The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17642 reviews

• 

  Horrific

  This resort is horrible if you’re a tourist or someone who is visiting Cancun don’t stay here!! it’s overly crowded with locals that clearly don’t want you there. The housekeeper stole $20 from my purse and there was a whole incident where I was called a N word unprovoked (A worker and a Hispanic man was having a conversation in front of me while I was in line his daughter was with him the little girl looked at him and said “why are yall saying the N word” the man covered her mouth. I was the only black person right there at the moment so that speaks for itself) the food was the most disgusting and bottom on the barrel food you could imagine they recycle the food from the day before and serve it on the buffet the next day! It advertises 8 restaurants don’t fall for it most times they are closed or you aren’t able to make a reservation because they are “Booked” we didn’t get to visit one the entire time for this very reason. They have what they call snack bars that serve fries, pizza, and pork no beef no chicken only pork tacos all day but the condiment bar was disgusting literally have birds pooping all around and bird feathers falling in the toppings because it is outside and uncovered. There are bugs in the rooms under the mini fridge and over all cleanliness is not their first priority! The only good thing I have to say about this resort is the drinks are really unlimited other than that you get nothing that you paid for not even friendly service. RUN!!

  Feb 02, 2026
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  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
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  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
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  Go elsewhere

  I'm here until Monday and ready to leave. Our group of 6 arrived after midnight on Monday and soon discovered that my roommate/friend and I had been assigned a room with 1 bed. Exhausted, we trudged back down to the desk and were told they might not find a room with 2 beds until the next day. Fortunately they ended up finding us one but, after already being delayed in Canada and then waiting a ridiculous length of time for our shuttle from the airport, it was all beyond tiring. The resort is massive, the maps are incomplete and navigation has been a huge issue. The food has been sub-par, repetitive and unimaginative. Today's hotdogs end up on tomorrow's pizza. Bar services are slow and staff do not come around to take drink orders when one is seated around the pool. Possibly it is different in the premium area. The rooms are bare bones without even a chest of drawers. There was one elevator out of 2 broken down for 48 hrs. I'm not a frequent traveler...this was my first trip in 12 years as well as my first since my husband died 1 year ago. I am so disappointed. The noise at night is horrible - doors banging, terribly loud electronic music and people hooting and hollering. I've never seen such terrible entertainment. I would never, ever come back here and will add my review to other sites.

  Jan 31, 2026
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  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