The Pyramid at Grand Oasis - All Inclusive , Cancun

Address: Zona Hotelera Km 16 Lote 45, Blvd. Kukulcán, Cancun 77504, Mexico

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Hotel name: The Pyramid at Grand Oasis - All Inclusive
Hotel stars:
Hotel rooms: 260
Adults only: No
All inclusive: Yes
Internet WiFi is available in public areas and costs USD 20 per 24 hours.
Parking Public parking is available on site (reservation is not possible) and costs USD 10 per day.
Pets allowed No
Checkin: 3:00 PM - 11:30 PM
Checkout: 6:00 AM - 12:00 PM

The Pyramid at Grand Oasis - All Inclusive
RATING

7.6
7.6 / 10
booking.com
4 / 5
tripadvisor

WONDERFUL




We Love The Pyramid at Grand Oasis - All Inclusive

Experience World-class Service at The Pyramid at Grand Oasis - All Inclusive

One of our top picks in Cancún.

Located in the heart of Cancun’s hotel area, The Pyramid offers its guests restaurants and an outdoor pool.

The bright and spacious rooms are air conditioned. The amenities available include a flat-screen TV with cable channels, safe and outdoor furniture. The full bathroom includes free toiletries and may either have a bath or shower.

The Pyramid also features tennis courts and a fitness centre as part of its facilities. Night entertainment with a show, nightclub and a shared lounge are also some of the features that guests will find here. The surroundings are good for practicing snorkelling, diving and windsurfing.

La Isla Shopping Village, an elegant shopping mall featuring designer and brand shops, restaurants and bars, is 0.7 miles from the resort. Cancun International Airport can be reached in a 30-minute drive.





The Pyramid at Grand Oasis - All Inclusive
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The Pyramid at Grand Oasis - All Inclusive
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The Pyramid at Grand Oasis - All Inclusive , Cancun address:
Zona Hotelera Km 16 Lote 45, Blvd. Kukulcán, Cancun 77504, Mexico

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Reviews:


Excellent:
43%
Very good:
29%
Average:
12%
Poor:
7%
Terrible:
9%



Panama City, Panama
2017-10-10
 Excellent service
Nice hotel, excellent service and amazing food. Recommended for couples or family. Careyes restaurant is a top class restaurant and entertinement exceptional. Definately we are going back on our next trip.More

Portland, Oregon
2017-09-28
 Wonderful family vacation spot!
I was hesitant about booking this resort; it was our first all-inclusive experience and our first trip to Cancun. I had heard stories about raging partiers and poor service. I have to say we had an absolutely wonderful time. We booked 2 rooms in the Pyramid; the only thing I would suggest is get a room on a higher floor. Our teenager's room was on the 2nd floor and had a mildewy smell. The service was wonderful and the room was very comfortable. The nightly show in the Pyramid is amazing and you can watch it from your balcony! We absolutely loved the food choices; highly recommend the Brazilian Steakhouse (get there right at 6pm), Ibiza, and Mako Tako. There were so many choices we never had to wait for a table. The hotel grounds are huge! The beach is beautiful but a little rough for swimming. The pool is very clean and the landscaping is immaculate. When you stay and Grand Oasis you can also get a day pass to another property; we got a day pass to Grand Oasis Tulum and enjoyed that area as well. The property has very good security; if you don't have a wrist band you are not getting it. Would definitely stay here again!

London, England, United Kingdom
2017-09-26
 All Inclusive but average hotel for 5 star
Staff were very friendly and wished lots of them would pick up some english e.g. cleaning staff, chefs etc.We were a group of 3 couples and were there for 7 nights. When we were shown to our rooms we found that fridges weren't working and in 2 rooms no AC either. We reported it twice and still no changes and last resort they mentioned that we may have to change rooms. Keys kept going out of action and has to go to reception to reactive them. It is not good for vegetarians to go to this hotel, they labeling in International Buffet restaurant is terrible. They labeled soups as Vegetable/Lentil/Potatoes and Leek soups but they all had meat in them. They didn't have separate section for vegetarians, they were mixed ladles/scoops with meat, cheese next to meat slices and were getting mixed up. We were told that we should check out by 12 noon but nothing was explained about what happens to people to had late evening flights, no explanation on where we could leave the luggages etc and whether we could still use the room amenities.I must say though overall the experience of this hotel is bad and staff were very friendly but wished a little English understanding would have helped.

Saint Charles, Missouri
2017-09-25
 Wife and daughter had a blast
I sent my wife and daughter in August for a college graduation/birthday present for my daughter. I did a ton of research on resorts before booking and settled on this one for the vast amount restaurants and different review... I was not disappointed. They had an outstanding time and not one complaint between either of them. They did not have a bad meal during the 4 days they were there, they absolutely loved the Black Hole and Benazuza dining experience. The drinks were very tasty and the room was super clean and beautiful. The service at the front desk and around the hotel was on point, they were always helpful in answering any questions that my wife had for them. They came back with no complaints which I call a win in my book. This will be on my list for my wife and I to go visit in the future since they had such a great time.

User
2017-09-19
 Amazing vacation!
My sister and I (age 20/22 respectively) stayed here for 6 nights and we had an amazing time! We flew in early Sunday morning and were able to check our bags in the lobby and get our wristbands so that we could go to the restaurants before our room was ready. Unfortunately it wasn't ready until 5pm which was a little frustrating, but the staff in the VIP Lounge were incredibly friendly and understanding. Our room was beautiful, we were on the second floor and had an ocean view that was lovely, and the housekeeping was always excellent. The one thing I would have preferred is if we had more waters in the fridge. We were told not to drink the tap water so we only drank the bottles while we were in our room and we only ever had four in there per day (I drink a lot of water!) but there was also a lovely supply of beers and drinks in there daily. If you're at all invested in the food you eat on vacation I cannot stress how much you should stay in the Pyramid! The VIP restaurants were AMAZING! Black Hole is a blind tasting experience that is truly incredible, and the food at the White Box is just to die for. We ate breakfast at Le Buffet every morning and we always got an ocean view table which was great, and the food was delicious and varied. Careyes was another great place although my steak came to me seriously well done instead of medium rare. When I got a replacement it was still kind of medium, but it had a really nice flavour to it, and the ceviche there was delicious. Maki-Taco was also very cool as a Japanese Mexican fusion place. The nigiri was delicious and super fresh and they have a deep fried cilantro appetizer that my sister loved.Sevilla Tapas which is not black wristband was also fantastic, I think my favourite of the non-VIP restaurants (although my sister disagrees and says that the Italian Dos Lunas was her fave!) and they served an amazing array of foods, I seriously recommend their seafood paella, it was amazing. If you're like me and can't eat cilantro remember to ask any restaurant not to put it! It's not always on the menu that it's in there which can lead to an unfortunate surprise if you're genetically pre-disposed to cilantro tasting like cold soap! (It's a hard life we lead!)Be careful going down the steps at the Oasis Club area, I fell down them and sprained my ankle because I wasn't paying enough attention, which was unfortunate, but the lifeguard and medical staff were there to help me right away and they wrapped my ankle and got me ice and made sure I was okay, they were really great. I also got to learn about the hotels accessibility which is pretty good, there's a lot of bathrooms you can only get to via stairs which can make things difficult if you have mobility issues, and some of the bridges can be really steep, but overall I had no problems getting everywhere I needed to go with a messed up foot! Note: while the iguana path is really cool do not take it if you have an injury!!! It's a lot of hill! The pools were great, nice temperature in contrast to the heat, and there was a lot of variety. If you wanted to be in the party zone you could hang out by the swim up bars or you could go to the other sections if you wanted something a little quieter, there was loads of seating around all of the pools which was excellent. The pool bars closed a little early I thought, and the on resort parties ended at 1am on the dot, so we often found ourselves in our room pretty early, but all the drinks we had were great. The pool bar bartenders were always really fun and gave us some awesome and creative drinks!The beach was beautiful, with a lot of canopy beds and lounge chairs. You can't really go to the beach at night though unless you want to get offered a lot of drugs which was too bad because I wanted to go look at the stars. But overall the beach and pools were really lovely. Overall we had a fantastic vacation with fantastic staff, beautiful venues and scenery, and fortunately great weather! I seriously recommend this resort and the VIP Pyramid stay!


