The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17668 reviews

• 

  I will never come here again.

  Follow up as promised after finally receiving our room after a 7-hour wait. The room is literally disgusting... . Broken faucets at both sinks. . 1 x sink no plug and take 10 mins to drain. . Rusted shower head. . Towel rails are rusted and falling off the walls. . Many botched / mismatched repairs of tiles in the shower / bath area. . The fridge doesn't work properly and is filthy dirty on the outside. . Lamp shade is broken and hanging lopsided on its base. . The thermostat doesn't work . you're either freezing cold through the night or sweating. . Curtain closing rods are detached and just hanging from the guides. . The wardrobe door is non functional, and the only limited storage you have aside from a small set of drawers. Nothing more than a decorative side to the open storage. . Spray painted ( rattle can ) vanity mirror ( non functional ) with rust showing through the silver paint. . At least the cockroaches seem friendly enough. To sum up the food, mid at best and the same every day. Be wise in your choices. There's a serious risk of E.coli or similar just waiting round the corner here. Do yourselves a favor and go elsewhere.

  Feb 19, 2026
• 

  Overbooking ...refusing to acknowledge your Booking

  24 people book a package, only to arrive and the hotel tells them their booking doesn't exist!?? They have paperwork in their hands from a reputable supplier and travelled with said airline plus had the transfer that was included. They booked through an agent. Now they are being refused rooms even with their edocs and booking confirmations in their hands. They have been sitting in the lobby and are still being refused entry. Disgusting. Feb. 17 arrival

  Feb 17, 2026
• 

  Lost two days of vacation.

  Arrived 2330hrs due to a delay at the airport getting baggage. When we got to the resort they said they were full. After much discussion and the promise that we would be upgraded, we decided to take their offer of a room at their sister property in Cancun city. 45 minutes away from the resort. I told the front desk manager that we would be back in the morning and there was a guarantee that I a room would be ready for us. It was 0130hrs by the time we got to the hotel. Checking there was smooth and our taxi driver Oscar was excellent. Even offered to pick us up in the morning. We went to the room and got some much needed sleep. We woke in the morning met with our taxi driver Oscar and headed to the resort. When we got to the resort again we weee told that they weee full and they didn’t have any rooms for us. Every time we said that we had booked a month in advance and we should have a room we were met with shrugs. We received our wristbands and were almost given the lowest category although I paid for the extra experience. Anyway we spent the day around the resort and beach. We were told to return to the desk at 1430hrs to get our room. We went to the front desk and waited in line for 45 minutes and watched all people I. Front of us checking in and receiving their booked rooms. When our time came we were told again that they weee sold out and to return. We stepped out of line and complained to the manager finally receiving our room at 1600hrs on day two of our vacation. Front desk experience is horrible. Our stay fell during spring break. So there weee a lot of kids, but I am young at heart so that wasn’t a big deal.

  Feb 17, 2026
• 

  The blue (lowest) tier of “all-inclusive” sucked. Food was not great. No pool side service. Bars were slow.

  We did not enjoy the facility with lack of available amenities. Bars were slow, food at buffet was not great. NO bacon No pool side services, lunch food was gross. Deep fried chicken till it was rock hard. Very limited access to restaurants

  Feb 16, 2026
• 

  Awful, awful , just awful !

  My wife and I arrived after flying overnight from Canada. We were told at 9am local time when we checked in that no room available until 4pm, due to over booking ( seems to be the trend here ) after all the terrible reviews seems strange , but here we are. Staff dismissive, rude and uncaring. Cleanliness leaves a lot to be desired! Had no other option than to get changed from our traveling clothes in the mens and women's washrooms ( respectively) amd they were dirty and stank too. Dread to see what state our room will be like when we eventually get one. Will drop another review on that subject separately and on the rest of our weeks experience as it develops.

  Feb 16, 2026