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“In a word . . . Exceptional” 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)   |   Carretera Chetumal - P. Juarez Km 309, Playa Paraiso, Playa del Carmen 77710, Mexico   |  
Hotel amenities
Ranked #1 of 10 Hotels in Playa Paraiso
Florida
2 reviews
19 helpful votes 19 helpful votes
“In a word . . . Exceptional”
5 of 5 stars Reviewed August 2, 2013

The Grand just continues to get better with each stay. After 14 visits, you would think we would tire of the same place again and again. Who would tire of living in a palace or being treated like royalty or the magnificent beauty, opulence. personalized service and attention to guest satisfaction that can be found at IGP? Apparently, not us. From the moment of our arrival, we were greeted warmly by Christian on the bell staff. Our amigo Ricardo was off on Wednesday, but he made a point to look us up to say hello when he returned. At the front desk, Denise quickly got us checked in and we appreciate you having all our info completed from prior visits, efficiency at its best. Check out was easy as well. We were immediately greeted with a very warm welcome by Rafael Carmona, the new very personable GM and Gabriel Rodriguez, the ever gracious and friendly Executive Asst. Manager. The welcome wagon continued with the very efficient Raul Perez, Public Relations Manager, formerly the Grand's Chief Butler, who replaced Shirley, (congratulations on your promotion, it is well deserved) along with Laura Faviel also from Public Relations who both very efficiently and generously assisted us with several special arrangements prior to arrival and during our stay.

There have been so many stellar reviews about this beautiful, luxurious, palatial, property with so many fine and exquisite details, spacious and comfortable rooms, abundant and high quality food choices, awesome amenities and fabulous beach, that we wanted to focus primarily on what sets the Grand apart and makes it so special and unique from other resorts. Very simply, it is the incredible staff who work so very hard to be sure our vacation is the best it can be. With so many staff members overseeing our needs, we want to be sure we express our thanks to a few special people for the numerous extra special services and efforts provided to us before and during our stay. Rafael, Gabriel, Olivia, Raul, Laura, Francisco Reuben, Ionna, Priscilla, and the truly amazing Victor, Chief Butler. We cannot express enough how much we appreciate the very hospitable welcome and the staff's continued efforts throughout the week to make our trip so memorable.

Upon arrival in to our beautiful, top floor, center beachfront room, the best room in the house, I might add, (a huge thank you to all who made this possible), we were treated to a delicious meat, cheese and cracker spread and a fine bottle of wine and a beautiful tropical floral arrangement. Each day a new surprise would arrive; a spa treatment of our choice which was extremely generous and a gift we very much enjoyed, a delicious fruit basket, a romantic dinner on the beach with a special wine and champagne with private chef, Ezekiel and our very own fantastic waiter, Francisco. Thanks, Chef Ezekiel, for introducing yourself, the meal was superb and the service excellent. After enjoying this delicious, gourmet meal on the beach under the stars and warm tropical breeze, we arrived back to our room, and much to my husband's sheer delight, there was a large platter of chocolate covered tuxedo strawberries surrounded by a flora of white and dark chocolate - every chocoholic's dream, and so very yummy, along with a bottle of champagne! He was beside himself with glee; thanks for remembering his favorite treat. Another day, another fruit platter was delivered with the most delicious juicy, sweet, blackberries, strawberries and other succulent fruit. We were also graciously provided a late check out to accommodate our early evening flight. Another night we were greeted by a bed of roses, and I was half expecting Bon Jovi to show up :) and why not, we have met Antonio Banderas here, as well as the Dallas Cowboy cheerleaders. The number three seeded tennis player in the world, David Ferrer, was here last year and will be coming again soon. I am a tennis fanatic and am sorry we will miss the chance of being here to watch this very talented player.

