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“Gem of Yukatan!”

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Paradisus Playa Del Carmen La Esmeralda
Ranked #33 of 211 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 17 January 2013

My family of 3 stayed in La Esmeralda on November-December, 2012 and had fantastic time there! Our room was a luxury suite ocean view family concierge and it could not be better! Our 5 yo girl had a great sleeping area in the main room and even a separate washing facilities. We really enjoyed the jacuzzi at the balcony too. It was our first time in All Inclusive and we found it very convinient in such a place as Playa Carmen - far from regular restaurants of Cancun. The beach is nice and divided into two parts - family and adults - great idea! If I were the hotel management, I would try to clean the beach from underwater stones and woods - be careful at some places when entering water. We preferred to swim at the end of the family area where beach was cleaner. There is only one heated swimming pool and fortunately it was for family concierge rooms, so, we used only that one. All other pools were too chilly for late November. There is a huge parking lot at the entrance and we never had a single rpoblem with parking our car - another good point. I expected more from the Kids Playground. Once we went there with my kid and there was not much to do for toddlers. I think it might be a good idea to add some equipment for smaller kids too - like a sand pit and a couple of slides and swings. The hotel provides a neat bracelet for idification, which we really liked and weared it for almost a month, even after check-out. All staf was friendly and attentive, sometimes even more that we needed. In general, it a great place and we looking forward to staying there or a similar Paradisus soon again. By the way, they say this year a brand new Paradisus should be opened in Costa Rica. Good news. A new destination for us!

  • Stayed: November 2012, travelled with family
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1  Thank Vlad K
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 Esmeralda, responded to this reviewResponded 18 January 2013

Dear Guest,

It is pleasant to read we surpassed your expectations regarding the Family Concierge service and our LUXEclusive plan during your first All-inclusive experience, in which you just have to focus on enjoying our “Pure Freedom” philosophy.

Thank you for letting us pamper you, as you described, our staff works very hard to provide our families an unforgettable experience trough little details and attentive service.

We will transfer your valuable suggestions to the kids Zone, the manager will take them under consideration. It is always satisfactory to receive feedback from our guests.

Thank you again for your review, the beautiful photos you have shared with us and for your loyalty to our Paradisus brand.


Alan Becerril
Quality Manager

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Reviews (7,403)
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4,442 - 4,448 of 7,403 reviews

Reviewed 16 January 2013

I went there with a group of coworkers in the first week of January. I was assigned to stay in one of the best suite ever. It's a junior suites with swim-up pool and outdoor personal jacuzzi and a nice sitting area. The idea of swimming pool was great so we could sleep anytime of the day easily. The room itself had a small bar. The sitting area and room was separated a bit to create some privacy. The food at the hotel was great. We had the best one in "The Grill", the "catch of the day" was a full size fresh grilled fish. So delicious. Another good restaurant was the Japanese restaurant, they had all kind of sashimi including scallop sashimi. Also, their Ramen was so delicious and so special, with crispy noodle in it to add a different flavour. Last but not least, don't forget to order the real coconut ice-cream, this is a must eat item. Also, they serve fresh custom-made smoothie and juice in the morning. In this hotel, you can hear a word, "there is nothing impossible". they tried every bit of their effort to appreciate their customers.

The lobby and swimming pool area was full of update decor, which gave you a high-class feeling. Check in and Check out was very efficient as well.

I will definitely recommend to anyone.

Room Tip: Swim-up Pool is the best!
  • Stayed: January 2013, travelled on business
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1  Thank keroppisonson
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 Esmeralda, responded to this reviewResponded 18 January 2013

Dear guest,

Thank you for your review regarding your stay at Paradisus La Esmeralda.

We are glad to read that the resort facilities, your spacious suite and the detailed service you received from the staff, were significant for you.

We appreciate you highlighted our LUXEclusive plan that distinguish us from other all inclusive hotels, with our wide variety and quality in restaurants and bars options, where our guests never get bored and enjoy every single meal. We like to know when our guests remember their favorite meals, just like you let us knew.

We are counting with your presence in the near future in Paradisus and thank you for your recommendation to future visitors.


Alan Becerril
Quality Manager

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Reviewed 15 January 2013

The best experience my family had in mexico. My kids loved the heated pool, personnel was so kids loving, friendly and helpful and caring about all of us. Food is absolutely excellent. Strongly recommend to everyone who have kids and want to have a great time.

  • Stayed: December 2012
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4  Thank Nataorlo
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 Esmeralda, responded to this reviewResponded 16 January 2013

Dear guest,

First of all thank you for your visit at Paradisus La Esmeralda and for taking the time to post your notes.

We are pleased to know the service and the delicacies offered in our LUXEclusive plan were beyond your expectations. We strongly believe that our activities program suits to all family members.

Thank you for your contribution and letting us know your experience during your stay at Paradisus La Esmeralda.


Alan Becerril
Quality Manager

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Reviewed 15 January 2013

Thanksgiving week at La Esmeralda was awesome!

We had the Best Caribbean vacations in years! The room (One Bedroom Suite) was located with Ocean View, had a jacuzzi and 2 TVs... My kids Loved the pirate Pool as well as All the restaurants! The Best thing about this place is the friendly staff :)

I will come back But will upgrade to Swim Up suites

  • Stayed: November 2012
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2  Thank ZeSilva5
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 Esmeralda, responded to this reviewResponded 16 January 2013

Dear guest,

We will be pleased to host you for the second time at one of our magnificent Swim Up Suites, based on your recent stay and the great time all your family had on Thanksgiving week.

Receive warm regards from Playa del Carmen.


