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Paradisus Playa Del Carmen La Esmeralda
Ranked #34 of 217 Hotels in Playa del Carmen
GreenLeadersPlatinum level
Reviewed 29 April 2014

We have been to many resorts throughout the Caribbean and we never had such a complete experience like we did with paradissus. The facility was elegant, clean and very relaxing. The options for kids were great. The food was very gourmet and very assorted. The rooms were elegant and very comfortable. Only see two areas to improve. It was tough to find a bungalow sometimes and the mattresses could have been better.

  • Stayed: April 2014, travelled with family
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Review collected in partnership with Melia Hotels International
Thank Juan G
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 30 April 2014

Dear guest,

Thank you very much for sharing your Paradisus experience with us and with future tourists on Trip Advisor.

We are glad to read that you had an overall great stay with us while you enjoyed our LUXEclusive plan with the elegant facilities , assorted food in our restaurants, entertainment options for kids and comfortable suites.

We appreciate your suggestions and we look forward to your return.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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4,034 - 4,040 of 7,978 reviews

Reviewed 28 April 2014

we just came back from this paradise!! our concierge was ROSARIO, she was great , always had a smile on her face and booked our dinner perfect.
the food was great , the staff overall was friendly and the beach was awesome

  • Stayed: April 2014, travelled with family
    • Value
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Review collected in partnership with Melia Hotels International
2  Thank Rajiv G
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 29 April 2014

Dear guest,

Thank you for the positive feedback.

We are glad to know that your overall experience was satisfactory and you truly liked the facilities, food and service. Be confident that Rosario will receive your recognition to her attentive service to motivate her to continue giving the best of her every day.

Your second home waits for you!

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 28 April 2014

My family (2 adults, 2 children ages 8 and 6) stayed for 7 days at the Paradisus La Esmeralda, from Easter Sunday through the following Saturday. We originally had a junior suite with Family Concierge, which we upgraded to a 1-bedroom suite at check in (approx. $360). The extra space, and separate sleeping area were useful and we definitely appreciated it over the week.

The resort itself is absolutely spectacular – all of the common areas are elegantly appointed and evoke the feeling of a high-end spa. Its immaculate as well – the staff is constantly cleaning, restoring, maintaining. The pools are separated into several different areas – a larger pool with obstacle course for older children and adults (probably about 4 ½ feet deep) and a smaller pool with a pirate-ship themed play area, complete with slides, for smaller children (a little bit over 3 feet deep). The Family Concierge area also has a separate pool with loungers, and the perimeter of the resort has swim-up suites with adjoining pool areas that you can use as well (as other reviewers had noted, these swim-up suites usually seemed to be in the shade). I found the pool temps to be just fine, particularly with the mid-day heat, although the Family Concierge pool felt warmer.

The resort definitely had a good crowd, but it never felt “crowded.” They definitely play the towel game with loungers and Bali beds, but I also saw staff moving belongings that had been unattended for hours so that guests actually present could take advantage of the seating. Service around the pools, as far as drinks or really anything you need, was great in our experience. They were constantly bringing around water, and taking drink orders. We found the beach area to be very nice. Yes, you can’t see the water from the resort itself, as the mangrove intervenes. The walk is maybe 5 minutes, tops, and they have a nice boardwalk with foot washing stations at the end. Service on the beach was great as well. The Family Concierge beach section, with its large wicker beds was very comfortable. While certainly not the widest beach I’ve ever seen, it is more than serviceable.

All of the restaurants, from the Naos buffet where we had most breakfasts, to the different restaurants for dinner, were exceptional. Fantastic presentation, wonderful service, and a good selection as well. They might want to consider adding some sides dishes to these main courses, but really it is impossible to complain about the food. Our favorite was Bana – both the hibachi and the regular restaurant. Least favorite (comparatively speaking) was probably Mole, the Mexican restaurant.
The room itself was very nice. The mini-fridge didn’t stay as cold as I would have liked and our couch/coffee table had seen better days, and really needed to be replaced. The one consistent problem we had was with mini-bar replenishment – some days they didn’t replace the in-room coffee we used, or other items, and other days they skipped our room entirely (even when we asked them to come back, they didn’t). It was probably my one area of complaint (they do provide plenty of in-room water for drinking/brushing your teeth, though).
The staff might be the resort’s greatest asset. Everyone we saw met us with a “hola” or other greeting, and the entire staff was extraordinarily friendly and helpful. We greatly enjoyed the Family Concierge – there is a special check in process, as well as a special lounge which we found ourselves returning to regularly for coffee, sodas and snacks. Alejandra was a big help answering my questions before our arrival, and our concierge, Daniela, made all of our restaurant reservations before our arrival (based on our preferences elicited beforehand), left nightly treats for the kids, and searched us out on a daily basis to see if we needed anything. She was exceptional. Our kids really liked her and appreciated the extras. They run some resort-wide activities for the kids (Easter egg hunt, a pirate party in the pirate pool area with singing and dancing) and some Family Concierge activities as well (a Friday pool party in the FC pool area with singing/dancing). We never made it to the nightly shows – they all started too late for kids (and parents) exhausted from a day in the sun. They might want to consider pushing them up to earlier in the evening on some nights.
In sum, the resort is as close to perfect as you might imagine. We were definitely very impressed, and look forward to the next opportunity we’ll have to visit.

