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Not up to scratch

We had a one night stay at the hotel and decided to upgrade to the Executive room. Check in was fine, however on arriving at the room we noticed that there was no Tassimo machine, just a normal kettle with instant coffee, and only one bath robe had been supplied. The Paradise Hotel website clearly states that an Executive room comes with a Tassimo machine and two bathrobes. We notified reception of the issues and they offered to refund us 10 euros for the inconvenience.
Dinner was ok, however the breakfast the next day leaved a lot to be desired. We arrived for breakfast around 9.30am and found that there was no sausages and no fried eggs left, the coffee was luke warm and the remaining teabags had been soaked with water so we couldn’t use them, not sure why they were left near the hot water dispenser in the first place.
We’ve stayed at the Paradise Hotel a few times but this time round the standard of service wasn’t up to scratch. We will think twice about returning to the hotel again.

Our Response

Dear Francesca, it was a pleasure to be of service to such wonderful guests again. Thank you for your repeated patronage! I am delighted that you were pleased with the service provided at check-in as this reflects the relaxing, stress-free experience we desire for the length of your visit. We have long believed that it’s all in the tailoring and we regret to learn of any overlooked details such as the Tassimo machine and the robe that should have been in your room. The feedback we receive from our valued, loyal guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We take these matters very seriously as this behaviour is neither reflective of the Paradise Hotel way nor our values. It is clear we need to refocus training on the importance of communication and consistency of services.

We would also like to apologize for your breakfast experience. As you have written, this is not a true representation of our oft-complimented breakfast offering and the level of service we pride ourselves with at The Paradise Hotel. We aim to spoil every guest with a heightened sense of service and have tasked our Operations team to evaluate how to provide this more seamlessly throughout the entire guest experience. We hope that you will return, at which time we will spare no effort in providing you with the perfect visit and regain your confidence in our hotel, our service, and our brand.

Very nice hotel – a bit out of the way though.

In May, it was fairly quiet and we enjoyed our stay at this hotel a lot. We loved our first floor room – it had a huge bathroom, and a small kitchen area. Beds were comfy and clean. Maid service was excellent. No complaints about the accommodations at all. The only downside is that the hotel is a bit out of the way, (which I knew in advance and had planned to rent a car) but we took advantage of the free hourly shuttle and felt we didn’t need a car. However, the last shuttle was at 6pm so if you want to go out later, you’d need a taxi. Hotel staff were all very friendly and helpful.

Our Response

Thank you for sharing your experience with us Alec! We are delighted you enjoyed your stay at our Paradise Resort.

Our team truly takes the utmost pride in delivering quality customer service so we’re thrilled to hear you were able to experience it firsthand and that you enjoyed our spacious and spotless rooms with all the comforts of home.  Ours is a beach hideaway, offering a truly unforgettable, serene vacation and stunning views of unspoiled white-sand beaches, warm turquoise waters and lush tropical gardens – a true escape from the chaos of the modern world, and creating a perfect backdrop for beautiful photos. Here at the resort, we want our guests to feel comfort throughout their stay so the personal touches like fetching taxis after our last shuttle, are our way of thanking you for choosing our hotel.  We are enjoying summer days of temperatures in the high 80s, certainly perfect beach weather, so please do let us know when you’re ready for another luxurious and relaxing stay with impeccable service. We will ensure that your next trip to our enchanted property is just as lovely as your last!

Excellent Choice

I have stayed at a number of Paradise Suites over the years. The Paradise Suites Danville has got to be the best ever. Everything I expect from a hotel was found here. From check in to checkout there was nothing to find fault with. The two young men at check in assured me all requests would be met. I had to change rooms and the change went smoother than expected. I just wanted a tiny bit quieter area. They were both very pleasant and accommodating. Evening reception was orderly and quiet. And this was on Friday evening. Morning breakfast was handled by a most attentive staff. Future visits to Chicago will have me returning to this hotel.

