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“Moms Beware!!!”

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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 8 October 2013

This is my first day here and it took me less than 3 hours to realize we had made a mistake. This is not a kid friendly resort. First, we have a swim up junior suite. Nice, but no better than a typical hotel suite. Beds are small. The pool outside the room is to deep for kids 8 and under. It is over 4 1/2 feet deep. Second, there is a beach, and it's nice, but there is only one pool that has 4 slides less than 4 feet long. Weak at best for kids. Plenty of adult pools. Third, very weak activities for the kids. Anything you want to do activity wise will cost you. This is a limited all inclusive resort. The color of your wristband determines what pools and areas of the resort you can enter. Lots to do in the surrounding area, but it will cost you because it is not affiliated with the resort. Fourth, we did not get the room we were expecting. We asked about being moved and were told we couldn't be moved for three days until the room we paid for became available. I noticed plenty of empty rooms. It's October.
Finally, this is the Cancun and Playa Del Carmen area. Want to be "5 Star Resorts" that aren't even close. The Paradisus resort in Playa Del Carmen is just another time share place that prides itself on misleading ads and amenities. This is the Disney World of the Carribean. GO ELSEWHERE!!! I travel the world with, and without my kids. There are much better places.

Room Tip: Avoid room #2052
  • Stayed: October 2013, travelled with family
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3  Thank daniel 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 13 October 2013

Dear Guest,

First of all, we would like to thank you for letting us know about your experience at Paradisus Playa del Carmen La Esmeralda.

We appreciate you have taken the time to share your impressions in your first day in our Resort; we want you to know that we take our guests´ comments very seriously, in order to provide unforgettable experiences.

We are very sorry for the inconveniences you have described, we are confident that after show you the real Paradisus Experience your second opinion will be completely different.

Alan Becerril
Quality Manager

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4,088 - 4,094 of 7,401 reviews

Reviewed 7 October 2013

Resort is a wonderful place to relax. The staff, especially at restaurants are attentive, they provide great service and care about every your need. Spacial thanks for Oliver, who is guest service manager. He really catered to our every request and made our trip so carefree. We love the modern style of the resort and cleanness. The food at the restaurants was amazing!! We went to Vento, LaPalapa, Mole, Fuego , Bana. Our favorite was Vento and Fuego. Each restaurant has its own chef making very interesting, well-made and unique entrees. They also have a kids zone, where your kids will enjoy playing with all kinds of games, books, toys.The staff at kids zone are very attentive and really care about kids. To bring kids to kid's zone is very convenient if you want spend a little bit of quite time with your significant one. Beds are comfortable.
So, everything was very nice and we missing the resort and would come again!!

  • Stayed: September 2013, travelled with family
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Review collected in partnership with this hotel
1  Thank Dreamers7777
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 9 October 2013

Dear Guest,

Thank you for sharing your wonderful review with us here on TripAdvisor.

Our devotedness is to provide the highest quality service level beyond our guest expectations, and it is a real pleasure to learn we were able to exceed your expectations.

Also it is an honor for us to learn you enjoyed our modern facilities and the culinary experiences offered at all of the hotel’s restaurants, including the restaurants at La Perla (only for adults), but most of all we thank you for complimenting the service, as our staff whom we are sure did everything out of love in order to make your stay unforgettable.

We hope this is the beginning of uncountable vacations at Paradisus Playa del Carmen La Esmeralda.

Alan Becerril
Quality Manager

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Reviewed 7 October 2013

Had a family vacation with 11 adults and 9 kids from 11-3 years old. All had a wonderful time. Booked a private van through USA transfers for $120 round trip from the Cancun airport.

Facilities: Nice pool for the kids and the swim up rooms were great. The pirate ship and obstacle course kept the kids busy. Went during low season so plenty of chairs and Cabanas available. Everything was very clean and well kept. Only complaint was that some things, like the game room, did not seem to have regular hours.

The rest of the hotel is very nicely decorated and everything looks great with plenty of open areas with lounges and chairs to sit in and decorative fish ponds, one of which my mom managed to fall into, so beware for the unattentive! It really is a great looking resort.

Beach- Not as nice as in Cancun. Fairly narrow and the water was more brownish than the beautiful blue we are used to in Cancun. Also there was a lot of seaweed and wood that kept washing ashore as well as random bits of garbage. Probably the worst part of the stay.

Food Decent food. The buffets had some fairly limited choices and maybe because it was the offseason didn't offer typical buffet fair like shrimp etc. The restaurants were better. We ate at about 5 different ones and Fuego and Bana were very good with the others being just ok.

