r/AllInclusiveResorts

We stayed at Paradisus Playa del Carmen from September 6–11, 2026, with our family. The resort is beautiful and many staff members were pleasant, but two unresolved issues left us disappointed.
The water park was closed for our entire stay
The water park was one of the main reasons we chose this resort, especially because we were traveling with children. It was completely closed for all five nights, and we received no advance notice before arrival. Had we known, we would have seriously reconsidered booking this property.
We raised the issue with the resort and escalated it to its Insights Services team. They offered a complimentary Swim-Up room upgrade and Family Concierge access, which we appreciated, but neither replaced the water park experience our children had been looking forward to. Despite multiple attempts to resolve the issue, the resort refused monetary compensation.
The resort later claimed that information about the closure had been communicated to the travel distribution channel (Costco) before our stay. However, we never received that information. I have asked the resort to clarify exactly when and how the notice was sent.
Sunglasses missing from our room
A pair of Prada sunglasses went missing from our room. We reported it, and the resort conducted an internal review, but it could not establish what happened and declined reimbursement. This issue remains unresolved.
We are now pursuing the water park complaint through Costco Travel and our credit card issuer.
Advice to other families:
If the water park is an important reason for booking this resort, get written confirmation of its operating status for your travel dates before you commit.
Has anyone else stayed here recently or dealt with a similar amenity-closure complaint, especially after booking through Costco Travel? I’d appreciate hearing about your experience.

My husband and I had an incredible vacation at Zilara Cancun last week. The resort is gorgeous, everything was super clean, and the service was amazing. The vibe is relaxed, mostly couples in their 30s- 50s. Lots of pool side activities during the day. Mild lobby entertainment in the evening, we enjoyed it as we just wanted to relax. Highlights sports bar was where the party was happening.

We booked direct with Hyatt and added their airport transfer service. They used Amstar, easy to find them outside, and it was a private transfer with drinks. We were at the resort in under 30 mins. Charge was $120 round trip.

Check in was quick, in an enclosed, air conditioned area. They gave us cold towels and welcome drinks. We loved that they do not tag you like cattle with a tacky plastic bracelet. We upgraded to a higher floor, worth every penny, the view was outstanding. Watching the sunset with a latte was a morning ritual. Room was huge, just under 700 sq ft, and it was cleaned twice daily. Housekeeping was very thorough. Fully stocked mini bar with snacks, refilled daily. The balcony hot tub was like our own little private pool. We used it often.

Food was the best we've had at an AI. Some standout dishes were the fruit soup dessert at Silù and the Sonoran Rib Eye in Aguachile at Bugambilia. Breakfast buffet was excellent. Drinks were tasty, they had pretty much all the liquor brands you would want. They'll make you anything but def try their menu drinks, super tasty. My one food complaint is the "orange juice" served outside of breakfast hours. During breakfast, the orange juice is fresh squeezed and delicious. Outside of breakfast it's tang. It was so jarring because everything else was real ingredients, and then there's this orange drank that I would expect at summer camp.

We did the Casa Abelita cooking experience and it was the highlight of our trip. It was a lot of fun and Brenda and Carlos are fantastic. We lucked out and the other couples that booked were awesome. Glad we booked early in our trip as we hung out with them frequently afterward.

Great beach, minimal to no sargasso. We went in the ocean daily. Very easy to find chairs. Loved the pool, great service and drinks, but getting a chair could be a challenge. They need more of them and less paid cabanas. The paid cabanas are great with excellent service, we booked one and enjoyed the day, but there are a lot of them and it cuts into space for the free chairs. The good news is that they enforce the no towel game rule and will remove towels from unoccupied chairs. And the chairs themselves are super comfy, with super thick padding. I was fearing the heated pools, it seems to bizarre in a tropical environment, but I kinda get it now. The pool was warm and got warmer as the day went on but it was never too warm, or uncomfortable. When we wanted a cool dip we used the balcony hot tub.

Spa was great. We did the hydro therapy circuit, a massage and manicure. Strongly recommend checking out the spa. We ambitiously brought work out clothes as they have a lot of great classes, but didn't use them at all. Spoke to a few people who did and they said the gym was fantastic. We had a view of the gym pool from our floor and it looked great. It was a popular spot during sunset as it overlooks the lagoon.

All that is amazing on its own but the best part and what really made our vacation shine were the people. All the staff seemed genuinely happy to be there. Interactions were relaxed and unforced, everyone had a smile, it was just really chill. We will return, it was the best vacation of our lives.