Our Response

What a glowing review Liz! We are so delighted you had such a great experience at our Paradise Suites Danville and truly honored that you considered it as “the best ever” of all Paradise Suites. It means a lot! Your kind words about our beautiful property and our fantastic staff have left us humbled. Thank you very much! Our team is passionate about their work and ensures every detail of your stay is top-notch. We thank you for allowing us to relocate you to a quieter area thus resolving the issue while still at the hotel, and we are pleased that this gesture helped to compensate for the inconvenience. I’m thrilled you enjoyed our breakfast offering (I personally love the breakfast – the selection is brilliant, the food delicious and it’s the perfect recipe for a good start of your day!) And, with our enviable central location, we are a great base for our leisure travelers and our business guests.

Once more, it was a pleasure to have you with us and thank you for making us your hotel of choice when visiting Chicago.

Horrible service

The service was absolutely HORRIBLE!!! I talked to a gentleman when I got there and he said he would be right with me, Ten minutes later a young woman came out to take drink orders and it took her another 25 minutes to deliver the drinks. Mind you in the entire restaurant there were only 2 other tables with customers and 2 people at the bar.then we proceeded to order dinner and by the time we received that the restaurant was closing so then we were rushed. Food was average

Our Response

Thank you for taking a moment to share your experience, Joanie. Ensuring our guests receive friendly and efficient service is of the utmost importance to us. We do regret that your experience with our restaurant associates did not reflect our high standards of customer service and we will share your comments with our team in order to re-emphasize our service philosophy. Our goal is to impress our guests with every dish we serve, so I am disheartened that we were not able to delight you with a more memorable meal.  Furthermore, we are always happy to replace something not to your liking. Our culinary team takes great pride in creating an innovative menu of food and cocktails and while we understand that each palate is unique, we hope we can entice you back to explore other menu options. We do hope to restore your confidence in our normally attentive service and distinctive cuisine.

Long weekend

Hotel is new and clean but a bit lacking in organization. Breakfast was very good but both mornings of my stay it took awhile to get food, coffee ran out and serving staff seemed confused. Hallway noise was very loud both nights I stayed too. Not sure I would stay here again even though hotel is new.

Our Response 

Thank you for sharing details of your visit Rachel. Our leadership team places great value in guest feedback and we thank you for taking the time to share details of your visit. Our aim is for all our guests to enjoy a relaxing, stress-free experience for the length of their visit. Therefore, it is truly disheartening that there were lapses in service and missed opportunities to provide an impeccable stay. While it pleases us that you were impressed with our appetizing breakfast, we are sorry to learn of the overlooked details such as the inadequate supply of coffee and the length of time for the meal preparation. Your feedback provides us with great value and will be used as a training and development tool with our culinary team so that we can ensure others do not share in your experience. Once more, we hope you can accept our sincere apologies and I hope you will reconsider another visit.

Pleasant Surprise

Stayed here for 4 days for the first time and was pleasantly surprised. The hotel was very clean, with a super efficient and friendly staff. The breakfast choices were better than the usual hotel breakfast offerings, the “social” 3 nights a week is great for business travelers, and the laundry machines for guest use were free. The only issues we had were a couple of loud guests going into their room at 3:30 am one night, and 12:30 the other night , but they quieted down so we did not complain to the front desk. Also, the hotel is pet friendly, but they should probably advise travelers with small dogs to keep them supervised and on a leash – since coyotes frequent the area woods and ponds. (We heard them howling one night, and actually saw one run across the road in front of us- from behind the hotel.)
Overall, the quality of the hotel and stay was equal to a much more expensive hotel- and we’ve stayed at much more expensive places that were not as good. We’d stay here again on our next trip to Louisiana.

