First of all, my experience with all inclusive resorts is nil. However I have been traveling extensively in my life and have been accustomed to very high service and food quality travels. In my experience with this resort, It was a quality resort with some improvements needed. Like all hotels, resorts and cruises, customer feedback varies in all experiences. Everyone's tolerance and level of standards are inherently different based on what they deem is very poor, poor, indifferent, good, very good, excellent. Here are my comments for this resort:
Over all comments:
Our stay: Feb 11-18, 2012
Airport to Crown Paradise:
What a zoo! Try to get your bags and get our of that airport fast! Depending on who your service provider is (Ours was sunwing), they should be all waiting outside the airport! Avoid the time share people! They are like rabid animals trying to get a piece on fresh meat. Our transportation was great. Made it to the hotel in great time. Staff was informative and helpful.
Its about 21 years old, there are two towers, tower 1 is the older tower and tower 2 is the newer tower (12 years old with renos). The hotel itself on my experience has been kept very clean and the design of the hotel allows access to areas fairly easily. Very children friendly. The food selection and location of bars are good (Not great) with some variety. Its situated about 10-20 minutes (by bus/taxi) from downtown Cancun (party/ club) area. You shouldn't have to pay more than $10 USD for a taxi to downtown Cancun from the hotel.
You do get what you pay for and my expectations was met. However, if you don't mind the noise than ask for lower floors otherwise ask for high floor rooms. There is a lot of echoing from the lobby as the design on the hotel is open. Ocean view is nice! We had views of the beach that stretched all the way to downtown Cancun. Room was decently clean. You can see the age of the rooms with all the fixes done. Otherwise, acceptable for what we paid for.
Great presentation for the most part. We enjoyed most of the food at each area! If you like Steaks and ribs, Wayne's boot is a must. If you like Italian, you will like La Pizza (Super yummy Veal chops!), For lunch or a snack, Fujiyama is great! The buffet takes care of the majority of other pleasures for your stomach. Late night snack? Lobby area grill. Burgers, steaks, fries, nachos... great for easing those stomachs filled with booze. They open till about 1:00am I think. A little blurry on time!
Kudos to Alfredo and Herbert at La Pizza. Check on us every so often and took care of us! Out of all the restaurant services provided to us, these two shined! They are they type of staff that will set the difference between good service and bad service for your hotel.
Pools/Beaches: Busy! People are literally placing their pool towels on the chairs at 7am to reserve their spot (even though there is no reserving allowed! Haha) Always activities happening. There is a nice adult pool/hot tubs with a swim up bar! Great bartenders there! much more quieter depending if a rowdy guest is there! They places are kept quiet clean! Every night they are scrubbing down the pool floors and washing them! Kudos for that!
Bars: Its open bar. Drink as you please! No further comment required. However the bar that opens the latest is the Trafalgar bar. They are open till 2:00am. Beware of the pool tables. They are uneven and are curved at certain points on the table! don't expect a perfect game! hahaha. But that doesn't matter when your drinking and playing!
A must! They are typically sitting next to the Mexican restaurant or standing by the elevators. They will provide you with almost all the information you need about your stay at Crown Paradise.
** If I was to recommend the person to talk to, it would be Oscar. He's one of the younger staff members of that team. I have to say, if I was a CEO or some sort of front of house manager, he would be the one I would have there! He was not only informative, but every time we saw him, he would check on us and make sure everything was good! He is honest and genuinely there to make sure your experience was a good one! He remembered us and
asked if we had done some of the things we asked about during our stay. I was impressed.** So look for Oscar! I hope the hotel recognizes his abilities! It will be a shame for the hotel to lose him to another company!
Below are the negative contacts we experienced at the resort. Please don't think there were a lot of issues here based on how much I have written. I am just being detailed so that Crown Paradise can properly address the items we had negative experience with.
For guests: STOP FEEDING THOSE BIRDS!!!!!!!!! If you feed them, they will crap on you! or others! They will literally chase after you when you have food on the beach! Do not leave your food unattended unless you like Bird crap on your food or bird germs! They will eat off your plate! I don't think people would appreciate a flock of birds crapping on you while you sun bath and the guy next to you thinks its fun to feed them!
Room: I am not sure what the standard levels of service per room was. But I have heard some people got a little extra attention in their rooms when money was tipped to the in room cleaning staff. We tipped and didn't get anything special. so the choice is yours! My opinion is that there should be a standard in how you provide care and attention to your guests. Tipping is a great way to show your appreciation for the extra efforts shown. Not to get extra efforts! That was unfortunate.