On our second night here while arriving at the Italian restaurant, we ran into Gabriel, the Executive Assistant Manager, who stopped to chat. It was really nice seeing the managers out and about daily on property mingling with guests; this is a nice addition since Gabriel's arrival last year and it expresses their concern and sincerity in making sure the guests are happy and determining if there is anything they can do to further enhance your stay. He was accompanied by Francesco Rubin, the F & B Manager who was so kind and a really genuinely nice guy, and we ended up seeing "Frankie" and Gabriel quite a bit the rest of the week. Of course, a very fine bottle of wine showed up on our table at the Italian restaurant-so thank you so very much for thinking of us as we thoroughly enjoyed it! Frankie took his job to the next level and actually played tennis with me one morning before he had to begin work, now that is superior guest service! We wish you the best of luck in your Cuban endeavors and it was a genuine pleasure to meet you! Incidentally, Spain breeds great tennis players, there must be something in the water over there . . .Rafa, David Ferrer, Fernando Verdasco, and Feliciano Lopez - Frankie, you fit right in with these super stars! You were a good sport to play with me, and although I did not win, at least I did not get bageled and I enjoyed my prize of coconut ice cream! Thank you for making that happen :) I hope that you will get the opportunity to hit with Ferrer, as that would surely be on any tennis players' bucket list as well as a once in a lifetime dream.

The weather all 9 days was absolutely perfect, hot with total sunshine and it rained for only 10 minutes on the day we left and the sun was right back out. We love going in July because the water is quite warm and we have always experienced great weather on every July trip. The water seems to be a little calmer too, which I love. The water was so clear and the most beautiful shades of blue green.

The Grand offers the best of everything we could personally want on a vacation starting with a beautiful beach front room that must be experienced, as the open air building with breezeway provides a tropical ambience without that hotel hallway feel. Although the main building is spectacular too with extra wide corridors and frescoes on the ceilings and marble floors that are kept meticulously polished and are so shiny, you can see your reflection. The rooms are spacious, clean and always well maintained with no mustiness. The bed is extremely comfortable and when coupled with down pillows, or other pillows of your choice, you will sleep quite well. Our room was always cleaned when we returned from tennis and breakfast in the morning and we had turn down service every night regardless of how late we left for dinner. Our mini-fridge was stocked as requested every day. The property itself is majestic and elegant without the stuffy, formal feel of other high end resorts. We would prefer to stay at the Grand over a Ritz property any day, hands down! There are so many finer details everywhere and we continue to discover new things on each trip. The amount of work that went into the flooring and ceilings alone is pretty spectacular and the rest rooms are all unique. We enjoy all the restaurants including the expansive dinner buffets and were happy to see some great additions to both the Italian and Gourmet restaurant menus. I think they need to come up with a name other than buffet, though. In the US, the word buffet has a bit of a negative connotation, but the quality, variety and presentation is pretty impressive and FAR from negative.

The staff is incredible and cannot do enough for you. They are the most gracious and sincerest people and really appreciate that we continue to come back and refer our friends and family. At some other resorts the staff is trained to say "my pleasure" and to us it often comes across as robotic sounding, and it feels like they are saying it because they are trained to say it, but the Grand's staff is completely genuine and heartfelt in their desire to satisfy. Having worked in group sales in the hospitality industry, I have an understanding of operations and this property, especially given its expansive size and intricacies, is run extremely well and the staff understands the importance of prompt, efficient and friendly service.

The service has just gotten better starting with our very friendly and helpful butlers, Carlos, Julio and Fernando. There were other butlers, but sorry, did not get everyone's name, but all were great and always around to greet us and ask if we needed anything. Our glasses never went empty in any venue and plates were removed quickly and with smiling faces. The staff are all eager to chat and are very efficient. Irma in the buffet was super and one day went above and beyond to bring me a lobster tail when I inquired what they were grilling outside at the beachfront lunch buffet, La Brisa. Other notable staffers include Israel in the Japanese, Jorge in the buffet was attentive, Angelo and Merano as well as Victor in the Italian restaurant who also served us at breakfast provided superior service and were just so nice. There is a terrific tennis pro named Peter at the Maya and there are complimentary clinics six days per week which are a ton of fun and a great way to meet other players.

The Star Singers and Star Band are very talented, don’t miss The Rock Show. Our other favorites are Boogie Nights, the new Beatles show, Las Vegas and the pool party on Wednesday evening is also fun.

The Star Friends are out in full force making sure everyone is having a good time. Thanks to Eder, Eduardo, Jonathan, Andy, Abraham and Christine for taking the time to chat with us every day. I will always remember Abraham and Eduardo at karaoke singing Livin' on a Prayer”, and "I'm sexy and I Know It", lots of energy, laughs and very entertaining to watch. Eder, we love your nickname for us, "Charlie's Angels, thanks, so very clever and apropos! Thanks to Adriana, Laura and Ana, our building 70 concierge staff, for your assistance. Please know that you are all such a big help and very much appreciated. Kudos to the ever smiling Reyes who worked his tail off bringing water and drinks through the sand in very hot weather; maybe Reyes could be allowed to wear shorts like the guys hand raking the beach. Leaving was very hard, but of course, our main man, Victor was there for a sad goodbye as well as the GM, Rafael Carmona, which was sincerely appreciated.

