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“Disappointed” 3 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
Washington DC, District of Columbia
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
18 helpful votes 18 helpful votes
“Disappointed”
3 of 5 stars Reviewed September 9, 2013

We were disappointed every day as this resort failed to meet our expectations. This all inclusive resort only had two resturants opened each evening and they were over booked becaused they were understaffed. Everytime I tried to make a reservation I was told that the resturants were full. When we were able to get seated, the food was below average and my chair was either stained or had food left on it. Who wants to pay for an all inclusive vacation and be told that there was no room in the resturant? I would never return to any of these resturants if they were in my home town. The resturants were themed, Italian,Japanese, Gourmet, and Surf and Turf. Where was the Mexican resturant? We have traveled to 30 countries and have stayed at other resorts in this area and other areas of Mexico so I believe that we can make fair comparisons. At check in they gave us a wrist band to wear that was made by a company that makes wrist bands for hospital patients.They should have used a locally made decorative wrist bracelet that you would want to keep. I am still wearing the one from a different resort that we visited in May in the same area. Imagine that a hotel from Las Vegas without the casino, merged with a low level cruise ship and crashed ashore. This is what it felt like. They failed to change the sheets during our 6 day stay and the towels were cheap and thin. The pool/beach towels were slighty thicker but were old and some had holes in them. This is not 5 star level. When it rained, the roof leaked. One morning I counted 50 places where they set up large floor sponges to soak up the leaks. They were prepared for the leaks with sponges but not prepared to fix the leaks. Now you have water that is trapped inside so mold and mildew were so strong that it could make you ill. There were power brown outs every day. Where were the back up generators? No air conditioning, no internet etc. Thus is not what I expected from a resort that was so highly rated. The artists that preformed on the shows each evening worked very hard and were very athletic and talented. We could not go to each show because the theater air was so stale and musty that breathing was difficult. We did report this to one of the activity directors and he said that the air was clean. Not even close.The Apple representatives were polite and professional, but they don't run the resort. We booked several off site excursions through the Apple representative and they were all very good and "as advertised

  • Stayed September 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 16
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, September 14, 2013
Dear Guest,

We would like to thank you for taking the time to share your feedback through Trip Advisor. It is our aim that all our valued guests enjoy every aspect of their stay here at the Iberostar Grand Paraiso. However, we regret that we have failed you on this occasion.

We value your comments and have certainly discussed all your observations with the main Management and Department heads in order to ensure that an immediate solution concerning areas of concern will be dealt with. As far as the roof goes, the affected areas can only be repaired when the weather is dry, to ensure the repair is effective. We assure you we are on top of it, and once again send you our apologies.

Please rest assured we are taking all the necessary steps in order to remedy the situations mentioned so that in the future, none of our valued guests like you will encounter similar issues.

Thank you once again for your feedback and we look forward to the opportunity of having you once again here at the Iberostar Grand Paraiso in order for us to have the chance to demonstrate the real meaning of service that you expect from us.

Best Regards,

Quality Manager
Iberostar Mexico
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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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English first
Santiago, Region Metropolitana, Chile
2 reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed September 8, 2013

Just back from this wonderful hotel. It is off season so it was only half full and it was lovely and peaceful. We had excellent service with a beaming smiles all the way. Maybe speaking Spanish helps get along with the staff easier, however everyone was charming caring and helpful. My wife was ill during the second half of the holiday and everyone saw me on my own asked after her and asked if there was any special meals or drinks that she wanted sent to her room. Special thanks to Hugo, Maria, Alejandro, Yarinka and Ezequiel for making the mealtimes such a wonderful experience and that was just the buffet breakfasts, lunches and dinners. We went to the gourmet restaurant, not great food and very dull atmosphere, the Japanese was tasty, however the steakhouse really ticked all the boxes. We arrived 1.5 hours late for a reservation, after a late return from a tour and they let us straight in no questions asked, just "we were worried and have been waiting for you!" Will really miss all the great people thanks to Jenny and Andres from the Star Friends animation team and do try and go to the shows, all live where the dancers give there all and must change costumes at least 6 times a show. We are travellers that think the world is too large to return anywhere, however this is the sort of place that makes you wonder whether you should.

  • Stayed September 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 8
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, September 17, 2013
Dear Guest,

We would like to thank you for your nice review regarding your stay at Iberostar Grand Paraiso. It is a great pleasure to read how you enjoyed your great experience.

Thank you for mentioning the daily attentions we gave you, our team always tries to pamper our guests and do their best to take care of any detail to make your stay as unique as possible. We hope that both of you are very well.

