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“Wonderful resort and service”

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Paradisus Playa Del Carmen La Esmeralda
Ranked #32 of 211 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 17 June 2013

We really enjoyed our trip last week to the Paradisius Esmeralda. We are in our late 40’s and traveled with our 10 year old daughter. We had a Ocean View Junior Suite which had a distant view of the ocean. Unlike other hotels there is not a grand drive into the entrance of the hotel and the back of it is very utilitarian looking. But inside is very nice.

Like others have mentioned there is a mangrove between the hotel and the beach so when you are sitting at the pool you can’t see the beach. It’s a short 5 minute walk to the beach which was narrow but still very nice and there were areas without rocks. We didn’t need to wear water shoes.

I was told about the Club Melia sales pitch before hand and they asked if we were interested in the presentation when we checked in. We said no and were not bothered at all the rest of the trip. Just avoid the desks that say “Guest Services” they are the timeshare people. I did have to go to them to change a few restaurant reservations but they were fine, didn’t bother us about the timeshare. We did speak to quite a few guests who were Club Melia members and they all seemed very happy with their timeshare. We just aren’t interested in one right now.

The main pool is nice with a pool bar and climbing inflatables for kids to climb on. The pirate pool is right next to the main pool and is shallower and warmer (very warm). This is the first time we went to Mexico in June and we had beautiful weather the entire week, but was told the week before it rained almost every day, so we were very lucky. It was low season and we were told that the hotel was 30-40% full, so there were plenty of chairs and even some of the beds near the pool.

The service was the best part of the trip, the staff is wonderful and the service was the best we had (and we’ve been to about 8 all inclusive in the Mayan Riviera. We made all our reservations a week before we arrived but were able to change a few when we got there.

The food was also very good and you can eat at the a la carte restaurants every night. We went to Mole, the Market (Brazilian steakhouse), Vento (Mediteranean), Bana (Japanese steakhouse and sushi). Our least favorite was Mole. I had the Chicken Mole which was okay but my husband didn’t like the beef. We were going to go to Passion since it was our anniversary but decided not to because we didn’t really like the menu (lots of things we don’t eat like fois grois, duck, clams, etc. Our favorite was Vento, the Market, and Bana. Our daughter loved the buffet Naos. We ate lunch there a few times and the made to order grilled chicken and fish was excellent, so was pasta. Another suggestion would be to have a kid's menu in English and Spanish for all the restaurants.

Our daughter was 10, so I was a little worried because most of the reviews mentioned younger kids, so I was afraid she wouldn’t like the kids club but she loved it. There were lots of kids her age and they did a lot of fun things. My only suggestion is the kids club is open in the evening from 8-10 which is great, but the shows start at 9:30 pm, so we would usually only see ½ the show because we would get our daughter and she would be bored or tired. It would be nice if the shows started at 9 or the kids club ran until 10:30. I heard babysitting was $20 an hour plus taxi fare, which seems high compared to other hotels. I think for kids over 12, I would choose another hotel because there isn’t a lot for teens to do or a club for them.

A few reviewers noted that the hotel is in a rundown area of Playa. You do drive through a neighborhood that looks poor. I don’t know how safe it is, there were a lot of police. We rented a car and after the Xcaret night show drove back to the hotel and got a little lost and were driving around. There were kids playing on a playground (if it was unsafe would they be out at night?) but we also had a police car pull in front of a store and a lot of police got out with shot guns so that was a little scary. If you are going to Playa I would take a taxi or if in the daytime walk along the beach. I walked by myself along the beach to 38th avenue and it took about 20 minutes and passed by hotels and condos.

You can rent jet skis at the hotel but if you want to parasail AquaWorld (the vendor at the hotel) only does it out of Cancun. The closest parasailing seems to be at a hotel on the beach at 38th street and the cost is $65.

The décor of the hotel is very modern. I kind of missed the Mexican feel of some of the hotels. I also missed that they didn’t have the shows in a theater, they set up a stage in one of the bars of the hotel. They also didn’t do a kids show. At the Iberostar hotels they usually have a kids show in the theater at 8pm and then have the adult or family show.

