Location
Playa del Carmen - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
16317 reviews
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Dec 08, 2024Amazing place and wonderful people! We are already planing another trip for next year
I highly recommend this resort! Amazing place, clean and very well organized! People are extremely friendly, especially Yessi from KidsDom. Both my kids loved her from last year, they remembered her and were looking forward to see her! My daughter even wanted to go to smaller kids class just because of her! She should run it and be the manager as smile, kindness and friendliness can’t measure. She was amazing with my kids and I can’t be thankful enough for making their time memorable! She is one of the reasons we’ll come back for the 3rd time! The resort its self is very much kids friendly and also plenty to do for the adults. Highly recommended place to go! We’ll go back next year 2025!
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Dec 07, 2024
A+
Rodriguo was an amazing waiter. Always there for us and respectful. Funny, gentleman and attentive. We wich to see him again when we gonna come back. Such an amazing guy with and amazing personnality. Also the resort was really clean. We loved it.
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Dec 06, 2024Wonderful resort with Consistency issues.
We stayed from November 26th to December 3rd over Thanksgiving. We stayed with our family of 4 and our friends family of 3. 3 Kids ages 11,12,13. I picked the Master Suite Concierge Swim up for both rooms. Rooms 2030 and 2035. The resort is absolutely beautiful. It is set into a mangrove and the designer tried to carry that mangrove through the hotel and it worked. Fish and turtle rivers at your feet and beautiful artwork. Some of the maintenance needs work but in a humid atmosphere I think it was well kept. We stayed on the Playa Del Carmen side (previously called Esmeralda) The Adult side is called La Perla. This starts the consistency issues because it seems like they are changing the names and phasing out Esmeralda. Some of the staff told us we could use the adult side conveniences (such as The reserve) and some of the staff said we couldn't, despite our Family concierge status on our side. As other reviewers and travel vlogs have said this resort suffers from extreme consistency issues. One night you will have this amazing dish with great service and want to go back to that restaurant and on night two the same dish is terrible with almost no service. My only guess is they have a new workforce and need to fix their training and standard operating procedures. Checkin: So unlike other high end check in's there wasn't music or drinks or wet towels for us (we did see a couple people get the towelettes later in the week but it seems to be about 30%). The family concierge check in is about 3 minutes away with a golf cart to a dark lobby with no drinks offered (despite the courtesy bar right behind the wall). Our concierge Nestor was nice but kind of just drops a whole bunch of information on us real quick and brought us to the room. Here lies the second issue. The information was very hard to find, the resort is big and confusing, the events seem to be scattered and unadvertised. I think most of this could be fixed with a better app with a local map and event schedule and possibly a messaging system to the concierge. Nestor was great but this app would give him so much more time to do more meaningful things. We also had an issue where we used Paisly to reserve the room and apparently third party sites all come through as Expedia and put Expedia's contact information in instead of ours. This was an issue as we weren't contacted by the concierge and even when I reached out manually it was a process. Despite the fact that I reach out 6 days previously and requested restaurants, the first three days were completely booked so we got stuck at the buffet. This after spending 13 grand on two rooms for a week. Both rooms were amazing, well kept, huge and clean. Room 2030 was great because you could swim up to the main pool and enjoy the activities, but it was far enough where you didn't get the kids jumping off your chairs. 2030 also had sun all day long and a frequent waitstaff. Room 2035 was also good because it was secluded in a corner in almost a private pool, it was in the shade almost all day long. Waitstaff didn't come by this room probably because of the seclusion. 