Special regards sent to Olivia who left on maternity leave this week. Thanks for being such a wonderful person and friend. We miss you and your terrific cooking skills. Olivia ALWAYS remembers from visit to visit exactly what kind of eggs and omelet’s we like, that's quite a memory. God bless you and your family and your new little boy. An extra big thank you to our very special amigo, Victor, who was recently promoted to Chief Butler and no one, is more deserving or does it better. Victor is a shining star and one of the nicest, most caring and sincerest people you will ever have the pleasure of meeting. He is always checking in with us and knows everything about our stay and makes sure all is always well in our world. He is such a caring and giving person. He is perfection personified and we are proud to call him friend and he is more like family to us. Victor has the best attitude and knows and does what it takes to keep the guests happy. The Grand is so lucky to have staff of this caliber as they are the heart and soul of the resort.

The staff continues to strive for excellence and they are always looking for ways to please. The entire staff appreciates our loyalty and they understand the importance of exceptional service. Again, this is a big part of what sets the Grand apart from other resorts and what keeps us coming back for more. When it comes to the Grand Paraiso, we just can't get enough. We have tried the other two Grand properties once each, but in our opinion they don't compare, and we can't stress enough that this is due to the awesome staff. We are Grand junkies and we are already busily planning our December anniversary trip, next May with our sons who love it as much as we do and back again in July.

Whatever marketing specialist came up with the name, The Grand, hit the nail on the head. We foresee a very well deserved "Five Diamond" award coming soon!

Oh, and lastly, a huge and very welcome addition, the Grand now has Wi-Fi, EVERYWHERE, yippee. I have been writing this from a very comfortable bed on the magnificent beach! Thanks again for an awesome trip! I would be happy to answer any questions.

Room Tip: Beachfront in building 70 or 71 are amazing with million dollar views.
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  • 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 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, August 13, 2013
Dear Guest,

First of all we would like to thank you for the time that you have invested in sharing your experience during your stay in our hotel , and as a repetitive guest we double thank you for your loyalty and for choosing us again and again.

We hope that you had a pleasant return back home. Your repeat visits to our resort mean a lot to us as it reflects our continued dedication in meeting your expectations.

We put great emphasis on providing first-class accommodation, with genuine warm service and ensuring that you are treated to the finest food and beverages. Your specific mention to our facilities, restaurants, quality of food, and personalized service provided by our staff will go far way in encouraging our team. We will pass your comments on to the management and staff mentioned, as they will be thrilled to read your words. It is very rewarding to see that such special guests left the hotel so happy.

We look forward to welcoming you “back home” where your Mexican family awaits you.

Best 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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  • Sleep Quality
    5 of 5 stars
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  • Rooms
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chicago, illinois
Senior Contributor
24 reviews 24 reviews
19 hotel reviews
Reviews in 11 cities Reviews in 11 cities
119 helpful votes 119 helpful votes
5 of 5 stars Reviewed August 1, 2013

We just returned from the Grand for our 5th time and once again the staff exceeded our expectations. We have been to the Secrets Maroma, Silversands, El Dorado Maroma, etc and no one can match the service and friendliness you receive at the Iberostar Grand. Every employee is friendly and there is no fighting the staff to have great service. At other chains we have had issues with receiving higher end alcohols or good food, but not here. Anything you want is available at all times. Recently the resort upgraded to wireless internet, which is free. As a bonus the resort is on one of the best beaches in the world. The sand is soft and white and the water is so teal it looks fake. We would absolutely recommend this resort.

Room Tip: Oceanfront rooms are worth the money.
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  • 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 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, August 13, 2013
Dear Guest,

Thank you for your kind review which you have shared with other travelers. We appreciate that you have allowed us the honor of serving you again.

Your evaluation is of special importance to us as you have had the opportunity to compare our property and services during your 5 visits. The fact that we continue to receive positive reviews from you is proof of our commitment to consistent and quality service. Your recommendation of our property is also encouraging for our Management and staff who ensure that your vacation is relaxing.

We look forward to hosting you again at the Iberostar Grand Paraiso: your home away from home.

