The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17352 reviews

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  NOT FOR FAMILIES WITH TEENS

  I am writing this review to warn families, especially those with teens, about our recent stay at the Grand Oasis Palm from February 16th to 19th, 2025. This was intended to be a memorable senior trip for my daughter and her friends before they depart for college, but instead, it was a profoundly disappointing and, at times, frightening experience. Our issues began immediately upon arrival. Despite completing online check-in days in advance, we were forced to endure an excessively long check-in line, alongside guests who had not pre-registered. The process was slow and inefficient, with only one staff member attending to guests for an extended period. Furthermore, we received no orientation regarding the resort, the different bracelet tiers, or the available amenities. We were left to navigate the property entirely on our own. Upon finally reaching our room after a long day of travel, we discovered it lacked blankets. Attempts to contact guest services and the concierge were unsuccessful, and we were forced to spend a frigid night without adequate bedding. The following day, February 17th, we attempted to engage with the entertainment and activities advertised on your website. However, the promises of “live performances, concerts, music festivals, and themed parties” proved to be false. The resort catered mainly to adults, with no activities or entertainment suitable for teenagers. The advertised “Sports & Activities” were limited to a mere two options listed on the app. We were also subjected to a distressing incident involving a reported armed individual. A guest was seen running and screaming about a gun, and subsequent conversations with other guests confirmed that they had witnessed the incident and had video evidence. Despite this, staff members denied any knowledge of the situation and failed to provide any information or safety instructions to guests, leaving us feeling deeply concerned and vulnerable. My daughter was extremely frightened by this event. My concerns regarding this and the lack of blankets and towels were reported to the concierge, who took my room number but never followed up. I had to request blankets and towels a second time. Further compounding our frustration was the lack of basic amenities and information. The pool closed at 8 PM, leaving us with no evening activities. We struggled to find any bars, other than one of the swim up bars, serving frozen drinks. We were also told we could only exchange our towels once a day, even in heavy rain, which is completely unreasonable. The resort’s all-inclusive model was misleading and restrictive. We were limited in our access to amenities and services based on our bracelet tier, we couldn't even get ice cream from the ice cream parlor, not even pay extra for it, like we were told Black bracelets only. This tiered system directly contradicts the concept of an “all-inclusive” experience. The advertised entertainment, such as the fire show, was not well communicated, and we were unable to locate it. The only positive aspects of our stay were the hot dogs from the food court and breakfast from the buffet. In summary, our stay at the Grand Oasis Palm was a complete disaster. The resort failed to deliver on its promises of entertainment, activities, and basic amenities. The lack of communication, the inadequate service, and the security concerns made for a truly unacceptable experience. I will never recommend this resort to anyone, especially families with teenagers. I spent a lot of money on this trip and didn't pay to stay by a pool, for two whole days, because that was the only place my teen daughter could go and hang out and the last night of our stay we found a sports bar they could go into that had old video games from like the 80s. HORRIBLE!!!!

  Feb 20, 2025
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  winter getaway

  We arrived at the hotel 3 hours after we landed at the Cancun airport around 7pm, we were charged $98 cdn funds for environment fee(3 times the amount that the other resorts charge that we stayed in in November). Once in the room we found bugs on the bed, the floor, and the closet. We finally received a comparable room around 10:30pm. All bars close at 11 pm, daily. There was a buffet style restaurant open till 5 am which we went to. It was the worst buffet we have ever had in the Cancun area. Both buffets on the property were, at best, a 3 out of 10. We also encountered long lines up at the pool bar and at the buffet on Friday, Saturday and Sunday. If you did not get out of bed and reserve a lounge chair by 7am you did not get one. Even though this was an all inclusive resort they charged you for many of the a la carte restaurants. The steak house was terrible and the Mexican style restaurant was average once you were seated after 40 minutes of wait time. They only clean your room every other day if you remind them. Not once was the room cleaned properly or any of the towels replaced every time during our 7 day stay. I would not recommend this resort to anyone. They also charge you for the use of the safe, if you use it.

  Feb 18, 2025
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  Worst Resort in Cancun...unless you are looking for drugs!

  This resort is terrible and I really don't know where to start. 1. The food, especially the buffets, are terrible and the food was normally ice cold. 2. Lots of trash all over the resort that rarely got cleaned up. 3. Completely overcrowded. We were told the resort was only 75% occupied and we still couldn't get a chair by the pool unless I went out at 7am to claim them. 4. It routinely took 15 minutes to get a drink at any bar on the property. Because of that, be prepared to get 3 or 4 drinks at a time so you don't have to go back to the bar so often. MAIN REASON TO AVOID: We were approached by drug dealers and offered marijuana and cocaine AT LEAST 5 times a day!! We reported it to a staff member and absolutely nothing was done and I doubt they told any of the supervisors. These dealers were just walking up to us regardless of who was around including children. We were approached by our room, in line for dinner, at the pool, next to the sports bar....the dealers had free access to the entire resort. Avoid this resort at all costs!!

