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Discover The Reserve's (+18 years) and Nikté's superior services, designed to enhance your vacation's luxury with exclusive perks. You will also be surprised by the perfect balance between exuberant nature and local traditions: enjoy wonderful sunsets from your room. You can enjoy the most exquisite vacation services to ensure that everything goes exactly as you planned. An incredible choice of dishes and flavors of the world awaits you. Snorkeling, scuba diving, exploring the reef and cenotes... endless activities for discovering the essence of Cancun.
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Paradisus Cancun earns acclaim from guests for its stunning beachfront location and plethora of amenities, including diverse dining and activities. The staff's warm hospitality is often highlighted, though some guests feel the hotel doesn't offer good value, pointing to overpricing and additional charges.
Noise from nearby construction and a nightclub is a recurring concern. While the atmosphere and decor receive compliments, the dated and sometimes poorly maintained rooms, alongside cleanliness issues, detract from the overall experience.
Location
Beachfront
Atmosphere
Serene
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Noise level
Noisy
Service
Attentive
Amenities
Lavish
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We took our grandparents here for vacation, so 2 elderly and 2 in our 20's. The staff were incredible, so happy to help and please you. They went out of their way to assist us with our grandpas wheelchair, serving us, and guiding us. The beach access could have been a little more handicap accessible but otherwise the resort was very accessible for a wheelchair. I'd like to mention a few of the staff, during our check in at the front desk Enrique went above and beyond to ensure we had rooms next to our grandparents (one of which is physically disabled & has Alzheimer's). At the buffet Malva, we had several servers provide excellent service during breakfast lunch and dinner, so thank you to our servers Martin, Fernando, Joni, Mariana, Candelario, and Enrique. The beach was beautiful and white, no trash or seaweed, didn't have to wake up incredibly early to get a beach cabana. Room service the food was pretty cold but our rooms were nice, had a great view of the sunrise and of the shows that were hosted at the pool. Other hotels allow you to check out a wheelchair and keep it during your stay, and the hotel was fully booked while we were here but they wanted to have a worker drive the wheelchair to your destination then they took the wheelchair back. Grandma missed a step (totally her own fault) but after that they allowed us to keep the wheelchair during our stay which was great. Would recommend if you need a wheelchair full time to bring your own. They had an umbrella for us to use when we had a reservation at the outside restaurant, as our grandparents are very slow walkers and would've been sopping wet by the time we got there. You can order food and drinks on the beach and have them delivered, the beach was NEVER crowded or unenjoyable. Didn't see any marine/wildlife but sometimes that's a good thing! It's a fairly quiet hotel, not too many activities in the evening but we thoroughly enjoyed this resort and the staff were always incredibly incredibly helpful and kind.
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Date of stay: January 2025Trip type: Travelled with family
Room Tip:If you need a wheelchair most of the time, I’d suggest to bring your own. Otherwise, the hotel...
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Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 5 weeks ago
Dear Katie, We would like to thank you for this review of your recent experience in our hotel. We are delighted that the accessibility of our resort met your expectations, complemented by the harmonious and relaxed environment we maintain. It is wonderful to know that the exceptional service provided by Enrique and the team at Malva during meal times made a lasting impression. We take note of your comments regarding beach accessibility and room service, assuring you that we are always mindful of our guests' experiences and continuously seek ways to enhance the comfort and luxury of our resort. We regret to hear about the initial inconvenience with the wheelchair access but are pleased that a resolution was found to ensure a carefree stay. We are also inspired by your appreciation for the peacefulness of our hotel and the evening activities, offering a tranquil retreat for all ages. Your recommendation is truly valuable, and we are grateful for the opportunity to have made your family vacation memorable. All of the team hopes that we may be able to see you again in the future. Kindest regards, Guest Service Center Management
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We traveled here from December 5th to 12th with Air Canada vacations.
As any review written here, it is a reflection of your vacation and if your expectations were met or not. Ours were certainly met and surpassed due to many people who made it so special.
