The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17595 reviews

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  Frustrating Experience at a High Price Point

  This is the first time I have felt compelled to write a review while still staying at a hotel, due to the level of frustration and disappointment experienced so far. I am currently staying at this hotel and feel it is important to share an objective assessment, as the experience does not align with a 4-star classification or the price charged. The room condition is unacceptable for this category of hotel. The first room assigned had active water leaks from the roof and in the bathroom. We requested a room change, which was granted; however, the second room was also in very poor condition, with clear cleanliness and maintenance issues, although without visible leaks. Outside of the à la carte restaurants, service is largely absent. Staff availability, responsiveness, and guest support in common areas are minimal. The à la carte restaurants themselves are the only areas where service has been consistently professional. Another significant concern is that many of the better-maintained facilities are restricted to guests of the “Pyramid” section, creating a noticeable disparity between guests, despite expectations associated with a resort of this level. Organization and guest management are also problematic. For the Christmas dinner reservations, guests were instructed to line up at 7:00 AM. Upon arrival, the queue was already extremely long. After waiting over an hour, guests were informed that reservations were already full. Reservations were handled inconsistently, with some guests seemingly selected at random while others who had waited were turned away. This process was poorly communicated and unfair to guests. We stay at all-inclusive resorts every year, and based on our experience to date, this has been one of the most disappointing stays we have encountered, particularly given the expectations associated with a 4-star resort. Overall, the hotel appears overpriced for the level of cleanliness, maintenance, service, and organization provided. I hope management takes these concerns seriously and implements improvements, as the current experience does not meet reasonable guest expectations.

  Dec 24, 2025
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  Caution You About This

  Most disgusting food experience ever! Food temperatures and food handling appears risky. Husband got sick on day 2. Serving pans at buffet cool, food cooler. Hard to get anything hot. Pizza, burgers and hot dogs by the pool,…i wouldn't serve to a starving dog. The hotel will upsell you to a black bracelet to access more options and nicer venues. , for us over a hundred a day to do that. We paid a lot for our vacay and felt like second class citizens. No mimosas ever at breakfast. No alcohol. Wtf…this is vacation! We had one marginally good dinner at Los Lunas, and we were happy with our server Bonita that night… So we went back. What a disaster….and Bonita was not in a good mood either. It ended with her spilling a glass of water over the table as she took away the food we had to send back. It was like we offended her. She campaigns diners for tripadvisor ratings when things go well. I gave her one on the first dinner but deleted it after seeing how she flipped when we couldn’t eat the food on the second dinner. Bahai steakhouse…our steaks were inedible. All said and done….we wont go back. Do we recommend? No.

  Dec 18, 2025
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  Reservation at your own risk

  Pros Nicely landscaped Pleasant staff Cons Too many to list. Just. Don’t. Go. Here. ANYWHERE ELSE in Cancun will be better than here.

  Dec 11, 2025
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  Avoid this place and enjoy your vacation elsewhere.

  I’m extremely disappointed with this resort and would not recommend it to anyone considering an “all inclusive” stay. What they fail to disclose is that there are multiple tier levels, and unless you’re paying for the highest one, you’ll spend most of your trip being denied access to things that were advertised as included. We even tried to purchase an upgrade to the Pyramid level, only to be told that paying more would still only give us extra dining options — not the additional amenities that were the whole reason we wanted to upgrade. When we asked how to access those amenities or what options we had, the staff was completely unhelpful and offered no real solutions. Getting into the à la carte restaurants is nearly impossible — everything is booked days out, and the staff makes little effort to help. The buffet, which ends up being the only realistic dining option, is almost inedible. Lukewarm food, bland flavors, and very limited variety. The rooms are absolutely not representative of the photos online. Ours was in desperate need of repair and basic upkeep. Peeling paint, broken fixtures, and a general sense of neglect. To make matters worse, the noise level at night is so loud that sleeping is nearly impossible. Between thin walls and constant hallway commotion, rest is out of the question. The staff ranged from unhelpful to downright rude any time we asked for assistance. Even after paying extra for an “upgraded cabana experience,” we received no service at all for the first three hours. When someone finally showed up, we had only two hours left of the rental — a complete waste of money. Overall this resort was a huge disappointment. Misleading advertising, poor service, subpar food, and rundown accommodations made this trip far from relaxing. Save yourself the frustration and book elsewhere.

  Dec 09, 2025
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  OK LISTEN UP

  OKAY LISTEN UP Here is my honest review. Last time i was here was 16 years ago and A LOT has changed. Tbh, I give this resort like a 3.5 out of 5. ROOMS: omg the room we stayed in was lowkey dumpey and the washroom was so nasty i literally took the fastest showers just to get out because there is no ventilation and the finishing was disgusting. literally closed my eyes every time i was brushing my teeth because wherever i looked i thought i was going to throw up. we had the lagoon view with a massive generator running. at first it was horrible but then i actually enjoyed the white noise. FOOD: buffet lines are long and the food is lowkey like prison food. everything runs out pretty fast and the late night snack buffet is pretty much leftovers from the buffets from dinner. the restaurants however at 10/10. book your reservations for the steak house and dos lunas asap. their food was actually really good. i really liked the mexican restuarant as well. my boyfriend and i literally ordered everything off the menu cause why not lol. BEACH: TO DIE FOR. yes people hog the chairs for no reason but honestly just snatch as you find one. but tbh you wont need it because once you enter the water you will not want to come out. just reserve a chair or two by the pool and leave your stuff there. youre welcome. ENTERAINMENT: the beach club was meh i mean it only lasts like 2 hours but they do play music from 11-5 which is nice. lots of booty shaking and what not. nightly entertainment was fun but only lasts until 10:30 and then it shuts down. bars are open until 11 and the havana sports bar, well good luck getting in there... if youre young, take the bus or taxi or whatever to coco bongo but also be careful what you get into because you never know whats waiting for you. SAFETY: overall pretty decent, we didnt leave the hotel but there were some dudes trying to sell us water phone cases and vapes and stuff and one said he had blow so just be careful because they can be kinda creepy. you can find these weirdos sitting at the entrance of the beach club or lurking around at night around the resort. weridos. OVERALL: i'd give this resort like a 3.5/5. Would i come back? absolutely not. I loved the beach the most and i wish i was still floating in that gorgeous gorgeous water. P.S. IF YOU FIND BIG SHELLS OR CHONCHES JUST KNOW THAT SECURITY WILL TAKE THEM AWAY FROM YOU AT THE AIRPORT SO THROW THEM IN UR CHECKED LUGGAGE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ok bye

  Dec 04, 2025