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“Wouldn't book this hotel again”

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Iberostar Paraiso Maya
Ranked #4 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Pittsburgh, Pennsylvania
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Wouldn't book this hotel again”
3 of 5 bubbles Reviewed 17 August 2014

The Hotel was just ok. Pool area very nice and convenient to our hotel. Lobby was also nice. The biggest complaints that i have are with the room and the fact that not enough people speak english. The toilets do not flush well and the shower leaked like crazy on the floor. There arent enough outlets to charge your phones and other devices. The room does not have enough light. More of the staff need to speak english. My husband had a simple request for an ironing board and they had no clue. Lastly, the food was just ok. It was very hard to get a restaurant with reservations.

  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
1 Thank honest_opinion52
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this review, 27 August 2014
Dear guest,

We would like to thank you for choosing to stay at IBEROSTAR Paraiso Maya and for taking the time to share your review about your experience.

We regret to hear about the issue you had with your accommodations. Our Maintenance and Housekeeping Team work hard to keep our rooms and our facilities clean and well maintained every day, so we are saddened to read about your experience, and no doubt will we inform them about your feedback for further improvements.

We would also like to mention that all our staff that works in direct contact with guests speaks English and other languages such as our Concierge, Front Desk, Reservation service, Operator, Room Service, Waiters and Activities Staff. The hotel also provides English lessons for the housekeepers and cooks but it is not mandatory for these positions. We will pass your comment on to the Department Managers to ensure this is being followed strictly.

We hope that you will give us the opportunity to welcome you back and recover your trust, showing you the great service we are capable of offering.

Sincerely,
Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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4,729 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (910)
Date | Rating
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English first
Montreal, Quebec
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 17 August 2014

This was the first time our family has been on vacation to Mexico and we really found an excellent place for our first experience, everything was well above expectations (food, decor, service, friendliness, pool facilities, etc..).

The only 2 minor issues we had were:
1) Look out for coral reefs underwater at the beach! They can really hurt you if you step on them, and they are practically impossible to see through the waves and the surf. Overall, they are quite far and few in between.

2) Our bed was not very supportive, it sagged so much in the middle that it made for a horrible night's sleep. My wife and i are not very heavy people, we are about equal weight and we have a combined weight of 280lbs, so this should have been easy for the bed to handle. We informed the hotel staff, and they promptly added padding to the top of the bed, but that didn't solve the problem. I ended up sleeping in one bed with my 7 year old, my wife slept in the other bed with my 3 year old, then everything was fine.

Overall, we would gladly return to this hotel in the future.

  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
2 Thank w_carreiro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this review, 26 August 2014
Dear guest,

Thank you for sharing your recent experience at IBEROSTAR Paraiso Maya with us and other travelers on TripAdvisor.

We are very happy to read that as a team, we fulfilled your expectations about our resort.

Thank you for your relevant remarks, we are sorry that some of our beds were not of your liking but let us inform you that thanks to our guests’ comments we are slowly replacing our mattresses for softer ones that include a pillow top.

We hope that you will consider giving us another opportunity to host you in the near future and experience all the positive changes made based on our guests recommendations.

Best regards,
Quality Manager
Iberostar Mexico
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New York
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 15 August 2014

We just got back from the Iberostar Paraiso Maya. Overall I think it was a great trip and would definitely recommend. The hotel is absolutely beautiful. The grounds are fantastic and the beach is stunning. The hotel staff was very friendly and our room was large and comfortable. My biggest comments were about the food and drinks. First of all the food ranged from mediocre to inedible. None of it was really very good and all was of very low quality. If Iberostar is reading this try making half the food and make it twice as good. Stick to the buffets as the more choices give you more chances to get something worth while. Believe me my standards are not that high but the food was worse than a TGIF. The other issue I had was with the drinks. I swear that there was no alcohol in any of them. I actually saw a bartender swig a bottle of vodka when he was thirsty like a bottle of water....I think it was water. We drank four drinks in a row and didn't even feel a thing....Nice taste but very watered down. I would suggest taking excursions and go to Playa de Carmen for a decent meal. With that lots of fun with plenty to do..great for kids and large groups.

Room Tip: Tip the staff for better service
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  • Stayed August 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank andy v
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this review, 26 August 2014
Dear guest,

Let us begin by extending our sincere gratitude for not only choosing our resort to spend your vacation but also for posting this review on TripAdvisor. . It is satisfying to know that as a team we were able to meet your expectations and that you enjoyed our beautiful grounds.