Regarding our gourmet restaurant, thank you for your constructive review, comments like your help us to improve, and we can assure you that your opinion is being taken in consideration.

We really hope to have the opportunity to welcome you again at our hotel.

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.
1 review
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed September 8, 2013 via mobile

We visited from 11th August for 10 nights as a returning couple from last year. We were in the same block 71 as the previous year which over looks the tranquility pool, great view and so peaceful.
The food was amazing and we went to all the restaurants the surf and turf was our favourite. The buffet is so good with different foods everyday, the staff work so hard to make your stay so special.
The star friends work so hard and long hours but always take the time to talk to you and always remembered our names and recognised us from last year! The shows are fantastic too.

It's a great hotel and we loved our stayed just as much as last year.
It did rain for 2 days and the ceiling was leaking the roof needs some repair as the carpet was getting wet and smelt quite damp in places. They did put down pieces of carpet to soak up the water but it didn't look that good throughout the hotel.
As it was an adults only hotel we were little surprised that children were on the beach in front of the hotel the security guard on the beach just ignored them. We chose the hotel because it was couples only and didn't really expect to see children on our beach when the 2 hotels next to the Grand are family hotels and the beaches are fantastic. Even the star friends from the other Iberostar hotel brought them down to explore on our beach rocks surely that cannot be right?
We love our time there even though it is expensive but hope to see some improvements hopefully before we return again.

Stayed August 2013, traveled as a couple
Was this review helpful? Yes 10
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, September 20, 2013
Dear Guest,

Thank you for taking the time to write a review about your recent stay with us; we take all comments, both positive and negative, very seriously, as we constantly strive to achieve the utmost level of guest satisfaction.

We really appreciate your special mention of the food, tranquility pool, the great view, and of course our dedicated staff. We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours are always motivating.

We are working hard to repair and avoid future water leaks in the hotel. We are deeply sorry about the inconvenience and please rest assured we are on top of it.

Regarding children on the beach, we will communicate with our sister resorts’ Star Friends.

Please accept our sincere apologies for the inconveniences caused in this respect and we hope that despite of these issues, we will be able to welcome you back to offer you an outstanding vacation.

Best regards,

Quality Manager
Iberostar México
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2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed September 7, 2013

Do not expect too much out of this resort except good service and beautiful beach. The first few days in this resort, it rained a lot and the hotel was dripping from the ceiling almost everywhere you went. The room next to our room had a big puddle in front of the door that required the guests to relocate to another room. We had reservations to try all four restaurants in the resort but after dining at the French restaurant l'atelier and the surf and turf, we were convinced not to bother with the other two restaurants so we just settled for the buffet every day. At least, if you didn't like something there, you have a chance at trying something different. Now the drinks, it is hit or miss unless you just drink beer straight out of the bottle. The wines are undrinkable. We have tried everything on the inclusive list and the only one I could tolerate is the Chardonnay from chile. They had a merlot from California but they said they were out of it for a while now and no longer offer it even though it was still on the list and perhaps the only wine you could actually drink. On the extras side, less than average wine is way overpriced. Woodbridge which is maybe 7 dollars a bottle back home, is priced at
70 usd!! As for Margaritas, it all depends where you order them because they make them differently at every bar.
As for the activities, we did the bike tour on bicycles that need major servicing. The tires were almost flat, the seats worn out and the pedal on my bike came out at one of the stops so we had to screw it back in just to make it back to the hotel.
I also tried the spinning class.. The bikes are rusted and the handle bar on the bike that one other man was using got detached when he stood up on the bike. Also, the arena where the spinning class is held is steaming hot, and if it is sunny you overheat as if you are in a sauna room or a sweat lodge before you even start pedaling. I suggest they replace all bikes with new equipment and move them into a room similar to the gym room with air conditioning.
The only activity we enjoyed was golf. It is worthwhile. Beautiful and challenging course that you would definitely enjoy as a golfer.
We wanted to explore mexico outside the resort so we decided to go to playa del Carmen. There is shuttle that takes you from the hotel for 5 dollars and picks you up a few hours later. The driver was unfriendly and didn't care. They deposit you there to go spend some money and get harassed by the sellers trying to get you to buy tours here and there and it is not cheap. We couldn't wait until we went back to the resort.
Don't go to iberostar grand hotel for the wine and food. Just go there to enjoy the Carribean sea.

  • Stayed September 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
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, September 13, 2013
Dear guest,

Thank you for taking the time to communicate us your feedback during your recent stay at the Iberostar Grand Paraiso. We take our guests comments very seriously as your feedback helps us improve on a daily basis by identifying our strengths and weaknesses.

