they finally gave us a table outside because NO shorts inside. Taking no responsibility for their false advertisement of having numerous restaurants and bars that failed to be open. Even the bar at the beach was closed!!!! Along with this sentiment it was said that the bars open from 10:00 to 6:00 but they don’t tell you no booze at pool bars until 11. Although you can go into the cafeteria all the way inside and get one to bring outside if you so desire an early drink on vacation. The drinks themselves were almost non existent with the alcohol content and finally we started telling them to make it strong, otherwise you were having 5 drinks and feeling not a thing. These drinks were either gotten by the swim up bar or sushi spot not where they have a grill for poolside lunches because that makes sense. That place served no alcohol. Even at night when we wanted to go to one of the bars to hangout they closed early and no one was around it was like no mans land. Eerie and quiet. One night we were told they had an after party karaoke night at one of the two bars open, we walked downstairs and NO ONE was to be found. Operating at an about 30% capacity we were told. Yes it is nice to not be so overcrowded but absolutely awful going out to dinner the first night and being the only one in the restaurant!!! The third day of our trip we had planned an excursion and were told to be in the lobby at 8:45 for the van to pick us up. At 9:00 still no show of anyone and when my BF went down to the pool area to speak to the man who books these trips he was NOWHERE to be found. After he told us he would even get there at 8:45 to make sure all went smoothly. Now it is 9:30 and finally that man shows up after now involving one of the concierges who is trying to call and see where our excursion van is. Upon getting in touch with the Tour People we were told that the van went to the wrong location not exactly close and either we could wait an hour for it to come back and get us alone with no group or go another day. After all that we had no desire to go into this excursion over an hour late by ourselves which was the last thing we wanted to do when we spent all this money on the excursion. Had the man been there when he should have the van would NOT HAVE gone to the wrong location because all of this would have been confirmed. Furious, we were. The night before had been an early one because of the plan of getting up early for this excursion the next day which NEVER happened. The concierge in an attempt to help us (not the man who messed up) offered us coupons to go spend money at another one of their resorts for the day. Which was NOT the way to make things right. Here’s some coupons for things that you will have to spend even more money on that gives money back to the Now Emerald Conglomerate. HA. SO instead our day was not the way it was planned and had to be rescheduled for the next day. ALL IN ALL I would Not be returning to this resort. False advertisements regarding restaurants open, strict dress codes that guests are unaware of (it’s not even a 5 star resort not even remotely), unpleasant situations that were handled terribly, no air conditioning, old and sub par conditions which there is NO excuse for, etc. Things were not handled the way they should have been and when spending thousands of dollars on a trip, I found this to be the most upsetting. If you want to make this resort five star serious changes should be made and not on the part of the customers wearing pants to restaurants! We made the best of some less than OK conditions and situations with the ONLY silver lining being the niceness of the entertainment team specifically James Carlita and Jorge. Some others along the way our bell hop and some staff were very pleasant and welcoming but up the chain of command was met with resistance and an unpleasant experience. Over and Out.