Rooms: Brand new, modern decor and stocked with drinks and snacks that were refilled every day. Maids were great and the room was pristine every day for us. One of the nicer hotel rooms we have ever stayed in. One of the few hotels where the photos really reflect the rooms.

Entertainment - fairly typical resort entertainment. I generally don't go to see the shows etc but i would say overall the stuff you see on Cruise ships is probably a little better. Also there weren't other activities on the family side like trivial pursuit or bingo offered where we could do it with some of the older kids. They had a kidszone but the older ones didn't like the activities and preferred to stay in the hotel rooms and play with each other during the times when we grabbed an adults only dinner.

Service - Always excellent, everywhwere

Overall a great time but the beach was not what I would like for a resort like this. If I could find a comparable resort in Cancun with the nicer beaches I would probably choose that instead. But the resort and staff were wonderful.

  • Stayed: October 2013, travelled with family
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3  Thank S T
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 9 October 2013

Dear Guest,

Thank you for having chosen Paradisus La Esmeralda Playa del Carmen as your holiday destination and for taking the time to share this review with us.

We are overjoyed knowing that you fully enjoyed our beautiful resort. We sincerely appreciate your kind comments about our facilities, your room and our dining options, but most of all we thank you for complimenting the service, as our team is the most important resource in our commitment to turning moments into memories for our guests.

We sincerely value your feedback and do hope to have the opportunity to serve 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 6 October 2013

Our family went in August we had the most wonderful time. The staff went above and beyond with their service. Food was amazing. Rooms pristine and room service was delicious. Restaurants exceeded our expectations and shows were very entertaining. We plan to go back as soon as we can.

Room Tip: choose a room with the view of the pool. if you have small kids do not choose a swim up.
  • Stayed: August 2013, travelled with family
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2  Thank larisaNYC1
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 7 October 2013

Dear Guest,

Thank you for taking some of your valuable time to post a review on Tripadvisor and for sharing your comments with us.

We are thrilled to know that you had such a wonderful time here at Paradisus Playa del Carmen La Esmeralda. We sincerely appreciate your kind comments about the rooms, the night shows and the culinary experiences offered at all of the hotel’s restaurants, but most of all we thank you for complimenting the service, as our team is the most important resource in our commitment to turning moments into unique experiences for our guests.

We look forward to pampering you once again in the near future.

Alan Becerril
Quality Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 October 2013

Recently returned from a most relaxing vacation at La Esmeralda. Amazing resort, still wishing we were there. Everything at this resort is upscale, fresh, and stylish. The resort is immaculately clean. It is so relaxing. There are boss speakers built in everywhere playing relaxing music. There’s comfortable, stylish furniture at every step, plenty of places to hang out and just relax.

The service is the pride of this resort. You will feel so pampered at every step. Every single person is smiling and friendly. So many will stop to have a conversation with you and ask if you are enjoying yourself and what else can be done to make your experience even better. Whatever language you speak, they have that covered. You will feel like you have truly personalized service. They will cater to whatever your wishes are. The only time we felt like we weren't the ONLY family at the resort, was when a large convention got there toward the end of our stay and the staff was a little overwhelmed by the sheer number of people. Otherwise whenever we were served anything we felt like we were priority guests.
Our daughter had some extensive food allergies; they were already aware at all the restaurants what her allergies were and were careful to serve her food she could safely eat. They also provided us an allergy card to carry with us to show in case there were any questions. The room service was very pleasant and professional. The cleaning service as well. We sometimes left valuables sitting outside the safe (which by the way has a power outlet so you can charge your electronics while storing them). Not only was nothing disturbed, we even would get emails about the fact that valuables were found sitting outside the safe to make sure that nothing was missing and everything was in place.
My mother lost a little tiny skew that was holding her prescription sun glasses lens in place, the entire pool crew took time to look for it near the pool, even after we ourselves have given up already. We were toughly impressed!!!
Our favorite was Oliver (guest service), he really catered to our every request and made our trip so carefree. He also made all the restaurant reservations we wanted beforehand so we really didn’t have to think about anything while on vacation! Hats off to OLIVER !!! Really the entire stall will bend over backwards to make your stay as enjoyable as possible.

The rooms we stayed in were very comfortable and stylish. The bed was perfectly soft and firm at the same time and the linens were top quality. There’s marble everywhere! There was a soaking tub for 2 in our room and same on the balcony plus with jets. There was a large circular window looking from the tub to the TV in the room and a surround sound speaker right over the tub that your could turn on and off. For my parents anniversary they made a bubble bath with rose petals and a bottle of champagne and chocolate covered strawberries. They made one for me and my husband as well (just in case) ☺ very nice touch!!

