My family and I been to several resorts around the world. This is our second time at Cancun Mexico. This year we Stayed at The Pyramid at Grand Oasis the VIP section. The resort is really big and beautiful. The room can be improved. The bathroom are very outdated. The Pyramid at Grand Oasis have the worst customer service. If you are not willing to participate in the 90 minutes session/meeting ( regarding buying timeshare), they won’t treat you right. I have also noticed that they treat minority very different. Every resort that we been too we always had a concierge that help us with everything, and help answer any questions and concerns we may have. We stayed for 6 days at the resort, our concierge never reach out to us. While we were checking in, they were giving us a lot of attitude. Our room wasn’t ready until 345pm.  I never been to a resort where they did not welcome you. While checking in we met another couple which stated that they felt  very uncomfortable checking in and wished they had book with another resort. Late on that same evening, the same couple said the resort staff were being very rude to them. Most of the staff don’t have any type of customer service skills. When we were leaving they didn’t even thank us for staying . 20 restaurants but only 3 that are pretty good however it is very difficult to get reservations for them. Drinks are really water down. The hard working staff ( housekeeping, room service, bartenders and waiters ) were very polite and treated everyone nice. Everyone that I met were saying the same things beautiful resort but bad customer service. If you going there for swimming in the pool and are willing to seat in that 90 minute session to buy time share, this resort is for you.

If I could give 0 stars I would. Stayed here in June for 7 days. Worst time I have ever had. The rooms were disgusting. Food was not even editable. Always left the resort to eat. No good liquor at all. 95% of the staff does not speak English which I understand were in Mexico but still. Our key cards never worked for our rooms. Always had to go get a new one and would work one time. We were lucky to have a room on the first floor so we were able to use the slide door every time we need to get into our rooms. They don’t give you towels when you request and when you take some from the beach they yell at you and say bring it back by 5pm or we will charge your room 50$.do not stay here!!

Our first experience was a very decent one although better was epected of an all inclusive. The check in was slow with only one worker, ( plus side is they have snacks and drinks while you wait). We did get upgraded to a pyramid room wich had oceanfront view. The stay was comfortable although again a few technicalities like our room door not working, not enough lounge chairs by the pools etc. I would give this hotel a second try since most discomforts werent huge.

We visited 8 years ago and loved it. It had a little chip and putt golf course. They still had it as an amenity but it no longer exists, so very disappointed. The food was great at Careyes, if you could eat there every night it would be amazing. All other food outlets were terrible and drinks were not good. The resort is nice, but overall not impressed.

Things I liked: -food is pretty solid. Wings from the food stand and the food at the Market buffet are very good. Things I disliked: -customer service is atrocious. I’ve never heard the word “no” being said so much at a resort. Whether it’s them not being able to serve tequila shots at Coyote Loco, or that the kitchen is closed at random times with no explanations.. nobody takes accountability for anything. Most of them don’t even smile. We’re at a resort for Christ’s sake. Show some enthusiasm. -Casino is 100000% a rip off. We played a game of poker, and despite them saying they take a rake of 5%, they routinely took more and wouldn’t have an answer when we call them out. It looks like they hire employees with no intention of speaking decent English. Oh, and you have to pay for drinks in the casino. -quality of the bedroom is mediocre at best. The AC is maxed out and I was never able to get it lowered. Shower is too strong. Outdated designs.

Just got back home from this hotel. This hotel is not all inclusive. If you go to the bar you have to pay for a lot of drinks. And the service is horrible, I waited on line for 50 min to get 1drink. The rooms were horrible beds were so hard like a rock. Shower was very very small. Ive never been so angry with a hotel before. If you want to go to a restaurant you have to book 24 hours before but they still wont have availability and they say the restaurant is fully booked when no one is even there. Overall VERY BAD HOTEL!