Firstly, I'd like to thank Jorge Martinez GM for running such an amazing hotel. It's obvious your detail to excellence was evident. Thanks to Diego Garcia and Giovanni f&b, my great and dear friends. You helped to make our vacation one of the best we ever had.
Also, huge thanks to Excutive Chef David, F&B manager Jesus, and Diego
Our room was a master suite on floor 7 in building 3. It was an amazing space with 2 balconies and a great ocean view. We loved hearing the waves crashing every evening.
The maids did a great job every day, and they're filled our roomwith water as we had asked. Mini bar was refilled if needed. Good snacks which i liked. It was always cleaned meticulously. We had ample towels, etc, with no issues. As some guests have stated, the rooms are older, and that will be addressed when they renovate in June for a year.
Food for us 10/ 10
We ate at every restaurant, so for us, they all stood out equally for different reasons. Lemon Fish twice, Sal Steakhouse, Flora, Capella, and Cielo were all excellent with great service. Every single restaurant manager, hostess, and servers were excellent and attentive. Memorable staff and its a lot were Boris, Carlos, Jamiacra, Tera, Fanny, Santos, Chef Jose,Melvin,Adrianne, Ignacio., Deyvison and Chef Christian. We had some very excellent ones at dinners which was a treat.
We ate at the pizza counter, Gelato, and had lunch at Aqua Marina, which was very delicious as well and fresh.
Since we were Adults only reserve, we had the pleasure to eat at Sante restaurant for the majority of our lunchs, and we had a dinner there as well. That was memorable as I had my best dish there, which was the beef shank osso bucco! A truly delicious offering by their young female Chef(did not get her name) Memorable staff there Valerie, Oscar, Jacob, Gabriella, Miguel and Bernardo. Dinner was Rigoberto and Arnulfo and Manager Jorge.
The breakast area at the reserve was peaceful and good, but we ate at Malva mostly for their multitude of choices. I thought it was excellent, and it was restocked quickly. I loved trying the Mexican style dishes mostly.
For us, every meal we ate was cared for, plated artfully, and had great flavours.
To cook for so many people every day with allergies, preferences being so vast nowadays is a huge accomplishment, so there is no critique from us. BRAVO!
Bars and Beverages 9.5/10
We loved the Nespresso coffee bar. Really excellent artisinal coffees of any choice with little pastries, etc. Very quick service for all of the guests.
At the Reserve Beach bar were Luis and Alejandro, the bartenders, which were very funny with great dispositions. See you in 5 minutes! Loved that.
Thanks to David and Victor, the reserve pool concierges, for ensuring our comfort daily with a Bali bed and just being great guys to talk to. Excellent service by both of them.
Ginger bar, well, what can I say but absolutely an amazing experience. Luis, the bars manager, along with the Master mixolgist Abraham, Gabby adorable and so sweet, and Karina as well. You guys really made our holiday that much better, and we adored all of you.
Abraham is a real gem to this resort. His passion is truly infectious, and his cocktails are works of art!
We also loved the Kanna bar with Luis, the bartender, Itzamari, and Manager Abel. Thanks for the great time and drink . We loved the vibe here, and those 3 were amazing!
Beach 9/10 Pools 8/10
LOVED the beach here. White sand, Aqua water, but during our stay, the waves were quite rough, so my wife didn't go in as much as she would have. I still went out but got reminders twice to watch your back, as it's quick to become tumble weed in there. Lol
Pools were nice, but we only went in twice briefly at both the family side and adults side. Do har to comment further. Lots of Loungers around, but better spots went quickly. Didn't affect us.
Gym and Spa we did not visit but heard they were great.
Entertainment staff were great and amused throughout our stay, especially at the bars at night. Shows at night were artistic dance and music, but we didn't see all of them. Very good, but again, nothing past 11 pm, which was fine for us as we were tired by then.
