Smart Cancun the Urban Oasis Reviews

Broken A/C, ticking nonstop, leak from ceiling. Maid failed to replace consumables

It's totally an out-of-place location. On-going major road contruction right in front of the hotel too. There's nothing to do or eat around the hotel. Most of the shops had closed down. The service of the hotel is bad. Even the convenient shop opposite provides way better customer service. We stayed 2 nights. 4 paxs and only given 2 towels. 2nd day took the towels away during house keeping and never replenished. Called housekeeping hotline and no one answered. Called front counter and they told us to wait. Eventually no one came we have to use our own facial towel.

Very noisy throughout the day and night. Wifi did not work in the room. Expect an additional tax/fee when you arrive.

Simple and clean room

All very good I can recommend this hotel to everyone very clean good location great pool great breakfast thank you very much

Great

Jackpot case! They said it was being remodeled and they moved it to a nice place in the hotel zone! I ate well and gained a lot of weight thanks to the all-inclusive plan.

Unfortunately we were unable to get into this hotel.

Excellent service and attention

Near the ADO bus station, about 10-15 minutes on foot

The hair dryer was broken and the service was slow. The quilt was the kind of thin layer that was uncomfortable and there was nothing else to replace.

The environmental services of this hotel belong to the upper middle class. Close to big supermarket. Does not have its own beach. 40 minutes by bus to the beach

Excellent a divine hotel! very friendly people

This hotel is an absolute shambles. First thing to note is the manager (David Cruz) refused to refund our ‘Tourist Tax’ payment of approx $1260MXN ($140MXN per night) for the 9 nights we didn’t stay, as we had to check out early due to the endless issues at this absolute dive of a hotel. He is an untrustworthy thief and abuses his power over foreign travellers. If you read the other reviews (wish we had!) not the first time he’s done this by the looks of it! The first room we were provided with had a broken door lock and was therefore not safe, so they offered us a second room. The second room was directly above an incredibly noisy fan outlet, upon investigating the noise I opened the window to see where it came from and the air pressure from the unit below was so much the curtains hit the ceiling! I cannot believe ANYONE has ever managed to actually sleep in that room. The third room was at least quiet, but was dirty, had broken electrical outlets and a shower that didn’t have temperature control, and the morning after failed completely and wouldn’t turn on. We reported these issues to reception who said they would fix it (Thursday evening). They said we could pay to upgrade to the sister hotel if we were not happy with this one (we didn’t want an upgrade, just the basic facilities - such as a locking secure door, some peace and quiet and a working shower - all too much to ask for here!) Friday, nothing done. Complained to our holiday provider who said they would get the hotel to confirm a refund for the unused nights and we could be on our way. Chased them all day to confirm the refund and eventually in the evening they said reservations were now shut, and they couldnt confirm if they could refund us for the unused nights but would in the morning tomorrow (Saturday). Chased them Saturday, no response at all until Midday, where they said reservations were closed for the weekend and nothing could be done. After much back and forth and deciding to not let these untrustworthy thieving criminals ruin our holiday, we took our chances and checked out to find alternative accommodation at our own expense. Manager refused to refund the cash "tourist tax" paid, gave no good reason and told us we were not allowed to record the conversation to pass back to Thomas Cook our holiday provider - shady or what?! Outside of these issues, the rooms are outdated, in poor states of repair and very very dirty. Huge gaps under doors, not safe or secure. This place would be shut down if it was in the UK, and the manager would be in prison! Please read the other reviews with similar experiences. I have never had to leave a bad review before like this for anywhere, but truly need to warn anyone off staying in this horrendous establishment with it’s corrupt manager. Building works going on here too... photographed outside for when they enivitably try to deny it here - if you enjoy the sound of loud drilling whilst on holiday, book now to ensure maximum time list