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“Good resort with a lot of potential. Staff needs more training.”

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Paradisus Playa del Carmen La Perla
Ranked #23 of 214 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Waterloo, Canada
Level Contributor
41 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
“Good resort with a lot of potential. Staff needs more training.”
Reviewed April 2, 2012

Paradisus La Perla is a resort with a lot of potential but the staff needs better training to stay competitive. We traveled to La Perla as a family of four with a room each for us and our adult children. I am basing my review in comparison to previous trips to Excellence Playa Mujeres and Riviera Cancun, Iberostar Grand and Royal Hideaway.
A week before our departure I emailed La Perla to let them know that we were return customers having been to Paradisus resorts in Cuba and Punta Cana. Some resorts will leave small return customer gifts or give a slightly upgraded room. We received an email indicating that our email was received but never heard back from the resort. It was important that we had two beds in the room for our kids as they are brother and sister. We also requested a top floor room for a quieter stay. When we arrived it was obvious that this request was not passed on as we were placed in first floor rooms and had to again ask for another bed in the second room.
One of our rooms was ready at check in but the second room was not. We were given the number but not the keys to the second room. There seems to have been a lot of confusion among the staff as to what room we were in and I do believe that our room was in fact ready the entire time. We went to the pool and finally got our key at about 4:30pm. The front desk service was always a bit shaky throughout our entire stay. They definitely need better training. For example we requested a blanket for the second bed on three different occasions and we never received one.
The rooms are very nice and very modern. The beds are extremely comfortable but the pillows could be a bit larger. It is important to note that there is not a clock in the room. Young people don't tend to wear watches anymore and without their cell phones they did not know the time. We requested clocks in the room and they were promptly brought but the master switch turns off all the electricity in the room so they always needed to be reset. The double shower was nice and we enjoyed the rain shower feature. The water pressure is low. We were happy that the bathroom provided privacy as some resorts have gone to the open concept bathroom. The La Perla room is flexible with doors to the bath that can be open or shut. The balcony was very basic with only two chairs and a small table. We missed the loungers found at the Grand and Excellence resorts. Our view was not great. We overlooked scrub land and could not sit out without the sound of barking dogs from the neighbourhood. I did ask to be moved to a pool view room but was told that there were none available. We laughed about this because the resort was very very quiet. We only had turn down service two of the six nights.
The pool at La Perla is very nice with lots of chairs. We never had a problem getting four seats together close to the pool after breakfast. There was some chair saving but the resort was quiet so it wasn't an issue. Service around the pool was good and the bartenders were good most of the time. A tip really helped to make sure you got a well mixed drink with the liquor of your choice. Music around the pool is loud but it did not bother us at all. Some of the cheesy remakes played in the morning were annoying. By lunch they play modern music that our kids found enjoyable. I was a bit surprised at the song choices and some were very inappropriate.
The beach is not great. The first problem is that the ocean is not visible from the resort unless you are in a high room. It is a fairly long walk to the beach and the boardwalk is HOT. You definitely need shoes. The chairs at the beach are comfortable and the beach service was decent. The water is much better in front of the sister resort so we spent our beach time there with the families. No one sat on the La Perla side as there are rocks and seaweed in the water. The ocean is clear and calm and a beautiful colour in front of the resort. We snorkeled but saw very few colourful fish. There are no washrooms or showers on the beach so it is a long walk when you need them.
Breakfast was a smallish buffet. The food was fine and what you would expect. It was not always easy to get a cup of coffee. Some days we did not get one until the end of our meal and twice we had to get up and ask for some. The need a better system. The other resorts we've been to were much better for breakfast.
We ate lunch half the time at The Grill and half at the Sunset Bar by the pool. The Grill has a salad bar and you can order from the menu with items such as pizza, pasta, fish, beef etc. We found it to be quite good but the menu is always the same. We would probably eat fish every day if we could but it was the same fish prepared the same way each day. Service was shaky here. The Sunset Bar had very good service but the menu is the typical hamburger, hot dog etc. A few days in to our vacation we discovered that burritos are also available but not on the menu. They also serve guacamole and chips and those are not on the menu either. The first day I made the mistake of ordering veggies and dip. They were very old and not edible. I was shocked that they served them.
Dinner is the best meal of the day at La Perla. Service at all but Bana is very very good. The food is well prepared and tastes fresh. The meals were the best of any all inclusive resort we have been to. The reservation system is not good. We had difficulty booking the restaurants we wanted at 7 or 8pm. You can make reservations three days in advance with the concierge. I believe that the level of room you have dictates the ability you will have to get a reservation easily. We got "not available" a lot. By the end of the week we just went to the restaurant of our choice. We got in easily and there was lots of space available. I cannot imagine what a hassle this process would be if the resort were even half full.
The bars do a good job for the most part and top shelf liquor is available. We enjoyed the Martini bar for a pre-dinner drink. Two members of our family also enjoyed tasting tequila at the Tequila bar with a very helpful manager assisting them. We were very impressed by the time he took to explain the differences. He would not accept an offered tip.
There are a number of entertainment options available at La Perla but we did not enjoy them very much. We went to a number of shows at nigh including the Rock Band and the Fire show but did not find them to be as good as other resorts. The activity staff was very good. They were friendly and outgoing but not intrusive. Many seemed to be enjoying volleyball and dance lessons. They have a pool party on Friday afternoon that my kids enjoyed.
We booked a hospitality room for the last afternoon shower as our pick up was not until 9pm. When we showed up at our 5pm booked time it was not available. I am not sure why not because we did watch them write it down. They sent us to a room to get cleaned up. Late checkout was not available as our rooms were booked. That is what we were told but once again the resort was very quiet. It felt like the front desk was trained to say no.
Overall La Perla is a good resort with great potential. If they can fix the reservation system and improve staff training I would consider a return visit.

