The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17481 reviews

• 

  Hire better staff, it would be a 5 star hotel and people would come back!

  We gotten a free room upgrade from the ocean view to the ocean front junior suite. Very great start, we are husband and husband and we’re black, so trying to find where we are most comfortable is a challenge depending on staff. We had a black band so that means we have access to most if not all. The stayed 7days 6nights, so far it’s the most we have ever spent to stay in Mexico. We were happy with the luxuries & comfort with the stay, it always comes to the staff/people. For example the older heavy set bartender located right next to the wooden huge blue chair, hid the josé cuervo gold from me and my husband and said something like “we are all out” then after speaking up cause we watched him hide the bottle, he then gave us the drink. Right after us someone walked up and asked for the same shot we asked for and he got bottle tricks and a double shot on top of that with ease. Another night we were at the disco/club and my husband had on a sleeveless shirt the heavy set man again looked at my husband ran from behind the counter and told security, who actually let us in cause its a line to get into the club. We gotten kicked out, had to leave to walk to the room and then come back with a sleeve on and yes inside that club was very very hot! This night made me feel uncomfortable because it was because our sexuality and possibly our skin color, its cause my husband wears makeup it was just the only way for the man to not serve him. After the club we were famished and decided to go search for some food; to see what restaurants are still open late night around 12:00am. We found the main food hall, this is the first night we ate late. We grabbed our plates and headed to the food. The fries were fresh out the grease but we noticed it was a spot missing for hopefully something that goes with the fries and sure enough, the chicken wings just rolled out the kitchen. We were excited cause we were the first and only ones up there, it took longer than usual to put the trey up under the heated light, so we asked him can we get some chicken. He then said “oh not yet” he just had the chicken sitting there not covered and getting cold. After getting restless from waiting we then proceeded to our table and chair, then we noticed a white couple asking for the chicken then he put it out immediately. We then got up walked over to the other side of the room and got the chicken we wanted but i decided to snap a picture to then share my experience with the world. We spent way too much to be treated like we are begging to eat whats already been paid for 5,000 times over!! The shows at night were incredible, the hotel is always clean, the young lady by the snack bar that serve the chicken, fries and nachos on the days June 16-21 was always friendly and never gave us a difficult time to eat same thing with the tacos the young man was nice too. The two males behind the bar in the Piano bar/ lounge inside of the pyramid building were our favorite bar not only cause it was mostly premium drinks but because we were treated like guests at the hotel every time we walked in. The Japanese restaurant was the best restaurant on the grounds. The ambiance and the service were always top notch and the food was the best as well. We now love sushi alongs it’s cooked lol. We went there twice its giving 5 start restaurant hands down!

  Jul 02, 2025
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  DO NOT STAY HERE – One of the Worst Resort Experiences of My Life

  I had the absolute worst experience at Grand Oasis Cancun. We booked this resort last-minute, and I can confidently say I’ve never been more disappointed by a hotel in my life. Hidden Fees & Greedy Charges The moment we arrived, we were hit with an unexpected “Oasis cleansing tax fee” of $160 USD per person. After a long flight, the last thing anyone wants is a surprise charge. This fee felt like a scam and set the tone for the rest of the stay. Room Issues & Poor Housekeeping We had to call for room service multiple times because housekeeping consistently skipped our room. The mini fridge was only complimentary for the first round—after that, you’re charged for refills, unlike other resorts that restock for free. Our toilet wouldn’t flush properly, and after reporting it 3–4 times with no real fix, we gave up. To top it off, they painted rooms during our stay, which left our room smelling like fresh, toxic paint. Unfair Bracelet System – A Class Divide This resort is divided into sections like Grand Oasis and The Pyramid. If you’re not staying in The Pyramid, you’ll be treated like a second-class guest. Our bracelet didn’t give us access to any of the nicer restaurants or bars, and we had to pay just to make a reservation. Meanwhile, Pyramid guests had access to everything without hassle. This tiered system made us feel excluded and looked down upon. Terrible Food Experience The beach food court was understaffed—one poor guy flipping burgers, hot dogs, and trying to handle multiple stations by himself. I even witnessed servers reusing mint leaves in drinks. And yes, the resort was out of mojitos multiple times. How does a resort in Cancun run out of mojitos? Serious Safety Concerns This was the scariest part of our trip. We saw suspicious individuals—likely cartel members—being allowed into the resort by security. They were trying to sell drugs and targeting intoxicated women. At one point, we felt like they were trying to rob or take advantage of some guests. This is not just unacceptable—it’s dangerous. ⸻ Bottom Line: Stay far away from Grand Oasis Cancun. It’s unorganized, overpriced, unsafe, and completely fails to deliver the basic comfort and hospitality you’d expect from any resort, especially in Cancun. I wouldn’t stay here again even if it were free.