Excursions – we rented a car from the Dollar car rental in the lobby. For 1 day we paid $100 for an automatic car with full coverage (no deductable). For $80 we would have had a $1500 deductable but didn’t want to take the chance. We picked up the car at 1:15 pm and drove to Xcaret and sent the afternoon in the underground river and snorkeling, then we ate dinner and saw the show at 7 pm. The all inclusive cost was $119 for adults and ½ price for kids under 12. Then the next morning we drove to Tulum and arrived at 9 am. You will see many guys selling bug spray in the market – BUY IT. The mosquitos were awful, my husband must have gotten 20 bites. I didn’t think it would be so bad in the morning. We took some pictures but didn’t do a tour because it was HOT and we had been there before. We spent about an hour swimming in the ocean, then taking a few more pictures before we left and got back by 1 pm to return the car.

For food and service and rooms I would rate the Paradisius the best hotel we have stayed at. Would I go back, probably not only because we like to go to different hotels and the main reason is I like to be able to see the beach when you are sitting at the pool. My husband and daughter don’t really like the beach, so if the beach isn’t right near the pool I don’t get a chance to go often. Otherwise it was excellent resort. If I could just combine the view of the Barcelo Maya Palace with the service and food of the Paradisius it would be the best hotel.

Room Tip: We would get a swim up room next time.
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  • Stayed: June 2013, travelled with family
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3  Thank susanjc
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 June 2013

Dear Guest,

Thank you very much, for sharing your experience in our Paradisus La Esmeralda Playa del Carmen, with our future guests, and thank you for all you notes, our guest´s opinions are very important for us, because thank to you observations we can learn and improve our service.

We are very happy to read that you had a wonderful experience in our Resort; also we are very glad to learn that you and your family enjoyed the pool area, our culinary experience and it is a pleasure for us to know that the service provided from our team was beyond what you expected.

We appreciate all the suggestions for our next visitors we are sure your notes will be very helpful for them.

Once again thank you for your review on Trip Advisor, and please if you decide to stay one more time here, will be an honor to host you.

Alan Becerril
Quality Manager

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4,274 - 4,280 of 7,469 reviews

Reviewed 17 June 2013

These notes detail 2 holidays spent at Paradisus La Esmeralda Family Concierge (12/12, end of May 2013). From the moment we arrived our trip was incredible. We were quickly taken to the private check-in area for family concierge vacationers. The check-in process was very quick and easy. We were outside by the pool in about an hour from our arrival. The property is immaculately kept and very clean. All of the public areas are cleaned and refreshed throughout the course of the day and the pools and lounge areas are cleaned every morning before the sunrises it seems. The accommodations were elegant, clean and provided ample space for a great vacation. The nespresso machine in the room for family concierge clients was a nice treat. The family concierge service was spectacular. Our family concierge Manolo and Mar on our successive trips saw to our every need and ensured an easy and carefree vacation experience. The family concierge manager is frequently visible and always eager to ensure all guests are happy with the resort. Whatever we needed to tend to our 2-year-old daughter throughout the stay, the family concierge team ensured it was readily available. The family concierge pool area is a vacation paradise. The pool concierge Henri provided great service, always ensured adequate towels and comfort, and even provided our daughter with some extra toys to enjoy at the pool during the day. The staff at the pool bar and the Hydra Grill (exclusive for family concierge guests) provided excellent service throughout both of our stays. Pablo (chief waiter), Carlos, Alex, Beatriz provided excellent service and saw to our every beverage or food request, even if it was not available at the grill. They really do an excellent job and they are a principle reason for why Paradisus is such a great place to vacation. The restaurants at the resort are spectacular. The menus are varied and there are many different cuisines to chose from. The service in all of the restaurants was excellent. Overall, if you are looking for a great and carefree vacation spot that is good for families with younger children I think Paradisus is the perfect spot – after all, a resort that does a great job keeping your child(ren) happy, does a great job keeping you happy! We plan to return next March!