We met wonderful couple from Canada,USA, England etc as we always do.
Overall, it was a 10/10 vacation and if can only imagine after their year long renovate it will be the place to go with its layout and architectural beauty of the pyramids. The center spot with the vines and lights was so zen like. A really beautiful resort.
Again, thanks to everyone here, but especially Mi Amigo Giovanni Altamirano for being there for us every step of the way and for ensuring we had everything we could ever want. Gracias!!!
I highly recommend this resort based on our truly memorable stay.
Culinary regards
Chef Oliver and Loulou Ottawa 🇨🇦
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Date of stay: December 2024Trip type: Travelled as a couple
Room Tip:Ocean view rooms are amazing. Be open-minded and you will enjoy it.
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Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 17 Dec 2024
Dear Guest, Thank you for this great review. We are thrilled to hear that our Master Suite provided a harmonious retreat with its inviting ocean views and the soothing sounds of the waves. It is wonderful to know that our meticulous housekeeping team ensured your accommodation was always clean and well-stocked. Your appreciation for the variety and quality of our culinary offerings brings a smile to our faces; our chefs take great pride in crafting dishes that are not only delicious but also a feast for the eyes, using locally-sourced ingredients for that authentic touch. We are especially pleased that the Reserve Beach bar, with its tropical charm, contributed to a carefree vacation experience, complete with refreshing cocktails and the company of our dedicated team members. It is delightful to learn that the Reserve Beach's azure waters and pristine sands made for an unforgettable beach experience, even if the waves were a bit spirited during your stay. While we are glad you found the entertainment and atmosphere to be inspiring, we regret to hear that the pools didn't quite meet your expectations. Rest assured, we're always looking for ways to enhance all our facilities to ensure they provide a sophisticated and relaxing environment for all our guests. We look forward to welcoming you back soon. Kind regards, Guest Service Center Management
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We came with another couple for 6 days and 5 nights. Our trip started off a little bit rocky when we arrived to our room and saw that while it was decent, it certainly does not look like what is advertised on the website. We booked a junior suite with a lagoon view, upon entering we noticed that the cloth headboard above the bed had multiple dead flies smeared on it, the bathroom was not thoroughly cleaned, the AC turned off every ten minutes and would only restart if we turned it back on, and our lagoon view was non existent. We had large plantain palms covering our view and blocking the natural light from coming in as well as having no patio furniture on the balcony. I expressed our concerns to Raphael at reception where he apologized and offered to upgrade us the next night to an ocean view for a discounted rate. He was very attentive to our concerns and seemed genuine in his willingness to resolve our issue. He mentioned to me that someone would be in contact with us in the next days to resolve the issues we had encountered and to make it up to us. Unfortunately that never occurred and it seems like the hotels internal communications are a bit disorganized as no one could confirm that this incident had even occurred when I brought it to their attention. However our new room had a stunning view and a jet bath on the balcony which was a very pleasant surprise and definitely elevated our stay.
The food was the highlight of our trip as I find it rare to find quality food at all inclusive resorts. I have been staying at Melia hotels for years and my expectations are always high, but nevertheless the food here does not disappoint. Our favorites were Cielo which offers delicious Mexican cuisine, Agua Marina that has delicious and fresh seafood, we ate both lunch and dinner here and I would even go back a third time. Lemon Fish was also great with a nice ambiance as well. We did not stay at the Reserve so we didn’t get to check out those restaurants, but we in no way felt like we missed out or that the other restaurants weren’t up to par.
The pools are very clean and offer guests the ability to choose the environment best suited for their stay, we loved the adults only pool which was heated and a little more secluded from the other pools. Over in the main pool Rodrigo was amazing and extremely attentive since our first day there. He made time fly over at the wet bar and we definitely enjoyed our time with him. Down at the beach Gaudencio continuously went above and beyond to make sure we were taken care of and that our drinks were never empty.