There are miles and miles of crystal pool, and the kid’s pool was warm, which was nice for the kids. The pools close at 7pm, which could be improved, because it’s nice to sometimes have an evening swim! Also there was no hot tub anywhere but at the spa, which will cost your $30 unless you are Concierge or Royal service. During our travel is was hot the whole time, but in the winter months those hot tubs and heated pools are very nice in the evening from past travel experience.

The food at the restaurants was amazing!! We went to Vento, LaPalapa, Mole, Fuego (2x, because it was soo good), Bana, and The Market (for lunch only). Our favorite was Vento and Fuego. Each restaurant has its own chef making very interesting, well-made and unique entrees. Try the red tuna and Peruvian Treo appetizers at Fuego; try the tuna stakes there as well!!!! Mouthwatering!!! Vento – lobster ravioli, amazing!!!

They also have a kids zone, where your kids will enjoy playing with all kinds of games, books, toys. It seems they have everything to entertain from toddler to school kids. They lack a little with daytime and evening activities for teens. This resort is perfect for adults and couples with young kids!!! Our toddler was very happy there! La perrla (adults only side of the resort) perfect for honeymooners, very elegant and romantic.

There are some minor shortcomings in the design. For instance, the beach is a short walk from the main resort area and is separated from the resort by a mangrove forest, so there are no rooms right on the beach. Leaving the beach, the foot washing area is at the end of a very hot but short boardwalk. There are only 2 entrances to the beach, one main and one from La Perrla, so you walk around a little to find it. When there are weddings on the boardwalk the main entrance is blocked off, so you walk some more, around to La Perrla’s side. There is no restroom close to the beach. The taxi contracting with the resort overcharges. We paid $70 to get to the resort from the airport, they asked for $120 back to the airport, same amount of passengers and luggage.

Overall, we all had a great time. La Esmeralda makes for a very relaxing vacation, where 100% of your though goes to relaxation, just what a vacation should be. We’re all missing the resort and would come again!!

Room Tip: only top floor rooms will give views of the ocean
  • Stayed: September 2013, travelled with family
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4  Thank puteshestvenniki5
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 7 October 2013

Dear Guest,

We would like to extend you our gratitude for selecting us to celebrate your vacation, and for sharing the impressions of your recent stay.

Our devotedness is to provide the highest quality service level beyond our guest expectations and to show you how to embrace the experience of the Pure Freedom to Just Be; it is a real pleasure to learn we were able to create such a unique that holiday experience.

We are glad to read you enjoyed our facilities, your confortable and stylish room, to know you enjoyed the culinary experience we offer in all our restaurants, which is one of our most important attributes and we are happy to learn your little princess took advantage of our Kids Zone.

Thank you again for your value review and for visiting us and we hope to have the privilege to host you once again in a near future.

Alan Becerril
Quality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 October 2013

We traveled to Paradisus La Esmeralda September 15 - 22, 2013. We opted for the family concierge package as we were traveling with our two young sons ages 3 and 1. From the moment we arrived, we were well taken care of and constantly asked if our needs were being met. The private check in was also a nice touch as we didn't have to deal with any waiting and there was even a little area for our 3 year old sit and colour and drink the juice he was given. The family concierge area had a small area for little snacks and drinks that you were able to help yourself to during the day. After a certain time, there was also a selection of top shelf alcohol. For kids, there was chocolate milk, juice and two large jars of candies and lollipops.

Our FC room was fairly large and had a nice large bathroom with a separate tub and shower. We had a king sized bed and crib in the room along with our double stroller and still had ample room to move about. The balcony was spacious and had an outdoor whirlpool tub. We were fully stocked with kids supplies such as chemical free sunscreen, bug repellent, toothpaste and bubble bath. The kids also received 2 backpacks with a t-shirt and hat inside of them.

Our family concierge Manolo was good as took care of all our dinner reservations and showed us around the property. We were given a cell phone to contact him if we needed him for anything. There were only a couple of times that I had to call him to change our dinner reservations. Two of the nights, we can back to the room to discover a fun bubble bath already made for our kids to enjoy. Everyone in the FC area was very nice and accommodating.

We spent most of our time in the heated family concierge pool, baby pool and the kids pool. The kids had a blast in all of them. We brought our own pool toys which worked out well for the baby pool since there wasn't anything in it for them to play with. The larger kids pool had the pirate ship in the middle with 2 slides and a few other smaller slides on the side.

