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Paradisus Playa del Carmen in Riviera Maya delivers a child-friendly environment and is often commended for its attentive staff and sparkling cleanliness across rooms and public areas. The hotel boasts an array of amenities, with the family pools and beach being particularly popular, although some guests suggest there's room for improvement.
While the service generally receives high marks for its professionalism, opinions on value and noise are divided, with some guests mentioning disturbances and questioning the cost relative to the experience offered.
Location
Beachfront
Atmosphere
Lively
Rooms
Spacious
Value
Expensive
Cleanliness
Immaculate
Noise level
Noisy
Service
Attentive
Amenities
Top-notch
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The design and comfort of the resort and our room were above average. Overall, the accommodations felt comfortable. However, some areas showed visible signs of aging and could benefit from renovations. Unfortunately, management made several poor decisions regarding the location of a wedding party, restaurant reservation availability, and food and beverage safety for children.
Dining Experience: While the resort description listed a well-rounded selection of food options, the reality fell short. Reservations during typical family dining hours were nearly impossible to secure. Several key cuisines—like the steakhouse and hibachi—were fully booked throughout our entire 5-day stay. This was a major disappointment, especially since my wife and I had planned only one evening as a date night and were hoping for a proper meal (steak, sushi—not just chicken fingers, fries, and hot dogs). That simply wasn’t an option. Additionally, most restaurants did not offer lunch service, which would have been helpful for families with young children and could have reduced pressure on dinner bookings.
Spa Services: The spa also had limited availability. We managed to squeeze in a 50-minute deep tissue massage, but only at the last appointment of the day. Afterward, my wife wasn’t even allowed to take a quick shower before dinner—completely unreasonable, especially after being oiled up from the massage. Thankfully, the attendant in the men’s room was more accommodating.
Food & Beverage Safety for Children: One serious incident occurred when our 7-year-old niece was accidentally served a frozen alcoholic daiquiri. She had already consumed half the drink before we noticed something was off—her behavior changed and her face turned flushed. There absolutely needs to be a more obvious system in place: non-alcoholic beverages should come in clearly distinguishable cups to prevent mix-ups by staff and to help parents identify drinks at a glance. It is the resort's responsibility to ensure the safety of guests, especially children.
Noise and Inappropriate Events: On our first evening at the family concierge section of the resort, a wedding banquet was set up in the middle of the pool area. Loud music—complete with profanity—blasted until 11 p.m. Are you serious? Our kids are 3 and 7 years old, and their bedtime is typically around 8:30 p.m., as is the case for many other families. This was not only inconsiderate but entirely inappropriate for a family-oriented setting.
Overall, while the resort was generally family-friendly, the experience was marred by poor planning, inadequate service availability, and questionable management decisions that fell short of the family-friendly promise.
** Please have the concierge reach out to guests at least one week prior to arrival to allow for proper planning, ensuring all visitors—not just those 'in the know'—can fully enjoy the resort’s offerings.
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Date of stay: March 2025
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:* Reach out to your concierge or the resort in advance — ideally a week or more before your stay...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel Manager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 2 days ago
Dear Guest, Thanks for your review about our hotel. We are thrilled to hear that the design and comfort of our resort met your expectations, offering a harmonious blend with our natural surroundings and providing a sophisticated escape for our guests. It is also heartening to know that the comfort of our accommodations contributed to a carefree and inviting atmosphere for your stay. Our team is dedicated to creating an environment where luxury and elegance are felt in every detail. We sincerely apologize for the aspects of your stay that did not live up to your expectations. The challenges you faced in securing dining reservations during peak hours are not reflective of the mindful and attentive service we strive to provide. We are always looking for ways to enhance the guest experience, including how we manage restaurant capacity and reservations. Regarding the incident with your niece, we take food and beverage safety very seriously, especially for our younger guests, and we will be reviewing our procedures to prevent such situations. The noise disturbance from the wedding event is noted, and we will be more considerate in planning events to ensure they align with the relaxed and respectful atmosphere we aim to maintain for all our guests. Rest assured, we are continually enhancing our resort, staying true to our commitment to sustainability and appreciation for our environment, while ensuring that every guest has the opportunity to be fully immersed in the natural beauty and culture of the Riviera Maya. We are hoping to welcome you back in the future. All the best. Guest Service Center Management
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We came here as a family of four - kids 16 and 10 for 10 days for some r&r after being in the madness of Florida.
