Paradisus Playa del Carmen - Riviera Maya
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Paradisus Playa del Carmen - Riviera Maya

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Panorama at the Paradisus Playa Del Carmen La Esmeralda
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About

4.5
#7 of 24 resorts in Playa del Carmen
4.3 of 5 bubbles
Location
4.7 of 5 bubbles
Cleanliness
4.6 of 5 bubbles
Service
4.3 of 5 bubbles
Value
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HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
5.0 of 5 stars
HOTEL STYLE
Family Resort
Modern
Languages Spoken
English, Spanish
Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness / spa changing rooms
Free breakfast
Beach
Diving
Babysitting
Electric vehicle charging station
Parking
Wifi
Pool / beach towels
Outdoor pool
Private pool
Fitness classes
Sauna
Bar / lounge
Restaurant
Breakfast buffet
Breakfast in the room
Kid-friendly buffet
Swimup bar
Water sport equipment rentals
Aerobics
Entertainment staff
Evening entertainment
Table tennis
Nightclub / DJ
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Airport transportation
Car hire
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Head massage
Massage
Salon
24-hour security
Baggage storage
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun umbrellas
Butler service
Doorperson
24-hour front desk
Private check-in / check-out
Dry cleaning
Laundry service
Ironing service
Room features
Air conditioning
Private beach
Additional bathroom
Housekeeping
Minibar
Flatscreen TV
Walk-in shower
Bath / shower
Interconnected rooms available
Private balcony
Room service
Safe
Sofa
Telephone
VIP room facilities
Iron
Laptop safe
Private bathrooms
Tile / marble floor
Wake-up service / alarm clock
Complimentary toiletries
Hair dryer
Room types
Bridal suite
Non-smoking rooms
Suites
Family rooms
Hotel links
Special Offer:30 years of Rewards

Location

5 Av. Nte., Luis Donaldo Colosio, Playa del Carmen 77728 Mexico
Name/address in local language
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Grade: 59 out of 100
59
Cancun Airport
29.5 mi
See all flights
Aerodromo de Playa Del Carmen
15,715Reviews2,155Q+A100Room tips

Reviews
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Detailed Reviews
ShaneAndLisa wrote a review Jul 2022
Chicago, Illinois12 contributions131 helpful votes
Hotel's Favourite
5.0 of 5 bubbles
I’m writing this review of the Paradisus La Esmeralda family all-inclusive resort in Playa del Carmen, Mexico through the lens of a veteran Paradisus La Esmeralda family. We are a family of three – myself, my wife and our 15-year-old daughter.

We know there are many others out there who have visited this resort multiple times over the years and may be wondering what’s changed since COVID, how the resort in doing in general and what the difference between the old Family Concierge and the more recent “Reserve” status is. For those of you who haven’t been here before, it will hopefully give you a better picture as well.

This was our fifth trip to the Paradisus in ten years. We came here first in 2012, returned in 2013, then 2015, and then 2017. After, we hit a few other resorts and – voila – COVID, derailing a planned 2020 trip. Fast forward to 2022, and we are back! We had a short visit here, arriving on June 29th and departing on July 3rd.

IN SUMMARY

The Paradisus remains our favorite resort in the Riviera Maya. The combination of exceptional service, gorgeous grounds incorporated into the existing natural landscape, four-star restaurants with enough variety to make even long stays not become monotonous, plenty of fun for both adults and children, and comparatively reasonable prices make this place a real gem.

WHAT’S CHANGED

Since it has been five years from our last visit, we have some insight into changes sparked by time and by COVID. We’ll get into The Reserve in a moment, but the top line there is that you can pretty much expect the same thing you got if you chose Family Concierge a few years ago, with a few notable changes.

Mainly, the Paradisus is working its way through the tidal wave that has been COVID, and it’s clear that the challenges the resort industry faces are like many others in the form of staffing challenges, controlling costs without reducing the customer experience, and the like. In other words, the “changes” from 2017 are most prominently changes that are at a level above the Paradisus’ ability to have direct control. That said, backed by the strength of Melia, they seem to have figuratively weathered the storm quite well.

Other changes to be discussed include updates to the mix of restaurants and an overall reduction in evening entertainment that was such a prominent and enticing feature of the resort. Finally, the resort in recent years has doubled down on its commitment to being more eco-friendly, which manifests itself in a reduction of plastic bottles in favor of glass, reusable plastic cups at the pool, the removal of the heavy flow option button functionality on toilets, and most notably, the introduction of towel cards to enforce a one-per-person usage. On that last point, this ends up reducing laundry service, presumably, which is also good for the environment. Those of you who don’t believe climate change is real may be disappointed in these changes, but you’ll still have plenty of down-home, old-fashioned fun here, so please don’t cry in your beer – take a shot of mezcal instead and stiffen that upper lip!