Alan Becerril
Quality Manager

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Reviewed 15 January 2013

Awsome!! Great place to spend your holidays! Best service ever, beautiful rooms, Lucia from guest service was always available and very helpful. We definitely are going to come back for our honey moon

  • Stayed: December 2012
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Thank natalieandpeter
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 Esmeralda, responded to this reviewResponded 16 January 2013

Dear guest,

We are completely glad to read that Paradisus La Esmeralda went beyond your expectations regarding room comfort, facilities in general and the service provided by our staff, remarking Lucia from Guest Service. We will transmit your recognition to her outstanding work to them in order to motivate them to keep their service vocation.

Thank you for providing us your review and for your confidence to come back for your honeymoon.


Alan Becerril
Quality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 January 2013

We have recently stayed there for 2 weeks over Christmas and New Year. An incredible place, very welcoming and helpful. We were a group of 4, mum and dad and 2 adult children. The food was of high standard, particularly bearing in mind it was all-inclusive. The rooms were lovely and comfortable, especially the beds.The entertainment was great, superb. The staff were very helpful, out of their way to please you. In particular Juan Pablo, the pool concierge at the La Perla pool, who tried really hard to make it a pleasurable holiday, as well as Lilliane and Yared from the guest services at La Esmeralda, who did everything they could to deal with various requests. Thank you so much for a very memorable stay.

Room Tip: Rooms with sea view are nicer rooms.
  • Stayed: December 2012, travelled with family
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Thank MAY100_03
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 Esmeralda, responded to this reviewResponded 16 January 2013

Dear guest,

Thank you for letting us know about the outstanding service provided by Juan Pablo, Liliana and Yared. Their effort is shown on their work and you enjoyed their courtesy and service vocation. Their supervisor is now aware of your notes and will transfer your recognition to their job.

Please consider to stay again in Paradisus La Esmeralda for your next vacations in the Mexican Caribbean.


Alan Becerril
Quality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 January 2013

We checked out early and moved to another hotel even though we had paid for the full time. We certainly have never done anything like that before, so it should reflect our opinion of the hotel. I would probably argue it was on the low-side of average, but given the price, I really think everyone should avoid this hotel.

We checked into our rooms and walked to them with the bellman. We had two rooms. The keys didn't work for the first room, and the second room had other guests already in it. We then spent a half-hour with various staff members from the hotel walking over to see if we were telling the truth that there were other guests in the room. Eventually they found us another room. The room would be fine, except for odd things like writing scrawled throughout on the walls.

The worst part of the hotel is the pools and beach. The ocean is pleasant, but it is quite crowded and dirty. The pools are freezing. They are basically unusably cold. They have a Family Concierge pool if you pay much more that is a nice temperature, but if you are going to pay the additional costs to use that pool, why not just go to the Mayakoba or a better hotel.

Finally, we decided to leave. We checked out of one room and went to another hotel. The front desk staff said we would be able to get a refund for 1 night. The other part of our family stayed. They complained though at the desk, and the manager on-service Yessica, offered to move them to a suite and offered to let them use our room for the night until they could do that. When we called to get our 1-night refund, Yessica claimed she had told them that if they took this upgrade she had offered, we would not get our refund, and so it was not given. This was not true.

Bad hotel, bad service, expensive. Go to Tulum, or Mayakoba, or anywhere else.

  • Stayed: December 2012, travelled with family
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12  Thank trevor377
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 Esmeralda, responded to this reviewResponded 15 January 2013

Dear guest,

Thank you for taking the time to share your comments on Trip Advisor.

We are sorry we did not surpass your expectations based on other guests’ reviews on the web. After reading your notes we understand you had some difficulties regarding the check in process, pool temperature and lack of information at the front desk. Your notes have been sent to the managers in charge to prevent another situation with our current or next tourists.

In Paradisus we believe training the staff from all resort areas is vital for maintaining the quality in infrastructure and service all our guests deserve. That is why we will include your experience to our training programs to learn from the past and avoid future incidents like the ones you had during your stay.

We would really appreciate if you consider us again and spend a fantastic time, just like you have read in the majority of reviews on Trip Advisor and other websites.


Alan Becerril
Quality Manager

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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 Esmeralda

Address: 5a Avenida | corner Calle 112, Playa del Carmen 77710, 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 Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Green Hotel in Playa del Carmen
#12 Family Hotel in Playa del Carmen
#18 Top resorts Hotel in Playa del Carmen
#24 Spa Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
#26 On the Beach Hotel in Playa del Carmen
#27 Luxury Hotel in Playa del Carmen
Price Range: £213 - £801 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Paradisus Playa Del Carmen La Esmeralda 4.5*
Number of rooms: 488
Official Description (provided by the hotel):
Set on the beach and surrounded by mangrove trees, Paradisus Playa Del Carmen La Esmeralda is an all-inclusive four Diamond resort with its promise of all-inclusive fun and LUXExclusive experience designed with the entire family. All suites feature a private balcony or terrace and include air conditioning with climate control, free Wi-Fi, 24-hour room Service, cable TV service, Minibar, in-room safe, complimentary toiletries, bathrobes, living area with sofa and a coffee maker. Services for relaxation and pampering include a YHI Spa, a hair salon ($), Wedding services, tours/ticket assistance and a business center. World-class facilities including Family Concierge ($), Fitness, YHI Kids, Kids Zone, Kids Club, Baby Club, Game Room, Life enriching experience, Kids Pool. The resort offers 14 restaurants to choose from which are open daily. ... more   less 
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Also Known As:
Paradisus Playa Del Carmen La Esmeralda Hotel Playa Del Carmen
Paradisus Playa Del Carmen La Esmeralda Mexico/Riviera Maya

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