Pyramid

ROME, Dei Magazzini Generali, 4
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100 reviews shown

10/10

Exceptional

11 Mar 2026

David

The property was wonderful! The food was great! And the pool was AMAZING!

Family_with_children

10/10

Exceptional

10 Mar 2026

Shilpa

Review by 43 year old vegetarian American woman, Michigan, USA. Couples trip, middle of winter, end of February).

Why The Pyramid? After reviewing over 50 resorts on The Hotel Zone, I chose The Pyramid because of long Hotel front on beach, long winding pool throughout property, lots of specialty restaurants and buffets, and I wanted an exciting night life/shows/performances. I got all of this! If you are on spring break and partying, you probably don't need to pay extra for The Pyramid and will likely eat at buffets and outdoor burgers/pizza etc. If you want the slower, more formal dining experience, definitely pay extra for the Pyramid access to more restaurants. I personally cannot eat at buffets every meal.

Staff attitude and tipping: I was so scared from reading all the reviews that the staff would not be nice. But honestly, everyone was so nice and appreciative, and I never felt anyone waiting for a tip or asking for one. I personally felt compelled to leave a tip at the sit down restaurants because they were clearly working so hard and trying their best. My husband and I speak some Spanish, and speaking in Spanish greatly enhanced our experience. Try saying Buenos Dias, Buenos Tardes, etc. It goes a long way. But the pace here is much slower than the USA. In the US, it's \"Do more, do it faster.\" In Mexico, it's \"Do Less, do it slower \" No one is in a rush and you need to expect everything to take longer and go slower. I wish I brought extra tip money.

Partner

6/10

Pleasant

09 Mar 2026

michael

It smelled like Fabuloso and bad decision

Family

8/10

Excellent

07 Mar 2026

Victoria

I had read many reviews before leaving and decided I’d go in with my own thoughts. This could have been a way better experience without the bazillion spring break kids who many behaved terribly.
Our room was nice but the door was broken (they said they fixed it but really it stayed broken if you didn’t slam it shut) mini bar…it is stocked (and we had the famous black bracelets) but it was not stocked daily as they said and requests weren’t handled. There were some foods that were great, the restaurants you have to book were nothing exceptional. Drinks were disappointing… very plain and making a million to serve all the spring breakers meant was tough to get a decent one. Next to no chairs at the beach… many chairs at the pool but again… too many spring breakers. While our trip was enjoyable it was not spectacular. I’m ok with the price I paid (booked way in advance) but would not have been happy if had to pay more. Le buffet and bites were the best restaurants, the food at the pool was also nice. They ask you to go to a “meeting” to book to go back - needles to say I didn’t do either!

2/10

Poor

05 Mar 2026

Alejandro

Staff was great, but I was lied to about there being a casino and a karaoke bar both are closed.

8/10

Excellent

04 Mar 2026

TRINA

Food was not great. The first the a omelette tasted so bad. Ketchup was mixed with a lot of water. Nutella mixed with a lot of oil. Those are some example.

Restroom near the beach weee a little messy and dirty.

However the beach was amazing. Staff were nice.

Shows and property good.

Family_with_children

4/10

Poor

03 Mar 2026

Diego

The food was low quality, with very limited buffet options. It was impossible to reserve any of the restaurants before four days of stay. There were very long lines at the bars (up to 20 minutes just to get a drink) and long waits for the restaurants as well.

The most surprising part: all bars close at midnight!!! Yes, if you’re like Cinderella, this resort is perfect for you. If you’d like to enjoy drinks later during your vacation (as most people do), you may want to consider another option.

The staff was not very friendly.

Don’t get me wrong, Mexico is a beautiful country and always worth visiting, but this resort may not be the best choice.

Family_with_children

8/10

Excellent

03 Mar 2026

Juan carlos

Good view of the ocean, Room very clean and the service is excellent.

Family

8/10

Excellent

02 Mar 2026

Michael

This is a nice 3.5 star hotel, not 5 star! The resort was well kept but kind of boring. No poolside entertainment throught the day and the evening shows were uncomfortable due to having to sit on the floor or stairs. Most of the restaurants were inaccessible due to very long waits so we pretty much stuck to the buffets for the week. Pool chairs were slim pickins. If you werent snagging one at 7am, you didnt get one. I dont think it was worth what we paid.... beautiful property though.

Family_with_children

10/10

Exceptional

02 Mar 2026

brett

Ocean room was amazing. A bit old...sliding glass doors were very hard to operate. Room could have been a bit cleaner specifically the bathroom Everything else was amazing!! Highly recommend.

Self

4/10

Poor

02 Mar 2026

Tristan

Out dated, under staffed and poor quality. Food alone would make it a never again for me.

