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“Excellent Stay” 5 of 5 stars
Review of Iberostar Paraiso Maya

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Iberostar Paraiso Maya
4.0 of 5 Resort (All-Inclusive)   |   Pto Juarez km 309, Playa Paraiso, Playa del Carmen 77710, Mexico   |  
Hotel amenities
Ranked #7 of 10 Hotels in Playa Paraiso
springfield, ma
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
“Excellent Stay”
5 of 5 stars Reviewed April 20, 2013

We stayed with 4 kids 7-13, three adults and one senior. Very nice stay. Resort is very clean, beautiful grounds, awesome beach. Lots for the kids to do. We mostly stayed on the beach the whole time as we are beach people. Always chairs, people do reserve them, but I simply move their towels- one day we moved two towels and when the people showed up 2 hours later it was very entertaining - they knew the could not say anything! The staff was excellent. It is a very large resort, but everything is a short 5-10 minute walk away, and it is a very nice walk. If you want a ride- just ask the conceirge and they will arrange it. Book your a la carte by email for the first few nights you are there- then see the conceirge and book the rest on your first day there. We had no problems getting reservations. The conceirge also had beach towels, we got our towels from her when we arrived, then every day at the end of the day we exchaged them for fresh ones so we would have them in the morning- very simple. The food was fine- breakfast was great, we really did not eat lunch except at the beach- burgers, fresh guacamole and chips, Japanese was great- all others were fine- what you would expect from all inclusive- there is plenty of variety and plenty of food- the ice cream was great!
All in all a very nice resort, fun for all ages. I would go back and reccommend to a friend.
I think people who write bad reviews need to keep in mind, you are in another country- nothing is going to be exactly the same- and you are on vacation- don't sweat the small stuff!!

  • Stayed April 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Iberostar

Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dear Friend,

Thank you for your kind feedback on our services. We are pleased to read that you had a special holiday. It was a pleasure to have been given the chance to serve you, and very encouraging reading that our service, food and various staff members had served to make your trip even more memorable.

Our main goal is to offer the best vacation experiences to our guests, thank you very much for all the positive points you mentioned.

We are thankful that you will recommend our hotel to others and are quite confident that you will be staying again at our lovely hotel!

Kind regards,
Quality Manager
Iberostar México
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,858 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (489)
Date | Rating
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  • English first
  • French first
  • German first
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  • Japanese first
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English first
New York City, New York
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed April 19, 2013

This is our second visit and we highly recommend it for families especially with young children. We had 5 young ones with us who had the time of their life. I love the size of the rooms; we had junior suites which gave us the extra space that functioned as a small living room with couch. But there is one maddening flaw and I see many guests are complaining: a byzantine process of making hotel reservations which never allows you to get the time you want. We got babysitters every night for very young children at 7:00 so we wanted a nightly dinner reservation at 8:00 to give us time to settle in the kids, and then have a drink at the lovely bar before going into the restaurant. Consistently we were told we could have 9:00 or 9:30 or 8:30. And almost every night when we would look at the restaurant at 8:00, the restaurants were at least two thirds empty? Why this madness to make everyone unhappy? Concierges are not allowed to make a reservation other than 6:30 or 8:30! And yet the restaurants are empty at 8:00. Let people do what they want. I spent more time working on reservations at the Maya than I ever do in New YOrk City! Please correct. Also baby sitting rates are exorbitant ($15-20 per hour) even by NYC standards! But in general, other than that one hassled, everyone was pleasant the the facilities were fine. Food was average, like that in most resorts, but we didn't expect more.

  • Stayed April 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dear Guest,

We are thrilled to hear you had an excellent time with your family.

