TripAdvisor Traveler Rating

I loved that we find activities for adults we did a Guacamole class which we learn how to make it at home and later on a class about make candles with purpose. Jesus was great!

I am currently staying at Paradisus Cancun, on the 7th floor, and unfortunately my experience has not been what I expected from a resort of this level. One of the main issues is the constant noise. Music from the reception/lobby area travels all the way up, making it very difficult to relax or sleep, especially in the evenings. The hotel seems to cater more to a party-oriented crowd, with many guests celebrating and creating a lively—but often disruptive—atmosphere. In my opinion, this hotel is not ideal for families or for guests who are looking for peace and quiet. There is no dedicated stage or separate area for entertainment or parties. Instead, events take place in the main areas of the hotel, which directly affects guests staying in nearby rooms. For a resort that promotes comfort and relaxation, I would strongly recommend creating a designated entertainment space, away from guest rooms, to avoid disturbing those who simply want to rest. Overall, if you are looking for a calm, family-friendly environment, this may not be the best choice. However, if you enjoy a more social and energetic atmosphere, it might suit you better.

That review is strictly for the Capella Italian restaurant in the Paradisus Cancun. Our waiter Roberto was very efficient, kind and knowledgeable with the menu. He gave us excellent service with a smile.

recently stayed here as a family and overall had a good experience, especially traveling with kids. There are definitely some highlights worth calling out, along with a few areas that could use improvement—particularly around the Family Concierge offering. The Positives: The hotel really shines when it comes to family-friendly amenities. The newly designed kidsdom is fantastic—an indoor playground with activities running every hour from 10am–10pm. During Easter, they had things like cupcake decorating, bunny ear making, and an egg hunt, which my 3-year-old absolutely loved. They also offer the option for parents to leave their kids there, which seemed like a great perk for those wanting some downtime. The aqua zone pool area was another standout. It was perfect for our toddler, and our older kids could safely play with her, which made it enjoyable for everyone. The staff overall was amazing—friendly, helpful, and welcoming. A special shoutout to our Family Concierge, Alejandro, who truly went above and beyond whenever we needed support. He even helped us track down my 12-year-old’s lost headphones, which we really appreciated!!! The recent remodel is also very well done. The rooms feel modern with a clean, beach-chic vibe. We also loved the coffee and ice cream shop—it was such a great touch and quickly became part of our daily routine (sometimes twice a day!). Airport transfers were included and seamless, and checkout was quick and easy. The Areas for Improvement: Food and drinks were just okay—pretty standard for an all-inclusive. Some dishes felt a bit bland, though that may come down to personal preference. The biggest area of opportunity is the Family Concierge experience. We paid extra for this upgrade expecting a more elevated, seamless stay, but in reality, it didn’t feel meaningfully different from a standard experience. • Check-in took about 2.5 hours, and there was significant confusion around our room setup despite multiple confirmations in advance. • We were told rooms were connecting when they were not, and later learned that connecting rooms may not even exist post-renovation—despite being listed in the booking system. • Interestingly, at checkout we asked again and were told that connecting rooms do exist, which further added to the inconsistency. It’s unclear whether this is a system issue or a misalignment in what is actually offered, but it definitely needs to be clarified. • Bali beds were initially described as first come, first serve, which led us to wake up early daily to secure one. Midway through our stay, this shifted to a reservation system with no prior communication, which was frustrating and inconsistent. • We were also told there would be a dedicated pool concierge, but never saw or interacted with one except On our last full day. • At one point, our room bracelets stopped working. The team was very responsive and helped provide temporary access badges, which we appreciated. While we still had to return to fully resolve the issue, the responsiveness and support from staff did not go unnoticed. Overall, the lack of clarity and consistency made it difficult to understand what the actual value of the upgrade was. Final Thoughts: We had a great time as a family and would recommend this hotel to those traveling with kids—the amenities and overall environment are really strong for that. That said, we visited during what appears to have been the hotel’s grand reopening (which we weren’t aware of at the time of booking), and it did feel like there were some operational inconsistencies still being worked through. My hope is that over the next few months, many of these gaps—particularly around communication and the Family Concierge experience—are addressed. For now, I would recommend the property for families, but suggest carefully evaluating whether the Family Concierge upgrade is worth it until there is more clarity and consistency in how those benefits are delivered.

We are wrapped up another amazing stay at Paradisus Cancún! This was our 3rd time here, always staying on The Reserve side, and they continue to deliver a consistently professional, friendly, and elevated experience every single time. The recent remodel is absolutely beautiful—the rooms feel refreshed, modern, and thoughtfully updated. We especially loved that the beds now face the water (for us, lagoon views), which made the room feel even more relaxing and intentional. What truly makes this resort special, though, is the people. Chewy (“Jesus”) from the activities team went well above and beyond. He even brought bracelet-making supplies from his own home to create custom bracelets for guests—which was such a thoughtful and unique touch. I also asked multiple people for help blowing up a float, and he was the only one who was able to make it happen. He consistently checked in with us, remembered us, and made a point to engage us in activities every day. That kind of energy and care doesn’t go unnoticed. Giovanni on the activities team was also fantastic—especially on the sunset cruise. He made it so fun, getting everyone dancing and really engaging with guests throughout the experience. Our concierge, Fernanda, was one of the best we’ve ever had. On our very first day, she helped us secure a reservation at a restaurant off property, which set the tone for the entire trip. She kept us informed on daily activities, made sure we had the exact dinner times and locations we wanted, and always followed up—remembering what we had done the day before and genuinely asking about it. At one point, we had an issue with the toilet water pressure, and she had maintenance there within an hour to fix it. Super responsive and on top of everything. We also absolutely loved the added experiences and updates around the resort. The sunset cruise included with The Reserve was such a highlight—singing, dancing, open bar (just bring cash to tip), and an overall really fun experience. The pools felt more lively this time, there’s now a fun waterpark-style area at the main pool, and it seems like there are more bars and restaurant options overall. We also noticed the beach club now has music, which we really enjoyed. And the Nespresso/espresso bar with ice cream and extended hours was perfect for after dinner. If they have the passionfruit flavor—don’t skip it! We were also thrilled that the Cave Steakhouse was included this time—fantastic meal and experience. Special shoutout to Leo for great service there as well. Every time we return, this resort finds a way to improve while still delivering the consistency we love. Already looking forward to our next stay!