Friends

6/10

Pleasant

02 Mar 2026

Alla

The ocean was little visible, the room was clean at first, but if you get sand , no one will clean it. We had 2 rooms, ours was fine, other one they ignored to change the towels, remove dirty plate, we got ants, the ac was leaking the toilet was leaking.
To sleep at night is impossible , the music was till 3am. so if you travel with kids good luck.
No one cleaned the beach from the grass , like at all, we walked all the was to lagoon to the right , all beaches were clean. No security at the property at all no life guards, lots of drunk people smoking all over, trash is everywhere,
The overall property is covered with palms and flowers, pond with fish that part is beautiful.

The food is not that great, service is worse. Only places with excellent food and service were white box, miramar, and careyes . The most memorable experience is Black sense. be careful not all alcohol is included. And dont miss you reservation as they will charge you.

The coffee shop is nice and great coffee choices ,delicious pastries.

Family_with_children

10/10

Exceptional

01 Mar 2026

Carol

Great view of the ocean. The food was excellent. Many different restaurants to choose from. It wasn't just the buffet, although the buffet food was fabulous. The service was over the top. Waitstaff were very attentive and when we had an issue in the room, they were there immediately to fix.

Partner

6/10

Pleasant

01 Mar 2026

Fatemeh Daryaei

I give 3 stars because I felt there was short staff in most of the places.
We need to wait in the line for drinks, snacks coffee.
Staff could be more friendly, barely the would be smiling and greeting you.
The bedding in the room had some minor spots.
The worst part for me was the little cockroaches in the room.

Family_with_children

4/10

Poor

01 Mar 2026

Sarah

Staff

Family

8/10

Excellent

28 Feb 2026

Douglas Joseph

The reviews about this place are entirely misleading.

While the room was a bit dated we don't go on vacation to stay in a room. The events and shows offered through the resort were on a par with some of the newer and more renowned locations in the area.

The food was exactly what you expect with 3 buffet locations, and 3 different coffee locations. The local places within the resort needing reservations were top notch. The fillet at Careyes was one of the better ones I have ever had and the service was great.

All in all we loved the stay here, the beach was clean and staff were serving food and drinks on it, the pool was well kept and while getting chairs was difficult after 8 am that was more on us fir not getting up early.

The line ups for food were the same as they would be in any large resort. They moved fairly fast and had a decent selection for everyone.

The bars served local and house liquors, with options for upgrades for non well options. But the liquor is included in the cost and if you are going to party it really doesn't matter if it isn't grey goose or Pappy van Winkle

All in all the location and resort were an absolute will revisit again and as we stayed in THE PYRAMID in a standard room on the 2nd floor I know we left some additional amenities on the table and we will upgrade later on for them.

So while a slightly older resort than some and while the rooms may be a shade dated and it has a party vibe to it. it was solid and a quality 8/10.

Partner

4/10

Poor

27 Feb 2026

Sean

Most things here were just average at best.
It’s a huge resort with a couple of large pool areas but hardly any loungers. All part for them to upsell cabanas and “beach clubs” we did this a couple of days but not with the extra charges for an all inclusive resort.
Biggest disappointment - everywhere is under staffed. Every bar is a long wait during the day, swim up bars and beach club bars were almost always 10-15mins. Very few servers to bring drinks or to serve at the bars, unless you’ve paid for the extras at the beach clubs.
Restaurant reservation weren’t the easiest to make happen but the food was generally good, but never fantastic.
Overall, I’ll stick to RIUs for a better all inclusive experience in the future.

2/10

Poor

26 Feb 2026

Jorge Alexander

What appears to be a vibrant, all-inclusive getaway at Pyramid at Grand Oasis quickly becomes one of the most disappointing resort experiences I’ve had. The promised quality service and variety of dining options are mostly a façade. Traveling with a group, we were told the resort was “extremely busy,” which became the excuse for every issue that followed. In five nights, we only ate together twice (both after 9 p.m.) and every restaurant brought new frustration.
Sakura served bland, unbalanced sushi, and Bahia Steak House was the worst of all: tough steaks, unappealing appetizers, and a kitchen unable to cook a simple medium-rare correctly. Tatish Buffet felt unsafe, with gray, lukewarm food sitting out for hours and long wait times. Hosts regularly made being seated feel like a problem, even bringing one person in our group to tears with their harsh tone. Only Le Buffet and The White Box offered consistently edible food.
Drinks were just as disappointing. Most bartenders seemed inexperienced, cocktails tasted cheap and watered-down, and quality varied wildly. The only reliable bar was Sian Khan. While the pools and beach look appealing, the rooms were outdated, uncomfortable, and had bug problems.
To make matters worse, nearly everything closed by 11 p.m., and many advertised amenities, like karaoke, were exaggerated or nonexistent. Overall, I cannot recommend this resort to anyone.

