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“Great Resort for families with young children”

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Paradisus Playa Del Carmen La Esmeralda
Ranked #33 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Manitouwadge, Canada
Level Contributor
13 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Great Resort for families with young children”
Reviewed 15 March 2014

We stayed here in February 2014 with our daughter who is 12. The resort is beautiful& very clean, very easy to get around nothing is too far. We paid for the family concierge but honestly not worth it unless your children are very young. The best part of Family Concierge was the heated pool for us. Our concierge was ok but I will not name any names only because this person did work hard just not for us. ( As I said our daughter is 12 ), When we checked in we waited two hours for our luggage& three phone calls but no luggage. We checked in late& really needed our luggage. I finally walked down to the lobby after 2 hours & many promises but no luggage. Our luggage was still sitting at the lobby where they told us to leave it. I actually think family concierge does not do there part. We had better service on the other side why pay more. Another issue was when we checked in we had one BED with a 12 year old not good. Why would they do this, they expected her to sleep on a cot for one week no I don't think so. Not well planned. We asked to be moved the next day to a room with two beds. The food was ok nothing wowed us in any restaurant keep in mind if you have children you are only allowed in 4 restaurants. The pools were very nice with nice cabana beds all around the beach was just a short walk but not the greatest beach as mentioned in other reviews. The staff was awesome for the most part. The only bad service was at the Hydro Grill again in the Family Concierge section. The best service was by Marcelini sorry if I did not spell this right. He was great all week! They need more staff like him! Room was nice& clean shortage of towels sometimes but we made due. It was a beautiful resort with some time share people but they left you alone if you asked them. This is a complete honest review after staying in over 20 resorts 9 in Mexico. I feel it is a little over priced& the food was not as expected for 5 star. You will not be disappointed if you go but I would consider other 5 star resorts that may be cheaper& offer the same service.

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Tiffany025
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 review, 17 March 2014
Dear guest,

First of all, thank you for sharing your experience at Paradisus Playa del Carmen La Esmeralda with us and with future visitors.

We are disappointed to hear that your experience at Family Concierge did not live up to your expectations and would like to extend our sincerest apologies .Your comments are very important for us, it is through them how we learn about what we need to improve and take corrective actions to avoid negative points in future guests experiences. That is why we have sent your notes to the Family Concierge manager and his team. Please be sure they will work on those aspects.

On the other part, we are glad to know that you enjoy the pool area and the service provided by Marcelino, we will inform to him about your recognition to his amazing job.

Thank you again for your notes and we hope you will come back to Paradisus Playa del Carmen La Esmeralda for your next vacations to Mexico.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda
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Baltimore
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 15 March 2014

