Oasis Hotels & Resorts, Tulum

"The hotel shows significant neglect: aging, peeling, rotting wood, and dangerous conditions, especially on the rooftop terrace. The rooftop was cluttered with broken furniture, rusty metal, and a loose pool handrail. At night, the area was dark, and after swimming, I nearly hit my head—navigating slippery stairs without handrails in darkness is a serious safety hazard. Operational failures included a dead battery in the key on arrival, room service only coming around 6–7 PM until I complained, a faulty terrace door, and no hot water—just warm water after running the tap for minutes. This is labeled “eco-friendly,” but it feels like an excuse for poor upkeep. Communication was only via WhatsApp. In a boutique hotel, guests expect personal interaction. Instead, multiple WhatsApp contacts sent reminders, including repeated check-out messages. The manager, Samantha, never addressed issues personally. Instead I was dismissed disrespectfully. I was even told the pool was "closed," which was untrue—other guests were also on the rooftop. On arrival, I was even informed via WhatsApp that the pool was available—so this excuse was simply made after the fact. A drink voucher was offered but only for alcoholic beverages. It’s inconsiderate to assume all guests drink alcohol. The service staff in the restaurant and beach bar were genuinely friendly, and the rooms were pleasant. But beyond that, the experience was unacceptable due to severe management, maintenance, and safety failures. "

"Ich musste 4 mal Zimmer wechseln, bis ich eins mit nicht dreckiger Bettwäsche bekam. Mehr als nur nervig, wenn man spät abends ankommt und einchecken will. die resort fee beinhaltet angeblich auch einen verzehrgutschein. Nach Aussage des Mitarbeiters am Empfang konnte ich diesen am kommenden Tag nicht mehr einlösen, da ich zu spät ankam. Quote: "Alle checken um 15 Uhr ein"? dann könne man diesen auch nutzen. Lange nicht so eine schwachsinnige und sinnfreie Aussage gehört, genau deswegen bucht man ja ein Hotel mit 24H rezeption. Wird dem Hilton Standard leider wirklich so gar nicht gerecht"

"Sehr schönes Frühstück mit Blick auf das Meer. Sehr schöner Eingangsbereich"

"Alle Mahlzeiten sind a la Carte. Das schränkt die Essensauswahl leider ein wenig ein. Zum Zimmer; als es einmal stark regnete, Tropfte es aus der Decke auf den Teppich im Zimmer"

"Wunderbare Anlage"

"Nice relaxing place. One of the pools was closed so there wasn't much public pool/relaxation area available. Overall really great value for money and definitely a place that I can recommend. "