Friends

6/10

Pleasant

25 Feb 2026

Shelly

Call tax a tip, because that’s what it is. You never know how much anything really is as far as tours and stuff. Book them ahead of time to save money. Also, the check out process can be long. You have to wait in the same line as the check-in people. Bar tenders were awesome, food was just okay, and rooms are not the cleanest. Floors are kinda dusty and dirty and we did sets a clock roach in our room at night. Bed was okay.

Partner

10/10

Exceptional

25 Feb 2026

kessandra

Excellent staff, everyone was helpful and friendly

Partner

6/10

Pleasant

25 Feb 2026

Amy Jo

Housekeeping was great.

Drinks and food sub par. A couple of restaurants tried to upcharge on drinks even though our concierge had informed us prior that was not to be the case. We spent the week in a bit of confusion as to what was available with our all-inclusive pkg. Very few umbrellas for pool lounging.

Friends

8/10

Excellent

25 Feb 2026

Lance Myron King Melitta

Great stay good food

Partner

4/10

Poor

24 Feb 2026

Alice Marie

Food was mediocre, we were hit with addition fees upon checking in for what the call hotel resort fees of over $200, this is only in the Mexican state of Quintana Roo, taxis are outrageous expensive compared to Puerto Vallarta. adult pool area is right next to the party area and the music was unbelievably loud. If you happened to miss a reservation for dinner they will charge you, staff at restaurants and pool was the only saving grace as they were super nice and helpful, not so much the staff in the check in areas. Room was ok, some issues with water pressure a few times but we managed. We will NOT be going to Cancun area again as there is are hidden cost in everything

10/10

Exceptional

24 Feb 2026

Eldar

Good

2/10

Poor

23 Feb 2026

Laura

Room was out of date. Tall tub difficult to get into to shower. The second shower was the same but tiles missing all grout and shower didnt work well, pulled spiut tab and it would fall out. When scheduling booking couldnt add 2nd person but when emailed they gave me a quote i would pay at the hotel for adding. Once arroved thwy told me pricing had gone up and was more expensive and would not honor their pricing. The food was mediocre and drinks were all basic. They didnt have creams or liquored flavors that are more in style for flavouraed drinks. The margaritas and pina coladas were basic ad missing flavor. And only 1 option of beers. Struggled getting into getting food at restaurants and drinks. The outdoor food bars had food sitting out in sun for hours and most food spoiling witing for someone new to get sick. Not enough chairs in the beach onces they did have were mostly all in plain sun and missing umbrellas... but you could pay for them and they could offer some with umbrellas. Dont make same mistake as i did and spend a few more dollars and go to a better quality hotel.

Partner

2/10

Poor

23 Feb 2026

Stacey

We booked an ocean front room, when we arrived the front desk told us the resort was sold out, the room wasn't available. We would be put in a standard room. No upgrades were available for the whole week. They were quite rude about it and told me to deal directly with Expedia about a refund for the downgrade in room. I had a manger get involved, still unable to provide me with any type of upgrade for our room for the whole trip. We had the pearl bracelet that got us better food options, however the resort was booked and reservations for dinner each night was booked. After complaining about the service, I managed to get dinner reservations made for each night, I didn't choose, they gave me what they could. The a la carte breakfast looked nice, however upon arrival we were told it was a 45 min wait for a table. Each morning was the same. We showed up late for our reservation at the Italian restaurant. our mistake, we thought the reservation was for 9, it was for 7 They refused to seat us without our confirmation slip. The manager of the restaurant actually walked all the way to our building to get the confirmation paper from our concierge, walked it back to prove us wrong, then told us we could go to the buffet. The restaurant was not full, it closed at 10, he would seat us if we could prove our reservation was for 9 but would not seat us because it was at 7. The customer service was no bueno! 2/10. The beach was perfect, bali beds had excellent service 9/10 Food 5/10 Room 3/10

Partner

8/10

Excellent

23 Feb 2026

Sefika

“The hotel lacks sufficient lounge space, and many guests reserve seats very early in the morning, which creates inconvenience. Additionally, there are not enough restaurant reservations available. Aside from these issues, everything else was fine.”

8/10

Excellent

21 Feb 2026

Jillian

The amenities were excellent, and the rooms were cleaned daily. Sometimes we had to request new toiletries/water after the room was cleaned. This level (pyramid) gets you more access than some other rooms at the same resort, which was great! We had more dining options.

