The Pyramid Cancun

Luis Enrique Salazar

This resort here is one to stay away from! let me start off with the check-in; I arrived around 10am or so and had knowledge that check in was at 3pm but were able to check in and receive the black wristband which was for only pyramid stayers which is a upgrade from the the grand oasis stayers wristband which is all blue. Supposably with the black wristband you have access to over 22 or about 22 restaurants and bars, in my case certain restaurants and bars wasn't even accessible with that. Service was poor and a lot of the staff seemed to be bothered when approached with questions on service or directions. At check in, they supposedly couldn't find our reservation, so I provided them with our confirmation number and lit.. number as well, that wasn't enough for them and asked if we paid for the stay which in fact I was asked to send the proof of paid booking and stay to an email they provided me with and I with no hesitation sent it over. The told us to check in with them from time to time to see if there was any rooms that would come up available so we can Get situation so we did that, with. each time checking in with them on updates we come across a lot of people who arrived yet they were getting served and giving rooms at check in and mind you they weren't directs with booking through the hotel as they mentioned which would be the only way to get your rooms asap or even a shuttle from airport to hotel and ect. We brought that to their attention just for them to ask yet again for our reservation because they could see it come up in the system. By 3pm we checked for updates and they said they had nothing available yet others who were arriving were still getting checked in and sent to their rooms with no issue. By thew time we got a room it was 5pm evening and the room giving to us was full of mold, rust, Air conditioner wasn't working properly and made a lot of noise. When we brought it to their attention they told us to call the third part we booked with to let them know because they cannot do anything for us due to not booking directly with them. In fact they said the could only assist with quality those who booked with them and not third parties. A lot of the shows were kinda stuck together around the same times so you'd have to pick on other the other and Sundays theirs no shows at all giving. We with thew black wristband was even limited to things we thought was highlight as we woulds have access too. Felt as the upgraded wasn't even needed at this point because those without the black wristband seemed to have more access and privileges then those with the high upgrade and wristband.The workers had bad attitudes. Unprofessional. And Seems very bothered. Room service had a fee and limited us to what we were able to order. the cleaning room service didn't do much of cleaning just did the bed, even when receiving the room the floor was full of filth, wasn't cleaned mopped nothing! room had a smell, bad oder! A worker there that has been with them for over 25 years actually stated that since new ownership took over things been going down hill and that service and amenities aren't the same at all. He stated that I should call in and complain as I told him what was happening, he said I was being taken advantage of at that point and it wasn't fair for what I spent! It was wrong and that he apologizes. People were smoking in areas where they were children! that was disgusting! bathrooms always had bad oder and wasn't clean enough to really use if needed. Only thing we got to enjoy was a massage that was giving to us for attending a presentation which where there it was said that yeah... things of all I mentioned has been done to people who booked through 3rd parties so they can be forced to buy leisure club memberships which would provide you the full experience with no need to worry about check in, no worries about a bad room, no worries about being limited to restaurants or bars even if you had the pyramid wristband!

Darren Di

My family and I stayed at the Pyramid for 5 days and 4 nights. Pros: 1. Access to beach was easy. Beach was beautiful. 2. Pools are great. Good for kids of all ages. They have a wading pool for toddlers or kids that are still learning how to swim and deeper ends for older kids. 3. Good selection of restaurants (hard to get reservation though). Plenty of food options to try and multiple cuisines. 4. Staff were friendly and hard working. Cons: 1. The rooms are outdated but more importantly they smell musty. When our concerns were brought to staff, their solution was to spray Febreeze like fragrance which only masked the issue and not address the underlying concern. 2. Bathrooms were not clean. On one day in particular, there was fecal matter on the bathroom floor. The issue was brought to the staffs attention and to my dismay it was still there when I went to use the restroom again later during the day. 3. Buffet options are limited in food. 4. Beach chairs are limited. For the amount of guests that stayed when we were there, more beach chairs should've been available. Ultimately, I do not plan on returning to The Pyramid Cancun with my family due to these reasons. I sincerely hope that changes are made, especially on the cleanliness of the facilities as well as the outdated rooms and it's weird smell.

David Sanchez

Hotel in it’s own is great. The only reason I am making my review mid stay is because of the service at reception. My brother and I both booked stays here (different rooms/he booked his I booked mine.) The staff cleared us when we checked in by verifying everything is good for our check in. That was on a Saturday. On Wednesday (mid stay) they tell my brother his confirmation/payment did not process and they wanted him to pay again. We checked his accounted, his Hotels App, everything showed that the payment cleared. They still insisted on him paying again. This ruined the tour we had planned to go to Isla Mujeres. Very unacceptable. I am not one to make reviews but this really ruined our stay. Another couple of issues I had with the stay… Check In process takes almost half an hour ñ, god forbid there are 3 people ahead of you. Bathroom valves/faucets are semi work. Even though the hotel in its own is nice due to the beach and the pools and bars the service is terrible.

Jay

I travel a lot, maybe 60-90 nights a year in a hotel or resort and I’ll have to say this resort is the worst I have ever experienced. Booked a double bed room, received a single bed, was told they didn’t have any other rooms and is based on availability. They said they could accommodate with sending a twin bed. They sent one and left it outside our room with stains all over it. They didn’t even bother setting it up or sending additional bedding. It didn’t even fit in our room. Then the worst part of it all was that for the 4 days we were there we could not get reservation in any of the restaurants, for the first time in my life I had to uber eats food everyday at an all-inclusive resort. None of the customer service folks had any empathy or care to help us. Also everything shuts down at 10-11pm. There are soo many better options in the area, stay away from this place, looks good in pictures, but is a miserable place to stay.

Gina Armanyous

⭐ Google Reviews — English Version (direct & accessible) Disappointing stay – would not recommend We stayed here for two weeks and paid €1500 per person, but it was absolutely not worth the money. The hotel calls itself “all inclusive”, yet in some restaurants you still have to pay for your drinks. For the better restaurants you need to book in advance, but for three days in a row we couldn’t get a reservation anywhere because everything was fully booked. Customer service was also very disappointing. A misunderstanding about a reservation — which we had already sorted out — was brought back up again as if we had done something wrong. They asked us to show proof of cancellation, and there was even talk of checking security camera footage, which felt intimidating. At check-out, we found out the issue still hadn’t been communicated internally. Instead of the lobby simply calling the concierge, we had to walk all the way back to our own building to tell him again that the issue was already solved. That’s a seven-minute walk there and seven minutes back in the heat, all because they didn’t pass on the information. For such a big and supposedly luxurious hotel, this felt very unprofessional. Basic facilities were also poorly managed. The towel service was inconsistent and one day there were no clean towels at all. You can only get drinks from 11:00 onwards, the buffet food is average at best, and I even received a cup with a lipstick stain on it. The sunbeds are hard and uncomfortable, and the bar is often so busy that you wait far too long for a drink. Overall, this feels more like a 2- or 3-star hotel rather than a 4-star resort. We were treated unfriendly on multiple occasions, and simple things were made unnecessarily difficult. I would not recommend staying here if you want value for your money.