Best regards,

Quality Manager
Iberostar México
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Washington DC, District of Columbia
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed August 1, 2013

Great service for the prize, the staff is amazing friendly(not for tips!!!) and the food was so great. I loved this hotel and I will defenitly come back next year. We been here 2 weeks and there was not even 1 day that I was bored.

Room Tip: all the rooms will be great
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  • Stayed July 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 6
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, August 13, 2013
Dear Guest,

Thank you for your generous review. We were happy to learn that you had an excellent vacation and that you were pleased with our service.

We are honored to have had the opportunity to serve you. Your generous words are greatly appreciated as we are certain your review will prove invaluable to other travelers.

We hope that you will return again soon so we can extend our usual warm welcome.

Best regards,

Quality Manager
Iberostar Mexico
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Houston, Texas, United States
1 review
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed July 31, 2013

Service, service, service!!! The Grand is hard to compare to any other resort in the area. We've stayed at a Karisma Azul Fives, Barcelo, and Catalonia Royal Tulum and all are within close range to the proximity of this resort. While each had unique qualities that made them special, if you need a true break from the reality of doing it all yourself, then this is the place. You don't have to do anything, they do it ALL for you.

I could repeat everything you're going to read, but I'm just going to give you some highlights.

True story. First night we arrived, (free upgrade to oceanfront view) we were in such a hurry to get to dinner that we not only forgot our key, but also what our room number was. I'm not sure we even looked to be honest because we were in such awe and excited to be there. There were a host of staff that was more than willing to help us figure out where we belonged. After driving us around in the cart and finally figuring out we were in building 70, Gonzalo, our personal butler, more than obligingly led us to our room. This happened two other times. We forgot our keys, not our room location and number and each time, he was welcoming and made it a point not to make fun of us too much!!!

The second night, he made sure my husband and I had our favorite bottle of adult beverages. Top shelf beverages, I might add.

The third night, we had a wonderful bubble bath with roses petals strewn all over the room waiting for us after dinner.

I could go on and on about Gonzalo, but wait there's more.

Thank you for making our breakfast and lunch a bright spot everyday Jorge. You are a quality person. Eduardo, you are an amazing teacher and made us feel special every night. Darwin, you make the best Mayan coffee and have the most beautiful smile. Alidia, our beautiful concierge, you were so patient and accommodating with every request. Jenny from Germany, your personality, smiles and hugs made my day and are invaluable addition to the recreation staff.

There are so many more to name, but every person we came in contact there is just quality.

The tranquility pool at the main spa was my favorite place to start my day. The main spa is at the shopping center and every staff member there deserves a shout out. Well done. I would first float on my back at the pool for about an hour while listening to Enya and other relaxing music that was played in that area. Then I would move on to the wet steam room and the four different Roman baths. Yes, I said four. (There's a dry steam room too, but I prefer wet).
There's a juice bar there and I recommend the pineapple/cucumber juice.

While the Azul Fives Spa is a much newer, more aesthetically pleasing and it also offered a larger number of treatments, The Grand is only somewhat of a letdown in those areas. It's still very nice. The Azul Fives does NOT have the Roman baths or tranquility pool. This was huge for me.

The beach in front of building 70 is amazing. Look at the photos. Very good beverage service.

We didn't spend much time at the big pool, but my husband played a game of water polo and had a blast. There are lots of activities going on. If you want something to do, you'll find it there.
We hung out at the beach reading most of the time.

The hotel photos of the room don't do it justice. We've stayed at some fancy hotels and this is right on the money. The beds are VERY comfortable compared with the other resorts in the are. They offer a "pillow menu." I believe there are 14 different choices you have. Yep. That's incredible. I fell asleep twice in the outdoor swing and on the outdoor bed. Every room has one no matter if you're oceanfront or garden view. Amazing.

The cleaning staff is amazing. Thank you Olivia. You are a sweetie!!!

Our favorite restaurant was the French gourmet. Get the fried Brie, Lobster and Mayan coffee. The Pate is excellent also. We ate there twice. The Surf and Turf was our next favorite. Get the seafood medley. The Italian was good and the Haiku was our least favorite because I think we're spoiled in our area with great Japanese hibachi and sushi, but it was still pretty good.

We ate at the buffet several times because it was convenient and very good. Breakfast, lunch and dinner leaves nothing to be desired and make sure you don't schedule dinner at a restaurant on International Cuisine night.