This was one of the most horrible experiences. The room was old and extremely smelly. The mildew smell was unbearable. It sent me into an asthma flare up. Attempted to tell management. In hindsight, I think they lied about being a manager. Can't remember the lady's name. They told me they had no other room they could place me in. The AC didn't work well during the day. At night it did get cool and hotel offered no blanket or comforter for the bed. Only a sheet. Luckily I had a blanket I brought with me. I would never stay at this place again. I immediately left after the 1st night and booked another hotel forfeiting all the money I spent in that hotel. It was overly crowded but it was Memorial day weekend. They only serve low quality alcohol that gave me a very bad headache and stomach ache. They have a nice cocktail bar that you have to pay extra for premium liquor after already paying extra for pyramid status. Please do yourself a favor and don't stay here unless you have no plans of being on the resort and is use to smelling mildrew.

Do not stay here! We stayed in a suite and were “vip”. Customer service is great everyone that works at this resort is wonderful, it is NOT all inclusive however. Every time you eat (the food is NOT GOOD, except at the reserved restaurants) at a restaurant they ask for your room number. We had an outstanding bill that was not corresponding to what we agreed to pay for that was one bottle of champagne and when I requested an itemized receipt they did not respond. Our door was opened a million times without our permission by who knows. We had a random guy sleeping on our couch at one point! 0 stars

Usually I’m never the one to write a review but I am just very disappointed. This is my first all inclusive resort & it was just a horrible experience. Check in for me was fine & easy. Maybe because I went through VIP & I will say that ALL staff was very pleasant and helpful. That’s the only two positive things I have to say . 1. The food was HORRIBLE. HORRIBLE. HORRIBLE. I spent 4 days here & believe me I couldn’t wait to get back home to the US. & watching the chefs cook was even more disturbing. I watched the chef at “hippie chic” pull his mask down and eat while cooking the customers food. How that’s sanitary ? I dnt know. 2. Pool and rooms need to be renovated. All towels in my room smelled like they were washed and wasn’t giving enough time to dry. 3.hotel is FAR from luxury & way to many kids 21 and younger running around. 4. I will never recommend this resort to anyone. I only enjoyed my time with my husband But at the resort ? You could forget it PICK SOMETHING ELSE. the whole place should be renovated. Oh and make sure your room has a do not disturb sign I bolted my door. They rang the door bell and attempted to open the door three times with it BOLTED. That’s crazy . I’m over this resort . PICK SOMEWHERE ELSE !

It’s an all inclusive resort! We took the VIP plan paid more than 7k for 9 days just to make sure i have everything. We wanted a chair to sit on at the beach, we had to reserve one, We wanted to enjoy a party, We had to pay for a bottle service. We wanted food from room service, we had to pay for it. And our bracelet is VIP (whatever that means here). 2 days in so far and i’m out 500$ US on top of the 7k we paid for the whole stay. Disappointing, expect hidden fees and facts everywhere.

I cannot say enough good things about this resort. From Check-In to Check-Out we were blown away with the friendliness of staff, the quality of the food/drinks and the cleanliness of the facility. Brandon M. was our VIP Check-In guide. He assisted us with making reservations at the exclusive restaurants and answered any question that we had about the resort. He made the best first impression and set the tone for the rest of our stay! Out of all the restaurants, Maki Taco was the one we frequented the most. Roberto was an exceptional waiter and the sushi was amazing! As far as the beach goes, it was clean and the cabanas were in great shape. Rubi was our beach attendant and she checked on us constantly...we always had a drink in our hand thanks to Rubi! We also booked massages on the beach with Katrina and Diana and they were fantastic. Best massages we have ever gotten. We are already planning a trip for a full week in June. If you are thinking about booking this place just do it! You will not be disappointed.

Terrible!!!! Hotel was so nasty including the staff. Walked into a room with M&M’s on the floor. View was amazing. Every glass a staff member gave me was dirty and had to send back. Whenever it rained the hotel has leaks and lays dirty towels on the floors everywhere. Buffet served the same food everyday never switched it up. The beds are low to the floor and hard as hell!! If you decide to eat off site don’t even bother bringing your food back because there is not 1 microwave on the property at all!

