Crown Paradise Club Cancun All Inclusive

Very disappointing — I would not return

We are currently staying at Crown Paradise Club Cancun, and unfortunately, our experience has been very disappointing.

The most serious issue for us was a major failure to protect our personal booking information. Sensitive details relating to our reservation were compromised, and we were subsequently contacted directly on our personal number by scammers attempting to extract money from us. When we raised this with the hotel, we were extremely concerned to find that they seemed to show very little interest in what had happened. There was no meaningful apology and, despite the obvious distress and inconvenience caused, not even an offer of compensation or a gesture of goodwill for what appears to be a serious security failure. Knowing that strangers had access to details about our stay was extremely unsettling, particularly while we were actually on holiday.

Misleading star rating

Another major issue is that we feel misled at the time of booking. Various UK travel websites were advertising this hotel as a 5-star property, which was a significant factor when deciding where to stay. We have since discovered that the hotel is now classified as a 3-star property.

Had we known at the time of booking that this was a 3-star hotel, we would never have chosen it, particularly at the price we paid. The difference between a 5-star and 3-star property is substantial in terms of expectations, standards and value for money. Given our experience here, the current 3-star classification feels far more reflective of the hotel.

Unfortunately, the problems didn't stop there.

The room we were given was shabby and in need of refurbishment. We had broken sinks, damaged doors and issues with the locks, which is not what we expected considering the price we paid for this hotel.

We were also told at check-in that losing our all-inclusive wristbands would result in a $100 replacement charge. Quite frankly, this is shocking. Charging $100 for a replacement wristband seems excessive and left a very poor first impression.

The buffet food is another major disappointment. The quality and choice are poor, and we have found the food very difficult to enjoy. The à la carte restaurants are slightly better, but if you're travelling with children, the choice is quite limited.

The pool side entertainment is okay if you like water polo and bingo, but the evening entertainment is non existent. Also, there are no computer for the kids to play as advertised on the website.

There are positives. The waiting staff and bar staff have generally been excellent and are one of the better aspects of the hotel. The location is also very good, with easy access to the beach and the wider Hotel Zone.

However, these positives aren't enough to outweigh the negatives for us. For what this hotel costs, there are much nicer resorts in the Cancun Hotel Zone offering better rooms, better food and a standard much closer to what we expected when booking what was advertised to us as a 5-star hotel.

We came here expecting a relaxing holiday and, instead, have had to deal with the stress of our personal information being compromised, a lack of concern from the hotel, disappointing accommodation and poor food.

We would not return to Crown Paradise Club Cancun and would strongly recommend researching the hotel's current star classification and recent reviews before booking.

Excellent family resort. Food is good to excellent at all locations. The staff is focused on guest satisfaction.

Family of 5, 10 night stay

We stayed in the split‑level family apartment that sleeps up to seven and is only available on the ground floor. We requested a late checkout from 12:00, but none were available because these rooms are in high demand. The room had a safe and two TVs. There was no kettle, but a coffee machine was provided and worked fine for heating water. The room was clean, and any small faults were fixed quickly by maintenance.

Dining. The main buffet restaurant serves all meals, and the fish restaurant opens as a quieter breakfast overflow option, which we preferred. Food variety was good for picky eaters, though going later meant queues and fewer choices. There are five à la carte restaurants for dinner, bookable from 11:00 on the day through their website. During peak season, most slots were gone by 11:05. Our favourites were the Italian and the Steakhouse.

Pools and slides. The kids enjoyed the pools and the little ones liked the slide area. There are pool games daily like volleyball, water polo and bingo.

Shows The kids enjoyed the Disney and Michael Jackson show, that started at 9. They do karaoke also.

Aqua world. We were told there were complimentary (non motor) activities to do. When we went we were told the instructor had finished and to go back a different day. We did the parasailing and the jungle speed boat tour through the mangroves with snorkelling. When booking more than one activity they make discounts on prices. Be aware of the environmental charge, per event.

Transport I would recommend the buses that came regularly and were very cheap, be aware of the prices as the drivers don’t give change unless you wait or ask sometimes. It was £2.50 for a family of 5. We did use Uber once and it was £30 for a lift to the Cancun city market.

Prices For a lot of tourist type items, be prepared to haggle or to look around as a lot of items are marked up. I would not go to the Go Mart which is outside the hotel, the Walmart was much cheaper but is not close.

Sun lotion Take plenty as it priced at £30 per 100ml bottle out here.

Day trips We did the swim with turtles and Cenote swim, near Tulum which was amazing. Take a waterproof camera or GoPro if you have one.

This is a solid mid‑range hotel that’s very well suited for families. We had a fantastic time and would happily return. Staff were helpful, though there were occasional miscommunications in English.