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“Soo amazing!!!” 5 of 5 stars
Review of Iberostar Grand Hotel Paraiso

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Iberostar Grand Hotel Paraiso
4.5 of 5 Resort (All-Inclusive)   |   Carr. Chetumal-Pto Juarez km 309, Playa Paraiso, Playa del Carmen 77710, Mexico   |  
Hotel amenities
Ranked #1 of 10 hotels in Playa Paraiso
Chicago, Illinois
1 review
13 helpful votes 13 helpful votes
“Soo amazing!!!”
5 of 5 stars Reviewed July 17, 2013

Just got back from my first visit to the Iberostar Grand, and it was hard to leave. I booked a long weekend at the Iberostar Grand with my sister in the hopes that we would have a fun, relaxing trip, and the Iberostar turned out to be the perfect choice. The hotel and grounds are beautiful, and very clean. Our room was very nice, and it was kept immaculate. The "all-inclusive" price includes a minibar, which is kept fully stocked, including water bottles. The food was amazing, and the drinks are great as well. We tried a couple of the "restaurants" for dinner, but the buffet was by far the best because of the variety. The service was wonderful. Everyone was so friendly, staff and guests included. We were a bit surprised by how friendly and happy everyone seemed--but it's probably hard not to be happy while in paradise. I was truly impressed by this resort. I have never stayed in another hotel where the staff made such an effort to make sure that everyone was enjoying their stay. I would recommend the Iberostar Grand Playa Paraiso to anyone looking for a relaxing beach vacation.

  • Stayed July 2013, traveled with friends
    • 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 13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 22, 2013
Dear guest,

Thank you for your delightful review. We are happy to hear that you enjoyed your recent stay with us to the fullest.

All your kind comments about our staff, the nice room, the food, as well as the quality of our service are greatly appreciated and they motivate us to keep working hard to satisfy all our guests.

We look forward to the opportunity of welcoming you back soon and trust you will not hesitate to return.

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.
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Rating summary
  • Sleep Quality
    5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
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Aberdeen, United Kingdom
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed July 17, 2013

Wow, what an amazing resort! great friendly service. Amazing property, clean and well kept. The staff were amazing and the service with faultless. I have no negatives everything was truly wonderful and everyone pulled out the stops to make this a truly memorable vacation. The food was absolutely fabulous High quality food in abundance at the buffet restaurant. I was truly amazed at the choice especially at lunchtime. I did try to be disciplined with portion control but it is very difficult when it is all so lovely. However, an hour in the gym made me feel as though I had earned it!! The specialised restaurants were truly amazing and we felt as though we were dining out every evening. Thank you to all the staff who made our holiday such a wonderful experience. We are sold on Iberostar Grand hotels so will be booking again next year. Many thanks and keep doing what you are doing as it works very well. We reluctantly left the resort but are two very relaxed people.

  • Stayed July 2013, traveled with friends
    • 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 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 22, 2013
Dear Guest,

First of all, thank you for writing your review on Trip Advisor in relation to your recent vacation. Your feedback made us feel that we accomplished our main purpose of making you feel satisfied and relaxed.

We appreciate your comments concerning the specialty restaurants and buffet service; we can assure you that we will use this information to continue doing everything possible to create an enjoyable experience for our guests.

It will be an honor to welcome you once again in the near future.

Regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Schuylkill Haven, Pennsylvania, United States
Senior Reviewer
8 reviews 8 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
16 helpful votes 16 helpful votes
3 of 5 stars Reviewed July 14, 2013

After a horrendous flight out of Philly we arrived (5 hours late!) at the beautiful Iberostar Grand Paraiso Hotel. We were greeted by a gentleman who had cool towels on his serving tray for us to freshen up with while we were led to the lobby check in area where we were given our choice of champagne or a tropical beverage (yum!) to enjoy while we checked in. Very nice!

We were then shown to our room (junior suite) where we immediately met our butler! He was very adorable and nice and he seemed fantastic - whatever we need just let him or any other butler know - and said they work very closely with concierge so just contact any of them any someone will be at our service. Haven't seen any butler for three days now.

After checking in and while unpacking we realized we needed about 10 more hangers. I called and requested them and was told they would be there within a 1/2 hour...they never arrived.

