The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17525 reviews

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  Title: Injury at Grand Oasis – Refund Request Denied

  I was a guest at Grand Oasis when I suffered serious injuries on the property (knees, elbow, and wrist). The staff gave initial treatment, but I was in no condition to continue my stay. I requested early checkout and refund, but the hotel was unhelpful and dismissive. My goal is not to harm the hotel but to warn travelers: if you are injured here, be prepared for little compassion or support. I had to escalate this to my booking agency and card company. Guests deserve better care and fair treatment.

  Aug 29, 2025
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  Disappointing Stay – Hidden Fees & Misleading Info

  We stayed at this resort last week and unfortunately, our experience didn’t meet expectations for a beach resort: • Beach: The beach was dirty and filled with seaweed, making it practically unusable. Booking a beach resort only to find the beach inaccessible was disappointing. • Check-in: The booking site mentioned check-in between 12–1pm, but in reality, it’s only from 4pm (ours was closer to 5pm). • Safe box: An extra charge for a safe in the room was surprising, especially since it came with a physical key instead of a passcode. Carrying the key around at the beach or pool is not convenient, and the receptionist mentioned they don’t have a backup key if it’s lost. • Hidden charges: Despite “all taxes and fees included” on booking.com, there were additional charges on arrival. • Room amenities: No blanket provided unless requested, and no slippers, which is unusual for a resort. • WiFi: The WiFi rarely worked anywhere on the property. • Restaurants: Even though we booked all-inclusive, reservations for à la carte restaurants were made unnecessarily difficult. Staff claimed the restaurants were fully booked, yet when I checked, many tables were empty. • Service: At Dos Lunas, the manager only seemed attentive to guests with black wristbands, ignoring others. However, our server Venita was excellent and very attentive. • Checkout: At checkout, we were presented with the wrong bill and asked to pay. It took nearly an hour to prove it wasn’t ours, which was embarrassing and inconvenient. Overall, there are many areas for improvement in both service and transparency. With a few changes, this resort could be much better.

  Aug 22, 2025
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  Don’t stay here dilapidated food nasty horrible staff rude no help closet door off no maps no English tv in Spanish only

  Worst experience ever don’t stay here took 2 hr to get room hotel dilapidated food gross birds everywhere staff rude nasty

  Aug 19, 2025
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  Avoid The Grand Oasis Resort! Worst Experience in Cancun

  Worst Hotel Experience – We Left After One Night We booked The Grand Oasis Hotel in Cancun expecting a relaxing vacation, but it turned out to be one of the worst travel experiences we’ve ever had. From the start, the customer service was terrible! They were unhelpful, slow, and dismissive of our concerns. The so-called “all-inclusive” amenities were severely lacking, and what was advertised online did not match reality. Our room was dirty, outdated, and reeked of mold, making it impossible to feel comfortable. The beach was another disappointment – covered in smelly seaweed that was not being cleaned or managed at all, leaving the entire area unpleasant to be around. We were so unhappy that we made the difficult decision to forfeit our money and leave after just one night. We checked into the amazing Villa Del Palmar instead, which was everything The Grand Oasis was NOT! Clean, welcoming, and worth every penny. Save yourself the disappointment and look elsewhere. Cancun has many wonderful resorts, but unfortunately, the Grand Oasis is not one of them.

  Aug 18, 2025
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  Stay away and book elsewhere

  Good points : The hotel has Grand Oasis , Palm & Sens . I stayed at the Grand Oasis and hotel was overall clean with a nice balcony , well stocked mini fridge with beers, waters and sodas. AC worked well . Check in was pleasant at 3PM and our room was ready. Breakfast at the Buffet was good . Bad points : Pool was always busy and crowded with kids , murky beach filled with seaweed almost unswimmable. Need the app to book rez for dinner at their restaurants that only allow 1day prior booking that sells out fast so you will end up eating dinner at the buffet & be sick of the same foods served daily . There was construction constantly above our hotel room from 8AM -6PM M-F that the check in receptionist failed to mention to us . We booked 5 nights & prepaid for it and left after 3 days . I ended up booking next door at the Adults only Breathless resort for 1000X better and well worth the upgrade after this terrible stay .

  Aug 17, 2025