Overall we really enjoyed our stay here and would come back in a couple of years if the rooms get a little bit of a facelift. This resort is great for both younger couples and families alike as everyone has the room and amenities to fit the needs of their trip. The staff here is attentive and friendly and stands out among other resorts in the area.
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Date of stay: March 2024Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 13 Mar 2024
Dear Alejandra T, Thank you for your positive review. It is inspiring to hear that the culinary offerings at our restaurants like Cielo and Agua Marina were a highlight of your stay, providing that luxury dining experience we are so proud of. Your commendations for the clean and inviting pools, as well as the distinguished service provided by Rodrigo and Gaudencio, are certainly harmonious with the carefree and elegant atmosphere we strive to maintain. We are thrilled that the breathtaking ocean view from your upgraded room added a touch of sophistication to your stay. Regarding the initial concerns with your room, we sincerely regret the inconvenience you faced. Rest assured, we are mindful of our guests' comfort and our team works diligently to ensure accommodations reflect the high standards we set, as described in the context. While we're glad that Raphael was respectful and attentive to your needs, it is apparent there was a lapse in follow-up, and for that, we apologize. Our team is dedicated to creating a harmonious environment and addressing any issues promptly to ensure a relaxed and enjoyable experience for all our guests. All of the team hope that we may be able to see you again in the future. Kindest regards, Guest service center management
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Our stay at this resort was a huge disappointment, and it should be rated as a 3-star hotel at best, not the “premium” destination it claims to be.
Upon arrival, we were told to wait hours to check in. Despite having a scheduled 3 pm check-in time, we didn’t get our room until 11 pm. The excuse was that rooms needed cleaning, but it’s hard to believe a resort of this size has no rooms ready for guests, especially when check-in is a standard time. The entire process was disorganized and unprofessional.
The room itself was filthy and outdated. The furniture was worn out and broken, and the bathroom was barely functional. The sink batley has any water let alone hot water, and the showerhead was on the verge of falling off. To make matters worse, we found ants inside the room, which added to the already unpleasant environment. Cleanliness was a major issue throughout the resort, and it was hard to relax knowing the place was so neglected.
The staff had an attitude, and the customer service was non-existent. After my wife wrote a review, we were promised by management that they would “make things right,” but when we spoke to customer relations, no action was taken. They offered empty reassurances but didn’t follow through on any solutions.
Expect to waste an hour every day just to make dinner reservations. Even when we were first in line on one day, we were denied our preferred restaurant because others had already booked. Only when we asked did they explain that reservations could be made for multiple days in advance—something they should’ve communicated clearly. The food was bland, and the main buffet restaurant, Malva, was dirty, with long lines to get in. The overall dining experience was disappointing, and the options were limited.
Despite being an “all-inclusive” resort, basic services were sorely lacking. No beach services were offered, not even something as simple as access to cold and clean water. There were no lifeguards at the pool or beach, and finding a sunbed was nearly impossible. When we asked, we were told to rent a cabana for $250 a day or just put our towel on the ground.
We traveled with a newborn and requested a kettle to prepare bottles. Instead, they brought us dirty water in a thermos, which was completely unacceptable.
Overall, this resort is outdated, poorly managed, and provides subpar service. It doesn’t live up to its claims and definitely isn’t worth the price. Save your money and book elsewhere.
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Date of stay: December 2024Trip type: Travelled with family
Room Tip:Avoid booking this resort
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 27 Dec 2024
Dear Guest, Thank you for taking the time to provide this feedback. It is disheartening to learn that your experience with us did not meet the harmonious and sophisticated standards we strive to uphold. While we pride ourselves on our elegant accommodations and mindful service, it seems we fell short during your stay. Please be assured that cleanliness and guest satisfaction are paramount, and we regret any inconvenience caused. Our team is dedicated to providing a carefree and inviting atmosphere, and it appears we have missed the mark in ensuring your comfort. We value every comment and take them seriously as they help us to maintain and enhance our luxury experience. We look forward to welcoming you very soon. Best regards, Guest Service Center Management
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We returned from a 10 night stay back in December and were a group of 4 British adults (2 x couples). After reading reviews we booked to stay in The Reserve and were very glad we did as it was a less populated, more relaxing area.
