The Pyramid at Grand Oasis

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.

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.