  • Stayed: May 2013, travelled with family
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Thank Justin S
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 June 2013

Dear Guest,

We would you like to thank you for write about your experience in our Paradisus La Esmeralda Playa del Carmen and thank you very much for your preference.

We are very happy to learn that you enjoyed the benefits of Family Concierge, our facilities, the pool area, our culinary experience and the service provided from our staff. It is an honor read that from the beginning to the end your stay was very pleasurable.

Manolo, Mar, Henri, Pablo, Carlos, Alex and Beatriz will know about your recognition, they will be very happy to know that they helped you to have a memorable holiday, which is our main goal.

We will be waiting for you on your next visit, will be an honor pamper you again and make you repeat the Paradisus Experience.

Alan Becerril
Quality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2013

Stayed here June 5-11 and it was ok at best. First we were booked into the wrong room. We requested multiple bedrooms as we were traveling with our 6&9 yr old. They tried to put us in a room with one bed and a rollaway at the foot of it. After a 1200$ additional charge we were in the room we were told we originally booked.
The second day we were there, we left to go shopping. One of the ladies at the entrance began to badger us wanting to know where we were going. I advised her shopping, and she wouldn't accept this answer. The conversation quickly turned bad, as she demanded to know what other hotel we were going to visit. For some reason she thought we were going to look at time shares. This whole ordeal left a very sour taste with us, and sealed the deal that we would never return to this resort.

This resort is advertised as a "kid friendly" resort, it turned out not to be so much. Nearly half the restaurants are adult only. Having to make reservations to have dinner nightly is kinda annoying, and when you get there seeing several of the entrees have an additional charge is very aggravating. The food over all is average at best.

Some of the people there are very good making you feel welcome and at home, but the bad ones overshadow the rest. They are quite persistent asking you to attend a meeting to preview and join their Melia club. Ask once then leave it alone please!
Again very average at best

  • Stayed: June 2013, travelled with family
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1  Thank Tommy J
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 June 2013

Dear Guest,

First, we would like to thank you for choosing our Paradisus La Esmeralda Playa del Carmen, for your past holidays.

Our guest’s reviews are very important to us because they give us the opportunity to know better about the aspects we need to work on in order to give the best service, the kind of service our guests deserve.

Please, be advise that the Manager of Meliá Club was properly informed, in order to correct and prevent the situation that you mentioned, we offer you a sincere apology for the inconvenience and the misunderstanding; I assure you, this situation will not repeat with other guest.

We understand that this experience affect your vacation in our Resort, if you decide to return to Playa del Carmen and give us other opportunity, we assure you that we will exceed your vacations and we will make you live the real Paradisus Experience.

Alan Becerril
Quality Manager

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Reviewed 16 June 2013

We just got back from a 7 day stay at the resort with our twin 3-year-olds. Bottom Line: All of my expectations were met and I would definitely come here again either with kids or without.

This was our first international trip with our children and I did a lot of research to find an all-inclusive resort that offered child care for toddlers. My husband and I traveled extensively before our children were born and we've previously been to Mexico and other all inclusives. Our last stay in Mexico was at the Iberostar Paradiso in the same area. Of course, traveling with children is a completely different experience, so we weren't sure what to expect and whether the resort would live up to the hype.

Well, I'm happy to say the resort was a great choice for us. What gives this resort the edge is it's upscale, yet roomy accommodations, friendly staff and child care. We stayed in a one bedroom Master Suite, which was perfect for families who want a private bedroom and be able to close the door! From the bedroom, you can access the balcony. So while the kids were asleep, we were able to either lounge in the bedroom or on the balcony, which had a small dining table, love seat and a jetted tub. The TV channels are very limited for non-Spanish speakers, so consider bringing DVDs. The pull out couch in the living room is low to the ground, so our children were able to sleep safely on the bed without any concerns of them falling off and hurting themselves. Any time we needed something in the room, a simple phone call was all that was needed.