The rooms were nice and we both had amazing sea views. If you looked closely you could see that some things needed a little spruce, but overall the rooms had everything we needed and were very clean (cleaned everyday). As we were part of the reserve, if there was anything we ever needed (including minibar top ups) we would just WhatsApp our amazing concierge - Jose!
Talking of Jose, as soon as we met him we felt at ease walking around the hotel (before that we were a bit lost as the place is so big)! Jose helped us make all of our dinner reservations whilst also booking us on other things like the Sunset Cruise - one thing you definitely can’t miss if you get the opportunity to go on it - and it’s free!
Our days were mostly spent around the pool and although we wandered out of the reserve we preferred to ‘set up camp’ in the adults only section. Although quieter, on Saturdays they would have a DJ round by the pool along with other extras like a floating aperol bar. The staff during the day couldn’t be more attentive and always remembered what you liked! The only thing for us which was a bit inconvenient was that most of our stay (7 days out of 10) the beach toilets were closed, so your only option was to go back into the reception area of the hotel.
The restaurants do get booked up quickly so we would recommend booking as many as you can when you first get there to secure good timeslots that suit you. The only time we ate at the buffet was during one lunch and although there was a lot of options, as 4 adults, we preferred eating at the many restaurants on offer! Lemon Fish and Sal’s were the two we visited more than once.
The evening entertainment was good, although very much intended for the children. We found ourselves watching a few of them and then wandering over to Ginger Bar. We had many a good night there, thanks to Gaby and her team who filled us with endless shots! We really did enjoy ourselves there, but as it was the only bar open until close, we did find it a bit like deja vu after the first few nights! Due to this, we spent a couple of nights out of the hotel - one night at Coco Bongo and another night just in the club strip. We got Uber’s there and back which were well priced and we felt very safe.
Overall, we loved our 10 nights away and would come back again or go to another Melia hotel in Mexico as this reached our expectations. Thank you again to all of the hardworking staff!
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Date of stay: December 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 4 weeks ago
Dear Guest, Thank you for taking the time to share your review. It's wonderful to hear that our tranquil and sophisticated Reserve area provided the relaxation and carefree atmosphere you were seeking. Our team is delighted that you found luxury and elegance in our accommodations, with stunning sea views that added to the magic of your experience. We're also pleased that Jose, your personal concierge, was able to enhance your stay with his attentive and mindful service, ensuring a truly harmonious vacation. We apologize for the inconvenience caused by the temporary closure of the beach toilets; we always strive to offer an inviting and comfortable environment for our guests. Your appreciation for our diverse and tropical dining options, especially Lemon Fish and Sal's, is inspiring. It's great that the evening entertainment and vibrant vibe at Ginger Bar contributed to memorable nights during your stay. We hope to welcome you back for another memorable experience. Best regards Guest Service Center Management
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This is a hotel that we have visited on 4 occasions and URGENT maintenance of the rooms, we were a family of 10 including children in 3 rooms (3200, 3205 and 3207). Rooms without any decoration , with obvious lack of maintenance on walls, furniture and curtains, far removed from a hotel that is listed as 5 stars, in terms of rooms can be a decent 3 stars. There are not enough beds, it is an odyssey to be able to get one when the hotel is medium full. Pool beds is a business of towel people, if you pay them what they call a "tip", which also they decide the amount , they can "loan" you one, to us for two days it costs 120 usd to be able to use those beds.
The common areas are fine and the restaurants too, both the law firm and the specialties comply well and the service and food are VERY GOOD
The Kind Club girls, good
The animation team well
If anyone from the administration is interested, I can send several videos of the state of the rooms to some mail.