User
2017-09-18
 2 Wochen Meer, Strand, turkis-blaues Wasser und 100% Erholung
Wonderful night at the Red Circus Restaurant on 18.09.2017 watching the hotel associated Red Circus while having exquisite seats right next to the stage and being pampered by our chief waiter Juan. So very attentive are the people here, it touched us very very much. We could have gotten tickets that would've included a bottle of champagne by Moët or Veuve Cliquot for a more than reasonable price (extra US$44) but opted for the US$22 per person and received a personal waiter service that left nothing to chance. I get hot quickly and with no further ado Juan put up two huge fans around us, that I was really comfortable despite my being in Jeans and polo shirt when everybody else on the regular seats (no food and no drinks included) was most likely very hot and sweaty in shorts and T-shirts. We were served sparkling wine in a cooler we could not tell if we got champagne despite our initial insisting of tickets without it. They were really awesome, Juan and his colleagues treated us like royalty.The show reminded us of Circe de Soleil with amazing lighting and music. One song was a version of the Game of Thrones Theme with live singers. The show had exactly the right length, a kid a the table close to us of about 10 was not bored.We were served what they called snacks. First shrimp gumbo and after we finished were asked if we wished another serving. Then prosciutto on cream cheese toasts, delicious. Later taco rolls with a spicy tasty cream dip and olives. We could've had as many more servings as we would've wished for.Ultimately, if my girlfriend would not have been such a circus lover, me and most everybody else staying here, probably just did not know about the event happening 3 times a week with different performances because the hotel is not advertising it sufficiently in my opinion.We had great conversations here with many individuals and meeting Juan made our tripper richer, than we would've imagined.We left a good tip because we like to share, especially with wonderful people like Juan and his crew who gave us a feeling of being with friends.

User
2017-09-10
 Could do better
I have recently came home from a two week stay with my partner staying at this hotel. Some good points and also some points to work on.Entertainment:My partner and I were left disappointed in the entertainment that was on offer. One of the main reasons we booked the hotel was for the advertised entertainment. We are a young couple and feel it didn't overwhelm us. We were really excited to check out the red circus event but it wasn't on at all in the whole two weeks we were there. I found the night life lacked in atmosphere. A place where you can dance to up to date music and a chance to meet new people is what is needed here. Don't get me wrong there was different things on offer which may suit others taste but not ours. Most nights we were in our room for 10 pm which is a forever first for me whilst being on holiday Food and restaurants.One of the highlights of the hotel is the food and restaurants. Our favourite by far is careyes which I have did a separate review for. Outstanding food! We had breakfast every morning at le buffet which offered a wide range of food to cater for all. Was very nice. And the service from the staff is first class. Very friendly also. They deserve recognition for their hard work. Top marks for the food on offer Drinks.We had a real issue with the drinks here. The cocktails we drank from the pool bars were nice for a while. I didn't enjoy any spirits. I drink vodka and I couldn't drink anymore than 3 as it was either so water downed or really cheap and nasty tasting. Please invest in getting a flask or large cup of your own to take as the plastic cups on offer aren't the most hygienic. The only time I enjoyed the drinks is when I was in the restaurants which seemed more quality branded. The VIP lounge served reasonable drink also but as pointed out the entertainment and music wasn't the best. It was headache material which seemed to be on loop. On a rainy day go to benaduza bar which serves the best drink Room, maids, and reception.Our check in was very quick and we received a warm welcome from staff which is what is needed after a 10 hour flight. We stayed in room 5232 which was very nice and clean with a beautiful room view of the beach and pool. The bed was the comfiest bed I have ever slept in and was very big. Our maids were amazing at their job and supplied us with clean towels daily and checked at night to see if we needed any additional. Please make sure you leave a daily tip for them as the hotel is massive and they work day in and out to ensure you have a comfortable personal space. We also had our fridge stocked daily by a separate member of staff with a selection of beers, water and juice. My only remark on this is that there is no bottle opener in the room to open the bottled beer. One BAD EXPERIENCE with regards to our room was 7 days in to our holiday, we noticed that our wifi had been cut off and our keys no longer worked for our room. This was late on a Saturday night. My partner went to reception and was told we were staying in the wrong room and had to move room. I was not happy about this. They expected us to pack all our stuff up on a Saturday night to move room. They gave us access to the room again and I went down first thing in the morning as this was unacceptable. They wanted us to move as it said on our documents that we should be in a lagoon view instead of an ocean view. If this mistake was picked up in a matter of hours or even a day on arriving then fair enough but not after 7 days. I finally got to speak to a lovely lady on concierge called Fabiola who was very sympathetic and understanding compared to other concierge who were very rude and couldn't be bothered. She managed to sort it out and we were "allowed" to remain in that room. That experience shouldn't have happened and no efforts were made to show this. Fabiola apologised on behalf.The whole hotel is very clean. Very hot though throughout. Our a/c in our room was fantastic though which was a saving grace. The pools were kept clean and there were a range of pools to pick from. The beach is simply stunning with loads of sun beds on offer, if you sunbathe at the beach be prepared to be hackled every ten minutes with guys offering to sell you drugs and cigars. I have seen in previous replies from the hotel that they don't tolerate drug misuse or encourage these guys but I have seen the drug dealers getting numerous alcoholic drinks from the bars on the sly from bar staff. Not my thing. A general modernisation of the hotel is needed I think, and if you are going definitely upgrade to the pyramid for the black band. We won't be back as it wasn't for us. But go with an open mind if you do go as it may be suitable to your likes.

Belfast, United Kingdom
2017-09-08
 Luxury like I've never seen before
This hotel is absolutely stunning. We walked the beach everyday and compared to other hotels along the beach- We had the best beach set up, between the big white curtain beds, and the jacuzzi right on the beach. Views like I have never seen before the beach is so blue and the pool is Huge. •CLEAN•It is so clean there is a guy in the pool every morning with a snorkel and a net removing all the leaves and flies and whatever else falls into the pool- rooms spotless also cleaner came everyday and replaced the towels and tidyed up. The resort itself is so clean too- no litter or rubbish, and the beach has cleaners even getting rid of the seaweed that is lying around •FOOD•The food was unbelievable. If you love seafood CAREYES is the place to be- we ate here 6 times sometimes for lunch AND back for dinner- amazing calamari. I tried shrimp and oysters for the first time here and they made the experience excellent.BOOK the Benizuzza restaurant- it is a 20 course meal with tiny bits of everything to try and again excellent- if this was a meal we had to pay for it would easily be £100 per person back home- can't believe this is all inclusive.•DRINK•The fontainblue cocktail bar is top notch- amazing cocktails in great glasses (by the pool you just get plastic cups so it's nice to drink from a nice glass). We bought OASIS cups which were large and reusable- I recommend going to B&M or a local store and bringing with you a large cup with a straw attached- the bar men happily fill these by the pool and I means you don't have to keep going to the bar every 10 mins as the cups are quite small. •ENTERTAINMENT•The day time staff really put a lot of effort in to make the days more fun- great to watch.Didn't like the Havana show- not my scene but Kinky nightclub was great as well as the cocktail bar for a live band and a great mind tricking act who was unreal. •EXCURSIONS•No one told us the pirate ship was full of families and kids- 2 couples aged 24 it was bit boring but free drink and great food so we made our own craic.XPLOR is another must do

