Traveller Reviews brought to you by - The Sens Cancun By Oasis
- Blvd. Kukulcan 5-Km 16 | Zona Hotelera, Cancun 77500, Mexico (Formerly Grand Oasis Palm)
- Vive una fantástica estancia todo incluido, con una innumerable variedad entretenimiento, restaurantes de especialidad, bares y tratamientos de spa en The Sens Cancun. Este resort te ofrece las mejores vacaciones en familia o disfrutar la mejor relajación en áreas exclusivas para adultos.
- Recent Reviews:
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TatianaP2066Trip type:Solo travelAwful service18 Apr 2024
- Awful service on front desk, no possibility to reach the reception. I did not come because of serious reasons, and informed hotel immediatly on Booking and the hotel did not... more »
- Awful service on front desk, no possibility to
reach the reception. I did not come because
of serious reasons, and informed hotel immediatly on Booking and the hotel did not
answer any letters, and even no
respond to emails from Booking, also no answer on tel in Panama which placed on Booking and website. The hotel
did not return any money. So service and
respect is on the lowest level.
I ask hotel to return my money and to answer to me on Booking (booking number 4255116927). Trying to reach hotel already two months.Oasis Hotels and Resorts, Director General at The Sens Cancun By Oasis, responded to this reviewDear Tatiana,
We sincerely appreciate you taking the time to share your comments with fellow travelers, your feedback is very well appreciated.
Know that all of your comments and opinions are very important to us and we are taking the necessary actions to correct them and provide new options for you in the future.
Without a doubt, we do our best to meet our guests' expectations and regret that we have not met our objective this time. However, we can guarantee that our staff is constantly trained to comply with our guest service policies.
We have contacted you, through direct message to obtain more detailed information and follow up on your case.
Cordially,
Eduardo Pérez, The Sens Cancun Director.
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ConamsgirlTrip type:Solo travelThis place Sucks13 Apr 2024
- Well these other reviews must be written by the hotel that say it's excellent because my husband's there right now he checked in yesterday he got gouged a $90 us... more »
- Well these other reviews must be written by the hotel that say it's excellent because my husband's there right now he checked in yesterday he got gouged a $90 us tax and environmental fee he's been going to Cancun for 20 years staying at different hotels and is never had to pay that fee and when I look back on my fees that I paid for the room that I upgraded it said the taxes and vac were included and that worked out to $123 Canadian and not only that he didn't get the room that I booked the upgraded sends Master Suite it was a master suite but not the one that was in the picture the one I picked for him didn't have a living room , a couch, wasn't 731 a cubic feet, he had to wait for his bag to be brought up because it was 2:00 and he couldn't check in till 3:00 even though he had pre-checked in they sent him this thing to check in online, and then when he finally did get his key it didn't work so the maid had to let him into the room and then his bag didn't come up for another hour he had to phone down there and say Hey where's my bag I can't even leave my room cuz the room key doesn't work and it still took them awhile to bring it up and even though they tagged it they were saying what is your bag look like and he's like well what did you take the tag for if you don't keep track of it, like this has been the most horrible horrible Hotel experience ever in all his 20 years and I booked this for him as a relaxing trip because he works really hard and works hard for his money and for him to get hosed over like this by this hotel and he's not somebody like some pushy American or something he just goes with the flow all the other hotels he's been and he stayed at the Flamingo for 15 years ,made friends with all the people that work ,there he tips good, he actually visits those friends goes to their home and visits and that's why I booked this hotel cuz it was closer to Old Town in Cancun instead of way down the other south end where it's far for them to come up or far for him to go visit them. He stop going to the flamingo cuz none of them work there anymore they've gone on to other things but he's kept friends with them so then I thought okay I'll try this hotel read all the reviews was supposed to have good food and yeah like I said day 1 and it's just been horrible. I wouldn't book this place ever stay away from it cuz it is no good and the coffee maker is like a little cappuccino machine he can't even make a decent cup of coffee who knows maybe his real room that he should have got would have had a real coffee maker in it ,in that living room that he never got and I'm contacted the hotel once calling down there twice emailing and they never get back to me.
Oasis Hotels and Resorts, Director General at The Sens Cancun By Oasis, responded to this review
Dear Guest,
Thank you for taking the time to share your comments with fellow travelers. It makes us sad knowing that we did not meet your expectations this time. Please be assured that we value and follow up on every comment, as the most important thing for us is to deliver memorable experiences to all our guests.
