Paradisus Los Cayos

We’ve been to over 40 all-inclusive resorts in Jamaica, Mexico, and the Dominican Republic, as well as the old Sandals in Port St Lucie, Florida, and more than a dozen cruises. We know resort travel. We’ve just come home from one of the worst family vacations we’ve had. The beach was great, the facilities were modern, and the staff were friendly. We chose Royal service, but it’s almost two hours from the airport, and that would have been okay if the property had lived up to the hype. Food was the biggest problem. Apart from made-to-order omelettes at breakfast, nothing was worth bragging about. The meat was tough, chewy, and tasteless, food was served lukewarm, and having to argue with waitstaff for extra items at the à la carte restaurants was frustrating every day. They never changed our beach towels, so we had to take them back to the room to dry on the balcony. The sheets weren’t changed unless we made a big deal about it at the front desk. Hot showers were only available around 5 to 5:30; otherwise they were cold or semi-lukewarm. Wifi worked some of the time. I understand this is Cuba and expectations need adjusting, but the price should come with some level of service. I’d recommend staying far away from this property.

We expected possible food issues because we knew we were going to Cuba, but we weren’t prepared for this horror. I find it extremely strange that people give this hotel good reviews. There was no service at all. The rooms were new but filthy, the sheets weren’t changed, towels weren’t provided, and there were cockroaches and bedbugs everywhere. The pools were dirty, and swimming in them felt unsafe for our health. Food was another disaster: almost nothing to eat, and what was available was spoiled and covered in flies. Bring medicine in case of food poisoning. There were far too many mosquitoes and insects, and nobody did anything. You couldn’t stay outside because the bites all over your body were beyond description. Inside the room was disgusting too. One of the biggest shocks was manager Rafael, who seemed to hate children and didn’t know how to speak to guests. Instead of addressing the hotel’s service problems, he just yelled at visitors. They clearly don’t understand hospitality or customer service here. I absolutely don’t recommend this hotel.

The beach was fantastic, and I went every day. The water was very clean, there were lots of chairs and umbrellas, and plenty of daytime activities. The gym was also very nice compared with other gyms I’ve seen around Cuba. It was clean, well equipped, and opened daily at 7 AM. The entertainment was fun and exciting, with something different every night. Food was amazing at both the buffet and à la carte restaurants, with lots of variety and flavors. I was greeted by a friendly butler when I arrived. He showed me to my room, gave me a tour, and was happy to offer advice and suggestions. My butler for the week made sure I had restaurant reservations. I had a first-floor swim room, which was very clean, and the water and showers worked perfectly. The maids cleaned and made the bed every day. Bartenders in royal service were fantastic. Try the amaretto sour. Reinier, the hotel’s second manager of food and beverage, went above and beyond, whether I needed salt or a special recommendation for dinner. He worked hard, paid attention to requests and details, and made sure I was well fed all week. The resort was in mint condition, with staff working around the clock to keep the grounds beautiful. The atmosphere is stunning, and it exceeded my expectations. It’s about an hour and a half from the airport. Upgrading to royal service is highly recommended, though I’m sure guests in reserve service or regular rooms can be pleasantly satisfied too. I’d say this is probably one of the best hotels in the area. If someone gives it less than five stars, they’re being very picky; if they want something better, they should pay more and go somewhere else. You get what you pay for, and here you get a lot for the price.

We’ve been to this resort four times and hope to return soon. Our butlers, Yoana and Janhna, went above and beyond to make sure we had everything we needed. Gretta took care of our room and left us notes that made us feel special. We got to know Noeli at the pool bar, and she was amazing. I didn’t catch the name of the lobby bar bartender, but he introduced us to an Ameretto Sour. The cooks and servers at the Royal resturant were wonderful, especially Daimara and Deiki. Norma at the kids club looked after our kids like they were her own.