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Customer Reviews in The Pyramid Cancun
Jessica T
(November 2025)
Excellent food
I have stayed several times in this Hotel and this time I found that maintenance is needed especially in the rooms, this time we had 3241. The balcony door had no handle, it jammed when closing, in the bathroom the water leaks from the shower, the base of the bed is loose, it moves a lot and they did not toilet every day, very basic cleaning. The pool is very nice and also the beach area, with that characteristic blue water of Cancun, high waves and without sargassum, but more bunk beds are needed in this area. Balinese beds and beach clubs are available for an extra charge. Drinks are regular, there are no recognized bottles. Bar service ends at 12:00 The best thing about this hotel is its food, there are very good restaurants and an unparalleled experience in the Benazuza restaurant. Our flight was leaving very late, we wanted to book a complimentary room, there was no room and we could not extend the check out. Overall the staff is very friendly, except for Mrs. de las Snowes, not a good day we deserved.
Felipe L
(November 2025)
Excellent treatment and great pleasure!!
It is always a great pleasure to visit this majestic and imposing Hotel The Pyramid Cancun!! The treatment and service have always lived up to the excellence !! The stunning view of the turquoise sea, accompanied by the excellent treatment we received from all the staff, makes the stay unforgettable!!
antonio b
(November 2025)
Excellent resort in medium service no all inclusive
The hotel has a very Good. Many pools, direct access to the beach. Very varied food. The rooms are spacious and good accommodation. Leave to desire at work. There is almost nothing beach chair and insufficient pool chairs for guests. Many environments have q to be paid even being in the upper suite and these occupy the best places. The breakfast is perfect. Very varied. But during the day the service falls a lot. The queues to pick up drinks are tired and slow. The queue of catching extremely slow food and bad mood employees who have no less interest in helping. You waste a lot of time in queues to eat and drink. Lunch in the restaurants has q the luck of co following place. The sun, beach, swimming pool and environment but the service leaves to be desired.
Lauren P
(January 2026)
Wonderful romantic getaway with my husband!
I recently revisited The Pyramid at Grand Oasis after twenty years, having originally stayed here as a 19-year-old, and so much has changed! This is no longer a party hotel for underage Americans, which is a very good thing. The resort now enforces age requirements for booking rooms, creating a much calmer atmosphere with a mix of family-focused and adults-only experiences. The best part of the resort is the beach. I’ve traveled all over the world, and nothing compares to the beautiful blue ocean here!! There is a small rip tide but, the life guards are present and very attentive. We saw two people rescued that ventured too far away from the crowd and into the potential dangerous area. Just stay in the area infront of the life guards and you will be just fine. The pool experience was also excellent, especially with the Sian Ka’an upgrade, which was well worth it for a quiet and relaxing environment in the designated spot. Victoria and William gave excellent service poolside! Service throughout the resort was excellent but, tipping made a noticeable difference! I would tip beforehand and not after service. I tipped $5 consistently rather than $1, and the elevated service was absolutely worth the extra cost. Our room in the Sian Ka’an section was incredible and very quiet and a beautiful view of the ocean. Room service was included, which we used every morning, always requesting 4 bottled waters to stay hydrated. With Sian Ka’an access, we could dine at the higher-tier restaurants. Some were booked, but with polite persistence and generous tipping at concierge , we were able to secure reservations. One dinner at a lower-tier Oasis restaurant was disappointing and we didn’t finish our meal, though the service was still wonderful. A lunch buffet in the Oasis section was bland and forgettable. In contrast, the sushi restaurant was outstanding and surprisingly some of the best sushi we’ve had! White box was wonderful too! The romantic beach dinner which was about $200 was another highlight, featuring fresh lobster and excellent seafood, with incredible service from Paulino. It was worth the extra fee!! The coffee bar in the mornings had great espresso, and the bars across the resort provided excellent service. Beach chairs fill up early, so plan to be out by 7 a.m. to enjoy the sunrise and secure a spot. To put things into perspective, we spent $3,000 total for four nights and five days, including airfare. For the price, the value was excellent, especially with the Sian Ka’an upgrade, service, and beach. I would not return with my kids, as I would only stay in the Sian Ka’an section, which I don’t believe includes children. However, for a romantic, quick getaway with my husband, I would return in a heartbeat!! My advice is simple: smile, be kind to the staff, and bring an extra $100–$200 in $5 bills. That small effort goes a long way in creating an exceptional experience!!