We understand that additional charges on the bill, including taxes, may come as a surprise to our guests. So we would like to explain that these taxes are required by law and are set by local and national authorities. These funds contribute to public services and the development of tourism infrastructure; which improves the experience of all visitors and residents of the region.
In our establishment, we comply with all current tax regulations to guarantee the transparency and legality of our service. Each element of the invoice breakdown is detailed to ensure complete clarity in the charges made.
As for the inconvenience with room assignment, the type of room depends on what you have booked before and, if a change is required, we do our best to accommodate our guests but it's subject to availability upon arrival. Respecting the room key card, they sometimes deactivate when the key gets wet or is placed near metal objects, such as money or a cell phone.
Finally, we would like to let you know we are very devoted to our guests, and the staff is committed to understand, help, and satisfy all of your needs. Thank you for letting us know the inconveniences you had so we can enforce and improve the service, as your comfort and satisfaction are very important to us.
We reiterate our apologies for any setbacks you experienced and hope you can give us another opportunity to welcome you again so we can enhance your perception of our hotel.
Cordially,
Eduardo Pérez, The Sens Cancun Director.
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John ZTrip type:CouplesSpend a little more and get a lot more than this hotel offers5 Apr 2024
- Sens really isnt on par with other all inclusive resorts in terms of restaurants, activities or entertainment. We went around Easter 2024 which understandably would be fairly busy however the... more »
- Sens really isnt on par with other all inclusive resorts in terms of restaurants, activities or entertainment. We went around Easter 2024 which understandably would be fairly busy however the resort seemed well understaffed and had lines at the bar and the resort was dirty and trashy by late afternoon. The resort also only has lounge chairs for i would estimate about 75% of rooms so people were angrily stalking the beach and pools looking for somewhere to sit all day. What good is a beach resort if you can’t sit down anywhere to enjoy it. The restaurants are a mixed bag. The buffet isnt bad; basically on par with any other all inclusive but there were times (8-9 am) where lines were like 50-60 people deep. In addition there are “a la carte” restaurants which are difficult to get into using their goofy reservation system and might actually be worse than the buffet. One restaurant Miramar is beachfront so its a beautiful setting but had like 4 people eating there between the 6-730 we were there. Food was poor as well as they served an “interpretation” of mashed potatoes with a steak which was like a smear of baby food. This was after we were happy to aftually get a reservation since you mostly cant get into the a la carte restaurants as they all report being fully booked. Also the restaurant was supposed to open at 6 and they tell you in app you get fined $20-$40 if you miss your reservation but yet they didnt open the doors until 6:15. Lastly this is the “top of the 7” for Cancun so while there is a beach its really a bay heavily trafficed by boats which belch out a surprising amount of diesel fumes all day. Overall it may have been a good deal but had a very poor experience and would never go back there or to another Oasis branded hotel
Oasis Hotels and Resorts, Director General at The Sens Cancun By Oasis, responded to this review
Dear John,
Thank you for sharing your comments with us regarding your stay at our resort. We offer our sincere apologies that your time spent with us did not meet all your expectations. We would like to inform you that all your comments and opinions helps us to continue to improve our guests' experience.
It is important for us to mention that our staff works hard to offer excellent services to each of our guests, which is why sometimes there may be waiting lines in our restaurants during specific seasons. However, we will pay special attention to this issue, to reduce them.
Regarding your inconvenience with our Miramar restaurant, it's a shame that the food did not meet your expectations; these are prepared to the highest quality standards; be sure we will speak with the food department to ensure the satisfaction of our guests.
We reiterate once again our sincere apologies for any setbacks you experienced and hopefully you can give us another opportunity to welcome you again so we can enhance your perception of our hotel.
Cordially,
Eduardo Pérez, The Sens Cancun Director.
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Andrea LLivingston, New JerseyTrip type:Solo travelFantastic all inclusive - highly recommend for families24 Mar 2024
- Service service service. They are all about great service at the Sens. Fully staffed and friendly. The Balinese beds are a great treat. Stretch out for the day and relax... more »
- Service service service. They are all about great service at the Sens. Fully staffed and friendly. The Balinese beds are a great treat. Stretch out for the day and relax under the canopy of the covered bed either at the pool or on the beach. They are first come first served, so get on line early to reserve one. Well worth it. The many upscale restaurants are truly gourmet and a treat. The buffets are as expected - plentiful and a huge variety, and food is available 21 hours a day. Pool and beach area are small but great. Some evening entertainment. Very accommodating and hospitable in every way. I loved my 6 day stay at the Sens.
