Paradisus Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 12810 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Disappointing Resort Stay

    Reviewed by Candace S(Houston) on Oct 21, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Hope this review saves someone from having a less than amazing vacation while staying at the Paradisus Cancun. I am not a person to usually be bother or complain on much but the hospitality at this resort warranted a complaint. The check in process was not efficient and our room accommodation were not what we booked. When asking to be moved into a room in which our booking was made, we were given excuses on how they were expecting a big group and couldn’t accommodated a move to another room on which we booked originally. After a hour of getting sorted out we (group of 5) were able to head to the pool to start our vacation only to find out we needed a towel card to check out a towel that was to be given to us at check in that we did not receive. Food was average, drinks were horrible, no music at the pool or beach and the lounges were not lively in the evenings. Entertainment was scheduled between the hours of 7pm and 8pm which are typical dinner hours for most, and we were not able to make the entertainment. After returning to our room to get ready for bed my roommate and I both noticed sand in our sheets. Housekeeping did not change the sheets from the previous guest that occupied our room, unacceptable. As it was midnight at the time, we called to complain to a manager we decided to sleep on towels for the night and to have our room cleaned first thing in the morning. The next day we returned to our room after a full beach day at 3pm to find our room had not been cleaned at all. Again, we complained to the manager and she sent for the room to be cleaned. There was a huge disconnect because as we complained it seems like staff was not following up on the request. Even after expressing our frustrations and how the lack of hospitality was putting a damper on what should have been a relaxing birthday vacation, staff did nothing more to go above and beyond to make sure the rest of our short stay was anything less than amazing. Paradisus Cancun really dropped the ball on this vacation and it effected our vacation in a negative way. Also, please know there is only a/c in a couple of restaurants and in the guest rooms. Be prepared to sweat while walking through the halls or hanging in the atrium and lounges. It was much cooler outside of the building than in. The only good things I can complement on this property is that the décor was beautiful, everything at the restaurant Mole was delicious even the drinks, staff was friendly, and the Yhi Spa was amazing. I travel often and had the pleasure of staying at the Melia Paradisus in Punta Cana, Dominican Republic a few years back and had such a wonderful time. I was completely disappointed with my stay at the Cancun resort. Overall, I would not recommend this property to anyone. There are so many other resorts to choose from, save yourself the disappointment. Melia, you lost me as a customer for any future travels. Work on your hospitality. C.S. Travel Dates 10/12/19-10/15/19

    Individual ratings:

    Rooms

    Rooms-2

    Service

    Service-2

    Value

    Value-2

    Family of 30 ppl

    Reviewed by Manish G() on Oct 19, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Just recently we visited paradisus cancun resort... Gloria and rodolfo in Family concierge were great.... they helped us with booking Bali beds and dinner reservations as well as accommodating our kids needs.... they make the family concierge experience...the hotel was overall great , good location , we were a family of almost 30 ppl and service was great... the cons were that there should be more air conditioned restaurants, maybe even more restaurants as one of them were closed for renovations....overall my family enjoyed our stay... our favourite restaurants were market grill and mole ....

    High hopes crushed

    Reviewed by mrs_sh_2009(Aurora, Colorado) on Oct 18, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Still trying to understand how this place gets so many awards and great reviews. Yes, there are some good things, but they don’t outweigh the bad. Good - overall service was great, Martin and Enzo was fabulous, Lapalapa food was very good, and the beach is one of the best! However, overall the food was not good at most locations, beds were horrible to sleep on, bugs in the room, so incredibly hot in the indoor common areas that we couldn’t bear dinner at Ibana or drinks at interior bars. One evening at Market Place our food never arrived after one hour, we had to leave (kids were hungry) and went to buffet. Food at Mole was awful, beware of cricket salad they don’t warn you about or clearly state on menu. We’ve been to several resorts between Cancun and playa and by far this ranks at the bottom. Sorry Paradisus, we had such high hopes!

