Iberostar Selection Paraiso Maya Suites - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8841 reviews

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  Not worthy of Iberostar, poor quality, what was once so good

  Unfortunately, no response to my email regarding the complaint, which is why I am posting my story here in a shortened version; case number is 08439308. This was our second time at Iberostar Parasasio Maya, a large, beautifully designed resort, but it had become so disappointingly bad. Not worthy of Iberostar, and certainly not for us as Europeans, considering the price. The all-inclusive menu at Maya Resort was substandard, and the service was really bad; not worth 5 stars, barely reaching 3.5. That is not the worst part, of course. But the selection and quality are what you go to Iberostar for. No good variety in themes, perhaps only the selection, with minimal difference. Friendliness was hard to find. Significant cutbacks on the buffet restaurants, just like the overcrowded, overbooked hotel, do not help matters when you do not have sufficient staff. Reception and room problems immediately upon arrival were constantly being passed on; the agreed handshake with the supervisor was not honored. Eventually, the room issue was resolved only at 10 PM the following evening. The building we stayed in was very noisy and busy, and overbooked. Cleaning was very poor, just like the hallways were filthy. The concierge was helpful, but they were unable to resolve problems that belong to management. The overbooked hotel is not compensated for by transferring all guests from Playadel Carmen here and to the adjacent Lindo. Swimming pool and restaurants buffet cafe Fortunately, the pool was good, but there were too few sunbeds and too many people reserving them with towels and not showing up! The slides were fun for children up to 15 years old, but lacked the "wowww" factor. The quality at the pool regarding food was disappointingly bad; simple fries were already so badly overcooked, and speed was nowhere to be found, just like the selection at the lunch buffet. The Lindo buffet was overcrowded and the selection was very mediocre to reasonable. Lindo Theater, which used to be so good, was now nothing more than a sad hall with no service or only empty glasses being cleared away; we never saw anyone bring drinks. Let alone ask for them if there was just a woman walking around! The show, which used to be top-notch, was now nothing but disappointing, not a reason to stay seated. The adjacent Beach and Del Mar was, in our opinion, much better in quality, service, and ambiance. The rest of that resort is, of course, incomparable and much less luxurious. Nevertheless, we had a positive experience. Our conclusion: it is not worth spending a lot on something you don't get but do expect, or were used to from the past. I am sure you can get better for this money in Mexico, like with RIU and Bahia. We deliberately spent more money because we had previously experienced the level of Iberostar as better, but we did not experience that this time! The location is great, as is the style of the resort, but the rest was largely disappointing, just as you can't even respond to the points you indicated in the feedback and complaints during the stay. So be warned, folks.

  Aug 31, 2026
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  ⚠️ BEWARE OF IBEROSTAR STAR PRESTIGE / THE CLUB – SCAM ALERT

  My experience with Iberostar Star Prestige and The Club was one of the biggest disappointments I have ever had with a resort. I strongly advise anyone considering joining The Club to think twice—and, most importantly, DO NOT sign anything or pay anything until you fully understand what you are actually getting. I am writing this review because I do not want other families to make the same mistake I did. The problem was not simply a bad room or an unpleasant vacation. The problem was the entire sales process and the enormous disconnect between what was represented to us during the Star Prestige/The Club presentation and what was actually delivered. During the sales presentation, we were offered what was represented as significant benefits and upgrades with substantial monetary value. After becoming a Club member, however, our experience was completely different. THE “$1,100 UPGRADE” One of the clearest examples was a supposed $1,100 complimentary room upgrade. The room we were offered was essentially the same size as the room we already had—approximately 55 m². There was no meaningful improvement in space, configuration, privacy, or functionality. Even more concerning, the room being presented as a $1,100 upgrade had an actual market value of approximately $600 or less for the same period. So how can a room worth roughly $600 or less be presented to a customer as a $1,100 upgrade? That is not what I consider an upgrade. It is a representation of value that simply did not match the reality of what was being offered. THE “SOLUTION” After several discussions with the Star Prestige team and multiple concierges, we were eventually offered MXN 11,500 to help pay for another reservation. I was told this was approximately USD $720. After actually exchanging the money, I received approximately USD $540. And even that amount did not come close to covering the additional cost required to obtain the room configuration we actually needed. At one point, a connected-room option was offered for approximately MXN 53,000 for only three nights. This left us in an absurd position: pay an enormous additional amount to correct a problem that should never have existed, or accept an accommodation that did not correspond to what we understood we had been promised. THE YACHT EXPERIENCE The yacht excursion on August 12 was another major disappointment. The yacht provided was a 1991 Princess 65-foot vessel, and the experience simply did not correspond to the value represented to us. I subsequently found comparable private boating experiences using newer and better-maintained boats for significantly less money. Again, the issue is not that I expected a brand-new luxury yacht. The issue is the difference between the value and quality represented during the sales process and what was ultimately delivered. When I raised this with Iberostar, the final response was essentially: no further compensation would be provided. IBEROSTAR'S RESPONSE After all of this, Iberostar's response was particularly disappointing. Instead of addressing the inconsistencies in the representations made to us, their response characterized the room as a complimentary upgrade, emphasized the money they had offered, and closed the matter by stating that no further compensation would be provided. That response completely missed the point. I am not complaining because I did not like the wallpaper in a room or because a boat was not new enough. I am complaining because I believe the value and benefits presented to us during the Star Prestige/The Club sales process were materially different from what we actually received. MY STRONGEST ADVICE: DO NOT BUY UNDER PRESSURE If you are approached by Iberostar's Star Prestige/The Club sales team during your vacation, PLEASE DO YOUR HOMEWORK BEFORE AGREEING TO ANYTHING. Do not make a decision because you are sitting in a beautiful resort, enjoying your vacation, and being presented with seemingly exclusive benefits, upgrades, discounts and experiences with impressive dollar values. Ask for everything in writing. Ask for the actual retail price of every benefit. Ask exactly what room category you are purchasing. Ask what happens if the promised room configuration is unavailable. Ask whether the benefit is an actual upgrade or simply a different room in the same category. Ask what the benefits would cost if purchased independently. And most importantly, do not assume that a benefit presented as being worth $1,100 is actually worth $1,100. My experience has left me with extremely low confidence and virtually no trust in the Star Prestige/The Club sales operation. I regret becoming a member and regret allowing the presentation to influence my decision. Iberostar may call this a Club. Based on my experience, I call it an extremely aggressive sales operation built around presenting benefits at values that, in my experience, did not reflect their actual market value or the quality of what was ultimately delivered. I am posting this review across the major travel platforms because I believe prospective customers deserve to hear the other side of the story—not the polished version presented during a sales presentation. My advice is simple: ENJOY THE RESORT, BUT BE VERY CAREFUL WITH THE CLUB PRESENTATION. Do your research. Compare the prices. Get everything in writing. And do not let the sales presentation convince you that you are receiving a value that you cannot independently verify. I would NOT recommend Iberostar's Star Prestige/The Club based on my experience, and I strongly advise other travelers to think very carefully before joining. ⭐ My overall experience: Extremely disappointing. ⭐ Star Prestige/The Club: Would not recommend. ⚠️ Advice to travelers: Do your homework before signing anything.

