Ratings based on 2,519 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.1 Hotel condition
AARP Travel Center Verified Reviews
by A verified traveler
Posted Mar 27, 2024 on Expedia
Wonderful time. The only criticism is there are not enough outlets in the rooms.
Comment from Hotel Management
Mar 27, 2024 by Guest Service Center Management, Hotel Management
Dear Guest,Thank you for this feedback.We're absolutely delighted to hear that you appreciated our impeccable room cleanliness and the dedicated service provided by our team. Regarding the number of outlets, we hear your feedback loud and clear. While our rooms are designed to be harmonious and mindful of our guests' needs, we understand that in today's connected world, having ample outlets is important. Rest assured, we will take your comments into consideration as we continuously seek to improve our guest experience.We hope to welcome you back. Best wishes,Guest Service Center Management
by A verified traveler
Posted Mar 27, 2024 on Expedia
I thought the property was awesome! The plants everywhere were so nice and peaceful. The restaurants were very nice and lots of variety! We had to wait a few times for a table but that was expected around dinner time. The staff was very nice and always there when you need them.
Comment from Hotel Management
Mar 27, 2024 by Guest Service Center Management, Hotel Management
Dear Kayla,Thank you for taking the time to share this feedback.It is delightful to hear that the lush greenery and peaceful ambiance of our tropical oasis contributed to a harmonious stay. We are thrilled that the variety and sophistication of our dining options met your expectations, offering an inviting array of choices for every palate. Our heartfelt thanks for acknowledging the respectful and attentive service provided by our team, ensuring a carefree and enjoyable experience.We understand that during peak dining hours, a short wait can be anticipated, and we appreciate your patience and understanding in these moments. Rest assured that our aim is to provide seamless and efficient service at all times.All of the team hope that we may be able to see you again in the future. Kindest regards,Guest Service Center Management
by A verified traveler
Posted Mar 27, 2024 on Expedia
Very large property, under staff. Was not given the room I paid for. The room was dirty beyond belief. Class on the floor, leaking faucet. The front desk staff is not very helpful, if you ask to speak to a manager he stays behind doors never faces or is willing to speak to the customer. Is not just a complain, a manager is supposed to be a problem solver in a hotel of the magnitude. Disappointed by Meliá definitely expected more from this company.
by A verified traveler
Posted Mar 27, 2024 on Expedia
Our bathroom smelled like throw up and there was banging/construction during the day. I got food poisoning from the breakfast buffet and your gift shop charged me $40 for Dramamine.
by A verified traveler
Posted Mar 25, 2024 on Expedia
Our stay overall was good and the staff for the most part was nice and welcoming. 1st night upon my wife taking a shower, half of the room and into the outdoor hallway flooded with water, overflowing outside the shower door unknowingly. The shower door seal was not working and the drain was slow draining. We called the desk 2 times and waited an hour till someone showed. The rooms need some serious attention on the non reserve side. However, they made it right and gave us reserve access for the rest of the week and changed rooms the next day. The air conditioning puts way too much moisture into the room causing everything to be damp. Clothes felt damp and moist. The floor was also damp as a result of this. We kept our patio door closed at all times to keep it from being worse. This is a common complaint here as we knew but was hoping to get a room where the old a/c had been replaced recently. Now the good stuf...Our concierge eduardo was awesome and attentive to our needs. Worth every dollar we tipped him with at the end of the week. The buffet food has plenty of selection for every appetite. Pool staff is responsive but very busy as well. Beautiful hotel and great layout. Our second stay here in 4 years but may give another place a chance next year.
Comment from Hotel Management
Mar 26, 2024 by Guest Service Center Management, Hotel Management
Dear Thomas,Thank you for your review.We are thrilled to hear that the stunning views and our inviting layout contributed to a carefree vibe during your stay. It is wonderful to know that Eduardo, your concierge, provided attentive and inspiring service, embodying the harmonious hospitality we strive for. We also appreciate your compliments on the diverse and delicious offerings at our buffet. On the other hand, we regret to hear about the initial challenges you faced with the shower and air conditioning. While we are pleased to have had the opportunity to upgrade your experience to The Reserve with its luxurious amenities, we understand the importance of every guest starting their stay in the best possible conditions. Please rest assured we are mindful of our guests' comfort and are continuously working on maintaining the sophisticated elegance of all our accommodations.We hope that you will return on a future occasion. Best regards,Guest Service Center Management
by A verified traveler
Posted Mar 25, 2024 on Expedia
Wonderful Ocean View!
All staffs are very kind!