Staff were incredibly friendly and helpful throughout. We had a family concierge Emmanuel who was brilliant. He had booked restaurants for us before we arrived and we had very few tweaks to make to his plans. He kept in touch with us daily and left things in the room for the children like fish food (for the many koi fish in reception) and toys. She may have been 16 but our daughter loved this too!
The property is immaculate and overall facilities are great. Security is tight and everyone is checked in and out.
Great array of restaurants. Banna famiiy sushi is amazing and chef made our son plain cucumber rolls on request which made his day!
We also managed a meal at the steak restaurant whilst the children ate at the buffet - really delicious.
Buffet is ok. Good range but very samey if you went day in, day out.
Lots of entertainment for the younger ones if you need it and things like water volleyball/ foam parties / aqua aerobics for the adults during the day. We preferred to be in the quieter pool by The Lunch Box to get away from it all.
Wildlife is lovely - koi, turtles, coati and raccoons. And the obligatory cat family! Don’t take any food in your bag to the pool or beach as Coati can smell it a mile off and will be headfirst into your bag when your back is turned. Hilarious to watch when it’s not your bag! And they are so cute.
Drinks are generous and easy to get.
Beach is clean and we had use of kayaks, paddle boards and even a small catamaran type boat which a trained member of staff will take you out on.
Staff really appreciated any tips given.
Market comes in a couple of times a week plus some onsite shops. Really expensive at the market so I imagine you could haggle. We didn’t want anything so can’t say. Our daughter wanted bracelets for her friends. Each morning by the beach there is a local lady who comes to sell and her prices are much better.
We went on a trip to swim with dolphins, manatee and seal meet and greet. We went to dolphin discovery where we had been some 20 years previously pre kids. 45 mins from hotel travel. Booked through the hotel. Wonderful, Please don’t pay the quoted photo prices on arrival, say no. They take all the photos anyway and then bring the price down at the end. It still isn’t cheap but much better. Also, there was a lot of talk around the pool about there being two places to go for dolphins, one with algae and one without! No idea if this is true but you are swimming with marine life in their natural environment so if I was in a pristine pool with them I would be suspicious! Embrace the algae!
We also did the free tour from the concierge to the ceynote. This is really down to personal preference. Hubby wasn’t a massive fan and felt it was not worth it for the time taken. Kids enjoyed it but thought it was too long out of the hotel overall. I didn’t mind it as a change but wished we’d done it at the start and not on our penultimate day as we’d booked it as a treat but actually, whilst I liked it, I’d rather at that point in my holiday be sat chilling and making the most of the time left. You are taken at a party of around 60 people on minibuses from the hotel. In total it is 4 hours. 45mins either way travel. You get changed and put your bags in a locker (these were safe despite not feeling so) and start with “Yoga” - this is basically standing in a wooden shack being lead in some stretches. No mats, no sitting / lying down. About 10 mins. Not relaxing. You feel a bit daft and no matter what the nationality, all the men stood at the side wondering what the heck was going on! You then walk to a small gravelly piece of ground where you bless the land etc. you have to hold hands in a circle which many people don’t want to do and kneeling to touch the floor is a bit painful on the gravel!