Arizona
2017-09-06
 Great all-Inclusive Resort
To be honest I was hesitant when I read all the reviews here before going, but I must say we experienced a VERY rewarding vacation. Check in was the only slow part, but after that, the staff couldn't have been more pleasant and helpful. The food was delicious and so so many restaurants to choose from. There's just so much to do here that you need a week or more to do it all! The drinks were fine and we had PLENTY of them! LOL. The room was also good. We stayed in the Pyramid so I don't know how the other rooms were. But one recommendation is to get the black wrist band! It allows you go go anywhere anytime and it's well worth it!If you're planning on going, I know you'll have a GREAT time!

County Tipperary, Ireland
2017-09-05
 Very pleased with this hotel
I usually avoid all inclusives as they are never really all inclusive and I find some places skimp a little on the food and the drink but this is NOT the case at the pyramid. We ate breakfast at the International Buffet and we were extremely happy with the quality of the food and a great view of the beach and the ocean. We usually had dinner at La Careyes Restaurant which is a seafood restaurant of the highest quality.Our room was 5402 and was extremely comfortable with a well-stocked minibar, 2 huge beds, coffee machine, huge TV and an excellent choice of toiletries. the Wi-Fi in the room was very good and worked 100% of the time.There was plenty to do with organized activities and many very large and well looked after swimming pools.The gym needs a little bit of work and one day the air conditioning did not work and it was a little bit hot in there and some of the machines are a bit ancient and that is the only reason why I have dropped a star for the hotel!Some staff stand out. Jorge is a decent human being who is a credit to the Hotel. Guillermo is patient and tolerant and we liked him a lot.The kids club was fab. my daughter spent the whole day in there on one occasion as it was that good and the ladies there really look after the children and keep in touch with you. I cant thank Mirian and Celeste enough they are valuable assets to the hotel...extremely valuable as my daughter came back happy and content. Knowing my children are safe is important to me and i had great confidence in the ladies at kids club. They were very kind too. They even took my daughter out for ice cream!Obviously we will return and we will stay here at the pyramid. Thanks to everyone whose name I forgot and to that charming lady in coffee me and you near the kids club.

User
2017-09-04
 Under-whelmed
I think this resort has seen better days. 1). We reported that our air conditioning and safe were not working but neither were addressed. 2). We were approached to buy drugs, on the resort's beach, more than a dozen times. 3). Saw a man get beat up , on the beach. He was punched, hit with a stick, and hit with a board. The parties involved were the same group selling the drugs. 4). Bars and restaurants close at very odd hours. 5). Not much shopping available at the resort. I'm going to score slightly hire because the staff works very hard and a couple of the restaurants were really good.

San Antonio, Texas
2017-09-02
 'Oasis Loves U' but verify the AC
Before I discuss our hotel, let me first lend a bit of advice on getting yourself from the airport these days to the corridor where the hotels are. Vans and taxis are the primary means of escape from Cancun's only airport, and over the years, we have usually taken a van ride rather than a cab, because it was fairly cheap and not too much trouble. Van service has declined severely, we discovered this time around. The price of $15 per person hasn't changed, but now the vans have been redesigned to pack more people into the same space, which meant we had to wait about forty-five minutes for the driver to fish for about ten more people after my wife and I got on. By the time the van was packed, we finally pulled out of the airport like a sardine can full of sweaty chumps. We will never do a van again, even if a cab costs more. Uber and Lyft have not yet established themselves in Cancun. My wife and I have been to Cancun several times over the years, but we've done all-inclusive only twice so far, including our 2017 trip this past summer. We found the Grand Oasis in a search on Priceline, and booked a late-July trip. When we got to the airport, we discovered there are three hotels with the Oasis name, so you must be sure to call this one the Grand Pyramid. Their slogan is "Oasis 'heart' U" and you can see this everywhere on the property, even on the map, if you pull it up. It is a massive hotel with a distinctive pink tower in the center of five separate guest buildings that mimic the shape of the pyramid in Chichen Itza, Yucatan. It covers a huge stretch of land, which we found to improve the roominess of the grounds where you can always find a secluded, shady spot. Being strongly opposed to noisy, kid environments, my wife and I remarked several times during our stay that the kids weren't as annoying as other places because we could always get away from them in this park-sized place. We paid extra to enjoy an ocean view, and when we got to the room, we saw what we wanted--a big glass door revealing that multi-layered beach of blue and turquoise that blends into a perfect sky. We didn't really notice how warm the room was until that night when the AC seemed to be running on low, even though we adjusted the thermostat. My wife complained the first evening, then again each day with similar run-around each time. This went on for four uncomfortable nights until my wife woke up absolutely pissed on day five. She had been walking upstairs each time to the office where the hotel's employees enjoyed a crispy-cool work environment, proving proper cooling existed in parts of the building. They kept telling my wife some story about capacity and the difficulty to change our room, but they would try to move us. It became clear they intended to politely put us off each day until our vacation ran out, but we had a nine-day stay, and we demanded service. They finally moved us to the fifth floor where we got a new room with great AC. In both rooms, the mini-fridge was almost room temperature, so the small beer stock they put in it was always warm. This had nothing to do with it being July. If you know some Cancun history, you are aware that this sprawl of hotels down the island shot up in an incredible construction boom in the '70s and early '80s, which means the oldest ones are starting to need big upgrades. This is obvious at Grand Pyramid, but they seem to be improving things here and there. The age in these old guest buildings is obvious, in spite of the fresh paint. Most travelers who've done all-inclusive understand there will be few if any name brands in the food and drink you will partake of. Everything we saw was a knock-off brand we'd never heard of. The one name I knew was Dos Equis, but this was always served as a tepid drought in little cups with just a hint of carbonation. In July, it's understandably tough to keep a cold drink longer than five minutes. Still, there was always a challenge to enjoy a "cold" drink. The room-temperature red wine tasted just right, though. We had very mixed impressions of the service at the many restaurants that operate around the clock at Grand Pyramid. Sometimes it was prompt, and other times it took forever, either because the kitchen was too slow, or some other invisible reason. Even so, the food was always very good. All meals are served in lunch portions, and there is no such thing as a doggy bag to go. The tricky part was finding a place you want to go that is open when you want to eat there. Every place had its own shift to serve guests, and you have to rely heavily on the staggered schedule they give you when you check in. Although this gets confusing and annoying at times, the wide variety of food options was impressive. I was particularly peeved by the dress code they enforce in some dining rooms. I had spent the day in a sleeveless shirt, and when I was sat for dinner in that shirt, a hostess instructed me I had to leave and go change, which meant I had to walk half a mile to my room to get a short-sleeve shirt for dinner. Remember, it's hot and humid as heck outside. Aside from this single episode, we thought the attitude and hospitality of the entire staff was excellent and consistent. It was also evident that everyone knew basic English. There isn't much alert given to it when you check in, but there are a few upgrade spots that are luxury exclusives. Everybody at this hotel is walking around with their wealth status represented on their wrist bands, I came to realize. Some standout locations I have to give a shout out to include the steak house and the live bar. I forgot the steak house's name, but it was Brazilian style, and it was fantastic. We waited in line for it, and that line was long by the time they opened the doors. The Coyote Bar had cool bands every night, and pole dancers were doing a great job while the music played. One of the bars by the beach is the Sands, which I frequented quite a bit, because the bartenders are fast and friendly. It was also a perfect spot to watch the ocean and take in that constant breeze to beat the heat. There are two coffee shops on either end of the property, and we hung out there every day, before and after lunch. The barista always knew what we wanted and how we liked our coffee made. In fact, there is a good balance of duality across the property. You can find entertainment and basic services on opposite ends of the premises. We spent most of our time in our 'neighborhood' near the hotel room. The Grand Pyramid touts itself as The Entertainment Hotel, and that is no lie. There are stages and theaters everywhere, some tiny, some huge, and there is always something going on. There are big shows in The Arena where several famous names tour through all year. There also seemed to be an army of dancers and performers on staff, entertaining somewhere all the time, especially after dark. I was also amazed to see the big, two-story casino they had, but I was a not amused that they were charging me for drinks during the evening hours. A memorable icon of the hotel was the dozen or so peacocks that roam the lawns and bushes throughout. I never saw them down by the beach, but they were frequently perched atop various buildings, often calling out in their high voices. I was very pleased to find a strip of little shops directly across the street from the hotel where I could find some American products, but they were pretty pricey, which reminds you that the Yucatan is an isolated place where everything costs extra to bring in. The only time you're not getting gouged by the tourist industry is when you ride the bus, because regular working stiffs use it mostly. If you don't already know, the bus system in Cancun is pretty reliable. Mexicans do public transit like a free-for-all, so you've got buses cruising up and down the hotel corridor every few seconds. You can go all the way north into the non-tourism area and enjoy the local scene where the prices aren't ridiculous, but just stay in populated, open areas, because the outskirts of town are not as safe. Grand Pyramid gives you seven days of wifi, but it gets expensive after that. Aside from the air-conditioning fail, I would give this hotel an A-. Once we got a cool room, everything flowed very nicely each day, in spite of the heat. Grand Pyramid tries very hard to give its guests a huge array of options, and comes pretty close to pleasing just about everybody around the clock.