The KidsZone was great for giving us a break for an hour or two. We dropped the kids off in the evening after 8pm a few times and then we were able to enjoy a private dinner. We also dropped them off one time in the afternoon when we wanted to lounge by the pool kid-free. The KidsZone has a toddler sized toilet and we also left Pull-ups for changing. The staff was friendly with the kids and our children really enjoyed playing at the KidsZone.

This is a gorgeous hotel, all the finishings were top notch. The photos were very accurate. The meals are better than average for an AI. Did I have a few dishes that I didn't like? Of course! I can't expect to eat out 3+ times a day and enjoy everything. The beauty of it is, if you don't like something, order something else, it's an all-inclusive! My favorite restaurant was the adults-only La Palapa, service there was top-notch and our waiter was fantastic!

Things to note: For those with toddlers, the suites didn't have utensils/plates, etc. so consider bringing any special cups/utensils for the kids. Also, I brought Culterelle for Kids (an over the counter probiotic), which helped one day when one of them had an upset stomach.

As another reviewer noted, the one annoyance was the daily push from Guest Services to attend the "it's not a timeshare presentation, but we still want you to buy into this program presentation." Sorry folks, I'm not attending a sales pitch on vacation. Travelers beware.

Overall, we really enjoyed this resort with our children and we would recommend it to others seeking a family friendly resort.

  • Stayed: June 2013, travelled with family
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1  Thank lthamm
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 19 June 2013

Dear Guest,

First we would like to thank you for choosing our Paradisus La Esmeralda Playa del Carmen, for your first international vacation with your Family; it is an honor for us to be part of those special moments.

We are very pleased to read that you enjoyed our facilities, your suite, to know that your little ones enjoyed the Kids zone and that you enjoyed our culinary experience and the variety.
Our main goal it the total satisfaction and relaxation of our guest, it is heartwarming read that we accomplish that mission during your stay in our Resort, Paradisus La Esmeralda has the strong committed to provide fun for the entire family and always worry for the little ones.

Will be an honor for us, host you here or in our Paradisus La Perla Playa del Carmen, we will pamper you and make you repeat the Paradisus Experience.

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 June 2013

Enough has been said about how good this place is for a family with young children. We were travelling with a two and a half year old boy and this hotel catered for our evey need. We loved the choice of restaurants, the selection of drinks, the pools, the beach and staff, not to mention the all day room service (perfect for a little two year old requiring snacks). This is a place that certainly knows how to do all inclusives.

We travelled at the end of May/ early June and the had 3 rain days in 10. The rain didn't affect us too much, but staff were surprised that it rained constantly as showers usually come in short bursts. We had no problem with the temperature of the pools, perfectly warm when the sun shone although a little chilly for some perhaps after the rains. The sea temperature was perfect too. must have been 27 or 28C...

One thing to be aware of... we had an issue with one of the tours we booked through Best Day (the travel desk). I basically was not happy at all with the information/description given for a tour I took. I won't go into the details of it here, but it was a proper mis-sell - what we were meant to see, we didnt etc. Fortunately Zezinho (the Chief Concierge) stepped in and was absolutely superb. In fact the best bit of management I've seen (and we've travelled over 40 countries). I must also mention Silvia of Best Day, who handled everything excellently.

Couple of other points -

One thing... I deliberated long and hard before booking whether to pay extra for the Family Conceirge. We didn't in the end and I am really glad we didnt as our 2 year old loved the pirate ship pool and the baby pool, so not sure how much time we would have spent as the Family Conceirge Pool, where there wasnt much happening. Money would better be spent on a room upgrade, in my opinion...

Finally don't be fooled by the entrance - when you drive in, it looks like you've taken the Service entrance, but it is the main entrance! Rest assured, it's completely different once you enter properly; grounds are immaculate...

  • Stayed: May 2013, travelled with family
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3  Thank Buggins
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 June 2013

Dear Guest,

Thank you very much for share your experience in our Paradisus La Esmeralda Playa del Carmen, it a pleasure read that you had a great holiday in our Resort.