Our Response

Dear Misty, it was a delight to have you both and we are elated to read that you so enjoyed your first experience with us from start to finish. We thank you for taking the time to share your accolades. Our convenient location as well as impeccable service, accommodations and amenities do make us a very desired hotel. We are happy that you were duly impressed and that we can expect a return visit. Our team is proud of the work we are able to accomplish each day as we raise the standards in service. Every detail is evaluated and executed with intent and care so we are pleased that our breakfast reflected our efforts. The highlight of our work is when we connect with our wonderful guests during our Evening Social and make them feel at home. I’m thrilled you could sense our appreciation for you which certainly extends to our furry friends, and hope you will return soon to continue enjoying the royal treatment you deserve. We will be sure to pass on your advice about the coyotes.

We remain humbled by your praise and look forward to seeing you soon!

Just Say No to This Property!!!

We stayed at this Paradise Hotel a few years ago & found it acceptable, but it has really gone downhill since. The moment we opened the door to our pet-friendly room, we were hit with the overwhelming stench of dog urine. The carpet was disgusting, the furnishings were filthy, torn & shredded & the bed & bath linens weren’t much better. My husband & I slept on top of the sheets & brought in our own blankets & pillows. And to add insult to injury, this particular Paradise charges $10 per pet for a “cleaning fee!” If the room had indeed been “cleaned,” at any time, I wouldn’t mind paying extra, but the stench & grime proved otherwise. We travel extensively with our pets & were told at another Paradise property that under the flag’s new ownership each individual Paradise sets their own pet/pet fee policies. This particular Paradise is one of the few we’ve encountered thus far that charges a pet fee. Prior to the flag’s takeover, we always stayed at Paradise hotels due to the fact that they were consistent about not charging a fee, but we will be staying elsewhere from now on, and definitely never again at this property.

Our Response

Guest comments provide us with a wealth of value and we thank you Jenna for taking a moment to share your thoughtful review. While we hope our central location served you well, we are sorry to read of your concerns with the cleanliness of your room. While our property has received a lot of love throughout the years, our housekeeping staff takes great pride in ensuring that each of our rooms and suites is perfectly detailed to greet both our arriving and returning guests. Your comments leave us concerned as this is certainly not reflective of the first impressions we wish to create and regret you may have been placed in a guest room that had not been perfectly detailed. We will be using your comments to serve as a coaching conversation with our housekeeping team, and while we appreciate that this does not resolve your own experience, we hope you have comfort in knowing that we are taking efforts to ensure others do not share in your experience. Further, we recognize that the pet cleaning fee is frustrating but, unfortunately, this fee is commensurate with industry standards. Rather than building this fee into our rates for all guests, we prefer to include the fee only to those guests traveling with pets.  We’re always interested in gaining feedback on how to increase value for our guests so this fee will be re-evaluated as we seek to consistently refine our offering. You are a valued guest. I hope you will give us another opportunity to exceed your expectations!

Beautiful Hotel but disappointing changes

I have been coming to this hotel for 15 years. There are new owners now and there are some changes that have impacted the character of the resort. Their infinity pool and setting is one of the most beautiful anywhere.
The 4 restaurants offer a good selection albeit rather expensive for Mauritius. There is one Happy Hour in the Lobby bar between 5:00 -6:00 PM every day.The rooms are lovely and most services are very good.
Our housekeepeer, Talia was excellent. Mani pool side concierge has been there for many years and is incredible. He makes everyday special and is always cheery and friendly. Ma’an, Concierge, was always helpful.
However, they have added in the last couple of years a “special class” of hotel guests, Paradise Class Club. It makes the regular guests feel like second class citizens, even those that are Paradise Platinum members. I understand that those staying in top 2 floors in certain rooms are members. The extra amenities and special touches that had been available to all guests and made this hotel so special, are now available only to Paradise Class Club Members. This includes a separate room for breakfast and drinks, mini neck massages, afternoon snacks, bottles water, etc. The best area of the Infinity pool is roped off for Paradise Club Members only. Not at all welcoming to others.