Friends

2/10

Poor

20 Feb 2026

Maria Adriana

The room , how we buy our packages in advance and pay estar for rooms to be in ocean view and king size beds and when we get their they don’t tell us nothing until they take us to our room and nothing what I paid for in advance , last time I’m staying in this hotel

Family

10/10

Exceptional

20 Feb 2026

Olusegun

Clean room, great staff

Friends

4/10

Poor

20 Feb 2026

elisabetta

Pro:
great location and beach, awesome personnel, hard workers, always available and with a smile on their faces.
Cons:
Very hard to find a chair available on the beach or near the pools. You have to wake up at 6am and run to occupy what you can find available...and you need to be lucky.
There are no umbrellas on the beach, no umbrellas near pools.
Looong lines at the buffet locations at every hour and we were not able to make any dinner reservation at any restaurant, at our arrival everything was booked for weeks already...
...Finally, we woke up at 4am one day with water all over our room floor , coming from the hallway putside the room, noone know why, noone offer a refund nor a reimburse of our soaked wet stuff.

Family_with_children

2/10

Poor

19 Feb 2026

Leard

I am extremely disappointed with my experience at The Pyramid by Oasis. When we arrived, we were informed that our original room was no longer available because the hotel had overbooked. Instead of honoring our reservation, they switched us to a different room without any real explanation or proper accommodation.

What made the situation worse was the attitude of the staff. They were rude, unhelpful, and showed no concern for the inconvenience they caused. There was no apology, no effort to make things right, and no customer service whatsoever. After traveling and expecting a smooth check-in, this was the last thing we needed.

Overbooking is a management issue, not the guest’s fault. The way it was handled was completely unprofessional. I would not recommend staying here if

4/10

Poor

19 Feb 2026

Natalia

Property is nice, the lack of pool or beach chairs was ridiculous.

Family

6/10

Pleasant

18 Feb 2026

ELIZABETH

Our room only had 2 double beds. My fiancé and I prefer to sleep in 1 bed and double beds are not big enough. I requested a king size months ago and received a reply they would accommodate but they didn’t and said they had none available. Our shower drain wouldn’t drain they sent someone twice to plunge but it didn’t work so had to shower with it in low pressure so the water could drain. Couldn’t get dinner reservations at all our first night and the second night was able to lock in 3 dates of our 6 night stay with what was available. Buffet was small and repetitive and saw cross contamination of food also just other foods mixed with foods. No blenders at any bar except one so no frozen drinks in the hot weather. Some of the cooks looked miserable. Grill was supposed to open at 11 and kept being told 15 min but was told it wasn’t ready til 11:30. Definitely consider this a low budget hotel.

Partner

10/10

Exceptional

17 Feb 2026

Heriberto

Every single thing was awesome except breakfast delay at cafe del mar

2/10

Poor

16 Feb 2026

Dona R

Room smell was horrible. Asked for change. They had nothing available. When we showered and floor in bathroom and across hall flooded. To accommodate us they offered more towels to absorb water. We discovered a 7” hole in the tub so every time we showered floor flooded. Thus the horrible smell of molding water under loose tiles on floor. Day 4 after husband slipped on wet floor and torn off his big toe toenail they finally had repair staff fix the hole in tub but that did nothing for the horrible smell. We spent most of day on beach or at pool. But sleeping in room growing with mold was less than desirable. The tiles on floor were no longer glued down where water leaked so this problem must have been going on for a long time

Leisure Family

2/10

Poor

16 Feb 2026

Kelly

We purchased an ocean front suite and upon arrive were told they were sold out and they couldn’t give it to us. The hotel has done nothing for us and Expedia has done nothing for us even though I contacted multiple times and was told we were on a “urgency” list. We couldn’t get a reservations for dinner and overall just a horrible experience.

Leisure Family

8/10

Excellent

15 Feb 2026

Shannon

Stayed for 4 days Staff were great, friendly & helpful. Cleanliness was good. Food was good. Wish there was music around the resort especially around the bar areas/pool areas. But overall a great experience I would come back & will recommend to friends & family.

Family

2/10

Poor

15 Feb 2026

Kathleen

Room smelled musty. Bed was hard and uncomfortable. Dated. Maintenance painted outside the room one day and the room reeked of paint fumes. No beach chairs to be had unless they were broken. Buffet food sub par. Couldn’t get into restaurants. Drinks watered down and no frozen drinks offered. Wait staff and bar staff friendly. Nightly entertainment mediocre. Ocean was stunningly beautiful but would find somewhere else to stay next time. Would not recommend.

Leisure Friends

6/10

Pleasant

14 Feb 2026

Maryam

The hotel is very beautiful, nice and long pools
Foods are good
Only problem is the old bathroom, ours had leaking water from ceiling in the bathroom which caused an injury to our son due to wet floor which they didn’t fix the issue when we reported it!!!
We ended up with an emergency doctor for my son and loosing 2 days of our vacation due to his injury and stressful situation!
They did not do anything in the hotel as a customer satisfaction compensation, just brought a doctor and after a day fixed the water problem.