WEATHER

Really quickly, the weather was ridiculously awesome. You honestly never know what you’re going to get there this time of year. In 2015 we stayed for two weeks and the entire first week was literally a wash as a massive tropical storm rolled through. This time around, it was nearly cloudless sun and 90-degree Fahrenheit temperatures with literally no rain. It misted once for about 30 seconds. Not kidding.

My southern Italian wife is so dark she will have tan lines for the next twelve months. My white northern European skin survived by the grace of Hawaiian Tropics Silk Hydration 50 SPF and 30 SPF applied liberally, and Neutrogena’s Ultra Sheer Face Mist 55 SPF. No paid endorsements here – these products are gold.

ROOM

In recent years, we’ve chosen swim-up suites for an extra layer of convenience and family togetherness, and because as our daughter entered her teen years, the appeal of her own space/room was more appealing. At a fair number of resorts, Paradisus included, a portion of those one BR suites have a swim out option. We chose this for the first time at the Paradisus.

We chose the Reserve One-Bedroom Deluxe Swim-Up Suite – the smaller of the one-bedroom swim out options. You can choose the larger “Master” version for about $150 US more per night. You’ll get about 250 square feet more of room in the main area for that. We didn’t see it as necessary with only three people, but I can see a case for the larger version if you have more people.

Our room number was 2024 and we were located basically at a corner of a swim-up section to the southwest of the main pool. The location was incredible – because there were no occupants of any swim-ups within five rooms of us in either direction, we essentially had a large private pool and wing of the resort to ourselves. We had full sun in the morning outside the unit until the hottest part of the day, around 2pm, when the shade was welcomed. And, we were adjacent to a foot bridge connecting the main pool area to the room complex, meaning that we had overhead shade within feet of our swim-up.

We brought the UE Wonderboom Bluetooth speaker along and a deep cut playlist of a combination of Jens Buchert spa music and Martin Denny cocktail tracks, and essentially created our very own beach club environ. The tunes blended with the environment from an “I’d expect to be hearing that being pumped around a resort’s music system” so no complaints from anyone passing by. Pro tip 

In terms of living quarters, it’s what you would expect from the Paradisus. Comfy beds and soft linens in the bedroom, a decent sized bathroom that could be accessed through either the bedroom or the main room, and a kitchenette area, kitchen sink, circular dining table and chairs and sofa bed. I will say, these sofa beds are different than the pull-out sofa beds in the other Reserve rooms we’ve stayed in. They don’t fold out into an actual pull-out bed with a real mattress – it feels more like a futon in its firmness when pulled out and my daughter commented on that aspect. Yet, she did survive.

The resort has subtly cut back on a few things in the room, notably that it appears you no longer are supplied with slippers in the room. That said, I bet if you asked for them, they would bring them. The amenities like body wash, shampoo and conditioner also appear to have been downgraded from premium products, though they all still functioned as expected!

Overall, the room showed a little of the wear and tear that comes with time, but the resort seems to be on top of routine maintenance to keep the aesthetic to a high standard. I guarantee you that the Paradisus repaints rooms far more frequently than any of us do in our own homes.

One other notable thing was a lack of nightly turndown service. This, again, is probably a staffing issue and by no means a must-have.

THE RESERVE

Let’s talk about The Reserve. This was our first time with this new incarnation of Family Concierge, and we knew some of what to expect but weren’t entirely sure it would be the same experience. One thing to note here is that this was the first time we had a room that wasn’t located in the actual Reserve block of rooms section. That section is the block directly north of the Reserve pool and Reserve lobby. In our opinion, it didn’t matter. It was a short walk to the Reserve lobby, and honestly, we didn’t really need to do that during our stay. What this does allow the resort to do is offer Reserve-level service to a particular class of room without requiring that the room be physically connected to the Reserve section.

From the standpoint of service, the Reserve works the same way Family Concierge did – you receive a personal staffer who is with you for your entire visit and can act as liaison to the many services of the hotel, including restaurant reservations, room service, The Kid’s Club, maintenance, etc. Yes, you could do these all yourself, and there are resources through the Melia app to do so but having someone with an inside track is invaluable – feels like you’re being expedited to the head of the line every time.

What’s awesome as an update for us since 2017 is that the Reserve has moved from proprietary digital communications systems like Telcel cell phones given to guests, to the use of What’s App for communication. We were able to communicate in real time throughout our stay.