With regard to our dinner service at the “a la carte” restaurants, our main goal is to offer our guests with a unique and special experience where meals are made-to-order, so we can provide freshness and quality along with a personalized service. In order to achieve this, we cannot occupy all the restaurant tables during the first seating because some of our guests take longer to enjoy dinner and part of the experience is not to rush while serving them. During the second seating we can have most of our tables occupied but as you well mentioned some of our guests prefer earlier times to have dinner so they will not miss the show or enjoy our different bars. This 2nd seating is usually the most popular and fills up first. It also happens sometimes that we get no shows at the restaurants and then of course we have tables available but we cannot re-use those tables until 15 – 20 minutes after the reservation time, when it will become a cancelation.

This is not to excuse ourselves but simply an explanation of how our system works to give our guests the best possible experience. We are working hard to make it easier and effective for all our customers. One suggestion would be to contact your concierge or butler as soon as you arrive, and schedule dinner reservations in advance for your entire stay.

We would like to assure you that we will keep on the hard work in order to offer a better service every day and make our guests feel as at home.

Kind regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed April 19, 2013

It's huge and very welcoming. All the staff was amazing especially Veronica at the El Tapio Mexican Restaurant. Every one was always smiling and really working their butt off to make us feel great.

For the first time in this decade I tried no cell, no ipad or iphone, no computer for a week. After 2 days of withdrawal syndromes it ended up to be very calming.

The food was amazing also and really don't understand those who criticize the food. Oh I know there's no caviar ;)

Scuba diving was amazing thanks to Kayla. The scuba diving sites are so close and convenient.

Some really small picky criticism that don't overshadow the greatest of our experience:

There's a hamac chair on our balcony, it's mostly there for show cause I don't know who feels comfortable sitting there.

A don't disturb sign would've been nice we didn't have one in our room

Even if I took a week off the internet, now a days wifi should be included in the room price.

Thanks to Iberostar and their staff for this trully amazing vacation.

Room Tip: rooms near the pool are a little more noisy
See more room tips
  • Stayed April 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dear Guest,

Let us begin by extending a special word of thanks for the opportunity you have given us by choosing to vacation at Iberostar Paraiso Lindo. We are also very thankful for the time you have taken to write your review online. It definitely motivates us to continue improving our service.

With respect to the “do not disturb sign”, we apologize about that; please do not hesitate to ask our Concierge or Front Desk staff about it; they will be more than happy to assist you.

With respect to the internet access, this is one of the differences between the hotels, we have 5 hotels in the complex and each one has different facilities. We offer convenient packages when getting more than one day of internet service, just to let you know in the Iberostar Paraiso Maya the Internet service in the lobby area is included. However, thank you for sharing your point of view on regards to this service, and we are happy to add that we will be introducing wifi in the rooms as well at the end of this year.

We hope that if ever returning to Mexico, you will not hesitate to visit Iberostar as we would consider it a privilege to serve you again in the future.

Sincerely,
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
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed April 18, 2013

I am so happy with the service, food, location, the condition and cleanliness of the room and all the activities. The resort is like a mini city with small shopping mall and everything. We only left the resort once to go snorkeling in Cozumel. This was our second time there and I can't wait to go back!

  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Iberostar

Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dearest Guest,

First of all, thank you so much for choosing Iberostar. Our main goal is to offer the best vacational experiences to our guests, and reading this kind of reviews make us feel extremely happy. Thank you very much for all the positive points you mentioned.

We really appreciate the time you took in writing this excellent review. We feel honored to have contributed to make your stay unforgettable.
We are already looking forward to your return trip next year.

Best regards,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Palos Heights, Illinois
Reviewer
5 reviews 5 reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed April 18, 2013

This was my first time at an all inclusive. I went as part of a large group for a 4 day weekend. It was very convenient not to have to sign for drinks and food. Food was okay but I missed not having many menu options to choose from at dinner. This place was packed with things to do from daily activities (water aerobics, archery, beach volleyball, etc) to hanging at the pool to laying at the beach which I have to say was the best parts of this resort. At night there is a Star Wars themed disco (one for adults and one for kids). A theater that has live entertainment each night. The pool has a small lazy river and wave pool which was perfect for small kids. There are alot of water sports options right on the property. Overall if you like an action packed, no worries, no hotel bills at checkout vacation then this is a great place and great value.