Dallas, Texas
2017-08-31
 Oceanview Rooms
Not all Ocean View Rooms are Ocean view,, if a person pays extra for an Ocean View Room then the Hotel should make sure that guest get what they pay for and get told check back the next day and we will see if we can accommodate you. Other than the room view everything else was spot on.

User
2017-08-31
 Good Times
My overall stay at the Pyramid was very good. The only downfall was if you stay in the main hotel, the evening entertainment is very loud and if you are not interested and want to rest you can not. But the overall property is awesome. The food was good. Venture out to the various restaurants they ave on the property.

User
2017-08-30
 I Enjoyed My Stay at The Pyramid...But!
I paid for an ocean view room at the pyramid and got NO view of the ocean whats so ever, went down to the front desk and was told basically that some ocean view rooms weren't actually ocean view?? Very misleading and that they're see what they can do with a room change the following day, but nothing got fix. If I pay for a view I expect a view, period. Easy check in/out process, good room service. Food is alright, Staff are very nice, especially the party staff!, the entertainment is awesome very party friendly. We went more for the party atmosphere and we had such a great time we didn't care about the room situation anymore, hardly spent any time in the room any way, We're in our mid to late 20s so we're easy to accommodate. We will definitely be back but thinking twice about getting ocean view.

New York City, New York
2017-08-30
 Loved every minute of it
Prior to arriving, I expected to taste food that was "mediorcre and terrible" but that was certainly not the case. We booked a guys trip at the Pyramid at Grand Oasis not knowing we had access to 24 restaurants and 27 different bars. The only downfall to the stay was not going to the steak house. Service was great, drinks were good. Buying liquor from the Duty Free shop was clutch. I will definitely be going back.

User
2017-08-30
 Keep Your money
No Air conditioner and had to ask several times for wash cloth. Seemed like they never wanted to replace it. Room service although we excellent food better than the food at the resort. Recommend sushi place was good. Weak drinks. Landscaping as nice but construction the entire time

User
2017-08-28
 Schillabar at the pyramid
Nice place to smoke hookah on a vacation. Very clean and good service. Roberto helped us a lot and brought us into the place which is authentic. Service is fast and they have lots of options. I will definitely return to this location.More

User
2017-08-27
 The Best Place on The Resort!
One of the best places of the resort, SCHILLABAR, As a couple we were looking for a hookah bar, which was on our resort!!! No lie,it was hard to find, which is why this place needs advertising around the resort. That would really help! Robert was so helpful and kind, i would give this place 10 stars!!! I would really recommend it to everyone!!!

User
2017-08-26
 Schillabar
Hiding gem on the Oasis Resort! Was looking for in Cancun for a hookah lounge and there was on right on my resort! Customer service is great and the manager is very friendly. Differently come here if you are staying at any of the Oasis hotels.

User
2017-08-25
 2nd time and not the last
I have been to grand oasis twice. I always stay in the pyramid at the heart of it. Resort is huge, super clean staff is super nice, I won't waste my time staying somewhere else. The vip all inclusive is worth every penny. The restaurants are excellent and theres tons of them. Some are better then others. Maki taco is hand s down one of my favorite places to eat after the beach or pool. Highly recomend the al pastor shrimp roll. The manager is great and made sure we enjoyed everything from the food to the service. Awesome.

User
2017-08-24
 The schilabar at grand oasis
Amazing hookah bar at the hotel. Amazing drinks as well! And customer service is amazing! The manager Roberto and Delfino are amazing! Always very attentive and always making their customers happy! Check it out! You won't regret itMore

Monterrey, Mexico
2017-08-22
 My Trip to Cancun
Excellent facilities and restaurants when you are at the Pyramid. It took us some time to know where to go but half way of our trip we took the best of what we have the right to. You need to dedicate about a couple of our to know all the paths to the different areas.I recommend The White Box and Careyes. The Continental breakfast at the Fountainbleu is excellent. Restaurant IBIZA serves excellent whole fried fish. And food at The Buffette is very good. In most bars they serve generic brands of alcohol which I do not trust and only had beer.Now that I know the hotel I would come back but only at the Pyramid. I would encourage the administration to install a pool bar exclusive for Pyramide custumers.

