- Mexico Holidays
- Cancun
- The Pyramid at Grand Oasis
The hotel is conveniently located in one of the largest and most beautiful sandy beaches of Cancun, close to a number of dining and shopping venues. This exclusive luxury establishment is surrounded by elegant gardens and offers the best live entertainment, music festivals, and in-house facilities. It is the stage where imagination and fun know no bounds. Plenty amenities and various services are offered in order to provide maximum comfort. Guests may make use of the outdoor swimming pool with poolside snack bar, the tennis courts and the in-house gym. Sun loungers with parasols are laid out on site and on the nearby sandy beach.
Due to the surrounding area and the number of steps around the hotel, it may not be suitable for those with mobility difficulties.
I genuinely wanted to enjoy this vacation, but unfortunately it ended up being one of the most disappointing resort experiences I've ever had.
From the beginning, things seemed disorganized. Our room had maintenance issues, including a safe that didn't work properly and a loose faucet. While those alone wouldn't have ruined the trip, they set the tone for everything that followed.
The biggest disappointment was the food. For an all-inclusive resort, the quality was consistently poor. Meals were frequently cold, lacked flavor, and after only a couple of days we found ourselves struggling to find anything we actually wanted to eat. We eventually looked forward more to eating in the airport than at the resort, which says a lot.
The reservation system for specialty restaurants was equally frustrating. We spent a significant amount of time waiting in line only to be told our reservation didn't exist, despite following the process we were instructed to use. Instead of trying to help, management made us feel like we were the problem.
Communication throughout our stay was poor. Even our departure transportation became stressful because messages went unanswered despite having confirmed arrangements beforehand.
The most disappointing part wasn't that things went wrong—problems happen at every hotel. It was how our concerns were handled. We attempted to resolve issues while we were still on the property, but instead of empathy or a sincere effort to make things right, we felt dismissed. After returning home, I contacted Guest Relations directly and even completed the feedback survey they requested. Weeks later, I still have not received a single response.
For the amount of money we spent, I expected much better service and much more accountability.
I rarely leave negative reviews because I understand hospitality is a difficult industry. However, future guests deserve to know that if something goes wrong during their stay, they may not receive the support or follow-up they expect.
I cannot recommend this resort based on our experience, and unfortunately I would not choose to return.
A beautiful resort, but the room needs renovation I had a mixed experience at The Pyramid at Grand Oasis Cancun. There are definitely many positives. The resort itself is beautiful, with a fantastic location, a lovely beach, large swimming pools and beautiful views. The food was tasty and the service during our stay was good. I especially enjoyed the coffee shop, where there was a good choice of different coffees, and the ice cream was very nice. The wildlife around the resort was one of the highlights for me. There were iguanas everywhere, beautiful peacocks and many birds. I took so many photos of them and they made my stay much more enjoyable. I also loved watching the beautiful sunsets. Unfortunately, the room was the biggest disappointment. The room was large and spacious, but it felt old and in need of renovation. The air conditioning was very noisy and even when I turned it off, there was still a loud buzzing noise, which made it very difficult to sleep. There was also very little storage space for two people. There were only three small drawers and a limited number of hangers, even though there was plenty of empty space where a larger chest of drawers could easily have been placed. We had to keep most of our clothes in our suitcases. The bathroom also needs updating. The glass opening between the bathroom and bedroom is a very strange design because there is not enough privacy when using the toilet. The bathtub also showed signs of wear. There was no kettle in the room either. Another disappointment was that the water jets in one of the pools worked for only about two days during our stay. The check-out experience was also disappointing. Our wristbands were taken away before our transfer, even though we still had some time before leaving the hotel, and nobody asked us how our stay had been or even thanked us for staying. Overall, I enjoyed the resort, the beach, food, service, pools and especially the amazing wildlife. However, for the price we paid, I expected the room to be in much better condition. I would not return to The Pyramid unless I knew that I was booking a renovated or upgraded room. I believe the hotel could be much better with renovated bathrooms, quieter air conditioning and more practical storage space.
We found the resort to have lots of variety with restaurants, bars and pools. The staff are really friendly and Jonathan the barman serves great cocktails. The rooms are spacious and clean. We had no problems securing pool beds however, there are only a handful of beds on the beach.
The quality of The Pyramid was apparent immediately upon arrival with marbled flooring leading on to a spectacular plant-adorned atrium. We stayed in a Junior Suite which was spacious, spotless, serviced daily and had spectacular views towards the sea. The resort has extensive grounds overlooking the beach and has impressive swimming pools and plenty of sun loungers. Wherever we were, it was fascinating to watch pelicans, frigate birds, eagles and peacocks not to mention the giant iguanas minding their own business. We spent a couple of days at the private cabana area with quieter small pools adjoining Cocoa, a lunch time venue specialising in sea food. Our one week stay was not long enough to experience every restaurant, but we were very impressed with those that we chose. Particularly worth highlighting is the 15-course tasting menu at Benazuza and the somewhat unique experience of Black Sens where we were led to your table and served delicious dishes in complete darkness. At Sakura, while entertained by singers, dancers and acrobats, we enjoyed sushi and saved the Careyes gourmet restaurant for our last night – highly recommended! Lots of other things should be mentioned including breakfast at Café del Mar, delicious coffees and cakes at the coffee shop and spectacular music and light shows which seemed to be held in the atrium most evenings. Finally, the staff should be praised for the ever-smiling service whether at reception, house keeping or restaurants and that includes the characters either in costumes or on stilts, which we dubbed the three amigos, that entertained everyone by the pool. A couple of tips: pre-book your airport transfers to avoid costly taxi fares to and from the resort, and be sure to book a full-day tour of Chichén Itzá and a Cenote.
We are 4 times returning guests here and we will make it a 5 time in November. The shows are spectacular, the hotel is amazing and the staff are wonderful.
