The Pyramid Cancun by Oasis

Recent Reviews: 8541

• User:WilCor6615

  Trip type: Family

  Nice Hotel, AI bit of a challenge for Restaurant[s]

  07 Jun 2026

  Nice hotel, plenty of Activities during the day & evening Entertainments. Clean & tidyBit of a faff trying to book Restaurants for evening meals, some All inclusive areas are not all inclusive depending on your booking

• User:Natasha M

  Trip type: Couples

  If I could rate this “resort” I would rate it a 3 out of 10

  08 May 2026

  f you are looking for a true 5-star luxury vacation, DO NOT stay at The Sens Cancun. The website is completely misleading and does not accurately reflect what you actually receive.My husband and I stayed in the Sian Ka’an Master Suite (Room 2849A) from 5/1/26-5/8/26, which was supposed to be one of their top-tier luxury accommodations. According to the website, this room included private check-in/check-out (which we did not get), 24-hour room service (they have absolutely NO room service), robes and slippers( which we never received), and a hot tub on the balcony. The “hot tub” would not even get warm enough to use comfortably.When we arrived, we had to carry our own luggage and stand in a long check-in line for almost 50 minutes, despite supposedly having private check-in. No one offered to help with our bags or escort us to our room. We were also promised early check-in, but our room wasn’t ready until after 4 PM.The buffet food was honestly disgusting — cold, bland, and unsanitary. Guests were allowing their children to stick their hands directly into the food. The dining halls were also extremely hot with little to no air conditioning. The only decent restaurants on the property were The White Box and Careyes Gourmet Dining.The pool situation was awful. The main pool is far too small for the size of the resort, and there were basically no available lounge chairs anywhere. The beach only had a limited number of chairs, and unless you went down around 6 AM to “reserve” one, you had no chance of getting a spot for the day.The “adults only” section was incredibly disappointing. It consisted of only a few Bali beds that people took freely despite supposedly requiring reservations. There was a bar in the adults-only section that NEVER opened the entire 7 days we were there. There were also no lounge chairs to relax in the sun. Completely underwhelming.One day, construction work caused us to lose both water and air conditioning in our room from 10 AM until 6 PM. Staff repeatedly brushed us off and acted rude whenever we asked for updates. Our room reached 87 degrees that day.Children were constantly running around screaming, throwing food into the pool, and dumping drinks into the water. Another couple even caught the lifeguard asleep while on duty. To make matters worse, the pool was closed multiple days during our stay. Another guest told us it was because children had repeatedly pooped in the pool.We met several other couples from the United States who felt just as deceived by this resort as we did. Many said they were promised a luxury experience that simply did not exist.We have traveled to Mexico three times and Jamaica three times, always staying at 5-star resorts, and we have never experienced such a severe language barrier. At every other resort, staff could communicate enough English to understand guests. Here, communication was extremely difficult.There was also almost no entertainment. We were promised nightly shows, but they were practically nonexistent. The few shows they did have were over on the Oasis side and entirely in Spanish, including the music. Not once during our stay did we hear music catered toward American or international guests.This resort is NOT luxury, NOT 5-star quality, and absolutely NOT what is advertised online. The managers do not seem to care about guest concerns, and the entire experience felt misleading from start to finish. We were completely disappointed with this place, so please beware!! Beware of The Sens Cancun. Oasis Hotels and Resorts, General Manager at The Sens Cancun, responded to this review Dear Natasha,Thank you for taking the time to share your feedback regarding your recent stay with us.We appreciate your recognition of certain aspects of your visit, particularly your comments about The White Box and Careyes Gourmet Dining, as well as your observations regarding the views and features of your suite. We also value that you chose our resort for your vacation and took the time to provide such detailed feedback about your experience.At the same time, we sincerely regret to learn that several elements of your stay did not meet your expectations. We understand how important comfort, service, and clear communication are when choosing a vacation experience, especially when reserving a higher room category. Your comments have been carefully noted and will be shared with the corresponding teams for review. Feedback such as yours is valuable, as it allows us to continue evaluating opportunities for improvement across different areas of the resort.We would also like to mention that our resort welcomes guests from many different countries and cultures, offering a diverse and family-friendly atmosphere, along with entertainment and experiences designed for an international audience. Additionally, the images and information shared through our official website and communication channels are intended to reflect the resort and its facilities as accurately as possible, and we continuously work to keep this content updated.We regret that your overall perception of your stay was not the one you had anticipated and appreciate you bringing these concerns to our attention. Thank you again for sharing your comments.Best regards,Eduardo Pérez, Director The Sens Cancun.