Thank you for your constructive comments, this feedback will help us to improve the service provided to our guests.

We are sorry to hear that we did not meet your expectations regarding our food and beverages. Our Executive Chef and his team work with fresh and quality products, and is always looking to vary the different options offered at our buffets and a la Carte restaurants. Your comments will be forwarded to him, and all our guests' feedback is, so that he can adapt the offerings as much as possible to our guests' needs.

We hope that you will give us the opportunity to be able to offer you our hospitality again at IBEROSTAR Paraiso Maya.

Warmest regards,
Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
South Dartmouth, Massachusetts, United States
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
2 of 5 bubbles Reviewed 15 August 2014

They are mainly accurate. We are on our last day at the Iberostar Paraiso Maya and I'm mostly ready to just go home. I try to take bad reviews with a grain of salt and I'm going to try to stay fair with this review. There are some great aspects to this resort, the beach is beautiful, the property is ok, seems like it was once amazing but just has not been kept up with, broken tiles, areas fixed with tape, pools are nice, yes, the water is not cool, but what do you expect for Mexico in August... In general the resort has a very "Spring Break" party atmosphere, constant house music playing at the main pool and A LOT of heavy drinking in the main pool, also, all the pools are pretty close together so it's tough to get away from this atmoshpere. Biggest complaints are probably the food and the mattresses. Was VERY VERY disappointed by the dinner reservation system that this resort seems to play...we tried to make reservations on our first full day here for different places and almost all were not available or had only one opening on Friday night(5 days later) at 9pm. After REALLY pushing the "concierge" we got some different reservations but not exactly what we wanted. How can somewhere advertise that it is ALL-INCLUSIVE but then tell you that you can't eat at the restaurants advertised, seems like a weird scam to me, escpecially since every place we did go to dinner was half empty. Seems like they should lower the cost of staying here and just call it what it is, a room with unlimited weak drinks and a few buffets. The lobby and Lindo buffets were probably the only ok dining experiences we had. The beds in the rooms we have are sooo uncomfortable, have had a sore back from it since day 2, we asked for a mattress topper on day 1 and has helped but, barely...cannot wait to be home and in a comfortable bed. Don't get me wrong, we are with a group of 16 and we've had a great time but more about just being on the beach in Mexico and together than anything added by the resort. One last note...we had a photo session done with the whole family, thought we'd be able to purchase just a disc of all our photos for like 150-200 dollars but turns out it is $17.00 PER PICTURE for one picture on a disc...

I'd say this place overall is just ok, definitely not worth the money. It's an all inclusive so I understand the foods never really that great and drinks are pretty weak , but there are sooooo many other places to stay in the area, don't choose this one! I feel bad if anyone was really saving up to spend their money on this place.

Room Tip: We liked being in the 63-64 block of rooms, is kinda central too get everywhere
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  • Stayed August 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
5 Thank Elizabeth D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this review, 22 August 2014
Dear guest,

First, we would like to thank you for sharing with us your honest review about your experience at our resort.

At IBEROSTAR Paraiso Maya, we offer a great variety of amenities that are part of the all-inclusive package, such as 7 options of restaurants a la carte: Mexican, Cajun, steakhouse, seafood, gourmet, Japanese, Mediterranean and one main buffet with different themes each night: international, oriental, Spanish, Caribbean, Italian, etc. For breakfast and lunch, we have two restaurants with many options for our guests and also we have a snack bar on the beach as well as access to our sister hotel's restaurants (Lindo, Mar and Beach), an a la carte restaurant for breakfast and lunch, the baby kitchen, free WIFI in lobby and rooms, private swimming pool, access to spa wet area for adults only, and other services that are in the facility Paraiso Maya and the shopping centre in the hotel complex (with food establishments also included for our guests).

So we are really saddened for not having met your expectations. We would like to offer you our sincere apologies for any inconvenience described in your review.

Due to their exclusivity, our restaurants a la carte are very popular in our resort. Please let us inform you that we are working on making our restaurants reservation system easier and more efficient for our guests. Moreover, we usually recommend our guests to make their first three dinner reservations two weeks prior to the arrival in order to be able to dine at the time of your convenience. The aim of the reservations is to allow you to have a more exclusive experience where dishes are made to order and our customers will not suffer delays or are rushed to finish their meal.