At this point it’s important to give a major shout out to our Reserve concierge, Jonathan, who was easily the best concierge we’ve had in all five of our stays. He was almost immediately accessible every time we had an inquiry or request, and never was unable to accommodate. A sampling of our requests and the turnaround on them:

“Can we have a bottle of the house cabernet delivered to the room so we can have a drink after dinner at 7pm?” RESPONSE: “Yes, absolutely! It will be arriving around 7pm.” RESULT: The bottle, a corkscrew and two wine glasses were waiting for us when we returned from dinner.

“Jonathan, we are back at the room swimming and our pool towels were removed during the maid’s visit – can you arrange for new towels. RESPONSE: “I’ll gladly bring.” RESULT: he walked them over personally five minutes later.

“Jonathan, we think the air conditioner in the main room isn’t working – could someone from maintenance come by and check?” RESPONSE: “Can I send them now or after 11am?” RESULT: maintenance arrived within 30 minutes and fixed the A/C.

Originally, Jonathan made dinner reservations for us for all four nights with some of our choices, among them a teppanyaki table at Bana. Unfortunately, the only time he could get for us was 9pm, which is a bit late for us when we are on vacation. But we really wanted to go and didn’t express any disappointment to him. On the morning of, he noticed that an 8pm reservation for teppanyaki had been cancelled, and he reached out immediately to ask us if we’d like the earlier time slot. YES, we do! That’s proactivity at its finest!

SERVICE

If you’ve been here before, you’re familiar with the phrase “It’s my pleasure” in response to any staff request. We noticed less of this than in the past, and the only thing I can think of to explain it is that it’s so hard for anyone to find staff and retain right now, and as a result, training is way more complicated. That said, the lack of that phrase didn’t diminish the service level in any way. It’s more of a brand issue than anything – it was a simple but memorable point of differentiation for the Paradisus. I say this as someone who works in corporate and product branding.

POOLS

Really no changes here. Same pools, same service level, same progression of activities as before. Just fine. Again, shout-out to the swim-ups – I think I prefer them to the main pools now.

BEACH

What’s to say that hasn’t been said. If you’ve been following the sargassum issue in the Caribbean in the past six or so years you know what’s going on. I blame Brazil, the deforestation of the Amazon and massive increases of agricultural runoff. If you don’t believe me, Google “sargassum Caribbean Brazil to blame amazon runoff nola.com” and you’ll get the skinny on it. And it’s no longer just Mexico and the Caribbean suffering. These blooms have now made their way to Miami and other parts of Florida, wreaking havoc on the tourist scene there and ironically drawing the ire of the same public officials who deny climate change or the right of governments to regulate corporations, so they don’t ruin the environment. Karma’s a bitch, eh?

The Paradisus has installed a barrier about 300 meters offshore to protect the beach, but it ain’t perfect. It does stop most of the big blooms from making their way to shore, however what appears to be happening is that it pulverizes a lot of the sargassum from the blooms being crashed against the fences by the currents and so what comes through is a fine, red particulate. It’s swimmable but not particularly enjoyable. It’s just not what it used to be, but again, not the fault of the resort.

One thing they have made available are hobie crafts piloted by beach staff that will take you and family out to a very clear area of water near the fences where you can swim around. It’s a novel solve for a persistent problem.

RESTAURANTS

This is still some of the best food we’ve encountered at a resort in its class. Notable changes: gone is Bento, in is Capella, an Italian delight that makes some of the best pastas we’ve had out to eat. My wife is Sicilian, she makes her own pasta and commented that all three pastas we ordered were outstanding. This is a great addition to the resort.

Bana, which I’d describe as pan-Asian with private teppanyaki rooms, has expanded from just the adults only side to the family side as well, as Bana Family. Word has it that there were so many complaints from adults only guests of kids coming over to the adults only side to get to Bana in years past (that was allowed as the one exception to the adults only side) that they decided to create Bana Family to shut them up and offer more teppanyaki tables.

Our experience at Bana Family was not what it has been at Bana. First, the teppanyaki tables aren’t private so it’s less of an intimate experience. Second, because there are four open air teppanyaki tables in a room space dominated by them, the temperature inside the restaurant on a hot night is pretty unbearable. We were dying for more water to be brought to the table. Third, there was little show cooking to be had. Gone are the parlor tricks like the onion volcano and the like. It honestly felt like we were being moved in and out rapidly. I remember the private tables being at least 90 minutes. This was over - start to finish - in less than 45 minutes. It was a bit of a disappointment to be honest.

ENTERTAINMENT

COVID has clearly decimated the entertainment industry. The Paradisus excelled at nightly entertainment at the outdoor North Avenue Bar, with Mayan-themed acrobats and routines, honestly stellar Michael Jackson impersonators, Americana performances and the like. The choreographic was tight, the performances were fresh, the performers were uber-sexy, and the content was still (mostly) family-friendly.

