Paradisus Cancun

We stayed at Paradisus Cancun for one week in a Sunset View Family Concierge Suite and, overall, had a fantastic stay.

A very special mention must go to our Family Concierge, Fernanda, who was truly amazing. She went above and beyond throughout our stay to make everything as stress-free as possible. She arranged restaurant bookings, Bali beds, room changes and extra beds, and was always available to help with any request. Her service was exceptional.

The food and drinks were also excellent. The cocktails at Ginger Bar were fantastic, and the bartenders genuinely take the time to make sure every drink is perfect. The tacos at Blue Agave were particularly good (a very special thank you to Atilano who was a fantastic and helpful waiter), and we were pleasantly surprised by the buffet — fresh food, plenty of choice and consistently good quality. The pools are also very well designed, with a dedicated kids' pool at one end and an adults-only pool at the other.

A special thank you to the bar and Bali bed team — Francesco, Giovanni, Ana and Hermes — who looked after us every day and made us feel very welcome.

We also booked the private dining experience at The Winery, which comes at an additional cost but is highly recommended. The $80 per person minimum spend was worthwhile for a peaceful, private dining experience with your own host and waiter. You can also order from the steakhouse or Italian restaurant, making it a fantastic option for a special evening away from the busier main restaurants. Thank you to Luis and Odon for making this such a memorable experience.

One major negative, however, was the Circle by Meliá marketing presentation.

We were encouraged by Raul (who was super energetic and helpful to us throughout our stay) to attend in exchange for an incentive. We were initially hesitant because we have experienced similar presentations at other resorts, but we were assured that there was no obligation to sign up for anything and that it was simply a marketing presentation.

Unfortunately, that was not how the experience turned out. After listening to the presentation, we politely explained that we did not want to commit to a multi-year financial membership because we prefer the flexibility of booking boutique hotels and Airbnb. The manager, Karen, then approached us in an extremely aggressive and confrontational manner. Rather than trying to understand our reasons, she immediately asked, “Why don't you want to save money?” When we explained our preference for flexible travel, she dismissively responded, “Eurgh! That is not a holiday, when you have to clean or cook yourself.”

When we politely but firmly declined, she stood up and said, “I knew you would waste my time the moment you stepped in,” before walking away without even thanking us for our time.

We were genuinely shocked by this behaviour, particularly at a resort that positions itself as a luxury property. Even Luis (who gave the initial presentation) appeared uncomfortable with what had happened afterwards. The experience completely overshadowed what had otherwise been an excellent stay, and we have since submitted a formal complaint.

Our recommendation would be simple: enjoy Paradisus Cancun, but think carefully before accepting any incentives to attend the Circle by Meliá presentation. The presentation was not what we were led to believe it would be, and the way we were treated when we declined was unacceptable.

Aside from this incident, we would absolutely recommend Paradisus Cancun. The resort itself, food, drinks, facilities and — most importantly — the staff we interacted with were excellent. Fernanda and the wider team made our holiday genuinely special. Unfortunately, the experience with the Circle presentation has left a very negative impression of the Meliá brand and would make us think twice about staying at another Meliá property.

The food selection was excellent, especially for those with dietary restrictions. As a vegan, I greatly appreciated that many of the restaurants accommodated my needs, and the dedicated vegan section at the buffet was wonderful. Our butler, Erick, ensured we were well taken care of and that all of our various needs were met. We also loved the coffee shop in the "Reserve" area, which we visited every morning and evening. Julia, Gemma, Cesar, and Cinthia were highly attentive and always remembered our names and coffee orders.

The reserve pool was exceptional, clean, and quiet. We appreciated having a dedicated cabana each day, which allowed us to spend hours reading, enjoying the pool, and taking in the wonderful weather. Francisco, Arnulfo, Jesus, Cinthia, David, Valeria, Luis, and Juan Carlos provided excellent service poolside.

Our room was amazing, clean, and beautifully designed, and it was clear that it was well-maintained throughout our stay. Every staff member we encountered was incredibly friendly, welcoming, and attentive.

The entire resort exceeded our expectations. Thank you for a wonderful stay.