4/10 Poor
Clarisse F, Bartlett
Travelled with family
12 June 2025
Liked: Cleanliness
Not as it once was. The bell hop and restaurant staff, even by the pool are amazing, hardworking, and helped the customer experience.
The Reserve concierge staff, are not a good fit for their roles. Luis is the one to welcomed us, thay really soured oir experience. He lacked enthusiasm and was rude. When you asked him for help, he was condescending and treated you like a bother. Cynthia, who was supposed to be our private concierge, lacked anticipation or the desire to even help you. She didn't give us a tour of the resort and had crappy attitude overall. We questioned what was the point of upgrading to The Reserve experience if the concierge staff have poor service, empathy, or desire to help give a warm and pleasant experience. Cynthia talked to us like we were being commmanded and she had zero hospitality. Her WhatsApp messages were very automated and she had no grace or consideration in person. She knew it was a family vacation and she ignored all the useful insights to help make our stay memorable. This is our 3rd Paradisus line booking and due to Cynthia and Luis, we will never book with Paradisus or Melia again. Why would you advertise a Luxury and memorable experience when you can't even have a concierge team that actually wants to help. They should promote the staff from the pool like Alfredo or servers at the Hadar loke Ernesto, Nelvia, and Jorge, as they know how to provide a great customer experience and makes you feel welcome.
Clarisse F
Stayed 3 nights in Jun 2025