Chester Sprang
(January 2026)
THE SIAN KAAN EXPERIENCE
Dear Reader, My stay in the Sian Kaan Master Suite with Jacuzzi was a much calmer and more luxurious experience compared to the main resort. The atmosphere was peaceful, elegant, and refined, with excellent high-end amenities and outstanding OASIS PLUS customer service. The Pyramid also features a state-of-the-art congress and convention center (MICE) that can accommodate up to 1,500 people, making it ideal for large events and conferences. With the golden bracelet, I had no issues booking reservations and enjoyed exclusive gourmet dining every day at one of the Sian Kaan specialty restaurants. I dined once at a lower-tier restaurant called Dos Lunas, where dinner was accompanied by mariachi music. And surprisingly, it was a wonderful experience! The food felt comforting and heartfelt, as if it had been prepared with love by my grandmother. Every morning, I enjoyed an exclusive Sian Kaan breakfast at Miramar, offering an excellent and wide variety of choices. The Sian Kaan Club daily entertainment and the nightclubs were outstanding, especially the Atrium night show, which was truly impressive. I would definitely return for the Sian Kaan experience. I highly recommend staying during the low season to avoid large crowds and long lines. Doing so will ensure you a very pleasant, peaceful, and unforgettable vacation. Warmest regards, CHESTER SPRANG
markmarshall6
(January 2026)
Capstone Party Trip
Had a great time on our trip. Kevin was fantastic. We wore him out and he never complained just smiled. Thanks Kevin. You made the trip for us.
Belen P
(February 2026)
Excellent everything. Premium Gourmet really
Excellent everything really!! A few hours ago we checked out and I want to highlight the excellence in all the service, the quality of the food, attention and the place. All impeccable, very friendly staff and food delicacies..we stayed 10 days and it was impossible to eat in all restaurants because of the great variety and everything they offer....fully recommended the pyramide! Thank you.
Gilberto Guzman
(February 2026)
The Pyramid Cancun-GRAND OASIS//Coffe and Mi
We went on holiday a few days ago, to this resort, and as always we did very well, we booked at The Pyramid Cancun, and the truth was super excellent, we booked Sakura restaurant, very very good Peruvian fusion Japanese food, but where we had the best experience was at COFFE AND MI, with the barista CARMEN FERNANDEZ, Wawwww prepares you some nice coffees and some teas uffffffffff, we touched that it was cold, then we super enjoyed the cafeteria.... this cafeteria is in the Pyramide building... eye on arrival book your restaurants because they usually fill up, as long as they book at PYRAMIDE, many complain that they do not let them in, but that depends a lot on what they reserve... eye with that.... greetings.
Uliana A
(February 2026)
Beautiful Resort, Great Food, but Not Ideal for Toddlers
We stayed at the Grand Oasis Cancun for 14 nights and were impressed by many aspects of the resort. The property is extremely large — we averaged between 8,000 and 11,000 steps daily — and the grounds are beautifully designed with numerous pools spread throughout. Dining The dining options were excellent. The three restaurants that stood out the most were: • Sakura – fantastic atmosphere • Benazuza – outstanding culinary experience • Black Sense – among the best in terms of food quality We also appreciated the two cafés offering pastries, customizable coffee drinks, and the ice cream station Delmar became our go-to spot for breakfast, and Marketplace felt more intimate compared to other buffet areas. The food quantity and quality across the resort were consistently satisfying — not overwhelming, but just right. We were even surprised to find oysters available. Bars The cocktail bar that opens at 3 PM has wonderful bartenders and a pleasant environment. However, one Saturday night felt unexpectedly dull. For such a large resort, adding a DJ or some entertainment would significantly improve the evening experience. Staff Every staff member we interacted with was friendly, welcoming, and helpful. They handled all our questions and needs with care. Areas for Improvement (Especially for Families with Toddlers) Although we enjoyed our stay, the resort is not very suitable for very young children (our son is 2) • The kids’ club only accommodates ages 4–12, leaving no options for younger toddlers. • There is no playground or toddler-oriented pool with small slides or water features. • No changing tables in public restrooms, making diaper changes inconvenient. • Evening entertainment is geared toward older children and adults. Additionally, our room (1327) had an odd smell, and the bathroom could benefit from some renovation. It was not terrible, but could definitely be refreshed. Overall Despite these downsides, we had a lovely experience overall. The resort is beautiful, the food is fantastic, and the staff is excellent. We would happily return once our child is older and can enjoy the larger pool areas more comfortably.
