TripAdvisor Traveler Rating

Amazing and huge hotel, I'm impressed of the size, I got lost finding lobby. All the people that works in here were really polite and nice 10/10. Waitress Ivan of cappella, quite helpful and great with recommendations. You should come here, you would not regret it.

This resort is beautiful. The rooms and grounds are clean and well kept. The gardens are lovely. We had a bit of a misunderstanding about our room, but everyone from the Front Desk manager to the agents were very helpful in getting our situation rectified. The swim out Master Suite we upgraded to was lovely and in a great location for us. Our son and his family traveled with us, including 3 boys ages 10, 7, and 5. The family suite they had was large, with plenty of room for all of them to spread out. The housekeeping and room service staff were efficient and wonderful. Our Concierge service representative, Adrian Bosquez, was so wonderful to all of us! From making our dining reservations, to setting up a Cenote experience, to the little gifts left in the room for the children and adults, we cannot thank him enough for making our stay easy and memorable. We tried most all of the dining options. A couple were not to our palate, but the majority were delicious. The food was great and the service was impeccable. There were lots of activities for the family. The Kids Club was a huge hit. The nightly shows were entertaining. The pools, adult and children's, were great. All the staff from the wait staff to the bartenders to the service staff at the bars were wonderful, remembering us each day. This was a wonderful family trip and I highly recommend this resort.

Food is horrendous. A “so called 5 stars hotel” where, for example, the guacamole in all of the restaurants is bagged (confirmed by employees), and the only place to get it fresh is at Cielo, a reservación-only restaurant open just for dinner. The buffet is borderline disgusting, and the only edible foods are fresh fruits and omelettes (I wonder when were these dishes made). The shakes at the beach bar are made with bottled juice and the fruits there are only decoration. Celsius by the pool has such bad food, it’s like a joke, and so on. The beach is not a good one, because due to the location it gets most of the sargazo (seaweed) and even though they clean the beach, the sea in this area is brown most of the time (verbatim from the employees) We cannot get over how bad and low quality the food is. For the cost and prestige of the Paradisus hotels, disappointed doesn’t even cut it. Walls and doors are paper thin. We can hear every single conversation and noise taking place outside of our room, including steps in the room above us. Such a shame, and truly regretting choosing this hotel. Pros: service, spa and some amenities.

Best resort ever. 5 stars all the way. Specially alfonso services at celsius bar. Alfonso always went about and beyond to serve us. Victor and Jessica by the beach, they were espectacular too. Alfonso en celsius, Victor y jJssica en la playa, Paris en los restaurantes y Miriam como nuestra concierge. Todos hicieron un excelente trabajo para hacer q nuestra estadia fuera de lo mejor.

Let me start with the pros: the staff was fantastic, our concierge Jonathan was Great! The kids club staff was amazing (Yesenia, Carlota and Yadyra) Yessenia was also our babysitter in the evening and was amazing. If this is something you were curious about, I highly recommend it. My wife and I took our daughter to dinner early or did room service, then had the babysitter show at 7, then we would get ready and go for a later dinner on the adult side and do the show or the sports bar, this was a great way to bring our daughter but still get some time together. Also from a service perspective, we ended up in the M-bar for cocktails many nights and loved Jesus Gorocica he made fantastic drinks and was a great convo. The pool and grounds were well kept, the adult side was very nice as well. The water park was a great feature and our daughter loved it. We did the master suite swim up and the room was great, very large and good amenities. The breakfast buffet was very good as well. Cons: Some of the night time meals were not as great as you might expect from a high level resort. We have done many of the nice resorts in the region and I would say the food was a little bit of a gap, although not bad enough to be a reason to avoid. Other con for me was the "sports bar" I would hardly call it a sports bar and they struggled to get the games on the TV and it was only one stream that they could do at a time. So if this is important to you make sure you plan ahead and try to get the game on or be prepared to watch from your phone. At night the place turns into a club/activity which were great, but the games are going off at that point. Interesting items: we went off season and I would say on the family side only 25% of the guest were English speaking, not necessarily a bad thing, just something I had not seen at other resorts. The combo of a adults only resort and a family is fantastic for our scenario we took advantage of both sides daily. Overall, great service from the staff and everyone went the extra mile. Really enjoyed the stay.