Rude staff, dirty rooms, serious concerns for infection with the stagnant water from taps and sinks in rooms. Insects and bed bugs infesting old mattress in uncomfortable rooms. Food provisions poor quality with inadequate quality and seating space. Made to wait for poor quality. Avoid at all costs. Horrible place in a great location. Don't be fooled by the looks of the reception area, it's all downhill from there. Avoid Avoid Avoid

Quality and service have gone downhill fast! It's apparently low season yet room prices are at an all time high. Construction everywhere. Food is scarce and buffet is horrible. In the pics it looks very nice but you can't eat the pics. And apparently they cancel your room keys automatically 24 hrs before checkout and don't tell you. You only discover this when you try to get into your room and can't!!! Save your vacation funds and stay somewhere else.

Hmm where do I start? The resort is beautiful and well maintained. However, the food selection is horrible! Food was always cold and reserving for the specialty restaurant was like waiting in line to play LOTTO-POWERBALL. You cant book in advance, only the day of or too bad! The entertainment is blah! The customer service is awesome if you speak the native tongue. A towel was damaged in my room and they hunt me down for 3 days for $10 and wanted my passport prior to me paying as they would not charge it to my room. When ask why they said " They want to buy on Tuesday and have it for Wed" We literally survived off hamburgers, chicken fingers and pina colada for 4 days. Thank God for excursions. If your only language is English-STAY AWAY!

Was really looking forward to attending this hotel but it’s a little bit misleading with advertising.. it’s not as good as it seems. The appearance and location of the hotel is beautiful, the beach and pools are lovely but everything else just isn’t up to to par. When I first arrived the bath water was green for some odd reason, my room was left uncleaned by staff for 3 days and was told that nearly every single restaurant you have to pay for even though I am a VIP customer which makes no sense considering it’s meant to be an all inclusive resort? It’s been a nice time but I wouldn’t stay here again. Respectfully, the hotel is not 5 starts, candidly I would say it’s 3

This was my fifth trip here. This used to be my favorite place in Cancun. But this one has been my worst experience of life. In the past, I have given this place a five star rating. But today, it’s the worst experience. After not finding any place to eat food, I came to the marketplace. Over there, I waited with my friends, who I had brought to this place with a lot of excitement and pride. I waited for one hour, for a table of six people. However, they kept us from going to any table. They kept telling us that there is no place available for us. Even though, as we waited and saw many people come and go, we did not get a table. I asked for the name of one of the attendants, The one who was making a mockery out of us, And she would not give us the name., finally, I took a picture of her name tag. Something that she was displaying for Public. As a result of that, she called her boss, who insulted us and and shut down the bar for us. In the end, all I have to say, is that if I can come to this place for the sixth time in a row and bring friends here, and my family, and my entire staff, and then today feel most humiliated, it is a shame. Service in this place has really gone down. I would not recommend this place or come to this place ever again. And the worst thing is when their senior manager, by the name of Oscar olbara shows up and promotes poor Customer Service, instead of understanding the situation. All he was trying to do was impress the female servers, and look like a hero in front of his own staff. Totally disregarding the customers. Truly pathetic. And if you go into my record, this is the first Bad Google review that I have ever put in my life. Check it out.

The experience there was horrible. We paid to be VIP, but there were several problems since the beginning. First, the shuttle was misarrange and no one show up to take us to the hotel, we waited and called, but no explanation was made. Then, there was no room service avaible. The room had bad odor. We found a dead rat in the pool and a cockroach in the food in one of the restaurants. The administrative staff was very rude, the manager didn't offer us a plausible solution (we had a room in the adults only zone, he offered a "better room" in the family zone). The price is too high for the awful service they give. Even though we tried to make the most out of it, we had to leave the hotel early. There are much better hotels in the zone for the same price. I strongly recommend you to make a better choice that we made.