2035 has some maintenance issues where the tiles are popping off the bottom of the pool. My daughter cut her foot on a couple of them. We didn't complain but they did have crew actively trying to fix it without luck. If i knew what I know now, I would have gotten a Master suite and an adjoining junior swim up suite. Master suites don't connect and it's almost too much room having two of them. Whereas the room next to theirs (2031) would have been perfect as we could share balconies. Again almost no information is available. The restaurants show off the consistency issues more than ever. Again they were good just not at the price point we payed. The buffet one night would have a good waiter and average food, then the second night no one would come to the table and the pans were empty. The buffet's were pretty awful with the exception of the lunch service and a couple breakfasts. Our first restaurant was Bana Hibachi, we had an amazing chef and waiter. The menu is set, you can't change anything unless you want to order off the high end extra menu (this could be a con for picky eaters) We loved it. We also enjoyed Cielo (ton of Mexican food). Cappella was average for me, it resembled an Olive Garden. The room service was pretty bad, serving over cooked foods and brown guacamole in our experience. The restaurant we ate at most was probably Celcius pool restaurant. Huge consistency issues but for a pool grill it was good. The Cuban sandwich and nachos were our favorite. Shout out to Grisley and Socrates who were the two best servers we had. The lunch box was really the only restaurant open for lunch while we were there (with the exception of the buffet), which I had wanted Sushi all week and never actually got it. It seems like a huge resort to not have a couple rotating restaurants open for lunch. Just for one story about the consistency, we woke up early one morning and went to the Lunch box. Had a great breakfast and great service. Our friends woke up later and came later and sat on the other end of the restaurant 20 minutes after us. The same dishes actually looked different and had different qualities. One good and one not so good. I do have to note that when we were there the restaurant inspection agency of Mexico came and posted a fine on three of the restaurants. This seemed very strange as cleanliness is one of the best things about this resort. The cleaners and housekeepers were phenomenal. Even cleaning each cabana and beach chair overnight. The pools and beach were beautiful. The activities we did were great (aqua Zumba was great) although few and far between. Our kids were apparently too old as the Kidsdom club only goes to 10 years old (again would have been nice to know this as we were also looking at Moon Palace), so they got a little bored. They did love the hidden video game area in the bookcase. Overall we had a great stay so don't take my review as a bad one, these are just the things that can be worked on. I would put this as a 3.5 star hotel. Especially compared to other hotels such as Couples (Jamaica), breezes or high end Marriott Resorts. We would return if the price was right.
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Dec 06, 2024
Anniversary Celebration
We just returned from our anniversary trip to Paradisus Playa del Carmen Mexico. As in our previous visit, we had an incredible experience with the services, accommodation and the staff. The property is well maintained and has beautiful grounds, but the staff is what makes it even more special: I would like to recognize the following staff that made our “WOW” list: , Nelson (Capella ) Carlos (Lunch Box), Christopher, Carlos, Humberto (pool/beach areas), Humberto, Roberto, Raquel (Sal Restaurant), Eva, Enrique, Julio ( Naos and for their special anniversary cake), Gabriel ( Lemon Fish), Manases, Francisco, Karen (Tokimeku Japoneses), Ivan (Blueagave). Also, special thanks to our welcoming angels that made our stay super special: Emilio & Adri López for coordinating our stay with incredible care and professionalism, Sidharta our Guest Services manager for making it so easy to make us feel at home, Carlos from Members Service for continuing the high standards of Melia Membership and our incredible room attendants that provide us with outstanding service. A special kudos to Christopher from the pool/beach area, he really when out of the way to make sure that we had everything.
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Dec 06, 2024
Amazing stay!
We are seasoned traveller's and have stayed in many resorts. This was our first visit and definitly not the last. We were wowed from the moment we stepped into the resort. We stayed from Nov 24 onward and had room 2312. We also did Family Conciarge and true to its name we were not disappointed. Prior to our arrival we were contacted by the staff to see which restaurants we wanted to dine during our stay and confirmed them with us. You also get a dedicated concierge person and ours was Adrian. He really went above and beyound our expectations taking care of us and all of our needs during our stay. I think he is one of the main reasons we are going back again. With Family Conciarge you also get its own private beach area, beach bar, private pool area and Lunch Box restaurant. The food was amazing from breakfast to lunch to dinner. Shout outs to Carlos, Salvador, Carmen, Victor and Romina who waited on us with a great smile and an amazing service. For all the people who put a review and complained about the food, where do you normally eat? Finally the beach. If you just go few meters to the left of the hotel there is a natural stream coming from underground. It's crystal clear water and in front if it the ocean water is crystal clear too. We never had any issues getting beach chairs too. The resort is definitly our go to place now and we are already planning our next trip there.