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“Poor Service”

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Paradisus Playa del Carmen La Perla
Ranked #20 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Playa Del Carmen
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Poor Service”
Reviewed 14 May 2014

Not what we expected, makes no different paying for the royal service as it will be the same service or even lees than the regular service. Hotel was really nice but it lacks of good service. Beach are was not that great. there was few employees who really know how to make a difference to the visits

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
1 Thank Abraham Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 15 May 2014
Dear Guest,

As service-oriented company, we have a firm devotion to accomplish our guest’s satisfaction; therefore, we are sorry to read the Royal Service was not what you were expecting. The extra benefits and services for our Royal Service guests (the opportunity to have breakfast and lunch at “La Palapa”, the private pool with pool concierge service, additional amenities in your suite, private lobby with a bar available 24 hours, butler assistance, etc.) are great motivation for returning guests. Nevertheless , your notes will be taken into consideration by our Royal Service manager , who along with her team will take corrective measures in order to improve their service at our most exclusive area in the resort.

Thank you for sharing your feedback and I hope you would be willing to give us a second chance to give you the experience you deserve.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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San Miguel de Allende, Mexico
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 14 May 2014

This was our 5th two week stay at this property. We stayed in Royal Service and the entire staff at the hotel treated us royally. Monica was our butler and did an outstanding job. We really enjoyed Passion as we ate there twice. Chef Max and his team of chefs do incredible work. We will be back soon.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nancy Z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 15 May 2014
Dear guest,

It was an honor being your host for the fifth time . We really appreciate your loyalty to Paradisus!

We feel satisfied to know that you enjoyed twice our Passion restaurant and you felt pampered by our attentive staff.

Your appreciation to some employees´ work like Monica and Chef Max will be sent to them in order to motivate them to keep their enthusiasm in serving our guests.

Thank you again for your preference and we will be waiting for you again in your home away from home: Paradisus Playa del Carmen La Perla/Royal Service.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Playa Del Carmen
1 review
Reviewed 14 May 2014

One of the best trips in a long time. We did the royal service. Our butler Hector Diaz kept us pampered and made sure we relaxed and had a great time. It's been a month and I'm still wearing my bracelet wishing we were back.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank Chris V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 15 May 2014
Dear guest,

We really enjoyed learning that you had a relaxed and great time at Royal Service, while you got pampered by your butler Hector, we will surely congratulate him in your behalf.

Thank you again for your review and please honor us again with your visit in the future.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas
Level Contributor
16 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 14 May 2014

Just came back from a perfectly pampered vacay at the Paradisus. My husband and I were celebrating our 3 year anniversary and had a wonderful time. The service was AWESOME, the hotel was BEAUTIFUL...just wished there was more of a beach. Overall, I would give this 4.5 stars. It would be for sure a 5 star if the beach was better.

SERVICE - 5 *****
Although we did not pay for the "royal service", we certainly received it. When upon check in, our room was available right away. Our concierge, Carlos, was amazing and helped booked our restaurant reservations for the entire stay. This is the first time that we stayed at an all inclusive where we didn't have to wake up early in the morning to wait in line to make restaurant reservations and we were able to make reservations for ALL three nights we were there. In the past we have always had to eat at the main buffet restaurant for the first night. This fact alone was already winning me over.

When we returned from our dinner the first night, we were treated to a bottle of champagne and chocolate covered strawberries to celebrate your anniversary. Nice touch again by Carlos! He also gifted us with a souvenir Mayan necklace.

On your last night there, we came back to our room with a bubble bath drawn for us. The tub was filled with rose petals and nicely decorated with roses. We were planning on having a nice bath that night before dinner and that is what we came back to find. Again, what a nice surprise! And how did they know?!

ROOM - 5 *****
As far as the room goes, it was VERY nice & comfortable (we got the jr suite with the faux fish tank). Nice neutral modern decor, the bed was great, nice oversized tub, and amazing double shower. This was one of the best rooms we have stayed in, it has everything we needed. House keeping did a good job with cleaning. The turndown service with chocolates on the pillow was a nice touch!

FOOD - 3.5 ***
We read really good things about the food...but don't think it was that great. To be fair, it was good for an all inclusive...but maybe not something I would rave about.

We had Bana (Asian/Japanese) the first night, it was just okay. The sashimi was fresh, but the knife work of the chef was not the best. And for some reason, they choose to just put it just a regular plater w/out ice for something to keep it cool. As a result, the fish got warm rather quickly. So you had to eat quickly or have warm raw fish.

