The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17642 reviews

• 

  DO NOT GO!!

  This is no where near a 5 star resort. I am currently at the resort. Our disappointment started immediately. There was a 1 1:2 hour wait at check in. The lady then pointed where to find room. It was 10pm, so dark. We had no idea where we were going. No one to take you and your bag to your room.. I was travelling with a friend and had booked 2 beds. They gave us a king bed and said they had nothing else to offer. Said they would bring a cot, but it never showed. Next day we insisted on 2 beds. Moved our room next day at 5. The new room had a broken bed, the safe didn’t work, no one came to fix, bedside lamp didn’t work. There was a sewer smell in washroom. One of the towels was frayed and had holes. We had to ask for hand towels and face cloths as it seems the housekeeping staff just don’t care. The blackout drapes were stained and coming off the track. The drapery rod was off and on table and after cleaning was still sitting there. But the biggest issue was the elevator. 2 small(4) person elevators where one elevator never worked. The lineup at the elevator was ridiculous. Later saw online that the elevator has been out for sometime. Lineup at bars was also ridiculous. At the beach bar one guy was doing his best, while the other guy was on his phone, too busy to help. I go to Mexico frequently and have never heard so many people talking negatively about a resort.They have a very good show in the Atrium nightly but there is barely anywhere to view. Ridiculous!! There are different levels, something we were not aware of. We still had about 7 restaurants to choose from but could only get a reservation at 2, on our last 2 nights. We know to book right away on arrival. If you like to eat later be prepared for a huge lineup at the buffets. This place needs new management as the pools, beach are really quite lovely. ( that’s the bait)

  Jan 31, 2026
• 

  BEWARE! WORST RESORT EVER!!!

  From the 2 hour wait to check in we knew that this was probably a mistake to book this resort. I asked over a month prior that we would need a room with two double beds. Told on check in that it wasn't possible. Do I want to share a bed with my friend? Not really so they said they would bring a cot up. Did not get it. Bathroom was filthy and had pubic hair all over toilet seat.Next morning after complaining they finally got us into room with two beds. That room had a broken safe, shower that dripped, one broken bed leg (lopsided). Curtains didn't close properly one side longer then the other and full of stains, bathroom dirty again, bedside lamp broken. One working elevator that fits 4 people. If you aren't waiting in line for that you are waiting in line for drinks, dinner. Don't expect to get dinner reservations at any of the resturants as they were totally full up. This resort says all inclusive but is not. Most of the resturants charge in upwards of $1100 peso. Free river cruise ($18.00 usd) dock fee per person. I don't consider that free. Everyone you talk to asks the same thing (while waiting 20 minutes for elevator) how is your stay? All answer same, complaining about how bad everything is. Workers playing on their cellphones instead of giving service. Most staff seem as they don't want to be there or cant be bothered. On day 4 the resort started to smell like backedup sewage. Food was mediocre, no flavor, recycled and repetitive. Now for the good parts, pool is large and beach was nice. Katrina and Victor at the buffet Tunkul were amazing. Read reviews and everyone got the same response. I have been in property management a very long time and this place needs management who actually care about their customers comments and fix the issues when they arise. Not very wheelchair or buggy accessible.

  Jan 31, 2026
• 

  STAY AWAY! DO NOT BOOK THIS HOTEL!

  Scammer resort with bad food and bad costumer service. There are many other all inclusive resorts far better than this place. I would highly suggest spending your hard earned money elsewhere! I also found paying almost 100 u.s dollars at check in for some money grabbing hotel tax beyond ridiculous. Overall its giving a big No. Do yourself a huge favor and book somewhere else!

  Jan 30, 2026
• 

  Avoid

  Hotel rooms need an update. washroom was old, toilet making noise. and a lot of noise during nights hours for people walking around rooms . We requested a room closer to elevator or far from stairs for some health issues and we received the opposite far from elevator and in front stairs. we tried to change room but it was nothing available ( that what they claimed). Food: omg, .... simple buffet but low level. I never eat so much cheese and bread in my life just to have something in my stomach. the two restaurants that you can book for decent dinner are ok. Lunch or snack...horrible quality, the works burger i had in my life.... Service: everybody sound friendly and gentle but if you don't tip, they will take forever for anything. Pool was nice but good luck to get a chair, if you don't wake up at 6:30 and leave your towel ...no chair for you....the beach is nice but again no place to sit and enjoy. they have like 10 umbrellas and that is it. you have to seat with your towel ....no chairs for the number of people of the hotel. .you need to do lines fr everything, breakfast, snack, dinner.....for drinks lines all the time..... I wont recommend this hotel . very disappointed. website looks amazing but reality is different. Only place i enjoyed was coffee place inside hotel and an excursion that we did by our own to Isla mujeres it was amazing. if you want to relax and eat decent food avoid this hotel.

  Jan 29, 2026
• 

  First & Last Time Staying Here!

  The good things: the beach, the fitness center, the pools, the coffee and gelato shop and a couple of the restaurants are okay. The bad things: the rooms are old, small and dated, the language barrier was a real problem, the layout is very confusing until you have been here a couple of days, only one elevator worked in our 6 story building which housed hundreds of people, the snack food was questionable, the buffets were strange (considering other all-inclusive buffets that we have been to). There were several restaurants that weren't included and you had to pay for others (the upper-scale ones) plus some had nights where they were closed. The lines to get in food places was always long. This place is very large so I think that makes it have lower standards of hospitality and food.

  Jan 28, 2026