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“Must Stay in Royal Service” 5 of 5 stars
Review of Paradisus Cancun

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Paradisus Cancun
4.0 of 5 Resort   |   Boulevard Kukulcan Km 16.5, Cancun 77500, Mexico   |  
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Ranked #11 of 172 hotels in Cancun
Victoria, BC
Senior Contributor
47 reviews 47 reviews
27 hotel reviews
Reviews in 31 cities Reviews in 31 cities
90 helpful votes 90 helpful votes
“Must Stay in Royal Service”
5 of 5 stars Reviewed April 27, 2013

I have travelled to 10 different all-inclusive hotels and stayed in luxury hotels (including several of the 5 stars in Vegas) all over the world and this is in the two nicest I have stayed in to date (Villa La Estancia - Puerta Vallarta). I would like to preface my comments by stating that my judgement is bias based on the fact that I came to this hotel with a very particular set of criteria, almost all of which were met. These criteria may not be the same travel motivations for all travellers, so you need to take what I say in context. Here's what my wife and I were looking for:

1) Large Luxury room with view of ocean
2) Small hotel with less than 200 rooms
3) Excellent food with unlimited room service at any hour
4) Proper high end drinks (very particular here after being burned by "top shelf" drink billings at other all-inclusives)
5) Access to a swimmable beach
6) No hassles from time share people
7) Quiet with very few teenagers
8) Hot Tub to watch the sunset from (either on property in room)

Here's how this place did on our visit from March 22-29 in room 5518:

1) The room was above average in size with a well equipped deck and a stunning view of the Ocean (I would recommend this over the lagoon view - worth the extra 20 a day) The finishings were high end with comfortable furniture, pillow menu, and the most comfortable bed we've had at an all-inclusive. The bathroom was done in marble and the rain water shower worked well.

2) While the Paradisus Hotel is not small at all, the Royal Service part of the hotel is like a small 100 room adults-only hotel to itself with a separate check-in, bar, pool area and entrances with only Royal Service key card access. The pool area, in particular, was nice to have no children at and was quiet with the butlers providing cabana bed service all day.

3) The food component is quickly becoming the number one thing we look for and was one of the reasons we chose this hotel. With the selection of 7 different al a carte choices and a buffet we had done our research on these places before we came. Tempo by Martin Berenstegui (a seven starred Michelen chef) was far and away the highlight as we expected and one of the top 5 meals we have had anywhere! An 8 course tasting menu with wine pairings is free for Royal Service Guests who stay at least one week. (Wine is separate). The meal was so good we went again and paid the 45$ per head plus the 45$ per head wine pairing. In our books a 200$ meal like this was well worth it for a special occasion - it was just that good. The other choices were not quite this elegant, but certainly the service was exceptional. Bana - the Asian themed restaurant was the next best and we had some excellent dishes (we also went back here for a second time). Hint: While it can be tough to get a reservation at Bana - you can show up a bit later, say 8:00, and ask for a walk up seat. Have a seat at the bar and have a drink while you wait and they can usually get you in. Have lunch in the window seats at Blue Agave as it is a great view and some tasty Mexican choices. The Market Grill was OK, but you must be a meat lover. Vento was in a nice setting and the food was probably the third best choice. Fuego and Naos the buffet are a bit more on the casual side. We also really enjoyed just having a burger for lunch at our cabana on many days (the quality of simple things like a cheeseburger can tell you a lot about the food of an all-inclusive and these were great.)

4) The drinks were a bit of a mixed bag. In some ways the self-serve bar in the Royal Service Lounge was above and beyond and had some great choices - Grey Goose Vodka, Captain Morgan Reserve Rum, Don Julio Anejo,. Reposado and Blanco Tequila, Johnny Walker Black. I was a bit disappointed that they did not have single malt scotch or Courvousier Cognac, but such is the nature of my pickininess in this area. They did have a nice selection of red wine from around the world eg. Australian Shiraz, Argentinian Malbec, Calfornian Merlot. They also had some international brands of beer, which was a first for an all-inclusive eg. Heineken both at the self serve and the in mini-bar. The mini-bar is equipped with 5 beer which is refilled every day. The quality of drinks drops off at the rest of the resort outside of the Royal Service area, so be aware if this is important to you.