Las Vegas, Nevada
2017-08-18
 One word "disappointed"
Extremely disappointed in my stay at the Grand Oasis. I am an international swimsuit model and traveled here two years ago where I featured this resort in my modeling photos but have now taken some down. It started with me and my fiances arrival here. I spoke so highly of this place because of my great experience last time. We go to check in and the guy tells us we have one of the best oceanviews in the grand plus beach. We were so happy. We then told him we wanted to upgrade our "grand plus bracelets" to the VIP black pyramid bracelets so we could have access to the VIP amenities and restaurants. And asked to be put in the pyramid because of the upgrade but the hotel clerk ensured us we had the best best view in the hotel and to keep where we were staying. So we were excited. We get into our room and not only isn't it ocean views and the only view is a red roof from the restaurant in front but on the opposite side and the room has twin beds. So we have to talk to three different people about our room. And after all. We don't have an ocean view and on top of it our sheets were dirty and the only thing stocked in our mini fridge was one Diet Coke. Yes only one. When we called the front desk they said it was stocked every day full of drinks. We had to tell the clerk next day that nothing was filled. So yes the next day they filled it, but we've now been here 4 days and the fridge has not been stocked how it's suppose to be. Next. The VIP is a disappointment. I spend all this money for a upgrade and legit everyone gets the same service. I go to the VIP lounge and there is people in there with the most basic blue bracelets getting the same drinks I had to pay an upgrade for. Exact same thing happens at the Siam Ka'am bar and beach club which was supposedly only VIP but still had again people with the gran Cancun lite (blue) bracelets and the regular basic bracelets. And I was so disappointed I had to ask one of the bartenders at the VIP fountainbleau bar why it was acceptable for other brackets to come there and order drinks when we paid more for the upgrade and the pleasure of being at the pyramid plus VIP spots. And the response was that the resort wants to keep all guest happy and not to get negative reviews. Is that a joke?!!!! So I pay extra money so me and my fiancé get nicer amenities and can eat and drink and higher class places but the resort lets anyone with any color band anywhere. Totally unacceptable. I will not come here or recommend this place again. Beyond disappointing. You don't care about the actually people that pay to upgrade their experience and put focus on the others. If that's the case, then don't have an upgrade level and everyone is the same. Because it's all the same to you regardless.

Edmonton
2017-08-18
 Not worth the hype
I have been to numerous all inclusive resorts around the world (several in Cancun) and must say that this resort is probably the worst experience I've had. This review is for the Grand Oasis Pyramid, which is suppose to be the best they have to offer of all their resorts that form the Oasis chain. We came here for a friend's bachelor party and everyone had the same complaints so I know that the shortfalls are consistent and not related to a one off situation. We had reserved Oceanview rooms with double beds. Carlos at the check in desk confirmed to us that we had 2 beds as well. It was not until going upstairs that we realized we only had 1. No biggie right? Well I came down and explained to Carlos that he should've just been honest with me when I asked him how many beds are in my room. As if I wouldn't find out anyways. Why the exercise of wasting everyone's time. I'm an easy traveler so we ended up sharing the king and in all fairness, the bed was a decent size to share. But we paid roughly $2,000 cdn for the week and our agent booked 2 doubles for everyone. The food at this resort is nothing special. Most resorts I go to have different themes for the buffet each night. This one has the same food day in and day out. Some of the food is alright but was very repetitive. No explanations on how to make reservations for dinners at check in either. Tip- You have to make the reservation the day before you want to go eat. They only book them one day ahead everyday between 7am and 4pm. You can also go directly to the restaurant and if they have room for you they will try to accommodate you. The service at the restaurants was very good. Meals were enjoyable. But in the hotel, it was awful. Some of our friends waited 2 days to receive more water, others just gave up on asking for anything through room service. The beach has to be the best part of this resort. We came in August so being low season, we had no problems finding areas to relax by the ocean. They have a bunch of cabanas available for us that you could sleep in if you needed a nap. Great for relaxing. They also have a casino but you have to pay for any drinks you order there. My suggestion is walk into kinkys (bar located inside casino), where you can order drinks for free. I do not like giving negative reviews. I really do try and make the best of the situation. Unfortunately, this hotel has many issues that need to be addressed and it should start with the check in process. Too bad I will never come back to see it. P. S- Some people claimed to have a/c issues, but mine worked quite well.

LaGrangeville
2017-08-18
 Family trip
We had a group of 17, No restaurant could serve us as a group even with a day or two notice, the food was good, not great, lost 2 lbs. the specialty restaurants were great. The worst thing about this resort was the AC in the room, it was hot, resort is beautiful, most of the staff was very nice , pool water to warm. Good value for your dollar

Porto Alegre, RS
2017-08-17
 Time to chill out
This is a good hotel to relax with your family. The staff is kind, the food is average and the room is a good one. Late March is a great option to enjoy the hotel, it is not so full. You should try the parachute ride experience!

Elizabeth, Nueva Jersey
2017-08-16
 Wedding at the Grand Oasis Pyramid
This has been a journey on its own, let me start from the beginning and give you an inside of what should you expect if you are planning a wedding or family reunion at the Pyramid. We started looking at venues and overall good resorts for our guest, therefore we decided to visit Cancun on July of 2016, we visit multiple resorts in the area and checked out what they have to offer in terms of price, amenities and service provided for our special day, and from all the resorts we visited, this one had the more complete wedding packages available, also flexibility of room categories and prices for our guest to stay. I do have to say that this resort is called the entertainment resort, which we like because we wanted our guest to have a great time and not just go to our wedding and have nothing to do in between, just know that this resort have some summer events and concerts, so plan ahead, but even being the entertainment resort just talk to the wedding planner and TRUST them they know what they are doing believe me, just be straight forward on what you like and what you don't like for your wedding.Our first meeting was with a wedding coordinator and they show us what they have to offer we choose to take the O romance package from Latin America which had more reception time and was the most complete for us, we only had 25 guest and were able to negotiate some additions into the package, they were very flexible and attentive to compensate the package, then we made a small deposit to save the date. Then on 2017, 4 months before the wedding we were contacted by the resort wedding planner Fernanda Diaz to finalized all the details and help us navigate through all the confusions that are related to a wedding event and explain everything to us, she took the time to explain little by little every detail.When we arrive to Mexico, 5 days before the wedding we sat down to finalize all the details with photographers, legal wedding paperwork and to finish all the related paperwork. Finally when the date came everything was more than perfect Fernanda and her team were on top of everything making sure all the event was going smooth and taking care of all the wedding logistics, the transition from the ceremony on the infinity deck, to the cocktail hour on the beach, and then to the reception which was on a big gazebo overlooking the ocean, and OMG every single detail was more than perfect and all Guest had a blast and we did too. We would really highly recommend to talk to the Oasis wedding department if you are thinking about planning a wedding on Cancun and ask for Fernanda Diaz she would make your day a successful event. One thing I have to mention is to hire a outside professional videographer and photographer, unfortunately we used the Oasis videographer only for an hour of coverage for the ceremony and I regret that decision, I kind of saw it coming when I saw the 20 dollar mechanical Gimbal and camera set up was very amateur, there team is not very well trained and they don't have a good eye to create great video content, our footage was very shaky and was edited very poorly, no color correction or image stabilization was done, thank god I was bale to edit the video myself and create a way better footage than they did also they took a month to sent the video, and their format was not even compatible with my PC and had to use a video editing software to converted to a usable format. So in other words I would definitely recommend the resort, and their wedding department they did an awesome job hands down, but do not use the video and O photo department.

Denver, Colorado
2017-08-16
 If you can afford better, do better
This was an okay hotel if you want a cheap cancun vacation however the food is subpar (only good at Pyramid only allowed restaurants), the pool is hot, and the area by pool bar smelled so bad. THe gym is old outdated equipment, massage/spa is very expensive (same prices, if not more then standard US prices) and room request was not honored (booked through cheap carribean.com). THe best thing was the entertainment, there was always a show and the shows were really good so we never had to leave the hotel. There were several different arenas that you can go to for shows. Food was great at the 3/4 restaurants that were Pyramid only wrist bands. Also only beach beds available are for Pyramid guests so if you stand at the grand oasis, be sure to be a 'pyramid' guest vs grand or the upgraded Grans oasis guest. Would not recommend nor go back, but was picked due to cheap/direct flights and fairly inexpensive hotel.

