Paradisus Cancun

⭐⭐⭐⭐⭐ Our family just returned from an incredible 11 night stay at Paradisus Cancun, and we are already talking about when we can come back! What truly made this vacation unforgettable was the amazing staff. A huge thank you to Bernardo, Armando, Pascual, Alejandro, and Seferino from the Gastro Hall. They welcomed us every day with genuine kindness and warmth and truly made us feel at home. Their service was exceptional, and seeing their friendly faces became one of our favorite parts of each day. A special shout-out to Anna, the bartender closest to Aqua Marina. She was absolutely wonderful—always friendly, attentive, and making delicious drinks with a smile. We also want to recognize the entertainment team, especially Mauricio, Daniel, and Giovani. They made the most fun crafts and activities for our family and helped create memories that our children will be talking about for a long time. Our concierge, Faredeh, was fantastic. She helped coordinate all of our dinner reservations and made everything seamless from start to finish. Her attention to detail and willingness to help made our stay stress-free and enjoyable. We also want to give a special thank you to Ivan from Guest Services. He truly made our whole trip by taking the time to come say hi and chat with us whenever he saw us around the resort. His friendliness and genuine interest in making sure we were having a great time made us feel incredibly welcome and added a personal touch that meant so much to our family. The food throughout the resort was excellent, with plenty of variety and something for everyone. Our favorite restaurant was the Italian restaurant—we looked forward to every meal there! We also can’t forget Norma at the coffee shop, who always greeted us with a smile and made every morning a little brighter. The housekeeping team was outstanding, servicing our room twice daily and keeping everything spotless. The pools were always clean, the grounds were beautiful, and every staff member we encountered was helpful, professional, and genuinely cared about making our vacation special. Thank you, Paradisus Cancun, for helping our family create wonderful memories. We felt welcomed, cared for, and appreciated throughout our stay. We cannot wait to return!

Rodolfo Medina, our concierge at Paradisus Cancún was very courteous and attentive to our needs. He provided great details of the daily activities and made our trip much more pleasant by keeping informed of our itinerary.

Making bracelets, painting, and other activities held by Giovani Martinez and Mauricio and Daniel were amazing! The children and adults enjoyed them! They were very social, friendly, helpful and welcoming best of all very professional 💕 the silent disco was amazinggggg!!! The entertainment staff were awesome! Uriel and Brian and dany thank you so much for a great time! Alejandro from Gastro hall was so sweet and helpful! He catered to our every need... Raul, Juan Julio, and Evan from guest services are just as amazing this place is amazing! Anna, Vianney, and Aurelio at the bar by the pool outside of Agua Marina is the best! They’re so sweet and helpful and catered to our every need! Fanny and Anabele at zesty restaurant were so amazing! They were so sweet and catered to our every need. The food was 10/10 and service 10/10 thank you so much. The food and service at Agua Marina was so good! They only serve seafood but there’s a kids menu with pizza hot dogs and hamburgers so that worked well for the kids. Thank you to Edgar and victor for booking us an amazing experience at our excursion to Isla Mujeres.Thank you to Norma at the coffee shop for being so sweet and always welcoming. Thank you Paradisus and their amazing staff for such an amazing trip and experience and I can’t wait to come back!

My husband and I just returned from a 5 night stay at Paradisus Cancun in the after their new renovations. We have visited the hotel 5 times prior and strongly recommend visiting for many reasons. The rooms are beautifully renovated and the property is extremely clean offering a relaxing and luxurious experience. Each visit we stay in the Reserve Adults only section. The staff truly makes every visit special and is the reason we continue to return to Paradisus. Thank you to our concierges Galdino & Natalia as well as the amazing staff we have met in the Reserve: Julio, Yamil, Cesar, Dino, Cinthia, Valeria, Viktor, Luis, Lucas & Ernesto (servers at Aqua Marina), & Emanuelle (server at Sal Steak). You always make our stay extra special. Thank you & we can’t wait to return for another trip!

We recently stayed at this resort with a group of nearly 20 family members to celebrate my father’s 85th birthday and our engagement. Family traveled from both Canada and the UK for this special occasion, and we booked six rooms well in advance. Unfortunately, the experience fell far short of expectations. The check-in process was extremely long and disorganized. Despite being in contact with the resort multiple times before arrival regarding our group booking, there was still confusion with room assignments. Most of our family received their rooms, but I was initially assigned a room that was already occupied, which was particularly concerning as my key still worked for that room. While the issue was eventually resolved, it was not a great start to our vacation. Room-related issues were widespread throughout our group. My parents experienced a significant leak that soaked their clothes and suitcases. As compensation, they were offered one complimentary night for a future stay at the same resort, which was of little value given our experience. Our cousin’s room had both a leak and a cockroach, another family’s air conditioning was not working properly, and another room’s fridge was not cooling. Our own room was clean, but the minibar was barely stocked and inconsistently replenished throughout our stay. Considering we booked six rooms, it was disappointing how many guests experienced maintenance issues. We had informed the resort multiple times both before and during our stay that we were celebrating an engagement and an 85th birthday, yet there was no acknowledgment whatsoever—not even a small cake, dessert, card, or room decoration. This contrast is especially striking because we have stayed at other resorts in Cancun and know the level of service that is possible. During a previous stay at the Royalton CHIC Cancun, I celebrated a milestone birthday, and the staff went above and beyond throughout my entire stay. They made the day feel special with thoughtful touches such as wine, chocolates, and personalized room amenities, which made me feel genuinely valued as a guest. Dining was another challenge. With a group of nearly 20 people, securing reservations was almost impossible. The only way we were able to dine together was by paying an additional $15 USD per person for one evening. Given the significance of the celebration, we expected more flexibility and accommodation. As for the food, if you’re a foodie, this may not be the resort for you. The Italian restaurant was the standout meal of the trip, while most other dining options were average and forgettable. The ice cream shop was excellent, and the coffee was good depending on who was preparing it. Another ongoing issue was the lack of available seating at both the pool and beach. Guests had to wake up very early to secure chairs; otherwise, there was little chance of finding a spot later in the day. The frustrations continued even after we returned home. A deposit charged to one of our family members’ credit cards was never properly reversed. What should have been a simple fix took approximately six weeks to resolve, with multiple follow-ups, transfers between departments, and emails to different contacts before the issue was finally addressed. While this resort was not terrible, it did not deliver the level of service, accommodations, or experience we expected for such an important family celebration. Between the room issues, poor organization, lack of recognition for special occasions, difficulty securing dinner reservations, limited seating at the pool and beach, mediocre food, and frustrating post-stay customer service, we left disappointed and would not return.