  • Stayed: April 2014, travelled with family
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2  Thank SJEK
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 29 April 2014

Dear Guest,

Thank you for your gracious words and kind feedback! We are ecstatic to hear that you had an awesome experience while visiting with us.

Some of the benefits our Family Concierge guests have are: access to a swimming pool reserved for them, having some snacks at Hydro Grill, Jacuzzi at your room terrace, butler assistance and amenities for our youngest visitors, among others. Thank you for taking advantage of them, our staff works very hard to provide our families an unforgettable experience.

On the other part, we have informed the manager in charge about the minibar restocking. The minibar is part of our all-inclusive plan and it must be filled in ones a day.

Thank you again for taking the time to share your experience in Trip Advisor and we will be waiting for your prompt return.

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 27 April 2014

Just returned from paradisus la esmeralda and it was well worth it. The staff at the Hydro Grill was the absolute best. Isreal, Andrian, Geronimo and the rest of the servers were amiable, efficent and most important of all, they always had smiles on thier on thier faces. Daniella, our concierge, was always available, friendly and made our stay much easier. The food was very good at all the restaurants we tried and as expected the service was very good. Best resort we have ever stayed at.

  • Stayed: April 2014, travelled with family
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Thank Cerg1111
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 28 April 2014

Dear guest,

It is an honor for us to know that you have enjoyed all the benefits, services, and special amenities of our exclusive Family Concierge Area; thank you for letting us know about the outstanding service provided by Israel, Adrian, Geronimo and Daniela. Their effort is shown on their work and they will be pleased to know that they contributed in your experience.

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

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 27 April 2014

The Paradisus Esmeralda was a wonderful vacation experience. The hotel was beautiful and very clean, the staff and service impeccable. Unlike other resorts, it was never an issue to find space on the beach or pool - plenty of umbrellas, towels and chairs - not to mention great wait staff attending to us.
My only issue was the limitations for restaurants for families. My daughters are 15 and 17 so we were not admitted into all the restaurants. It would be a good idea for the resort to change the policy to at least 16 and older to differentiate between families with toddlers and families with teens. Other than that, it was perfect!

  • Stayed: April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Melia Hotels International
1  Thank Pauline F
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 28 April 2014

Dear guest,

We are pleased to read that your overall experience at Paradisus Playa del Carmen La Esmeralda was wonderful and you had the opportunity to enjoy our facilities and the attentiveness of our staff.

We will be waiting for your return with your family or to our little piece of Paradise.

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
Reviewed 27 April 2014

We just came back from a week at the hotel in April 2014. I can't say enough good things about it. Check in was a breeze. We had a 2 bedroom apt that was so big we often got lost in it. The apartment was spotless. It was cleaned twice a day, the housekeeping was amazing. Very upscale. We had 2 jacuzzis in the balconies, a huge bath tub and amazing double showers. Their attention to detail is to be commended. My kids ages 9 and 7 loved the hotel, the pools are excellent, they spent hours playing on a float in one of the pools. We didn't have a hard time finding chairs in the morning, but it is obvious many people go early and leave towels and something in order to hold the chair and the cabanas. The food was great, we didn't get to go to all of the restaurants but our favorites were Fuego, Market and Naos. The Asian restaurant Bana was just OK. All of the restaurants are very well decorated. The wine prices were outrageous everywhere, in the end we didn't have a single glass! The gym was very nice and upscale, with modern equipment and daily spinning classes, which I loved. If you are staying at La Esmeralda, it is a hike to walk to the beach or to the gym but that didn't bother us. The beach is nice, though we didn't spend a lot of time there, we preferred to venture out of the hotel for a couple of days. The in-house photographers are excellent, we were not overly pushed to purchase time shares. Cant comment on the entertainment as we didn't really take advantage of it, Kids club is nice but it is indoors and my sons didn't feel like going. I never saw any Kids Club staff outside though. Last mention is for the in-house doctor, Dr. Diaz, who took excellent care of my son who got sick during our trip. He was in our room in minutes and was excellent! Overall, way above my expectations!