louis t
(February 2026)
Great Experience
Everything was great except for the communication with employees. They did not give us proper information until it was too late. I did not know that you can stay until 6pm on checkout day. Our flight was at night and we had a shuttle transfer at 2pm, but could have stayed until 5. They also do not tell you that when booking the Pyramid hotel, you do not necessarily stay in the pyramid shaped building. This is actually a category that has the "black wristband." The Oasis booking is the blue wristband that has less access to certain restaurants. Then there is the Gold wristband for those who choose the Sian Kaan room which has the most access to all restaurants and private lounges. The room was the best. Clean and great view of ocean. Stocked with water, beer, chips and soda. Beach was not crowded but too many rocks near shore, so we walked down to other resorts that had less rocks and swam there. Food was just OK, but very good variety having 15 restaurants! Definitely worth the price. We got our room for $962 for 3 nights for ocean front, which is a great deal during this peak time of year. Might go back if other resorts are much more expensive.
chloe mcneill
(February 2026)
Great holiday
We recently stayed here for 10 days and wanted to leave a positive review after reading so many bad ones before arriving. I will state we paid for the Sian kaan experience which gave us full access to all bars and restaurants throughout the complex! First of all our room was great, spacious, modern and cleaned daily with fresh towels. The food was very mixed, the breakfast at both cafe del mar and le buffet were brilliant, fantastic selection and always something we liked. We always preferred lunch over dinner, there were plenty of options of restaurants and very luxurious meals were served. In the evening we had a few hit and miss meals. Sakura was beautiful and our waiter was brilliant at suggesting different selections when we didn’t have a clue what to order. Benazusa was a 14 course dining experience which was lovely and a great experience. Black sens the black out restaurant was a great experience but the food wasn’t great here. We loved spending the day at cafe del mar with waiters Rodrigo and Edgar never having us without a drink , our favourites by far! One thing this place lacks is somewhere lively at night time.
Renise S
(February 2026)
Paradise looks just like a postcard
We stayed at the pyramid Cancun for Valentine’s Day weekend, February 13-16, 2026. The room that we selected was the. pyramid master suite ocean view. The service was immaculate. The room was absolutely gorgeous. The view was like looking at a postcard. The food selection was good because I guess with this room comes the higher quality restaurants. The first night we ate at a Japanese Peruvian Mexican infused restaurant that brought out several different dishes. It was absolutely amazing. The second night we ate at the restaurant that gave you 17 different dishes to try. It was absolutely amazing as well. This restaurant (Benazuza) the cocktails were not included so it was a up charge for that and those drinks did seem stronger than the free ones that are included with the all-inclusive part. The last day we ate at the steakhouse and it was just OK. The reservations for the blindfolded dinner was already booked up… Breakfast was ok at the international food hall each day. It offered something different. All in all my biggest complaint was checking in could’ve went a little more smoother and I felt like the juices for the mixed drink for cocktails shouldbe better. I would definitely stay at this resort again … I think picking upgraded rooms gives you a better variety or access to certain levels of dining
LaurieG
(February 2026)
Pyramid Grand Oasis
I went on trip advisor and the reviews had initially made me second guess our choice. Limited budget yet costly enough for us. The first thing I think of is yes we are spending our hard earned money , but not at a high end resort. Tried to adjust my expectations and be thankful we had a holiday. Pros…. Arrived around 8 pm - lovely lady at check in, no issues The pool is wonderful and the grounds are very clean. The specialty restaurants were great! Anyone coming you need to do Black Sens!!! It was very weird as you can’t even see your waiter lol. Food was ok but I’m a picky eater. Sakura had Roberto as our waiter! Outstanding he was! Steak house was very good and our waiter again was very good! Entertainment was pretty good. Pool has maybe five kiosks for lunch Basic hot dogs, pizza, tacos, fries, hamburgers Cons…. Even though they say all inclusive it is not. You are limited to four places to eat. We paid another 1000 almost for the upgrade to access all. Not sure that was a good move but we were exhausted! Not really thinking at that point. You can pay for any extra restaurant separately probably more of a wise choice. The rooms are basic. Housekeeping every other day unless you request it. Make sure you book your specialty restaurants right away! Space can be limited if you have a specific time you want. The buffets….well all the same food basically Not the greatest of options Drinks you can be in line for a lengthy period….bring your own yeti cup to fill and you won’t spend half your day in line Not near enough chairs on the beach. Twenty at best. That was disappointing If you are not out to get your chair by 7 by the pool toy may not get one! Don’t like how everyone has a towel saving the chair and then never seeing them show up Hope this helps in someway to make your choice