We decided that we would like to eat breakfast the following morning on our beautiful outdoor patio with a view of the pool and ocean but when we wandered out to see the view noticed it was full of bugs and bird poop...I talked to one of the concierge ladies about this and she said someone would be up immediately to clean it for us...but no one ever came. We put towels on the furniture the next morning and enjoyed our room service breakfast of coffee, fruit and misc. breads which worked out fairly well, minus the bird poop on the railings. The veranda was cleaned later in the day when house keeping came in for the daily tidy up. :)

Day three of our Mexican Paradise vacation and so far I am not impressed with the Iberostar Grand Hotel Paraiso. Granted, the weather has been awful for the 2 1/2 days that we have been here so far and that is very disappointing....I would not visit Mexico during the rainy season again. Other travelers have said that the weather was perfect until Friday afternoon (July 12, 2013) when we arrived. We were able to go on the beach for a few hours yesterday morning (Saturday, July 13) until about Noon when the rain chased us indoors. The beach in front of the Grand is beautiful - soft white sand, really pretty - but you can not go in the water at this local due to rocks hidden beneath the ocean's sandy floor. You can't see them but you will quickly discover (as I did - ouch!!) why no one is in the ocean in front of our hotel. You need to go either to the left or right of the hotel to a neighboring hotel's beach in order to enjoy the ocean. (Not a far walk at all.). I was very surprised by the water...it is beautiful, warm and clear but has quite a lot of sea weed which I did not expect.

Waiter/Waitress service on the beach was practically non existent. An offer of water early on which we appreciated but nothing for the next few hours. We ended up walking to a neighboring Iberostar property to their beach bar to get a cocktail when we got tired of waiting/looking for a server on the beach at the Grand property.

After lunch (buffet - kobe burger was yummy!!!) we decided to take a ride to the shopping area on the hotel grounds. A golf cart arrived to pick us up and drop us off at the shopping area. Very nice as it was not a very long walk but it was very humid and drizzling out. When we were ready to go back to the Grand we were told to just ask any shop keeper to ring up the hotel and they would send the golf cart right over to bring us back. The first three shop workers had absolutely no idea what we were talking about and just shook their heads and shrugged their shoulders while saying No. We lucked out on our fourth (or maybe fifth) try and someone did ring the hotel for a pick up for us. I don't speak Spanish, I don't know what was said, but we were told to wait outside for the golf cart and, you guessed it, after 30 mins of waiting (and being eaten up by mosquitoes!!!! - bring repellent!) we just walked back to the hotel.

Dinner at the Japanese Hibachi restaurant that evening was very good and fun! We enjoyed the companions at our table and had a great meal. After dinner we went to the bar for drinks and then headed to the "Singing Bar" with some other folks we met for some Karaoke - this was a blast! There were some amazing singers and some average singers who had great personalities and it was a great bit of fun. We came back to the room famished and ordered a Margarita Pizza. When our Plain pizza arrived, no, not what we ordered, we just had to laugh at the absurdity and did enjoy the plain pizza! Note - order two next time - it was delicious but small for two to share after a night of drinking! Btw, the drinks are excellent!

Now we have a new strategy we are going to try for the remainder of our stay - tip like crazy and see if it helps!!! It can't hurt! I'll keep you posted!

  • Stayed July 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 16, 2013
Dear Guest,

We appreciate the time you have taken out of your vacation to share your feedback with us.

All your comments are very important to us and we can assure you that measures have been taken in order to avoid the issues mentioned in your review. We apologize for the inconveniences you have experienced and for not being able to exceed your expectations so far. Our main goal is to create memorable experiences for our guests and we do hope that at the end of your stay this is reached.

Please do not hesitate to contact any member of the Management Team for anything you may need, it would be a pleasure for us to assist you.

With 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.
San Diego, California
2 reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed July 14, 2013

Love the Grand!! One of the things I remember our concierge telling us upon arriving to our hotel room was "welcome home!". We stayed here for 8 days for our honeymoon, seems like a lot of days staying in one place but we always had something to do. The resort provides a lot of activities scheduled throughout the day to keep you active heaven forbid you get tired of laying out on their beautiful beach. We did yoga on the beach, learned archery, had meringue lessons, and did water aerobics etc!

I have to say along with other reviewers that an ocean view room is a must!!!! The view is absolutely gorgeous, I woke up every morning amazed at how beautiful the beach was. Our room was always fixed by the time we came back to our room, it felt like they were cleaning 4 times a day! The rest of our staff like our concierge Gonzalez was great! They were always willing to help and always checked up when they can about how our stay was going! Staff leading the activities such as Jenny, Marco, and Abraham were great! Always soo friendly while running into them and inviting us to join the activities going on.

