Paradisus Playa del Carmen

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 11553 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    NEVER STAY HERE

    Reviewed by MEATJIM() on Oct 19, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    READ THIS BEFORE BOOKING. If I could I would give this place a -10. I booked the Paradisus in Cancun for our 30th Wedding Anniversary and even after contacting them via email to see if there was any damage from the hurricane, I was told to rest assured, all is well and our trip will be great. Upon arrival, we were told we would have to be moved to Paradisus Playa Del Carmen due to hurricane damage. WTH??? Now I'm thinking they just lied to us as to not lose the money or the tourism. We were livid but already being there, what could be do. We decided to make the best of it. Well not only is the other hotel NOT A 5 STAR, the management is lacking in customer service and if this is the way they treat tourist, save your money and go to Puerto Vallarta, MX. We were put in the RESERVE area of the hotel which did no good. Our concierge Omar was there to assist us in anything we needed, put as soon as we attended the timeshare type presentation, and we decided not to buy (THANK GOD!), he was no where to be found..HMMM...The few restaurants that were open were very bland tasting. We got better food by the pool. The pool is a nightmare too. They have these animals running around that look like a cross between a raccoon and a monkey. While in the pool, our waiter came running up to me that one of the animals stole my bag. Well our pool attendant David was very concerned and tried to find my bag but couldn't. When I reported this to guest services/security, they said we take our chances leaving things out and refused to replace my bag or the contents in it, even after we told them they are liable since it was the animal on the premises that stole it, not a guest. I fully understand the risk I take, but not from the animals they know are there and do nothing to get rid of. Never were were given any notice that these animals are so aggressive and to not leave our things unattended. I have never in my 40 years of traveling, encountered such poor customer service. They didn't even apologize or even offer a free massage or anything. The attitude was simple, 'Too bad, so sad". Then the poop from these animals was all around the pool area and no one seemed to care. Even Puerto Vallarta resorts have hawks to run off all of the birds so they don't poop everywhere. The wait staff and pool and beach attendants were GREAT and went out of their way to provide great customer service. Management should take a lesson from them. The day before we left, we went to confirm our transportation back to the airport but were told since we were at a different hotel, (Playa Del Carmen being an hour away from Cancun) we would have to pay more money. We brought this up to guest services since it was their doing to move us to this other hotel. We were told they would have to verify they could do it and would get back to us. What is there to get back to us about? You moved us and the extra payment or other means of transportation should be on the hotel not us. Well Maria from Guest Services was the only one who really understood what happened and agreed that the hotel is liable but it was out of her hands. She worked all day and did call me that her shift was up and she was still waiting for an answer. I went to guest services to speak withe Tatiana and she too said, she was waiting to hear. Now it has been 6 hours. Why does it take that long to get a voucher for a shuttle? Finally I asked to speak with her manager who explained she was trying to get the shuttle service to send a voucher. Again, what takes so long? Stay on the phone until they send it, verify you received it, and give it to us. I work customer service and know how things work and they were just giving us the run around. After an hour, we finally got the voucher and could not get out of that hotel fast enough. PLEASE PLEASE PLEASE, save your money and do not stay at this hotel. It was a nightmare.

    Individual ratings:

    Location

    Location-1

    Rooms

    Rooms-1

    Service

    Service-5

    Amazing service and hospitality from staff

    Reviewed by Scenic552992() on Oct 19, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The service was outstanding, our check in was at the Reserve with Kevin was delightful and we did feel the difference and the Vip touch added to our stay. The food very good and many options to order from, thank you Bertha from the restaurant adults onny for the special service! The concierge staff was more thank friendly and professional. We will definetly come back to the Paradisus at the Reserve.

    Great resort!!

    Reviewed by alongeh() on Oct 18, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I will always hold México near to our hearts we were married here May of 2019. This our second time coming to this resort and we absolutely love it here!! If you eat at Lapalapa ask to Renaut he’s given us excellent service on both of our visits!!

    Not the best

    Reviewed by Wash28() on Oct 17, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Not sure where to start w this place. First let me start by saying this is not a 4.5 star, more life a 3 or maybe 3.5 when its not raining. Overall look of this place needs some updating. The people here are friendly but the service here is def not 4.5. Not an all inclusive hotel unless you choose The Reserve. Seems like every cabana or any seafood is only given if you upgrade. There were ants in one of rooms and just small things here and there that a 4.5 star resort should not have. Broken things here and there, white couch that looked dirty. Worst part was when hurricane Delta came, of course this is not their fault. But, this is how is went down for us. Went to breakfast on that beautiful morning at around 9:30, went to straight to beach after, and then straight to pool after. People were around, not as many, but you workers were starting to p/u chairs and tables, but we just thought they were taking precaution before the storm that we did not know was heading our way because the news their does not exist. Not until 12:30 someone who also was at pool said, hey do ya'll know that we have to evacuate!We were like no, so we quickly get out the pool and go to our room where they kindly put a paper on the floor, so you see it when ever you see it. Saying that you either can go to a shelter with no a/c limited food and whatnot and you can not take your luggage. OR go 4 hours out to Merida. We had to leave the next day so I wasn't going to leave any of our things behind, we chose to go to Merida. Get to the front and they ask if I reserved a spot to go to Merida!! Really, I have to reserve a spot for a Mandatory Evacuation that we paid to stay at this resort(which they said we were getting refunded and still haven't heard anything or received anything back). So after plenty of people complained they get another bus to go to Merida. He bus driver literally dropped us of anywhere, no specific location and we had to scramble and figure out where the hell to stay at 10:00pm in a city we are not familiar with ! After paying an arm and a leg for taxis,bus rides and hotels, and food for 2 extra days. I felt like the way they handled the situation was horrible. I heard of other resorts that paid for their guest to stay at a hotel or resort that was safer near by. Not just kick you out without a word being said!. Never will go back here. Iberostar and Xcaret are hands down the best places as of yet.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-2

    Value

    Value-2

    Go somewhere else

    Reviewed by Gabriel2f(Farmington Hills, Michigan) on Oct 08, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    The overall appearance is good. Room a/c good Quiet to sleep Cleanliness not bad. Waterpark is bran news, small but perfect conditions. My daughter is 8 she had a blast. The infrastructure needs small repairs. Kids pool had a group smoking and drinking, no adm what so ever. Because of tons of vegetation you can’t see the beach witch gives a sensation that you could be anywhere else. The beach is public and the surroundings are poor/horrible so the beach has some weird visitors. The water is not as nice as it looks on the pictures. You can’t walk out the hotel, everything os faraway and as I mention the surroundings are ???? so need a 400 pesos cab to go to downtown. Most of the meals are in open areas and due to hot weather you don’t feel eating. Bottom line - I didn’t enjoy my time there. I’d never go back to this hotel.