You then do the best bit (for me) which is swim in the underground cave - stunning and with fruit bats! About 15 minutes and you have floats which so quite relaxing. It is bloody freezing mind you! Before you swim back yet manage to sneak a photographer in there and try to get you to have a photo to sell you later. We said no! And finally you can jump of a small cliff type rock and / or try a pretty basic little zip line (like bike handlebars on two wires) Kids loved this. About 15mins but we we didn’t! Photographer is here too. It then took about another half hour for everyone to get changed and sort their photos which meant we were sat waiting on the minibus for quite a while to come back! Overall amazing to see but would be better if there was a nearer one.
Would we come back, yes we would.
Thanks so much xxx
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Date of stay: August 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 26 Aug 2024
Dear Guest, Thank you for this great review. We are thrilled to hear that our staff, especially Emmanuel, provided you with such attentive and personalized service. It's delightful that you enjoyed the luxury and elegance of our culinary offerings, including the chef's special cucumber rolls at Bana Family Sushi. The immaculate condition of our property and the harmonious blend of fun activities and wildlife encounters seem to have made a positive impact on your stay. Regarding the experiences outside the resort, we always aim to provide a variety of excursions that showcase the beauty of our natural surroundings. We appreciate your feedback and will consider it as we strive to create mindful and inspiring adventures for our guests. Returning to the joys of our resort, it's wonderful to know that the beach activities and our commitment to a clean, inviting environment were highlights of your visit. We're grateful for your recognition of our team's efforts and the respectful engagement with our local culture and environment. We look forward to welcoming you back soon. Kind regards, Guest Service Center Management
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It is an excellent hotel I recommend it enough, a small review
On arrival, the check in was fast, I had already done it online alone, we were fitted with the bracelets, we arrived at 11 am, and we were given the room until 2 pm, they have a fairly ample dress to change you and enjoy the hotel if you arrive early, the bracelet already includes the opening of the room so you avoid using cards, as well as no cards are needed for towels, and can be changed as often as necessary.
The room quite spacious with bathtub, rain shower and a jacuzzi outside the room, minibar stocked daily, room service is entitled to 2 during the stay, after the second a fee is paid. Very comfortable room.
Meals: Breakfast very monotonous in the buffet, every day the same, there is no variety, it is good taste, but if you go several days it bores almost the same. At lunch or lunch there are several options: There is the buffet restaurant where the amount of food if you leave a little to discard is not bad the same but if less variety than at breakfast. The palapa restaurant that is in the pool very good is à la carte and is snack type but if it is much better option than the buffet Dinners are booked with the concierge, we had access to all available restaurants and all of very good quality, the only complaint is that previously you had access to the meat and now it is only available for the adults only section. The room service food is not too varied but it is very good. They have options at the entrance of the hotel of paddles, there is a stand of very rich and varied ice cream, and there is the coffee stand also very good and recommended
The bars on the beach barge them there if they went to duty they didn't know how to prepare drinks.
The pool for adults there is only one option and it is quite small, apra the children has two areas a children's pool with games and the water park that is excellent your go with children will have fun big, there are drinks, sweets, ice cream, and snacks while you are there.
The beach is very nice the first two days very quiet, but we got two rainy days and the sea peaked a little but without problems to swim, it has an area full of rock, you have to be careful not to have accidents. Walking approximately 500 meters is a natural area with natural lagoon to enjoy. In short it is an excellent choice with points to improve such as food in the buffet and drinks on the beach. I'd come back.
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Date of stay: November 2024
Value
Rooms
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Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Thanks to all the amazing staff at Meliá Paradisus for a fantastic vacation filled with great memories!! First and foremost, I must say that the hotel staff is truly amazing and I experienced nothing but genuine care and hospitality from everyone I encountered from reception, housekeeping, bellmen, restaurant servers, pool and beach staff, essentially everyone! Thanks to all the wonderful pool and restaurant staff: Salvador, Elmer, Sonia, Arturo, Manuel, Erick, Graciela, Gabriela, Carlos, the ladies at the Lunch Box, and especially Alfonso for keeping us hydrated at the waterpark. I can’t possibly recall all the names, but thanks very much to Santiago at the spa for one of the best massages I’ve had in years, to the security person for returning one of my favorite stainless steel water bottles, and to the front desk agent for patiently accommodating my seemingly daily requests to change large bills to small bills (so many staff were deserving of extra tips)!