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• User:lujhunter

  Trip type: Family

  Beware

  14 Apr 2026

  We stayed at the Sens April 8-15, 2026. There were five of us total, including a 4 year old. When you are staying at the Sens, it gives you access to the Sens and the Grand oasis. Both resorts are old and not very well maintained - particularly the grand oasis side. The biggest complaint that we had was there were no chairs around the Sens pool and there was no central lobby bar for evenings. There are very little lounge chairs at the pool on the oasis side of the resort. Many of the lounge chairs are at the beach and not nearly enough for the number of people there. All of the restaurants and bars have awkward hours of operation. For example, you can’t get coffee until after 7am and theice cream shop closes at 4 before dinner. You can make reservations via app but it’s not sophisticated and you always have to repeat yourself when communicating with them. The coffee maker in the room is awful and doesn’t make very good coffee at all. The resort is right on the highway and it’s quite loud in the room even though we were on the eighth floor. The Sens side seems to be more geared to adults, offering many adults only restaurants and areas to lounge. But not helpful for a family with a 4 year old and we didn’t like the grand oasis side. There are some good restaurants for dinner on the Sens side with good service.The beach is beautiful but lots of seaweed. The pictures look AI manipulated because there are no large pool beds with canopies next to the pools. Overall I wouldn’t recommend to friends. Oasis Hotels and Resorts, General Manager at The Sens Cancun, responded to this review Dear Hunter,Thank you for taking the time to share your experience following your recent stay.We regret to learn that your visit did not fully meet your expectations, especially when traveling with your family. We understand how important it is to have comfortable spaces and convenient options for all ages. At the same time, we appreciate your recognition of the beach and some of the dining experiences on the Sens side, as well as the service received in certain restaurants.Regarding your observations, we would like to mention that our resort concept offers access to different areas and facilities, each with its own ambiance and offerings, allowing guests to choose the spaces that best suit their preferences. Additionally, our restaurant schedules and services are organized to provide options throughout the day, and reservations can be managed through our official channels to enhance the dining experience.We would also like to highlight that on our official website and social media channels we share updated images of the property, and we frequently conduct live sessions so our guests can see in real time how the hotel looks, as part of our commitment to transparency and guest confidence. Your comments regarding facilities, service flow, and overall experience have been taken into account and will be shared with the corresponding teams for review, as they help us continue improving.Thank you again for your feedback.Best regards,Eduardo Pérez, Director The Sens Cancun.