Leisure Family_with_children

2/10

Poor

12 Feb 2026

KORINNA MICHELLE

This resort sucks. From the room not having water at times and when it did have water it was brown... food was horrible - ate bread the whole time. Pool was cold. No Bali beds available at the pool - no chairs available at the pool. Drinks were soooo watered do6. No top shelf alcohol at all even though we paid for & upgraded to the highest level wristband possible. DO NOT RECOMMEND!!!

Leisure Partner

6/10

Pleasant

09 Feb 2026

Jose Jesus

Room need to be remodeled. Food quality was average. With the exception of Careyes, food was great with excellent service.

Leisure Friends

10/10

Exceptional

09 Feb 2026

Indhira

I had the best time . The hotel was great . Somehow we got upgraded to a suite which made the experience 10 times better . The workers were all very nice and helpful and the beach was beautiful. The tacos by the pool at “the Placita” were delicious. I recommend staying here and will definitely stay here again.

Leisure Partner

6/10

Pleasant

08 Feb 2026

Carol

Toilet ran day and night, shower water was warm at best, tub did not drain so was up to my knees when finished. Balcony door went off track when opened.

Leisure Friends

2/10

Poor

07 Feb 2026

Vijay Singh

They hide and overcharged when I check in . Rooms was okay but no one try to help if we needed any other help or concerns .

10/10

Exceptional

07 Feb 2026

Cesar

The inside of hotel and plants is beautiful

Leisure Partner

8/10

Excellent

04 Feb 2026

Gurvinder Singh

Good

8/10

Excellent

03 Feb 2026

Cindy

Our room was ocean front and the view was beautiful, the staff was excellent and buffet and all Carter’s all great. What I would suggest is that you pre warn people of the different levels of accessibility based on the color of your wristband. Being ocean front we had black wristbands and had access to different services than other colored wristbands. Personally when booking a package this should be disclosed. I saw people with blue wrist bands turned away at coffee shops and some other on site restaurants.

8/10

Excellent

02 Feb 2026

Ravinder kaur

Staff was courteous. Food could be better and bathrooms needs to be upgraded, sink water was clogging. 7.5/10

Leisure Family_with_children

10/10

Exceptional

01 Feb 2026

Patrick

Staff is extremely helpful and excellent. All people should leave this at the highest review.
Lots of things to do every day including a large clean gym. The ocean is super close to the resort . Feet away. For best experience and food get the black bracelet . This will get you ocean view from restaurants and hotel room. All rooms have balconies and other hotels in Cancun don’t have this option.

Leisure Family

2/10

Poor

01 Feb 2026

Krista Lynn

More staff is required to accommodate guests, long lines everywhere, check in line took over an hour. Not enough pool or beach chairs available for the amount of guests.
Beautiful resort and great food! That staff they do have were friendly but over worked! Was a much more negative experience this time than our last stay in 2021.

Leisure Family

4/10

Poor

28 Jan 2026

Sammy

When I arrived for check-in, no one was out front greeting guests. There was no bell service to take my bags. When I arrived at the registration office, there was one person checking in people and only one group ahead of me. However, I still waited 20 minutes before someone was able to help. No one offered bell service and I had to carry bags to Playa 1. As soon as I entered the room, I noticed how dated the room was. Everything was damaged and worn. The room looked very cheap and old. The night stand was damaged, all the mirrors and glass are scratched and damaged. The bathroom looked rough. The mirror is damaged with scratches and spots, the right sink leaks water all over the counter top when the water is turned on a low flow setting. The makeup mirror is old, damaged, and poorly painted over. The shower tub is stained and dirty. The shower head is corroded and has a broken piece. One of the light fixtures on the night stand has a bulb that is out. The bed had no cushion and felt like I was sleeping on a piece of wood on springs. The pillows were extremely uncomfortable. I asked the check-in staff the night of my check-in if there was a different room that was in better shape that I could move to and they referred me to the concierge in my building. I stopped by Concierge today and they said they are completely booked with no other option and no upgrade available. I have tried all 3 buffets and the options were very limited and the food was below average in taste and qlt

Leisure Family

10/10

Exceptional

26 Jan 2026

Nilia

All of the above was satisfactorily

Partner

8/10

Excellent

25 Jan 2026

Ian

The room was a bit far from the lobby area.

6/10

Pleasant

25 Jan 2026

Martin

I think the place for the pools and drinks are good here but the service didn't really seem as welcoming as I would've wanted. More like they have to do something for you rather than want to with zero emotion. Some people were good but the majority didn't really care it looked like.