Azul Fives has the better restaurants, but they don't do the volume or quantity that The Grand does. So, you can't compare apples to oranges. The Grand does the best bulk I've ever had. LOL!

The shows were OK. They have some great singers and a wonderful magician. The Mexican night was fascinating with an abundance of Mayan history, which I love because I teach it. Casino night was good. The dealers are patient teachers.

The bar in the lobby is the BEST. Karaoke night is a blast. Even the cigar lounge is quite nice.We went across to the bar at the Mayan next door and it's filled with small kids. Don't go if you're looking for a kid free night. Just go to take pics. We went over to the disco because we needed to use the ATM one night. We didn't get to go inside, but it looks like mostly a late teens and 20's crowd. Not appealing to me in the least at this point. It would be nice if The Grand had their own smaller disco that was separate from their other resorts. I'm not complaining though.

If I left anything or anyone out, forgive me. Like I said, overall this is about the service. You can't go wrong here. I'm posting a few pics for you curious viewers.

By far, for the money and what you get, this is so far the best I've ever had. Till we meet again. Hasta luego.

Room Tip: Oceanfront Building 70 has the best beach and a wonderful staff. I'm sure they're all wonder...
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  • 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 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, August 9, 2013
Dear Guest,

Thank you for your kind review shared on this website. On behalf of our Management and staff we would like to say that it was a great honor to serve you.

We appreciate your kind words pertaining to our rooms, food, beverages, service, pool and Beach. It was also delightful to hear that you tried the Butler service; we will certainly pass your kind comments on to Gonzalo. We recognize that our staff plays a valuable role in the vacation experience of our guests.

We do our best to create memories that last a lifetime so we are very pleased to see that we have reached our goal.

We look forward to hosting you again at the Iberostar Grand Paraiso: your home away from home.

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.
New York City, NY
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
40 helpful votes 40 helpful votes
5 of 5 stars Reviewed July 31, 2013