Most of that is gone for now. It’s a challenge I’m sure the entire resort industry is facing, and I cannot imagine what most of the folks who used this as their livelihood are doing for work right now – it’s definitely a setback for that performance industry as it lost a whole segment of talented performers who probably stopped the rigorous training needed to perform at that level. On the flip side, I’m sure that the Circe du Sole companies in Cancun are having no problem finding high quality talent, as there are probably still a ton of people capable and not working.

We look forward to seeing this make its return up and down the Riviera Maya and wish the best for all in the circus industry who are struggling to get back into the game.

ROOM S

RATING

I’m still going to give this trip a five-star rating, and here’s why. Most of the challenges I’ve described are industry level or beyond – not the fault of the Paradisus. I’ll overlook the subpar experience at Bana family for the unexpectedly awesome new experience at Capella and give the resort credit for creating Bana Family to make everyone happy.

There is no question we will return to the Paradisus, we will do another swim-up, and we will ask for Jonathan at The Reserve!
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Date of stay: July 2022
5.0 of 5 bubblesValue
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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 Guest Service Center, General Manager at Paradisus Playa del Carmen - Riviera Maya
Responded 12 Jul 2022
Dear ShaneAndLisa, Thank you for taking the time to write such a nice and honest review, and for having your holidays in our hotel. We are very glad that you enjoyed your holidays so much. It was such a pleasure reading your pleasant and positive comments. Without a doubt, reviews like yours encourage us to continue working harder and better for our guests’ experiences at our hotels are always enjoyable and great. Definitely, we will share your comments with the staff, they will be so happy to read it. We look forward to meeting you again in the near future. We will do everything possible you have a great and memorable holiday next time. We hope to see you as soon as possible in Playa del Carmen. Thank you very much for stay with us and for your comments again. Sincerely, Guest service center management
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A. Lopez wrote a review Jan 2020
10 contributions3 helpful votes
+1
5.0 of 5 bubbles
We travelled back in October and I still talk about our experience to family and friends. This was our first trip to an all-inclusive resort and we stayed 9 days at the resort and opted for Family Concierge. They got in touch with us even before we left to start planning for our trip including booking restaurant reservations. When we arrived, they took us directly to a separate check-in counters and was seated with drinks immediately. There was a bit of a wait, but we were given drinks right away and made welcome by the staff. Our concierge was Sofia and from the moment we met, she was always so open and responsive to all our questions and requests. She asked about drinks we liked and every day, our fridge was stocked with all the items we mentioned. We enjoyed the food quite a bit, which was highly unexpected since it is all inclusive. Walking around the resort, the staff were always so pleasant to deal with. The beach was walking distance from the resort and we did not have any issues with seaweed washing up.
Our room had 2 double beds and they do a great job cleaning every day. If we ever had any concerns, they were very responsive and got issues resolved quickly. They were doing renovations at the Family Concierge building, which included our floor but it never got loud and the paint smell never reached our room.
We came with our 3 year old and she absolutely loved it as well; the food, the pool, Sofia's surprises, and the Baby Club. She loved all her babysitters and she requested to return almost every day. They do a great job at kid's club and get a hold of us as soon as our daughter wanted to leave or eat. Definitely something we recommend if travelling with kids. They have scheduled activities for the kids and never once did I feel unsettled by leaving my daughter.
Overall, I would really consider returning and would definitely recommend. We met a family that had been there at least 3 times and honestly, we understand why.
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Date of stay: October 2019
5.0 of 5 bubblesValue
5.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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.
Agop N wrote a review Jul 2020
2 contributions4 helpful votes
5.0 of 5 bubbles
What an amazing resort! We were so happy we went. It was myself, my husband and our 3 year old son. Firstly, airport is so empty that it was a breeze going through security at Cancun airport, we had a private transfer booked with our package that drove us straight to the resort, which took about 40 mins. At arrival the resort was very empty, but that's only because we got there July 5 and they opened on the 1st, more and more people started slowly coming in. But we did not complain, it was so nice to be the only ones, check in was quick and easy. They tell you you need to wear your mask in closed/public places and when you enter restaurants. Otherwise at beach/pool you dont have to wear it. The personnel ALL wear masks and shields, i actually felt really bad for them in this scorching summer heat but it makes me feel safe about myself. They also have hand sanitizer and foot mats on every entry. At restaurants they measure your temperature.
THE FOOD WAS THE BEST I've ever had. You need to download their app to see the menus. No buffet, it's all restaurant style. Very gourmet, very tasty, and lovely presentation. The liquor is top notch, with amazing cocktails.You can order food by the pool and the beach too which is a great perk. Room service charges you $5 each time, but it's just as delicious.
THE SERVICE is the best i've ever had, i always say this about Mexico, but these guys were really attentive and genuinely cared to make sure we had an enjoyable time.
Miguel at the beach was our go to guy for lounge chairs and setting up our umbrellas, a very friendly guy that even went out of his way to keep one of the hats they made for the kids to give to our son since we missed the event. Manuel and Gibran were the waiters on the beach who were also really nice. They brought us drinks and food.
Then the ladies who came out to make sand castles with the kids - Linda, Yessenia and Yadira were just lovely, they even got my son a stuffed toy as a good bye gift.
Entertainment - they have a show and DJ every night. There is a lovely female DJ (i didnt catch her name) that played amazing music, it was a shame it was empty because i can imagine an awesome beach party at the Gabi Club. Then they had live music almost every other night, and some other shows as well.
The water park is great too. The beach started with seaweed for a couple of days but after that it cleared up and it was perfect.There's a public beach on both sides of the hotel but didnt bother us.
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Review collected in partnership with Meliá Hotels International
Date of stay: July 2020
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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 Guest Experience, General Manager at Paradisus Playa del Carmen - Riviera Maya
Responded 21 Jul 2020
Dear AgopN, We appreciate your comments. Thank you for such a detailed review, we worked very hard during this break to adjust the new hygiene and safety protocols to our service and attention toward guests. Our priority is to make our guests feel relaxed and safe at the same time. We are gradually adjusting our service to the new normality. We know there are a few things missing but we are getting there. Our staff will be pleased to read they were a significant part of your Paradisus experience. we just hope to host you again soon. Best regards. Guest Service Center Management
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Kevin wrote a review Jan 2020
2 contributions7 helpful votes
5.0 of 5 bubbles
We travelled here over the new year with our two children (7 & 9) and one set of grandparents, and had a very relaxing time.