Leisure Friends

4/10

Poor

24 Jan 2026

Hossein

Food was really bad

8/10

Excellent

23 Jan 2026

Luis Gerardo Lopez

We stayed at The Pyramid the food and restaurants were amazing the only thing I didn’t like is that even tho you get all inclusive package in some restaurants you still have to pay. Staff was very friendly. The room was an 8 on clean.

Partner

6/10

Pleasant

23 Jan 2026

shiela

The hotel is very nice. The rooms are okay but the bathroom is outdated rooms needs to be updated. The lines were so long for the drinks. The buffet was the same thing everyday

6/10

Pleasant

23 Jan 2026

chris

the room was great, the staff was okay
the issues i have are numerous

every bar has only 1 bar tender and a line around the resort even though they got more than 1 bars

the water in every pool they have, and they have more than 10 pool, each pool has the same temp of ICE COLD
not one heated pool on the resort at all!!!!, even the plunge pool on the balconies are ICE COLD

the food was subpar at best for most of the placesto eat, here is the thing, they have over 10 places to eat, but most of them are sharing a name so, Il Forno is also Dos Lunas and so forth

black sens, shakura and white box were the only places worth eating and they are not all open the same time

eating, is crazy cause reservations are very hard to get!!!!!!!!!!!!

towels are scarce, you have to keep the ones that come in your room

lets talk about the cups from the bar!
they kept running out of these cups and sent staff around with a plastic bucket to collect these cups and did a horrible job at washing them for reuse

by the pool the placito food court didnt have any cheese for the burger at all
ran out of ketchup

by the pool close to the oasis adult section there was a faint smell of sewer due to the bathroom on the other side of the swim up bar being flooded from time to time

the sport bar, turned off the lights during the NFL playoffs this pass weekend when the game was in OT with less than 4 minutes left on the clock

ok, so now lets talk about the liquor, horrible upcharge on common drinks

Leisure Partner

6/10

Pleasant

21 Jan 2026

Cecilia

Reception front desk check-in was HORRIBLE rooms not what I asked and paid for, imposible to make restaurant reservations, everything closes at 11pm 👎

BEACH POOL AND RESTAURANTS STAFF VERY HELPFUL AND ATTENTIVE.⭐️⭐️⭐️⭐️⭐️

Leisure Family_with_children

6/10

Pleasant

21 Jan 2026

Monika Anna

bar closed after 11 pm, bartenders not friendly. No fun there

Leisure Family

10/10

Exceptional

20 Jan 2026

Maureen

Absolutely amazing experience for 11 days! Stayed in an ocean front, huge room and the view was breathtaking. Steps away from the beach and pool. Service and food was so good! We will definitely stay at this resort again.

Leisure Family

10/10

Exceptional

19 Jan 2026

Alicia

We took 15 employees for a team building trip. We had the best time. The rooms were amazing and the staff (especially Kevin at the beach beds) was amazing. This is our second time to the resort and we will definitely be back. Nightly entertainment was a blast as well.

Business_and_leisure

8/10

Excellent

19 Jan 2026

nemanja

Pool water was to cold. Long lines to get a drink. Was slightly difficult to move with a stroler they don't have ramps everywhere.
Food was good, entertainment was great. Rooms were huge

4/10

Poor

18 Jan 2026

Caitlin B

Check in was a nightmare, food was terrible

Leisure Partner

6/10

Pleasant

18 Jan 2026

Jan Philip

The rooms were nice, the food was horrible

Leisure Partner

6/10

Pleasant

17 Jan 2026

Danielle

Room was a bit dated, food was ok, and not a lot of night life

Friends_and_family Family

6/10

Pleasant

15 Jan 2026

Eva

Cleaning is zero . Food not acceptable only the location of the hotel

Leisure Family

6/10

Pleasant

15 Jan 2026

DANIEL

There are not enough seating chairs on the beach or around the pool. There are no hot tubs or whirlpools on the property. The jacuzzi rooms have no hot water in them. The property is old and was remodeled at some point, but it had a very poor workmanship. The staff is very nice, and they have done the best with what they have.

Leisure Family

10/10

Exceptional

13 Jan 2026

Zachary

Clean room, good staff good food

10/10

Exceptional

12 Jan 2026

William

Terrible Alcohol selection rock gut only one type of draft beer thought out the enter resort. BS

Leisure

8/10

Excellent

11 Jan 2026

soe moe

Clean room, all working staff were nice, check in staff could’ve been nicer.

2/10

Poor

11 Jan 2026

Daniel

Food was horrible and the service was ok.

