The Pyramid Cancun — Hotel in Cancún

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...

im.doing a quick review  review is fot the Oasis Pyramid resort but Im.using these other resorts just  for  comparison in case you need to decide what suit you better even tho everybody's experience is different .||Pardon for  my writting I did this in my phone and  the autocorrect has gone haywire! || 1 BEING THE BEST 4 BEING THE WORST||BEST IN RESTAURANT SELECTION. ||The Pyramid.||Barcelo tropical||The Royalton||Principle Coba||Best buffets :||Barcelo Tropical||The Royalton- The Pyramid ||Principle Coba||Best pools:||Barcelo trop.||Principle Coba||The Royalton ||The Pyramid||Best entertainment:||Barcelo T.||The Pyramid||PRincipe Coba||ROYALTON||Best beach clubs:||Royalton ||Principe C.||Barcelo T||The pyramid || ||Best customer service in all areas :||The Royalton||Barcelo T||Principe c.||The Pyramid||Best service in rooms :||The Royalton||BARCELO T||PRINCIPE C||THE PYRAMID||Best getting around the resort:||THE ROYALTON, ||Barcelo ||The pyramid ||Principe c.||Best room ||The Royalton||BARCELO- the pyramid- principe c.||Best beaches ||THE PYRAMID||ROYALTON||BARCELO- PRINCIPE C||BEST UPGRADE  TO BLACK BRACELET||THE ROYALTON||PYRAMID||BARCELO||PRINCIPE C.||so The pyramid is somewhere  in between  all of these resorts.||If I had to pick one to go back k tonight would be the Barcelo Tropical ( and maybe upgrade to their luxury side The grand) ||My budies and family agreed.||The worst at the Pyramid was pretty much the service,  rude waiters at the buffets and pool bars( two stand out - Alberto and another guy I will update his name) just unfriendly, long faces, super slow, complaining , and this was regadless of if a tip was deposited in the jar)||At least 5 of the servers at the buffets were nowhere to be seen nor had a very low response to requests, one gave my wife an eyeroll, another said really? When asking for more water, etc. ||I used to work.for Mcdonals  and I also made crap money but I was never rude or acted my anger towards the customer, I never stayed upset towards the next guy! ||Some customers are also crap but let's know the differance.|| The best waiters were at the Miramar restaurant ( Brad pit and Dicaprio) nice since we arrived, so I gave them a 20.00 tip.||The upgrade is worthy  of doing to the Pyramid since you get the buffet Marketside. That's it the other restaurants.aint worth the upgrade. ||The pyramid and Sian kan  beach clubs are not worth your time. ||The Beach infrastructure needs an upkeep, very service.|| To me the killer was the lack of food at the buffets and the sad servive.||The pyramid buffet does not open all the time so you need to go to the smaller buffet at another building.||When calling reception  or talk to other employees at  the resort , most were clueless about where things were ( I speak Spanish, so language  was never a problem)||Air-conditioning was loud in both rooms , when adjusted to the max since the low speed was not enough  to keep the room cool.||The minibar was very hot barely kept drinks cool  but not a killer of a deal. I had somemproblems to get them re stock, but I guess just one guy does it so I didn't  mind going downstairs to get drinks like water.||The towels shacks ....? I Think I saw one? ||The good : ||Nice beach sand and ocean waves tho.||No rocky beaches .||Restaurants food was very good , small portions but good lots of choices.||Free  Gelato for the Pyramid  members.||Lots and lots of small places ,areas to grab small meals!! Love it||.||Not everybody was rude or clueless but 70% were I guess lots of new employees  work there so they don't know what's going on yet  ? . Some were " normal" no need to smile or give me a gift every time I talked to them LOL  just a normal person that you feel that it does their job.||A casino that can keep you  entertained. ||A small souvenirs  shop with good prices.|| Clean place, nice rooms , brids, iguanas||And other animals.|Also my review. Is based on stayin as Black Bracelet and / or Sian Kann guests. | ||Over all rating : 7.8 out of 10 so its not the worst.  Would we go ...

Firstly, the check-in process took an inordinate amount of time, exceeding one hour. This was not an ideal start to our stay, especially considering we were traveling with a 3-month-old baby and a young child.

Furthermore, we were shocked to discover that the property is not accommodating or accessible for families with strollers. The lack of ramps created a significant barrier, making it impossible for us to navigate the property safely. The building we stayed in lacked a ramp or elevator to access the second floor, forcing us to rely on the assistance of two people to maneuver the stroller. This was not only inconvenient but also posed a significant risk to our baby's safety.

On one occasion, when I was alone with the baby in the stroller, I requested assistance from an employee. Unfortunately, the employee lifted the stroller too high, causing my baby to almost fall out. Thankfully, I acted quickly and was able to catch my baby. This incident alone highlights the urgent need for improved accessibility and staff training.

Our initial room assignment, Room 3304, was plagued with issues. The shower head did not work, the bathroom door would not close, and the shower towel rack was loose and posed a risk to our daughter's safety. We were eventually moved to Room 3518, which was an upgrade, but this room also had its own set of problems. The outlet socket was loose and popped out, the balcony door was difficult to open, the balcony windows were opaque, making it impossible to enjoy the view, and the drain in one of the washrooms did not drain properly.

Additionally, we were not informed about any of the VIP benefits at check-in, including access to the VIP beach section. We only discovered this benefit on our last day when we dined at the "White Box" restaurant, which was located at the top of a long, steep staircase with four sets of stairs. The beach was even further away, making it inaccessible for families with strollers.

Moreover, the accessibility ramp meant for wheelchairs and strollers was blocked off and only opened when needed. The employee stated that it was “too dangerous” to leave open due to its “steep and slippery” nature. However, this created a significant challenge for us, as we had to rely on this dangerously built ramp which was the only ramp available to access the beach. Furthermore, at the bottom of the ramp, there was a height difference of approximately 8 inches, adding to the difficulty of accessing the beach.

We traveled all the way from Canada to escape the winter and celebrate special occasions, including holidays, birthdays, and an anniversary. Unfortunately, our experience was marred by the inability to access the beach due to the hotel's accessibility issues. Instead, we were forced to spend our time by the pool, which was not the beach vacation we had envisioned.

Unfortunately, our culinary experience was also a letdown. We had hoped that the food would compensate for the other issues, but it fell short of our expectations. The buffet selection was limited and unappetizing, with bland eggs and an odd variety of breakfast foods. The majority of options were steamed vegetables or overly salty dishes, with no middle ground.

The only adequate food was at the restaurants requiring reservations, but even those had issues. At the Bahia steakhouse, the steaks were quite a disappointment as they were incredibly salty. The Le Petit Chef experience we paid extra for, to celebrate our daughter's birthday, was held in a waiting area for the Cayeres restaurant. This meant that people waiting to be seated were staring at us while we tried to enjoy dinner, making the experience awkward and uncomfortable. We were further disappointed when the steak we ordered medium-rare arrived blue. Despite sending it back to the kitchen to be corrected, the steak returned in the same condition, still blue. It would be a significant understatement to say we were unhappy with the value...