We splurged and upgraded to a larger room with concierge services and that proved to be a great value (living/dining room, concierge services, extra pool and restaurant access, and even more extras)! I don’t typically frequent the concierge desk for most of my vacations, but coordination over WhatsApp and Nestor’s frequent check-ins enabled me to better take advantage of all the services and programming available. I also don’t usually like to have an itinerary while on vacation, but for those who are coming with kids, I suggest reviewing the activities schedule and then making restaurant reservations accordingly. There’s no shortage of activities and amenities at Paradisus! Nestor left several surprises and games that delighted our little guy, made and adjusted reservations for us, made sure our mini bar was customized and frequently, and in general provided much-needed information and assistance that I never knew could be so valuable. I’m spoiled now and will forever compare hotel services to those of Nestor Herrera. Muchas gracias Nestor!
We enjoyed 7 delightful days, and loved all of the experiences including the foam party, the variety of pools, the gorgeous beach, fresh fruit smoothies in the morning, and made-to-order banana Nutella crepes in the evening. If I had to identify one area for improvement it would be the restaurants. We loved the variety of the buffet and the multiple restaurant venues, but still somehow the food tasted mostly the same for us (same food, different ambiance). For the buffet restaurants, it would be nice to see several hand-sanitizing stations or perhaps even sanitizer on the tables. Also the pool tiles at the main pool were a little slippery (so I guess that’s 2 items that could be improved). All in all, we thoroughly enjoyed our vacation at Melia Paradisus and would highly recommend this resort, especially for families!
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Date of stay: August 2024
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Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 17 Sept 2024
Dear Guest, Thanks for your review about our hotel. We are thrilled to hear that our team made your stay fantastic and that you felt the genuine care and hospitality from our staff. It is inspiring to know that the efforts of Salvador, Elmer, Sonia, and the rest of our team contributed to great memories of your vacation. Your appreciation for our nature-immersed resort and the special attention from Nestor truly reflect the harmonious and mindful experience we strive to offer. We've taken note of your insights regarding the restaurant variety and the pool tiles. While we revel in the elegant and sophisticated design of our spaces, we also maintain a focus on the safety and overall experience of our guests. Rest assured, we are always seeking ways to enhance the carefree and inviting atmosphere of our resort. It is delightful to learn that the foam party, our diverse pools, and the tropical beach were highlights of your stay. Crafting these luxurious moments and ensuring a relaxed ambiance is at the heart of what we do. We are hoping to welcome you back in the future. All the best. Guest Service Center Management
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We went to Paradisus Playa del Carmen in Nov and the experience was exceptional. All elements of an incredible and memorable vacation are present with this resort. We have been to Paradisus on a number of occasions and they never disappoint. Eduardo Gamboa was our concierge and his service definitely elevated our experience. He went out of his way to take care of us and provided an unmatched quality of service (the Family Concierge service is available at an additional fee but well worth the cost considering what gets included for paying that fee). He sent us updates on resort activities/shows, answered our many questions in timely manner and booked our a la carte reservations exactly as we requested. They offer a wide variety of culinary options (all very high quality) and there was never a wait to get into buffets/restaurants. Our Housekeeper, Wendolyn (Wendy), also went out of her way to accommodate us at every opportunity. Her service was top notch and our room was always in pristine condition whenever we returned from breakfast/lunch. Overall, this is a great resort which sets itself apart through their high standard of service. All resort employees were kind and always went over and above to provide us with whatever we needed. I will continue to go back to Paradisus Playa del Carmen and would highly recommend this location to anyone seeking a peaceful/quite resort where they cater to your every need and offer a level of service that differentiates them from their competitors.