Leisure Family_with_children

4/10

Poor

09 Jan 2026

Jose

Poor service and poor food quality on buffets , Room requested wasn’t available I had to sleep on a very uncomfortable sofa , unexpected extra fees , 👎

2/10

Poor

07 Jan 2026

Louay

Very poor organization. Made us change rooms half way through our stay due to “plumbing issues” offered no upgrades. As a pyramid premium member, you have almost nowhere to eat considering all restaurants are over booked from the first day till the last. Overall I am not very pleased with my stay. Will not be coming back.

Leisure Partner

8/10

Excellent

05 Jan 2026

Tung

Good

4/10

Poor

05 Jan 2026

Cuong

Everything seem
Ok but the restaurant, we check -in at 3p.m on Thursday and some restaurants

8/10

Excellent

04 Jan 2026

WALTER

Tte property is a little dated, however the staff was friendly and made us feel at home, the nightly show were very entertaining, the food and restaurants where not good at all, besides that overall it was ok

Leisure Partner

10/10

Exceptional

01 Jan 2026

Ajith kumar Ayilliath

We had an excellent holiday stay at The Pyramid Cancun! As a non-vegetarian family, we were thrilled with the food quality and variety—the Mexican, Japanese, and American options were all top-notch. Our dinner experiences at Maki Taco and Sakura were outstanding, and we also enjoyed the variety at the Tatish dinner buffet. For breakfast, LE Buffet was a daily highlight, and we loved our lunches at Miramar so much that it became our regular spot. A special mention must go to the staff at all the restaurants; every person we encountered was incredibly courteous, professional, and helpful. The resort’s access to the stunning turquoise beach and the massive pool was simply amazing, and our room was clean and comfortable throughout.

However, the experience wasn't perfect. Despite being a top priority, we were unable to secure dinner reservations at Careyes or Benazuza, which was disappointing. Additionally, the check-in process was frustratingly slow; the registration staff seemed to struggle with the system and lacked the patience to help us navigate the reservation process. Overall, it’s a beautiful resort with incredible dining and wonderful waitstaff, but they could definitely improve the front-desk service and reservation accessibility.

Leisure Family_with_children

4/10

Poor

01 Jan 2026

Anthony

The staff first said they could accommodate us in Si Caan and when we arrived stated they couldn’t. But then provided three different rooms to upgrade us to Si Caan. Terrible beginning. The food at the buffet is average at best. So that meant breakfast and usually lunch was just ok. The specialty restaurants were really good. All bars closed at 11pm or 12am.

Partner

6/10

Pleasant

01 Jan 2026

RAHIT

The staff was very helpful and friendly. However the bathtub had issue with water not draining properly. Bathrooms throughout the facility were not well maintained. Food options were limited and could be improved. It felt like buffet meals at few restaurants were pretty much same each day. The two restaurants we wanted to eat at were well reserved ahead of our visit and so we could not eat dinner meals since no reservations were available. Parking was not an issue. Check-in and check out was a breeze.

Family

6/10

Pleasant

30 Dec 2025

Edwin

Our room's overall design is outdated; the toilet didn't flush, the sink leaks, the hot water didn't work, and the front door won't open without a loud scratchy sound on the floor. We complained to the front desk and requested a room change. They sent someone to fix some of the issues, but not all of them. And they never follow up with us for our room change request.
The restaurant selection is not great, and we can never get a table for the Mexican restaurant we wanted to try. We ended up eating at the same buffet almost every night.
The public bathroom near the beach area is very filthy during the middle of the day. The poolside bench chairs are always dirty. Some staff at the coffee stand and food stand had an attitude when we had issues understanding them.
We understand the Pyramid Oasis is not a high-end resort, and we didn't pay the premium. But some of the basic service quality is missing and we won't recommend this resort.

Leisure Family

8/10

Excellent

29 Dec 2025

Michael

The building might be a bit old, but that didn’t take away from our experience at all. My family and I had a great time during our stay. The atmosphere was welcoming, and the staff were incredibly kind, helpful, and attentive throughout our visit. Their excellent service really made the difference and made us feel comfortable and cared for. Overall, we truly enjoyed our stay and would happily return.

Leisure Family

8/10

Excellent

29 Dec 2025

Leonardo

Overall good they can do a better job upgrading the rooms also need to walked out to take my Uber since they do not allow them inside ( I did not like it )

Leisure Family

10/10

Exceptional

28 Dec 2025

Brandon

great experience!

Leisure Family_with_children

6/10

Pleasant

28 Dec 2025

sachindra

For $400 a night I expected a lot more

Cleaning was at best 6/10 effort

Getting supplies like towels / sundries took over 2 hours sometimes to get to you

English is limited so when they don’t understand you … you are dismissed

Food was substandard at the buffets .. and vegetarian options are limited

There are certain sections that are restricted for specific sub hotels and we were very abruptly asked to leave or we would be charged for it

I’m not sure if it is Mexican culture but their customer services leaves much to be desired …

This place is at best a $ 100 per night and leaves much to be desired …. My recommendation is stick to the major hotel name brands …. Cancun was amazing however I would spend my money elsewhere.