  • Stayed April 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dear Guest,

We would like to thank you for the opportunity you have given us by choosing Iberostar Paraiso

It is a cause of satisfaction to have contributed to making your holiday wonderful. Thank you for sharing with us and the rest of the online community your opinion of your stay at our hotel.

We look forward to seeing you again at our hotel!

Sincerely,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed April 17, 2013

Dining choices were few that were available, buffet below average, room cleaning sub par, kids running around out of control. Drinks VERY watered down. Could not get a reservation for dinner before 9pm. Stayed at the Maya where they charged me $200US to look at their hot tub and spa, which was NOT very impressive.

Room Tip: get close to the pool or beach, whatever you might enjoy.
See more room tips
  • Stayed March 2013, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dear customer,

Thank you for your review.

We are sorry we did not meet your expectations regarding our culinary offer. We have many options for our guests: 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. In addition, you can use restaurants at our sister resorts Mar & Beach.

We are sorry to hear that your experience with us did not live up to your standards. We already shared it with the departments involved in order to look for improvement and enhance the quality.

This hotel is family oriented that is why you could find many kids in our resort, however we will take in consideration your constructive comments because it is for you that we can and must improve our services.

Once again, thank you for this feedback; we really appreciate your recognition of our service. We look forward to seeing you again at our hotel.

Sincerely,

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Blackfalds, Canada
Senior Reviewer
9 reviews 9 reviews
9 hotel reviews
Reviews in 7 cities Reviews in 7 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed April 17, 2013

We are seasoned travellers, and frequent the RM Area yearly. We spent 4 years at the Grand Palladium, and 2 at the Barcelo Palace. This resort is no where near a 5 star, and I will not return. There where however some nice elements of this place which I will list below.

Check In:
Extremly organized and quick. Problably the fastest I have ever seen. We were in and out and on our way to our room's in 10 minutes. We had 2 Room's, Myself with my friend, and my parents.

Room:
Parent's room looked like it has never been properly maintained ever. Paint peeling off the walls, door's broken and just glued back together. Room was just overly dirty. Tub's in both room's had black mold in all the Jet fittings, the showers had a large gap allowing water to go all over the floor during all showers, and yes, as mentioned in previous reports, black mold almost everywhere. The King bed in my parent's room was harder than the marble floor, even after they put a matress topper on it, however the bed's in my room (We had 2 double's) where as soft as soft could be, Almost as soft as my bed at home. My room was not in as bad as shape, however there was mold in all the little corners in the bathrom.

Food:
This was a huge dissapointment. The breakfest buffet was the same old every day. I always found something I liked, as I am not a picky eater, however the same thing for 7 day's get's old, and tiring. The supper buffet was a little better, but not what you expect from a 5 star.
The specialty restaurants, what a JOKE!! Steakhouse was disgusting. I filled up on appetizers as there was lot's (Including pizza). And we had to get our own dessert from the salad bar area. Cajun was ok. The main course was good, appetizers cold, and once again had to get our own dessert. French was a joke! Nothing for french food here, and the food itself was horrible. I ordered an esspresso after dinner and it came thicker than chocolate sauce. The japanese however was the only good one, minus the dessert. It was a complete waste of our time to go to any of these restaurants.

Pool:
Pool was ok. Was a nice size however for the amount of chairs around the pool, it deffinetly get's way too crowded. Towel game is in full effect here, and unless you are up around 5am you get pretty much nothing near the pool. Such a shame since we seen 4 chairs with towel's, and no one even came to claim them until 5pm. I was tempted to swap their chair's with our's. The swim up bar was huge and nice, however only ever 2 ppl working here, and was always filled with loud drunk adult's lingering there from about 1-5. Made it extremly difficult to even get in to get a drink. And when I mean drunk people, they were standing on the bar and walking all over it. What ever happened to security?? I know we are on vacation, however be respectfull of others!! The staff at the swim up bar however were amazing, and they always remembered my drink. There was poolside service as well, and for the most part, if you tipped them here and there, they would always come back pretty quick, however sometimes they would not come around. They where great people and were deffinetly working very hard!!

