6/10
I stayed at Paradisus Cancún and was disappointed to learn during my stay that the hotel is closing soon for renovations—something I wish had been disclosed at booking. The wear and tear showed throughout the property.
Our room's A/C underperformed, and we had a leak from the overhead HVAC system. Maintenance said the pan overflowed, this was right above our luggage. Thankfully, our hard-case bags were closed. I had to place towels and a bucket myself to manage the water.
Service was inconsistent, likely due to being understaffed. There were clear communication gaps between departments, our cabana reservation made days in advance was not honored, and no one seemed aware of it.
While the beachfront location is beautiful and some staff were friendly, the experience fell short of what you'd expect from a resort at this price point. Since the hotel is closing for renovations, this review may not hold long-term value, but I do believe Hotels.com should better inform guests about these situations ahead of booking. You’d expect a hotel with this brand name to take more pride in its current condition.
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