Taking one star away from my stay at Paradisus. We booked the Reserve experience, but unfortunately, our concierge never showed up for three days of our stay. Every amenity is accessible or booked via this concierge concept, and we struggled to make manual bookings. As a result, most of the extra amount spent towards the Reserve was not worthwhile for us.
Additionally, the Reserve offers late checkout at 2 pm, but we were asked to vacate the room by 12. Saira from the front desk was the one who called. We repeatedly mentioned the Reserve promises, but she insisted that this was something we needed to clear with Expedia. She also responded with a firm tone, saying, "How is that related to leaving the room? Leave the room right now, or we will charge you 75 USD for an extended stay," when we explained that most of our services under the Reserve were denied to us, including the concierge and 2 pm checkout. She mentioned, "This you need to manage with the operator (Expedia), and we are not responsible for this," which was a bit surprising to us since the Reserve concept includes this facility among other things. Due to the absence of a concierge, we missed out on to Nichupté Lagoon as well.
It seems that booking through Expedia, especially for the Reserve, may result in an underwhelming experience. Perhaps booking directly with the hotel would ensure that the Reserve guarantees are fully honored.