I have been in Cancun many times in different hotels, and I have never had such as bad experience as this one, restaurant are all full, they don’t even have reservations, the few ones that supposedly don’t need reservations (they don’t even take you, because they are full ) so I find myself without options to eat. The buffet the only one that is available there are a million people making the lines. Bars in the pool close early. Service it’s the worst service that I have ever had. Waitress are mean . I won’t definitely won’t come back to this hotel . I came here because I was with my family ( group of 9 people, so that’s why I chose this hotel it was cheaper then the other ones , but next time I will definitely spend more money for a better service.

We were a family of 3 and really enjoyed staying at The Pyramid at Grand Oasis. The property is really nice. Upon entry to the resort you're captivated by the beautiful gardens. The ambiance is amazing. The resort made it very easy to set up excursions. Check in and check out was a quick process. We preferred a room with 2 queen beds. When we checked in only rooms with king sized beds were available. They provided us with a roll away bed very quickly. Which actually ended up being okay and we were satisfied with it. There are plenty of pools and access to the beach. It would be nice if there were more beach chairs available. The food was EXCELLENT! It far exceeded our expectations. There are several restaurants with a variety of food options. The coffee shop was really cute with a chill vibe. There was also an outside seated area to sit and enjoy your coffee. The entertainment was also really cool! Usually resorts have cheesy performances. The show the group put on was a mini concert with acrobatics, NICE costumes with various costume changes during the performance. It was a legit show. Top tier! We will definitely plan to stay again. Needless to say, we really enjoyed our stay.

Never received a reception from a hotel like this one. And we travel to the Cancun area 3 times a year. No assistance with luggage. No welcome cocktails. Frankly, not even a friendly smile or word. As we walked through the main lobby and observed many employees, no greetings. It was as if everyone was mad. This continued throughout our 6-day stay. Very disappointing. We were able to come across 6 employees who were EXCELLENT, and they should be highly commended! Very nice people and accommodating. I've included their pictures in this review. Entertainment was good. Food decent. There's a ton of potential here. I believe it's poor management. By the way, filthy beach and pool decks! Kinkys was very entertaining. I'd go back under new management. But until then, unfortunately, I'd stay away. Sincerely!

The food was good, not great. At Benazuza it was exceptional, if not Michelin rated. I read that the hotel was old. I disagree. It is constantly being cleaned and maintained. My room was beautiful. The sites were great and I highly recommend them. I will without a doubt, be back.

Great experience. Beautiful resort! A little dated covered up with paint. Plenty of pools, restaurants, snack and drinks bars. Check each restaurant's requirements to avoid not being able to dine. Dress codes are strictly enforced. The best drinks are at The Fontainebleau Bar! Best food is at Carey's. The Shows was awesome. The massages was amazing. The color of your band is how you are allowed in certain area, which is considered members only. There was 1 Mexican restaurant I didn't like. It get a 2 star.. server kept bringing wrong food and drinks that we didn't order. Like a Coke instead of a Sprite, chicken nachos instead of beef. Have change/ small bills for tipping. Understand not all staff speak English. Arrive early for transportation, they do leave on time. I had a problem with the water draining out of my tub, maintenance did fix the problem. The transportation driver for our excursions was very nice and warned us about the shopping in the market/stores.

The hotel is quite good but there advantages and disadvantages. Book only black wristband so you can enjoy a stay in a hotel. With a black wristband you can go to any restaurant with no queues plus quality of food is very different. With black wristband the food is really nice and tasty. Benezuza restaurant need to be reserved but food in there not really good as I expected but the molecular bar tender show before that was incredible and very impressive. Remember that in the restaurant any drinks (except still water) will cost you start from 100$. Best thing in a hotel it’s animals everywhere so you feel you are in a zoo. Peacock, iguana, heron and fishes and some more animals if you pay attention on details. Loungers are all occupied unless if you are an early bird. Big waves on the sea side. Rooms are not quite in a good condition. It’s definitely need a repair and new showers, beds. We have been during a New Year Time and we paid for the show which was fantastic it was dinner and show together 👍 Also there is a club in a hotel where you can party and a snack bar nearby if you are hungry. For Room service you have to pay.

