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 512 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Beautiful resort but no hospitality at all.

    Reviewed by Erik1969(Amsterdam, The Netherlands) on Aug 18, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    We stayed here for 2 days. The checkin cost more almost 2 hours...the lady behind the desk was unfriendly and spoke almost no English. At the all inclusive resort are restaurants a la carte but you have to book them on location otherwise you have to take the buffet, which consists of mediocre food (at best). We where there while half the resort was un occupied I wonder what the waiting times are when all 800 rooms are in use, because even less than 50% occupation leads to long lines at the buffets. One morning the they were out of bread at 9.30 never refilled. By the way we were lucky that we had water in our fantastic room, (really very nice, and clean, good bed as well) but the 5! days prior to our arrival there was no water available in the rooms. Of course I complained first personally but the customer manager didn't speak English. So I sent a mail directly to the sales department with six points for improvement. I got a response that I they were very sorry and offered compensation I could stay for free. That was a cheap gesture, we checked out 2 days prior to the offer, and I was on my way to Trinidad. Would never go back, even not if it was free!

    Bad experience

    Reviewed by Raymond D() on Aug 18, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Let's start with the hotel and accommodations.Design is very modern and bright.Rooms are a very good size and beds are comfortable.A/c very quite.we stayed in room 1502 with a walk to the pool.Its a must. Next to the beach grill sorry don't know their names but they were very pleasant and the pizza their is great.Next I give the three amigos father Rafael sons Nelson and Ariel a 5 star rating .They greated and welcomed me every day and could beer and drinks kept coming until I told that it was enough.Props to you Gentlemen. No come the negative part. Service anywhere else almost non existent. Reception took forever to check us in.Room wasn't ready till 5 PM.we got to the resort at 1.pm on Aug 11. Next is the a la cart restaurants. I will give all of them 2 stars for service and food quality.Feugo,Passion,Vento and Olio. At Olio my wife ordered the fried fish.My wife is food lover but you r served fish sticks as fried fish it's very disappointing. Servers at the restaurants and the buffet need and require adequate training and English lessons will not hurt. Entertainment Group was ok they did show some professionalism but lacked activities by the main pool.The pool is very quite and not enough shaded area. This hotel opened on Dec 2018.I walked in every corner of this hotel and saw some broken things that could be easily repaired in a day or so.Toilet seat broken in public washrooms.water running continously in the mens bathroom by the main pool.tiles coming of the ceramic beds in the pool. Hand rail to my walk out pool was never secured. Reported and asked customer service to repair it and the drain on my patio over a period of 3 day. No one ever came to repair them. If this is suppose to be a 5 star hotel why are they not looking at these minor before they become bigger issues.Within a year or two this hotel will fall apart. What a shame. Power outage one day for 3 to 4 hours.Water in the facility shuts of abruptly on a couple of days. No bread one day. No cups another. For a 5 star hotel I very disappointed and Dont quite understand why sunwing would sell as such. I do not recommend staying here . My overall review is a 5 star for the building and a 2 star for service and food quality I believe I said more than enough.

    Wonderful place!

    Reviewed by PaulaAlmeida(Porto, Portugal) on Aug 16, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This hotel indeed made my trip to Cuba unvaluable. Spoless place, good-taste in the gardens, room decoration and services like restaurants, grill, bars, disco. Very professional entertainment team always with a smile and devoted to make the time spent there to be the best they could deliver. Definetly a great choice!

    Worst check-in I had in my life

    Reviewed by Gideon Z(New York City, New York) on Aug 14, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    We arrived to this hotel and almost 2 hours and still have not finished check-in!! And we are with 4 kids after a 3 hour drive to reach the hotel. First, there is one person in reception that takes care of all hotel issues - internet, pool towels, general questions and rooms... We waited over 30 min to our turn. During this time the barman made faces when I asked for a drink (this is an all inclusive hotel) and disappeared from bar after my request. Only when another employee asked him to serve us he made the cafe. Our room was not as explained to us and we had to return to reception and wait about 60 min until our turn came again.... Worst check-in of my life!!!

    My appreciation and thank you to the following staff at Paradisus Los Cayos

    Reviewed by Sina66(Toronto, Ontario) on Aug 14, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Just spent a week in Paradisus Los Cayos in Santa Maria with my family. The resort is experiencing issues due to expansion however the beach is beautiful as well as the following people. I wanted to leave a big “Thank you!” to the following people who went above and beyond to make up for the shortages that the resort is experiencing which is a 100% attributed to the resort management. Jorge Viamonte at the family swim up bar – Jorge is a true gentleman and a professional. A true asset to the resort. The resort should promote Jorge to train new staff because of his experienced professionalism. Thank you for your hospitality Jorge!!! Gracias! The amazing, hardworking, and super nice and attentive ladies and Chefs who work at the Kid’s Club!! (Juniet, Rosie, and the other great ladies) What a team!!!! My daughter loved spending time with you guys and your hospitality. I believe the Kid’s club is the only part of the resort that should get a five-star rating. The staff who were responsible for the boats at the beach – great service!! All staff at the Fuego restaurant!! Great hospitality and amazing service! Andy, Betty, and Eliany at customer service really tried to help us with the issues we were facing although their hands were tight by the management in how much they can help their guests.

    Individual ratings:

    Location

    Location-4

    Rooms

    Rooms-2

    Service

    Service-3

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