Friends_and_family Family

2/10

Poor

27 Dec 2025

Alicia N Garcia

I’ve stayed at many all inclusive hotels never had an experience like this to start off you don’t get any information from checkin staff the place is huge and you have to sit through a presentation and get some kind of membership for special treatment and to get restaurant info and reservations which we didn’t do as we have two kids and this is a vacation not trying to purchase anything else We stayed 7 night takes a lot of saving for a family of four to go on a vacation like this to start off eating at the buffet multiple times a day gets old very quickly, but it was almost impossible to get dinner reservationexample, we arrived on a Thursday and they didn’t have openings for dinner reservations on Thursday or Friday night also they weren’t taking reservations for Christmas Eve dinner you had to wake up at 4 AM. Our time to go stand in line in the lobby to be able to get a dinner reservation for that night that is ridiculous as everyone there is on vacation, but I guess their goal was for people to purchase a $60 dinner again trying to make more money as people already paid for an all-inclusive stay at this hotel.Staff was not very friendly all the bathrooms smell like urine multiple times bathrooms didn’t have toilet paper available or hand soap The room was very dated. Smelled like urine the whole time the bathtub water would not drain it was clogged and the showerhead stopped working on the second night they were definitely understaffed multiple areas. The roof was leakin

Leisure Family

4/10

Poor

27 Dec 2025

Timothy

Beach epic. Exterior of property epic, don't look close.
Rooms and staff and food very 67 at best. Save your money look around. Go here if you have to.
Paying $200 USD upon arrival for environmental something was the best surprise. This property is not trying at all to clean the beach or be eco friendly.

Leisure Family_with_children

10/10

Exceptional

25 Dec 2025

Donovan

Great staff, tons of restaurants, upgraded us to an oceanfront room for free. Would go back here when I visit cancun! I don’t recommend peak times though, it can get very busy.

Leisure Partner

4/10

Poor

24 Dec 2025

Kevin

The outlets where falling out in the room, one of the fixtures wouldn't turn the sink off, had to turn it off underneath. Had to mess with with the shower fixture to get it turn off. Check in was confusing no one taking our bags and directing us where to go. They say they have alot of restaurants but when we tried to make a reservation on the first night they were already booked for our entire stay so we had to eat at the buffet for dinner our entire stay. Nice location but would not stay there again.

Leisure Family

2/10

Poor

24 Dec 2025

Luis Ricardo Lee

It was a very very very terrible experience

6/10

Pleasant

23 Dec 2025

Dorothy

Food was good
Bar staff was friendly
Staff at the snack bars were very unfriendly
Bedroom was clean. Our friends that were with us had trouble getting clean towels daily.
Washrooms were out of paper towel ALWAYS!!
Overall it was ok. 5/10

Leisure Family

8/10

Excellent

22 Dec 2025

Juan

Hotel’s WiFi doesn’t works properly

Leisure Family_with_children

6/10

Pleasant

22 Dec 2025

TRACEY

We have been to the Pyramid several times. This time it felt like everything was different, and not in a good way. Staff seemed lazy and not interested in what guests had to say. Service was very lacking in restaurants and bars. We will probably search for an alternate hotel next trip.

Friends_and_family Friends

6/10

Pleasant

20 Dec 2025

Rosalva

It was hard to get room service and also had to wait almost 2 hrs for toilet paper refill. They cleaned my room but left me with wet sheets on my bed.

Leisure Friends

8/10

Excellent

20 Dec 2025

Laura

Very clean, an small issue at breakfast once. Staff very friendly. Upon arrival at check in we didn’t get all the information required. Hotel is too big.

Leisure Family

10/10

Exceptional

19 Dec 2025

Frederick

Excellent Staffing and courtesy that was focused on the details UNMATCHED!!

Leisure Family

6/10

Pleasant

17 Dec 2025

veronica

Food

Leisure Family

6/10

Pleasant

16 Dec 2025

David

The room was okay, it wasn’t great. Shower valves were loose and would come off. Showers also leaked a lot of water when showering. Coffee machine didn’t work. Overall staff was great once checked in. The check in process is the worst. There is no order and you could be there first but because they take such a long time to check in the staff would call the other people that have just gotten there instead of guest that have been waiting longer. Each check in must of taken 30 min or longer. The property itself was very nice. Nice pools and bars. Buffets were amazing.

Friends_and_family Family

2/10

Poor

16 Dec 2025

JUAN

Room was had a damn and mold smell. It rain and we got water in the room through the sliding windows.

Food was horrible except in the VIP members area

Beach and water were nice

Family