The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17618 reviews

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  NEGATIVE NEGATIVE NEGATIVE. STAYED IN 25+ hotels in cancun, Grand OASIS is by far the WORST ONE 1/10 star. BEWARE

  Issue was not resolved at all. I booked and reserved a 2 full bed room, and i was given a king sized single bed, for all 3 nights, the hotel made zero effort or zero care to switch our room, the hotel was extremely nasty and outdated, very unsatisfactory, disgusting food and alcohol. we had to go out for dinner all three evenings to get an edible meal, this is NOT a 4.5 star hotel, this is a 2.5 star hotel. I have been to cancun 34 trips and BY FAR, this is the WORST HOTEL / RESORT and WORST experience I've ever had. The bar lines for a simple beer took 25 minutes of waiting, the staff had bad attitudes, spoke little or ZERO english, looked irritated as they were working mininum wage jobs, the workers at the POST office work faster than this hotel's staff. No room service, no pool service, no bar service. The lobby was the only impressive section, as soon as you get to the elevators, the experience went to trash. Elevators were disgusting, banged and scratched up, absolutely nasty. Will never come back again to this hotel, beware.

  Jan 19, 2026
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  ⭐☆☆☆☆ Very Disappointing – Not the Resort It Used to Be

  We have stayed at Grand Oasis Cancun multiple times many years ago, and this was actually the first resort we ever stayed at in Mexico. Because of those positive past experiences, we chose to return. Unfortunately, this resort has declined significantly. We also leave reviews regularly, and it’s worth noting that we very rarely leave negative reviews. In fact, out of all the reviews we’ve written, only one or two have ever been negative. Typically, we prefer to address any dissatisfaction directly with management to see if issues can be resolved or at least properly explained. During this stay, however, all attempts to address concerns with management failed completely. During this stay, several staff members themselves told us that management changed after COVID, and that since then the resort has gone downhill. Based on our experience, that assessment appears to be accurate. The overall staff attitude was noticeably different from what we’ve experienced in the past. Many employees appeared disengaged, unmotivated, and at times acted as though they didn’t want to be there. There was a clear lack of pride in service, which is a complete contrast to the welcoming, professional, and attentive staff we’ve experienced at other resorts in the same area. Getting clear or consistent answers to even basic questions was nearly impossible. Every inquiry about upgrades, amenities, or options resulted in different answers depending on who we spoke with. The food was extremely poor across the board. Both the buffets and restaurants were low quality, repetitive, and disappointing. The few restaurants that were even halfway decent required reservations that were difficult to secure, and nearly everything came with an additional upcharge. What was especially frustrating is that the so-called upgraded bracelets, which used to be a simple or complimentary upgrade, are now priced almost the same as upgrading the room itself, running approximately $70 per person per day. At that price point, the value simply isn’t there. We also attempted to upgrade our room and, once again, could not get straight answers. Pricing and availability changed depending on who we spoke with, and nothing was ever clearly explained or followed through. The resort atmosphere itself was another major issue. Hallways echoed constantly, guests were yelling late into the night, and there appeared to be little to no enforcement of quiet hours. The environment felt chaotic and poorly managed, far removed from what this resort once was. For context, we have stayed at other resorts in the same area, including Sandos and the Riu Resort (R-I-U), where staff are consistently friendly, engaged, and clearly take pride in their work. The difference is night and day. This stay became so unpleasant that we ended up spending $200 per day on day passes at Club Med just to get away from Grand Oasis Cancun. That experience was excellent—friendly staff, great food, and a relaxing, well-run environment—which only highlighted how poor our on-site experience was. We will never return to this resort again. There are many better options in Cancun where you’ll get far more value for your money. Unfortunately, Grand Oasis Cancun is no longer one of them.

  Jan 18, 2026
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  Terrible room and restaurants

  The room has very loud sound all night, sounded like very loud AC you can’t turn off. The hallway had drunk people shouting all night. The room smells like pool. Tatish buffet had a very long line at 7pm, and other 2 restaurants also had a very long line… when we finally entered the buffet, most food were cold…. the elevator doesn’t go to the 3rd floor so you need to go up to 4th and come down to 3rd floor… staff are always busy, no one cares about your problems…I can go on and on….. Do yourself a favor, do not come here.

  Jan 14, 2026
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  Amazing Staff

  For my first time out of the country, this vacation was a dream. Tristan in guest relations helped us book the best for our stay and made sure we were accommodated with everything. We booked the Sian Kaan package and the pool club was spectacular! Yudith, our poolside waitress brought a smile to our faces everyday. We looked forward to seeing her and she never let us go with an empty glass! I cannot wait to go back!

  Jan 12, 2026
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  Handicap beware

  Nice resort, but VERY BIG. I travel with an electric scooter, 3 elevators, only 1 working. Not very handicap friendly. There were SOME ramps, but still many stairs. Bridges over the pools were so steep, I had to walk my scooter over the bridge. Many guests were helpful with the scooter. Food was pretty good. Specialty restaurants were excellent. Buffett was a varied assortment

  Jan 12, 2026