5) The beach here is exceptional as is the swimming. I preferred this beach to the Pacific side as the sand does not get hot, but is white, soft and beautiful. The waves were not too out of control, but enough to have fun in. There are not horses or peddlers which is also an added bonus.

6) Did not have to deal with this once the entire trip. Loved it!

7) The Royal Service side of the hotel is very peaceful and they are quick to escort children or teenagers who wander into the Royal Service pool from the beach back to the other side of the resort. The restaurants are mixed, but if you go to the higher end places and later in the evening you can usually have a very peaceful/romantic dinner.

8) This would be the only recommendation that I would give to the hotel. While they have a wonderful layout of the pools and have the hot tub areas (with views of the beach and water) built, they have not filled these with hot water. No one really knew the reason why - some speculated that it might have had something to do with health concerns or something, but boy would opening those up to guests in the Royal Service with poolside service in them make a difference. Especially in the evenings as things cooled off a bit it would have a been a very popular spot!

Overall, we really enjoyed the service. We were given a cell phone to contact butlers whenever we needed them, but the service was so prompt everywhere that we only used the cell phone once. I loved the pre-meal drinks in the Royal Service Lounge and having a self serve feature really is a cool idea. We also enjoyed the complimentary hydrotherapy in the YHI spa - defiantly try it at night one time for the lighting experience. As the hotel just finished renovations - there were still minor things going on - I hope that it doesn't get out of our price range, but wouldn't be surprised if it did as they got a good thing going.

  • Stayed March 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Castle Rock, CO
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
14 helpful votes 14 helpful votes
4 of 5 stars Reviewed April 25, 2013

The Gran Melia has been converted to a Paradisus. A few things have changed but it's basically the same facility. We stayed in a "studio" with a kitchenette allowing for prep of a little breakfast or snack if desired. Although the room could use a little sprucing up it was clean and well maintained. The bathroom area was in need of updating. Grout was chipped away and when replacing the original tub a large amount of caulk was used to seal the space difference.

Check in was efficient. We were in the room in mere minutes with luggage appearing shortly thereafter.

There has been a huge turnover of staff. Very few remained from the staff we met just a year ago. However, with minor exceptions explained below everyone from guest services was friendly, very willing to assist when needed, and very polite.

We do not choose the all inclusive for we prefer to experience the local eateries. Just across the street within walking distance are Savio's, The Crab House, and Harry's. They all offer views of the bay at sunset as well as good dining and reasonable pricing. We also take the bus to the Plaza la Isla for a few adult beverages and live music late in the afternoon.

We did eat at the buffet. There did seem to be less of a selection, especially of fresh fruit, but in general it was ok.

To finish the comment above we also ate at the Market Grille our first night. We didn't have a reservation but it was early and only three other couples were seated. The hostess wasn't appreciative of that but we were seated. The waiter was friendly but had a little trouble with English and explaining the process. Once it was determined the service was similar to an Argentine steak house everything including the food was fine. It just took time to get there.
The other less than stellar dining experience was at Bana. Reservations were made and we arrived on time. While we and about a dozen others waited to be seated a staff meeting was being held within our view. We waited about 10 minutes for its completion. There were no apologies or recognition of the delay.

With the relatively minor exceptions the time at the Paradisus was great. We plan to return next Spring for another week of relaxation and forgetting about the grind back home.

Room Tip: The bay side rooms will have great views of sunsets but nothing compares to the sounds etc of the oc...
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  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Experience at Paradisus Cancun, responded to this review, April 26, 2013
Dear Guest,

As a Club Melia member, it is very important for us to know about your experience in our Hotel Paradisus Cancún Resort.

