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“Great Kids Club and Beautiful Resort”

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Paradisus Playa Del Carmen La Esmeralda
Ranked #34 of 215 Hotels in Playa del Carmen
GreenLeadersPlatinum level
Reviewed 4 December 2013

We'd travelled to Paradisus La Esmeralda over Thanksgiving, for a 9-day vacation. This is the 4th time we'd stayed at a family all-inclusive resort over the past 12 months, so we're comparing this resort to other family all-inclusive resorts.

Pros:
1) It's beautiful. The grounds are clean, the decor is modern.
2) The kids club is the best we'd seen so far. It is open all day (no breaks, as in other resorts), so you can bring your child here at any time. It has a separate toddler (up to 4-year area), so the kids play safely together. Parents are welcome to stay or to go (no extra fee). The staff is attentive and knows how to get the kids' attention. There are large screen TVs with movies for the tired kids to lie down to watch. There are always balloons for a festive atmosphere.
3) Top-shelf liquor is available, but you have to ask for the specific brands (Grey Goose, etc.)
4) The service is amazing. The waiters learn your preferences, and bring everything before you even have a chance to sit down.

Cons:
1) The beds are foam and are very uncomfortable. You sink into one spot, and then can't move. My husband actually slept on the floor one night, so I spoke to the front desk, and they kindly changed our room.
2) The buffet is okay, but nothing exciting. In a few days, we became jaded of the breakfast food since it's always the same. The smoothie station is great, but there's always such a long line for the smoothies and for the eggs (perhaps because we travelled during such a busy time).
3) There are many restaurants, but only 4 allow kids, so we were limited to only 4 restaurants, which weren't too exciting. The presentation was enticing, but the food wasn't gourmet (as compared to the other resorts at which we'd stayed this past year). We had gone to each one once, and then decided that we don't want to return to any of them, eventhough we were there for many more than 4 nights.
4) The concierge that makes reservations is kind only as long as he or she thinks that you'll go to a sales pitch presentation. As soon as we made it extremely clear that we won't attend a presentation, we weren't even offered any help in making restaurant reservations.
5) If you don't book the Family Concierge, you really do feel like a second-rate customer. My travel agent did not offer the Family Concierge option to me (I wasn't trying to save money by booking this vacation, and was very interested in this option, but when we got to the resort, we were told that it's completely booked, but would have otherwise cost us $250 extra per night if booked at the resort itself). Try to explain to your little child why he can't have the cotton candy that other kids are eating just because we're not in the Family Concierge. Also, their pool is heated, which would have been great, considering it wasn't too hot when were were there, and the other pools were almost empty because they're so cold. Our pool ran out of towels at one point, and I went to their pool to get a towel, and was told I can't have one.
6) The pools are so cold. The beach is warm, but has tree stumps and rocks in the water, so watch your feet. The lifeguard walks around warning everyone of this. Not too far to the left is a beautful, clean beach, without rocks and tree stumps.
7) The entertainment begins at 9:30PM, which I thought is a little late for people who have young children. Other resorts began their shows at 8:30PM. We couldn't attend any of the shows since our baby went to sleep at 9:15PM.
8) There is hardly any entertainment and activities outside of the kids club. Other resorts have rifle shooting, bike riding, poker games, etc., but none of these activities, other than volleyball, at this resort.
9) Ladies, bring your own shampoo and conditioner, because the one given dries out your hair.

Considering the cost, I had expected more of this resort, but only because I'm comparing it to others in its class.

  • Stayed: November 2013, travelled with family
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6  Thank vika111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Propietario at Paradisus Playa Del Carmen La Esmeralda, responded to this reviewResponded 5 December 2013

Dear Guest,

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

Guest's feedback is imperative for our improvement as a hotel, so we certainly appreciate yours. We want you to know that we take our guests´ comments very seriously; this helps us to work harder in specific areas which we might have not paid the attention they deserve. Please rest assured that all the details you have raised have been addressed and the proper measures will be taken.

On the other hand, we sincerely appreciate your kind comments about our facilities, the Kids Club, the activities and about the service, thank you very much for mention the details you enjoyed.

We hope to have the opportunity to host you in the future and exceed your expectations.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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4,300 - 4,306 of 7,879 reviews

Reviewed 4 December 2013

We chose La Esmeralda for our first-ever all-inclusive family vacation, and would definitely do it again. Our family (kids aged 5 and 7) travelled with another family (kids aged 10 and 12) - and even with such a wide age spread, all the kids had so much fun. We tried a little bit of everything, from the pool and the beach to the kids' club, movies and wii… and found something great for everyone.

