Paradisus Cancun

Atilano and Francisco were the best at the Blue agave restaurant

We had an amazing stay at Paradisus Cancún! The resort is absolutely beautiful, with stunning beaches, modern rooms, and a relaxing atmosphere. The staff went above and beyond to make us feel welcome, and the service was outstanding from start to finish. The food was delicious with plenty of variety, and there were always fun activities and entertainment throughout the day. We left feeling refreshed and can’t wait to come back. Highly recommend this resort to anyone visiting Cancún! ERICK the handsome guy from front desk made us feel welcomed from the beginning to the end of our stay.

Pros:

• Beautiful grounds and very clean resort
• Felt secluded
• The majority of staff were very kind and accommodating
• The pool and kids pool area with water slides were great
• The coffee shop was great
• Great for families

Cons:

• The hotel is understaffed and needs to improve their operations. Many of the issues we ran into could have been improved if they had additional staffing. For example, trying to order food by the pool was very stressful because there was only one server for the entire area (who was working extremely hard and it’s very unfair to leave it to one person). There was often no one sitting at the concierge desk which made it impossible to get dinner reservations. The food at the restaurants were quite mediocre and it seems like they haven’t ironed out those details yet. It felt like the only option was the buffet for most meals.
• Check in wasn’t seamless and the guy checking us in said he was the manager which turned out not to be true.
• Their family concierge and reserve guests get top priority. I know all resorts and hotels have these types of programs but they made it extremely obvious that these guests take priority.
• The cooks at the buffet were amazing and working very hard - but again, understaffed and they were being expected to do the job of 3 chefs.
• I’m assuming this was also due to staffing issues: the last few days we were there, the whole resort was taken over by a corporate event. Rather than staffing the convention area of the hotel, they corporatized the entire restaurant floor or the resort. The buffet area had advertisements all over the place (on a poster when you walked in, on the walls, on the tables, loud music and a large screen set up specific for the corporate audience), and photographers/videographers walking around for the “event.” It was very unfair to other guests who were trying to have a restful vacation to be sucked into this loud corporate event vibe. This should have been separate but I don’t think they had the operations in place to support both this event and regular vacationers.
• The rooms were beautiful and clean but they were quite small. We stayed in a junior suite - I think this can be fixed by calling it a standard room, which is what it is. Junior suite felt misleading.
• I had a “birthday upgrade” through my Melia app and when I tried to use it at check in the guy had no idea what I was talking about. He “inspected” the promotion on my phone for a good 10 minutes. He eventually offered be a bigger room that faced away from the ocean (I had paid more to pay for an ocean view room). When I told him that shouldn’t be considered an upgrade because I paid for an ocean view room he wouldn’t budge. They really shouldn’t offer a promotional birthday gift if they aren’t prepared to act on it.
• Many people that worked there didn’t know certain things about the resort of provides misinformation (for example, the front desk told my husband they only had an atm that provided us dollars and there wasn’t an atm for pesos - which turned out to be inaccurate).