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• User:Patricia D

  Trip type: Solo travel

  SHOUKD HAVE BELIEVED OTHER REVIEWS

  06 Apr 2026

  I have just returned. I walked out on day four. My pleas went unanswered by sunwing. The reps are useless and never on premise. I went to another hotel .Sunwing got all my money so this next resort was 3 days out if pocket.Upon arrival at 9pm l asked if I get something to eat and was told everything was closed and no room service. I went yo room and had two cookies from my bag and water.One buffet.. very nice breakfast only. Specially restaurants not for children. Lunch gotta go next door other buffet next door. Treacherous walk. Ramps steps and stairs everywhere. Broken un even walkways. I ate breakfast no lunch no dinner first day, second day breakfast dinner ,,,, from monday night till Friday morning l had 3 breakfast, zero lunch as you had to go to sister hotel, 3 dinner as they were on the premises, never went to the other building as you are forced to do. Room large dated, deep tub with back on bottom ??? I had to sit on edge and maneuver in to shower. A peice of glass covered half the tub. I am a senior traveling alone. Large bottle of water in bathroom I know why they are scared to death you will use tap water to brush teeth. I turned taps on(taps look like 1950) the smell was overwhelming NOTE I have been going to Mexico since 1987 then from 1999 to cancun. About 76 trips to Mexico. I turned the taps on in the sink the odor was so gross. Memories of galvanized pipes and putrid water .... yup you cannot deny. The first time I ever actually used bottled water to brush my teeth. The room had a musty smell I tried to let air in and I brought a room spray ( from bath and body) l tried opening the door. The sheets felt clamy and cold. No blanket I shut the air-conditioned off as the clamp sheets felt cold and damp. I was becoming so uncomfortable I put on my jacket and folded the cotton bedspread over the one side to double.Next morning I went to desk and said could cleaner leave a blanket and maybe spray the room , within an hour a dehumidifier was brought in it worked for 7 hours and shut off cause it was full. I have bad reactions to mould. I knew at this point it was unhealthy as l am older but l thought about the children with still developing lungs.Now a kicker for me. The pool huge looked like those. Blow up ones for you backyard. The was an old rickity old fashion ladder on one side never seen it used. To use the pool the guest wood walk up step down on a drain system that ran around the pool then lift your leg over like mounting a horse. You have to be tall enough to do this On the one end was a graded entrance with the water starting about 2 inches deep getting deeper. There was no rail you still need a rail for seniors children are playing water is moving it's now a balance issue. NEXT KICKER no lounge chairs NONE. A small bar near pool with a few chairs and one bartender. Tge pool bar is a joke and the water there was so cloudy while a girl was slither over her man. Quite and exotic performance. The beach.... about 75 chairs lined up for 450 guests.. They are saved for hours on end. I tried to transfer but was told they have tried to accommodate me by arranging for me to have two dinners in the specialty restaurants!!! They ignored me and stalled . They gave me a price of 1800.00 to the riu las Americas for 4 days, 1600.00 for the Krystal that's in addition to what I paid then 3300.00 for 7 nights and 6 days Windsor to Cancun. 3300+1800Note 3300 included air l estimate it probably iw 900.$Note charged foe 7 nights which means no food first night. Anyway don't take kids, don't take elderly, don't take ANYONE with mobility issues, Oh and elevators broke tw times. Stairs are a bitch and during the day you have to share elevators with dirty cleaning carts.I'm looking at government agencies as sunwing is getting away with a lot and I believe governments job is to take of its people and the rules set out for airline and travel companies are not sufficient and or not enforced. I successfully called a booked other resorts for a fair price. I knew immediately was out money but my health mental and physical is what l was concerned with. I hope this will help at least one family. I swear this is all the truth. I have children grandchildren, and soon a great grandchild and I hope it helps all. Oasis Hotels and Resorts, General Manager at The Sens Cancun, responded to this review Dear Patricia,Thank you for taking the time to share such a detailed account of your experience.We sincerely regret to learn that your stay did not meet your expectations and that you ultimately decided to shorten your visit. We understand how important comfort, accessibility, and overall well-being are—especially when traveling alone—and we are truly sorry that you felt unsupported during your stay.We would like to mention that your reservation was made through an external provider; therefore, certain arrangements and assistance prior to arrival or related to changes fall outside of our direct scope. However, we fully understand how frustrating this situation must have been, and we regret the inconvenience you experienced.Regarding dining options, it is important to note that we offer a variety of restaurants available during lunch time across the complex, including additional options at Grand Oasis Palm, so our guests can always have alternatives to enjoy throughout the day.Your comments regarding room conditions, accessibility, and overall experience have been taken seriously and will be shared with the appropriate teams for review. Feedback such as yours is essential for us to continue evaluating our processes and identifying areas of opportunity.We are sorry that your experience impacted your perception of the destination and that it affected your trip in such a significant way.Thank you again for sharing your feedback.Best regards,Eduardo Pérez, Director The Sens Cancun.

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• User:Joseph B

  Trip type: Family

  Great Family Resort for an Amazing Value

  06 Apr 2026

  When I booked my vacation stay, I didn't realize it was all-inclusive. Imagine my pleasant surprise when the cost of the hotel room included all meals and unlimited drinks, including alcoholic beverages. The pools and beach were great; and, there were daily activities for kids and adults. The resort was great and the value was amazing. Oasis Hotels and Resorts, General Manager at The Sens Cancun, responded to this review Dear Joseph,Thank you very much for sharing your experience with us.We are delighted to know that your stay was such a pleasant surprise and that you enjoyed the all-inclusive concept, including the variety of food, beverages, and activities available throughout the resort. It is especially rewarding to hear that both the pools and beach, as well as the daily activities for all ages, contributed to making your vacation enjoyable. We truly appreciate your kind words and are pleased to know that you found great value in your stay.We look forward to welcoming you again in the future.Best regards,Eduardo Pérez, Director The Sens Cancun.

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