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Date of stay: December 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:Si estas buscando habitaciones 5 estrellas, este no es la opcion por el momento. Hay que...
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our 2 bedroom unit was very clean and comfortable during our week long visit. We are Melia Club members and stayed in Pyramid 1, with an ocean front view. The consierge and housekeeping staff were very attentive, and every staff member was helpful and anxious to help. Use of pools and ocean beach access is easy, with life guards monitoring the beach activities. We have been visiting this resort for 20 years, and it is beginning to show its age - but is very well maintained. We did not take advantage of the "all inclusive plan", so all meals and drinks were separately charged to our room. Meals and entertainment in various areas of the resort were enjoyable and easy to access. City buses frequently stop on the main street which is a short walk from the lobby, but taxi service is also available. The AquaWorld facility is immediately across the street from Paradisus, making excursions and other water adventures very convenient. We recommend Paradisus Cancun (Melia).
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Date of stay: November 2023
Value
Location
Service
Trip type: Travelled as a couple
Room Tip:Guests wishing to supplement their pharmacy/food/drink supplies, may cross the main street to a...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 24 Nov 2023
Dear Guest, Thank you for the time you have taken to review your recent stay, We're delighted to hear that you found your two-bedroom unit clean and comfortable, reflecting our commitment to providing well-maintained accommodations with stunning ocean front views. It's wonderful to know that our concierge and housekeeping staff met your expectations with their attentive service, as we strive to offer personalized care to each guest. We appreciate your recognition of our resort's easy access to pools and beach areas, ensuring a safe and enjoyable environment for all our guests. Your enjoyment of the meals and entertainment across our resort is also heartening, as we aim to create diverse culinary experiences. We are grateful for your continued patronage over the years and are pleased that our efforts to maintain the property have not gone unnoticed. It's always a pleasure to serve long-standing guests like you. We hope to welcome you back in the future. Best wishes, Guest service center management
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I contemplated writing a review but I wouldn’t want anybody to experience what I did. Pros - Lily, she is one of the most accommodating and responsive associates I came across here. She is the reason why I didn’t leave on my second day here. The food is okay, it’s not terrible. The beach area is beyond kept and beautiful, the waves are rough here though so if you like to swim at the beach then this isn’t for you. Amenities are good The smell of the reserve area was everything The sunset cruise was included free of charge This hotel is aesthetically gorgeous. Cons - We arrived early to check in (11a) and were told to wait 4 hours for our room…… requested a Manager and never talked to one, I practically had to get up and find one… never found one, I then met Lily and expressed my concern. The quality of food and food options. There are up charges all throughout the hotel which negatively impacted my experience. We were incorrectly charged for 2 drinks at Cielo, which was about $55. (Picture below) The staff basically ignored us at the pool area The pool is very WARM and low in elevation The drinks are not top shelf, just full of sugar. They have bars with top shelf but will charge you about $20 per shot. They have coconuts at the Beach and charge you $10 for these and only have coconut water???? My room was so HOT (80°F precisely), we called on maintenance 4 times throughout our stay and had to request fans. We couldn’t even leave our window open. The property could use updating The adults steakhouse has minimal options with subpar food, the best food was honestly the pool restaurant and Mexican. There is no beach attendant?? They advertised cabanas to be included with The Reserve but this solely means pool cabanas and They must be reserved 24 hours in advance, the beach view are $160 and you have to buy a food package… at a resort?? ALSO they have 6 whole chairs that lay flat for tanning, the rest are permanently adjusted at an angle. The towels in the bathroom are ROUGH Oh, also transportation is not included as advertised on their website so expect $100+ There was an issue also with my room upgrade, I requested and paid for an ocean view with 2 beds. I was then emailed and quoted a lower price by their in house reservation team and they did not offer a refund or credit for the difference I paid.. instead I was charged for the upgrade a second time upon checking Out and They practically held us and held our transportation until this was resolved. I showed the emails, receipts, and conversation but was treated less than human. I mean I could go on for days. Overall, I would not stay here again or recommend it. There are hotels that check boxes of all necessities needed to enjoy your stay. (This is coming from someone who’s traveled to Mexico over 20 times). Expect a bill at check out… even though this is a all inclusive resort.