Comment from Hotel Management
Mar 25, 2024 by Guest Service Center Management, Hotel Management
Dear Sung Soo,Thank you for taking the time to share your review.We are thrilled that the ocean views captivated your senses, offering that harmonious connection with nature we are so proud of. Our team is over the moon to hear that their kind service contributed to the inviting atmosphere we strive for. While you rated room cleanliness and hotel condition at 80%, we continuously aspire to elevate every aspect of our guests' stay, ensuring it is nothing short of luxurious and elegant. Your feedback is essential in this sophisticated journey of improvement.We hope to welcome you back for another memorable experience.Best regardsGuest Service Center Management
by A verified traveler
Posted Mar 25, 2024 on Expedia
Food quality was below expectations at buffet. The wait for other restaurants way too long and poorly organized system. Pool cleanliness not as desired.
Comment from Hotel Management
Mar 25, 2024 by Guest Service Center Management, Hotel Management
Dear Jelena Ivanovic,Thank you for taking the time to share your review.We regret to hear that our buffet did not align with your expectations. We take pride in our diverse dining options and are constantly mindful of our food quality across all restaurants. Additionally, we are committed to maintaining a harmonious and clean pool environment for our guests to enjoy the tropical essence of our location. Rest assured, we continuously aim to provide a sophisticated and elegant experience that immerses our guests in nature and encourages an appreciation of our environment.All of the team hope that we may be able to see you again in the future. Kindest regards,Guest Service Center Management
by A verified traveler from Laguna Niguel
Posted Mar 25, 2024 on Expedia
Paradisus Cancun is an absolute gem in the heart of Mexico's Cancun. Although checkin process was lengthy but from the moment I arrived, I was greeted with warmth and hospitality, setting the tone for an unforgettable stay. The resort's lush tropical surroundings create a true sense of paradise. My accommodations were so great and spacious, boasting breathtaking views of the Caribbean Sea. The dining options were exceptional, offering a tantalizing array of culinary delights. What truly sets Paradisus Cancun apart is its unparalleled level of service, where every staff member goes above and beyond to ensure a memorable experience.
Comment from Hotel Management
Mar 25, 2024 by Guest Service Center Management, Hotel Management
Dear Hooman,Thank you for taking the time to share your review.We are thrilled to hear that our lush tropical surroundings enveloped you in a sense of paradise, harmonious with the natural beauty of our location. Your commendation of our spacious accommodations with those unbeatable views of the Caribbean Sea is greatly appreciated, offering the kind of luxury and elegance we strive for. It is delightful to know that our array of dining options provided a sophisticated and inviting experience, immersing you in the diverse flavors we proudly serve. Acknowledging our team's respectful and mindful service fills us with pride, as we aspire to create an inspiring and carefree atmosphere for all our guests.We would love to have you return for another pleasant stay.Best regards,Guest Service Center Management
by A verified traveler
Posted Mar 25, 2024 on Expedia
by A verified traveler
Posted Mar 24, 2024 on Expedia
I wanted to give this place 5 stars. However, I cannot as it was not quite as advertised. We booked a Junior Oceanview Suite.The suite had very old furnishings, an improperly functioning cooling system, and poor ventilation. The kitchenette was bare with no cups, no coffeemaker, no utensils, and an old faucet with only cold water. Although the view of the ocean was beautiful, there were no seats on the longer of the two balconies adjoining the dining room from which to sit and enjoy the view. The indoor common space was unique with its greenhouse motif, and the outdoor pool and beach spaces were well-kept with great views. The food was very good and the staff at the Buffett and breakfast restaurants was great. Specifically, our servers Nacho and Francisco, were especially fantastic.
Comment from Hotel Management
Mar 25, 2024 by Guest Service Center Management, Hotel Management
Dear Tanisha,Thank you for taking the time to share your feedback.We are thrilled to hear that the breathtaking views of the ocean provided a harmonious backdrop for your stay and that our serene outdoor pool and beach spaces met your expectations, offering a carefree and inviting atmosphere. It is also inspiring to know that our culinary offerings delighted your palate, and we are grateful for your shout-out to Nacho and Francisco for their exceptional service.However, we are truly sorry to hear that some aspects did not meet the luxurious and elegant standards we strive for. While our Junior Suites typically boast a sophisticated array of amenities, including minibars and in-room coffee and tea service, it appears we missed the mark during your visit. We highly value your feedback as it helps us maintain a mindful approach to our guest experience.Rest assured, we are committed to providing an exceptional stay for all our guests, and we are glad that, overall, you found our hotel's ambiance and dining to be of high quality. Remember, our Destination Inclusive program and The Reserve's refined adults-only areas are always here to elevate your next visit.All of the team hope that we may be able to see you again in the future. Kindest regards,Guest Service Center Management