The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17376 reviews

• 

  the worst hotel

  This was the worst hotel stay of my life. Coming here with a small child was a huge mistake. The staff’s attitude was awful, and the hotel is completely unsuitable for moving around with a stroller. ⠀ It all started with check-in. We had to stand for two hours in a small, stuffy room with no seating available, just to complete the check-in process. I approached a front desk employee named Alfonso, asking if there was any option for an expedited check-in for a mother with a two-month-old baby. I was even willing to pay for such a service because waiting for so long in the heat was extremely difficult. ⠀ Alfonso just laughed in my face and said that everyone wants to check in faster and that he couldn’t help me. It was incredibly humiliating. He didn’t even show basic politeness or sympathy. ⠀ When it was finally our turn, our family of three was given a room with only one bed, even though we had paid for a room with two beds. We asked for a replacement, but the staff refused, threatening that we would have to wait until late at night for another room. ⠀ As a result, all three of us have to sleep in one bed, which is completely unacceptable. ⠀ In the evening, we were also denied hot water for our baby’s thermos at the "Coffee For Me" café. ⠀ At the "Coffee For You" café, there wasn’t even basic drinking water available. ⠀ Moreover, the selection of food in the restaurants is very poor, and the food itself is tasteless. The café that is supposed to serve ice cream was closed. Clearly, this hotel saves money on free water and food. ⠀ I do not recommend this hotel to anyone!

  Mar 18, 2025
• 

  Run the other direction

  I’m here right now. There’s absolutely no food to eat. If you don’t upgrade to black band there’s only 1 restaurant to reserve and it was booked every night that I’ll be here. We had to eat out last night and today. The toilet is broken. I called 3 times and nothing. The rooms are dated and the outlets are 110 very weak. This place is horrible. I wish I can leave. The towels and wash clothes are discolored.

  Mar 17, 2025
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  Do not book this resort. Read what I and other travelers posted here.

  We paid over $3,000 USD for four adults for five nights all-inclusive, not including flights. Upon arrival, the resort required us to pay an additional $48 USD per adult as a beach maintenance tax—totaling $192 USD—yet the beach was not clean. There were not enough chairs, and most of the existing ones were broken. No doorman greeted us at the entrance or offered to carry our luggage. The resort was not truly all-inclusive as advertised. They claimed to have eight restaurants, but in reality, there were only two buffets, one Mexican restaurant, and one steakhouse that required a reservation, which was difficult to secure. Despite staying for five nights, we were only able to make one reservation. The buffet only served beer, red wine, and white wine. At the steakhouse—where you would expect wine service—guests were forced to purchase an entire bottle, with prices starting at $70 USD for a bottle that would typically cost $15 USD; they did not even offer wine by the glass. The other à la carte restaurants required an additional payment of at least $40 USD per person. The lines at the bars were extremely long, making it difficult to get drinks. We often gave up and were only able to have one or two drinks per day. The rooms were outdated. While there was a safe box, it had no lock—we checked our friends’ room, and it was the same. The hallways and stairs were filthy, covered in spilled drinks and vomit. From 11 PM to 4 AM, we could hear intoxicated guests yelling, making it impossible to get a good night’s sleep. We were worried for our daughters’ safety, as the resort was filled with drunk teenage boys, making the hallways feel unsafe. The worst part was the airport transportation. The hotel offered free transportation to and from the airport but LEFT US STRANDED WITH NO RIDE BACK TO THE AIRPORT TO CATCH OUR FLIGHT. We arrived at the lobby on time at 8 AM, but the driver insisted on waiting for 10 or more guests who were late. We were penalized for being on time, and to avoid missing our flight, we had to take a taxi to the airport at our own expense.

  Mar 17, 2025
• 

  Great waiter

  Fernando was the best! Such great service and the food was great! I recommend coming to this restaurant, the vibe is very fun and the food is good for an all inclusive. I hope you all have Fernando as your waiter, he is the best out here!! Have a great break!!!!!

  Mar 13, 2025
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  Definitely would not recommend

  Avoid this resort unless you are 18-25 years old and looking for somewhere to go get belligerent drunk for a week. My wife and I are staying in a pyramid ocean front room. The sliding door for the patio doesn’t work, the fridge doesn’t work, we have to flush the toilet 2-3 times, and the hot water tap on one of the sinks doesn’t work. You would think we are in Cuba for how pathetic of a place this is. Nothing worse than looking forward to a vacation for months that you spent alot of money on and having such a bad experience. Within the first hour of being here my wife and I both said we would never come back here again even if we were given a stay for free.

  Mar 12, 2025