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Date of stay: November 2024
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Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 27 Dec 2024
Dear guest, Thank you very much for this kind review of your recent stay. We are thrilled to hear that our dedication to luxury and service met your expectations. Our team strives to provide an unforgettable experience, and we're delighted that Eduardo Gamboa could enhance your stay with his attentive concierge service. It is wonderful to know that our culinary offerings impressed you with their quality and variety, reflecting our commitment to authentic, sophisticated flavors. Moreover, we're glad that Wendolyn maintained your accommodations in impeccable condition, ensuring a harmonious and mindful environment throughout your visit. We're sorry to hear that there were aspects that did not meet your expectations. Our goal is always to provide a carefree and inviting atmosphere, and we take your feedback seriously as we continuously seek to improve our guest experience. It's gratifying to learn that our staff's kindness and professionalism stood out to you. We take pride in fostering an atmosphere that is both relaxed and inspiring, allowing our guests to feel fully immersed in the beauty of nature while enjoying all the amenities we have to offer. We look forward to seeing you again soon. Best regards, Guest Service Center Management
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My family, including my wife, two daughters of 2 and 9 months, and mother-in law, stayed 5 nights in February. We had a Family Concierge master swim up suite and a standard junior suite. Overall, it was a great stay as they really do well in catering to families. Here are a few important notes. Pros: - The design of the swim up suite was perfect for us to allow easy access to the pool around nap times. - The room was spacious and comfortable, including the bed. We like to have separate sleeping spaces for our little ones, and the master suite had a perfect partitioned area where one of them could sleep in a crib and not be disturbed while we could still access the bedroom, bathroom/shower, and living area. -The food was quite good, especially Bana (Japanese Hibachi) and Sal Steakhouse. Sal is adults only and an additional cost except for one meal for Family Concierge. -The pools and water park were really great for adults and kids alike. -They had a great lineup of activities for the kids throughout the day and evening. The shows were enjoyable, particularly the circus show. Our kids did not do the kids club since our 2 year old is extremely shy, but it seemed like it would’ve been great. -The coffee shop and ice cream parlor were good, although it would’ve been better if they had ice cream and sweet treats available near the pools or beach. -The design aesthetic of the lobby and common areas like the restaurants was nice.
Cons: -The furniture in the rooms was really dated and the couch and patio furniture was uncomfortable. It would’ve nice to have a comfy lounger bed on the patio as places like Atelier and Finest do. Things like the sliding doors to the wooden bridges were showing too much wear. -You should request dinner reservations in advance as it can be difficult to reserve your preferred restaurant and time during your stay. -The saving of pool chairs and beds is terrible and should be addressed. All of the beds were reserved before 8 AM breakfast, and the one day we decided to participate in this, our things were just removed and we didn’t get it back. - I know some people rave about the Family Concierge, but we certainly didn’t get close to our moneys worth. They were not responsive prior to arrival and after check-in, we never saw our concierge again for the 5 days. No special attention, special things in the room for us or the kids. It may just depend on who you get assigned as your concierge; we actually did request someone by name based on reviews but they didn’t pay any attention to that or any other requests. Our concierge did respond to most of our basic questions/requests via WhatsApp, but the guests staying next to us said they couldn’t get any response and ended up having to eat at the buffet every night. Also, the family concierge pool and beach areas did not have better any better service than the main pools. -The Lunch box restaurant needs to be open at lunch (no later than noon, not 1 PM). For those that may have naps to plan around, that left Celsius or room service as our lunch optimms.