We booked the Family Concierge, and I would definitely recommend it. You will have a "butler" who can take care of any arrangements for you (e.g. restaurant or massage reservations) and keep you updated on events around the resort (e.g. shows at night). Our butler Jonathan Vergara was terrific. He kept in close touch via WhatsApp and did his best to help us when we wanted to change dinner reservations or sort out what activities were available. He was terrific with the kids, who loved him, and he really was a great help.

The other great aspect of the Family Concierge was the Olio restaurant which is available only to Family Concierge for breakfast and lunch. It was relatively small and outdoors, and had terrific staff who got to know us over the week and were eager to help us with with special requests. One waiter, Demetrio, got to know us by name and greeted us cheerfully every day. On our last day, as we were preparing to leave he made a special effort to get us our food quickly and out the door so that we made our bus on time. Olio did not have had the largest buffet or menu, but the friendly atmosphere was a huge contrast to the large, loud, cafeteria-like NAOS, which was the main breakfast location, and one of the few things about the resort that I did not like.

The Family Concierge pool was also a nice feature. It is relatively small, but fun for the kids and more shaded than the main pool, which could feel quite exposed during the middle of the day.

With respect to restaurants, our favourite dinner was at the The Grill, which is a Brazilian restaurant with an outdoor terrace. If you are a meat eater the food was terrific, and the atmosphere was nicer than some of the others. Bana had good sushi, but the Bana Family Teppanyaki could be skipped, especially if you eat at Teppanyaki restaurants at home and have something to compare to. The contemporary Mexican restaurant Mole was also great and Olio was surprising good for dinner. As mentioned above, we did not like NAOS. The food was fine, but the atmosphere in this indoor restaurant left a lot to be desired.

We had a swim up room, which we only used a little. Most of our time was spent at the pool or beach and the view into the courtyard was nothing special. In retrospect we would have preferred a high floor room with a view of the ocean to enjoy in the morning or evening when we were actually in our room.