We went in November 2022 and we really enjoyed our time. The place is enormous with plenty of activities. The beach is amazing, without any rock in the water. We were able to make reservation at every restaurant we wanted too. Just take a couple of hours on the first day to see how each restaurant works, and plan your week accordingly! The food is plenty and very good, the water was hot in the shower, and the room clean. Many shows, sometimes two or three on the same evening. I want to thank the amazing team of hundreds of people that work there! Will come back!

Beautiful resort, I particularly liked all the greenery throughout the resort as you walk through it and the peacocks that were roaming around were fun to see. Was only there several days for a solo getaway, and it was an amazing time - beach was pretty nice , ocean view room was lovely to wake up to, and quite a few restaurant options. Certain tables at a few restaurants had very nice views of the ocean, luckily they seated me by the good tables a couple times even though I was alone, which made it a much more enjoyable experience. I did wish they had pool basketball given how big their pool is. Food was alright, but nothing to write home about, although I did not try a few of their ‘fancier’ restaurants. There was also a random smell that would come from time to time in the rooms/hallway, almost like a paint smell?

Awesome Resort with great restaurants with great food, the only thing is that some cutleries at restaurants is not clean (I recommend checking if yours are clean before using them). There's epic shows at the Atrium almost everyday. The room overall is good except for the bathroom which is a little dirty. The Pyramid is actually inside another resort called Grand Oasis (I didn't know until I got there). The beach and pool are wonderful with lots of beach chair. The pool is especially large. This Resort also has a lot of animals (look where you are stepping).

Worst experience ever!! Do not stay in this hotel.. people give you attitude like they don’t want to service you. Our bedroom was infested with ants and had to switch rooms at 330am, toilets have no pressure so they will clog easily. it is very out dated and we payed for transportation to the airport $50 to get one way, they ended up picking up 3 more families and we lost our flight. All they want is your money and won’t give it back.. it just looks nice but their is way better places with better service.

Place and location are amazing 🤩 but room need little renovation. The facility have nice view and personal is super friendly and professional always ready to help, bartenders are super friendly and drinks are amazing. FOOD omg are amazing 🤩 I have fenomenal time for sure I’m coming back soon

Well justified a four star rating. The staff can be a little slow at serving and tend to go at their own pace but overall very friendly. The hotel offers an abundance of different restaurants to eat at and one in particular called Cereys was something special. Plenty and bars and coffee shops to take advantage of including a cocktail bar and cigar lounge. My only small issue was with the design of the hotel lobby and room. In one sense the hotel lobby is stunning and in another it allows noise to travel all around the hotel so if you have a drunk group being loud it tends to wake the whole hotel up as you have no corridors to block the noise. The hotel room was nice and clean however part of the bathroom wall was floor to ceiling glass so if someone used the bathroom at night and turned the light on it would again wake everyone up. All in all a very nice place to stay if you're the sort of person who likes lazing around the pool or sea

If I could go lower than 1 star I would. We booked a 4 night stay and checked out after the first night. The food is absolutely awful at the buffet and the "authentic Mexican restaurant" to the point it got my wife sick. Our first room had yellow bath water and a balcony door that wouldn't lock, even after they tried to repair it. We got switched to another room. In this room, there was no safe and there was a leak coming from the balcony door so our floor was wet. We went to breakfast and they sat us directly under an active leak. In the hallway outside of our room, there was a leak in the ceiling dripping down to the floor. At our building's entrance, there was a leak so bad, they had to put a dumpster there to collect the water. This hotel is disgusting and their customer service is unreachable. They do not have a phone number and when you send them a message, they say they will call you and never will. DO NOT GO!

The taxi drivers provided by the resort will accept card, they will take you to your location, and WILL CHARGE YOU $508.65 USD. An all inclusive resort includes the experience of being scammed. Make sure you use cash with the taxi’s provided by a “luxury” resort. Even if you contact the whatsapp on the oasis website, the only consistent way to contact an english speaking representative, they will provide no solution but to call the front desk which leads to then putting you on hold forever.