Room Tip: For a family, the 2 bedroom apartment was great. Next time I would love to get a swim up suite.
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  • Stayed: April 2014, travelled with family
    • Value
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    • Sleep Quality
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3  Thank Marcia R
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 28 April 2014

Dear guest,

Many thanks for taking the time to share your experience from your stay at Paradisus Playa del Carmen La Esmeralda.

Our most important interest is to satisfy every guest need and surpass their expectations. We are happy to read that during your one week stay we did it in all the aspects: food, accommodations, activities and service.

We are proud that you and your family have had a wonderful stay at Paradisus Playa del Carmen La Esmeralda and we hope to host you 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 27 April 2014 via mobile

First I want to preface my review with the fact that I've been to other all inclusives and am a time share owner at the Paradisus in punta Cana. I wanted to try someplace new and this had great reviews and knew it had to be nice because it's a melia resort.
I will start with the positives first. We were traveling with 2 children, age 23 months and 4. I booked the family Concierge section as it was recommended by my network. It was well worth the extra money. Our check in was smooth and quick , we were offered drinks for ourselves and kids etc. Ivan was our family concierge, he was very attentive and kind. He made sure everything was perfect. When our crib and luggage didn't show up to our room he immediately fixed the issue. He did very thoughtful things for the kids every day and night. He made all our dinner reservations the first night as it was high season and we luckily got in to try every rest each evening. The food at night was excellent. I'm from the northeast and I'm Italian. I am picky and love good food. Quality not quantity. This resort gets the dinner right. It was delicious. Mole was amazing with the homemade guacamole that is made table side. My meal was superb and even my daughters pasta was perfect. Another favorite was Vento. I really enjoyed the beautiful salad bar at the market and the wine excellent. The service was beyond good at all restaurants every evening. Moving on, the resort was extremely clean everywhere and pools were beautiful.
Here's the flaws and downfalls, the service by the pools was not attentive. I had to go to bar every time I needed something. We tip and tip well. But here at the pool it just didn't seem to matter. The food at the grills by the pool was fair at best. Def could use some help. The service at the beach was nonexistent and was annoying as you get hot, hungry and thirsty. It was nice for kids with all the sand toys though. I think they need to hire more people during high season as it was not the workers fault. We were just overlooked due to number of people I'm guessing.
All in all it was a really nice place for kids. I receive better service at our home resort in punta Cana by the pool and beach which is something I enjoy on vacation. Someone always there when you need something and they get you anything you want. All in all very nice experience and we thoroughly enjoyed the weather. So it's great but it could use some tips from the Dominican rep sister resort the reserve at paradisus Palma real for service by pool and beach.
Thanks again to Ivan for making our stay smooth and effortless when it came to all those details. And for all the fun stuff for the kids. They loved it. You were perfect. Thank you very much.

Stayed: April 2014
2  Thank Jessica B
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 28 April 2014

Dear Guest,

Thank you for choosing Paradisus Playa del Carmen La Esmeralda and for sharing your experience on Trip Advisor. We appreciate that you are a loyal guest of Paradisus brand.

It is pleasant to hear that you have enjoyed the delicious and assorted food at our restaurants and of course the warm service provided by our staff, special mention to Ivan. We will pass along your notes about his outstanding service and the importance he had on your overall experience.

Moreover, we are really sorry that the pool and beach services did not satisfy your expectations. Your comments have been sent to the corresponding Managers in order to improve the experience of all our valued guests.

Your observations help us identifying our opportunity areas and how can we improved them. We hope to have a second opportunity to welcome you back and guarantee your complete satisfaction.

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
#19 Top resorts Hotel in Playa del Carmen
#23 Spa Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
#27 On the Beach Hotel in Playa del Carmen
#28 Luxury Hotel in Playa del Carmen
Price Range: £233 - £835 (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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