    Compare to Melia Paradisus Punta Cana; Outstanding Family Concierge

    Reviewed by Ana C() on Oct 18, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This was our second trip to a Paradisus Melia resort. Our first one was a fabulous 5 star vacation to Punta Cana two years ago that my 3 children now ages ages 7 through 11 still talk about with a strong desire to return so we had high expectations. Our first two days were a huge disappointment. Although we had family concierge service, our assigned butlers had the day off. We were checked in by an inexperienced staff member who dropped the ball. We arrived around 7 pm, tired and hungry. No one showed us where to eat and the sofa bed was not made up upon our arrival. My husband stayed in the room and ordered room service while my eldest daughter and I wandered desolate halls looking for food. We had a long hike to a very ordinary buffet. Substandard when compared to the fabulous buffets in Punta Cana. We later learned that there was a restaurant in our building that did not require reservations where we could have eaten if only someone had told us. We had also booked a room for five people, but the room only accommodated 4. We had a king sized bed and had my son sleep in it with the adults. The girls didn’t want to share a sofa bed, so my youngest daughter pulled together two armchairs and used towels as blankets to sleep there. We had only 5 pillows for 5 people even though we usually use more. The second night, housekeeping made up the armchairs with sheets and blankets for my daughter and provided us with more pillo. On the third night, after I complained to our butler about the lack of sleeping accommodations, we learned that the hotel provided rollaway beds at no charge. I am still puzzled as to why no one thought of providing sufficient beds for a family of five even after they saw that a child was sleeping in arm chairs. On our first full day, we spent the day off of the resort and returned in time for a dip in the pool before dinner. We couldn’t figure out how to get towels and by the time we got out of the pool it was very chilly. When we tried to get towels by the pool, we learned that we needed to exchange cards provided at check in for towels. We had not been provided the cards or given that information at check in. After some pleading and shivering children, the towel lady agreed to give us 2 towels for 4 people and said she could not give us more without the cards, so we shared. The next day, we connected with our butlers, Gloria and Rodolfo and they managed to turn our experience around and salvage our vacation. We obtained a very comfortable rollaway bed with a real mattress for my daughter and pool towel cards. We were able to obtain reservations at all of the restaurants, although they could only get us reservations at La Palapa, by far the best restaurant at the resort, at 8:30 pm and only days in advance. The kids loved Rodolfo. He was very attentive to our needs and Gloria went above and beyond our expectations. When we asked her if she could find someone to run 8 minute miles with our 8 year-old son, a nationally competitive cross-country runner who is afraid of the treadmill, she found Rodrigo, the head of entertainment, a very nice young man, who patiently tried to convince my very reluctant son to run through a golf course, around tennis courts and on the beach, at no charge. Our butlers sent complimentary bottles of wine and champagne, cheese and cold cut platters and chocolate covered fruit and marshmallows to our room, provided the children with lovely Mexican toys, bathtub full of bubbles and balloon figures and bedtime milk and cookies. They also helped us reserve ocean view Bali beds and spa services. The resort even has a kids spa that we stumbled upon where we treated our girls to pedi, mani and facial spa packages. We also were lucky to find Luis, a fabulous waiter, who helped us get a table every night at La Palapa, as soon as it opened at 6:30 pm, so that my children could stay awake and enjoy the dinner. We also had excellent waiters at Bana and Mole restaurant although I was not a big fan of the food, and excellent room service by Alexis. Overall, I would give our individual butlers and other service providers and the chef at La Palapa a 5 star rating, but the resort as a whole a 4 star rating due to our rough start and not so great food at most of the restaurants. I certainly would never want to go without family concierge or royal service and given a choice, would rather go to the Melia Paradisus in Punta Cana.

    Holiday

    Reviewed by Mygoodkids(Melbourne, Australia) on Oct 17, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Went to Toyi bar and had the best bartender ever his name was Giovani he did tricks he got what we wanted before even asked he suggested new drinks he was way better than Tom Cruise in Cocktail He went out of his way to get seats for us and he explained all the drinks he was making for us