  Feb 18, 2025
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  Not worth the price

  Im currently staying at Grand Oasis Cancun till Tuesday February 18th with a group of 25 people and the experience has been one of the worst resort experiences I’ve ever had. We are staying for 5 nights and nearly every aspect of our stay was disappointing, frustrating, and simply not worth the money. Customer Service I’m extremely disappointed with the customer service at this resort. From the moment we arrived, the staff has been unhelpful, unresponsive, and inattentive to basic requests. Whether it’s long wait times, lack of communication, or an overall dismissive attitude, the experience has been far from what I expected. A resort of this caliber should prioritize guest satisfaction, yet it feels like customer service is an afterthought. Water is definitely something hard to get by from room service and front reception.This has negatively impacted my stay, and I hope management takes immediate action to improve their service standards. Rooms My stay at this resort has been extremely disappointing. The rooms were in terrible condition—unclean, poorly maintained, and far from what was advertised. To make matters worse, I found cockroaches in the room, which is completely unacceptable for any hotel, let alone a resort. The lack of proper hygiene and upkeep is alarming, and it’s clear that management is not prioritizing guest comfort. Food My experience at this resort has been disappointing overall. The buffet food was terrible—bland, poorly prepared, and lacking variety. For a resort, I expected much better quality and freshness, but it was clear that little effort was put into the buffet offerings. Bars also are limited to open spots, there should be at-least 1 bar thats kinda open late night. However, I will say that the restaurant was a bright spot in my stay, with much better food and service. The Only good positive The view and location is beautiful, and the hotel aesthetically looks stunning. The polishing of the floors in the hallway was really nice to see as well… Overall Review My overall experience at this resort has been disappointing. While it’s clear that time and effort have been spent on polishing the floors and maintaining certain areas, that same attention is desperately needed elsewhere. The rooms were in horrible condition, even having cockroaches, which is completely unacceptable. Customer service was poor, with staff being unhelpful and unresponsive. The buffet food was also subpar, though the restaurant was a rare positive aspect of the stay. If management invested as much in improving the guest experience as they do in appearances, this resort could be much better. Unfortunately, as it stands, I wouldn’t recommend it.

  Feb 18, 2025
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  Serious Safety Concern – Traumatic Experience at Grand Oasis Cancun

  I am writing this review to share a deeply traumatic and life-threatening experience my husband and I went through at Grand Oasis Cancun on February 17th at 12:30 pm. As guests at this hotel, we witnessed a shooting right in front of us. I am pregnant, and we were together at the time. We had to hide on the ground to protect ourselves, as the shooting happened dangerously close to us. Shockingly, there was no security or police presence during the incident. Lack of Security and Safety Measures: Not a single security guard or police officer was present at the scene. We were left completely vulnerable and without any protection. This raises serious concerns about the safety protocols (or lack thereof) at this hotel. No Emergency Assistance or Support: After the terrifying incident, we rushed back to the hotel, shaken and in shock. Despite my pregnancy and the traumatic experience we had just endured, no one from the hotel staff checked on us, offered medical assistance, or provided any emotional support. Management’s Unacceptable Response: When we approached the hotel management to request a written statement or access to security camera footage to confirm that we were present during the incident, they refused. They denied any responsibility, claiming that the shooting occurred outside of their property. However, when I asked them to repeat this on an audio recording, they retracted their statement. Their dismissive attitude and lack of accountability were appalling. Impact on Our Experience and Trust: This experience was not only traumatic but also left us feeling completely abandoned and unsafe. The hotel failed to take any responsibility or provide the necessary support to their guests. Their unwillingness to even acknowledge what happened shows a severe lack of care for guest safety and well-being. A Warning to Future Guests: If you are considering staying at Grand Oasis Cancun, I strongly urge you to reconsider your decision. The complete absence of safety measures and the hotel’s refusal to take responsibility for guest safety is alarming. We came here expecting a relaxing vacation but instead experienced a terrifying and life-threatening situation. Your safety and peace of mind should be a top priority when choosing a hotel. Unfortunately, at Grand Oasis Cancun, they failed us in the worst possible way. I hope this review serves as a warning to others, and I sincerely hope the hotel takes immediate action to improve its safety protocols and guest support system. No one should ever have to go through what we did.

  Feb 17, 2025