N19LMA
(February 2026)
⭐ Honest Review of The Pyramid at Grand Oasis, Cancun (Sian Ka'an)
We researched this holiday extensively because it was a big investment for us, so here is our honest and detailed experience after a 14‑night stay. Arrival & Check‑In – ★★★★☆ We arrived at around 18:30 after an 11‑hour flight from London Gatwick, originally starting our journey from Glasgow. Upon entering the main lobby, we headed to Guest Services, gave our names, and were escorted to the private Sian Ka'an check‑in lounge. Check‑in was quick, easy, and friendly. We were given a short introduction to the resort and told which restaurants required reservations. I had already downloaded the app, so much of this was familiar—still, all very pleasant. Rooms – ★★★☆☆ Our first room (6519) was nice but did not include the balcony jacuzzi we had paid extra for. Reception initially claimed these rooms were “subject to availability,” which was not what we were told at booking stage. After several WhatsApp messages the next day (responses are generally quick), we were moved to room 5527, which did have the jacuzzi. Room 5527 Pros- Two full bathrooms one walk in shower and two over bath showers, with jacuzzi bath in one bathroom Spacious lounge and bedroom Very comfortable bed Fantastic housekeeping from Gerardo—room spotless daily, mini‑bar always refilled, and towels replaced daily Jacuzzi lovely once properly cleaned Turn down service was reliable and appreciated Room 5527 Cons One shower never got warm Jacuzzi had not been cleaned before arrival (fixed after we left a note + tip) Atrium entertainment can be repetitive and occasionally noisy Cleanliness & Resort Grounds – ★★★★☆ One thing we found the resort does exceptionally well is cleanliness. The entire property is kept very clean and tidy, and the grounds and maintenance teams are constantly working, sweeping, gardening, and tending to the facilities. You can see the effort that goes into keeping everything neat and visually appealing. However, despite the well‑maintained environment, we still feel that the overall experience does not match the price point of what is marketed as a 5‑star resort. Entertainment – ★★★☆☆ The nightly atrium show was good but repetitive. El Zócalo entertainment was crowded with limited seating and mediocre / weak drinks. There was only one arena show during our stay—but it was truly outstanding. If this type of performance were more frequent, we would have attended them all. Pools & Beach – ★★★★☆ The Sian Ka'an pool area is nice, but the real highlight is booking a Café del Mar bali bed. We had beds 4, 9, and 13 during our stay, bed 4 is the best. Service from Rodrigo was excellent. Beach: Not many loungers, but the sand is soft enough to lie on with a towel. Extremely strong currents—we saw around 20 rescues and one CPR incident. Please take the red flags seriously and listen for lifeguard whistles. Food – Mixed & Often Below 5‑Star Standard This was the most inconsistent aspect of the entire trip. Although the resort has many food and drink outlets, most do not meet what we would expect from a 5‑star hotel, especially given the price we paid. Outstanding / Must‑Do- Café del Mar (Breakfast) – Excellent Eggs Benedict White Box (Lunch) – Great food (despite a very grumpy and unfriendly host) order the beef fillet Miramar (Lunch) – Delicious seabass Benazuza (Dinner) – Exceptional experience! Black Sens (Dinner) – Another standout for us Just OK- Careyes – Beautiful setting, and good service, but menu uninspired Le Buffet – Good for breakfast and lunch; dinner not recommended Hippie Chic - good for quick bites fried chicken and hot sauce. Poor / Avoid- Food Court near El Zocala - Cold, unappealing food already handled by multiple guests as buffet style. Room Service – Completely inedible (rock‑hard chicken and soggy pizza) Dos Lunas – Cold lasagne; even after reheating, still cold Bahia Steak House – We left mid‑meal; steak was chewy and low quality (my husband is a butcher so perhaps we are spoiled) Sushi- Sakura – Great presentation; ideal for sushi lovers. Overall Breakfast and lunch were far better than dinner, unless dining at Benazuza or Black Sens. Bars – ★★★☆☆ Cocoa Bar – Nice pre‑lunch stop; prawn pasta is good at Cocoa Beach at lunchtime. Fontainbleu Bar – Fine but cocktails very