We took advantage of the Family Concierge, which I would highly recommend, as you get a chance to get to know the staff over the course of your stay. Marco, Jeremiah, Roger, Oscar and Pablo at the Hydro Grill made us feel right at home, joked with the kids and treated us like VIPs every single day, and Valerie, Orion and Olga at the Family Concierge took great care of every little thing we needed.

I would definitely recommend this resort and the Family Concierge service and can't wait to return!

  • Stayed: November 2013, travelled with family
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Thank w_a_cairns
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 5 December 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.

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 happy to know that you have enjoyed all the benefits, services, and special amenities of our exclusive Family Concierge Area, to read you enjoyed our facilities and the Kids Zone; but most of all we thank you for complimenting the service, as our team is the most important resource in our commitment to accomplish the total satisfaction of our guests. We will gladly pass on your compliments to each one of them.

Thank you for your recommendation and we will be waiting for you on your next vacation, to repeat this memorable experience.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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Reviewed 2 December 2013

A great family vacation, thanks in large part to our family concierge, Gilmer. He booked all of our dinners for us, surprised us everyday with new and interesting treats and activities in our room, and was always ready and willing to help us in any way.

  • Stayed: December 2013, travelled with family
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Thank taylorcorn
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 December 2013

Dear Guest,

Thank you very much for your brief review from your stay at Paradisus Playa del Carmen La Esmeralda.

We feel proud to learn you have had a great stay in our property and to know that our service went beyond your expectations, we are glad to read that the service provided by Gilmer was excellent and personalized, always focused on your total satisfaction. We will surely congratulate him in your behalf.

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

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 December 2013

We were a family of 10, children ages 6-12 yrs. I can't say enough about the resort for a family vacation. The place is extremely clean, rooms are very modern in design as is the rest of the place. Our room was Always done early, refrigerator supplied as needed. The pool areas are very nice along with the beach. There are plenty of choices of food for everyone. The only one my whole family felt was disappointing was the Mexican. Food did not look appealing to any of us and the taste was lacking. The rest were very good. Passion restaurant is a dining treat !! It is extra, but if you get a coupon book with the Family Concierge, it will be taken care of. What makes this resort a step above the rest is the Staff. They are tops on my list & I have stayed in 18 all-inclusive resorts throughout the Caribbean. They can't do enough for you. Our Concierge Virginia did everything to make our stay memorable. The kids had "surprises" every day upon returning to their rooms in the Family Concierge Building. They received special cookie treats, balloon animals, etc. which was all to their delight. I would HIGHLY recommend this resort for a Family Vacation !! If at all possible get the Family Concierge upgrade. It is WELL worth the extra money !!

Room Tip: Upgrade to the Family Concierge Building
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  • Stayed: November 2013, travelled with family
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3  Thank TravelDian
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 3 December 2013

Dear Guest,

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

It makes us so happy to know that you had a wonderful holiday with us and want to also thank you for granting us with the opportunity to host you.

We are glad to read that you and your family enjoyed the amenities, benefits and services of our exclusive Family Concierge Area; also we are pleased to read you enjoyed our facilities and our different Restaurantes

Thank you for your kind compliments toward our staff. It is thanks to our excellent team that we are able to accomplish our goal, the total satisfaction of our guests.

We look forward to welcoming you back soon for another enjoyable stay.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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Reviewed 2 December 2013

We were in Paradisus couple months ago for a ten day trip with my bother-in-law's family. We all had a wonderful time and still talk about it. My 9 years old son wants all his future vacation in Paradisus : ) The resort and the beach is very nice. Our three boys love the swim-up room. The food and service are excellent. Thank you so much Luis, Ezequiel, Enrique, Lorenzo and Daniela in THE MARKET for the great service and made our trip so memorable.
Thank you Oliver for your hospitality and take care of us when we have questions. Jazimn from the concierge is very helpful too.
Big Thanks to LUIS again : ) We still talk about how excellent THE MARKET is.....
We had a great time!!

  • Stayed: October 2013, travelled with family
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Thank LauraWg
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 3 December 2013

Dear Guest,

Thank you for reviewing your recent experience at Paradisus Playa del Carmen La Esmeralda.

We are delighted to read that you spent the best time in our property. We sincerely appreciate your kind comments about our facilities, the beach area, the different restaurants and the service provided by our staff.

Regarding your comment, particularly when mentioning the service of the team from The Market, is a wonderful testimony of how passionate the staff is in providing the best personalized and warm service the hotel is well known for.

