TripAdvisor Traveler Rating

Disappointed in the management and security service. On the 1st day, a guest became extremely sick and threw up in the adult pool. The guest could barely walk and kept falling down. Very dangerous to himself and other guests. I informed the bartender, a waiter and the pool restraint manager. Yet, security didn’t come for 30 min. An hour later they decided to shut down the pool. Never saw a hotel manager come to help. The restaurant manager said she reported it to her superior immediately. Very dissatisfied with the service related to this experience. I have been to many 5-star resorts in Mexico and expected a manager, security and medical staff to respond within a few minutes of a medical incident like this. The sick guest fell down multiple times and could have seriously hurt himself and others. I kept wondering what would happen if there had been a more severe medical emergency. I will share my further positive and constructive feedback about Paradisus La Perla in an updated review (4/13/2024).

My wife and I visited Paradisus La Perla recently, on what was effectively a reconnaissance mission for another trip to the same pair of resorts later this year but with a much larger family group. It was a resounding success. First and foremost, we loved the staff. Our concierge (Julie) was outstanding. She worked tirelessly throughout our stay to ensure we were happy and our needs were met. This began the moment we arrived, because we didn't have any dinner reservations for any of the several resort restaurant options on the day we arrived, and evidently reservations are more or less necessary for a smooth dining experience. So that's the first bit of advice: reach out to the resort prior to your stay to set up reservations, unless you are content with the buffet. (The buffet was quite nice, but we prefer a restaurant experience.) We booked a Reserve package, and our Reserve pool bar staff were likewise amazing. Jonny, Manny, and Alfredo in particular made an outstanding trio, keeping us 'hydrated' throughout our stay. In fact, the bar staff learned our preferred drinks and ensured that the rarer elements were brought over specifically to accommodate us (nothing crazy, but we enjoyed the Dos Equis Indio beer, which they stocked specially for us). The room was wonderful. We had a swim-up suite, and it was very nicely appointed. Cleaning/hospitality staff were quick to recognize how many pillows we each preferred on our respective sides of the bed, and turn-down service provided a lovely card with information about Mexico and the Yucatan peninsula in particular. The restaurants were excellent. We ate at every restaurant, I think, but we were surprised that we enjoyed the 'healthy' restaurant's menu as much as we did. Our package included a meal at Sal Steakhouse, and that, too, was wonderful (we paid extra for premium cuts). We particularly enjoyed breakfast at La Palapa, which was a very quaint outdoor (covered) patio restaurant with various standard breakfast options. My only 'complaint' was that I had to ask for a spicier salsa, but this was happily and quickly provided -- and now I must learn where to buy it or how to make it, because the two varieties (a pesto-like habanero and olive oil paste, and an emulsified aioli-like habanero salsa) were absolutely delicious. One important note regarding restaurants: all of them were very allergy-conscious. (This is something we have come to expect from these sorts of resorts, actually, and Paradisus did not disappoint.) We attended an excursion to a cenote (a water-filled cave, basically, with deep cultural significance), and that, too, was amazing. All told, we highly recommend Paradisus, and we will indeed be attending there again, but this time with a large extended family of (hopefully) over 30 people (there are a few stragglers who haven't yet booked). While we stayed on the adult side mostly, we did scout the family side a little, and it looks very fun for all ages. I am quite certain that my young nieces and nephews will enjoy themselves thoroughly at the pirate ship or the water park. A brief word on the beach: it is swimmable and quite nice, but as with everywhere in the Caribbean, sargassum levels are insanely high. Like most resorts, Paradisus handles the sargassum daily (nightly, actually), but over the course of the day the water becomes a little milky from the pulverized weed. It is still swimmable and pleasant, and this is something that you will find at every resort, but if you were hoping for crystal clear waters right on the beach, you won't get it. That said, a snorkel tour will find you in perfectly clear or turquoise water just a little bit off shore. --------------------------- See you again soon, Paradisus.

We arrived just before noon on March 21/24 and had to wait a few hours for our room which was expected. They let us change in a room which was set up for this or late check outs off the main lobby. We upgraded at check in to The Reserve as we regretted not doing it when booking and we hate not having full access to all the resort has to offer. Luckily the resort was not too busy or they may not have accommodated this request. Thank goodness we did! The main pool was not our vibe. When they say the music is loud they are not kidding! Way too loud. Definitely a party vibe with late 20's and 30 somethings I'd say. We wanted relaxation and the reserve pool and beach area were more out taste with excellent beach service and better drinks;) I wish I could remember our awesome servers names. We hung out at the beach most of the time as Bali Beds are offered to all guests at no extra charge. Some are reserved but with a $5 magically they become available. Beach had some seaweed issues on some days but most days were gorgeous. Our room was roomy and bed very comfortable. The food was very good. I'd say top 3 out of all resorts we've ever been to. Wine was not too bad either for an all-inclusive. Definitely worth paying extra to have breakfast or lunch each day at the a la carte Reserve restaurant. We really enjoyed Flora, Sal Steakhouse and Capella's (Pizza is delicious). Fuego is overrated-our least favorite. We ate at the Mexican for lunch one day and it was good too. Our concierge Fabian Gonzalez was excellent at making our dinner reservations and changing them one day to suit our schedule better. He kept us well informed about the daily schedules and checked in via WhatsApp often. He also set up an excursion to a Cenote which is offered to Reserve guests for free. I don't usually like resorts that require reservations however with a concierge you don't have to worry so much about possibly not getting into a restaurant. Also, maybe because it wasn't busy but I think they need to do a better job at enforcing to non-reserve guests that they can't sit in certain designated areas on the beach (in the Bali beds) or get drinks from The Reserve Lobby bar. We saw so many people going there for drinks and The Reserve Beach Bar. Even with different colored wrist bands it still wasn't enforced. Makes you wonder why you paid to upgrade??? I can't believe people have the gall tbh - I'd be embarrassed! Another negative is the Coati and Raccoons are all over the place. They don't bother you if you don't have food, but it's a little unnerving at first. The resort was very nice and lush but I could see it was ever so slightly worn - some paint needed here and there and some missing mosaic tiles in pool. But I'm picky and other people might not even notice. All in all it is very nice and the common area shared by the family side (more their lobby) is very nice with the Koi pools and paths. I would most certainly recommend this resort to my friends but only if they got The Reserve package - so glad we did!!!

