The Pyramid Cancun By Oasis - All Inclusive

I travelled to this resort with my two children, ages 13 and 10. When we arrived after travelling all day, the check in desk was closed. We proceeded to go to the check out desk and stood there for 20 minutes without being acknowledged. We were than told, we were at the wrong desk and directed to another desk. When we checked in, the rules of the resort were not explained to us. We knew to make sure to keep the room clean and understand the rules from staying at previous hotels about damage deposit fees. We paid the resort fees, and the lady told us to proceed to our room. It is a big resort; all she told us was to go out the doors and take a left. We were lost, so we asked a worker for help. He helped us to our building, but it was like a 5 minutes’ walk. There’s no way we would’ve found it on our own. The first day while walking around, we did notice we were stared at a lot. We are covered as we are a Muslim family, so we understand we stick out. Its ok, maybe its not common for these places to have different types of families so we ignored it as much as we could. We were on vacation and were trying to not let it get to us too much. One of the days, we had brought back a drink, and it had spilled. We tried to call concierge to tell them about it, so they can get someone to clean it. I didn’t want it to damage the ground. No one answered at concierge, as the room doesn’t have paper towels we used a towel. The next morning, I received a letter saying that I needed to contact concierge. They proceeded to tell me that housekeeping had found that I had stained 2 towels and must pay to replace the towels. The charge would be $28USD/towel. I proceeded to tell them that I was not told about covering any costs as it’s a resort and they must deal with stains all the time. They told me to come to the desk to talk to them and then advised I talk to the manager the next day as she will be in. During this time, housekeeping stopped coming to the room. They said I had to pay the balance as soon as possible and not at the end of the stay. The discount they had offered me was 460pesos which I paid for that night, because I got several calls to my room harassing me about this pending payment. I’m disappointed that happened, I did inform them due to this I will not be able to tip the housekeeper at the end of my stay because of the circumstances. For a resort with an amazing pool, I was hoping to spend most of my time at the beach and the pool. During the stay we went to the pool twice and the beach 3 times. We felt uncomfortable because the staring was getting to us. So much that when we would walk by a group of people, they would stop talking and all turn and look at us. We didn’t bother other people, just kept to ourselves and did our own thing. I had scheduled two excursions during the trip and our stay was for 10 days. We did the second excursion on Tuesday and were leaving the Friday after. The remaining days (Wed, Thurs, and Fri) we did not leave our hotel room, except to eat. We were done with the stay and wanted to return home. I was excited to go on this trip as I’m a single mother. Saving up for this trip was a lot of work and I felt we all deserved this trip to relax. Due to the trauma from this experience, we will not be returning to Cancun. I hope others have better experiences than this and are taken care of better than we were. Save yourself the grief and do not stay at this resort.

Good service

For the pyramid versions: The facilities are old and have a strong musty smell, with run-down rooms and common areas in need of renovation. The staff provides good service, and the food is decent. There are few lounge chairs, and it's difficult to get a table at the specialty restaurants. Furthermore, several amenities and services that are usually included at other resorts in the same area require additional payment. Overall, the experience feels more like a spa than a resort; an unpleasant experience. It was a bad recommendation from my travel agent, and I definitely wouldn't return.