  Jun 30, 2025
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  1 star at most, worst resort ever!

  This trip was a family trip. Mixed age groups. This was the worst resort ever. They have several dining options however it’s not included in your stay. The. You arrive they offer to upgrade you for a nice ticket price. Rooms are very outdated. It was a struggle to get towels. Rooms were cleaned upon request, not to mention the smell of sweat of the pillows. Getting beach towels is a problem, it’s a big resort you have to get towels near your room, if you’re in the other side and want a towel it’s big deal to get a towel. We were only given 2 buffet options and 1 steakhouse option which was impossible getting reservations. And to finalize the trip they had an arrival of teenagers from a school or group which made it impossible to sleep at night, loud, yelling, loud speakers in the hall ways, ringing your doorbells and knocking on your doors at 2am and despite calling reception they did nothing. I would never ever go back. Worst resort ever!

  Jun 25, 2025
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  It was amazing!

  We just got back from an unforgettable escape to Grand Oasis Cancun, and the trip was truly a joy from start to finish. From the moment we arrived, we were welcomed with warmth and ease. Our room was spotless, stocked with plenty of fresh towels, some coffee, tea, water. From the fridge there's also bottles of water and some liquors. After our first night, the staff even checked in to see if we’d like a room refresh such a thoughtful touch that set for the rest of our stay. Most of the team speaks Spanish, which added an authentic vibe to the whole experience. Yet they would definitely understand you when you're ordering in English. We went with the all-inclusive option, and we downloaded the resort’s app. It made it super easy to explore the amenities and check which restaurants were open or closed, so we never missed out on anything. The staff were incredibly friendly, always ready to help out, and greeted us, and they provided good service in the dining spot we visited. There were several restaurants to choose from some included in the all-inclusive package, others with extra fee. A few needed reservations, but they would try to fit you in when they could. Bahia quickly became a favorite, we ate here first though, with their delicious dishes like clam chowder soup, salad, salmon and steaks. Then we also tried the buffet variety at Tatish, Tunkul etc. We sipped on beachside drinks, and our coffee and evening tea became a cozy little tradition before heading to our room. Checking in and out was a breeze, which helped make the entire stay even more relaxing. The resort also offers a shuttle guidance if you like booking an airport transfer. While the waves were a bit too strong for a swim we enjoyed the beach view. There were a few resort shows to enjoy which were awesome if you had a bit of energy left after exploring Cancun’s buzzing downtown and nearby attractions. All in all, this vacation was vibrant, refreshing, and full of good memories. We'd absolutely love to return for more adventures. See you Cancun!

  Jun 24, 2025
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  Save yourself the misery.

  I’ve never written a review for hotels as they’re usually reasonably within expectations, but for this one, I feel compelled to let others know how bad it is. I stayed there one of the five nights I’d booked and abandoned the rest. Please carefully read the other bad reviews - I wish I’d done so before arrival. For the same money you can 100% do better elsewhere. The only nice part of this hotel is the main building’s lobby area. The building we were assigned a room in had signs for an elevator but.. no elevator. The room looked like a rundown blast from the 90s and felt like one too. The water in the shower would fluctuate temperatures constantly without adjusting the knobs. I strongly recommend you don’t lean on the all-inclusive for any kind of quality meal. It’s about the same quality as what you would expect from a $15 buffet back in the states. You even get those hard plastic cups. The whole product seems mismanaged and feels like a scam.

  Jun 20, 2025