The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17640 reviews

• 

  First & Last Time Staying Here!

  The good things: the beach, the fitness center, the pools, the coffee and gelato shop and a couple of the restaurants are okay. The bad things: the rooms are old, small and dated, the language barrier was a real problem, the layout is very confusing until you have been here a couple of days, only one elevator worked in our 6 story building which housed hundreds of people, the snack food was questionable, the buffets were strange (considering other all-inclusive buffets that we have been to). There were several restaurants that weren't included and you had to pay for others (the upper-scale ones) plus some had nights where they were closed. The lines to get in food places was always long. This place is very large so I think that makes it have lower standards of hospitality and food.

  Jan 28, 2026
• 

  Extremely Disappointing “All-Inclusive” Experience

  Cons (the overwhelming majority of the experience): - Buffet food for lunch and dinner was at least 70% identical every single day - Zero fish or seafood — completely unacceptable for a resort in Cancun - As a Grand Oasis Hotel guest, only 2 pre-booked restaurants were included: Steakhouse and Italian - Every other restaurant was paywalled unless you upgraded and paid $35 USD per person, per day - If you didn’t upgrade, you were punished with: - Rubber, chewing-gum quality steak, Knives are so dull they couldn’t even cut the meat - We paid $3,600 for two people for a 7-day all-inclusive trip and were still treated like second-class, budget guests - Embarrassing to say, Cuba’s food was significantly better than this so-called “luxury” resort - An all-inclusive resort should not feel like a constant sales pitch - Food, drinks, and access were intentionally restricted to pressure guests into spending more - The bar closest to the beach (by the staircase) refused to serve my wife a drink solely because we didn’t have a higher-tier wristband - This made it painfully clear that the resort values money over guest experience - Restaurants were nearly empty (we went early), yet we were: - Consistently seated in the back of the 2nd or 3rd section - Made to feel unwelcome and deliberately sidelined - This treatment appeared to be due to: - Our level of stay, or - Staff lacking professionalism, courtesy, and basic hospitality - Although a very small number of staff did stand out positively - Maitre d’ / buffet door staff (Yashiro) was: - Disrespectful, rude, spoke very poorly and aggressively to my wife and clearly needs serious retraining on how to speak to paying guests Pros (the only redeeming qualities): - Beach was beautiful - Room was nice and clean Final Thoughts: - You travel to an all-inclusive resort for beach, food, and drinks - When food and drinks are locked behind upgrades, the entire concept fails - This resort prioritizes upselling and wristband hierarchy over hospitality - Guests who don’t pay extra are treated as inferior - Would not return - Would not recommend to anyone

  Jan 28, 2026
• 

  🚨Total failure of management🚨 – the Grand Oasis Cancun is an open-air humiliation🚨🛑

  🚨Total failure of management🚨 – the Grand Oasis Cancun is an open-air humiliation🚨🛑 The Grand Oasis Cancun has become a textbook case of mismanagement. A hotel that once had an identity, atmosphere and reputation is now reduced to an empty, boring and dysfunctional resort, kept alive only by misleading marketing and the ignorance of new guests. The bars close at 11 PM. In Cancun. In a hotel that still dares to describe itself as 'festive'. It’s indefensible. From this hour, the hotel shuts down completely. No more atmosphere, no more activities, nothing. The silence is heavy, awkward, almost depressing. We seriously wonder where the money we paid went. The casino has been retired, eliminating one of the last nightspots. This choice alone demonstrates a total disconnection between management and the reality of customers. Result: endless, empty, soulless evenings. A hotel in Cancun that achieves the feat of being dead at night—it’s almost impressive. But the worst thing is the service in the bars, or rather the total lack of service. Only one bartender per bar, despite huge crowds. The queues are absurd, poorly managed, chaotic. You have to wait between 15 and 25 minutes for a simple drink, sometimes more. It’s no longer leisure, it’s forced patience. The staff is visibly abandoned by management, exhausted, under pressure, unable to offer minimal service. The fault is NOT with the employees—it is 100% managerial. We spend more time in line than enjoying. At this level, the all-inclusive plan becomes a scam in disguise. What shocks most is the impression that no one at the head of this hotel cares about the customer experience. Staff cuts, entertainment cuts, service cuts... but no effort to adjust expectations or prices. It is an outright exploitation of the past reputation. The Grand Oasis Cancun is not simply disappointing: it is poorly thought out, poorly managed and unworthy of the travelers' trust. Cancun is full of superior hotels at all levels. 👉 Avoid this property if you respect your time, money and vacation. This management deserves to be questioned, seriously.

  Jan 28, 2026
• 

  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
• 

  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