The Pyramid Cancun - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

17605 reviews

• 

  Not worth it

  Even for the cost paid, this resort was not worth it and will not be receiving a return from us. Although the location is beautiful, the service is absolutely terrible. The beach was phenomenal: water was clear and beach was great to swim and tan in. Additionally, the scenery of the resort is gorgeous as well. So much greenery and fun little zones to hang out in or take pictures. On the other hand, service was nearly non-existent. From the start, we got out of our transportation to no welcome at all; it was our responsibility to drag our luggage's and locate the check-in (which we were told to go to a different room twice after waiting in terrible lines). The hotel was fully booked during our stay and it was clear that the resort is not suited for such a large capacity. When going to shows or even the pool or a snack bar, there were never enough seats. The main show room had maybe 30-40 chairs available, which were often reserved for premium members. Food-wise, also unprepared for such a large capacity. Bars always out of basic drinks (mojitos, margaritas), buffets have a small selection that repeats daily, and the walk-up food bars are always out of staples, even with a small selection already available (ran out of fries, nachos, no lettuce or tomatoes, ice cream always only had one flavor, machines--waffle, ice cream, milkshake, hot coffee--constantly broken). Can't even speak on the restaurants because the steakhouse and Italian restaurant required a reservation that didn't have an opening until after our stay (when we tried to reserve a spot on our first day), and the other restaurants that didn't require a reservation rather had a 2+ hour wait and eventually stopped taking in customers or weren't available to those on the basic plan. Another thing they constantly ran out of were the towels. 30 minute waits everywhere for new towels, even when it was 11am. They made such a big deal out of the towels--"pick them out over there not here," *go where they told us* "why did you come here, the towels are supposed to be in your room" *no towels in the room*. Room service did great the first day but after that the water and drinks were never refilled, towels were not exchanged, and was so hard to get new shampoo/body wash bottles even though we ran out. Entertainment was also very non-existent. Few shows in the evening and maybe 2 fitness classes during the day, but the activity staff was never seen walking around encouraging guests to join. Not much music was playing either, not giving the resort a fun and party vibe like others do. Overall, was silent and you were left on your own. One last thing to mention, the staff was also very minimal. Not many working in restaurants and no one walking around pools/beaches to clean up cups and ask if guests want something to drink/eat. Some of these things are picky, but being to other resorts in Cancun and other places, the service here did not compare at all. If I'm to pay such a price for an "all-inclusive" why is nearly everything not included or not available at the moment?

  Jan 05, 2026
• 

  Terrible, would pay to not stay here

  Where to start…..possibly the worst hotel I have ever stayed in and I’ve stayed in a 2 star in Egypt. The service is shocking the rooms are dated and the beds are tiny, I was lucky enough to get a room at the entrance to the hotel with the water filtration system which never stops making noise and the smell of egg just gets stronger through out the day. Also if you want a fresh towel in the room it’s a 3 day wait and the water in the room is the same. The staff are useless just sending you piller to post without a care in the world. Check in was great they just charged you the tax and sent you on your with out a mention of where anything was, make sure you have a black of gold wrist band because if you haven’t your very limited to what you can do. 80% of the stuff in the hotel is not included in the all inclusive, if you have kids I would cancel now because there is no entertainment for them and to be fair there is no entertainment for adults. To sum things up I would 100% stay away from this hotel and this is me saying it from sitting in one of there shocking rooms as I write this.

  Jan 03, 2026
• 

  Terrible

  Couldn’t get a chair by the pool. Requested a king bed and we received 2 twin with an incense? in a non smoking room? Wait to eat dinner was double estimated (over 2 hour wait) to be rushed because kitchen was closing. Will never return. Not worth the $$

  Jan 03, 2026
• 

  Family of 4 from Canada!

  I am here right now Dec 31-Jan 7 and I honestly don’t understand the excess amount of negative reviews. Sure the food and drinks are meh but I’ve found that at most resorts I’ve frequented over the years. Me, the husband and my very picky children have been eating just fine. The check in experience was a little annoying just cause we were travelling all day and were delayed getting in so having to wait behind multiple families of like 8-10 people was frustrating as our check in once we finally got through after almost an hour only took 5 min. We will be trying the steak house tomorrow and Italian on Monday so will let you know how those go but we haven’t had any issues with waiting to get in the buffet as we go at a decent time but have noticed longer lines at certain times. We haven’t personally had to wait longer than 10 min if at all. Just expect to wait if you go to the buffets past 8pm. The food hall buffet is less busy we noticed. The resort grounds are beautiful, everything is pretty clean but yes rooms are outdated but hasn’t affected our stay. Our AC, toilet, shower etc has been working fine. Beds are comfy enough, bedding was clean however one of our beds was a little lopsided but instead of complaining we made due cause it wasn’t that’s big of a deal. Sure not having access to all the restaurants/bars kinda sucks but it’s no different than other resorts where you need to pay “premium” or be a member to gain access so doesn’t really bother me as there are plenty of bars and food options as a basic reservation. We were contemplating upgrading but didn’t think it was necessary honestly. The staff here have been great for the most part, app is easy to navigate and wifi works well most of the time unless you are on the beach or close to the perimeter of the resort. Booking stuff on the app has been easy (spa, Bali beds etc). Asking for extra blankets/towels was easy as well and no issues. Getting a chair at the pool is kinda hard to come by but just get up early enough or book a Bali bed one day! Would I come back here? Probably not but it’s not because it’s awful. It’s just too big of a resort for my liking and I don’t tend to repeat my stay at any resorts, I like to try different places. Don’t let the bad reviews prevent you from coming as it’s not as bad as they make it out to be, at least not to my family (maybe we are just chill and easy to please lol).

  Jan 03, 2026
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  AWFUL! Stay away

  I have been traveling all inclusives for many years. This is by far the worst experience I have ever had. This is not an all inclusive hotel with 9 restaurants. You must pay an up charge to eat at the restaurants. You will be waiting in line for a buffet of chicken nuggets, hamburger and fries. There is no way a person can eat this for days at a time. I checked out the next time and booked myself at another hotel. I also saw the bartender fill up the liquor bottles with bottom shelf liquor. STAY AWAY! You have been warned Giving them a one star rating but if I was able to give them a zero i would have done so

  Jan 03, 2026