We think our staff is pretty great too and appreciate you taking the time to say so as well.

We assure you that all your observations will be taken into consideration and forwarded to the respective heads of the departments involved. Our guest’s reviews are very important to us because they give us the opportunity to know better about the aspects we need to work on in order to give the best service, the kind of service our guests deserve.

The entire team at Paradisus Cancún Resort is looking forward to welcome you next Year, to continue providing the best Experience.

Yours sincerely
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Spruce Grove
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
17 helpful votes 17 helpful votes
1 of 5 stars Reviewed April 24, 2013

If you are contemplating this resort, let me save you the trouble! They are not a 5 star, very misleading, a lot of smoke and mirrors. We arrived and waited at least 30-45 mins to check-in. Not one welcome drink or cool towel. The rooms are never what you seem to reserve, they always down grade you once they have your money, no refunds or compensation offered. Buffett is very repetitive and limited, finding hair in our food more than once. Restaurants are never full, but they seemed to have a problem seating you if no reservation. The lounges were odd, and not enough seating. The avenue bar is where they held the evening shows, get their early so you dont have to lay in a cabana bed. Cleaning\service staff always seemed to be in our rooms but it didnt show by the lack of cleanliness and lack of water in rooms, and yes, we were tipping! Room keys constantly not working, many daily trips to the lobby. Main pool is very noisy with the "party" tunes all day. Serving staff was always friendly and attentive, with the exception of administration. Not very helpful or into resolving issues. This was our 3rd time to Mexico, and probably our last. Definitley not a good value for the price.

Room Tip: Higher floors and ocean view
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  • Stayed April 2013, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this review, April 25, 2013
Dear Guest;

Thank you for sharing your feedback about your stay at Paradisus Cancún Resort .

We are very sorry that you were unhappy with your overall experience, which we can imagine would be quite frustrating. Our staff always tries their best to meet and surpass our client s' expectations, for that reason all our guests during their stay received an immediate assistance and follow up. It is important to mention that we have our Guest Service team and a Reception supervisor always focused on guest satisfaction and delivering any needed assistance.

We were sorry to read that you were dissatisfied with some aspects of your stay; however should you choose to return to the area in future, I do hope you will give our hotel another chance to make the positive impression that our many guests walk away with.

Sincerely
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Boston, Massachusetts
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed April 24, 2013

This was our third visit to this exceptional property now known as the Paradisus Resort, formerly the Gran Melia. The central atrium/lobby is picturesque with hanging vines from all floors and tropical trees and plants on the ground floor surrounding the Bana Asian restaurant and sushi bar. We stayed in Royal Service which includes a more personal concierge service located in Building 5, a continental breakfast, snacks and drinks, etc. We had an ocean view junior suite at first, but later upgraded to our former favorite one-bedroom suite with a beautiful bath and spectacular views. "Our" room was identified and located with the help of Aidee and Hector at the Royal Service concierge desk; both were exceptionally helpful in providing first-class assistance and service every day. Aidee and Hector went above and beyond and are valuable assets to the resort.

We were part of the All-Inclusive package, and dined in the outside area of Naos every morning overlooking the pool and the Caribbean...delicious buffet and great service. We ate at Mole, which was very good, but our favorites were Fuego and Bana where we dined twice. Fuego offered Latin flavor and two exceptional waiters and their assistants. Eduardo was very personable providing good recommendations and agreed to mix/match entrees so that we could try more than one entree. Our waiter at Bana, Antonio, was also personable explaining the different Asian dishes, serving us several entrees and continually filling our wine glass. We also tried the highly touted Tempo, elegant in appearance, but portions were very small providing only a teasing taste. Our waiter Ignacio was extremely attentive with a great personality. We preferred the Tempo we dined in a year ago vs. the elegant but skimpy new style. A glass of wine was $16.00 and a bottle of water was $10. Ouch.