*** Restaurant Reservations***: THE WORST! They literally pickup at 8am. Not even at 7:59am. This was one of the worst experience in service I have ever had. So this was what happened:
I started calling at 7:50am Feb 13th. (The day before our reservation as per management and policy) - Began calling and redialing #7808 for reservations. Kept calling until 8am and reservations picked up (exactly at 8:00am). I wanted to book San Souci for 7pm. They told me they were fully booked all the way to 8:40pm! The restaurant opens at 5:00pm. So I confirmed by telling me was that within seconds of picking up and opening for reservations, 3 hours and 40 minutes of this restaurant was booked solid till 8:40pm. The reservation
person said yes! they were LIARS! I placed my reservation at 8:40pm just so I do have a spot.
I proceeded to call operations and explained this situation to a person called Petire. She said she was going to look into this and call me back in two minutes. She never called back.
I proceeded to call operations again and they said they were going to speak with the supervisor at the restaurant. They put me on hold for a few minutes. Then without speaking to the original operator, I was passed right on back to reservation desk. They told me the next available time to book was 9:40pm. I explained to them how ridicules that I couldn't get my reservation by calling at literally seconds upon opening. She explained that there were 6 lines and that now 20-30 minutes later (No kidding) spots were filling up. I asked to be transferred to the duty manager. She said she couldn't and I had to go to the front desk. LIAR!
So i called operations for the 3rd time and asked to speak with the on duty Manager. Forgot his name. I explained my efforts to make a reservation and asked him how it was possible to be fully booked within seconds of picking up reservations. He agreed with me and said he will call the manager there and get back to me in 5 minutes. So about 8 minutes later, he calls back and tells me I have a 7:00pm reserved. Having already experienced such poor service, I decided to call back to reservation to confirm this. They confirmed my reservation at
7:00pm Feb 14. (Yes, its valentines! of course I went to this much trouble). Feb 14, myself and my friends arrive at the restaurant early and asked to be seated for our 7:00pm reservation. Surprise! We were not booked for 7:00pm. They never changed it and kept our 8:40pm. Of course, I was pretty upset already after going through all that trouble and yet they still couldn't do something so simple. But luckily the host girl there was accommodating and seated us regardless. That was the saving grace for that evening, otherwise I would have gone straight to management. Also, the restaurant was was never full the whole night and it took 4.5 hours to finish 4 dishes. Yes, 1 hour per dish was served!
So the moral of the story, If it doesn't make sense, you're probably right! Don't let it go because only you will lose! My words to crown paradise on this....don't let something so petty give your resort a bad name! Please look into revising your booking policy as it is very obvious there is some sort of preferential treatment based on your rooms. Don't want to speculate on that sort of service, but it is how we felt during that whole experience.
Beach: They need to do some sort of cleaning or beach raking in the crown paradise area of the beach! There are cigarette buts and garbage lingering on the beach area! maybe even sifting through some of the larger seashells broken on the sand. Not a pleasant experience stepping on them!
Pools: The adult pool decks needs better cleaning and maybe some better traction. A gentlemen was walking slowly, slipped and went flat on the ground. He said he was ok. But luckily the floor was cushioned and spongy.
Crown Paradise club (aka its not a time share!): Unless you are interested in getting 500 pesos or joining the Crown Paradise Club (Similar to time share concept). Then don't get involved. We were interested in getting 500 pesos to hear about this "Club". Of course we do our own travel plans and don't restrict ourselves to a company dictating where we go. But for some it might work for them. We didn't appreciate the highly scripted, Sarcastic and fake speeches provided to us during our time with those people. They will try to make it feel like this is the best option out there and there is no better choice. If you don't want to stay that long and hear the person ramble and play numbers for you, just say NO thank you. What surprised us was that the the sales person tried to pin it on our front of house information guy (who's name was also Oscar), for misleading us and telling us we were only there fora tour. He even wanted us to write it down on paper. WOW! I spoke with the supervisor Mario advising our displeasure and recommended that they would have
better responses if they addressed their target audience with same age group range. I felt like I was talking a sales person and not a human being. Everything was so scripted!
Our experience with this resort was positive with some serious areas of improvement needed. I do recommend people to this resort taking into account of what I have mentioned above. I will return to this resort and hopefully all the areas of concern is no longer present by then.
Ask for Bottled water.....Higher floors.......
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.