weak. Most drinks across the resort lack any kind of strength unless you are ordering wine. Higher‑end restaurants do not include drinks in the all‑inclusive package—prepare to pay extra, especially for decent wine. Gift Shop – ★★☆☆☆ A final note: If you enter the gift shop carrying a beach bag or any type of bag, expect to be told to leave it on a stand and have the security guard follow you around the entire time. It makes browsing deeply uncomfortable, as if you’re being watched as a potential thief. They stock the usual items—ashtrays, magnets, suncream, small souvenirs—but the shopping experience is unpleasant. We only went twice (for nail clippers and suncream) and avoided it after that. ⭐ Overall Rating: 3.5 / 5 The resort is clean, tidy, and well‑maintained, and the Sian Ka'an areas, bali beds, and a handful of restaurants are lovely. However, we paid a premium price for what is not a true 5‑star experience, particularly in terms of food, drink quality, and general consistency. Would we return? Possibly—but only with more realistic expectations, or perhaps we might choose a resort with stronger 5‑star food and beverage standards instead.
TravellingKatie
(February 2026)
Excellent Week1
I wanted to write a thorough review of this resort because when we booked here and were looking up reviews, there were so many varying opinions. For reference, myself and my husband went on this trip. We are both in the 40 age range and we did become members of the Oasis Leisure Club during our trip to an Oasis property in Tulum 2 years ago. This was our first time at this resort: Location: Fantastic. 15 minutes or less from the airport. Large resort (actually several resorts in one). Ocean front with a long beautiful white sandy beach Atmosphere: Amazing. Many different areas and restaurants. Lots of places to relax peacefully, party with louder music or enjoy with children. Everywhere had such beautiful architecture and design and there were always peacocks and iguanas roaming around. The atrium in the Pyramid is beautiful and makes you feel like you are in the jungle with long vines hanging everywhere. The 4 other hotel buildings also had unique and beautiful architecture. There are bars, restaurants and coffee shops spread out over all of the buildings so you were always close to something for a bite or drink. The pool is one long pool that wraps and winds through the whole resort but is blocked off to allow different areas. As OLC members, we did get to benefit from many of the "Gold" or "block" bracelet only areas. This included private cabanas & lounge chairs, access to certain private areas of the pool as well as plunge pools in addition to private restaurants, service discounts, etc. One big thing to know about this resort is that there are different "levels" (or color bracelets). Some people book a basic resort package and are unhappy to realize that certain areas are for members only. Although I am not 100% sure, if you are an OLC member, staying in the Pyramid or staying in the Si'Kann area then you will have access to a lot of these things. It is worth looking into this if you want to be able to use areas that are generally way less crowded and have more amenities. It is also VERY important to book restaurants/cabanas/etc as soon as you get there. They fill up extremely fast and finding something the day of is unlikely. This can be done on the app or you can see the concierge. Rooms: Our room was on the 4th floor of the Pyramid building. As members, they had a sign on our door welcoming us and a fruit platter and bottle of wine waiting for us inside. Our room was spacious and very clean and had a small balcony that overlooked the pool area. Big closet with lots of hangers, mini bar that was fully stocked with Coca Cola, water, beer and chips, robes and slippers in the closet. We found the bed really comfortable and the black out shades did a great job of keeping light out. While we could not hear anything from any rooms next to us or above us, it was very loud when they would perform shows at night as the rooms basically surround the perimeter of the stage area. They are finished shows by 8 or 830 though so it was no impact for sleep. The air conditioning worked great, in fact a few times we actually had to turn up the temperature a few degrees. Our only issue with our room was the bathroom. The tub was large but it was extremely difficult to get in and out of because the side was so high and the half wall of glass gets in the way. I am 5'2 and I basically looked like I was trying to hop over a fence every time I got in. The shower also drained extremely slow and the spout to turn on/off the shower popped off our first night there and water hit the celling and went all over the bathroom. We did tell the concierge this the next day, and they did send someone to fix it but the tub still continued to drain slow. It probably needed some kind of deep unclogging. There was also a wall of frosted glass