I'm not exactly sure where to begin to describe the excellent service and upgrades we received during our trip, but I will try to hit on the main points.
Our trip was from July 20 -27, 2013.
We booked our vacation through www.Tripguy.com and this was the #1 best decision we made in deciding to go back to Mexico. Before I contacted Tripguy I did some pricing for the hotel and airfares. When I got the quote from Tripguy for the entire package it was about 20% cheaper than I could do on my own - and also BETTER! Mitch (our agent) was able to get us premier (business/first) class on flight only $10 more per person. (I wouldn’t even have looked at premier/first class tickets in my own searching). He also arranged for a PRIVATE round trip transfers in a Lincoln Navigator to the resort, which was much better than being crammed into a minivan with other vacationers and being delayed as you make multiple stops.
I also have to mention that I hate flying into Cancun airport. You are harassed and annoyed by dozens of agents and porters trying to score a tip by carrying your bags or booking an excursion. The only negative is that the agency was holding a sign with our names and told us to walk down a bit further to our travel agent section. When they did this she asked a porter to take our bags just to walk us 50 feet. Why? We did so well avoiding them and handled our wheeled luggage fine. There was also a bit of a wait for our transportation.
We arrived at the resort and were taken care of promptly. We arrived early on a Saturday (around 10:30am). The front desk agent asked if we were celebrating anything special and I mentioned that it was my birthday during the week. He informs us that because it’s a special occasion they are going to upgrade us to an Ocean Front suite (Building 70) from our booked Std Room. We were very happy about this! I’m not sure what made him offer us the upgrade for sure, but I am convinced that booking through a travel agent that sends many clients to their resort had more to do with the better service then the fact it was my birthday. It make sense right? As a hotel/resort wouldn’t you want to try to please the agencies that work with you on a daily basis booking trips over a one-off traveler booking on his own? We also saw many people staying in standard rooms so not everyone got this perk.
I have to say I love the beaches in the Mexico -white sands and clear waters. This beach does have some rocks in sections, but it wasn’t packed and it was easy to find a nice spot and chairs.
Our room wasn’t ready right away but they invited us to have lunch in the meantime and informed us it should be ready early (normal check in is 3pm – we got the room by noon. We also were allowed a later checkout 2:30pm). Walking through you can see the resort is well maintained and all the staff are friendly “Hola!”. After lunch we go back to the front desk and our room is ready. The front porter takes our bags and us by golf cart pointing out points of interest throughout the resort. Getting to our room is a bit of a whirlwind. After the porter leaves then the butler arrives asking if we need anything. We requested a bottle of Don Julio tequila in the room (when in Mexico…). Another staff member arrives with fresh fruit and plates. Another staff comes to check our mini bar is stocked and see if we need anything else. Everyone leaves and 15 min later a new guy is there with fulfilling our request for a full bottle of Don Julio. Wow – is this a dream? The rest of the trip was the same way with exemplary service throughout from the waiters/waitressed at the beach, pool and dinner to the Star Friends. These people want to make sure you have everything and are having a good time without a doubt.
Overall I found the food to be very good with some items being exceptionally great. Lobster at every meal – I got a chuckle at the decadence of that notion. They always had a variety of fresh fruit and my wife particularly loved the mangos (in season). They had a fresh juice bar in the spa (which hardly anyone used – I guess too busy drinking the top shelf liquor) – it would have been nice if they had leafy greens to add to the fresh made juice (kale, spinach, parsley). I guess if more people took advantage of it. Meat and seafood eaters will always find something good at every meal. My only criticism is sometimes items were over cooked. But overall this is some of the best food I had at an all-inclusive. The buffet was better than the al a carte restaurants – we even cancelled our reservation at the Italian restaurant since many of those items made an appearance at the buffet. Don’t stress getting in any of the restaurants unless you prefer sit down service for dinner.
The nightly shows were fun and imaginative especially the Rock Show and Boogie Nights, but they had a different one each night of the week. The pool party was very festive and fun.
I know the subject at tipping at all-inclusives is a bit controversial. I tipped – especially at the bars and for exceptional waiter service. Sometimes you don’t have cash on you, like at beach or pool and missed an opportunity to tip - It never affected service, but I always tried to remember the individuals that were standouts. The butler was great at check in and I tipped in advance in case we needed anything (besides the Don Julio). We called the butler line and we always wound up with one of the ladies at the concierge desk – they took care of our requests. Where were the butlers? We never really used their services and there were so many others picking up the slack.
There were some minor complaints about the room like the shower that doesn’t maintain a consistent temperature and a door lock that took a few tries, but it’s hard to complain with a free upgrade. It’s just the resort showing a bit of its age. We also had to call about the AC which was great after the 1st day, but at night the temperature creeped up a bit no matter the setting.
I booked a massage at the spa, but I found their services to be overpriced. $185 for a 60 min massage seemed high to me, but they had a special at $130. Because it was a promotion they didn’t accept my $50 credit (another perk from the travel agent btw). It was my birthday – I splurged. Go to Playa Del Carmen where you will be harassed to no end to get an inexpensive massage at 1/3 the price – not sure about that since I didn’t get one.
Many of the reviews already discuss the food and there are many sources to find specifics. A vacation is what you make of it and if you go there with unrealistic expectations then there is bound to be some disappointment. Any issues we experienced were very minor – I put them in so perhaps the hotel can improve their already excellent service. If you are thinking of coming here then DO!
My #1 piece of advice – use a travel agency (I recommend Tripguy, but I am biased by an outstanding experience!) I believe you will get better service and upgrades if available.

Room Tip: Beach front is nice - Building 70 seemed nicer than 71.
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  • 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, August 9, 2013
Dear Guest,

Thank you for taking the time to write about your recent stay with us at Iberostar Grand Paraiso.

We are very pleased to hear you really enjoyed our grounds and were impressed with the service provided by our team; we will certainly share your feedback with our staff so we may continue to enhance our offerings and service delivery at the hotel. Regarding the butler service, please let us inform you that concierge and butler work together as part of the Public Relations Department; our butlers are the ones who take personalized care of your needs through full communication with your concierge.

Concerning the Spa treatments we will give your comments to our Spa department, however we would like to clarify that promotions are not cumulative; we thank you for your understanding.

We do really appreciate your feedback it helps us improve on a daily basis.

We hope you give us the opportunity to be your hosts again the next time you are thinking on visiting the Riviera Maya.