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Date of stay: May 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 21 May 2024
Dear Jennagrounds, Thank you for taking the time to share your review. Your positive remarks about Lily's exceptional service are especially gratifying, as we strive to provide sophisticated and attentive care to our guests. We regret to hear that there were aspects of your stay that did not meet your expectations. Your feedback regarding the check-in experience, room temperature, and additional charges is taken seriously, and while we do offer complimentary airport transfers as detailed in our amenities, we apologize for any confusion or inconvenience this may have caused. We are also mindful of your comments on the food quality, pool temperature, and beach services, and while our aim is to create an elegant and carefree environment, it appears we fell short in these areas during your visit. Rest assured, our team is dedicated to ensuring that every guest's stay is nothing short of inspiring, with a vast array of dining options and top-tier amenities. We continuously work towards enhancing our service and facilities to ensure an unparalleled experience that fully reflects the luxury and comfort synonymous with our name. We hope to be able to welcome you back for an improved stay. Kind regards, Guest Service Center Management
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If you want the Instagram pictures and are willing to pay up the @55 for it, this could be your spot. Friends and I stayed for 4+ days for an event and would not willingly return.
PROS: Beautiful views, in-person staff is very attentive, convenient, for relaxation
CONS: Broken rooms, unresponsive staff through the app/online, incredibly mediocre food and watered down drinks, not good for work
- Hot water was not available upon check in, had to speak to the front desk about it - Toilet seat did not fit the porcelain throne (I really did try to make it fit, but this detail was missed) - Missing shower hooks so shower curtain was only half of what it could be, so water spilled everywhere. This was resolved through in-person complaining at the front desk. - Body wash was empty upon check in - Cracks in the tub that moved upon placing weight on it - They recommended you utilise their app/online to request amenities and service but all the requests went no where and stuff was never delivered/fixed. It was only fixed once I walked back to the front desk to discuss our requests - The food. THE FOOD. :( Not worth it if your palette is any bit refined. For USA, if you're from either of the coasts, this is not up to your standards. If you're from middle America, you could think this is pretty good. Flavour for a lot of the restaurants was bland and they sometimes compensated for it by making other dishes incredibly salty. High school me would have been impressed because everything tasted like college me prepared it. Adult me was very disappointed and our group of friends also confirmed this. - Outlets are nowhere near the placement of desks/tables and the lighting did not light up desks/tables, quite useless for work purposes - Personal preference, why have spaces for decor but not have anything in them? Our room had an empty shelves so we brought in our own decoration to fill it.
For a supposed 5 star hotel, I expected better. Now I know better.