between the bathroom and the bedroom, which at first we assumed was probably the shower. It was not the shower....it was in front of the toilet. Haha. So every time one of us used the toilet, the other person could basically watch them. We are a married couple and laughed at it, but if you were staying in a room with friends or relatives it might be awkward. The bathroom definitely could have used a few updates but once again, it was very clean and had everything we needed. We loved sitting out on the balcony and having morning coffee and it was also a great place to dry our wet clothes. Beach: Beach is absolutely beautiful. White sand, clear blue/green water, very little to no seaweed. Some waves rolling in if you are close to shore but stays shallow for a good distance. There were a few people walking up and down the beach selling some merchandise but they were not pushy or loud. All that being said, we seen MANY people have to get rescued by lifeguards while we were there and we actually did see one poor man pass away. I completely blame this on the guests themselves however. People would wander out further and further in the water and not listen when the lifeguards would blow their whistles and yell out for them to return. We saw many people blatantly look at the lifeguard waving and whistling and go out further anyways. The lifeguards are there everyday....they know what is a safe distance and what kind of waves are safe. Why people would choose to think they know better, I have no idea. I am not sure what the lifeguards get paid but it isn't nearly enough for the work we saw them put in in just the few days we were near the beach. Moral of the story: If it is windy (red flag) or if a lifeguard blows his whistle at you, listen and come back in closer to shore. Food: There are so many options for food. There were 3 buffets that were open for most meals. For the most part, we stuck to the main buffet so I can't comment too much on the others but they looked beautiful. There are several coffee and gelato shops around the property and there are always little places open for quick snacks (pizza, fries, nachos, hamburger, etc). There area many restaurants. Some are reservation only so , once again, you have to book those as soon as you get there. There are also restaurants that are only accessible to certain members (Gold & Black). Black Sens restaurant is well worth the time (and money) and was definitely an amazing experience. We also greatly enjoyed and recommend Benazuza and Careyes. We did not have a bad meal anywhere, however we did have a bad experience with service at Dos Lunas. The waiters were extremely slow, meals were mixed up or forgotten, some tables got certain things that others didn't, etc. A lot of people around us got up and left. It might have just been something going on that particular night. We found the buffets had a really good variety of food and there were always large areas of fresh fruit, vegetable, cold cuts, cheese, bread, salads, etc. Workers were also always replacing food often and trying to clean up areas. Crowds/Clientele: Our 5 days or so there it seemed very chill. There was young and old and there were areas where people were louder & drunker but lots of places to relax as well. We met lots of wonderful people and after a few days felt like we had some 'regular' ppl that we could chat with and wave to. On the 6th day it seemed like something shifted and the place was FULL of ppl in the 20's. All areas seemed busier and louder. We came to realize it was "reading break" for many universities in Canada and the US. Once again, it was fine (other than a few 3 a.m screams from drunk ppl running down the halls) but maybe look at break times for schools and universities before you book your dates. Staff- We enjoyed all of the staff. Some know more English than others and are more chatty but all staff there work so hard. There was constant maintenance happening...painting, landscaping, sweeping walkways, cleaning pools, wiping surfaces, buffing floors, etc. It is obvious that they make a huge effort to keep the place clean and well maintained. All of our wait staff were always pleasant and accommodating. During the day when we were in the private pool/cabana areas with new friends, we made sure to tip well and they were very quick to bring drinks and food. The staff at the concierge office were also so helpful and took care of anything we asked. Lovely people. Overall: We had an amazing week. We thought it was clean and well maintained, the food was great, the entertainment was great and there was lots to do. I do think people should consider the type of booking they make based on what they are looking for. The 'basic' booking still gives you access to lots of pool, food, entertainment, etc but there are definitely a lot more perks with a higher booking. We hope to book again very soon with friends this time.
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