Overall, the resort is clean and well run, and the friendly and helpful staff really makes a difference.
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Date of stay: December 2019
3.0 of 5 bubblesValue
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
Room Tip: Swim up rooms don't have great views and you might be better with a high floor room with a view.
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.
Carissa D wrote a review Mar 2020
Sioux Falls, South Dakota2 contributions3 helpful votes
5.0 of 5 bubbles
Demetrio who worked at Olio and the pool was one of the kindest waiters. Jonas who worked in the towel shack by the pool was also super nice. Here's a few tips/observations that might be helpful to others:
Be sure to contact the resort a few weeks out and make dinner reservations each night.
Find out what the nightly entertainment is and be sure to go. One night they performed part of the Lion King musical (partly in Spanish!), another night there was a magic show, the next night the Frozen characters came out, another night there was a mariachi band/Latin dance and the next a piñata/Coco party.
The beach and ocean were wonderful, hardly any seaweed when we went. Ask one of the waiters on the beach for some coconut water served in a coconut - its $8 and makes for a fun photo op :) They will even take it back and cut it up so you can eat the coconut meat.
Playa del Carmen is about a 15 min walk on the beach -so you can walk there if you like.
If you do Family Concierge, your butler will do so many fun things for the kids. One night he set up a bubble bath in the outside jacuzzi and another night there was a pirate scavenger hunt in the room.
Be sure to bring floaties and pool toys from home so you don't have to buy them at the gift shop. My favorite tip is if you have time the morning you leave, book a body scrub at the spa! I did a chocolate scrub with a massage and its a great way to get all the sunscreen and sand scrubbed off! Perfect way to end your trip :)
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Date of stay: February 2020
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.
Susan H wrote a review Feb 2020
2 contributions4 helpful votes
5.0 of 5 bubbles
Paradisus is now our favorite resort near Cancun, Every room is located with a view of the pools and is completely modern and clean. The meals were above average - with exquisite presentation, a variety of food types and well trained wait staff.
The pools had daily activities and were sparkling clean. The beach is right on the Caribbean. Seating is comfortable and well attended by waiters whisking you any type of drink and nachos too.
We enjoyed the water staff including Miguel, Alan, Angel and more. They keep you busy with dancing, water activities and more. In the evening, they provided an event which is always fun to watch.
Highly recommended!!
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Date of stay: January 2020
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.
Liz R wrote a review Oct 2020
Chicago9 contributions33 helpful votes
5.0 of 5 bubbles
I'm back home 4days now, I miss it already! The architecture, interior design, ambiance, gourmet food & presentation, the amazing customer service from the staff was outstanding! I can't say enough about this amazing resort! The rooms were cleaned to perfection daily, sanitized. Door entrances in public areas had mats with sanitizer on them to clean shoes off, hand sanitizer stations everywhere, silverware was sanitized & wrapped. Upon arrival our luggage was sprayed with sanitizer & wiped down! Everything about this resort was outstanding! I have been to many resorts & this truly is paradise! Our concierge, Maria Torrez went above & beyond, she was with us from check in to check out! Flor at the isla coffee shop always greeted me with a smile & good conversation. The coffee shop is so beautifully located over a koi fish pond! Everyone who works here was amazing! Ricardo at the Arts & Crafts gift stand located in the pool area has fair prices for handcrafted gifts, we didn't even have to go to 5th Ave! I love this amenity & his fair prices. Note to resort: I don't know how much he pays in rent, but please lower it so he can continue to give guest fair prices, he was very sweet. Please tell him Thank you & Hola from me the girl from Chicago that bought lots from him. There was no reason for us to leave the resort for 7 days. Shows were amazing, our 1st night there was an Aztec show that was equivalent to a broadway show! The pool area is beautiful, lush landscaping, palm trees everywhere. The spa Wow beautiful! Be sure to get a massage from Andres, the best! Book with Marcelo when he stops you on your way to the restaurants, he has a massage cart, tell him Liz & Nina the 2 primas (cousins) who were playing their music at the pool that he was dancing to recommended Andres, he'll hook you up with the best massage ever! The Palapa was our favorite restaurant every dish was outstanding. My favorite which I had 3x's was the filet mignon/portabella mushroom. Note to resort: Please do something special for Maria Torrez & Flor from me, they both went above & beyond! Great guest service. I am planning to return & telling everyone about this amazing resort, I'm following/sharing all your post on Facebook. Sincerely, Liz Reyna
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Date of stay: October 2020
5.0 of 5 bubblesRooms
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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 Guest Experience, Director General at Paradisus Playa del Carmen - Riviera Maya
Responded 29 Oct 2020
Dear Liz Reyna, Thank you for sharing your experience with us. It is pleasant for us to know that you enjoyed your stay at our resort and that you appreciated the friendliness and service of our staff. Especially the service provided by Maria, Flor, Ricardo, Andres, and Marcelo we will gladly pass on your compliments to them and we are sure that your notes will motivate them to continue with their great job. We are also making sure their supervisors also know about their great performance and offer them an incentive for their day to day work. We remain at your disposal for further asssitance for your return visit. Best regards. Guest Service Center Management
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ErikinBoise wrote a review Jul 2021
Boise, Idaho5 contributions7 helpful votes
4.0 of 5 bubbles
My extended family took a vacation to Play Del Carmen and settled on Paradisus due to the great reviews and kiddie pool/water park options for our 3 1/2 year old daughter. We chose the reserve option to take advantage of the concierge. We had a very difficult check-in, which in hindsight was probably down to user error in how we booked the rooms through Costco. We should have called them rather than doing it online. My parents didn't get into a room until 9:30. Once they got in the hotel had a very loud wedding party with a DJ going on until 11:30. The power went out to the hotel briefly and my parents' room required maintenance to get their power working. Because of the booking issues, none of our dining reservations were together. After spending 12 hours getting to Mexico and another 6+ getting into our rooms we were done. On the first night, my wife and I decided that we had enough and that we were going to call Costco after breakfast and get any portion of a refund and return home.