We bought a daypass(we tried different) to get to know the hotel bcz we want to do an event, and it was horrible, i want my money back, horrible drinks, ginand tonic was gin with water, beach area short, at the pool it was people with their speakers! We sat around 4 different ones with their cind of music and no security saying anything, horrible, for pooldrinks takes a loooong time and more when you have daypass , then you are a 2nd citizen, they always take you last, so service is bad, snacks was so so almost ok, we couldnt eat at no restaueant only buffet, horrible, it was food for people who just want a lot without care about taste or quality. Will never come back.

All inclusive that charges for room service. No alcohol to your room after 10. Won't bother with the quality of food and pool water. I'll assume you all already know that's bottom of the barrel.

I have always had the best time at this hotel. The food in the different a la carte venues has always been great. I don't do the buffets much when I am there. There is always an activity from sun up to well past sundown. Fun for all ages and they seem to especially cater to the young adult crowd. The rooms are a nice size. Just about what you would expect from a hotel zone hotel. I've always had an ocean front room which is well worth it.

Outdated. No decent restaurants. You eat the same food for days. Food is mediocre. Hotel room towels literally had holes in them. If not holes, they were worn out. My daughter and wife had gone to use the bathroom by the pool, and as soon as they walked in, there was two employee in the women's bathroom, my daughter had said that women came out buttoning up her shirt. The rooms are nothing as described as they show online. Air conditioning isn't well at all. The rooms are just not great. The whole place needs a makeover. This place sucks

I spent a lot of time reading reviews of this place and worrying myself—the truth is this place rocks. We stayed 4 days and LOVED it. The Pyramid is gorgeous. The shows were so fun. Loved all the animals around (the staff were so kind and let us feed the koi). Our room was awesome. Loved the beach front and pool. So many great snacks and food options even for vegetarians. Can’t believe there were so many negative reviews— people are too high-strung and need to relax and enjoy life. Thank you, Grand Oasis!!

I travel often. This is the best hotel I've ever stayed in. I have NO complaints. It's clean. Everyone here is nice and helpful. The cleaning staff decorates the hotel room with flowers and incense. The pool is clean. You can eat, play games, have a massage, watch a show in the common area, gamble at the casino and enjoy so many places on site. Or you can take their tour busses to an excursion off site.

Had an absolutely great time! We had a short stay (3 nights), but enjoyed every minute. We had black wrist band amenities which included pretty much everything the resort could offer, and we're even at times recommended by staff to take advantage of amenities we were unaware of, like certain restaurants and bars only available to black and blue wrist bands. Reservation for some of the more popular dinner spots can be a challenge (Bahia steak house for us), but it is worth taking the extra time. We went as a couple around the time of spring break. We had a mix of children/families and 20 years old spring breakers, and never felt like one group took away from our overall experience. Kids do tend to be kids, so if you are worried kids running around might affect your ambiance you may want to consider more "adult only" avenues. The nightly live shows were spectacular! We didn't get to experience may of the night clubs, but overhearing the spring breakers talking they sound like they were equally good! The beach had a good big of seaweed and the waves were a little rough, but I think that was just a coincidence on when we went (it was extremely windy). Our room was an ocean view, and had an amazing view! There wasn't really anything that stood out about the room itself, but honestly I didn't really care as we just used it for sleep and getting dressed. Besides, we paid low-mid/mid level pricing for the room so I think it was fair for what we paid in comparison to what was available. All and all it was a great time and I wish I had stayed longer to take advantage of everything the resort had to offer.

I booked this resort for my birthday weekend. Check in process was confusing. The property is big & has a lot of buildings. No staff member guides you to your room. It took me an hour to locate my room. The food is disgusting. No flavor, just thrown together. All the associates are rude. Associates are not customer service oriented. The power went out 2 times during my 3 day stay, and my shower water was yellow. The front desk never responds the phone. I called numerous times because I needed a blanket, and ended up walking 15 mins to the front desk to grab a blanket. Please don’t waste your time or money here. It’s sad how they are representing Mexico. I’ve stayed at plenty of resorts in my county here in Mexico & this is the worst.