We also tried Passion by Martin Berasategui, a 6 Michelin Star Chef. This is a must try, even though there is an extra charge of about $50/pp. The service was impeccable....very attentive staff. There are 7 courses, but we actually got 2 extra courses (2 amuse bouches, 3 appetizers, 2 entrees - one fish, one meat, 2 desserts). I am rather a picky eater and don't really eat red meat (they had a course with beef tenderloin), so they switched it out for an extra fish course for me. My husband doesn't care for cooked fish, he's a meat & potatoes guy (there was a course with Monk fish), so they switched out his fish course for veal. This was awesome, we were just going to give each other what we what we don't like but we didn't have to. It was a wonderful culinary experience. Although the food might not be something we might order off the menu all the time, but we appreciated the flavors, textures, and creativity that chef introduced to us. I also learned I REALLY liked monkfish.

On the last night, we had La Palapa for dinner. The food here was okay as well. BUT the chocolate fondant cake dessert was AMAZING.

For breakfast and lunch, we usually go to the main buffet restaurant. The buffet offerings were not as much as what we typically used to at other resorts...but the food was okay. A better option for lunch? The Grill (poolside restaurant) offers basic stuff like burgers, wings, salads...this was actually pretty good.

BEACH - 3 ***
I read that the beach was not the best prior coming to the resort, but was still disappointed with the beach. First of all, when you go to a Mexican beach resort, you expect to actually see the beach. Like when you enter the lobby, from the pool, or from the restaurants....etc. Yeah, there is none of that here. To actually see the beach, you need to book a room with a beach view, or actually walk out to the beach. Between the resort and the beach, is a thick patch of mangroves. So unless you are high up or at the walkway to the beach or on the actual beach...you don't really get that "beach" feel. The beach itself is a bit narrow and has lots of seaweed.

POOL - 4 ****
The pool is pretty nice, not huge, but big enough. Best thing about it? It is surrounded by awesome cabanas. I can literally spend the whole day there, and you really can. They have wonderful waiters that comes around to take your orders for drinks and food from The Grill. Nothing beats chilling in your cabana and getting a fresh platter of fruit with chili salt dip to enjoy. There are plenty of lounge chairs and umbrellas around to if that is what you prefer...but the cabanas are really awesome.

Overall, this was definitely the best all inclusive we have been to. Loved our stay here. We are not really the type that goes back to the same resort again and again since we like checking out different locations/resorts...but wouldn't mind coming back here. If not here, then definitely another Paradisus resort. We stayed at the Paradisus Palma Real in Punta Cana a few years ago and had a really good time there as well.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank bunnie8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 15 May 2014
Dear guest,

Thank you for selecting Paradisus Playa del Carmen La Perla to celebrate a special date like is your anniversary. We gladly receive our guests’ comments describing every detail that made possible an unforgettable experience during their stay, just the way you did.

We are pleased to read you had an amazing overall experience from your stay with us. We trust that our concept, our service philosophy, our LUXEclusive plan, modern facilities, and the professional care provided by our staff are meaningful attributes to satisfy or even surpass all our guests’ expectations.

As well, we appreciate your recommendation to future tourists to take the opportunity to have an unique and unforgettable dining experience at our restaurant “Passion by Martin Berasategui”, our 7 Michelin stars awarded chef. It is definitely a hard to miss occasion when coming to Paradisus.

It will be always a pleasure to welcome you back, and take care of you in your next vacation.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Orange County, CA
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 13 May 2014

We stayed for a week in April. The resort was beautiful, very clean and very well maintained. We were a party of six in different rooms and our concierge Ivan was great. He really did a great job making sure everything was perfect. The food at the restaurants were good, not amazing--but overall good. Staff was always so helpful and accommodating. The beach is a short walk just across a small bridge--it's connected to the hotel. The beach right in front of the hotel at the entrance is nice and not rocky as earlier posts said, but our friends did say if you walked over too much to the La Perla side it got rocky. For restaurants we liked Fuego, Bana, and Mole. Restaurants we didn't really like: The Market, or La Palapa. Overall, we had a great time. We booked the hotel through Costco- got a good deal and got transportation to and from the airport as well.

