Paradisus Cancun

Where do I even begin? We booked this trip with high hopes and an even higher bill, expecting a 5-star paradise. What we got was a 1-star comedy of errors that would’ve been funny if we weren’t the ones paying for it. *The Room: A Moldy Disco Party We paid extra for an "ocean view exclusive room"—what a joke. The view was more "loudspeaker central" than "tranquil ocean." Every morning, we were blasted awake by loud music from the activity site below. Want to rest at night? Too bad! The in-house entertainment echoed right into our room until late. And let’s not forget the delightful aroma of mold. I half-expected a mushroom farm to pop up in the corner. *The Food - A Culinary Tragedy: 1. Reservations – Chaos with a Side of Queue: Want to eat at one of the “exclusive” restaurants? Be ready to queue up like you’re trying to buy concert tickets in 1995. There’s no online system—just a sweaty, long line between 10 AM and 4 PM. By the time you get to the front, your patience has already left the building. We tried five restaurants, but each one was a bigger disappointment than the last. Eventually, we gave up and settled for the chaotic walk-in buffet. 2. Dietary Restrictions – Danger Zone: This hotel is a complete nightmare for anyone with allergies, dietary preferences, or religious restrictions. The buffet and food stations lacked clear labeling, so every meal felt like a game of Russian roulette. Are you Muslim, Jewish, vegetarian, vegan, pescatarian, or just someone with a peanut allergy? Too bad! For example: - At the taco station, beef, chicken, and pork were cooked *on the same grill, * with zero separation. Cross-contamination was the special of the day. - There were no clear ingredient lists for dishes. Someone with a nut allergy would have no idea if they were about to eat something dangerous. - If you're vegetarian or vegan, your options are limited to wilted lettuce or overly sweet fruit. If you're a foodie like me, listen to this: I ordered Chilean Basa with risotto. What arrived was a mystery fish and something resembling risotto but made with wheat. Wheat! 3. Quality – When Basic Goes Bad: Even basic food was a disaster. Pizza—usually the safest option—was naan bread with cheap, rubbery cheese. Burgers tasted like soggy cardboard, and chicken wings were drowned in a pool of overly sweet sauce. My pizza-loving kid couldn’t eat a slice—twice! Tacos, in a Mexican hotel!, were a mess, and even the salad bar somehow managed to feel depressing. 4. Walk-In Buffet – The Hunger Games: With a hotel that boasts a 5,000+ guest capacity, there’s *one* buffet for walk-ins. The wait for a table was 15-20 minutes minimum, and once inside, it was crowded and understaffed. To make things worse, food labels were gathered behind the dishes, leaving you guessing what you were eating—and whether it would kill you. * Entertainment - A Masterclass in Boredom: We chose this hotel expecting endless activities for our family, especially our 11-year-old son. What we got instead: - Activities that were poorly planned and started late (if at all). - No variety—one dull activity at a time. - Zero announcements for changes/canceled activities, leaving us waiting aimlessly. - Rainy days were especially bleak. With no indoor activities for adults, we were left sitting in our damp, noisy room, wondering what on earth we paid for. - Nighttime shows? Imagine cramming 5,000+ guests into a 30-seat venue to watch a 1-hour show that felt like a middle school talent recital. If you didn’t feel like standing in a crowd, your only option was to sit outside in the dark, waiting for the noise to end. * Pool & Beach - A Game of Musical Chairs: The pool area was overcrowded and unclean. Unless you woke up at 7 AM to claim a chair, you will have hard time. The pool itself wasn’t much better—my son refused to swim after seeing floating debris in the water. Thankfully, Cancun beach was turquoise clean, peaceful, and free. * Staff - Trying Their Best but Overwhelmed: The staff was kind and polite, but it was obvious they were severely understaffed. They couldn’t keep up with the demands of thousands of guests, so service was slow and inconsistent. * Final Thoughts: This hotel doesn’t deserve its 5-star rating or the outrageous prices it charges. It’s a logistical mess with terrible food, poor entertainment, and a complete lack of consideration for guests with dietary needs or restrictions. If you enjoy long lines, loud music, and mediocre food, this is the place for you. For everyone else: save your money, your sanity, and your stomach.

There is a reason I’ve been here 4-5 times. The resort is flawless, but the service/ people make the experience perfection. Ensure you go for the reserve section (adults only with butler service). Breakfast and lunch were exceptional with amazing service by the entire crew (miguel, Yamil and many more). The cabana and pool experience with incredible views and luxury cabanas / accommodations (victor/Cesar/ Carlos). Lalo, our butler made our short trip worthwhile. I’ll see you again friends!

Dining at Malva restaurant with my mother, during our stay for 6 nights and 7 days at Paradisus Cancun was one of our top choices for all of our three meals for the day. Why? We really enjoyed the varieties of food at the buffet. The food was well seasoned, not salty, and even the desserts were eye catching. They were delicious and not so sweet. We really enjoyed the balance of the fresh squeezed watermelon juice, green juice that we had with our breakfast.

The staff at Paradisus Cancun are incredible! Kind, courteous, accommodating, and just know how to take care of their guests. From our concierge, Pablo, to our pool deck attendants, Irina, Laura, Asuncion, and Cornelio, all treated us with top tier service and kindness. My only complaint was that our room was older and more dated than I expected. The resort is clean and welcoming. Thank you to the staff at Paradisus Cancun!

My experience with this hotel has been incredibly frustrating. I booked my vacation package directly through their website and made a simple request to extend my stay by one day and upgrade my room—something I was more than willing to pay for. Despite being assured over the phone that the changes would be processed, it has been five weeks with no resolution. I’ve called and emailed almost daily, only to receive vague promises that my request is "in a queue" or that it’s "not a priority because it’s voluntary." This is unacceptable, especially with my honeymoon just two weeks away. The lack of accountability and poor communication has made what should be an exciting time incredibly stressful. Instead of addressing the issue, their responses have been dismissive and unhelpful. Even after posting my initial review, there has been no meaningful progress. I am begging for this to be corrected so that we can move forward and enjoy our trip. UPDATE: Ten days after my first review, and still no resolution. I’ve continued to call and email with no success. This hotel’s customer service is truly one of the worst I’ve experienced.