The Pyramid Cancun

elisacX5957ZF wrote a review July 2025
Pasadena, California

Don't bring your kids here!

My heart broke to see my sister go through the crap this resort gave her. I literally paid for a 3 night stay at the Hilton so she wouldn't have to deal with their service. They didn't have her reservation correct, had her wait 4 hours with my 5 and 6 year old niece and nephew. For a mistake they made. Moved her 3 times because of roach infestation, leaking roof and bad beds. Sells as kid friendly ( it is not). The rest of the details i hope she postes!
Di not stay her with children please.

Date of Stay: July 2025

Resort632277 wrote a review July 2025

The Pyramid at grand oasis.

Resort is huge lots of walking involved. Only one bar at entire resort serves frozen drinks. One bar outside closest to beach! Japanese was best food and best experience with little shows that run thru to experience briefly. Good ( sushi) not main course was delicious. Black experience was an experience and fun. Sargassum! Forgot to look it up this year so beach sucked even though a truck supposedly cleans it up it was everywhere luckily it didn’t stink! Must have black bracelets to go and eat and drink everywhere at resort. Breakfast was lacking. Have pancakes and waffles at adjacent place to buffet that were incredible. All desserts there are awful. Gelato had two flavors and weren’t getting more anytime soon! Need a vape men walk around selling them for u with addicted kids like mine. We had a great time and made the best of things.

Date of Stay: July 2025

senator1521 wrote a review July 2025
Houston, Texas

The worst experience by far.

I come almost monthly and stay here and always have good experiences. I am one that writing a bad review takes a lot. I am realistic and understanding of expectations and businesses. Prior I would always tell people that this place is great and all the things. Today changed that. I will never stay here again and I will write reviews everywhere I can after this experience.

So we booked four people for 7/25-7/30. We wanted to add a fifth person. We are understanding that requires a second room and would also want a second room. So I booked a second one for the next day as our additional guest was flying in a day later. Most importantly. That guest was my 15 year old son. Who couldn’t come due to prior engagements. Things changed so we booked him a flight and second room. Well I made the mistake and yes it’s my fault. I booked August vs July but got the right days just wrong month.

They would not give a refund or cha ge my dates. I offered to pay the difference. I offered and tried to either cancel for refund and then rebook new one. Or change dates and if there is money difference I will pay it. Nope. They said no refunds no changes even though now my kid doesn’t have a once to sleep u less I book a third stay. So here I am booking third reservation and have one for August same dates just different month. Common sense would tell you it was a mistake and since you have the availability to accommodate.

Date of Stay: July 2025

virydianam2015 wrote a review July 2025

Fausto gives this place a bad reputation

I’ve been a loyal guest at The Pyramid Cancun for years — I even had my wedding here and always recommend it to family and friends. I’m Mexican-American and have always felt proud to return, but this visit was different. We experienced clear discrimination at the Cocoa Beach Club by a staff member named Fausto, who prioritized American guests and ignored us repeatedly. The most hurtful moment was when he tolerated a racist comment from another guest and denied us service. I truly hope management addresses this — no one should feel unwelcome in their own country.

Date of Stay: July 2025

I2966XTsteveh wrote a review August 2025

run far away..

this place is horrible it kinda felt like a North Korean dystopian land. I would never come back here, the food is literally horrible, i think the gelato was the best food they had.

Date of Stay: August 2025

natalienR2177BP wrote a review August 2025

Great last minute couples trip! Reviews are discouraging, go with an open mind and expect good new things!

Amazing food, great staff and great shows! Would definitely recommend! Sakura restaurant is a must! Adult pool is a great escape from the kids. Rooms could use an upgrade but the food and restaurant experience make up for it. Looking for an affordable trip to Cancun, this is a great place.

Date of Stay: August 2025

125ChrisB wrote a review September 2025
London, England

Serious Safety Concerns Overshadow What Could Have Been a Great Stay

We stayed at Oasis Pyramid section as a family with two young children, and while the location and beach setting are great, unfortunately our experience was dominated by serious concerns around safety, security, and service.

Safety & Security (our biggest concern)

This is where the holiday became very worrying. On multiple nights, someone tried to enter our room while we were asleep with our children:
• First attempt: Banging and the handle moving — we shouted out, and whoever it was quickly left. We assumed maybe someone had the wrong room.
• Second attempt: A few nights later, again around 10pm, our door was opened. Luckily, we had the latch on. I confronted reception the next morning, and they insisted this couldn’t have happened, claiming only cleaners (who finish at 5pm) and security (in emergencies only, with permission) would ever have access. This was very unsettling, as we were certain the door had been opened.
• Third attempt: A couple of nights later, it happened again. The latch stopped the door opening fully, but when I challenged the three men outside, one claimed there was a “leak reported” in our room — something we had never reported. This excuse at 10pm made no sense. They apologised and left, but by then we felt extremely unsafe.

What made matters worse was reception’s dismissive response each time. Instead of investigating, they brushed it off. Talking to other guests, there were even rumours about lost keys being sold on to outsiders. I can’t confirm if that’s true, but it matched our experience of people repeatedly trying to access our room without reason. For a family with two young kids, this was unacceptable.

Hotel & Facilities
• The hotel itself feels dated and in need of renovation. Unfortunately, a lot of work was happening during our stay — drilling, dust, and even poolside beds being painted, leaving strong smells of paint.
• Worst of all, building work went on at night. We were woken at 10:30pm by drilling in the room next door, and again at 2am before having to call reception to make it stop.

Beach

The beach location is a highlight — walking straight from the pool to the sand is wonderful. Unfortunately, seaweed made it unusable for half our stay, though of course that isn’t the hotel’s fault.

Food & Drink

Overall, average at best:
• Buffets were poor quality with mostly fried food. Surprisingly, even the Mexican dishes were disappointing compared to what I’ve eaten back home in London.
• Positives: the coffee shops and ice cream stands were excellent and a big hit with the kids.

Staff & Service

Service was inconsistent. Some staff were great, but too many were indifferent or even rude.
• The worst experience was the gift shop: we bought a bracelet for our daughter that broke the next day. When we tried to return it, the shopkeeper was aggressive and refused. Reception refused to intervene, saying the shop wasn’t part of the hotel a poor excuse when it’s on their premises.

Overall

The beach setting is beautiful, but the repeated unauthorised attempts to enter our room and the hotel’s dismissive attitude to guest safety mean I cannot recommend this hotel, especially for families. Combined with disruptive building work, average food, and patchy service, it fell far short of expectations.

Until management takes security and guest welfare seriously, I would strongly advise looking elsewhere.

Date of Stay: August 2025

P9487ALmichaels wrote a review October 2025

Horrible

I have been to Cancun at least 10-11 times. By far the Pyramid Cancun was the worst resort I have ever stayed at. Gave us the wrong room, staff was terribly rude to us. Food is disgusting and under cooked. Can’t wait to leave and go home feel like I’m trapped in a prison with horrible food and horrible staff. Please do yourself a favor and stay somewhere else.

Date of Stay: October 2025