The Avenue Bar in the rear of the lobby area was fantastic with nightly dance performances and comfortable lounges. Entertainment was outstanding.

We loved the more private pool area reserved for Royal Service guests providing no extra cost for a cabana. Sergio, the pool guy, reserved a cabana for us every day; constantly checking with us to see if we needed anything, and had a great smile! He is a top-notch worker for the property.

Overall our experience with all-inclusive Royal Service is without question over the top on our list relating to hotels that provide not only a beautiful property, but exceptional staff. Thank you Aidee, Hector, Sergio, and all our waiters and their assistants. We will be back

Room Tip: Royal Service rooms recommended.
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  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this review, April 25, 2013
Dear Guest,

Thank you very much for your kind review; the satisfaction of our Guests helps to understand us the way we are operating. The staff expecially our Royal Service and F&B Team said thank you for the lovely words.

Once again, we thank you for staying with us. We look forward to hosting you again in the near future.

Thanks & Regards,
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NJ
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed April 22, 2013

We stayed as guests of Melia vacation club. We traveled with another family. They had one regular room and we had a one bedroom suite which was a room with two double beds connected to another room with a kitchenette, bathroom and living area. Both rooms were large, clean and had fabulous balconies facing the ocean. We were in Tower 2 ... Close to all and quiet at night!
We chose the all-inclusive package. Food was very good for all-inclusive. Many restaurants and a buffet nightly. Some restaurants are adult only so we didn't get to eat there. Breakfast buffet had many choices and the waiters will bring you what you don't see! Kids were always happy as were the adults. We stayed in tower 2. The hotel was clean and staff always pleasant and helpful. Jonathan from entertainment was fabulous at getting my kids involved and helping them find sports or activities to do during the day.

Room Tip: Tower 2 was close to all and quiet at night.
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  • Stayed April 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Departament at Paradisus Cancun, responded to this review, April 25, 2013
Dear Guest,

Thank you very much for taking your time and to share your opinion about your stay in our Paradisus Cancún Resort.

It is good to know that you have spent a good time in our hotel and also your enjoy Club Melia and the hotel service, Our guests come various times per year and we endeavor to offer the best in hospitality to them.

Thank you again for your comments and we hope to receive you soon!!

Best regards,
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sandyston, nj
1 review
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed April 21, 2013

Let me start by saying this was our 3rd Paradisus Resort. We book the Royal Service always. In the past the luxury and amenities were always amazing. But for this resort;1st the price went down the day before trip, they wouldn't honor it because it was within the 48 hour change window. 2nd we arrived @ Royal Service check in and were supposed to get upgrade, we didn't. There was much confusion at Royal Service check in (huge language barrier). Our room needed to be fumigated. Our travelling companion's room - phone wouldn't ring for incoming calls, tv didn't have all channels, clock radio was on the wrong time and we couldn't correct it. We stopped at Royal Service to ask for the items to be fixed, clock was fixed right away, tv was fixed the night before we left, & the phone was never fixed. Our butler (which we paid extra for) was no where to be found after he dropped us and our bags off at check in - we called him on the cell phone provided several times and he never returned our phone calls. We had to make our own dinner reservations with desk. When we checked out price was in pesos not us dollars, so when we arrived home and checked our credit card the price was more than on our confirmation. We called and were told it was because of exchange rate at time of departure and they wouldn't adjust it. Strange how they wouldn't honor a price reduction the night before but had no problem charging us more once our stay was complete. We had to dispute the increase with our credit card company. We played tennis - court was in serious need of repair and rackets were old and they only had 2 balls. Positives - food was amazing, royal service pool was lovely and pool staff was great, private royal service beach and bali beds were also great.

  • Stayed March 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this review, April 25, 2013
Dear Guest,

Thank you for choosing Paradisus Cancún Resort as your host during your recent visit. We are humbled to have received your insightful comments, for there really is no greater way to better our services than by receiving truly vital feedback from a valued guest.