  Aug 27, 2026
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  Worth Every Penny — Fantastic Family Holiday ⭐⭐⭐⭐⭐

  5★ — An amazing family stay — absolutely worth it I would seriously recommend Iberostar Selection Paraíso Maya Suites. It is definitely on the pricier side, but for us it was absolutely worth the money and I would happily return. From the moment we arrived, the service was excellent. The resort is huge, so having someone take the time to sit down with us, explain everything, show us where everything was and help us plan our stay made a massive difference. A special mention has to go to Ronny, who was absolutely brilliant throughout our stay. He was essentially our go-to person during the holiday. He gave us his WhatsApp and was always just a message away. He helped us book restaurants for the whole family, which was incredibly useful as the popular restaurants get booked up very quickly. He also gave us great advice on excursions and helped us make the most of our time at the resort. Ronny is a real credit to Iberostar. Nothing ever felt like too much trouble, and I genuinely felt confident that if we needed something, he would do everything he could to make it happen. That level of personal service really stood out. The Suite was excellent — spacious, very clean and comfortable. The bathroom had a jacuzzi, and the balcony had a really nice hammock which was perfect for relaxing. The beds were very comfortable and the room was cleaned to a very high standard. I would definitely recommend using the Iberostar app as well; you can see when your room has been cleaned, which was a really useful feature + much more including room service. The resort itself is beautiful. The pools were amazing and there is so much to see and do. One of my favourite things was actually the wildlife around the resort. Seeing the coatis, peacocks and other unusual animals roaming around the grounds made the experience feel completely different from a standard hotel. The choice of restaurants was another big highlight. I particularly recommend trying the steak restaurant and the Japanese restaurant — both are well worth checking out. One of the biggest advantages of staying at the Maya is that you can access the other Iberostar Paraíso resorts as well, apart from the adults-only section. It gives you so much more choice and makes the whole complex feel even bigger. For a family looking for a more high-end holiday while still having plenty to do, I would definitely recommend it. Overall, we had a fantastic stay. The combination of the room, pools, restaurants, wildlife, facilities and — most importantly — the level of personal service made this a genuinely memorable holiday. Would I return? Absolutely. My pre-teen daughters loved it, so did I. If you’re considering booking and wondering whether it’s worth paying a little more for the Maya, I’d say go for it. ⭐⭐⭐⭐⭐

  Aug 25, 2026
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  Great family vacation location!

  We had a wonderful stay at Iberostar Paraiso Maya Suites! The property is massive and I think it would be impossible to see it all in one week. We traveled with our 2 children, 4 and 9 and they never ran out of things to do. There are a ton of activities. We did not use the kids club, but heard it was awesome. The water park, lazy river, pools and slides were really fun! We love Iberostar properties and the staff are so nice. Special thanks to Airy and Alexa and Ivan!

  Aug 22, 2026
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  Awful experience

  I stayed at the Iberostar Selection Paraiso Maya Suites in July and the room was awful. We were in the 60 building next to the Mangroves and that smell was terrible in the room. I went to the front desk three times and asked them for an air purifier for the room and the rep said he will look into it or send someone the spray out the room, but no one came. Note the balcony of my room was directly to the Mangroves, which was a bad location. The food was ok, but the beach was in a terrible state (not their fault), but the customer service was awful. They did not care about guest health.

  Aug 21, 2026