I wish there was a rating between average and very good! I must begin by saying that this was a family vacation, and when traveling with small children, you really must lower your expectations for the adult side of the equation. So, I can start with the Cons:
We booked the priciest option, a 2 bedroom master suite, because we had three kids, ages 19, 7 and 2 1/2 plus two parents. That said, it is really two suites with an adjoining door and neither room was ready upon arrival at 2:30 pm. We chose the family concierge option which, at most Paradisus resorts (sometimes known as royal service for the adult only areas) means super-duper individualized special service. We checked in at the family concierge area but this did not help get our room ready. We had a cranky 7 year old and an exhausted and miserable toddler and all I wanted was to get in a room for a nap... but instead we had to sit down at the FC poolside restaurant to eat since the rooms were not ready. So there we are with miserable kids and the food at this location was...um...kind of gross. The oddest chicken nuggets, all dark meat with flavoring that my kids wouldn't touch. Most of the food was jury rigged from a snack bar. Not a great first impression. So then one room was ready by 3:30 but the 2nd room wasn't ready until close to 5 pm. We had not been introduced to our concierge yet either. Finally get the rooms set. They are indeed spacious and beautiful. The living areas have strange rock hard couches but amenities are quite nice. Unfortunately, the towels are threadbare and the sheets are awful. The worst thing is the rubber sheets on the beds. They squeak every time you move and are very uncomfortable. Unfortunately while they do clean the rooms, they pretty much do not replace anything you use. No new coffee, minibar items, toiletries, etc...unless you ask...over and over and over. Even with FC you can ask for things you want in your room and getting them is very hit or miss. But I will say the rooms were lovely in general. Now for the other big Con. On our first night there, with exhausted kids, they decided to have an adults only wedding in the area underneath our room...which was in the FAMILY area of the resort. So my kids stayed up until 10:30 listening to "You...shook me ALL night long"...literally. I was furious. Unbelievably bad idea. That was the worst part of the trip. You expect noise, you don't expect an outdoor nightclub outside your room at a family resort.
Moving on, the FC pool is very nice and heated which is great. I'd say the only benefit to FC that we really enjoyed was the private pool. Next time I would most likely skip FC if it is as we experienced. I have done Royal Service at another Paradisus location and found it much better and more attentive.
The kids' food is hit or miss as well, some locations have better chicken or pasta than others. The breakfast buffet is good however. The Japanese tapanyaki (cook on the table) is above average in both food and service. We did Passion one night while our oldest babysat and were underwhelmed. Service was excellent, wine pairings were fair, food was beautifully presented but not as delicious as it should have been for the extra price. A little too much savory 'foam' and 'gelee' for my taste. Lunches at Sunset Grille were good, better by a mile than the Hydro Grille at the FC area. The other restaurants were quite good as well.
The drinks were very hit or miss. The frozen drinks were great - ask for double liquor or there will be nearly none. The cranberry, orange and other 'juices' as mixers are nothing like the US so a cranberry vodka will not resemble what you are used to here. Plus, drinks are watered down, even the wine seems thinned although I saw no evidence of that. I tried to order the bottles that looked un-opened lol. If you order wine via room service - you must do so at least 4 times to get the accurate wine...it seems they pretty much just bring whatever white or red is closest irregardless of hte room service menu or what you ask for. Room service....also not very good. Passable with some things yes, a few stand-outs, and a lot of boarderline inedible items. Extremely limited room service menus as well. They want you in the restaurants. Kid care was good, clean and well decorated. It wasn't always well monitored in the baby-toddler area and often I couldn't tell if kids were signed in or just dropped off but it was more than adequate. The staff was very sweet and definitely well suited to working with kids.
Snorkling and extra activities were also...you guessed it...hit or miss. The scuba shack was almost never open or staffed, getting replies or equipment was almost impossible and they cancel the boat trips in even slightly cloudy weather. But the beach itself was fine, a bit rocky but the kids loved it and there's food and drink easily accessible.
Based on our early complaints regarding the wedding and lack of FC service, we were constantly asked if we were happy and if things were improving...but if we said no...nothing changed so it was really just overly-solicitous conversation. At one point our family concierge phone (which barely worked anyway) was stolen and we were not offered a replacement so we had no real way to contact our concierge...which interestingly didn't change our trip at all. Half of the reservations and appointments he made for us never materialized which was most likely not his fault. But it seems like the other locations, spa, restaurants, room service, etc are not particularly interested in making the FC folks look good.
ALL that said, as a family trip, this was pretty decent. The pools are nice, the rooms are nice and clean, the food is decent. It's not the Ritz by any means, but it works for young children. I would not go to this resort as an adult traveling without kids, even on the La Perla side, but for a family trip that is an all inclusive, you could do much worse. Don't miss Bana restaurants food demo!

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank abby2121
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 review, 18 March 2014
Dear guest,

First of all we want to thank you for selecting Paradisus Playa del Carmen for your recent vacations and for taking the time to describe the areas you think we need to improve.

We are sorry to read we were not able to surpass your expectations and that you left the resort with a non-positive overall experience. We really appreciate the details you described because that way the managers from all the areas involved know exactly where to focus and take the corrective necessary measures, especially at the Family Concierge area , the Room Service menu and the food at the Hydrogrill.

On the other hand, we are pleased to know that you and your family enjoyed the pools , the rooms , the Kids Zone and the facilities in general.

Please accept our apologies for the diverse situations that made us fail to you. It would be a pleasure for us if you could give us another opportunity to show you the authentic Paradisus experience.

