Paradisus Los Cayos

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 1073 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Good but not great

    Reviewed by cubaonmymind() on Jul 20, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We went to this fairly new resort with high expectations and hoping for a fully relaxing time with friends, and although it was for the most part, there were definitely improvements needed in some areas. First of all, I need to say that the vast majority of the staff are wonderful - always smiling, happy to chat and do what they can to make your vacation the best possible. Special note to the beach staff...amazing people with great senses of humour - lots of fun. The dance and entertainment along with the musicians also top notch - highly skilled and very friendly. Overall, the resort is quite modern. The nightly entertainment is in an open area in front of the bar - not in a typical theatre setting so seating was minimal. There is a disco upstairs with additional lounging areas. There is a nice play area for kids. The rooms are walk-ups with many rooms to each complex. There are some elevators and if you have issues, you may wish to request a room close to the elevator or main floor. The rooms have large glass showers, tubs in the main part of the room, funky lighting, and are very nice. The main pool is quite small for the size of the resort and yes, there are several small narrow pools in front of some of the rooms, but these are more for those who have rooms in front. The main pool is small and we had a hard time finding seats at a time when the resort appeared to be less than half full. The rooms were nice and modern but again, we had a difficult time trying to get three rooms close together even though the rooms were available. They had us waiting on a room that was undergoing construction and we would have waiting a month for it to be ready. I'm not sure what that was about. Eventually, with at least half a day wasted, we got rooms fairly close and, those rooms were available all along. This frustration could have been easily avoided. I really like people who take a 'let me see what I CAN do...rather than...tell me what they CANNOT do'. That's the hospitality business, right? Especially if it's an easy fix. The item that REALLY needed attention was the a la carte restaurants. We tried 3 x and honestly wanted it to be a good experience. The serving staff were VERY apologetic and tried their very best but for some reason, the communication or staff in the kitchen was just not with it. Wrong orders would come out (each time!) - food that was uncooked would come out - cold soup - it went on and on. On our last chance attempt, we sat for nearly 2 hours and finally, our very embarrassed serving staff asked us if they could bring us desert before the main course? We were embarrassed for them since they really tried. We finally left with no dinner (or desert) and still left our staff a good tip because it really was not their fault. It's like they had no one in the kitchen? The restaurants were not even half full...lots of time..no rush....and yet.... REALLY needs attention!! Apparently, the wait staff must have told management who contacted us in our rooms the next day to offer for us dinner at their 'executive' wing of the resort but, we passed and just decided to go back to the buffet. The buffet consisted of two rooms but there was plenty of choices - some very good offerings and great staff in the dining rooms and in the buffet. No complaints. Yes, there was some repetition, but unless you insisted on eating...4 kinds of fish, several chicken choices, beef, pork, rabbit one day, pasta, 2 soups, and many other dishes EVERY time there, you could easily find choices with little to no repetition over a week. It was fine and some, outstanding. Lots of deserts, ice cream, great breakfasts made to order, lots to eat. Beach is nicely looked after and we had no issues finding a chaise area but the resort was not full. There was lots of area to stroll down the beaches if that's what you enjoy. Decent snorkelling was right off the beach along a rock outcrop. Nice sunsets too. We did not use the spa but it looked nice with its own large pool. The shopping village (one of two in the area) was a short walk away - most stores were not open due to the resort not being full but interesting none-the less. Worth the short stroll. I was asked on our way home if I would return and, although we had fun, I have been to several other resorts not only in Cayo Santa Maria but throughout Cuba and there were other places I would rather go back to. When you only have one week, needless incidents with rooms, restaurants etc. just take too much time away and unless I saw that these things we addressed in future reviews, I would simply choose elsewhere. Good - not great but with lots of potential. Hopefully, with very little effort, it can be great.

    Individual ratings:

    Service

    Service-4

    Value

    Value-4

    Paradise

    Reviewed by jolachka(Stockholm, Sweden) on Jun 05, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I have stayed in Paradisus Los Cayos for the first time and it left a very nice experience to remember. Staff was highly proactive, always going out of their ways to pamper our wishes, food was delicious, activities enjoyed and overall we are planning to go back with other friends of ours whenever next holidays will take place. Thank you to all the staff for wonderful holidays.

    Our Happiest anniversary

    Reviewed by travelingmomie(Brazil) on Jun 05, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We went to spend our anniversary in January. From our heart I can say that the service from all the staff members was outstanding, food incredible both buffet and a la cart, high quality products. Loved the bands, we had lovely time on the dancefloor, all and many more other things to be made a perfect holiday for our special occasion.

    Amazing resort! Still Needs Some Work Though!

    Reviewed by ijodie84() on Jun 03, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This resort is absolutely beautiful! We went February 29th to March 7th before the world shut down and I'm very grateful we chose this place as it's newer. Very spacious and modern! The rooms were clean and new! My partner and I arrived at the resort and were upgraded to swim up near the main pool - it was loud during the day but we didn't mind because we were at the beach of on excursions. The resort was at less than half the capacity which is why we were upgraded. The grounds were beautiful, the beaches are beautiful and there was always someone at the beach to set up a chair and umbrella! We made friends with Walter (aka Pitbull) and Madelin in the Entertainment department and they took amazing care of us our entire trip. Walter took us around the resort and on a beautiful nature walk and checked on us regularly to make sure we were enjoying our stay! Rafael at the beach front bar made amazing mojitos and was very attentive the entire time! He always remembered us each day and Madelin even spoke to the chef (I forget his name but he was awesome!) and hooked us up with a special lunch. Some of the things the resort could improve on - and maybe it was just the circumstances given that they were at half capacity, but some of the bars and stores were closed on the resort. We asked and were told there were only 250 people at the resort and it can hold up to 1000? The food was okay... I know that Cuba isn't known for it's food but the a la carte restaurants do try. The buffet was okay, but again bland. I think my biggest issue was the awful coffee, and they had some beautiful espresso machines in the buffet area that was never used. The best coffee we could get was at the front desk area bar. They made amazing latte's etc. The pool bar needs a lot of help, it's supposedly 24 hour service but the service was lack luster every time we attempted to go there. It's a shame because it's a beautiful restaurant area and convenient if you're at the pool. We found ourselves walking to the beach to go get food at the beach snack bar. All in all I am hoping to come back and see our wonderful new friends again! Best tan of my life.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Service

    Service-5

    Has so much potential but not there yet

    Reviewed by imad_kaddouh(Ottawa, Canada) on Apr 17, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We spent a week here between March 12-20. Grounds: absolutely beautiful, hands down the most modern and nicest place we have visited in Cuba. Room: we upgraded to a swim up room but regardless the rooms are beautiful, spacious and clean. There is a fridge in the room which is stocked daily and a safe. Food: this is where they loose a lot of marks, yes yes I know it’s Cuba but for a paradisus hotel it’s not where it should be, as an example there is no ketchup at the resort. The buffet selection was the same for 7 days. Staff: another area where it needs to work, the staff overall seemed absolutely miserable and I am not sure why! This is new to us as we travel to Cuba twice a year, also I would estimate that 90% of them do not speak English or French including the front desk which at times can be a hassle. Pools: pools are beautiful but unfortunately are not cleaned daily but aide from that no complaints. Beach: small but typical beautiful beach, it’s ri die for. As mentioned in the subject line there is little work that needs to be done here and it can easily gain its advertised 5 star rate, would I go back, yes I would as I believe in second chances :)