After some sleep I went to the Reserve only Olio restaurant for breakfast. I was disappointed to find out that I couldn't get a bloody mary and that the resort doesn't offer alcohol before 11. I'm not a big drinker, but that was a disappointment. After some great chilaquiles and eggs our concierge, Francisco, had rerouted all of our restaurant reservations and put us all together at various restaurants through the property. He also sent us a map and a list of activities through the Whatsapp group that he set up with the family. I took my kid to the pirate ship pool and the whole stress started to melt away. The food and service were mostly great with a few misses (the main buffet is to be avoided and Mole' restaurant is not to be missed). The grounds are beautiful and well maintained and the rooms are really outstanding.

We were aware of the sargassum issue going in and decided to take the ferry to Cozumel for a beach day. While were glad we did this as the people in Cozumel need the help, it is a real undertaking. We spent two-hours plus each way between Cozumel and Playa del Carmen and the ferry is not for those susceptible to motion sickness even in pleasant seas. A long way to go for a few hours at the beach, so if the beach is your jam, I would wait until the sargassum retreats before I book. The beach area looked really nice at Paradisus, but was impenetrable with sargassum.

All in all, I can recommend Paradisus Playa del Carmen. Make sure your group is set up correctly with the hotel beforehand and ensure that sargassum season is over if you want to enjoy the beach. My family and I decided we enjoyed cruising a bit more than the all inclusive resort, but the expansive grounds and uncrowded pools are a plus to those who might feel claustrophobic on a ship.
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Date of stay: June 2021
3.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
4.0 of 5 bubblesService
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 Guest Service Center, General Manager at Paradisus Playa del Carmen - Riviera Maya
Responded 12 Jul 2021
Dear ErikinBoise, Thank you for sharing your experience. We regret to know you had a rough start that you had to go through this confusion at check-in, we are gladly sharing your feedback with our associates for a better follow-up with our guests prior to arrival. We also apologize if there was some delay on our side on your way in, and with the activities going on at the resort during your vacation. Also, know that we are working really hard to keep our beach clear of seaweed, we have 20+ people cleaning brigades, two bobcats, two tractors, and a brand new net that will keep seaweed at bay. We will be glad to host you again soon Best regards Guest Service Center Management
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NorthernExplorer101 wrote a review Feb 2020
Toronto, Canada1 contribution2 helpful votes
5.0 of 5 bubbles
We recently returned from our stay at La Paradisus Esmeralda. We are a family of four with two kids < 7. It was our first visit to this resort.

The rooms were very spacious and well-kept as were the lush green grounds. The resort did not feel too big and everything was within walking distance which was nice. The beach had minimal seaweed which was great for building sand castles. Our children are young and as such, we were not adventurous enough to test the large waves except to dip our feet into the warm sea waters but we saw many enjoying the waters. The kids waterpark was a hit and lots of fun for children and adults alike! Food was overall very good with our favourite being the Mexican restaurant. The risotto and the octopus dish at the Italian restaurant was also very good!  

We did get the family concierge service as recommended by many reviews on this forum.  The benefits are:
Access to a heated family concierge private pool (the kids pool in main resort area in addition to the kids waterpark is heated as well)
Access to Olio restaurant which was great for breakfast and lunch (we did not have dinner there so cannot comment)
Butler service - we are low key people and didn’t ask for much but it was nice to have someone take care of reservations for us as well as set up some surprises for the kids during our stay. The kids loved the treasure hunt! Our butler, Jeaneen, was very nice and approachable and always willing to help and answer any questions we had.
Quick check in and check out process
Free room service (we did not use this) as well as in-room bar access

From the time we entered until we left, what we were most impressed with was the level of service. Everyone was always greeting us with a smile and checking in to make sure we were enjoying our stay.

We especially want to thank Cristian @ Olio for his excellent services whenever we visited. His kind and attentive nature as well as his willingness to share with us about the Mexican culture and people really put a personal touch to our vacation!