As for the food and beverages, it was great! I had lobster pretty much every single day and can't count the amount of mojitos and bahama mamas I had. Their drink selection is definitely on point with an array of different types of liquor to choose from! As for their selection of dinner options was great, our favorite was Haiku, the japanese restaurant. We sent an email the day before our arrival about reserving and were quick to repond and ask us what times and restaurant we wanted for what days. We never got a response back but on our arrival we got tickets of all the dinner reservations and times we requested.

The grand was wonderful! We definitely want to go back sometime in the future. You won't regret your stay here, just make sure to bring a lot of bug spray though! Those mosquitos are not friendly!!

  • Stayed June 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
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 22, 2013
Dear guest,

Thank you for sharing your great experience from your last stay with us at Grand Paraiso on Trip Advisor.

We are happy to read that you fully enjoyed your honeymoon time here with us and that you were satisfied with the services provided by our colleagues. We are also pleased to note that you enjoyed each aspect or your room, beach and food. These are some of the many details that make the Grand Paraiso, Grand.

We are also delighted to learn that you had a great time with our butler and star friends team participating in the daily activities by the pool, yoga on the beach, archery, meringue lessons, and water aerobics. We recognize that our staff plays a valuable role in the vacational experience of our guests, but reviews like yours serve to motivate us even more.

Once again, thank you for taking the time to post your review on Trip Advisor. We look forward to welcoming you back in the near future.

Warm regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Jersey
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 4 cities Reviews in 4 cities
41 helpful votes 41 helpful votes
5 of 5 stars Reviewed July 13, 2013

We returned to the Grand July 4-11 and had a wonderful vacation. We were met at the front door by our friend Riccardo and it’s amazing how he remembers everyone.
As loyal Iberostar guests we were upgraded to an ocean front room in building 70 which was wonderful. Our travel agent Mitch from TripGuy made all of our transfer and dinner reservations and did a great job for us.

We found the food and service overall to be better than our previous visit 2 years ago. The food at the lunch and dinner buffets was amazing (we didn’t care for the dinner buffet last visit). How could you not enjoy freshly made steaks, lobster and stone crabs daily. Special thanks to Jorge at the breakfast and lunch buffet. He was excellent and always had surprises waiting for us. Olivia was great (as usual) and she will be starting her maternity leave soon.

We ate at Toni’s three times. The food and service (Amir and Manuel) were great. The Italian was ok (we’re from NJ and picky with Italian food). Our least favorite was the Gourmet where we didn’t care for the new menu (you need some additional soup and salad choices) and the food/service was not good either. One difference this year is the staff occasionally tried to upsell wines that are not part of the all inclusive. This was not a big deal but the markup was 5 to 8x retail in the US. I enjoy better wines but not for that markup. The Nicolas wines from France were good and part of the inclusive.

I can see where the chair game could be an issue. The occupancy was higher the first two days and it was very difficult to find chairs by the pool. We did find chairs on the beach but a number of them were broken or needed cushions. The occupancy was lower our last 5 days and there were plenty of chairs.

The bartenders were great as always. The drinks were inconsistent at the pool bar but the service was great. Humberto at the lobby bar was great.

The entertainment team did a great job as always and the new Beatles show was very good. I played 2 rounds of golf and the course is excellent.

We met a number of people that been to the Grand 5 to 10 times over the past two years and we can see why. We even met some old friends from our last visit. It’s hard to want to visit somewhere else when the food and service is so outstanding. We can’t wait to return in the near future.

  • Stayed July 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
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 22, 2013
Dear guest,

It is always a pleasure to know that we have exceeded our guests’ expectations with regards to the service provided by our dedicated staff and the food quality at Iberostar Grand Paraiso.

Thank you very much for taking the time to share your experience. There is no greater satisfaction, as a customer service professional, than receiving kind words from a valued guest. Rest assured that your comments have been shared with all the staff members and we are confident that each one of them is delighted to know that they contributed to the enjoyment of your stay. We also shared your comments to our Executive Chef and Food & Restaurant Managers to improve our services and ensure you enjoy every aspect of your vacations as you deserve.

We will be happy to welcome and pamper you as our commitment. Thank you again for choosing us as your home away from home and it will be our pleasure to welcome you in your next visit.