Oasis Hotels and Resorts, Director General at The Sens Cancun By Oasis, responded to this review
Dear Andrea,
We are pleased your stay with us has motivated you to share such a great review about our hotel. Thank you for highlighting the qualities that made your stay unforgettable. We are glad you enjoyed the restaurants, facilities, entertainment, and personalized service we offer.
Our chefs and cooks always innovate to offer the best dishes for our guests. Also, our staff works hard to satisfy our guests so that they have amazing experiences. We will congratulate our staff for being attentive, smiling, and making you feel at home.
We hope to have the honor of welcoming you once again shortly.
Cordially,
Eduardo Pérez, The Sens Cancun Director.
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Dennis MKingston, CanadaTrip type:FamilyAwesome vacation at the Sens18 Feb 2024
- We are just back from a beautiful week in Cancun and would go back to the Sens tomorrow. Like any vacation it isn't perfect but it was pretty close. Let's... more »
- We are just back from a beautiful week in Cancun and would go back to the Sens tomorrow. Like any vacation it isn't perfect but it was pretty close.
Let's start with the CONS since it is such a small list and what I always screen for when researching a resort. The elevators and the beach chairs. The elevators are small and you have to be prepared to wait but I never waited more than 5 minutes but I was on vacation so I was never in a hurry anyway. The beach at the SENS is small but you can also use the Oasis next door creating the perception of a bigger beach. We actually spent most of our time on the Oasis beach since it was a little livelier. However, if you aren't out there by 8ish in the morning you are not getting a chair with shade and if you do not get there by 8:30 you are sitting on your towel on the sand. There were lines to book the a la carte restaurants and day beds but I usually only waited 5-7 minutes. One day I waited for 20 minutes but that was unusual. There were also lines for the buffet but the key to know is that you can also use the Oasis buffets. Between the 2 hotels, there were 3 breakfast buffets you could use so we never waited in a breakfast line. The evening buffet tended to have longer lines especially as the evening got later but we usually ate at the a la cartes so this didn't bother us.
The PROS are plentiful. The room, while plain, was always clean and our housekeeper was a gem so we always had everything we needed. The food was EXCELLENT. We never had an issue booking an a la carte restaurant and when you got to the restaurant the guest schedule was so well managed that the staff could attend to you properly. The service standard at all of the a la carte restaurants was very high. Actually, the service everywhere at the hotel was wonderful. Special shout out to concierge Jaime and Miramar waiter Jesus. You gentlemen always made us feel like very special guests. The a la carte food was varied and everything was very well prepared and plated. We ran out of time before we ran out of options.
Hint: If you are staying at the Sens you also have access to the Miramar for a la carte breakfast and lunches. We had eggs benedict, avacodo toast and burgers that rivaled anything we have eaten at home. The evening entertainment also did not disappoint. The last few days we treated ourselves to day beds on the beach. You cannot book these until 8:00 on the day you want to use them so be prepared for a line up but it was worth it. We had a comfortable space to sit and read in the shade, a beautiful view of the ocean, and drink/food service to the bed.Oasis Hotels and Resorts, Director General at The Sens Cancun By Oasis, responded to this reviewDear Dennis,
Thank you very much for sharing your comments with TripAdvisor readers. Every one of your comments is very valuable to us, whether they are encouraging comments or areas for improvement, as they allow us to continue to improve our service.
It is important for us to mention that our staff works hard to offer excellent services to each of our guests, which is why sometimes there may be waiting lines in our restaurants during specific seasons. However, we will pay special attention to this issue to reduce them.
Despite this, we want to thank you for highlighting the qualities of our resort that made your vacation enjoyable. We are glad you enjoyed the restaurants, facilities, and personalized service we offer. Our staff works hard to satisfy our guests so that they have amazing experiences. Also, we are extremely happy to know you were able to enjoy our wide variety of foods; our chefs and cooks are always innovating to offer the best dishes for our guests to enjoy.
We hope to have the honor of welcoming you once again in the future.
Cordially,
Eduardo Pérez, The Sens Cancun Director.
1-5 of 8,264 Reviews -
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