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Date of stay: December 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with friends
Room Tip:Better to go off location and into town for actual flavour.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 10 Dec 2024
Dear Guest, We would like to thank you for this review of your recent experience in our hotel. We regret to hear about the aspects of your stay that did not meet expectations. Our guests typically relish the sophisticated ambiance of our accommodations, and any departure from this is taken seriously. We note your concerns regarding the app responsiveness and room details; we constantly aim to create a carefree and elegant experience for all our guests, and your input is invaluable in this pursuit. The culinary experience at our hotel is designed to be an inspiring and mindful journey, with a rich variety of dining options that are usually celebrated for their flavor; it is unfortunate that it did not align with your palate. We also recognize the importance of a conducive work environment, and while our design is centered around tropical leisure, we hope to provide a comfortable space for all types of experiences. We take immense pride in offering an array of amenities that cater to both a relaxing and active stay, where guests can be immersed in nature and appreciate our environment in a sophisticated setting. All of the team hopes that we may be able to see you again in the future. Kindest regards, Guest Service Center Management
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This is my second time staying at the Paradisus in the Reserve section (adults only). I decided to return after spending a heavenly honeymoon here back in Feb 2014. 10 years later and the hotel and reserve experience was better than ever. The highlights include:
1) coming in December was the best decision as the weather is mild and the hotel is beautifully decorated for the Winter holidays. 2) the beach was crystal blue everyday and the sand was free of sarghum. The view from our oceanfront suite was stunning. 3) the reserve perks were worth the extra expense, but especially the concierge service which either improved significantly in the past 10 years or we just got the best Concierge, Diego Torres!!! He gave us the best advice for daily dining, spa, and other experiences. He would surprise us with treats everyday, come check on us by the pool consistently and would even walk us down to dinner. I would definitely trust him in terms of ideal times for dining and spa reservations. He may be the best part of the trip and we can’t wait to request him in the near future. 4) the spa was great and I recommend getting a massage!! 5) the new steakhouse (another reserve perk) that replaced the Michelin star Enzo was really good and a must try! 6) the rooms were great and service staff in general were all very responsive and friendly. Some challenges that I hope get addressed before we return:
1) the reservation system that existed 10 years ago was replaced by walk ins only (except for the steakhouse) and basically if you don’t wait in a line at 5pm (doors open at 5:30) you risk not only getting seated when they open but then get placed on a list that can leave you waiting for hours before having dinner. This meant we ate the same food (the seafood restaurant in tower 1) two nights in a row in a resort with 10 restaurants! The poolside menu is also pretty limited and late night dining is also limited to room service. Overall, this system could use some improvement to make what was otherwise a perfect vacation. 2) you need to reserve your pool chairs before 9am everyday or risk having nowhere to put your belongings for pool days. If you maxed out on your two daybed reservations per room per stay, good luck with getting a daybed. We were lucky that for a 4 day, 5 night trip with 4 ppl and 2 rooms we were able to book one bed for everyday of our stay. Honestly the weather was so mild we didn’t really use them like we would have if it was much warmer.
Overall, we not only plan on returning next year, we will be staying in the reserve section and requesting Diego Torres again!!
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Date of stay: December 2023
Value
Location
Service
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Cancun
Responded 3 Jan 2024
Dear Elizabethhd, Thanks very much for leaving this review. We're thrilled to hear that your stay in the Reserve section was even more exceptional than you remembered, and that you enjoyed the tranquil December weather and our festive decorations. Your commendations regarding the crystal blue beaches and the stunning views from your suite warm our hearts. It's also wonderful to know that Diego Torres, your Concierge, provided exemplary service, making your stay memorable and effortless. Regarding your concerns, we appreciate your feedback on the dining system and pool chair reservations. While our dining approach aims to offer flexibility, we understand that waiting can be an inconvenience, and we strive to ensure all our guests have a delightful culinary experience. Our pool area is indeed a popular spot, and we encourage early reservations to secure your preferred space, but we're glad to hear that you were able to enjoy the daybeds throughout your stay. We are also pleased to note your satisfaction with our spa services and the new steakhouse, and we're delighted that our team's responsiveness and friendliness contributed positively to your visit. All of the team hope that we may be able to see you again in the future. Kindest regards, Guest service center management
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Great question! There is a Ginger bar (cozy & limited seating options) & a Ginger bar 2 (more comfortable seating options) in the common area. Children were welcome at the ginger bar 2 where entertainment activities were frequently held. Hope this helps.
Aquaworld is directly across the street from the hotel. A 3 minute walk. Aquaworld has tables in the hotel to book kyak, fishing, scuba and many water activities. Most kyaking is done in the bay directly behind aquaworld facility.
Hope this helps
There are more places to choose from in the Cancun area.
PRICE RANGE
$715 - $1,220 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
gran melia cancun hotel cancun, cancun gran melia, grand melia cancun, melia cancun
FORMERLY KNOWN AS
Royal Service at Paradisus Cancun
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
656
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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