Stayed May 2014, travelled with friends
Helpful?
Thank Sidra I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 14 May 2014
Dear guest,

We want to thank you for sharing with other tourists and with us your experience at Paradisus Playa del Carmen La Perla.

It has been a pleasure for all of us to host you and we are content to know that you had a relaxing stay based on everything you found in Paradisus: our LUXEclusive plan, well maintained facilities, good food, nice beach and great staff service. Ivan will be delighted to hear that he contributed to your vacations.

Thank you for your kind words and please remember you have a home away from home at Paradisus.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Novato, California
Level Contributor
53 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 13 May 2014

I've stayed in this area many times, and wanted to do something special this time by staying in a more luxurious place. Expensive didn't equal extraordinary. The place is beautiful, but so are many, more affordable places. It wasn't "All Inclusive" - most wines were additional, some restaurants were additional - and the included drinks were pretty weak, although if you asked for an additional shot, they did it without question. I probably won't go back, but don't have anything bad to say, other than it was too expensive for what you get.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank Coree C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 14 May 2014
Dear guest,

All our guests’ comments are very important for us because you help us to identify the opportunity areas we must work on in order to improve and offer a complete satisfactory experience to all our tourists that honor us with their visit. Please be informed that your comment regarding the included drinks, has been sent to our Food & Beverage manager , in order to let him know about the opportunity areas to work with his staff and improve this service.

Thank you for sharing your point of view and we really appreciate if you give us a second opportunity to visit us again at Paradisus Playa del Carmen.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fort Lauderdale FL
Level Contributor
38 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 13 May 2014

The resort entrance is very bland and un-welcoming. It isn't until you actually pull up to reception that you see beautiful water features and sculptures. The reception area(all reception areas in the complex) has a nice fragrance to it.
Staff is very friendly and helpful.
The rooms are spacious and quite lovely. My 1 bedroom suite had a beautiful jacuzzi tub both inside and out on our balcony. The mini-suites are also spacious and beutifully appointed. The only way to have an OCEAN VIEW room is to be on the top floor of the resort as there are extensive mangroves between the resort and the beach. I really wouldn't call this an OCEANFRONT resort, although very very close it's not like you are ON THE BEACH at your resort-though you can hear the waves.
Beach is nice, but can be a bit rocky in the water.
The restaurants are all very nice, The food is good, but there isn't a WOW factor at any of them. They are open to families up until 830 pm as all the common areas are shared with the La Esmeralda family resort which has over 500+ rooms.
Room Service is available 24/7 with a limited menu. Coffee arrived every morning at the requested time. The housekeeping staff was excellent.
The entertainment is nice, fun, and lively...but, it is shared with the family resort.
The pool at La Perla is great. The issue though is that people are allowed to come down very early in the morning and claim chairs and La Palapa's even though they may not be back for hours to actually use them. There is a
concierge at the pool that will police it...IF YOU ASK THEM. They will restrict holding for 30 minutes..but you must go to them!
ROYAL SERVICE has a nice quiet pool area of it's own.

Room Tip: make sure you are not moved to the family side if you have booked the Adults Only resort
See more room tips
  • Stayed May 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank semrich
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, 14 May 2014
Dear guest,

We would like to thank you for taking the time to share this review with us.

Although La Perla hotel and La Esmeralda hotel share some facilities ,we can see that you had a great time at our resort and you have taken advantage of all the services, tasted some good meals at our restaurants, enjoyed our beach surrounded by our protected mangrove and the Jacuzzi of your One bedroom suite without excluding the professional service that our staff from the different areas provides every day.

We appreciate if you decide to come back to the Resort, and we are sure for your next visit we will deserve a 5 stars rating.

Antonio Baez
Hotel Manager
Paradisus Playa del Carmen La Perla
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Paradisus Playa del Carmen La Perla

Property: Paradisus Playa del Carmen La Perla
Address: 5a Avenida | Corner Calle 112, Col. Luis Donaldo Colosio, Playa del Carmen 77719, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Green Hotel in Playa del Carmen
#9 Family Hotel in Playa del Carmen
#13 Top resorts Hotel in Playa del Carmen
#16 Spa Hotel in Playa del Carmen
#16 Romantic Hotel in Playa del Carmen
#17 Luxury Hotel in Playa del Carmen
#18 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): ££££
Hotel Class:4.5 star — Paradisus Playa del Carmen La Perla 4.5*
Number of rooms: 394
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

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