The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17687 reviews

• 

  A lovely place with great food

  We were delighted at the staff’s hospitality, especially Diana from LeBuffet, who was amazing. The food was at an excellent level.

  Mar 08, 2026
• 

  Amazing experience with Kevin

  We had Kevin as our server for the cabanas, he was absolutely amazing and made our stay wonderful. Drinks were on point, and he even went as far to make custom drinks (aka corn pop martini, ect). Will be back for a 3rd time!

  Mar 06, 2026
• 

  I would recommend this resort to everyone. You will have the best time. Great food, great workers, fun activities,

  The resort was very well maintained and beautiful , the rooms were a great size. They were cleaned and fridges restocked daily.

  Mar 03, 2026
• 

  STAY AWAY - NOT 4 or 5 stars as advertised, it is a 3 star at best

  I recently stayed at Grand Oasis Cancun, and unfortunately, it was a huge disappointment from start to finish. The property looks beautiful in the photos, but the reality is very different. First, the room cannot be defined as 4 or 5 stars as advertised, it is a 3 star at best and that’s being very generous! The room itself is very outdated, the bathroom had visible black mold stains, and there was a musty smell that never went away. Housekeeping was inconsistent and often skipped basic things like replacing towels or refilling toiletries (despite us tipping them daily), we had to call and complain and only then were the items replaced. The staff was another major issue. While a few employees were polite, most seemed uninterested and unhelpful. Simple requests took hours to be addressed, and when we raised concerns about the condition of our room, we were met with indifference rather than any real effort to fix the problem. We asked on numerous times to be upgraded to the “black bracelet area of the resort” and we were willing to pay to upgrade to only be told no that they could not do that. The air conditioning in the room, when we first arrived it was not working properly – it took 3 calls before they sent a tech to fix it on our third day of being without proper a/c, he opened the main trap door and within seconds it started blowing out cold air – it seemed to me that they had some kind of regulator on and he turned it off so that the cold air could commence. And lets talk about the poor sound proofing in the resort and lack of security, every day between 1AM and 5AM drunken people screaming in the hallways and the sound travelled into the room as if the person screaming was at the end of our bed in the room with us, we barely had any sleep at this resort, what was supposed to be a relaxing vacation to destress for us ended up being the total opposite! The amenities were also poorly maintained. Not enough lounge chairs on the beach or around the pool, people would wake up at 5am and reserve them with towels. We ended up renting a cabana for the week so that we had a place to relax and enjoy the beach, it cost us an additional $9,240 pesos (just over $500USD) for the week. For the price we paid, we expected a relaxing and enjoyable experience. Instead, we left feeling frustrated and disappointed. I would not recommend this resort and will not be returning. There are far better options available for the same price or even cheaper in Cancun.

  Mar 03, 2026
• 

  Listen to the reviews. DO NOT come here

  We should have listened to the reviews. We thought “it can’t seriously be THAT bad” but it absolutely IS that bad. This is BY FAR the WORST experience I’ve ever had at an all-inclusive resort. We are currently still stuck here. It’s our 3rd day, and we are on our 3rd room-which is STILL unacceptable. The first room we were given at check in had two double beds (not queens) despite requesting a King, and it smelled so bad I was stunned. There was mold everywhere and the room was so so dirty. I was horrified. We immediately went to the concierge because I didn’t even feel comfortable putting my suitcase down on the floor, let alone shower or sleep in there. We were moved to another room with two double beds (we requested a King when we booked). It smelled better but was still wildly unacceptable for how much we paid for this place. We put in a request to get a King room ASAP and they were able to move us on day 2. Upon moving to our 3rd room, we discovered that our fridge was broken and it needed to be restocked with water etc. We put in the request for that twice on day 2, and it did not happen. We were startled awake on day 3 at about 7 am to what sounded like someone throwing armloads of 2x4s in the room above us, and sweating because our air conditioning was not working. Cherry on top was finding cockroaches in our bathroom. We again went to the concierge to ask why our fridge was not fixed, nor stocked and to get our air conditioner fixed. After pointing out how bad the experience has been an how they needed to do SOMETHING to make this right in addition to rectifying the problems that were already highlighted, we were given a reservation at one of the restaurants reserved for pyramid guests only (I suspect something will go wrong with this, but it’s tomorrow so I’ll have to come back to update after that happens). I was told all would be taken care of. Coming back to the room after a day at the pool, the fridge was replaced and stocked, but the air conditioning STILL does not work. I called the concierge desk and was told that maintenance did not know when they’d be able to fix our air conditioner, and that they could move us to yet another room. Side note: we were told that this place was 98% booked at check in, so I’m curious how they’ve got so many rooms to move us around. I told them I do NOT want to move again unless it’s to another hotel and that I could suck it up if they assured me that it would get fixed tomorrow with no excuses. They said they will come “clean it out” but they can’t promise to get it working again. This is BY FAR the worst experience I have ever had, and I’m truly not hard to please. On top of all of that, the majority of the guests here are essentially local teenagers and they are so obnoxious-butting in line everywhere and generally having zero manners. I will NEVER stay at this hotel chain again, let alone this particular hotel. We have been to the Cancun area 3 times in the last 14 months, and this was shockingly the most expensive trip out of all of them. I’m so angry. Air Canada Vacations will also be receiving a lengthy complaint-they need to remove this resort from their offerings. Even the local AC Vacations rep at the hotel said he’s gotten nothing but complaints about this place. The only reason I gave this 2 stars is because of the general staff. The bartenders and restaurant staff have been wonderful. It’s not enough to ever come back here, but I do have to give credit where it is due. We have 4 more days here, and I’d bet money that our disappointments are not over yet. I’ll be back to complete this review when we leave (if we don’t just cut our losses and get the hell out of here early)

  Feb 27, 2026