The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17703 reviews

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  BEWARE of extortion!

  My college age daughter and her friend checked in and found their bathroom door completely busted. They tried reporting that night, but now one was at the desk. Upon reporting it first thing in the morning, the hotel accused her of breaking the door, locked her out of the room and extorted money from her to let her back !

  Mar 22, 2026
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  A Complete Disappointment From Start to Finish

  I rarely leave reviews, but this stay crossed a line that people should be aware of. From the moment we arrived, basic service was inconsistent at best. The WiFi barely worked the entire stay, which made even simple things frustrating. The room itself was poorly maintained and not properly cleaned. Basic upkeep felt neglected, and the overall condition didn’t match what you’d expect from a resort. Even the pillows were rock hard and uncomfortable, which made it difficult to get a decent night of sleep. Our room was also missing essentials like towels, the minibar was never stocked, and we weren’t even provided water. We made multiple requests through the app, over the phone, and in person, and nothing was ever resolved. It felt like asking for the bare minimum was somehow unreasonable. The food was also a major disappointment. For an all-inclusive resort, the quality was poor and repetitive. Getting into the restaurants was nearly impossible. Reservations were either unavailable or fully booked, and the alternative was long lines and slow, disorganized service. You end up wasting a big part of your day just trying to eat. The real issue came at the end. We were suddenly accused of damaging sheets due to self-tanner and told we needed to pay. Fine, disputes happen. But instead of handling it professionally, the hotel escalated things in a way that was completely unacceptable. They locked us out of our room. Our keys were deactivated, and we were told we could not re-enter unless we paid the charge immediately. No discussion, no proper review process, just pay or be denied access to the room we already paid for. That’s not customer service, that’s coercion. We had no choice but to pay under pressure just to regain access to our belongings. This wasn’t a misunderstanding. This was a pattern of poor service followed by aggressive, unethical handling of a dispute. For an all-inclusive resort, the experience felt anything but inclusive. It felt disorganized, unresponsive, and ultimately hostile when it mattered most. I would strongly caution anyone considering staying here. There are far better options in Cancun where basic hospitality and respect for guests are still part of the experience.

  Mar 22, 2026
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  5 ⭐ Review for The Grand Oasis Cancún

  I stayed at The Grand Oasis Cancún during spring break, and it was exactly what they promise — a fun, energetic, all‑inclusive experience right in the center of Cancún. The resort definitely delivers on the party vibe, and the atmosphere is perfect if you’re looking for a lively vacation. One tip: make your reservations for restaurants as soon as you check in. It makes the whole stay smoother. The drink lines can get a bit long during peak times, but the bartenders are cool about it — just ask for a few drinks at once and you’re set. They gave me a decent room, everything worked, and the location is unbeatable. If you’re looking for a place to have a genuinely fun time with that classic spring break energy, this is the spot.

  Mar 20, 2026
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  Worst Experience - Do Not Stay Here

  I do not recommend this hotel to anyone. When we arrived they had no room available for us and when they finally found us a room it was not the room we stayed paid for. The room was facing a garbage dumpster, a generator running so loud you can't sleep, a bar underneath you where the music and people yelling until 3 AM, a toilet that didn't work, no room service and had to find room service to ask to clean the room. The front desk was rude and not accommodating to help is in any way shape or form. Every 12 feet there is barf everywhere from kids drinking too much. You have to get up at 530 to get a spot by the pool side. Only had an option to select a reservation at 1 restaurant and was told restaurants were first come first serve and when we arrived they turned us away as we had to make a reservation. There was no live music so the atmosphere dull and all you could here is drunk kids screaming. Just an awful experience!!

  Mar 18, 2026
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  STAY AWAY

  will never stop in this resort, they created inconvenient for grand oasis bracelet to make more money for convenience created for pyramid black bracelets. Most restaurants extra cost or just for pyramid bracelets, bars open at 9am only for black bracelets rest of bars opened after 11am and located far places. Service attention to black bracelets, no one care about you if you have blue (grand oasis) bracelets The resort very outdated even pyramid rooms. The beach no one clean the weeds and trash, just tractors rides in the morning in the middle of the of beach creating the line but not pick up trash and weeds beach becoming black send instead white👎 Coffee shop located on the north wing preparing coffee upfront and when you order the latte they just steam milk and pour ready coffee to your cup😃 can’t even drink it, taste just milk. the south side they do the right way expresso

  Mar 17, 2026