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
Minneapolis
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 15 March 2014

I have been a frequent visitor to Trip Advisor to read reviews for many years but this is my first time posting a review to share my experience. Overall this hotel exceeded our expectations. My husband and traveled with our two boys, ages 8 & 4. The food quality was excellent. Our favorite restaurants for dinner were Bana, Mole, Grill, also food at the pool grill was good. We did not care as much for the breakfast buffet at Naos or the Market restaurant. The only a la carte restaurant for breakfast was adults only, so we got a little tired of eating the breakfast buffet each day. The majority of the staff provided excellent service, we would like to especially thank Gilmer our family concierge, Anele at the North Avenue Bar, and the bartender by the Sunset Pool Grill. The variety of different pools to use were great, as it never felt that crowded, although if you did not get up to reserve a chair by 7:00am, it could be difficult to find seating in a prime spot. I know that others have complained about the water temp in the pools, but we found it very comfortable since it was so hot outside during our trip. We saw the Michael Jackson show and Circus show and both were very entertaining, although I wish that shows would have started earlier, since 9:30 is pretty late for kids. The beach is not as nice as other resorts we have stayed at in Mexico, and it was quite a long walk from the main hotel, so we did not spend as much time there. A few items to note for improvement:
1)Kids club should have move organized activities. Our boys enjoyed going there, but typically they ended up staying inside the whole time and playing video games. Also we were giving a different schedule of activities when we checked in that apparently was not accurate so they missed out on a few things.
2)Rooms, we stayed in a one bedroom swim up suite, and overall the room was great, very clean and modern. However, the beds are way too small in the room for two adults to sleep in and also the temparture control would not go any lower than 65. Because of the humidity it constantly felt damp in our room and was much too hot to sleep comfortably at night. We asked to have the temparture turned down lower, but were told that 65 was the lowest it could go.
3)Family Conceriege, overall the service from our concierge Gilmer was good, he made our dinner reservations, arranged for special treats in the room for our kids, provided information about tours, etc. There was an overbooking issue however, so when we were arrived we were not provided with a cell phone, which made it difficult to contact our family conceriege for assistance. I was giving a cell phone on the third day of our trip which then addressed this issue.

Overall the resort itself has great amenities, service, food, and decor.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank champlin
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 review, 17 March 2014
Dear guest,

Thank you for taking the time to share your memories from your stay at Paradisus Playa del Carmen La Esmeralda on Trip Advisor.

We appreciate your suggestions on Kids club activities ,the temperature in the rooms and the Family Concierge service, your comments are very important to us because 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. We already let the differences departments know about your observations.

On the other hand, we are pleased to read that this hotel exceeded your expectations, that you enjoyed the food quality at our restaurants and got pampered by our warm staff. It is really heartwarming that you could appreciate those aspects of our Paradisus brand.

We would appreciate if you decide to come back to Paradisus Playa del Carmen La Esmeralda to have another great family vacation!

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
Somerset, New Jersey
Level Contributor
22 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 15 March 2014 via mobile

I came here for spring break with my family and this resort exceeded our expectations! From the beach to the pool to the wonderful service, we truly enjoyed our stay here! Gabriel from Fuego, Griselda and Julio, and Alejandro from Hadar provided exceptional service. We are definitely planning to come here again and would recommend it to all our friends!

Stayed March 2014
Helpful?
1 Thank Anand 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 review, 17 March 2014
Dear Guest,

Thank you for staying at Paradisus during your Spring break getaway to Mexico.

We are pleased to know that we exceeded your expectations and you enjoyed the attentive service provided by Gabriel ,Griselda ,Julio and Alejandro. They will be informed about your kind words expressing they were your favorite employees from the whole trip.

Will be an honor to host you again, and take care of you in your next vacation.

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
Playa del Carmen
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 15 March 2014 via mobile

Wow, what a fantastic resort. The service, food, attention for details were all excellent. I also want to highlight one staffmember, Adelaido who works at the Hadar restaurant in the resort. What a guy....well done....we will return to Mexico for sure.

Stayed March 2014, travelled with friends
Helpful?
1 Thank St_Jock
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 review, 17 March 2014
Dear Guest,

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

It is truly a pleasure for us to learn that you enjoyed your stay at our resort and that you appreciated the friendliness of our staff specially Adelaido , with people like him is why we are able to achieve our goal- the continuous improvement of our services.