Spickard, Missouri
2017-08-16
 Honest review.
I have read good and bad reviews about this resort so i wanted to give you a detailed review of our stay. We traveled to pyramid grand oasis on August 6 -13. When we arrived we waited about 10 mins in VIP to check in. The check in was very quick and smooth. Our room was not ready so we went and ate. After we were done our 2 rooms were ready. Both of our rooms were very clean. The air conditioner worked great. They brought our luggage up immediately and we tipped him. All of their employees work so hard! TIP THEM! We tip 1.00 for drink and 5 -10 for food depending on where we eat.Pools- they were clean and fun but very very warm.Ocean and beach are beautiful. The ocean is very rough on this section of the beach.Food- we tried many places. White Box- reservation is needed. You make those at the restaurant at 2:00 pm the same day you want to eat there. Be waiting at 2! The food was ok in our opinion. It's different for sure.Benazuza was one of our favorites! Everything was very good here. Reservations have to be made at oasis loves you office the day before you go. Well worth it!Black hole was fun. It's a blind taste testing in the dark. You cannot see anything. It was very good and a fun experience. You have to be willing to try new things so keep an open mind. This does NOT fill you up. After we were done we went to a different restaurant.Careyes- was one of our favorites. You do not need reservations. They had the best steak! Perfect! Maki Taco - this was another favorite! It was so good and Roberto the manager made the experience even better. We ate here twice!Maria Bonita was very good Mexican food.IL Forno, dos lunas, Ibiza, sarapes, sports bar (very very hot in there), tacos and Torta, Mr Whimpy, and happy chicken we all good. Sarapes was the only one that did not have a bunch of flavor but still ok. Le Buffet is the VIP buffet and was good for breakfast! Bars- the swim up bars drinks are very weak. VIP, Fontainbleau, and restaurant bars made the drinks better. They did NOT have as large of a variety of drinks as other hotels do but it's still enough. We brought our own large cups to have them fill and that worked out great!Entertainment - there are many things on property to do in the evening. You won't be bored. My 1 and only complaint about the property was when you go to the entrance of the beach there are 2 men standing there with cigars to sell but then ask if you want to buy illegal drug

Fresno, California
2017-08-16
 GREAT HOTEL WITH EVERYTHING YOU NEED!
This hotel was perfect for my husband and I. We stayed at the Pyramid and it was easily accessible to everything we wanted to see/do. The food was good with many different options. The pool is EXTRA LARGE and staff was super nice at all times. The room was perfect for my husband and I with a nice ocean view.

Boca Raton
2017-08-15
 Grand oasis pyramid
Stayed at the pyramid grand oasis and enjoyed every minute of it! Everything from the view of the ocean to the specialty restaurants was an experience in itself. Will definitely be going back to the resort!More

Bellevue, NE
2017-08-15
 Great stay
I took my 3 kids and we had a great stay at the Pyramid. The only shortcomings were that it was not possible to get adjoining rooms or even rooms on the same floor (mine was on the 5th floor, theirs was on the second floor) despite contacting them through various means with our request (booking, check-in and midway through our stay), my sons room air conditioning was barely adequate and their room (2nd floor) also did not have a very good ocean view.The staff were otherwise very helpful and friendly and we had a great time. The nightly shows were amazing.

New York City, New York
2017-08-14
 Few issues, but good overall
Booked the Pyramid @ Oasis for a quick weekend (Fri-Mon) getaway, 3 nights. Quick run-down:CHECK-IN: Like many of the other reviews state, check-in is a lengthy process. We had the VIP Pyramid (black band) however it was still about 45 minutes. There was a group next to us where they had their reservation canceled by the hotel, (was hotel error we found out later) who were probably there for about two hours engaged in a heated exchange, but hopefully that was just an isolated cause. We had reserved a room in the Pyramid, but they put us on one of the beachfront rooms. In hindsight, they both had their pluses, however the Pyramid rooms are larger and newer from what I hear. The beachfront rooms are well, more beachfront. ROOMS: Rooms were bit dilapidated, but it wasn’t really an issue. Everything worked okay, except the fridge was pretty week, would keep things pretty luke-warm. Think this is a common issue throughout the resort though, as other reviews have stated the same. The bottom floor ocean view rooms have an extended balcony which is pretty nice as well.GROUNDS: Place is massive, with lots of space to roam around, big pools, and tons of restaurants and bars. Grounds are kept clean and landscaping is pretty nice. RESTAURANT/BARS: TONS of restaurants to choose from (20+), as well as a couple of exclusive ones (Black Hole, White Box and Benazuza are fantastic, make your reservations as soon as you check in!). In the restaurants, the service was really good. Friendly wait staff, very helpful and willing to give you a good experience, especially in the exclusive restaurants (AMAZING at Benazuza and Black Hole). The bars are okay, place like Coyote Ugly are open till later, but in the bars you can taste the alcohol is really NOT what it states (aka, tastes like gasoline), so you know it’s bootleg. Even when they take the “seal” off, you can clearly see that this is not a normal plastic seal that you see on bottles back home. Pretty much solidifies what’s being stated in the news with counterfeit alcohol all over the Cancun area. Be careful, we stuck to beers for the most part. POOLS: There are three large pools which is pretty nice, however, NO service poolside, and DISMAL service at one of the three poolside bars. They have the SLOWEST bartenders (note, one per poolside bar usually) when there are a bunch of people trying to get drinks. You’d think that they would hire more people, but probably don’t on purpose, so less alcohol is served out by the resort at the poolside bars. Be prepared to WAIT for drinks. Also, the drinks are weak, as you can see the bartender pouring literally one shot worth of alcohol in a blender of mixed drinks he serves out. Same thing here regarding the harsh hard alcohol taste, as it’s definitely not authentic. Another thing – they close the poolside bars down at 6:30 pm!! That is WAY early and it’s pretty frustrating to have to deal with that, pretty much a major buzz kill, as around 6 pm or so there starts to formulate a massive herd around the bars as everyone is trying to get some last drinks in. Bring your own mug (Yeti, etc) so you can maximize and don’t need to keep going back to the bar where they give you small plastic cups. The poolside bar service and early closure was a major downside for us, and a reason for 3 stars instead of 4. GETTING AROUND: Regarding transportation, it’s you can book a shuttle from the airport to the hotel for about $30 USD (private transport). Once there, getting around anywhere they’ll tell you at the door that you need to take a taxi and no Uber. This is FALSE. You can either tell them to let security let Uber up, OR, just walk to the entrance and grab it (and bring it up to get your baggage). Uber back to the airport was $8, as opposed to the $25 USD or so they tried to rip us off on the way back. Also, it was much cheaper doing this to go to town, as the taxi drivers wanted some ridiculous amount for a super short ride. The hotel is definitely in cahoots with the taxi drivers. Just thought it was pretty shady. OVERALL: It’s a big place that may be showing some signs, however they have a TON of options to keep you busy throughout your stay. I can see it being a great party place for a younger crowd but has some more mellowed out options for an older group as well. Some plusses, some negatives, but overall OK. Definitely pay up for the Pyramid (black band VIP) as it will make huge difference in your stay and accessibility. May go back if I found a great deal, but would most likely check out some of the other options in the area to compare if I returned to Cancun.

User
2017-08-11
 Wow maki taco restaurant. Amazing experience
Incredible gastronomic experience. And the josue our waiter and Roberto the manager went out of their way to make our visit extremely pleasant. Excellent atmospheres and service. Also the hotel is incredible... the pools... the beach. Just wowMore

User
2017-08-10
 Defiantly worth it to be VIP with the black wrist band
Overall a great experience so far! Most of the restaurants we went to were great, makitaco was by far the best service (others had great service as well), plus the food was awesome, and also the manager was amazing! Everything else about the hotel was great, the atmosphere and workers at all locations, all the bar staff, and the show in the middle is speechless; I enjoyed hearing the music while I was in my room, some may not but I thought it was great. I wish things were open later, especially the pool, but I also would like to have been allowed to walk the beach at night. The staff all deserve tips for their helpfulness, hardwork, and dedication so make sure you have small bills if you're a tip person.

