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
16210 reviews-
Rude & Poor Customer Service
I recently stayed at Paradisus Playa del Carmen with a friend, and we had an awful experience that left a sour taste on what was supposed to be a relaxing vacation. My friend became sick by the pool, likely from something we had at the resort. Instead of offering help, three men—two of them security guards—came over and demanded my friend pay $500 for “damages.” They also tried to make my friend sign a multi-page document while still visibly unwell. When my friend refused to sign in that state, we thought the issue would end there, but it didn’t. At check-out, they again insisted on the $500 payment and wouldn’t provide any evidence of the supposed damage or even a copy of the report they kept referring to. The manager, Sidorfa, was extremely rude and dismissive, going so far as to accuse my friend of “making excuses” and causing a “disruption” to other guests. Sidorfa, as a manager/supervisor, is supposed to set the example of how to provide customer service and represent the company; Paradisus should reconsider how they treat their customers. The lack of empathy and transparency was shocking, and they left my friend feeling forced into paying this unexplained charge. Witnessing this left me with a very negative view of this resort. The staff’s intimidation tactics and complete lack of customer care were unprofessional and unacceptable.
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Poor experience
It is with a heavy heart that I write this review. It was my fourth visit and I had recommended the property to many friends. However, this time around, starting with our arrival, everything felt different. The attention to details and service overall was not par to previous years. It is undeniable that they are cutting corners.
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Service excellence
From our check in experience with Roberto at at the front desk which was nothing short of amazing, this hotel continues to impress our family on a daily basis during our week long holiday here. We received exemplary service from Elmer, Sonia, and Pablo at the breakfast buffet. At the splash pool and Celsius restaurant, Roberto and Rachel impressed us with their friendly smiles and great service. Our room service experience which we used twice was incredibly satisfying with the gourmet food, prompt service, and even a follow-up call to make sure we were served properly. The room was kept incredibly clean and spotless every single day by our amazing housekeepers. The kids club staff were extraordinary and very accommodating with our requests every single day that we use their service. The staff all over the hotel are well trained in all elements of customer service and go out of their way to make it great experience for the guests. Thank you to all the great staff and management of Paradisus Playa Del Carmen.
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Intimidation & Unjust Charges - Terrible Customer Service
My stay at Paradisus Playa del Carmen was marred by an appalling experience that felt more like extortion than a luxury resort. After falling ill by the pool (likely due to something I consumed at the resort), I was approached by three men, including two security guards, who demanded I pay $500 for alleged “damages.” They tried to force me to sign a lengthy document on the spot, but I refused as I was unwell and couldn’t even review the details properly. At check-out, they again demanded the payment, but despite my requests, they refused to provide any evidence of damage or even a copy of the report they claimed to have written up. I was told I had no choice but to pay, with no transparency or accountability for the charge. The manager, Sidorfa, was especially rude, insisting that I was “responsible for my behavior” and suggesting my being sick was disruptive to other guests. This felt entirely like an attempt to intimidate me into paying an unjust fee. The treatment was unprofessional, unsympathetic, and left me feeling taken advantage of rather than cared for as a guest. Be very cautious if you choose to stay here – they seem more focused on collecting fees than on actual customer service.
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Family fun vacation!
Always have a great time! Staff is so friendly and courteous. Thank you to Rachel from Celsius who helped with my father-in-law when he fell, really helped us out! Aqua gym leaders(forgot their names) were so much fun! Some vegan options but chefs and servers really tried hard to meet our dietary preferences.