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.
Pittsburgh, Pennsylvania, USA
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed July 31, 2013

We arrived on July 20, 2013, for our 2nd stay at this posh hotel that is all-inclusive and for "adults only". Our initial trip in July 2011 was amazing and wonderful, which was why we returned.
The service employees of this hotel are wonderful and so friendly, from the maid service, food servers, towel hut, bar tenders, butler, etc. The pools are great, one is salt water and the other is fresh water.
The disappointment came in the actual hotel grounds. The foilage is overgrown now and feels like a jungle, which of course causes "LOTS" of mosquito's, even during daylight hours. Makes the tranquility pool not so much fun since it is surrounded with grass and trees, which by the way they mow during daylight hours when you are in the pool. Grass and insects fly everywhere! Beach huts are falling down and rather than fixing them, they are taped off using caution tape. There is only a small area to enter the ocean that is not rock and there is still beds of sea grass that you have to walk thru to get into the ocean. The other resorts in this complex have clear access to the ocean without walking around rock.
Three times during the week, other people with children walked into the pool area without being stopped and wandered around without no one noticing. Remember "adults only"! We also heard others talking at dinner that they lied about their kids ages and were indeed NOT 18, but 16 and were allowed access. Is it not someone's job to verify this info? The buildings need some touchup, as the salt air has taken its toll on them.
The evening shows are OK. If you have seen them once at any Iberostar hotel, then you have seen them. Maybe need to add a little more variety.
Again, the worker bee's at this resort are just wonderful people working hard to please you and they do a fine job, but the physical resort needs some TLC.
On another note, if you booked thru Apple Vacations, and need to locate the rep, good luck! If he shows up timely and stays the entire 2 hours, or better yet shows up at all, feel lucky! We finally had to call for him, and he walked in 40 minutes late, and was less than receptive. Next time, and there will be a next time, I will not waste my time walking back and forth from the beach trying to locate this guy, rather book all trips using the locals. Much nicer to deal with and appreciate you spending money with them.

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

Review collected in partnership with Iberostar

Was this review helpful? Yes 7
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, August 9, 2013
Dear Guest,

Thank you for choosing our resort for the second time, that means a lot to us. We highly value your loyalty as a returning guest and are honored to have had the opportunity to serve you.

We are glad to know that you have spent a great time at the Grand Hotel, we recognize that our staff plays a valuable role in the vacation experience of our guests so they will be congratulated for a job well done.

On the other hand it remains in us the concern that some of your expectations were not fulfilled. We have a complete program for pest control and fumigation throughout all the hotel areas because the hotel is located in a tropical area and sometimes it is difficult to control nature. However, this will be shared with our Common Areas Director.

Concerning the beach, unfortunately we are not able for make any changes it is government property and also a protected area. However, if you walk towards the left, the rest of the beach has many rock free areas.

Regarding the children allowed over the hotel, we are very surprised as we check guests age through their identification documents (passport), handed at the time of check-in. If you see any children visiting the property please do notify any member of our staff.

All of your comments are sent to each Department Head and the Hotel Directors, so please rest assured that they are taken into account and instructions are given to staff for improvements.

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

Best Regards,

Quality Manager
Iberostar Mexico
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San Antonio, Texas
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed July 30, 2013

This Hotel is the total package. This is a beautiful Hotel with beautiful grounds. Very clean, service was wonderful, great food, 3 nice pools. Looks like a palace and you will feel like a Queen or King while you are here. It was an amazing vacation, and I would go back again. The only thing that I would suggest to the hotel, is that they may want to work on, cosmetic up keep. The hotel is getting a little older and starting to show some wear and tear, they need to fix the little things that need fixing, and continue to keep up on the maintenance of this hotel, It is still a wonderful place, but, if they don't, do this soon, it won't be as amazing and it won't be worth the price any more.

  • 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

Review collected in partnership with Iberostar

Was this review helpful? Yes 7
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, August 5, 2013
Dear Guest,

Thank you so much for your review.

No doubt will our team be motivated by your generous compliments. We appreciate the time that you have taken as well to make constructive comments, your suggestions have been duly noted and we assure you that we will take actions. We are committed to listening to our guests and be constantly trying to improve our services.

We hope to have the pleasure to welcome you again at the Grand Paraiso!

Best Regards,

Quality Manager
Iberostar Mexico
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Additional Information about Iberostar Grand Hotel Paraiso

Address: Carretera Chetumal - P. 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 Family Hotel in Playa Paraiso
#1 On the Beach Hotel in Playa Paraiso
#1 Luxury Hotel in Playa Paraiso
#1 Romantic Hotel in Playa Paraiso
#1 Top resorts Hotel in Playa Paraiso
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Iberostar Grand Hotel Paraiso 4.5*
Number of rooms: 310
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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