Stay at The Pyramid Cancun in Cancun's Hotel Zone. Experience gourmet dining and stunning views. Book now!

Unless you wanna get up at 6:30 in the morning to look for a lounge chair, then go somewhere else Let me start out by saying on the surface. This hotel looks large and amazing. We did have the black bands, which gave us access to a lot of things, but nobody explained this to us and we didn’t know until at least a few days after our check-in. We were Saan Ka’an and didnt know any of the perks. The room was great. Ocean view and a nice deck. There was mini bar but it wasn’t great. There was 3 cans of pop, beer (we don’t drink that) and water and some chocolate. This was replenished for the first few days and then not again. We needed water though so I had to go to customer service to ask for it each night and to ask for it to be replenished. That also didn’t happen. One day I was very frustrated because the line was huge for other people checking in and out and all I wanted was water. I ended up going to the bar. Once in there a man in a suit came in and asked how I was enjoying the holiday. I explained the situation and how frustrating it has become. He said THIS IS WRONG AND IT WILL BE FIXED. I didn’t even get back to the room and the phone was ringing. They were on the way up with extra water and were replenishing the mini bar. That’s all it took? One call from someone important?. Thank you to him. I’m not sure what position he was within the hotel but that made a huge difference. You can’t miss him - he wears a suit and is really tall. Likely 6.5ft. He’s seen walking around the resorts frequently. if it weren’t for him I would have spent so many more hours just waiting to get water. No idea why our room was always skipped. There’s not even close to enough chairs for the amount of people that are here. From our room, we have an ocean view and we can see the pools. The amount of empty seats with reserved towels doesn’t match the small amount of people in the pools. These are reserved by the wee hours of the morning by guests who do not show up to use them till at least the afternoon or not at all. It’s embarrassing for the resort to have people sitting on the grass on their towels!! There were elderly people that couldn’t get up and down very well that were sitting on the grass. There were people hovering around, looking for chairs all day, including a few very pregnant ladies. Pictured provided. Meanwhile, all the chairs are full, but nobody sitting in them. There’s no way all those people are in the pool because we counted. Even if you consider someone might’ve taken off and gone for lunch, their chair is empty for 6 to 8 hours!! no way. A vacation is not a vacation if you must get up at the crack of dawn just to get a seat for your family!!!There has been some days when the seats are reserved and nobody has been at them for eight full hours. We’ve been to other resorts where there’s a strict time limit posted EVERYWHERE - if the security guard sees that no one has been at those chairs for over an hour he removes the towels and their stuff which can be claimed at the customer service. This hotel would be smart to implement that policy as well. There is a lot of wasted space where dozens of more chairs could be placed. This is the sole reason and how we decide if we will return to a hotel. No leaks no bugs, air conditioning was perfect. Shampoo and conditioner was provided, as well as Q-tips and makeup removing pads however they were never replaced after day one. There was even a toothbrush with toothpaste, which was nice. I just want to point out that we normally stay at the Moon Palace Grand and even they have leak issues sometimes. It’s not that the place leaks. It’s how it’s handled by the management and staff. We found all the restaurants aside from one were wonderful. We had the best pad Thai ever at the buffet. She made it perfectly. The lineup outside the Mexican restaurant was absolutely enormous all the time. We thought we better try it because it must be that good. It wasn’t. It was the worst meal we ever had. It was terrible and so were the servers. They were rude. People should understand that that musty smell is a smell that is all throughout Mexico. It’s to be expected when you’re on or near the water and there’s always something wet in the room or the hotel. This is the be expected in a warm climate - lots of people, warmth and not a lot of air flow. This is not this hotel. It’s pretty much standard unless it’s a high end resort. Drink service is solely on your own. We have found that since Covid it is something that resorts aren’t doing much of anymore. That doesn’t make a lot of sense because servers work hard and could make a lot of money during the day. We brought a lot of one dollars bills and Mexican money just to give out as tips. We came home with that money because nobody did anything special. I think the bottom line is that hotel service has gone down a lot since Covid. Hotels need to realize that your customers paid thousands of dollars to be there. We are lucky and we travel once a year sometimes 2. There are other families that save and saved for years in order to take a vacation once every five or maybe 10 years. Some families could be their first ever vacation. I would be clearly disappointed if that was the case. When we arrived, we were told that we needed to meet with our Air Canada representative the next morning early. We didn’t want to do that because we’d arrived so late. Also, we didn’t want to sit through the timeshare information blah blah blah. We come to Mexico often enough and we didn’t want to waste any time with that. All we wanted was our pick up time when we were ready to depart and head home. The hostess agreed and said don’t worry about it just grab the time whenever you see him at his desk. Good luck finding the desk. It is downstairs around the corner and hidden behind some trees. My husband and I looked for the Air Canada booth that would be set up each day for five days before we actually found somebody there. They gave us attitude because we hadn’t showed up for our initial meet and greet. We were given a time and everything sounded fine. A week later we did double confirmed that pick up time. Now it’s checkout time and we are standing out front for over an hour and nobody shows up. The time comes and goes and another hour passes. The absolute, sweet, sweet man (bell hop) outside, offered us his personal cell phone and he called the direct driver who was picking us up. He apologized but said he had never ever planned to pick us up that time. He would be there in about 20 minutes. We are very thankful for this cell phone use because we were getting ready to now pay for a cab to take us to the airport. We feel the Air Canada representative at the hotel in Mexico purposely gave us the wrong time because he was annoyed that we didn’t show up to the welcome seminar and listen the time share garbage. Although we had a decent vacation, we wont likely ever return simply because we don’t want to spend the day walking around, looking for somewhere to sit when all the pool chairs are “taken” This is not a new complaint. This has been going on for years. We talked to a few guests. Who’ve been coming back the year after year and nothing ever changes. Therefore we won’t be going again.