TripAdvisor traveler ratingbased on 13382 reviews
• Royal Service is the adults only option for travelers looking for a little more attention, pampering, and privacy
• Family Concierge is designed for families to spend time together as the rooms come with luxury amenities for kids and parents alike
• Outstanding service and exceptional facilities in a breathtaking tropical paradise
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General policies & fine print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fee are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
***Important information for our guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Ratings & reviews
TripAdvisor traveler rating13382 reviews
We are repeat customers!
As frequent travelers to Cancun area, we've stayed in many hotels; largely depending on our travel partners and purpose of visit. Suffice to say that this was our 3rd time at this property. As I have already reviewed this property, I will only offer some updates based on experiences from this recent stay. We booked the royal service room which offers its own private building and check in process. We were assigned our own butler, Alex, who was extremely attentive and communicative. (this was a complete opposite experience from our previous visit). Alex immediately assisted with a group chat so all members of my travel party could be in sync. His attention to special requests and even the routine were exceptional and should be commended for efforts and work ethic. The waiters: we had only excellent experiences with waiters and would like to acknowledge Moises (whom we remember from our previous visit), Victor, Ramon, Joshua and a special thanks to Daniel the poolside manager for having a great team and going above and beyond himself. Managers often get overlooked but he runs a great team. The pool-service guys Degner and Aaron were also very accommodating. We did indulge in the spa treatments and were very happy with the service and the facilities. Some maintenance and cleaning should be done in the hydrotherapy area. Restaurants: It's nice to see there have been upgrades to the facilities including the main buffet area. This was an excellent renovation and the quality of the food of the buffet was superior to our previous visits. We were very sad to see the Brazilian steakhouse be replaced with an average fare. The Brazilian restaurant was very different from any other resort we stayed and we had always raved about it. Do consider bringing it back. The sushi restaurant, which we love, was unfortunately only average this time. The moving of the nightly entertainment to the pool-deck area is a major improvement than cramming into the lobby bar area. Quality of the shows were better than we remembered and now easier to see. Our only concern is the Expedia representative, Omar Rosado, who should be immediately replaced as he is a very poor reflection on the hotel; understanding that he is not an employee. Overall, we were very happy with our stay and will likely return if their pricing doesn't get out of control. The time share folks (which was much more intense than our previous visits) were very aggressive but thankfully isolated to their own space.
Let me start by saying I've been traveling to Cancun for 12 years now. I try to stay at most of the resorts and write honest reviews. Looking for that perfect place I'll always come back to. I stayed at Paradisus playa del Carmen last year for a week, and even though service there was great, I missed the beaches in Cancun. So I extended my stayed with 2 nights at Paradisus Cancun. I felt like I needed to try the resort again for a longer time to officially give it a proper review. So I stayed the week of March 10-16 2020. Spring break was very busy. check in was delayed and when We finally got a room, it overlooked the parking lot,and smelled of a very strong chemical. I tried to bypass the smell, until I started feeling faint and wanted to vomit. I called the front desk to complain, and they told me if I wanted a new room I would have to pay $160 a night for a royal service room that was smaller than the JR suite that I already paid for. I fought with them saying I didn't need royal service, just the same room that didn't have this chemical smell. They said nothing was available. Need less to say I was upset and went downstairs to speak with the manager and request my money back. I even called the credit card company up to see what my rights were. After 30 minutes, the manager said he had an equivalent room to offer me. This room did not smell, and was clean. It also had a better view. (I do want to clarify we wanted to investigate what the smell was) My husband found that the headboard, chairs,and coffee table were varnished. They stained all the wood furniture in a closed non ventilated room, and tried to put guests in there, while it still was wet! I included the picture of the wet varnish. management didn't even want to acknowledge the smell or the wet varnish. We tried to make the best of this trip, and were thankful they switched rooms. Pros: Service was good in the restaurant's. Beach side service was amazing, though drinks were so watered down. It was like drinking koolaid. Food in the restaurants 8/10. The cleaning crew for our room gets an A+, turn down service was great,we appreciated her very much. Thank you Cynthia!!! The beach was clean, and walkable. Cons: The plastic cups they serve poolside are being reused! I didn't realize this until I got my own drink at the bar by the pool. All this time I thought they were disposable. This is during CORONA!!! WE stopped drinking after that day. I purchased my own cup for outside. The only coffee poolside in the morning was by the bar,it was always empty. The royal service side was empty only 2 beds were in use, the other side was 100% full, we were kicked out of an empty palapa, and laid out on a towel on the beach. Like I said when your on vacation u make the best of things,we didn't dwell. Nor did I feel like upgrading to Royal service, the first time I stayed at this resort I stayed in Royal service and didn't feel like it was worth the extra money. There was a Brazilian steakhouse when I stayed a year ago. They eliminated the steakhouse and replaced it with an ala cart steakhouse. Very pricey, food was just ok. Definitely not worth the money. You can go to a restaurant on the strip and pay half the money, for better food.