We offer an apology about the issues described at our pools. The different Departments involved, gather efforts to maintain a good ambience where our guests can have fun or relax. We have certain pools where our Star Friends invite our guests to participate in different activities but we also have private pools where you can escape to feel relaxed and comfortable. Our property is thankfully very large and this allows for the coexistence of different atmospheres. Please rest assured though, that this will be looked into.

In regard to your comment about our beds, we are happy to inform you that attending to our guests’ comments we are slowly replacing our mattresses for softer ones that include a pillow top.

We hope to have the opportunity to host you again in the future in order to restore your confidence in our brand and change your recent impressions for more favorable ones.

Best regards,
Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chicago, Illinois
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 14 August 2014

I actually saw a plaque on a wall from TripAdvisor that Playa Paraiso won their 2012 and 2013 Best Resort Award---they are correct . We had a fantastic first trip to Cancun. The food was great, the variety was amazing. An amazing pool, a short walk to the beach, peacocks and coatis on the resort, lots of free activities for kids and adults, shopping district, and a small nightclub. Get to the pool early to get a good chair. I do not speak Spanish but everyone's English on site was great. We'd recommend this resort to any and all our friends and go back in a heartbeat.

  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
3 Thank Anonymous733333
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monroe Township, Middlesex County, New Jersey
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 14 August 2014

We just arrived home last night from a week's vacation. I would like to start by saying that the property is amazing. It truly feels like you are in paradise. The grounds are well maintained and there are many exotic animals roaming around. There are four separate resorts and a beautiful outdoor shopping center confined within the walls of this huge and very tropical property. A lot of thought and attention went into the design of the buildings and the decor throughout.

Pools
If you are staying at the Paraiso Maya, you have access to utilize two of the other resorts (Lindo and del Mar) which are relatively close. There is a huge free form pool between the Maya and Lindo which is beautiful and then another beautiful free form pool at the del Mar. There is also a wave pool at the Maya which we really didn't see working while we were there and a lazy river. (note: they do not supply tubes or other floating devices so you can bring your own or buy them from various shops on the property.) There are also other smaller pools scattered around the property. There are several playgrounds with water slides and other climbing devices set into shallow pools for younger children. This is definitely a family oriented resort.

We spent most of the time at the Maya pool. They had water aerobics twice a day and usually one sporty type competition in the main pool near the swim up bar which occurred later in the day. My family felt that they could have added a few more activities in the main pool during the day because it did get boring at times. I know there was water polo in another pool at least once a day as well as beach volley ball. (Note: People do reserve chairs by the pool. My suggestion is if you want to be by the main section of the pool, keep your towels from the day before and go out early (before 7:00 a.m.) to reserve seats.

The beach
The beach was very nice. There were lots of lounge chairs and umbrellas. A small buffet daily with basically the same foods on it. There is a bar and a cocktail waitress working on the beach. There are lots of water activities some included and some for purchase. My one complaint was in certain areas in the water there were big rocks you couldn't see but would find when you hurt yourself stepping on or kicking them and there was lots of seaweed which the employees worked hard to clean up once it was washed up onto the shore. If you moved out far enough, you avoided all that.

The food
This is our second time staying at the Paraiso Maya. We came like 5 or 6 years ago. If I recall correctly, I believe we liked the food a lot better the first time. The buffets were fair. We did find certain dishes on the buffets that were very good. While there was a lot to choose from, they did not vary the buffets too much from day to day. My daughter is a vegetarian and while there was a good selection of dishes for vegetarians, they do not put out enough serving utensils and therefore people were using the same utensils between meat and vegetable dishes. For some vegetarians that might not be a problem, but it was a big issue for my daughter and she would barely eat anything. Of the specialty restaurants, we liked the steak house and the japanese restaurants best. You need to make reservations ahead of time for certain restaurants and if you want a certain time frame, try to make the reservations in advance the first day you arrive, otherwise you might get a very early time slot or very late.