Beach:
A very nice beach with crappy beach chair's. I can not complain about the beach at all as it was very well kept, and always a chair to be found.

Entertainment:
The activity staff where second to none. They where always out and about making sure people of all ages where having a good time. The show's at night where always entertaining and the staff themselves where simply outstanding.

Grounds:
The buildings and ground's of this property where stunning, and well kept. The pyramid bar was a nice place to grab a drink, the lobby's where nicely decorated, and the shopping centre was nice as well. Our building even had it's own private pool with waiter service in the afternoon!!

Staff:
The staff where simply outstanding!! They where always saying hello, and willing to bed over backwards to ensure your visit was the best it could be. The concierge in our building was very friendly and always very helpfull. A tip for all, you can get your towel's from your concierge!! On more than one occasion, our door lock would not work. Sometimes it took us standing there trying to get in for at least a minute before it would open. The concierge had MTC there in under 10 minutes to install new door locks. This however did not solve the problem. Again our safe would not work (Dead Batteries), she had MTC there in under 10 minutes again. I can not tell you enouph how amazing the staff at this place was!!

Overall:
I could right forever, however you get the basic picture. It is truly shamefull that I had to give such a nice looking resort, with awesome staff a 3 star. I had a great time, dont get me wrong, however for the price I paid to stay at a 5 star, you expect a 5 star. I should have only paid for 3 star and saved some money. Would I ever return to this resort, I can not say I never will, I would ONLY if the price was right. I have stayed at much nicer properties than this for the money I paid.

  • Stayed April 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Paraiso Maya, responded to this review, May 6, 2013
Dear Friend,

Let us begin by thanking you for choosing to vacation at our resort and for taking the time to write your comments about your stay.

We are sorry to hear that your experience with us did not live up to our usual level concerning the food and beverage quality. We already shared it with the departments involved in order to look for improvement and enhance the quality. The food variation in our buffets are part of our quality standards and under no circumstances will our Chef and our Health and Security department place the same food from previous services at any of our restaurants. We will inform our Executive Chef who is always making an effort to offer a varied and quality menu, as he is always open to hearing feedback to adapt to our clients’ needs.

Regarding our rooms, please note that their style is being done accordingly to the hotel structure and decoration is to be matched with our tropical/ jungle style. However we do believe that renovations and improvements can be done and even though they are carried out throughout the year, they are done by areas since the hotel never closes and we need to ensure that there are no inconveniences to our guests during their stay at our resort. Regarding our beds, we have, upon our guests’ request, toppers to soften and make beds more comfortable for those who find them too firm. We also have the option of leaving extra pillows and extra blankets in the rooms.

Concerning your comment about the chairs, what occasionally happens is that guests want to go back to the same area every time they go to the beach or pool. Unfortunately, this is not always possible. However, if you see that somebody occupies a sun bed for hours without even being there please inform any of our staff in the beach and they will pass on the information to the people in charge.

We really appreciate your feedback with your different point of view; these constructive comments help us in order to improve the service in our hotel.

We sincerely hope that if ever returning to Mexico, you will not hesitate to visit our resort as we would consider an honor to be able to serve you again in the near future.

Kind regards,

Quality Manager
Iberostar México
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

Address: Pto Juarez km 309, Playa Paraiso, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Playa Paraiso
#4 Luxury Hotel in Playa Paraiso
#4 Romantic Hotel in Playa Paraiso
#5 On the Beach Hotel in Playa Paraiso
#7 Top resorts Hotel in Playa Paraiso
#8 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 ofPlaya 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
Iberostar Paraiso Maya Playa Paraiso, Riviera Maya, Mexico

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