The Pyramid Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17363 reviews

• 

  The worse vacation ever, this place is a joke!!!!! Don't waste your money.......

  I really don't know where to start. Our entire experience was very disappointing and not at all what was displayed on your website. First of all, our room did not include 2 queen beds, which is what we booked. We had requested ocean front and received ocean view, and when checking in the clerk said he would provide a double bed in the room, which never came and not sure where it would fit in the room. No room service, no front desk service, and house cleaning was sporadic. The fridge was not replenished with water, then redirected to pick up our own water from the concierge, limited to 4 bottles for the day. Adding to the stress, picking up our toilet paper, coffee, Kleenex, clean wash cloths, shampoo, conditioner & soap. Had to ask for coffee everyday or find a housekeeping cart & ask for coffee. House keeping did not clean the floors, shower, table, cups, not to mention the bathroom sink plugged. Not finished yet!!! Construction continuously in the building, made it impossible to hear or relax, jackhammering and concrete work by the pool made it impossible to enjoy with the constant noise and dust. The restrictions on the inclusive amenities were not transparent and deceiving on the website. The food was substandard at the buffet and all the extra charges at other restaurants was a total surprise and were an extra charge. These extra charges limited our access and enjoyment of your resort. The noise and music were over the top loud and went on far to long in the evening. At the end of the day, I would not recommend this facility and will be informing Sunwing vacation packages and Tripadvisor of this extremely disappointing experience. The entire stay was a complete disappointment, and the website was not transparent with the amenities for the all-inclusive package. This was by far the worse vacation we have experienced and would not recommend your resort to anyone looking for a relaxing experience!

  Mar 02, 2025
• 

  A Great Resort!

  The resort is large so be prepared for several steps, stairs, and ramps. After a week you will have it figured out, though. The airport was a breeze. The transport van was easy to find; just do not make eye-contact with anyone inside and outside the airport. Check in was fine. I asked for the black wrist band instead of the blue. If you see really bad reviews on this it's mostly because of those guests who stuck with the blue band. My room wasn't ready at 3 or 4 or 5pm. Thankfully there is a secure area for your bags while you go for lunch or walk around. I had an ocean view on the 6th floor at Palmar 1. Not worth it. Downgrade to a different view and choose a lower floor so you're not waiting for elevators. Take advantage of the consierge desk in your building. I had two or three fantastic staff that made my reservations with. Dos Lunas near Palmar 2 was incredible. Sakura for the best Japanese food ever. Benazuza for an extra special fine dining experience. The Black Sens restaurant was fun and great food served in pitch blackness. The entertainment was fun! The Market Place buffet was incredible for breakfast. Excellent service! At lunch hour in the same building is Bites. Try the carrot soup and the salmon tartar. Keep in mind it is nearly impossible to get into the water. Red flags everyday, so windy and chilly in the morning. Hurricanes have destroyed the beach exposing boulders and rock at the shoreline. Hopefully they will send out sand dredgers to re-coop. There are thirty steps down to the beach. Hang onto ropes if you are unsteady on your feet. The grounds are kept up nicely except for the trash on the beach. Plastic cups, food and food plates litter the beach loungers. Take paper towels with you to wipe down those chairs. The entertainment that starts early afternoon can sound like it's happening in your backyard. And then it begins again in the evening. Happy I switched to the first floor. Not so much walking. The yard is gorgeous! Just a few problems with the room; A/C caused a flood, TV not working, and phone not operating properly. The housekeeper was amazing! I gifted him a bunch of sundresses for his Mom, gf, or wife. TIP: Don't forget to tip! Give your waiter at the beach a buck and he'll keep coming back. Tip your housekeeper! Tip your wait staff at the restaurants.

  Feb 27, 2025
• 

  Better service needed for a 4 star

  This a beautiful hotel but it took us 2 hrs waiting on line to check in. When went to the room, it wasn’t what we had requested which was two beds. I called them from the room and the person I spoke to told me to come back down which I did for her to tell me they don’t have any more room with 2 beds but they can bring a cot to the room, I refused. After a lot of back and forth they finally gave us a room with 2 beds. The room was dated there was mold at the corner of the tub

  Feb 27, 2025
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  .DON’T DO IT, UNLESS YOU UPGRADE BIG TIME TO GET WHAT THEY ADVERTISE

  Maintenance on toilet many times. Patio doors rattled all night long. Water leaked in room up to the bed every time it rained. Fridge was never restocked. Shower was clogged and stood in an inch of water every time. Slow drain. Have to upgrade to use the whole resort all bars and restaurants, $80 per night more per couple. Had to pay for safe in my room. Every bar had only 1 bartender with minimum of 10 people in line at any bar you went to. Only 1 restaurant took reservations, others you just went and waited anywhere from 30-60 minutes to get in. Buffets are no way near the way they used to be. Very limited and repeated items daily. Pool and weather was the other good things, if you were able to get a chair. I got up at 6am every day to get our chairs. Our towels and cute towel holder “birds” were stolen off our chairs.

  Feb 26, 2025
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  Don't waste your money here

  Poor Customer Service -The young woman with black hair in a ponytail (seen today, Tuesday 25th, around 9:30 AM at Grand Oasis) provided terrible customer service. -Staff at "The Market" serve cold food and refuse to warm it up when requested. Maintenance Issues -The elevators, especially in Tower 2, need urgent maintenance. The doors sometimes fail to open. -There was a leak from the lamp in my room. -The toilet also had a leak. Public Restrooms -The restrooms are not properly cleaned and have a strong, unpleasant odor. The one near the arcade is particularly bad—it’s unbearable. Noise Disturbance – Unable to Rest -In the tower near the pool and bar, loud music plays every night until 11 PM, followed by people screaming, making it impossible to rest. -In the Pyramid, rooms located above the casino experience loud noises until 1 AM, severely impacting sleep quality.

  Feb 25, 2025