The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17529 reviews

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  Quite pleased with our stay

  I'm actually shocked at the bad reviews this resort is receiving. Does peak/off-peak travel affect the stay/experience? We stayed the first week of August and had a great time, had no issues with cleanliness, staff hospitality, etc. All the bartenders across their many bars are great, very friendly. We drank mostly at the indoor bars, not the pool bars. The selection of food was excellent. I'll have to say the food is mainly 4 stars with the exception of breakfast at Maki Taco, the taco stand next to Cocoa, and Black Sens; those three are 5 star. The buffets are 4 star and Sarape is 2 star. Some of the other high end restaurants we didn't try, so I can't rate White Box, Careyes, Petit Chef, gastro... something. Didn't try those. Almost forgot! The coffee shop in the atrium/main bldg is top notch! Excellent coffees and service. The girls literally start to remember all your order particulars after the first few visits. Our hotel shuttle took us to and from the airport without incident. Our housekeeper was excellent and cleaned with zeal! We couldn't stop her from cleaning. The casino was a blast; I've never gambled before (nor had interest to) and this casino was great! We won a little bit of money on slots. The beach can be a little off putting to those who don't like seaweed but I grew up in a beach city. Seaweed doesn't bother me - I mean it's natural. Does everyone think all beaches naturally come like South Beach? The beach at this resort is small but I didn't really spend time at the beach so it didn't bother me any. It's a nice offering to have the weekly shows at the resort. Some of the shows in the atrium were very entertaining. For the record, we wore the black wrist bands. Does that matter?

  Sep 03, 2025
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  DO NOT STAY AT THIS TRASHY PLACE

  This place was horrible, we was promised a ride from the airport , never got it. Had to pay $70 for a cab ride to the hotel, went on what was suppose to be a 90 minute tour that lasted 5 hours, the food was trash and always cold. We had to leave the property to get good hot food. The bird and lizard lived on the nasty room patio that was full of bird poop. But to top that off I made a cup of coffee sit it down went back and there was a ROACH 🪳 IN THE COFFEE . (See photo) Took it to the concierge she took a picture but did nothing about it. The room had a foul smell, had to ask for the room to be cleaned, oh yea the water didn’t drain out the tub during a shower. The staff was rude and always trying to con you one person says a cab ride is $30 the next day the same ride would be $80 (US dollars). My first experience in Cancun was horrible. Birds won’t let you eat and last but not least, they reuse plastic cups! .

  Aug 30, 2025
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  Title: Injury at Grand Oasis – Refund Request Denied

  I was a guest at Grand Oasis when I suffered serious injuries on the property (knees, elbow, and wrist). The staff gave initial treatment, but I was in no condition to continue my stay. I requested early checkout and refund, but the hotel was unhelpful and dismissive. My goal is not to harm the hotel but to warn travelers: if you are injured here, be prepared for little compassion or support. I had to escalate this to my booking agency and card company. Guests deserve better care and fair treatment.

  Aug 29, 2025
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  Disappointing Stay – Hidden Fees & Misleading Info

  We stayed at this resort last week and unfortunately, our experience didn’t meet expectations for a beach resort: • Beach: The beach was dirty and filled with seaweed, making it practically unusable. Booking a beach resort only to find the beach inaccessible was disappointing. • Check-in: The booking site mentioned check-in between 12–1pm, but in reality, it’s only from 4pm (ours was closer to 5pm). • Safe box: An extra charge for a safe in the room was surprising, especially since it came with a physical key instead of a passcode. Carrying the key around at the beach or pool is not convenient, and the receptionist mentioned they don’t have a backup key if it’s lost. • Hidden charges: Despite “all taxes and fees included” on booking.com, there were additional charges on arrival. • Room amenities: No blanket provided unless requested, and no slippers, which is unusual for a resort. • WiFi: The WiFi rarely worked anywhere on the property. • Restaurants: Even though we booked all-inclusive, reservations for à la carte restaurants were made unnecessarily difficult. Staff claimed the restaurants were fully booked, yet when I checked, many tables were empty. • Service: At Dos Lunas, the manager only seemed attentive to guests with black wristbands, ignoring others. However, our server Venita was excellent and very attentive. • Checkout: At checkout, we were presented with the wrong bill and asked to pay. It took nearly an hour to prove it wasn’t ours, which was embarrassing and inconvenient. Overall, there are many areas for improvement in both service and transparency. With a few changes, this resort could be much better.

  Aug 22, 2025
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  Don’t stay here dilapidated food nasty horrible staff rude no help closet door off no maps no English tv in Spanish only

  Worst experience ever don’t stay here took 2 hr to get room hotel dilapidated food gross birds everywhere staff rude nasty

  Aug 19, 2025