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Date of stay: February 2025Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel Manager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 4 weeks ago
Dear Guest, Thanks for your review about our hotel. It is wonderful to hear that the swim-up suite design and the partitioned area in the master suite provided a harmonious and convenient setup for your family's needs. Your appreciation for the sophisticated comfort of our rooms and the rich variety of our cuisine, particularly at Bana and Sal Steakhouse, is truly inspiring. We're also thrilled that the activities and shows added a touch of carefree enjoyment to your stay. We regret to hear that the furniture did not meet your expectations and will take a mindful approach in considering updates. It's also concerning that you experienced challenges with poolside etiquette and dining reservations. We always aim for a relaxed and inviting experience, so we'll reflect on your feedback to enhance our guests' satisfaction. Your insights on the Family Concierge service are taken to heart; we aspire to deliver a luxury experience, and it seems we fell short in this instance. With respect to the Lunch Box's opening hours and the ice cream availability, we appreciate this feedback as we are always looking for ways to better align with our guests' preferences, and rest assured, we are dedicated to creating an environment that allows our guests to feel fully immersed in nature and the tropical beauty of our resort. We are hoping to welcome you back in the future. All the best. Guest Service Center Management
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Just returned home after a wonderful week at Paradisus Playa del Carmen. We were a family of four with a baby and a 5 year old. We upgraded to the Family Concierge package at the last minute and were given a one-bedroom suite that included a little kitchenette and living room area, as well as a large balcony with a jacuzzi. While we would have enjoyed our stay just as much in a smaller room, the Family Concierge upgrade was absolutely worth the extra money. It allowed us to use the Family Concierge pool (which was our favorite daily swim spot), to eat at the Lunch Box for breakfast and lunch (great food, quiet atmosphere by the pool, and no line-ups), and it meant that our concierge (Eduardo) was able to book us a different a-la-carte restaurant for dinner at our preferred family-friendly times for every single night of our stay. I would absolutely pay for the Family Concierge again if we come back. They also had a nice lounge with snacks and bathrooms right by the pool, gave our kids little backpacks with gifts inside, and had some other things included that we didn't end up using (such as a free excursion outside of the hotel, time at the spa, and an adults-only dinner at the paid steak house). Perhaps if we had other family members with us to watch our kids, we would have used these extra perks, but our kids weren't comfortable being left at the Kidsdom daycare centre because they would have to be separated due to their ages (although we did check it out and it seemed really great and is open until 10pm. They even take the older kids to the evening shows).
Other highlights for us included the Aquazone water park, the pirate ship pool, the koi pond and ice-cream parlour, the beach, and the evening shows (very professional and super family-friendly). We were also very impressed with the food - great restaurant quality, not just great resort food. We ate at all the restaurants that were family friendly and they were all delicious and well-serviced. We did have some mild digestive troubles near the end of our trip, but nothing that disrupted our trip or raised concerns for us. I especially loved the one night where they hosted some kind of traditional Mexican festival at the Kanna sandy beach area - that was fabulously executed and really fun for the whole family. Felt like we weren't in a resort, but at a real Mexican event. My only complaint is that in some spots near the forest, the coati are a nuisance. One unzipped our backpack and took a few things.
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Review collected in partnership with this hotel
Date of stay: January 2025
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 25 Jan 2025
Dear Barbara, Thank you very much for your kind review. It's wonderful to know that the Family Concierge upgrade enriched your vacation with its luxury and exclusive perks, providing an inviting and carefree experience. We're glad to hear the aquatic adventures and family-friendly entertainment were highlights of your trip, and it's inspiring to see our guests immersed in nature and appreciating our harmonious environment. The culinary journey through our sophisticated range of restaurants seems to have been a delightful treat for your taste buds. We note your encounter with the local wildlife and while they are part of the tropical charm, we strive to maintain a respectful coexistence with our natural surroundings. We're mindful of the balance between an authentic experience and the comfort of our guests. It would be a pleasure to welcome you back. Best wishes, Guest Service Center Management