Arlington, Virginia
2017-08-09
 Worth the stay
Overall this was a great experience and the staff was friendly. We had VIP, which was nice and we had access to more than 20 restaurants (nothing outstanding but the options were great). The pools are large and there are plenty of places to get a drink + the beach is just a step away as well. We didn't attend any shows as we were there for a bachelor party so we spent more time focused on the decent night life parties and casino. I wish they would have had pool side food options and while the food for room service was free - there was a $12 charge per trip. There were also a number of families - which was a little odd to me. Everyone was nice and we met a lot of fun people from all over the world!In general, this is a solid trip for the price and I would recommend it.

Arlington, Washington
2017-08-09
 Really Fun!
MY Wife an I went here for our anniversary and we had a great time! Our favorite restaurant was Cocoa. We ate here at least 3 times. The Chef Aaron was wonderful and made my wife and i a custom desert. Also the service was terrific!!!! Edwardo and his crew was the best and Angel and his crew was great!!! I will defiantly come back to see those guys!!!!

User
2017-08-09
 Resort awesome - food not so much
The resort itself was beautiful and was exactly as shown in advertisements. I felt like I researched quite a bit before going on this trip, as it was our first all inclusive. The reviews were mixed on the food choices and quality, but I figured there was no way that out of some 30 choices that the food could be bad at them all. We even had the "black bands" which mean we had access to everything all of the Oasis properties offered and go to any restaurant or bar on the property. I just assumed that the bad food reviews were those people that are never happy and can complain about anything. We are absolutely not picky at all, but struggled finding a decent meal. There were 2 restaurants that were actually good and the rest was mediocre at best. I was also disappointed because we was supposed to have the "honeymoon upgrades" that included a bottle of sparkling wine and a fruit basket waiting in our room when we checked in as well as a special reservation for a romantic dinner with a bottle of wine. We didn't get any of that and I even asked the concierge about this a 2nd time the following day and he said maybe tomorrow. Never did get any of that. Other little things that I just chalked up to that's how it's done in Mexico was the room had a fridge that was stocked daily with water, soda and beer but it was not cold at all so none of it ever got drank. Another perk gone. Did not see any ice machines anywhere. Another thing I just assumed was because it was Mexico was the second you walked out of your room and into the hallway you started sweating because it was not temperature controlled. Only certain places in the resort lobby are air conditioned such as the VIP check in room and bar and various other restaurants and bars that have a door separating it from the main lobby, but not all. It's understandable to realize how they cannot possibly keep such a large place cool once you walk out of your room. I think we just picked a bad month to go. There were a lot of benefits with upgrading and booking at the Pyramid (black arm bands) instead of the other Oasis properties, but those benefits were not conveyed very clearly as to what exactly it meant such as the beach club. We did not figure out until the last day that we could reserve the cabana's down on the beach and have waiter service for no extra charge. That really didn't matter since it was basically red flags the whole time we was there and didn't get to enjoy the beach anyway.

Iima
2017-08-09
 OVERPAID !!!!!
The first thing you should know is that even if you are paying for the Pyramid which is suppose to be the best in the hotel , it will still be the same except for the room ...which is not that good either and some restaurants that are always overbooked . you will find here the lowest quality of alcoholic beverages , the lowest quality of the food, and the service is terrible , the people inside are soooo tired for so much people and these poor people are working with long pants and long sleeve shirts in a 32 degree weather . When you check in , even if you are at the Pyramid you have to wait around 45 minutes because only 2 people ir sometimes one person is checking in. You can find leaks all around the hotel . the only thing i will definitely rescue from here is the entertainment shows they do have , that is it and the beach of the hotel is beautiful .

User
2017-08-07
 Grand Oasis Resort/ Stolen Items
This is my second time staying this this resort. I tried out the Sens Oasis and the Grand Oasis. They are meh. The beach is really nice and there are a lot of food options. But the rooms A/C can be really rickety. Sometimes they work and sometimes they don't. They could use some help on their hygiene, some areas are pretty dirty. They don't clean the sand off of the hotel room floors very well, and it generally looks sloppy. After I got home from my second stay, this time at the Grand Oasis Pyramid, I had two items stolen from my room. A dress and some headphones. I emailed about the items immediately and have't heard any response back on it yet. :/ I won't be staying with them again.

Pembroke Pines, Florida
2017-08-05
 Good Restaurants!!!
We were a little scared about this hotel because of the reviews! We got a beautiful room with ocean view! It was clean, big room and private terrace!All the restaurants are really good. This is not the best hotel to go with kids. The pool close at 6pm and its full of young people drinking all day. If you want to go to some of the nice restaurants you have to pay someone to look at your kids you can't go with them , they have kids club but it close at 5pm! The attention is not the best one. Some are really rude and not very welcome. The shows are ok. We have the opportunity to see turtles nesting and also we were able to free the babies turtles! That was a blast. I think the hotel should incorporate that as part of activities we found that by chance. It is a beautiful activity that the bay-watches are doing it without been recognized! And it was a great experience for all of us kids and adults.The food was amazing! The hotel has the best restaurants!! We enjoy each one ! Overall was a nice experience!

Baltimore, Maryland
2017-08-01
 Not happy at all.
We stayed at the pyramid for six days five nights. We paid extra money to stay at the pyramid instead of the grand oasis because it was supposed to be their number one building there. We checked in One of our rooms had no air-conditioning & no cold refrigerator. So our all-inclusive beer soda and water was hot. The temperature during the day was 100° our room at night or over 90°. Unbearable to sleep in. One night my wife and I slept in my kids room on their floor. As they had air-conditioning. We let them know about it at the front desk they said there was nothing they could do. They were full. They didn't even offer us a room at one of the other hotels on the property. I've given them every chance to make it right and they have chosen not to. I have all the documents showing every day I would go down and make a report to get our air-conditioning and fridge fixed. I am very disappointed in the lack of professionalism and hospitality they showed myself and my family. It was a family trip for myself and my adult children. Please help.

Vancouver, Canada
2017-08-01
 First time in Mexico, good hotel
I stayed at the Pyramid for 5 nights all inclusive, I had black bracelet and Lagoon view room on the 4th floor. My check in was smooth because I was part of the group of 12. They took us to VIP lounge where we were given a welcome drink while we waited to be checked in. At the check in, staff should fully explain to guest what’s included in their package, what their bracelet gives them access to and ensure that guest fully understand that. Maybe even give them a tour of the property. I observed VIP agents check in few customers and they were given maps, key and not much more was said. People pay a lot of money to come to this resort and more attention should be paid to details. Fridge in my room was empty and it took talking to 3 people for somebody to come in and replace the fridge. Couple people in my group had issues with safe, another one with bathtub clogging. I understand it's a big hotel but ensuring fridge in the room is working and cooling drinks seems pretty basic. With black bracelet you have access to over 20 restaurants and only 1 of them has ice cream and only until 10pm! We all wanted freakin' ice cream at 11pm and Sports lounge which is open 24/7 serves ice cream only until 10pm. Make sure you educate yourself and know what you're entitled to with your chosen bracelet. Benazuza restaurant was excellent, I doubt that any restaurant I visit in a future will top that experience. Beach is beautiful, lots of cabanas, we were able to find space often. Pool is long and loud and it's shallow. Don't expect to do laps in there. People congregate around bars so it's great for chilling. Resort is huge so you can always find a quiet place to read. Kinky Night Club was great, girls are pretty and it's classy. We ate at 10 restaurants at the most, so not sure if anybody had a chance to eat at all 24 restaurants unless you eat all day? Circus show was nice, food service was ok. Black Hole is not my thing, but Spanish restaurant Sevilla, Brazilian Rodizzio, Mexican Sarape and Italian Dos Lunas were my favorite. Most days we went to Tatish for buffet. Staff was super friendly and attentive. Come with open mind and positive attitude and you will enjoy your stay.