We look forward to welcome you once more very soon!!

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
NEw York
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 14 March 2014

Excellent resort! We’ve been traveling to Riviera Maya at least once a year for the past 10 years. This was our first time at Paradisus La Esmeralda. We are a group of 4 families, 9 adults and 9 kids ages ranging from 3 to 14. I am writing this review on behalf of all adult travelers in my group so it is not a single opinion. We have traveled to this resort on recommendation of 3 different families that have stayed at this resort during 2012-2013.
1. Service: Excellent top to bottom! From top management to housekeeping, thank you guys! During the 2 weeks we have never ran into a staff member without a smile on their face nor have we ever heard a “no” to any of our requests. A group of 18 with kids is not easy to handle, but Paradisus did it with ease! Oh, and I forgot to mention, we had 4 birthday celebrations during our stay. I have made most of the restaurant reservations for the parties prior to the arrival and everything has worked out just perfect! Special thanks to Oliver Bothfeld for arranging everything prior to our arrival and making sure everything goes as planned. Thank you to Zezinho De Brito Da Silva for arranging a wonderful day trip Cancun for our “little” group of 18.
2. Rooms: Very Spacious, clean and nicely decorated. Our group occupied 3 Junior Suites, 1 One Bedroom Suite and 1 Master One bedroom. All rooms had great layout and plenty of closet space.
3. Food: food was very good, no complaints at all. Service in the restaurants was always excellent. We went to Naos for breakfast and lunch and even few times for dinner. Big thanks to Mizael, Fabian and Franklyn for keeping our glasses full! Good job guys! We’ve celebrated one of the birthdays at Vento-Mediterranean cousin and really enjoyed it. Market-Brazilian, great food, nice atmosphere, excellent service! Marcelino Uc, Jorge Martinez and Alberto Sanchez, you guys are the best! We had to come back twice! Rigoberto at Gabi Bar- Best bartender ever!
Bana – Beautiful, modern decor and great food! Had to come back for more, thanks to our hibachi chefs Ulysses and Ernesto, kids loved the show!
We tried Passion (adults only) and were very pleased. Very professional, excellent presentation and great food! Big thanks to our waiter Adrian.
4. Beach: beautiful white sand, calm water and plenty of places with clear water and no rocks for swimming. The beach is narrow but it’s a huge plus since you can watch your kids play in the water without getting off your chair!
We all enjoyed our stay at the resort and looking forward to comeback as soon as possible!

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Dilovely
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 review, 17 March 2014
Dear guest,

First of all thank you for sharing your experience at Paradisus Playa del Carmen La Esmeralda
It has been a pleasure for all of us to host you and we are happy to know that you and your family had an unforgettable stay with us and during your birthday celebrations. We are pleased to read you had an excellent overall experience while enjoying delicious meals at all our restaurants, the comfort and all the amenities offered in your room and the warm and professional service provided by our staff. We will keep the committed work to surpass all our guests’ expectations and continue with our most important goal, creating memorable experiences to all our visitors.

We sent your recognition to every member of our staff that you have mentioned, they will feel satisfied that you had great and pleasant stay with us.

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

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
Cookeville
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 14 March 2014

We enjoyed Dominga and Rigoberto at breakfast.
Fernando at Mole
Daniel and Astorio at the Asian restaurant
Eduardo at the Brazilian restaurant
Innonocence at the Mediterranean restaurant

The staff was helpful at the gym and its nice to offer yoga and spin and our room was kept very clean.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
1 Thank T 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 review, 17 March 2014
Dear Guest,

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

As for the staff members you have mentioned in your review, we will make sure to pass on your kind comments to all of them, whom I`m sure did everything out of love in order to make your stay unforgettable.

We look forward to pampering you once again in the 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

Property: Paradisus Playa Del Carmen La Esmeralda
Address: 5a Avenida Esquina Calle 112, Playa del Carmen 77719, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking 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
#19 Top resorts Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
#26 Spa Hotel in Playa del Carmen
#27 Luxury Hotel in Playa del Carmen
#28 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Paradisus Playa Del Carmen La Esmeralda 4.5*
Number of rooms: 512
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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