This was our first trip to the Grand Paraiso. We have previously stayed at the Iberostar Paraiso Maya three times. We arrived on November 6 and stayed for 7 nights. Overall, we had a fantastic time. The resort is lovely and we would not hesitate to return, provided they get new cushions for the beach loungers.
There were some disappointments, however. Our initial room had a foul mold smell that was truly awful. We have been to this area of Mexico ten times, so we know the area is humid and rooms can get musty. This was to a different level entirely. Thankfully Victor, our butler, arrived for our introduction before we even had a chance to call to request a new room. He acknowledged the horrendous odor and was able to call the front desk to get us a new room. Due to 100% capacity, they could not move us until the following day. We stayed out late and hit the beach very early in order to minimize time in the room. Thankfully the new room had no such odor. Our thanks again to Victor for facilitating such a smooth transition, but it never should have happened in the first place. There was a personalized welcome letter on the bed so someone had been in the room and had to have noticed the smell. It was so far below what we expect the Iberostar standards to be that we were nervous that we had made a mistake in coming here.
The food was generally very good. We enjoyed meals at Toni’s, our favorite, L’Atelier and Haiku twice. Unfortunately, my husband became violently ill after eating dinner at the Mexican buffet. We have been to seventeen all-inclusive resorts and have never had a problem. It wasn’t too much drink or sun, it was outright food poisoning. Thankfully he was fine the next morning.
The beach is beautiful and while there are a lot of rocks, there were plenty of places to swim without a problem. Unfortunately, this resort has the absolute worst beach loungers we have ever encountered. Aesthetically, they are attractive, a faux wicker, but the pads they have on these chairs are beyond terrible. They slide right off of the wicker, however, that can be controlled by putting a towel between the chair and the pad. You would think the resort would pay for the new pads simply in the amount of laundry costs they would save by guests not using multiple towels to stop the sliding. Even putting two pads on the chairs did not completely fix the problem.
The evening shows were good, however they decided to adjust their schedule and had the Boogie Nights show on Thursday and then again on Tuesday, eliminating the Rock Show. This was very disappointing, as while we enjoyed the Disco show, we didn’t need to see it twice!
This resort really lacks a place to just hang out. The front lobby bars are nice, but not convenient for a before dinner drink, you have to walk past the restaurants to the entrance in order to reach them. Also the air conditioning was not effective in the lobby bar. It was always just a bit uncomfortable. Rhapsody was nicely air conditioned, but didn’t get going until after the show. Secrets Maroma has the Sugar Reef bar, a great place to hang out, play pool or ping pong, watch tv, and generally just chill. The Grand Paraiso needs a place like that. They also need to improve their television selections. It was abysmal. Truly only two English channels. Victor explained that they were in the process of changing cable providers, but really, that should take a day or two, not months. Victor was a wonderful butler. We ran into him several times in the lobby and throughout the resort and each time he recognized us and asked us what else he could do. He is a true asset to the resort.
The Star Friends were great, special thanks to Andy, Eader, Jhaziel, and Stefania who made our trip extra special.
Drinks were great, the pool bartenders were fun to chat with, Humberto, Roberto, Jonathan and Usvaldo were the highlights.
Overall we had a wonderful time and would definitely return, but only if they do get new chair pads for the beach loungers. They were that bad.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We would like to thank you for having taken the time to comment on your recent stay at the Iberostar Grand Paraiso.
We are very happy that overall you enjoyed your stay with us.
We are really sorry that your husband got ill during your visit to our beautiful resort. There is a doctor on site and everyday he reports to the Management for every incident he assists. Your report really caught our attention as we were not aware of any guest ill at our resort. We are the first ones that want to know about any type of illnesses in order to take actions as soon as possible to investigate their source. Our Health & Safety department and an independent consultancy constantly check on food delivery, conservation, preparation, and also do tests to discard any presence of bacteria or other. This is done very strictly because if it was not, we could create a massive contamination.
Our team will be motivated by your generous compliments, especially Victor who will receive your kind words.
We appreciate the time that you have taken as well to do constructive comments; we are committed to listen to our guests.
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.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.