We didn't get to use the Kids Club as much as I would have liked. Our 1 year old had a tough time and screamed the entire time he was there so needless to say we didn't bring him back. Our 3 year old went a few times when we needed to get the baby to sleep and have some peace and quiet. It didn't seem like they had too many activities for the under 4 year old kids. I peeked in a few times and saw them either watching TV or playing with the handful of toys they had in the small room. My son complained to me that he was bored and didn't seem excited to go back there. My suggestion would be to have more activities and toys for the 'baby club'.

The beach was nice and the FC area had bali beds with butler service. There were never any issues with getting towels, beds or chairs.

We ate lunch everyday at the Hydro Grill in the FC area. Both the staff and food were great - thank you Marcos, Pablo and Oscar! In fact, the food was really good at all the restaurants and we took full advantage of the 24 hour room service! This turned out to be a life saver as my 1 year old had a tough time this trip and decided to scream and have meltdowns every night at dinner time!

I can honestly say this resort was top notch for quality of service, food and atmoshphere and I'm a well seasoned traveller having been to many other all inclusive resorts. We had a wonderful stay and experience at Paradisus La Esmeralda and will definitely be returning in the future for another family vacation!

Room Tip: We stayed in room 3208 in the family concierge building which was nice and quiet and had a great vie...
  • Stayed: September 2013, travelled with family
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3  Thank JanaGee
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 11 October 2013

Dear Guest,

We would like to express our gratitude for staying at our hotel and provide us the privilege to serve you.

It is always a great pleasure knowing that we exceeded your expectations and that we were able to create such a unique holiday experience.

We are pleased to know that you have enjoyed all the benefits, services, and special amenities of our exclusive Family Concierge Area; also we greatly appreciate all of your kind words about our facilities, your room and the dining experience we offer in our several restaurants.
On the other hand, you may feel assured that we took good notes from your particular observations, in order to provide all of you unforgettable moments.

It will be always a pleasure to welcome you back, and you can be sure that we will never cease in our efforts to constantly improve the quality of services provided.

Alan Becerril
Quality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 October 2013

We have just returned from a 2 week trip to the Paradisus La Esmerelda and we are both so sad to leave! We are seasoned travellers and (before our daughter) have stayed at some of the worlds top resorts (Sandy Lane, Samaya, Huvafen Fushi, Hotel de Paris etc) so we know what 5 star means. We felt compelled to write this review to contrast some of the frankly ridiculous negative reviews on here. This resort is trying to be the best it can be....the staff genuinely care about you having a great time. The Hotel goes above and beyond. They clearly want to be No.1 in the Mayan Riviera. The food is excellent, the rooms spacious and luxurious in a modern style,the general decor fresh and stylish. The facilities are great, the Spa,Pools and Kids Club are faultless. We opted for the Family Concierge upgrade and this really enhanced our stay. I would say in busy periods this would be a real must if you want that special treatment. In low season it is a nice luxury. Manolo our concierge was fabulous and our daughter, Alex, especially misses his treats! Indeed this resort is fantastic for children. They are spoilt rotten. I'm sure our bartender at the concierge pool has never lined up shot glasses everyday for a 2 year old to drink 'juice' out of, but he made sure everyday that she was catered for, stocking up on her favourite drink and fetching ice creams at her every whim. If you don't want your children spoilt stay away!!
Wifi was reliable and worked everywhere. Skyping by the pool was a rare luxury!
So any negatives? To be honest no. This hotel is making sure that any feedback given is implemented and constant attention to detail and improvement is evident everywhere. To be balanced if you are after an intimate boutique resort, this might be a little too big. If you are after the worlds most beautiful beach, this isn't it, although there is NOTHING wrong with it.

However if you want value for money in an all inclusive resort that rivals most 5 star 'room only' resorts look no further. We hope to return as Mexico has a lot to offer as a destination and this hotel is a real standout. I hope this review gives others confidence to book without concern..

Room Tip: One bedroom master suite fantastic for Families. Ocean view and swim up not really needed unless rea...
  • Stayed: September 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
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5  Thank Adam 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 6 October 2013

Dear Guest,

We would like to thank you for visiting us and recommending us to future travelers.

One of our top priorities is to provide the highest quality service; it is always a great pleasure knowing that we exceeded your expectations and that we were able to create such a unique holiday experience.

We are pleased to know that you have enjoyed all the benefits, services, and special amenities of our exclusive Family Concierge Area; also we are glad to read you enjoyed our facilities, and to know that your little princess took advantage of the Kids zone.

We appreciate your comments, and we hope to welcome you back in the future to make more travel memories.

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
#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: £212 - £800 (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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