We always try our very best to make our guests stay as comfortable as possible and we regret that we did not succeed in this case. We are working really hard to fix areas affected by the heavy rains as soon as possible.

We have already shared your feedback on our restaurants with our Executive Chef for his consideration. He continuously strives to offer the best quality so your comments will be useful.

Regarding the tour bike and gym, please accept our sincere apologies for the inconveniences caused in this respect. This is certainly not the memory we want our guests to take home and can fully understand your disappointments. Please note that we have personally passed your feedback on to all the department heads concerned in order to improve these services.

Regarding the shuttle service, we are sorry for this inconvenience. Unfortunately they are an external company that provides their services as an added bonus for guests that want to explore Playa del Carmen and prefer to use the comfort of a shuttle service. Your comments will be forwarded to them as their customer service should be of the highest quality as well.

It would be a pleasure for us to welcome you back and provide you with a great stay showing that we have improved our service for you.

Best Regards,

Quality Manager
Iberostar Mexico
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Morris, Illinois
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed September 7, 2013

We were offered and upgrade upon our arrival at the Parasio Maya resort next door. By far, it was the best spent money ever (as it's adults only). The accommodations are superior in every way as is the entire staff. They leave nothing to be in need of. The front desk staff, housekeeping, Waite staff, concierges all were truly amazing. Ordered flowers for our anniversary and the concierge took care of that along with having special things done to our room that night while at dinner. All the restaurants are excellent but we really enjoyed the Japanese (in fact we ate 2 nights seated at the Hibachi), French and Steak House.

Room Tip: Don't think there is a bad room to be had. We had a room overlooking the garden and the spa, it...
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  • Stayed August 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 5
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, September 20, 2013
Dear Guest,

We are pleased to read your nice review about your stay at Iberostar Grand Paraiso, we really appreciate the time you took to share your opinion with other travellers.

Once again, congratulations for your anniversary, we appreciate that you gave us the opportunity to celebrate this special occasion with you, and we hope that the details we made, helped to have an unforgettable memory.

It is good to know that you enjoyed our accommodations, restaurants as well as our staff service. We always try to pamper our guests to surpass their expectations, and reading that you had a great time make us feel very satisfied. We can assure you that our staff would be happy to hear that they were part of your experience.

We look forward to welcoming you in the near future. Please feel free to contact us for any assistance.

Best regards,

Quality Manager
Iberostar Mexico
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2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed September 7, 2013 via mobile

My wife and I celebrated our 10 yr anniversary at the Grand. The customer service was out of this world good! Best I've ever been treated and that goes for every level of staff...from the bell boys to the hostesses, waiters/waitresses...absolutely amazing staff every single one of them. The stars team were a lot of fun too...Eduardo, Abraham, Andy all great guys!

I really can't believe anyone rated this hotel's service less than very good. But then again I think a lot of that comes down to how you treat them. Are you respectful? Are you thankful for their hard work? And yes we tipped. I know we didn't have to but we wanted to bless them for treating us so well. If you pay attention while you are there you'll see them working very long hours with great attitudes for peanuts compared to what most Americans make so we wanted to tip and I'm sure that goes a long way in the differences of opinions on here. But we also made an attempt to get to know them: asked questions about their history, their families, what it was like working there, etc... that helps too.

The worst I could say about the Grand is that yes there are places in the hotel that leaked (it rained a lot while we were there) and yes there are a few places that need a little coat of paint but those are very minor things that didn't detract from our experience at all. And the staff was actively working on the facility to fix the few issues we saw.

All the restaurants we ate at were great, the shows were fun, the golf course was absolutely breath-taking, beach was amazing...We can't wait to go back!

  • Stayed September 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
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, September 17, 2013
Dear Guest,

We would like to take this opportunity to thank you for the review you have written for the benefit of the Trip Advisor community.

There is immense pleasure of having a guest such as yourself speak in such high regard of our Hotel. We thank you for your support and above all your recommendation that makes our team proud. Regarding the leak you experienced, we would like to mention that our Management and Maintenance Department are constantly working on areas to be improved. All our facilities follow a maintenance standard roll in order to try to keep our areas and rooms impeccable. In this case, these areas need to be completely dry, so our team is ready to fix them as soon as possible.

We would like to thank you for the recommendations you have made and hope that we will have the pleasure of welcoming you in the near future to experience all the positive changes made.

