This is our second time coming here to The Pyramid at Grand Oasis. The 1st was beautiful and the check in process was amazing but this 2nd time coming on 05/16/22 our experience was not that great. They had a new guy or someone who didn’t appreciate us being there… it was like we were talking to a robot and the supervisor on duty wasn’t helpful at all and rude. We weren’t greeted too well and this time we didn’t feel welcomed. We asked for upgrades and were told that there were none available, so they gave us on of the worst rooms available with no view. We got to the room and immediately came back down and demanded an upgrade, we were charged $200 as was told to us for an upgrade that we were told was unavailable but we spoke with a different person about this matter. The supervisor is the same guy giving direction and ultimately making us feel even more uncomfortable during our check in process. As we were being taken care of by Carlos, the supervisor and Brandon were passing along messages between one another and making us feel even more uncomfortable. The start of this 2nd experience at this hotel was rough. They should do a better job with greeting and making customers feel welcomed! We did not feel welcomed this time around. Very unprofessional experience. We actually love this hotel and plan on coming back but with that type of service, you will lose our business.…
Since 2019 My wife and I have been waiting to come back to The Pyramids at Grand Oasis. We reserved a trip back in 2020 but due to the pandimic we had to wait until now to redeem our voucher! But on 5/31 we will be there and WE CANNOT WAIT! I cant wait to be treated and greeted by the staff, and hopefully the bartender Juan is still there! I posted a comment on trip advisor in 2019 about how great this place was, how amazing the staff and Juan were! I stand firmly to my comments so much so that we are coming back like I said I would in 2019. In addition, we are bringing another couple with us to enjoy this great place with us! For anyone reading this I highly recommend this hotel!! Absolutely incredible place See you soon Pyramids!!!! Sincerely Brad & Connie Clelland
Let me start by saying that my wife and I are seasoned travelers. We take between 6-8 vacations a year between Europe, Mexico, South Caicos etc etc. This is our 3rd trip this year to Mexico attempting to find our "goto" destination in this region. While we don't often review, and it probably isn't fair to review after just a couple hours at the resort I figured I would share my INITIAL experience. We've been onsite for 2.5 hours and still don't have a room. We opted for THE BEST room type at the facility which is the Sian Kayan Master suite. After a relatively easy check in process we walked up to our multi room suite. My wife walked into the bedroom and was greated by a man with a hammer in his hand. I'm shocked she didn't have a heart attack but as easy going as she is she's still shook. Guest services attempted to be helpful but I'm told they have no other rooms and they don't know if/when our room will be available. So we're sitting in one of the many bars waiting (with no communication) for something to happen. I'll update soon with what I hope is a better conclusion to an absolutely miserable and scary experience....the opposite of what a vacation should be..…
I want to say a BIG thank you and more to the staff at pyramid grand oasis especially Jose Miguel Curiel Montaño and the lovely Diana Torres at le buffet pirámide plus Ignacio Aruizu and Edel Romero. Muchísimas gracias por su servicio, buena gente y muy muy agradable. Thank you guys so much for making our holiday so pleasant and enjoyable. Me and my son we were there for over two week at the mid of April and the beginning of May. We had the best time ever. Hotel is extraordinary and food and places, so many to choose from. One more thank you to Eduardo at the coffee and me. His coffee and service with a smile simply amazing. We will be back very soon. Un abrazo todos.
everything was AMAZING. The staff were great. We had two of the best bartenders who we made sure to see every night. Their names are René & Sergio. Top service. The best around. Everyone was very accommodating. Check in, excursions, room care, any questions were answered and everything was taken care of.
Had an amazing time at the pyramid for the second summer in a row. A special shout out to Natanael and Humberto at Fontainebleau!!!! Best bar tenders at the resort. Everyone go get the best drinks in Cancun :) I wouldn’t go anywhere else for drinks!!!!
We were guests at a wedding held at this " All Inclusive", which is listed as a 4/5 star hotel on several travel sites. We are frequent travelers to Mexico and Europe ( prior to Covid), and because we ( my spouse and I) paid in excess of $2,000 for a week, we expected modern facilities, palatable food that is nicely presented, and quality customer service. WRONG on all accounts! This place is a crumbling pile that has not seen updating since the Nixon administration. 1. The complex is large and confusing. Steps that just drop off, or places where the floor surface is uneven are everywhere. A member entering the pre wedding reception in formal dress, took a step back- and fell because there was just a drop off of the floor with no railing. Maintenance is not kept up. A young man gashed his foot on loose pool tiles just standing in the pool. Air conditioning- a must in the Yucatan- was not available in some of the rooms for 3 days! 2. The food options were just OK- definitely not worth the money we spent. The "buffet" food did not even look presentable, haphazardly set about, half of the time the platters/ bins were empty and no effort was made to refill, so it was whatever's left is what you get. They only serve coffee at breakfast ( with a funny after taste), but at any other meal, we were told to go to the coffee shop back in the main building. The coffee shop served lukewarm imitation Starbucks style coffees, heavy on syrup, mild on the coffee. The highly touted Gelato shop only had 3 small bins of gelato. A green, a strawberry, and a chocolate chip. Not a big issue on the scale of things, but the shop in itself was large and comfortable. Yet when you walked in, the 3 paltry little bins looked odd. Also, if you opt to go to the "Pizza and Chicken nuggets stand", there was a limit on pizza, two ( small) slices per person. So if you were a parent with children, you have to take all your kids with you to stand in line for their slice. Not the best, customer oriented scenario. 3. Our bed was comfortable, but crawling with tiny ants ( ugh!) and there were cockroaches in the bathroom ( I have video). Yes, we're in the Yucatan Rain Forest, but we NEVER experienced this at other Cancun All Inclusives. 4. Customer Service was non-existent. Everytime you asked a question, you were referred to someone else in another department. I don't blame the employees, they get the brunt of customer feedback, when it's clearly management cutting corners. I've posted on this site before and NEVER left a rating such as this. So before someone from public relations/management glibly responds to my review...Where were YOU during the week of May 9th through the 16th?…
Our family had a wonderful vacation at the Pyramid Grand Oasis. The staff was great, we really enjoyed the food, pools and beach but most of all we enjoyed sending our kiddos to the Kids Club for activities and fun! The entire staff was amazing led by Kids Club Coordinator Berenice Teodoro. Berenice went above and beyond to ensure our kids had a great time and she really put our minds at ease that they would be treated and cared for as if they were her own. Mirian, Lili, Ilithya, Fernanola and Ana Araceli were just some of the employees worked hard to ensure our kiddos had the time of their lives and we are so appreciative! We also utilized the babysitting services offered by the kids club which was equally amazing. Overall 5 out of 5 stars for Berenice and her staff. Thank you for making our vacation memorable and we will be back to see you again as soon as we can!…
Recently me and my mum went for a holiday to Mexico, Cancun and we stayed at pyramid Grand oasis. Hotel itself was simply amazing and I just want to say a special thank you to the guy who works in the coffee and me coffee place on the ground floor. Not only he is very friendly and helpful but also the service he provides is muy especial!! Muchísimas gracias Eduardo por su café ☕️ We enjoyed it very much and we will definitely come back again next year!!
Everything about The Pyramid at Grand Oasis is fabulous. The room, service, food, pools, beach club house, and Spa are all impeccable! Friendly, courteous, and professional staff all around this amazing resort. The very best were the two bartenders at the bar FONTAINEBLEAU Carlos and Ernesto. They both went above and beyond to make our nights special. Exceptional service from both of them! Thank you Ernesto and Carlos!!!
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