There were so many people who made this a special stay for us. Special mention goes out to Ricardo @ the FC pool who always made sure to have fresh towels for us with a smile. Also a shout out to the lifeguards at the water park for their very close attention to keeping everyone safe. It was also very reassuring to see them shut down the pool with the threat of any potential infectious diseases. I have full confidence that the health and safety of all children was protected and promoted this way despite the inconvenience of the pool sometimes being shut down for hours or for the rest of the day. The last thing you want when you go on vacation is a sick kid halfway through!

Thank you Paradisus for a wonderful vacation!
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Date of stay: January 2020
5.0 of 5 bubblesRooms
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
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.
Ilene N wrote a review Mar 2020
16 contributions9 helpful votes
+1
5.0 of 5 bubbles
My family and I recently returned from this amazing resort a couple weeks ago and wish we could of stayed longer! We were treated VERY well by the entire family concierge team! I definitely recommend upgrading as you have access to the heated concierge pool, Olio restaurant for breakfast and lunch, comfy beds w fresh juice bar on the beach and free(tip appreciated)sailing, paddle board and canoeing.I probably left out tons of other amenities that the concierge level offers but those really made our experience special.

This resort has a seaweed barrier so the beach was always clean👍🏽

The nightly shows were so much fun for our family too...Salsa bands, acrobatics, karaoke etc etc! We didn’t get to use the kids club but it was convenient and the ladies were very nice when we visited.

Our favorite restaurants were Mole, Olio and the buffet!

A HUGE thank you to Ivan(our personal Butler) who went out of his way to make sure my son had medicine when he fell ill, he moved us rooms so that we were more comfortable and was a genuinely nice person to my family and I. Muchas Gracias Ivan!!!

Wilber was great and always had so much enthusiasm when we took part in his activities! He even braided my hair one day!

Because of employees like them and service that the family concierge delivered we will be back!
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Date of stay: March 2020Trip 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 QD_Paradisus, Gerente at Paradisus Playa del Carmen - Riviera Maya
Responded 14 Apr 2020
Dear ilenen, Thank you for taking the time to share your Family Concierge experience with us and with future guests. We are glad to read your family had a pleasant stay with us, while all of you found what you were looking for: fun, relaxation, food quality and variety, comfort, warm service and a unique place that feels like home We will be waiting for your return Best regards. Guest Experience Paradisus La Esmeralda Playa del Carmen
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Sonia B wrote a tip 17 May
1 contribution
5.0 of 5 bubbles
"Book nikte and get a personal concierge. "
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Mario L P wrote a tip 16 May
1 contribution
5.0 of 5 bubbles
"Bring your own shade to be up on water/beach front . We brought our shimbumi shade and it was light weight and able to carry on the plane. "
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Jasmine W wrote a tip 13 May
2 contributions
5.0 of 5 bubbles
"Make sure to make dinner reservations before 4pm if you don’t want to eat at the buffets. "
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Bruno G wrote a tip 12 May
10 contributions1 helpful vote
2.0 of 5 bubbles
"Don't go in Riviera Maya"
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Teresa wrote a tip 10 May
New York City, New York122 contributions49 helpful votes
5.0 of 5 bubbles
"Nitke not needed"
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PRICE RANGE
£302 - £438 (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 nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
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PARADISUS PLAYA DEL CARMEN - RIVIERA MAYA - Updated 2024 Reviews, Photos & Prices

Frequently Asked Questions about Paradisus Playa del Carmen - Riviera Maya
Which popular attractions are close to Paradisus Playa del Carmen - Riviera Maya?
Nearby attractions include Playa Punta Esmeralda (0.4 miles), Galeria Luis Sottil (0.2 miles), and Playa Publica 88 (0.07 miles).
What are some of the property amenities at Paradisus Playa del Carmen - Riviera Maya?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at Paradisus Playa del Carmen - Riviera Maya?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Paradisus Playa del Carmen - Riviera Maya?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Paradisus Playa del Carmen - Riviera Maya?
Yes, free parking is available to guests.
What are some restaurants close to Paradisus Playa del Carmen - Riviera Maya?
Conveniently located restaurants include Sal. Steak - Cave, Fuego, and Bana Restaurant.
Are there opportunities to exercise at Paradisus Playa del Carmen - Riviera Maya?
Yes, guests have access to a pool, a sauna, and fitness classes during their stay.
Does Paradisus Playa del Carmen - Riviera Maya have airport transportation?
Yes, Paradisus Playa del Carmen - Riviera Maya offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Paradisus Playa del Carmen - Riviera Maya?
Yes, dry cleaning and laundry service are offered to guests.
Does Paradisus Playa del Carmen - Riviera Maya offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Paradisus Playa del Carmen - Riviera Maya?
The staff speaks multiple languages, including English and Spanish.
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