Warm regards,

Quality Manager
Iberostar Mexico
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Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed July 12, 2013 via mobile

Going for the 3rd time this August & I can't wait! Everything is perfect here. The food is amazing, far better than anything you can get at any all inclusive resort, better than what you would get at many resorts where you have to pay at restaurants. Lobster tails anytime! The resort is beautiful, the pools are spacious, there are lots of activities during the day, the Star Friends are a blast, the drinks are fresh, and do not miss the night time entertainment!

  • Stayed August 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 20, 2013
Dear guest,

We would like to thank you for your stay at Iberostar Grand Paraiso. It is very gratifying know that you enjoyed your experience with us.

It fills us with pride to read that you found the meals so good, and that you liked our entertainment activities. These features are our prime pillars because we are convinced that only through their excellence we will be able to reach complete client satisfaction.

Your review is a great source of motivation for our whole team, because it lets us know that we are doing a good job.

Last but not least, we want to thank you once more for sharing your opinion; we would be absolutely delighted to accommodate you again on your next visit.

We look forward to seeing you soon. Please feel free to contact us in case you need any assistance.

Best regards,

Quality Manager
Iberostar Mexico
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Louisville, Kentucky, USA
1 review
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed July 11, 2013

We chose the grand hotel because of our travel agent advice. We went July 5-8 for 3 nights. The resort was beautiful and very clean. Our room was very nice and clean. The pool area was clean and very nice. There were not very many visitors there. I would say 200 or less. My wife and I were both unhappy with the level of service while we were there. Since there were not many others we thought we would get exceptional service in all areas. The room service was very slow. I had asked a butler to bring a tub of ice to place some drinks in it to get cool. It took over an hour for him to bring it. When we were at the pool we thought the bar maids would cater to our needs in a quick manner since so few people were there. Everyday at the pool a bar maid came maybe 2x the entire day and I was even tipping them to assure good service. The last day we were there we were at the pool for at least 8 hours and a bar maid came over 1 time only. They tried to have pool games and exercise which was good but after dinner the entertainment was lacking at best. We thought the food would be spectacular but were disappointed with it as well. The food was average and the special restaurants were mediocre. The best was the surf and turf. Our last night we ate the buffet and had a great waitress and I tipped her $20 because she seemed to really care about our needs. The only thing my wife and I could think of was that since there was not very many guest the staff really didn't care about the guests who were there. They may have felt like the Americans won't tip since it is an all inclusive resort. Not a good way to think because as much as we liked the resort we did not feel the service was worth the cost and we won't go back or recommend it to any of our friends. Iberostar needs to get their staff excited about guests because these guest are the life blood of their business. There are too many other good options to go to in cancun. Beautiful place and water and decor BUT not the service we had expected and hoped for.

  • Stayed July 2013, traveled with family
    • 3 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
    • 2 of 5 stars Service

Review collected in partnership with Iberostar

Was this review helpful? Yes 11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, July 17, 2013
Dear Guest,

Thank you so much for choosing our property. We appreciate that you took the time to share your feedback on TripAdvisor, thereby giving us the opportunity to enhance our service quality.

We are glad to see that there are elements of the Iberostar Grand Paraiso that you quite enjoyed, however we are very concerned to read that your experience with us did not live up to our usual level of service.

We are truly sorry that you were disappointed about our culinary offer and the service provided by our staff. Please let us assure you that all our team shares the same vision of providing the best guest experience possible all year round, so your comments have already been forwarded to concerned departments in order to rectify the points that you have described.

We do hope that this incident will not deter you from visiting us in the future and that you will give us the opportunity to restore your confidence in us.

Best Regards,
Quality Manager
Iberostar Paraiso
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 Grand Hotel Paraiso

Address: Carr. Chetumal-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:
#1 Romantic Hotel in Playa Paraiso
#1 Family Hotel in Playa Paraiso
#1 Top resorts Hotel in Playa Paraiso
#1 On the Beach Hotel in Playa Paraiso
#1 Luxury Hotel in Playa Paraiso
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Iberostar Grand Hotel Paraiso 4.5*
Official Description (provided by the hotel):
Directly on the long, fine, sandy beach of Playa Paraiso in Mexico's Riviera Maya. Top 5-star luxury. Quiet and relaxing. Personal butler and concierge service. 24 hours all inclusive service. 4 a la carte restaurants. ... more   less 
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Also Known As:
Iberostar Playa Paraiso
Playa Paraiso Iberostar
Iberostar Grand Hotel Paraiso Playa Paraiso, Riviera Maya, Mexico

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