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Paradisus Cancun
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Reviews (10,632)
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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
  • Stayed: April 2013, traveled with family
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14  Thank shellied_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this reviewResponded 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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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.
  • Stayed: April 2013, traveled as a couple
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1  Thank StanDonna
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this reviewResponded 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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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.
  • Stayed: April 2013, traveled with family
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1  Thank jmhelf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Departament at Paradisus Cancun, responded to this reviewResponded 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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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
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5  Thank 3broncs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this reviewResponded 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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Reviewed April 20, 2013

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
3  Thank CL5309
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PDCR, Quality Department at Paradisus Cancun, responded to this reviewResponded 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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