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Me, my husband, 3 small children (5, 5, 2) and in-laws just returned from a 10 night stay at this resort and all we can say is it was INCREDIBLE! There is not one negative comment or criticism we have. We stayed in a Nikte Master Suite which was in a perfect location right between the main lobby area with restaurants/bars and the pool area. The room was perfect for us and we could even see the from the massive balcony. The service and staff is the best we have ever experienced, from house keeping to servers and bartenders to our concierge Cynthia. Special recognition for Cynthia who was outstanding with her help and service. She was so kind and generous to our 3 little kids throughout our stay, with little gifts, treats and surprises every couple days. She also took care of all our dinner reservations and requests. We had absolutely no problem having a reservation each evening and we were were a group of 7. Thank you Cynthia you’re amazing!! The pool beside the Lunchbox restaurant was our favourite. It was perfect for the kids to swim freely, plenty of chairs and beds, and the bartenders are wonderful especially Jose and Rene! Now for the beach - it is BEAUTIFUL! Soft white sand, lots of chairs and umbrellas for all, and the servers were wonderful. Our favourite spot was beside the smoothie bar on the beach. Down a couple minutes is a public beach that was amazing for our little kids, as there was clean shallow water in the “cenote”. Was there some sargassum? Yes, HOWEVER, that’s Mother Nature. From 10 days it only rained 1 day and there was sargassum the following 2 days, other than that it was perfectly clear. The staff works so so hard to keep things clean. It’s very easy to swim deeper past the sargassum when it is present, as the water is nice and shallow. The public beach is also well kept and is the locals are very kind and welcoming - our kids enjoyed making many new friends there. I can’t recommend this this resort enough. Please don’t let negative comments and reviews deter you! We’ve never been repeat visitors to any resort, but can not wait to go back here again.
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Date of stay: April 2024
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Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 7 May 2024
Dear mmW9555CG, Thank you for such a great review. We are thrilled to hear that our Nikte Master Suite provided a perfect setting for your family's carefree vacation, nestled between the vibrant hub of our resort and the tranquil pool area. Your encounter with the pristine beach, complemented by our harmonious connection with nature and a mindful approach to environmental care, truly resonates with the inspiring tropical oasis we strive to offer. It is wonderful to know that our dedicated team, especially Cynthia, delivered exceptional service that made your stay even more special. Our staff takes pride in creating a relaxed, inviting atmosphere where every guest feels valued, and it is heartwarming to hear that Jose and Rene at the pool bar contributed to your enjoyment. We genuinely appreciate your kind words regarding our efforts to maintain the beach's natural beauty, despite Mother Nature's whims. We look forward to a return visit from you in the future. Best wishes, Guest Service Center Management
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Rooms were beautiful and I could have asked for more
First impressions of the resort were very good however the longer you stay you notice it is not cleaned regularly. There was garbage and cups in the same place for a few days.
The main pool on both sides are kind of small. It looks like a benefit to have a swim up room. From my perspective the adult pool needed a clean badly. There was always garbage and debris in the pool.
Beach chairs and umbrellas are due for some much needed repair and replacements. There is not a lot of shade at the pools or beach so you need to grab a few chairs and umbrellas probably before 10am.
One of the staff members at the beach brought us drinks that we did not order and when she came and picked up the full drinks she dumped the liquids inches away from our chair so that we not have to step in it and bugs start coming. She also managed to dump in on my sandals. Im not sure why it is there practice to dump liquids where we walk.
Service is good no complaints there however I found the a la carte restaurants disappointing. We were only allowed to book 3 days in advance and to book the busy ones first. The ones we were told to book were empty and when we tried to book the other ones 3 days later we were told they are full. So we ate at the same 3 a la cartes over and over again.
The blue agave serves the same food at lunch as they do for dinner. The food in the buffets for the most part is on repeat. There is not much deviation from the menu.
If your looking at purchasing the Roulette package dont get your hopes up. You will not get an adults only room if they are available. They will place you in the family section. The only time you will get an adults only room is if the Family section is fully booked first which is slim as it is a big property.
I do not have children however the family section looks great from what I can see, Lots of happy families enjoying their stay
This will probably be my biggest issue with this resort and the Melia chain. Unless you have a premium room everything is an upgrade, upgrade, upgrade. We stayed in an upgraded room and we were not allowed to dine at the Lunch box. One day we were allowed and one day we were not. Once day we were allowed to have a Apreol Spritz one day we were not. I can appreciate purchasing upgraded rooms/practices but the Meila is weird about it.