We hope to welcome you back in the future to make more travel memories.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 December 2013

My family thoroughly enjoyed our stay at this resort. Service is the first and foremost reason why we would consider coming back again. We were looked after everywhere we went, whether it was at the restaurant, the beach, the poolside or in our room. I think they've built a culture at this place where providing excellent service is the standard. My husband and I are foodies so we appreciated the fact that the resort had 12 different restaurants to choose from and we're able to try different cuisines each night. The restaurants were very accommodating to our kids as well and would make something especially for them, outside of the regular menu. The kids didn't particularly like the kid zone but were perfectly satisfied with the pools. A few workers were calling my kids by their first names and that made my kids feel right at home. Although there were a few mins/hrs of rain each day, November is a good time to go as the resort is not as busy so you get 100% service and there were no crazy lineups anywhere. We checked out the family concierge area and it didn't seem as "happening" as the regular pool area so we're glad we didn't spend the extra money for this additional service.
Overall, we're quite pleased with our experience at Paradisus. My husband and I normally would like to try different resorts but because we were happy with our stay here at Paradisus, we were actually contemplating coming back and maybe inviting some friends to come along.

Room Tip: Swim up junior suite is a great option, if you want to have a more private swimming experience with...
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  • Stayed: November 2013, travelled with family
    • Value
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    • Sleep Quality
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1  Thank Imee P
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 3 December 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.

Our top priorities are to provide the highest quality service and to show you how to embrace the experience of the Pure Freedom to Just Be.

It is a pleasure for us to read you and your family enjoyed our facilities, the culinary experience we offer, the pool area and the service provided by our team.

Thank you for your kind words, we look forward for your next holiday with us and we hope this is the beginning of uncountable vacations at Paradisus Playa del Carmen La Esmeralda.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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Reviewed 30 November 2013

Our children are 7 and 4 and we as a family waited a long time and chose very carefully our first ever family holiday.
Paradisus La Esmeralda thank you so very much for fulfilling our every wish and expectation. We returned home gushing to family about the way we were treated. I have looked at my photos dozens of times. From the moment we arrived and were whisked away to the exclusive Family Concierge check in, we were in a dreamland. This was very special to my humble family, to be treated with such distinction felt great.
Wonderful smells, incredible sights, constantly being asked if there was anything I needed was an everyday event. My children loved all the amenities for the kids. They were real princesses in there robes and slippers while they ate there fresh milk and cookies. Cool little backpacks and balloon animals everywhere, colouring books and a splash of culture as my little ones were presented with a Mayan Zodiac plate, a truly nice touch.
Although there were plenty of tours and trips to be had outside the resort, we only left once because we felt so at home within.
The food was spectacular, Naos was our breakfast destination everyday, thank you Alejandro for making up feel welcome. We were lucky enough to dine in every a la carte restaurant and they all provided there own wonderful server and culinary experience.
Family concierge pool area was spectacular, what a team Jeremias, Gregario, Marco and Jonas make. I NEVER had a need for anything, they always were there to help or just converse about the day. They should all be applauded.
My wife the beach lover in the family had no problems with the stretch of sand at La Esmeralda. Soft white sand and gentle to moderate surf provided a nice swimming experience. We even had one day of heavier surf which was awesome for body surfing. What a blast!!
The main area of the resort was also great, the pirate ship play area was as expected - a great time was had by my girls. Only disappointment was the concrete pad construction in the Kidzone prevented them from using the trampoline, a few sad faces but they got over it with some timely cotton candy and a glorious bubble bath jacuzzi provided to us by Virginia our Concierge.
Virginia and Gilmer you were the heartbeat of our holiday. I know you had other family's to care for, but I could never tell. No matter where we were you found us and always greeted us warmly. We all felt truly special to be cared for so well and we will never forget the both of you. Should we ever make it back to La Esmeralda be assured we will search you out and greet you with the warmest of smiles.

Yes it was an expensive weeks holiday, However if $$$$ was justifiable this is how I would picture spending it. It is the people here that make the holiday perfect, the surroundings are just the glorious bonus

Room Tip: We did get a swim-up room. However make sure you ask for a swim-up with sun exposure, the room 2022...
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  • Stayed: November 2013, travelled with family
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
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2  Thank Michael O
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 3 December 2013

Dear Guest,

Allow us to express our gratefulness for selecting us to celebrate your vacation, and for sharing the impressions of your recent stay with us.

Our devotedness is to provide the highest quality service level beyond our guest expectations; it is a real pleasure to learn we were able to exceed your expectations and to know that we were able to create such a unique holiday experience.

We are glad to read that you and your family enjoyed our facilities, our exclusive Family Concierge Area, the culinary experience we offer and to know that the service provided for our team was always oriented in your total satisfaction. We will surely congratulate Alejandro, Jeremias, Gregorio, Marco, Jonas, Virginia and Gilmer in your behalf.

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.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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
#7 Family Hotel in Playa del Carmen
#18 Top resorts Hotel in Playa del Carmen
#22 Spa Hotel in Playa del Carmen
#26 On the Beach Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
#27 Luxury Hotel in Playa del Carmen
Price Range: £265 - £694 (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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