lvov
2017-07-31
 Please read reviews before going !
So i just came back from our 4 days stay @ The Pyramid at Grand Oasis, and i highly highly recommend reading all of the latest reviews of this resort. IT IS a DISASTER! Never in my life did i have such a negative vacation experience as this one. -Check in took 1.5 hrs ( no reason) just the way it is.-We were sent to the room with our key, and once there, key wasnt activated, so we had to go down 2 times and still it didnt work. Once we got ok key, we WERE SHOCKED on what we saw inside! Room was painted! Few minutes before we came in, and i mean the smell was terrible and all furniture was moved from Walls cause the paint was so fresh. When we asked what are we going to do in the painted room , they told us to open a balcony and windows and the smell " will be bearable". We of course went to management, it took another 2 hrs to find a free room and at 4 pm we were finally in our room. ( We arrived to the hotel at 11am)- Toilet was leaking through out whole stay, and shower was not working. We called twice for them to come and fix it, so for 2 days were were NOT taking shower basically using outside showers to clean the sand out from the ocean swim.- Pool is large and nice and streches through out the hotel, but the water in the poll is sooo hot that i rather stay outside of it if you dont want to get boiled.- There is NO airconditioning in the main lobby. I believe this is due to the Oasis Theme that they have inside for all the life tropical plants to grow they have to be in humid. so every time passing through the lobby was just like walking outside in the heat.-Food was ok, wait time in the non reservation restaurants is about an hour.-Drinks were fine.-Service and Personnel are AMAZING, they go out of their skin to please and make you smile. Ricardo and Grabriel waiters were our favorite.To summarize it all, our trip was good and fun, but the hotel needs so many renovations and upgrades that it is too much to list.Now you make a choice. As it is not the cheapest hotel in the area.

User
2017-07-30
 Before you book here, just save a little more money for a better Cancun resort!
The list can go on for days on why you should not stay at this resort, none of the hotels or restaurants are worth it. You will be SO frustrated, it will be like you are back at work. Every restaurant has a line... you are waiting and waiting. The air conditioning will fail you miserably, in the rooms and restaurants. We went to the Rodizzio and there were people so mad because it was hotter inside than it was outside. Out of our 5 rooms, only 2 had working air conditioning. Same number of working showers. The pools were filthy. If you do go, make sure you have the "black bands" so at least you can eat at some better restaurants. If you are staying at the Pyramid, there is always music or a show going so don't plan on sleeping in or going to bed early... or bring a white noise machine to help you sleep. The highlights were the casino, a couple of restaurants, the beds were comfortable (not so much the pillows) and proximity to the airport. If you are going with 18 to 20 year old kids, they'll probably like it for the night life. Otherwise this is a BIG FAT NO!

Punta Cana
2017-07-29
 Birthday get away
Where do I even begin? We were a group of 12 and from the moment we arrived we didn't have the correct room set up, although it was booked through a 3rd party I know it's not the hotels fault, but they still couldn't accommodate us so 3 people in a king bed. The rooms are in much need of attention and care, our toilet overflowed about 6 times until they told us to start putting our toilet paper in the trash can on the second day there.. so not one drop of toilet paper could go in the commode without it overflowing. But they only want to give you 2 towels and it was a complaint to get even more. Several rooms down from us two rooms completely overflowed and water was coming out from their rooms into the hallway. They were forced to change rooms.. needless to say the tub would not drain properly plus we couldn't even shower right without all the water coming out of the shower because the glass was not big enough. The room smelled like mildew and mold; we asked to keep a plunger in the room and they said no because they only had 1 plunger.. seriously 1 in the entire hotel!! We could not access our keys 3 times and had to go back downstairs to have them reset! Which they send you to the check in line because the VIP entrance can't handle it, it's a cluster **** of no one wanting to help or go above and beyond their base duties. I complained and everyone just shrugs you off and sends you to the next person. I called one evening around 10pm because the toilet over flowed, after 5 calls to them no one came!!! Until the next morning at 10am when I called for the 6th time!!! Horrible! After 4 calls on 4 separate days they said a supervisor would come or call and that never happened. The rooms hardly have AC and so hot, especially in this July heat.. we had 5 rooms and several had no AC at all, no working refrigerator, no hot water!! The young lady at check in was rude and not hospitable. I asked several times for a manager so I don't want a response now since I am home. Don't fix the problem now because you didn't care while I was actually there!! Best thing about the trip was Benazuza, which is inside the casino so I am sure is not the same management and has nothing to do with the hotel.

Los Gatos, California
2017-07-28
 Many topics
We are here one more night. The lack of response and slowness in fixing a d responding is unbelievable. Ma y restrooms have issues throughout the resort, the lines at the restaurants a d slowness. makes you want to scream.I took 3 days for a hairdryer to be replaced, shoes were stolen from the pool area, and more... could be added. I spoke to several people from guest services. Still managing did not try to reach us. 7 nights, 2 rooms...100% relaxing resort:ABSOLUTEY NOT.The VIP restaurants are very good.

Prestonsburg, Kentucky
2017-07-27
 Five Stars, Awesome Experience
I really don't understand the bad reviews, this place is Top Notched. It's exactly like the pictures portrayed. Food was Awesome, the Beach, Resort and Grounds were Emaculant . The Shows are as good if not better than any in Vegas . You will not be disappointed in choosing this resort . Five Stars all the way . P.S. I was overcharged for a child of 5 years old as a Adult , and feel the resort should give me a Voucher for one Adult to return for the seven days , I will pay for the other Adult . By the way, this was Not the Resort fault but the agency I went through who refuses to refund me . My wife and I would love to come back in November . Thanks, Kimble Collins, Kentucky

User
2017-07-25
 Site Tour for Wedding
My fiance and I toured the Pyramid at Grand Oasis for our wedding in May 2018. The room we stayed in was fine, bed was comfortable, AC worked, plumbing was in working order. We aren't in the room that much, so we don't need anything too fancy. AC was cold and the water/toilet worked. The mini fridge was a bit warm. Lots of food options, of course some are much better than others. We ate at White Box - so good! We were only there for two days so we did not have time to visit all of the ala cart restaurants that required a reservation. The resort has a lively atmosphere, but you can also find a quiet spot if you wish. Lots of day beds and upgraded pool chairs as well. Resort entertainment was actually pretty good. Several night clubs and bars to choose from - there is a lot to do there to keep people busy. The beach is BEAUTIFUL. White sand, turquoise waters. My absolute happy place. The service was hit and miss - but you get that anywhere you go in Mexico. Some were very helpful and others acted put out if you asked them for something. They should expand their top shelf liquors for guests that you don't have to pay for. We were a bit disappointed in their selections. All in all, we would recommend this resort. We've read some of the reviews and did not witness any of the things people were complaining about really (besides the hit or miss service we received).

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