I had booked a reservation for this hotel through Vacation Store Miami which is the primary link that pulls up when searching this hotel online. I booked a 4 day, 3 night all inclusive for my family. My kids were on spring break and we would have booked longer but my son had a baseball tournament weekend prior. Well, tournament got cancelled so we thought if we could maybe go a day early to start our vacation we would. My husband works for an airline so it is easy for us to take another flight. I checked with the website that I booked my other days with and I made a reservation for an extra day. I had a reservation number, showed date, price, etc. So we were so excited! A little more than I would spend just for one night but we wanted to go. Flew to Mexico the next day and checked in at the Grand Oasis Palm and they took the information I had for the extra night I added and then the reservation I had booked in advance. First upon viewing hotel, this place was rated as 4 stars. Well, it looked like a dump! There was 2 small elevators to carry all the guests up to the multiple levels of this hotel. You had to wait forever to even get to your room. The food was terrible at the standard buffet. We were willing to overlook all this, we were just happy to have our family vacation. Well night one we found ourselves trying to sleep above the night club which was bumping till 2 am. Not great with 2 small children. We were moved to another room the next day which was fine. Well about mid day we went to get something from our rooms and we were locked out. Went to the front desk aned they said we needed to pay for last night. We showed them the reservation and they said that was not valid and that we needed to pay their rack rate which was over $500 for one night. Our reservation indicated $199. They would not honor it and nor would they help us in anyway. I called the company I booked through and they said that you cannot book 1 night seperately so they cancelled it without me knowing this. I explained to them that I had a reservation number and their system allowed me to do this and I had 3 nights with them. They just said they couldn’t do anything. I will be posting about them later. I asked the hotel if I could just book and pay for a night online which was $300 ish and they could just use that rate to apply to the night prior and they said no. My husband complained about the nightclub and the manager finally offered 10% off which was $450 for one night. Ridiculous! We had saved our money for this trip and being on a budget this was completely obsurd. Well the hotel had us, what could we do? We couldn’t leave or get our stuff without paying this charge for one night. I feel like they checked us in on purpose and then waited till the next day till they knew that we would have no option but to pay us this ridiculous fee. We paid and got our stuff and left this hotel and walked next door in the rain. Even though I had paid for the next 3 nights there, I wanted nothing to do with this place. Never have a I been treated so bad and felt taken advantage of. I highly recommend the Royal Cancun which is right next door and their staff is amazing! They said that they have several guests every week that come next door from the Grand Oasis because of the terrible hotel and service.