Via a travel agent we made specific requests in terms of room location and type. As no reply was made we assumed that these requests had been met only to find that they were not.
On arrival and in order to satisy our request for a quiet room away from the noise of the pool (significant on "Pool-Party" days) we requested a room change.
We were moved to a lesser quality room and despite requests from the start for a refund for the difference and having been lied to by both the hotel and the travel agent - the difference in cost (over $1,600.00 US!!) was not refunded.
We were told by the Hotel that the agent did not release funds until check-out and by the agent that this was not the case. Either way - one of them is lying and we are significantly out of pocket. The Hotel (on departure) offered us a voucher to receive discount on a visit within the next year (which we would have no intention of doing). We made it clear that this was not of interest but the girl insisted we take it. AT NO TIME were we told that this was compensation for our complaint. We made it clear that a refund was required however, upon return, our agent tells us that we accepted the voucher as compensation. Another lie!
This is a HUGE American style hotel that gives the feeling (aesthetically and service) of a conference centre.
The service is with a smile and 99% of the time polite and curteous however, you get the feeling of being on a conveyor belt. The restaurant booking system adds to this and removes any possibility for spontinaity.
Personally we do not understand the attraction of swim-up rooms. They're obviously located on the ground floor and the design of the hotel and grounds means that they are the darkest rooms, the noisiest rooms and most overlooked rooms. The additional cost is not worth the small benefit. Also the ban on swimming after 7pm restricts any pleasure of this "benefit".
The location of the Hotel is 45 minutes walk from Playa Del Carmen - reportedly a dangerous walk (as advised by security at entrance gate) although we did walk almost daily (on the beach during the day and usually a cab ($10-15) back). It is a hotel for those that never want to leave an overly air-conditioned complex.
We visited other boutique style hotels in Playa del Carmen and believe that the average European would enjoy these more.
We liked Mexico and its people but felt truely that Le Paradisus is not the best experience to be had.
- Official Description (provided by the hotel):
- Paradisus Playa del Carmen La Perla is a hotel catering to the discerning all-inclusive traveler. With 58 swim-up suites, opulent furnishings, and international cuisine prepared by award-winning chefs, this adults-only hotel is a crowd pleaser. Rooms feature special touches like deep soaker tubs and rainfall showers. Marble floors, flat-screen TVs, Minibar, in-room safe, free Wi-Fi, coffee maker, bathrobes and slippers, cable TV service and a DVD/CD player compliment the trendy interior design. Stay active with water sports like aqua aerobics, yoga, zumba and volleyball, or visit the spacious fitness facility. The Spa offers a wet and dry sauna($). Try a different menu every night with 14 restaurants. ... more less
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- Also Known As:
- Paradisus Playa Del Carmen La Perla Hotel Playa Del Carmen
- Paradisus Playa Del Carmen La Perla Mexico/Riviera Maya