The rooms
We are a family of four and we came with two teenagers 16 and 18. We had a great set up. We had two adjoining suites. We had a king size bed and my kids had two full size beds. We had two bathrooms to share which helps a lot when everyone comes back to get ready for dinner. The suites were roomy, well air-conditioned with two ceiling fans in each room. We had plenty of closet space and lots of water bottles with two refrigerators. The last time we came the kids were younger and we shared one room which worked out fine at that time. We did have some issues with the power going out in the rooms but it was resolved quickly. The beds were a little on the hard side, but that didn't bother me or the kids as much as it did my husband. Our rooms were located in the buildings next to the main lobby. It was a little hike to the pool and beach, but I didn't mind the exercise.

The service
The employees that work on the resort are absolutely wonderful. They were all very friendly and made a point of saying hello every time. No matter what they were in the middle of doing, most of them would stop and greet you with a friendly smile. If you needed anything for the room, the front desk was very accommodating any time of the day you called. We thought the resort was a little understaffed because the service in the restaurants wasn't always up to par. There were very few wait staff trying to take care of too many tables at once and therefore sometimes would forget to bring something you requested. I was able to deal with that because the staff was so pleasant and it was easy to understand they were spread to thin.

The nightly entertainment was good enough. Not the best but by far not the worst. I think I was just too drained from being in the sun all day and couldn't appreciate the shows because I was very tired.

They do have a gym on the property. It was descent. The equipment is a little dated but sufficient. They had some cardio equipment and lots of weights. I like to run so I would jog around the property which was quite incredible because of the scenery and then utilize the weights at the gym later on. They also have a full service spa located in the shopping center which was very nice and they do massages near the beach.

Overall, I would definitely recommend this resort. I usually don't go back to the same resort more than one time, but I remembered really liking it and I still feel the same way despite the few negative things I commented about.

Room Tip: I believe yellow buildings are centrally located between pools and main lobby where most of the rest...
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  • Stayed August 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank jgaffrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this review, 27 August 2014
Dear guest,

On behalf of the entire team here at IBEROSTAR Paraiso Maya, we would like to express our most sincere gratitude for choosing our resort for your family vacation.

Thank you very much for all the positive points you mentioned, we are happy to know that you enjoyed our beautiful facilities, our friendly staff and our marvelous Caribbean beach.

We have taken note of your comments about the gym equipment and buffet, be sure that we will analyze them with each department involved. Thank you for your feedback!

We look forward to having the opportunity of hosting you once again in the near future!

Best regards,
Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Marengo, Illinois, United States
1 review
4 of 5 bubbles Reviewed 13 August 2014

The resort was beautiful and the ability to share the connected resorts was convienent. Only had two small problems our hair dryer was broken and the tv remote was dead. However they were repaired promptly. All the staff were friendly and gracious to our lack of spanish language. The beach was wonderful. The drinks were okay. Each place made them so differently. Our adult kids loved the kayak and beach.

  • Stayed July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dkurczewski
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this review, 27 August 2014
Dear guest,

We appreciate your sharing your opinion about the great experience at our IBEROSTAR Paraiso Maya.

We are very happy to read that your stay was very pleasant and that you enjoyed our personalized service. It is also lovely to know that your children enjoyed the beauty of our beach.

At IBEROSTAR, we are committed to providing services, facilities and an ambiance that satisfy our guests’ needs and expectations, so we are thrilled that we achieved our goal with you.

We are confident that you will be returning to our beautiful resort IBEROSTAR Paraiso Maya in the future and as such, we look forward to your next visit!

Kind regards,
Quality Manager
IBEROSTAR Mexico
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 Iberostar Paraiso Maya

Property: Iberostar Paraiso Maya
Address: Carretera Chetumal - P. Juarez Km 309, Playa Paraiso, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Luxury Hotel in Playa Paraiso
#3 Green Hotel in Playa Paraiso
#4 On the Beach Hotel in Playa Paraiso
#4 Top resorts Hotel in Playa Paraiso
#5 Romantic Hotel in Playa Paraiso
#5 Family Hotel in Playa Paraiso
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Iberostar Paraiso Maya 4*
Number of rooms: 434
Official Description (provided by the hotel):
Located directly on the beautiful beach of Playa Paraiso (Mexico). All junior suites with Jacuzzi, DVD player, upgraded amenities. Exclusive dining plus dine around privileges at over 16 restaurants, 17 full service bars. ... more   less 
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Also Known As:
Iberostar Paraiso Maya Hotel Playa Paraiso
Iberostar Playa Paraiso
Iberostar Riviera Maya
Iberostar Hotel Paraiso Maya
Iberostar Maya
Iberostar Grand Paraiso

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