All in all the vacation wasnt terrible but it wasnt great. There are much better resorts in Mexico for the same price range.
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Date of stay: June 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 10 July 2024
Dear Matthewsr, Thank you for taking the time to review your stay. We are genuinely sorry to hear about your experiences that did not meet expectations. We hold ourselves to high standards of cleanliness and maintenance, and it is concerning to hear about any instances where we may have fallen short. Our pools are designed to offer a relaxing, inviting atmosphere, and we regret if this was not your impression. As for the restaurant reservations and the variations in dining options, we strive to provide an inspiring array of culinary experiences, and we will certainly consider your feedback. Lastly, while we offer a range of accommodations and services to suit different preferences, we aim to ensure every guest feels valued, regardless of their room category. We are looking forward to welcoming you again. All the best! Guest Service Center Management
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I'd say our experience here was average. We booked a swim up "family concierge" room, and the concierge was not really helpful at all. He often would not text back, and was almost no help in booking any restaurants. Being part of the family concierge gives you access to an extra pool and beach area, which were often completely full. The room itself was nice and replenished with snacks, although we had to call for cleaning because they didn't do it at first. The food was unfortunately not as good as I was hoping it to be. It was extremely hard to get a booking for a restaurant, and for most of our meals we did the buffet, which was extremely disappointing. We even tried to get a reservation first thing in the morning, but all the restaurants seemed to be booked out days in advance. Most of the servers did not seem interested. The one exception was the Italian restaurant, where the service and food were excellent. Also, the ATM is a complete rip off, charging 11 USD (220 MXN) to take out a maximum of 50 USD (around 1000 MXN) .
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Date of stay: December 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:For family concierge, get to the beach early, otherwise you won't get a spot. Use bank ATMs in town
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel- cmanager, Owner at Paradisus Playa del Carmen - Riviera Maya
Responded 27 Dec 2024
Dear Guest, Thanks for your review about our hotel. We are truly sorry to hear that your experience with our concierge service and dining reservations did not meet the high standards we strive for. We take pride in offering a variety of culinary experiences and regret that you found this aspect challenging. Regarding the ATM fees, these are set by the independent operator and unfortunately, we have no control over the charges they impose. We are mindful of your feedback as it helps us to improve our guest experiences. We are immersed in the tropical beauty of the Riviera Maya and are glad that you appreciated the carefree ambience of our rooms. Our resort is designed to offer a relaxed and inviting retreat, and we hope that the natural surroundings contributed to a memorable stay. We are hoping to welcome you back in the future. All the best. Guest Service Center Management
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There are at least 3 sit-down restaurants on the family side of the resort and they serve different food at different times of day. The breakfast buffet is an unbelievable feast of with many different options - for low carb, gluten free, European breakfasts; American breakfasts preferences. There is also the pool-side restaurant with seating or you can have food develivered to your pool side cabana (first come first served on the cabanas). Then there is the all you can eat ice cream shop and sandwiches and cakes at the very nice coffee shop. On the beach there is also a smoothie bar. We were there five days and the kids were stuffed. And they love the autonomy of making their own choices of when and where to get food, since it was all inclusive. There are restaurants on the "adult side" of the resort which adults can take advantage of while the kids are in the game room. Oh, and for kids there is a large variety of non alcoholic cocktail like drinks.
Yes you can if it's available. You can try to upgrade before you get there. The daily rate might be better as well. I had upgraded 4 days before arrival and gotten a better rate versus the upgrade rate upon arrival. Hope this help
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
AU$633 - AU$1,007 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
paradisus playa del carmen la esmeralda hotel playa del carmen
FORMERLY KNOWN AS
Paradisus Playa Del Carmen La Esmeralda
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
488
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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