I am a Paradise Gold member and stay at other Paradise Hotels often. This beautiful and very extraordinary hotel has lost a lot of the magic and reputation I’ve come to love over the last 15 years.
I understand some additional changes are coming and perhaps they new management will reconsider this Paradise Class Club in their overall plan.

Our Response

Joaly, thank you for taking the time to review your recent stay at our Mauritius Paradise Beach Resort!
I’d also like to thank you for taking the time to mention our Resort’s amenities and facilities as well as the praise for our wonderful family of Paradise Beach Resort staff members. From the Front Desk team ready to welcome you as soon as you walk through the doors to the Housekeeping team who ensures that your room and our Resort in general, is meticulously maintained and all the other team members involved, we are ecstatic that after 15 years we are still able to thrill and delight you. I will ensure that Talia, Mani and Ma’an are recognized for their constant efforts to please our esteemed guests. Also, we are truly honored that you considered our inviting infinity-edge pool overlooking our breath-taking, pristine beach, as “one of the most beautiful anywhere”. It means a lot!

As we aim to make each one of our guests feel like royalty when staying with us, we were indeed dismayed to read your comments about the other aspects of your stay with which you expressed disappointment. It is apparent that the inclusions for your stay could have been better communicated and clarified to avoid the disappointment you felt about Paradise Class Club and for this we sincerely apologize. It is our expectation that we are consistently providing excellent service and serving quality products to all our guests.

We can’t wait for your next visit for you to experience first-hand all our newest, amazing offerings!

Perfect resort made better because closer to Florida Keys

Large and expansive resort, with albeit small swimmable beach an important bonus. Excellent and friendly service through and through. Closer to more charming Florida Keys town. All rooms are very quiet and have balcony plus ocean view. Walk-able to other great restaurants in nearby resorts.

Our Response

Thank you Zac, for your kind review and for all the gracious compliments you gave regarding your stay at Paradise Resort. Your comments regarding our prime location and stunning accommodations with unmatched views of the Atlantic Ocean were a pleasure to read. It is truly gratifying to be described as “perfect”, as we seek always to provide an indulgent retreat for arbiters of delectable food with the array of restaurants on site. Our location never ceases to delight those of our guests who are adventurous and aficionados of culture.  We thank you for your time and it would be a great pleasure welcoming you back for another remarkable holiday vacation.

Untitled

Breakfast was far below standard expected … eggs were slimy, broken and unpalatable. Buffet not refreshed for half an hour at busy times. Ran out of clean cutlery, hot water (for tea). Restaurant served chilli nachos on the first night, no chilli and the nachos were just a congealed glutinous lump. Room was fine, but noisy wedding party in the function room below meant we had to move from our nice room to one with a view of the car park at 9:30pm on our last night. When will greedy hotels understand and check who will be in rooms and if their function will disturb their guests. Not doing this results in poor reviews.

Our Response

Danny, thank you for your candid review of your recent stay with us. I am disappointed to learn that both our service and food & beverage offerings fell short of your expectations, and our standards. We do always strive to provide an environment in which our guests can relax as we pamper them with delectable meals and exceptional service so I am surprised to hear this was your experience. I’m glad we were able to address the room issue as we were motivated to ensure that you were not disrupted during your last night. We place very high importance on resolving these matters quickly and successfully when we are made aware. I do understand that being relocated from a spectacular guest room with mesmerizing and enchanting views to our last available guest room without a view, was not ideal and somewhat disappointing.  Further, it is evident that the partial refund granted due to the shortcomings and your unmet expectations did not leave you feeling sufficiently compensated. All hotels with function space typically host events and wedding receptions are traditionally hosted in hotels. However, it is regrettable that the wedding festivities were louder than the norm – this is neither standard nor customary. Be assured that I will certainly follow up with the specifics of your visit to ensure that we stay consistent and diligent in serving all our guests. Please accept my most sincere apologies for failing to live up to our reputation for service excellence. I remain disappointed to see that you experienced so many regrettable issues during your visit, and am hopeful you will return and experience the stellar hospitality for which we are known.