The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17612 reviews

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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
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  All inclusive does not mean all inclusive here - A very honest review

  This is a very honest review from an English family who had never been to Mexico before. I’ll start with the positives, because there are some. This hotel is very clean and well maintained. The maids, maintenance team and gardeners work very hard and can’t do enough for you. The Oasis concierge staff were very good, they assisted me with every issue we had and there was a few! I found the food very good - although my husband wasn’t as impressed. I ate something different from the buffets most days, the snack bars had a good variety and I found that I wasn’t bored with the food. Also, there was always something for our 4 year old - even if it was just a ham roll. The peacocks within the hotel are wonderful and added a wow factor to our stay, we loved seeing them wandering around every day. The pools were very good, clean and well maintained, however very cold in the morning. My only real issue with the pools was there was so much wasted space and not enough sun-beds, especially for the size of the hotel. This really was an issue and having a small child with us who needed constant attention meant I was up at 6.30 every morning to secure our spot, sun-bed wars doesn’t cut it. Please take note Grand Oasis and add some more beds! The bell boy staff are fantastic - Alfredo was particularly helpful and waited for us with all of our bags for over an hour! Thank you Alfredo. The beach is so accessible and absolutely stunning! Now on to the not so good…. Our first experience of this hotel was an hour and a half wait time at check in! After an 11 hour flight, long wait for baggage and then our transfer, this was the last thing we needed on New Years Eve too. There was a fully staffed check in desk when we first joined the queue, then they took 3 staff off when there was a huge queue of people waiting, why? I’ll never know. Not a great first impression. Then as per our paperwork we expected to pay a room tax, which should have been 31 Mexican Peso per night, however we were charged 225 Mexican Peso per night! Thankfully the agent I booked with managed to sort this and I was given a refund for the difference. But again not a great start. We were advised to download the app to book everything within the hotel, which was fine, but WiFi was a little hit and miss and at this point I couldn’t use my phone. So not ideal, if you want guests to use your app please make the WiFi better! We finally got to our room at 9pm on NYE after landing at 4.45pm!! Our transfer was only 20 minutes. We had a mini bar, so we thought perfect have a drink while getting ready for dinner. Bottled beer in the fridge, but no bottle opener!! It’s the little things! Day 1 - we were trying to suss everything out, we were blue bands (not black) which we quickly learned that this meant a lot of restrictions, which was never made clear to us. It is very difficult to find out what you can and can’t do within your band. Which is why my title is All inclusive does not mean all inclusive! We could use 6 restaurants throughout our stay plus 2 we had to book and 1 we could only use once. However the 2 we had to book were pretty much fully booked our full stay, we got to eat at each one once. But our drinks weren’t included in these restaurants which also wasn’t made clear until we were there. In the steak house, my husband asked for red wine, the waiter said this is additional charge so we said no, he then later in our meal brought my husband the wine and said no charge, but you must leave a tip!! Needless to say we didn’t leave a tip, this happened with other staff members regarding tips too. The Italian was very lovely Don Lunas - the staff didn’t ask / expect a tip, the only thing they asked of us was to leave them a good review. The 2 non buffet restaurants we could eat in you had to queue for and wait, each time it took an hour wait. Not ideal with a 4 year old. We experienced very rude staff members in the buffet restaurants and they were always managers, not the wait staff. 2 experiences that I did complain directly to the hotel about were being told I could not get my son a roll from the buffet because we were eating in the restaurant next door and there was nothing he would eat, the other was being told I could not get a tea to take to my room, even though I had done it every other morning (this was on my last day) We continually felt like this hotel just wanted to charge extra for everything and it was their aim to get more money out of you at every opportunity. From speaking with other guests we weren’t the only ones. Bali Beds - we booked these as a treat on one of our days, 1920 Mexican Peso so not a cheap day to spend at the hotel we’d already paid to be at. However the beds are lovely. We arrived early, we were told service would be 10am-6pm, we got there at 9am, as wanted to make the most of the day, so we already knew it wouldn’t be set up. But it hadn’t even been cleaned yet, fag buts, drinks from previous day, dirty bedding (that wasn’t changed) service also didn’t start until 11am, I asked the barman at 10.45 if we could have a drink and he said give me a minute I’m setting up. Our waiter (when he started) Luis was very good, very attentive and even allowed our friends to join us and served them. However at 5 minutes to 5pm, he came over and said I’m finishing now can I get you anything before I go. So we weren’t served until 6pm. I asked the hotel to refund me 240 peso as we lost 2 hours service, they did not do this! A couple of other issues we had which were resolved (sort of) just not very quickly. Our hot water stopped working - it took 2 phone calls and a trip to concierge to even get them to come, then it took 2 visits for them to fix it. One night my son’s nappy leaked in the bed and we asked them 3 times to change the bedding it took 48 hours! Overall we enjoyed our holiday, although I don’t think we will return to the Grand Oasis Cancun, or any Oasis resort because our experience was not a good one with this hotel.

  Jan 11, 2026
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  Food court would close at 4:00 and no food available

  Got to hotel we were told they only had a room with 1 bed, we would get a room tomorrow with 2 beds ,ok we got a cot,next day no room with 2 beds and the next day same we never got the room we payed for I was on a cot for the week, we made friends with some women who they did the same thing to them this is a scam to fill up 1 bed rooms

  Jan 08, 2026
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  Nothing Special @ Grand Oasis Cancun

  As this is our second time at this location the demeanor of privilege wasn't anything special with the same food and same service however getting kicked out for not having the correct bracelet for a coffee was demeaning.. the privilege class did provide lots of free chairs for the black and gold bracelet wears however those members were in the Blue party locations,.. -NO POOL CHAIRS -NO BEACH CHAIRS -people hogging chairs all day without actually using them -thief from the balconies as we lost 2 swim suites -expectation of tipping for bad service - minimal smiling on site from staff - I can recall just 2 or 3 that went above and beyond. - Room cleaning is an additional charge and not done regularly.. had to ask. -extras were way over priced ( message a $235 UDS) -Drinks WAY TOO STRONG.

  Jan 06, 2026