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.
Syracuse, New York
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
14 helpful votes 14 helpful votes
4 of 5 stars Reviewed September 6, 2013

We visited in August with two other couples. Overall we had a good time, good laughs and food and drinks! We were in bldg. 71, view was just as you see in the pic's, if you want to be right by the water that would be it! The others were in bldg. 72 facing tranq. pool, those were really nice too. Now here comes my pet peeves :)

Check-In: For me it was a fiasco and for paying the money for the oceanfront I was really frustrated! We get there, rooms were not ready, ok no big deal we were fine with that so we went for lunch. Few hours later we get back to the front desk, the two rooms were ready in bldg. 72 so off they went to their rooms and it's like they had no clue we were there waiting for hours for an oceanfront room so to say you get whisked away to a private check-in is a lie! By this time I was hot, tired since we had to bet up at 2 a.m. to get to airport earlier. We were still waiting, I might have been a little bit witchy at this point, finally the same guy who took my sisters to their rooms took us to ours, um really? The butler was nice, brought us to our room, started to explain what they offer, I said I heard that earlier when my sister was checking in so let's move on, we set up time to clean/turn down/mini bar/lower air cond., we're good. Then comes the receipts for our dinner reservations and of course those were not all correct so after back and forth with the butler on the phone trying to do the changes and my hubby getting inpatient we got things correct. Can I go relax now?

Shows: We went to see one show, boogie nights, it was good, they do really work hard. One night we went to the Snake Bar, that was interesting, the tiny bartender was hysterical, he was small enough to be a jockey! We checked out the shops then the disco however disco didn't open until 10 but when we tried to go in there, a girl told us nicely it was 11 and slammed the door!. I really just wanted to look around not stay. We still laugh at that whole incident! We were able to call the Grand to get someone to pick us up where the shops were, 6 adults on a golf cart, fantastic ride!!!

Evenings: We pretty much spent it in the lounge, they had a local two man band who were pretty good. However, I think the resort needs to keep the drunks and people who think taking the microphone from the band is OK in check. Honestly, they really need to deal with drunk people and send them to their room. I'm not sure why there was a large group of adult men there, they were rude, obnoxious and drunk and the hotel should of handled it appropriately! A bunch of people got up and left the lounge because of it, including us, I really didn't want to listen to some adult drunk slobber all over the microphone attempting to sing and be told they can't smoke in the lounge. The band should not allow it either so their at fault just as the resort.

Rooms: They pretty much looked all the same other than the view so it's a personal preference, mini bar was kept up, turned down/cleaning service was good, really no complaints.

Pool Area: We didn't really spend a lot of time there which is surprising but I enjoyed the beach in front of bldg. 71. I do know the bartenders need training as they all make the same drink differently, not consistent at all! Drink waiters were OK, I felt they didn't appreciate the tips you gave them.

Food: All was good, no complaints. We ended up eating at the dinner buffet most nights as the food was better. We went to the Japanese rest., sushi was worst than the buffet, waitress was well if you can't speak to people or crack a smile you probably should not be a waitress. It was quiet in there we were afraid to laugh. We went to the Italian rest., same thing, really quiet we were afraid to talk! Waiter was awful and so was the food. We ate at the breakfast buffet, was good and did room service for breakfast which was on time and good food.

Beach: Amazing! We were able to see them dig up the baby turtles and we saw a wedding, we did have two days of rain so that was a small downer. There were a few vendors who come up to you just politely say no and they are fine.

What I wish was better: Check-in process, Dinner reservations, they really need to revamp this, it's annoying and the food in the restaurants. Some Umbrella's by the pool area would be nice, not have the jet ski area near bldg. 71.

If you do the breakfast/lunch buffet, ask to sit in Jorge's (George) area, he was awesome!

Overall: A good time, still up in the air about going back, but a good experience.

Room Tip: Any room is good, they all look the same just a different view and that is a personal preference.
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  • Stayed August 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 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, September 13, 2013
Dear Guest,

First of all thank you for the time you invested in writing your comments about your recent visit to Iberostar Grand Paraiso.

We are really sorry to learn that our Front desk services and the butler services did not meet your expectations. Your comments have been passed on to the Departments concerned.

Concerning the service, we thank you for your comment and will address your concerns to all of our team members to guarantee the best experiences for all our guests; we are really sorry about the uncomfortable situation with the guests you mentioned; we are preparing several training programs to handle situations like the ones you mentioned.

We thank you once again for your feedback; we do listen to our customers and take corrective actions based on your reviews, in order to keep improving to obtain your complete satisfaction.

We hope you give us another chance to welcome you again to the Iberostar Grand Paraiso.

Best regards,
Quality Manager
Iberostar Mexico
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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 On the Beach Hotel in Playa Paraiso
#1 Family Hotel in Playa Paraiso
#1 Top resorts Hotel in Playa Paraiso
#1 Romantic 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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