Our intention was provided you the best Paradisus Experience, but unfortunately was not possible, let me assure you that the situation you mentioned is not common; we regret for the inconvenience that we caused during your trip.

All your notes have been shared with the departments involved; definitely we will be working on it, order to do not repeat this experience with other guests.

I assure you that if you give us other opportunity, we will exceed your expectations and we will show you the Pure Freedom stay. Please be confidence that we will change your first impression.

Kind Regards,
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N. California
Top Contributor
102 reviews 102 reviews
37 hotel reviews
Reviews in 42 cities Reviews in 42 cities
121 helpful votes 121 helpful votes
3 of 5 stars Reviewed April 20, 2013 via mobile

Common areas including beach, bars, restaurants and conference facilities were nice. Bartenders, restaurant and concierge staff were friendly and efficient. Checkin staff in Royal Service office seemed poorly trained (eg lots of confusion regarding my credit card at checkout). My room was large, but had strong musty odor which took getting used to. Also ants were in room. I was glad I was here by myself for business because I would not have wanted to have my family put up with room. Bed was very saggy. Food was ok. 3 or maybe 3.5 star property at best. If you like the whole all-inclusive scene this may not be a bad choice, but if quality vs quantity is your priority and willing to spend more I would probably check out the JW next door.

Stayed April 2013, traveled on business
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this review, April 21, 2013
Dear Guest,

At the very outset, we would like to thank you for staying with us and sharing your feedback. It was indeed our pleasure to have you as our guest and to receive your endorsement of our staff and property.

Paradisus is a Premium Brand from Meliá Hotels International that strives to provide its patrons with the best guest experience. However, we are very concerned to learn about the other side of your experience at Royal Service. This is certainly not the level of service we aim to provide to our guests. Please be rest assured as your comments about the room conditions have been documented and will be forwarded to the appropriate department for necessary actions.

The entire team at Paradisus Cancún Resort hope that you will give us another chance to exceed your expectations on a future visit.

Kind Regards

Best Regards,
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Additional Information about Paradisus Cancun

Address: Boulevard Kukulcan Km 16.5, Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#10 Luxury Hotel in Cancun
#11 Business Hotel in Cancun
#11 Top resorts Hotel in Cancun
#11 On the Beach Hotel in Cancun
#19 Family Hotel in Cancun
#19 Romantic Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Paradisus Cancun 4*
Official Description (provided by the hotel):
Timeless Luxury with an Avant-Garde Flair Evocative of an ancient Mayan civilization; lavish architecture that rises into the sky and slips back into the sandy Cancun shore. Gran Meliá Cancun Resort is a 5-star, AAA 4-diamond beachfront resort, voluminous as it is elegant, decadent as it is distinguished. Gran Meliá Cancun's five majestic pyramids decorate this timelessly-tropical scene, revealing a backdrop of the Caribbean Sea. Four spectacular pools, luxurious guestrooms, dining and the hotel's renowned YHI Spa, one of the most prestigious in the world, are only a taste of a bold collection of services and amenities offered at this sleek, seductive and luxurious Cancun resort paradise. Positioned, carefully, in Cancun's Hotel Zone, Gran Meliá Cancun luxury hotel is within 5 minutes from the city's premier shopping centers, 15 minutes from the International Airport, and immediate proximity to the downtown and many exciting entertainment venues. A 9-hole, par 3 executive golf course, three lavish pools, and the signature YHI Spa offer the discerning guest a definitive means to leisure. Experience a hotel that radiates the beauty of the Yucatán Peninsula, and the privilege and compassion of Gran Meliá, premiere Cancun resorts. ... more   less 
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Also Known As:
Gran Melia Cancun Hotel Cancun
Cancun Gran Melia
Grand Melia Cancun
Melia Cancun

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