The Good and the Bad of staying at the resort - An unbiased review
I stayed at the hotel in March 2020 and wanted to summarize the pro's and con's of the resort for people to be aware of when booking their vacation at the hotel. Pro's: - Hotel was very clean, everything had a sense of professionalism and seemed to be managed well for the most part - Staff were awesome, from the waiters & bartenders to the front desk, room service clerks and chamber maids (Also, unlike Dominican or Cuba, everyone spoke English very well so there was no issues with language barrier - Fair variety of alcoholic drink selection (also see alcoholic beverages in cons list) - Room was nice, clean, prompt service with water/drink refills etc. - Ground were beautiful and on a prime spot on the Cancun strip Cons: - The most beautiful portion of the beach is reserved for guests who pay $100-$300 USD per day to reserve a hut - it includes champagne and food but still seemed ridiculous to me. The section was always empty - Management should be able to figure out that no one wants to pay this kind of money for a nicer spot on the beach after already paying so much for their vacation - Never enough chairs around the pool, I often had to lay on a towel on the concrete which was not pleasant - It seemed like there were a lot of pressure tactics with regards to buying time shares etc. I didn't fall for it but I heard a lot of people complain about it wasting their time - Nightlife was very poor, if not non-existent. I was hoping for shows, something fun to do at night and there was nothing - Keep in mind I was there also during spring break - Food selection wasn't bad, I can't really complain, sometimes not very hot but it was decent overall. The Taco place was the best, simple but fresh and hot off the grill. A lot of the other food places (sushi, fancier Mexican etc) seemed like the food was pre-made and it wasn't hot when arriving to the table. Overall I didn't care for the sit down restaurants. - Alcohol was almost certainly watered down. I swear I could have drank 30 cans of beer with little to no effect whereas back home in Canada 4-5 would have me feeling pretty intoxicated. I was weary of the hard alcohol as well, I ended up buying my tequila at a local liquor store to ensure the quality. I had a feeling the alcohol being served was not of the same quality of the stuff you would find at the store. Be weary. Overall it was a fine vacation, the property was nice, staff were wonderful. My biggest issues were with the no nightlife, lack of chairs and the upsells that exist. Like much of Cancun, it felt to me more like a hotel on a beach vs. an all-inclusive resort which would find in Punta Cana or elsewhere. Overall 7/10 - Probably wouldn't return but still enjoyed my stay none the less
My family and I visited this place at least 5 times during the pas few years. We love everything: rooms with ocean view, activities for kids, food, people! Special shot out to our all times favorite server- Mr. Armando Uc Balom! Kindest person ever, always goes above and beyond to make everyone's stay great! Greetings from Chicago!
You be the judge...
We booked a family vacation. Booked it online through a booking site like this one. Got the all inclusive package. The location is lovely. No complaints there. The room was clean and decent, but nothing to brag about. While checking-in, as part of it, they send you with one of their specialist to finish up explaining your All-Inclusive package. What they don’t advertise is that this “specialist” is smoothing the way for the “pressure sales pitchman/pitchwoman. Ours was a woman, which was a novice and her manager had to be hands on cuz she wasnt cutting it. Their trick is to sit you down from early on your trip, throw free stuff at you (which is typically not part of the all inclusive), they give you a special bracelet the staff recognize and they treat you like you’re king and queen of the manor. If you say NO to the sales pitch or no to the membership. They switch your bracelet to another one, which must be below the one the walk-ins get, cuz the quality of service went way downhill. It’s like you’ve been blacklisted, but couldn’t throw you out and we’re allowed to remain your stay. It’s a terrible terrible system they have there. It’s too bad. If they got rid of their little scam membership sales, it would be 5 star rating place.