The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17813 reviews

• 

  1/5 — False Advertising, Terrible Service & Extremely Disappointing Experience

  1/5 — False Advertising, Terrible Service & Extremely Disappointing Experience Our stay at Grand Oasis Cancun was incredibly disappointing. The rooms were nothing like advertised, the food quality was terrible, and there were virtually no suitable vegetarian options despite being an all-inclusive resort. Accessibility is a major concern. Guests with mobility issues are effectively excluded from evening entertainment, as reaching the shows requires climbing dozens of stairs with no elevator or accessible alternative. Our first night was a nightmare. The toilet flooded, and despite calling 17 times and waiting hours, nobody came to help. We weren’t moved to another room until after 2 a.m., and we also encountered dirty, apparently used towels. Completely unacceptable hygiene and customer service. To make matters worse, we booked a rental car through the hotel’s Oasis Experiences, receiving confirmations via email, WhatsApp, and an official booking confirmation. The car was scheduled for 11 a.m., but after making us wait until noon and sending us back and forth, staff informed us it had been cancelled. They refused to help or offer a solution, leaving us to spend significantly more on taxis and wasting valuable vacation time. The most frustrating part was the complete lack of accountability. Mistakes happen, but the indifference, misleading advertising, poor hygiene, inaccessible facilities, and refusal to resolve problems are unacceptable. I would strongly advise against staying here, especially for families, vegetarians, or anyone with mobility challenges. This resort falls far short of what it advertises and what guests should reasonably expect from an all-inclusive vacation.

  Oct 11, 2026
• 

  Not a great place to stay or eat.

  Pros: The people working there are fantastic..very helpful and courteous. Cons: 1. Welcome was very poor and uncoordinated. We had to ask multiple people about how things worked. 2. Room smelled musty every time we entered. There was no light in the bathroom for night time. Our shower had cracked tiles and the grout was covered up with some sort of black tar. We could not get hot water from the shower and also had trouble turning off the water. 3. There were no beach towels in the room as we were told. 4. There were no hand towels in the bathroom when we arrived. After housekeeping came the next day, we had no wash cloths or hand towels...we had to call to get them. 5. The bathroom design is terrible. You can only open the door 90 degrees so you had to close the door to get into the shower or left hand sink or squeeze by. 6. Upon check in there were 2 smoke detectors going off in the main area. Upon check out 2 days later (we left early), they were still beeping. We were told the maintenance staff did not have time to change the batteries... 7. Wine - don't even try it. Awful! 8. We were disappointed in the food they served. It was mediocre at best. We left early and stayed at a 5 star hotel...much, much nicer.

  Oct 10, 2026
• 

  The hotel presents itself as a 4-star resort. Spoiler: no way.

  Currently staying at Grand Oasis Cancun. The hotel presents itself as a 4-star resort. Spoiler: no way. Let me start with the positives. Most of the staff are friendly, the Wi-Fi is good, and the entertainment is somewhere between acceptable and good. Unfortunately, I cannot list many more positives. ☹️ Room cleanliness: barely 3 stars, if even that. I have stayed in 2-star motels that were considerably cleaner. When we first entered our room, the floor was so dirty that I would not feel comfortable walking on it barefoot. We reported it to the concierge, but even on the second day, the floor was still dirty enough that I had to keep my shoes on in the room. After I raised the issue again, this time understandably frustrated, they finally sent a cleaner. The floor was washed, but apparently that was all. I didn't specifically mention the vanity countertop, the kitchenette table, etc., because I assumed basic cleaning would include those areas. Apparently not. Room amenities: uff… where do I start? The AC runs, but I don't think the thermostat has worked properly in years. The only way to control the temperature is by physically turning the AC on and off. That's not something I want to be doing in the middle of the night. There is also no dresser in the room, so most of our clothes have to remain in the suitcases or on chairs. Pretty much everything in the room needs serious touch-ups or renovation. The condition of the shower and vanity makes you use them very carefully. I'm not a particularly squeamish person, but there is a limit. I am simply not comfortable using a shower with visible black mold. Overall, I get the strong impression that the property is not being properly maintained. Food and drinks: There are plenty of bars around the resort, which is another positive, but the drink selection is extremely basic and cheap. The buffet is similar. You won't go hungry, but the selection and variety are well below what I would expect from a 4-star resort. Excursion booking: We also booked an excursion through the Oasis Experience service. The price initially quoted by the agent was lower, but when I paid, I was charged approximately 15% more. Unfortunately, I didn't notice it until after making the payment — my mistake. When I pointed out the difference, the agent simply pointed at the computer screen and said it was "the computer system." Apparently, that's supposed to explain everything. I understand that these services make money through commissions and that many vacationers may be one-time customers. But basic transparency should still matter. Bottom line: Unless your expectations are very low — or unlimited cheap alcohol is enough to make your vacation enjoyable — I would seriously reconsider choosing this resort. I'm writing this mainly to warn other potential guests so they know what to expect before booking. For me, the biggest problem isn't that the hotel is old. It's that it feels poorly maintained and not managed to the standard expected of a 4-star resort.

  Sep 16, 2026
• 

  Springbrook hotel

  Luxury? No Beachfront? Sort of All inclusive? It's complicated This hotel has a spring break vibe. No joke. If you don't like constant party music, be sure to secure a room with a lagoon view.2452 is a quiet room with a balcony, beautiful sunsets, and lagoon view. We got this room after seeing the concierge about changing from our poolside room or booking us in another hotel. Billed as all inclusive, you will be limited to certain restaurants,lounges and even ice cream and coffee shops unless you are a "pyramid member." Beach access is locked until 9am. There are several stairs to get to it, and if you want to get into the ocean you will have to walk through 10 feet of seaweed because this hotel does not remove it like other hotels. The food is ok.lots of fresh fruit. Poolside burger really delicious. All hotel staff are friendly, accommodating, and wonderful. If you like a perpetual spring break, you will absolutely love it here. If you want a relaxing, peaceful, oceanside vacation, I recommend going elsewhere.

  Sep 06, 2026
• 

  Coyote bites restaurant

  Gerardo in Coyote Bites was great, super helpful and always smiling. Food was tasty and quick too :)

  Aug 23, 2026