The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17459 reviews

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  Very Disappointing Experience at Grand Oasis Cancun

  Our stay at Grand Oasis Cancun was well below expectations. We’ve visited other resorts and found the service, quality, and overall standards to be far superior elsewhere. The room was outdated, and it was clear that many past issues had been patched up poorly. The balcony door had a makeshift lock that caused it to rattle all night, and the balcony itself flooded after it rained due to a complete lack of drainage—it stayed flooded for most of our trip. The shower had mold, and the tub drained extremely slowly, which made the bathroom unpleasant to use. Service throughout the resort was lackluster, especially poolside. The bars were understaffed, and there was no poolside service—guests had to leave the pool or walk to a bar or restaurant just to get a drink. Cleanliness was also a major issue. Trash was left out most of the day, only cleaned once everything closed at night. This attracted birds and other wildlife, creating a very uninviting atmosphere. The poolside restrooms were in terrible condition—one even had backflow and feces on the floor. To make matters worse, the resort is not truly all-inclusive. Many amenities require additional packages and payments once you arrive. Overall, we left very disappointed and would not recommend this resort. There are far better options in Cancun with higher standards of cleanliness, service, and transparency.

  Jun 09, 2025
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  Friendly and welcoming

  As I asked one of the pool staff if I could look at a brochure of one of the rooms as where I was staying was absolutely awful and was looking to change hotels, from been escorted through the pool area, to the warm welcome I received when inside, clean rooms, fridge wasn’t cold, tea making facilities available in your room ,entertainment Mexican night was amazing, pool party, casino, number of restaurants some of which you have to pay extra for, variety of food available. From travelling the world 100% I would stay here again, as a solo traveller.

  Jun 07, 2025
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  worst experience ever

  So many things went wrong during our stay, it’s hard to know where to begin. To start, the balcony door had no proper seal, and they added a makeshift locking system that was clearly not original. As a result, my partner got locked out on the balcony for over an hour and a half. I desperately asked for help at four different places—the main lobby, the building lobby, concierge over the phone, and another staff member—and no one ever came. We requested beach towels more than four times and never received any. We had just two towels total for a seven-night stay—completely unacceptable for a resort. They offered a so-called “complimentary” breakfast, but it required a cash deposit that they claimed was “100% refundable.” Every time I tried to get my deposit back, they gave a different excuse. They made the refund process so difficult and frustrating that it felt deliberately dishonest. Management was absolutely awful. Not only did they fail to solve a single issue, but they treated both me and the rest of our group with indifference and, at times, outright disrespect. There was no sense of accountability or willingness to help. The rooms are extremely outdated and poorly maintained. The shower handle would literally fall off every time I tried to use it, among many other constant issues that made the stay feel frustrating and neglected. The “all-inclusive” offering is a complete scam. Food options were extremely limited, and every meal had over a 40-minute wait. Most of the better food and services required additional upgrades or weren’t even available. It’s no coincidence that this hotel has so many bad reviews—people aren’t exaggerating. Everything about this place screams poor management, lack of care, and false advertising. Do yourself a favor: spend a little more and stay somewhere else. At Grand Oasis, all you’ll be paying for is bad service, run-down facilities, and endless disappointments.

  Jun 02, 2025
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  Best place to go in Cancun!

  I have been coming to this same resort for the last 20 years, they have always been great ,gracious, friendly, this time is no different, they had to cut back on some amenities due to the economy, but I had a medical scare and they were so good to me, the food is still excellent, there's some places that we were not able to go like we were last year, but our bartenders at gecko bar Hugo, raul, Lorenzo, are fabulous, Gaby in the tatish restaurant is spectacular they are the nicest people ever , I will continue to come here and so should everyone else.

  May 21, 2025
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  Non-existent customer service / rude staff / lack of managment

  I booked and prepaid for a 4 night stay at the Grand Oasis Cancun hotel for my son. His 1st flight on American Airlines was 7 hours late into DFW so he missed his connection and the next flight wasn’t until the following day. I called the hotel to let them know. Upon check-in the next day, at 1:30pm local time, the hotel informed my son that he was a no-show so they gave the room away to another customer (that I had paid for) and had to wait until 3pm to check in to another room. The “supervisor” was beyond rude and sent him to 3 different locations to try and check in. After finally checking in, the room a/c couldn’t be lowered to anything below 75 degrees, the food was horrible, the staff did not make them feel welcome and the bar was understaffed. It took an unusually long to time get drinks. I requested reimbursement for 1 night’s stay and all they could say was they regretted that we didn’t have a good experience. Please avoid this hotel, although the price my seem appealing, you get what you pay for. Also, please know that if you call the hotel, you won't be able to speak to anyone. There is no recourse for sub-par service and there is no management to work with.

  May 20, 2025