The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17630 reviews

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  Go somewhere else. 2/3 star resort at best.

  We were a canadian family of 6, who have traveled to over a dozen Mexican resorts. We are fairly forgiving family, trying our best to look past things that may not be up to standard, however our stay here at Oasis will be our first and last. Right from the time we walked in, the conceriege was unhelpful/rude, unable to take our bags while we waited for our room to be ready, nor were they able to provide a simple map of the resort. They said go walk and look for a map on one of the screens in the lobby somewhere and take a picture. First stop was a much needed coffee where we were told our bracelets didn't work for, and to go to the other café, but we still had no map. Once we got our rooms(2 rooms with 3 of us in each) we found out that they had split us apart despite us asking to be placed together in a split room sharing a common door weeks prior. Both rooms were unacceptable, bed sheets with stains, hair still in the bath tub and sink area, and the overall appearance was just very sloppy everywhere you looked. Room service was horrible, all they would do in each room was make the beds. We needed to ask for towels to be replaced even though we placed them on the floor as normal when used, and the water and drinks in the fridge were never replenished without us having to ask. This was a daily occurrence. The food and drinks were the worst we have experienced, I think this will actually be the first time we will be coming home lighter rather than heavier lol. The buffets never changed, serving poor tasting burgers, hotdogs and what they claimed was beef steak. The only restaurant that was good was the Italian. The food court areas by the pool were much the same, however we basically survived off of potato wedges/fries and mediocre chicken fajitas. There were numerous nights were we seen people who had ordered dominoes pizza or other outside food which should tell you all you need to know. The alcoholic drinks were bottom of the barrel spirits, which tasted bad, but more importantly made those of us that were drinking skeptical of us getting sick or possibly poisoned. The pool and grounds were fairly nice, however people were smoking everywhere which made it unpleasant for us as we are non smokers. For us, the beach and pool area was probably the most enjoyable, with most of our time spent playing beach volleyball or tossing a ball in the pool. There is almost zero entertainment poolside, unlike almost every other resort we have been to where there were games throughout the day for both kids and adults, this place had none of this which made us bored at times searching for fun things to do. If you are planning a vacation for your family, please take our advice to reconsider before selecting this resort, there are so many others that are so much better than this one. Cheers!

  Jan 25, 2026
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  Should have read the reviews before coming to this place

  We have been to Mexico many times and stayed at a wide range of resorts, so we are not inexperienced travelers. Unfortunately, our stay at Grand Oasis Cancun was extremely disappointing. The food was terrible, there were essentially no activities for kids, and the alcohol was clearly very low quality. The rooms were unacceptable: dirty, with stains on the supposedly clean sheets and hair left in the bathtub. This is not something we have experienced at other resorts in Mexico. The cherry on top came on our last night, when we needed rest before traveling. The hotel placed a group of partiers in the connecting room next to us. We could hear everything, and they were yelling and partying until 6:00 a.m. Completely unacceptable and poorly managed. The only positives were the beautiful, well-kept grounds, reliable air conditioning throughout the property, and the excellent sports team running the volleyball activities.

  Jan 25, 2026
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  Horrible keep away

  I am at the hotel right now. Absolutely horrendous. We have been to seadust and crown paradise in the past and riu. But not comparing this to riu. Absolutely lousy horrible service. Rude concierge in playa 1 building. Horrible leaking bathrooms and lousy service. We r such patient people from canada but this is just the worst. Restaurant buffet staff amazing. Food is lacking but not a huge problem. Main issue is rooma ND we booked wince its kods club looked friendly. 1st experience in cancun where they won't let me enter kods club with my 6 year old special needs child. They said leave him alone. Seriously...lousy horrible humans not allowing an autistic kids parents in. NEver never ever have we faced this issue in any hotel in cancun and we come from canada every single year. We cn ignore room n food n rude staff in playa 1 building but how do we as parents ignore not letting us spend time n let our kid play in kods zone because even one of us cnt enter. If your on a budget go to Crown Paradise a few hotels down. And seadust. They allow parents in the kods club to have fun and build memories. Avoid this alhotel at all costs. This is only day 1 for us we still have to tolerate this place till Friday and wasted $5000 on this place. believe all the bad reviews. I think they pay people to give good reviews.

  Jan 24, 2026
• 

  Don't come here to relax

  We read a few negative reviews of the hotel before we left home and thought some people are never satisfied and it can't be that bad. Sadly we were wrong. Negative points first 1 The buffet restaurants always had long queues unless you wanted to eat really early . Considering the size of the hotel , both restaurants were totally inadequate. It was not uncommon to have queue for up to an hour for any meal. The food was typical of most all inclusive hotels and although not too bad it was rare to get anything that wasn't luke warm or cold. The waiting staff were very mixed as far as service was concerned but responded a lot better when you put 50 pesos in their hands. We managed to book one speciality restaurant with difficulty. This has to be done via an app, but as the wifi was not that good in some areas it was difficult. 2 The pool area had very little space for sunbeds . I counted 52 one morning which for a hotel with 300 plus rooms is far from adequate. If you found a sunbed without a towel on it and managed to stake a claim, you were forced to listen to exceptionally loud music all day courtesy of the entertainment team Many people picked up there beds and took them down to the beach . This was a bit quieter but still very busy. 3 Rooms were adequate but dated. Our room was cleaned every day, but sometimes this this didn't happen until late afternoon. Its also worth noting that most of the standard rooms don't have a balcony which isn't made clear when booking. 4 There are virtually no adult only areas where you can go to get a bit of peace. There is one adult only bar - La Cantina- which is not very big and doesn't open till 6pm. There is no seating in the reception area although its a very large space. Basically if the weather is bad, which it was on one day, you have to go to your room because there is nowhere else. Positive points 1 La Cantina bar - nice little bar that is adults only. Manuel the barman was great . 2 Los Agaves restaurant. Its worth coming if you can get booked in. In closing this is not a place for couples. There were mainly families here. Some of the kids were pretty noisy and running around the restaurants unchecked while mum and dad ate there meals.

  Jan 24, 2026
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  Both things can be true.

  Review: Grand Oasis Cancun My stay at Grand Oasis Cancun was very polarizing, and it largely came down to access to different sections of the resort rather than the room itself. The first couple of days, before upgrading my package, I would rate the experience about a 2–3 star stay. The food was fine with plenty of options, but the resort felt extremely crowded and rushed—almost like a cattle call. Service was adequate, but nothing stood out. One issue that really needs to be mentioned was cleanliness. The room itself did not change at any point during my stay. During those first days, I personally saw at least six cockroaches in the room. I was told the issue would be addressed and that they would work on getting me moved, but that never happened. I was also told the room would be sprayed. To their credit, the staff did acknowledge the issue. The following morning, I received champagne and fresh fruit, which was appreciated, but the room situation itself was never resolved. This is something future guests should be aware of. Once I upgraded my package, the overall experience outside the room changed completely. The upgraded sections of the resort felt like a different world—much calmer, with better service and significantly better dining. The restaurants in the upgraded area were excellent. One standout was a 16-course Mexican tasting experience, and another was a dining-in-the-dark restaurant—both memorable and very well done. This side of the resort really shows how different the experience can be depending on your package. As for amenities, the lazy river and pools were not warm, which was disappointing, and the ocean was rough during my stay. I did go into the sea but never fully submerged due to the conditions. Bottom line: The room did not change, but the package you choose dramatically affects the experience. Without the upgrade, the resort feels crowded and chaotic, and unresolved room issues are frustrating. With the upgraded package, the dining and service are genuinely enjoyable. This is a resort where expectations need to be set very carefully.

  Jan 22, 2026