Paradisus Cancun

We ate a sals tonight and it was an amazing experience. Roger took care of us and was very known about everything on the menu . Everything we ordered was so good .

Great check in experience with Alan. Fab start to our holiday so friendly and welcoming

Wow! What an amazing experience at the Sal (stake house in Paradisus Cancun! ❤️) From the moment you enter the restaurant to the end! We love our host Emmanuel ❤️ He is so very enthusiastic to tell us all about the menu 😊. He makes the best drinks! The dessert drink, oh, so delicious! We love the vibe in here! Thank you for a lovely experience! 😘

Had an amazing experience at Sal the premium steakhouse. Emmanuelle our server was one of the most enjoyable I've ever encountered. Every bite of food was special. You can tell how much thought and work goes into everything here, from the ingredients to the cooking process and the presentation. Truly happy that I got to have this unique experience. Bravo to everyone involved in proving it 🙏🏽

My family and I recently stayed at Paradisus Cancun expecting a true five-star luxury all-inclusive vacation. Unfortunately, our experience was disappointing from beginning to end and did not come close to justifying the premium price. To be fair, there was one area where the hotel consistently performed well: housekeeping. Our room was cleaned exceptionally well every day, and the housekeeping staff deserves recognition for doing an excellent job. Unfortunately, that was the only consistently positive part of our stay. Room Experience Our vacation started with an issue immediately after check-in. The first room assigned to us was simply not appropriate for a family of four. The beds were much too small, and we had to request a different room shortly after arriving. While the hotel eventually moved us, this should have been handled correctly from the beginning. Later in the week, after a heavy rainstorm, our room flooded when water entered from outside. Needless to say, that is not something anyone expects from a luxury resort. Restaurant Experience The dining experience was one of the biggest disappointments of our vacation. For an expensive all-inclusive resort, we expected consistently good food and attentive service. Instead, both the food quality and service were extremely inconsistent. To make matters worse, several restaurants encouraged guests to pay extra for upgraded menu items even after paying thousands of dollars for an all-inclusive vacation. At a resort in this price range, guests should not constantly feel pressured to spend more money just to access the better dishes. Our ratings: * Cappella – 1/10 * Kao – 2/10 * Buffet – 7.5/10 * Pool Service – 2/10 * Vibra - 3/10 Breakfast at the buffet was poorly organized. On one morning we waited more than ten minutes just to be seated. Even after repeatedly telling different employees that we were a family of four, we were asked the exact same question at least six different times. It showed a complete lack of communication and attention to detail. Getting a second cup of coffee or even a glass of water during breakfast felt like a challenge. Once the initial service was over, it was extremely difficult to get anyone’s attention. Our second dinner at Vibra was disappointing. The tuna was undercooked, our appetizers never arrived, and service was poor. Our second dinner at Kao was equally frustrating. Orders were incorrect, appetizers were forgotten, and after waiting more than twenty minutes we still had almost nothing on our table while guests around us had already been served. Pool Service Pool service was consistently poor throughout our stay. Service was slow, and after 6:00 PM the pool bar closed completely, making it difficult to get even something as basic as a bottle of water without leaving the pool area. The towel policy also made little sense. Towels from one pool could not be exchanged at another, forcing guests to walk back to the original location simply to replace towels. Hotel Facilities One of the reasons we booked Paradisus Cancun was because the resort had recently undergone a multi-million-dollar renovation. Unfortunately, that investment was difficult to see in many areas of the property. Many facilities still looked old, with visible wear and aging infrastructure. The elevators were a perfect example. They looked dated, some had damaged finishes, and they frequently malfunctioned. On multiple occasions we pressed the button to go down, only for the elevator to go up first. Several elevators were also out of service during our stay. The biggest surprise came during one afternoon of heavy rain. Despite the recent renovation, it was literally raining inside the hotel. Water was pouring through ceilings in several common areas of the property. Guests stopped to take photos and videos because it was so unbelievable to witness inside a supposedly renovated luxury resort. Even worse, our own room flooded during that same storm. Considering the hotel had reportedly invested millions in renovations, seeing water entering both the common areas and guest rooms raises serious questions about the quality of that renovation. Air Conditioning – A Major Issue One of the most significant problems during our stay was the lack of proper air conditioning throughout the resort. The hotel felt warm almost all the time. Walking through the lobby, hallways, elevators, bars, and other common areas was consistently hot and uncomfortable. Instead of providing relief from Cancun’s heat and humidity, the hotel often felt nearly as warm as being outside. Some restaurants were slightly cooler than others, but several—including Kao and Moma—never felt properly air-conditioned. Even while dining indoors, the temperature remained uncomfortable. This wasn’t an isolated problem affecting one part of the hotel—it affected nearly the entire property throughout our stay. For a luxury resort in Cancun, where guests naturally expect to escape the heat when they go indoors, this was a major disappointment. Overall Experience What disappointed us most wasn’t one isolated incident—it was the consistency of the problems. Every single day there seemed to be another issue: room problems, poor restaurant service, inconsistent food quality, slow pool service, malfunctioning elevators, flooding after rain, lack of air conditioning, difficulty getting basic items like coffee or water, and an overall lack of attention to detail. Luxury is not defined by impressive architecture or beautiful marketing photos. Luxury is defined by service, consistency, maintenance, comfort, and execution. Unfortunately, Paradisus Cancun fell short in nearly all of those areas. The housekeeping staff deserves sincere recognition because they consistently did an outstanding job. Beyond that, however, our experience simply did not reflect the standards of a five-star luxury resort. We left feeling that Paradisus Cancun charges five-star prices while delivering an experience much closer to a two- or three-star resort. Based on our experience, we would not return, nor would we recommend it to friends or family looking for a true luxury all-inclusive vacation. Overall Rating: ⭐⭐☆☆☆ (2/5)