We are very glad to read that you enjoyed our culinary experience, the beach area, the pool area and know that our team was very helpful with you and your family, especially our Chief Concierge Zezinho, he works very hard to please and assist to all our guests, thank you very much for mention him.

We appreciate your observations, thank to your notes we can improve our service and know about your preferences.

Please if you decide to return to Playa del Carmen, will be an honor host you again.

Alan Becerril
Quality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 June 2013

We were met by a very friendly and competent staff. Two familys traveling together and we wanted rooms close to one another but differend types of rooms were in different buildings. The staff did however, do everything they could to make sure that we were satisfied. They showed us several different rooms and finally there was one in our building that fit our needs. Used room upgrade credit + to make the upgrade happen. This was a big resort and we never felt like we were on top of other travelers. There was lots of room around the pool and common areas. The hotel and the beach were sperated by a mangrove and although not far we wished there was not that sepreation between hotel and beach. Just a short walk on a nice path and bridge through the mangrove. Although we were not in every room in the resort, I think it would be hard to have a "waterview" room. We find the staff these Mexican resorts very friendly and very accomodating. Two staff members that made our stay especially memorable were Manuel Hernandez in the Naos dining room and Carmen Fernandez at the beach. After the first day, Manuel knew our likes/dislikes and took excellent care of us the entire week. Carmen Fernandez made sure that we were never without our favorite cold adult beverage at the beach. We were happy that we got to know these two excellent representatives at this resort. One of our rooms was a swim up room which was very nice. The other was a master suite which was just right for me, my wife and 19 year old son. There was plenty of room and housekeeping did an excellent job as we found our room always clean and tidy. We would more than likely go back. As we were driven back to the airport we stopped by several resorts to pick up other passengers and from the outside, our resort appeared superior to those other resorts. La Esmeralda is the family side of the resort and there is also an adult side, if you stay on the family side you can still use the amenaties on the adult side. We found the value better on the family side for our all adult family. There were a lot of young families with children at La Esmeralda when we were there the week before Memorial Day 2013. Cheers again to Carmen Fernandez and Manuel Hernandes. Thanks for all you did to make our stay more enjoyable!

  • Stayed: May 2013, travelled with family
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1  Thank jidaniels1
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 14 June 2013

Dear Guest,

Thank you very much, for share your experience in our Paradisus La Esmeralda Playa del Carmen, it is a pleasure read that you had a very relaxing week with us.

We are very glad to read that from the beginning all our team was very helpful and friendly with you and your family, we are very happy to learn that you enjoyed our facilities, your room, the housekeeping service and the service from our staff, especially from Manuel and Carmen, thank you very much for your recognition.

Our main goal is to please all our guests, always looking for your satisfaction and you relaxation, it is an honor for us know that we achieve that mission with you during your stay in our resort.

Will be an honor for us, host you again and pamper you and your family.

Alan Becerril
Quality Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 June 2013

Paradisus La Esmeralda is a beautiful hotel with great food. However, I decided to get married there and their Wedding team/coordinators are HORRIBLE. This is an expensive hotel and you would think they would have an organized wedding team but they are far from it.
So if you are just going with your partner or family, it's an awesome hotel. But if you are thinking about having a destination wedding, please RUNNNN!!!!!!!!! They messed up so many things up that's its too long to write. :(

Stayed: May 2013
6  Thank Beatriz L
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 June 2013

Dear Guest,

First, we would like to thank you for choosing our Paradisus La Esmeralda for a very important
event.

We regret very much that we did not impress you with some of our services, the Manager of the Romance Department has been informed of your particular observations, and that appropriate measures will be taken wherever possible.

On the other hand, we are glad to read that you enjoyed our culinary experience and that you enjoyed our facilities, thank you for mention those.

Once again, we would like to apologize for the inconvenience, we truly hope to have the opportunity to change your impression and make you live the Paradisus Experience.

Alan Becerril
Quality Manager

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 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
#25 Luxury Hotel in Playa del Carmen
#26 On the Beach Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
Price Range: £234 - £895 (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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