We had a fantastic 9 nights and would have stayed longer if we could have. We had a few issues with our room but it is how they overcome the issues that count. We had the Reserve and the Reserve reception was closed when we arrived so had to check in using the normal reception, this was okay. We were shown to our room, Junior Suite. First impressions were really good, large, well decorated with a seprate toilet and shower but open bath and sinks. We also had a view over the reserve pool. Our issues started with the room later that evening with very poor drainage in the shower, eventually, standing in undrained water. The sinks did not drain well and were filling up with no plug in place. Worse of all the toilet was blocked and useable during the night. We received our whatsapp message the next morning from our Reserve Concierge and asked to meet with them, explained the issues and immediately we were offered a new room which was a Master Suite. Wow, these rooms are impressive, this time we were on the top floor with some sea views. Julie was our concierge for the Reserve and she was faultless all the way through our 10 days there. Communication was excellent and checking in that we were all okay. Thank you Julie. Resort - this place is huge and split into two, adult only and family friendly. The adult only then has a separate area just for the Resreve guests. This included a reserve pool with swim up bar, dedicated Reserve area on the beach with cabana's and loungers, La Palapa (now Sante) for Reserve guests for breakfast and lunch. Finally, there is the Resrve lounge for drinks and snacks during the day. Henan, who ran the evening shift was a delight. The main adult pool had music every day from 12-5pm, however, the volume the music is played at just a bit too loud and you could hear the booming bass from the beach. 90 db is probably just a bit too high. Just down from the main pool is a quiet area where there are cabana's and loungers and you use the pool that is adjoined to the swim up rooms. This is a very relaxing space until you get some guests who clearly cannot read the sign that like to shout as they walk through. Beach is great, seaweed cleaned every morning. Cabanas and loungers and drink service. We spent a few days on the beach. Caution, if you want to go into the sea there are rocks in front of the Resrve area. A sandy pah into the sea is much further down near the family area and the water sports. All the restaurants and main bars are in a complex that separates the adult and family part. The adult side has sports bar, south bar, buffet restaurant, sal steak cave, lemon fish, tepanyaki plus a coffee bar. Move round to the family side there is the buffet, blue agavae, flora, capella and ciro, plus the north bar and coffee bar (open 24 hours). On this side, there is an ice cream parlour. Food - the best we have had on our extensive travels. All the restaurants we tried, we came away really impressed. Except for the buffet, all are wiater service and portion controlled - which is great for the waist size. We had breakfast in La Palapa the first couple of mornings but then moved to the buffett for the rest of the time as we enjoyed the variety better in there than choosing off a menu - just a personal choice - nothing wrong with the food. The adult only pool has farenhiet which does snak food from 11am through to 4pm. Drinks - at the bars there are top shelf brands including Tequilla. In the Reserve lounge, even better drinks are available. resreve lounge shuts at 10 or 11 ish in the evening. Sports bar is the last one open in the main complex. Reserve - as mentioned there are dedicsted areas. They also provide an excursion free of charge to a cenote. Well worth doing and you get picked up at 2pm and come back around 6pm. The great thing about this is that it is just the small group from the hotel there, so it is not overcowded at all. You start with a bit of yoga and then with life vests move onto a cave for a swim and photos. After this the cenote where you can just swim or choose to zip wire or jump into the water. Great fun and photo package is around $42. Staff - on a whole great all round. As mentioned, Julie, concierge was great. Henan, Reserve lounge evening host also great. The two host ladies at the buffett restaurant were full of energy in the morning. As I said on a whole good all round but there where some that struggled to smile. We also used a company, who are based on both sides of the resort to book a trip to Tulum ruins, this was a half day with a 7.45am start and back by 1ish. Cost $99 each but well worth it. Small group of 8, very attentive guide and a must do. They also do other tours. The nature is amazing, with bird song, lizards, racoons and coati's all available to see and alisten too. The coati's can be a bit nosey at what is in your bag, so just keep it in eye sight. Don't be larmed by the Police prescence on the beach. There are daily patrols of Police on buggys or what looked like military walking up and down with rifles in groups. Did not worry us. Overall a great stay, we spent most of our days in the quiet area or on the beach. Food impressive all round. So, there's no reason not to book!akal

LOVED THE PLACE. Very nice installations and open spaces. The only thing that was missing for me was the cleaning at common places and there was a weird smell. On the other hand the yoga class with Elena was the best, first time practicing vinyasa and I was amazed. Coming back!