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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 garners praise for its dedicated staff and expansive amenities, offering a lively atmosphere and pristine beaches that captivate many guests. However, some visitors have found the noise levels disruptive and the entertainment a bit too boisterous.
While the hotel's location is generally celebrated for its scenic views and proximity to attractions, the value proposition is scrutinized due to unexpected costs. Opinions on the rooms are mixed, with cleanliness and views often commended, though criticism is directed at the dated decor and occasional maintenance shortfalls.
Location
Convenient
Atmosphere
Lively
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Noise level
Noisy
Service
Attentive
Amenities
Comprehensive
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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 13 Jan 2025
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 had an amazing stay at paradisus cancun!! Veronica, manager relations of Meliá, made our stay special and memorable. She fixed any issues she had, was sympathetic, personable and extremely kind! We had the best time doing a couples massage and hydrotherapy at the spa. Boris is the manager at Lemon fish and he also made our experience one of a kind with the service he gave us. He was just like a friend to us, always helped us out with reservations and introduced us to the head chef who is incredible there. The decor of this restaurant is stunning and so too is the food. We had the most phenomenal dessert there made specially that evening and we really have to thank Boris for his fantastic personality, we really hope to meet him again!! Fanny at the Flora restaurant is extremely kind and warm, she also helped us out with reservations here at this healthy restaurant. We loved the food and decor at flora - the tomato soup and salmon were excellent and the environment is truly enchanting. The Nespresso bar was another favourite of ours, we visited this as many times a day as we could because the coffee is incredible here and the service is extremely fast and nice. There is a reason the queue is always so long for the Nespresso bar (since it’s so delicious including all the fresh desserts they have - we are not even dessert people but we could not resist), and yet you’re never left waiting very long at all! The pools are so much fun here and if you can get a Bali bed (we had one with a view of the beach), you will have the most relaxing and comfortable day. Even sitting on the beach chairs was wonderful - no seaweed in the water but the sea was rough! You have to go early in the day to get seats. The aquamarina restaurant is by the pool and it has the best shrimp tacos, nice dinner options too. The pizza bar and ice cream bar are also wonderful as pool-side snacks. We also loved the pool-side bar for fresh lemonade and mojitos! We had one bad waiter at the blue agave restaurant near Malva as he was quite rude but then all the other waiters and chefs were wonderful at breakfast and dinner. Malva is the buffet restaurant and the food is sub-standard (breakfast, lunch dinner) but it is reliable. I would recommend you to try the restaurants when you can because the food is almost always better. We also had a bad experience with one waiter at Capella as we were sat at our table late (we had to wait a while) and then nobody came to take our order or serve us water for half an hour afterwards. The food was pretty good but it did take a while to come. Overall, this resort is lively and beautiful. Highly recommend this resort for the most memorable, magical stay!!!
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Date of stay: February 2025Trip type: Travelled as a couple
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 Manager, Owner at Paradisus Cancun
Responded 4 weeks ago
Dear Nafia, Thanks for your review about our hotel. We are thrilled to hear that Veronica's exceptional service made your stay special and memorable, truly embodying the luxury and sophistication we strive for. It is delightful to learn that your couples massage and hydrotherapy at the YHI Spa immersed you in a world of harmonious tranquility. Boris's personable touch at Lemon Fish and Fanny's warm assistance at Flora restaurant clearly reflect our commitment to inspiring and mindful hospitality. Your enjoyment of our eco-chic Kanna Beach Club, alongside the inviting and carefree atmosphere at the Nespresso bar, is music to our ears. We're glad the tropical allure of our pools and the array of dining options, like the succulent shrimp tacos at Aquamarina, added to your carefree vacation experience. We are sorry to hear about the less than perfect service encountered at Blue Agave and Capella, which is surprising as we pride ourselves on our respectful and attentive staff attitude. Rest assured, while we don't like to dwell on the negative, we are ever mindful of our guests' experiences and always seek to provide an inviting, sophisticated, and seamless stay. Your recommendation is much appreciated, and we're overjoyed that Paradisus Cancún could offer you a magical and memorable stay, filled with the elegance and fun intrinsic to our tropical paradise. We are hoping to welcome you back in the future. All the best. 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 stayed for 6 nights in the reserve section in March of this year. Everything was amazing. From as soon as we got to the resort the staff took our bags and had them delivered to our room, we got brought over to the Reserve check in, which was a super quick and simple process, and got welcome drinks from the staff and this all took maybe 15 minutes from start to finish. We were then advised that we would have a concierge throughout our trip and our concierge was amazing! We arrived around 8:30pm and weren’t expecting to hear from our concierge until the next day but we received a message from our amazing concierge Christian. Christian made our vacation so easy and relaxing and was honestly one of the best parts of staying at the resort. He went out of his way to reach out to us every morning and sent us a list of the daily activities and restaurant hours. He also met with us first thing the day after we arrived to book all of our a la carte reservations. He also offered to book excursions and spa appointments, Bali beds, and anything else we might have needed. He also booked us the sunset cruise that was included in our room which was amazing! Christian went out of his way to check in on us and say hello anytime he saw us around the resort. He always had a smile and was willing to go above and beyond. His amazing service made it even harder to leave the resort because it felt like we were leaving a friend behind. He even messaged us after we had checked out just to check in and make sure we had arrived at the airport safe and sound. We had also asked him in for a bottle of wine in our room and he gave us chocolate strawberries with it as well which was so nice. The resort itself was beautiful. The service at the pool Bali beds was amazing as well as at the Beach club beds. Jose, a server at the Capella restaurant was also amazing and so friendly! We really enjoyed all aspects of our trip and would love to come back. We also loved seeing Daisy the cat around the resort and loved that she was well taken care of by the resort and had her own bed. Thank you Paradisus staff for making our trip so wonderful and thank you so much Christian for all you did for us. Paradisus Cancun is very lucky to have someone as great as Christian working here.
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Review collected in partnership with this hotel
Date of stay: March 2025
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
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 Manager, Owner at Paradisus Cancun
Responded 4 days ago
Dear Michael, Thank you for taking the time to share your review. We are delighted to hear that your stay in the reserve section was an amazing experience, with our team providing a quick and smooth check-in to start your vacation on the right note. It is wonderful to know that Christian, your concierge, made your vacation relaxing and easy by being proactive and attentive to your needs, embodying the luxurious and mindful service we strive to provide. The sunset cruise, a highlight of our Destination Inclusive® offerings, seems to have left a lasting impression, and we are glad you had the opportunity to enjoy this serene and harmonious experience. Our goal is to create an inviting and elegant atmosphere, so we're pleased that you found the resort beautiful and the services, such as pool and beach club, to be excellent. We are also happy that you appreciated the care we provide for our feline friend, Daisy, as we are respectful and mindful of our tropical environment and its inhabitants. We regret to hear you had to leave, but it's heartwarming to know that our staff, especially Christian, made your departure memorable by ensuring your safety even after your stay. We hope to welcome you back for another memorable experience. Best 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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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 18 Jan 2025
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...
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.
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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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Lagoon side is quite lively at night. There are music venues which run late into the morning hours and sleep was spotty due to loud music. At times you can also feel the vibration. If you are a night owl, stay on the lagoon side. If you are an early riser, I recommend the oceanview rooms where you will get some rest.
There are more places to choose from in the Cancun area.
PRICE RANGE
AU$628 - AU$988 (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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