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Reviewed 22 June 2018 via mobile

This would be my first ever “negative” review of a any restaurant or property. If my experience was poor somewhere I usually don’t write anything but this was particularly awful, so bad I felt compelled to share in order to warn other travelers. Paying over 200 dollars a night and then you have to pay additionally for the internet!? You shouldn’t be nickel and dimed when paying that rate per night. Check in time took 45 minutes. There are rain puddles on floors of rooms and everywhere and saw several people slip. I don’t know what “4 star” hotel has to catch water with buckets after it rains? Took over half an hour just to get a taxi during the weekend. This is closer to a 1 star hotel, better yet If I could, I’d give it a negative star. Felt ripped off to be honest. “All inclusive” when half the restaurants are closed and the other half have enormous lines that could take over an hour. A totally chaotic atmosphere. Would not reccomend.

Stayed: June 2018, travelled with family
1  Thank Mike W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at The Pyramid at Grand Oasis, responded to this reviewResponded 22 June 2018

Dear Mike,

We are truly sorry that we were not able meet your expectations, we would like to sincerely apologize and let you know that all your comments and opinions are considered in order to improve our service.
Thank you for being patient while checking in. Furthermore, we are very committed to satisfying the needs of all our guests. Thank you for enlisting some points that we are going to enforce in order to improve the service, your comfort and satisfaction are of the utmost importance to us.

We reiterate once again our sincere apologies for any inconvenience we caused and hopefully you can give us another opportunity to welcome you again.

Best Regards,
Ricardo de la Paz

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 June 2018 via mobile

so much to do, make sure u book the pryimid this is a black band and access to better food and drinks, the beach is heavenly. There are peacocks, hammocks, Sun beds, sun loungers, party area and also chilled area.

Stayed: June 2018, travelled as a couple
Thank Jadejadej
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at The Pyramid at Grand Oasis, responded to this reviewResponded 25 June 2018

Dear Jade,

We appreciate the time you took to share your experience with us, we want to say that we are proud to read your good comments about your stay. Also, we are very happy that you have enjoyed our special entertainment, it is true that we are always looking for different ways to surprise our guests.

It will be an honor for us that you soon have the opportunity to return and so, we can confirm that the service will continue to exceed your expectations.

Best Regards,
Ricardo de la Paz

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Reviewed 18 June 2018 via mobile

My friends and I recently stayed at this resort (June 14-18). Upon arrival the resort seemed nice. The lobby/atrium is very large. Check in was a bit slow. And we stood waiting for a while. Upon check-in we found our room. The main living space of the room is decent. The bathrooms are dated and need upgrades. The food here is not good. The various restaurants were mediocre to say the least. Bars closed at 11pm..for an all inclusive resort this was mind boggling. There were not many options for late night eating. I'm fully aware we were in Mexico, but the language barrier with the staff was frustrating. Calls to the desk either were unanswered, were misunderstood, or they just never showed up to address your concerns after being told they were sending someone. The weather was bad the entire time we were there and that's totally out of the resorts control, but nearly EVERY place at this resort we went to had leaking ceilings and soaked/ falling sheetrock. Towels and buckets were placed everywhere catching/soaking up water. The staff didn't seem to be bothered by water being on the floor all over this resort. I'm truly shocked no one was seen slipping and injuring themselves. I would not recommend anyone to stay here. Major renovations are needed here.

Stayed: June 2018, travelled as a couple
1  Thank TLamTexas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at The Pyramid at Grand Oasis, responded to this reviewResponded 19 June 2018

Dear Guest,

First of all thank you for taking the time to write your comments about your experience, we are sorry that our services didn't satisfy your expectations, moreover we want you to know that hearing to our guest always help us to improve our services and to avoid this kind of situations to happen again, once again we are sorry for the inconvenience and thank you for helping us to improve.

We reiterate once again our sincere apologies for the inconvenience; we hope to have the opportunity of welcoming you back again for you to enjoy the changes we are implementing.

Best Regards,
Ricardo de la Paz

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Reviewed 16 June 2018

Great trip!!!!! My husband and I had a very nice stay we especially enjoyed our dinner at Benazuza. It is an awesome resturant the food was out of this world and the service was devine.

We just wish the weather had been better it was pretty nasty. There should have been more indoor activities and a indoor pool but besides that it was a great vacation. We went to mostly all of the resturants and experienced most of the shows ..Kinky was great...The Red Circus was a very nice cultural change.

All of the staff was very helpful and nice we would visit again providing the hotel adds a indoor pool and incorporates indoor activities.

Carla C77

Room Tip: ocean view
  • Stayed: June 2018, travelled as a couple
    • Location
    • Cleanliness
    • Service
3  Thank brightstar77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at The Pyramid at Grand Oasis, responded to this reviewResponded 18 June 2018

Dear Guest,

We are very pleased that your stay with us was so relaxing. It is a pleasure to know you enjoyed the changes we are constantly making to provide better services for our guests. On the other hand, we are delighted that you enjoyed our molecular restaurant Benazuza; we try to do our best to satisfy all of our guests by providing a wide variety of restaurants.
By last, we appreciate your feedback on the areas we can improve; we always take our guests comments into account in order to exceed their expectations in the future.

Best Regards,
Ricardo de la Paz

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Reviewed 16 June 2018 via mobile

We visited the resort in June 2018, 2 couples. The first thing you notice is the sheer size of the complex, with restaurants, bars, clubs that fulfill everyone’s needs. The coverage of the pools is also enormous, with in-pool bars, you almost have no need to go to the beach. (The water was pretty agitated all the time and the algae was omnipresent).
Overall, the complex is clean and the staff helpful and kind. We had rooms at the Playa 2 building with sea view at the second floor, at the level of the palm trees photo attached. (Worth it).
From our point of view it is an excellent option if you visit Cancun.

P.S.: The Oasis complex has multiple hotels, we stayed at The Pyramid, for which you will get a black bracelet with free access for all the bars and restaurants. I recommend it because with reservation, you will have access to the Black Hole restaurant and Benazuza restaurant, which are amazing.

Stayed: June 2018, travelled as a couple
2  Thank Dragos B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OasisHotelResorts, Director General at The Pyramid at Grand Oasis, responded to this reviewResponded 18 June 2018

Dear Dragos,

Thank you very much for sharing such kind comments with TripAdvisor readers, we are pleased you enjoyed your stay with us, it was an honor having you.
In the same way, thank you for highlighting the qualities that made your stay unforgettable. We are glad that you enjoyed the restaurants, facilities, entertainment and personalized service we offer.
Likewise, our staff works really hard to make every single one of our guests feel at home and make sure they have an amazing experience, be assured that we will congratulate our staff for the excellent work they performed.

It will be an honor for us that you soon have the opportunity to return and so, we can confirm that the service will continue to exceed your expectations.

Best Regards,
Ricardo de la Paz

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