Room Tip: If sitting on the balcony is important to you pay extra for the better view. Garden view means over...
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  • Stayed March 2012, traveled with family
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Helpful?
2 Thank Ontario_Sun_lovers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, April 4, 2012
Dear guest,

First and foremost, please accept our gratitude for having taken your important time to post this complete review.
It is a really pleasure to know about assiduous tourists who enjoy our beautiful Riviera Maya, especially if we have been honored with their stay at Paradisus.

All of this information has been sent to all the departments in order to let them know about your recent experience in Paradisus La perla. Thank to your comments we have a great opportunity to improve our facilities and services.

We are confident, the next time you stay here you will find our staff skills completely improved and you will have an unforgettable vacation.

Once more thank you for extending us your impressions and I look forward to welcome you again at Paradisus

Best regards,

Alan Becerril
Quality Manager
alan.becerril@melia.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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English first
Portland, Oregon
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed April 1, 2012

This resort is absolutely beautiful and service is outstanding, but food is really at a poor level when you consider the amt paid for this service. With the kind of quality of the service you would think when you ordered a nacho it would be with real cheese, not boxed or a pizza with cheese not sliced cheese. Bacon should not come from a can and really the only food that was okay was the fruit, it was great! Really need to improve in this area. I stayed at the omni in cancun a few yrs ago and they have large plump coconut shrimp and a great aray of food. This resort needs to check it out as it is underpar!

  • Stayed March 2012, traveled with family
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Helpful?
1 Thank michelle0128
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, April 4, 2012
Dear guest,

Thank you very much for your comments and for chose Paradisus for your holidays.

We are sorry to know you did not enjoy our gastronomic offer. Although the food is one of most appreciated services by our clients, we comprehend that we need to continue working to achieve our guest’s satisfaction.

Once again, I would like to thank you for your feedback and we hope to hosting you again in Paradisus.

Best regards,

Alan Becerril
Quality Manager
alan.becerril@melia.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bohemia, New York
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 31, 2012

My wife and I just came back from a relaxing vacation. At this resort all they did was want to please you in any way. We stayed in the Royal service area where there was plenty of palaps and lounge chairs The service was outstanding. Our pool man/waiter Artuora could not do more for us. He was always friendly and sincere. We had no problems making reservations at the restaurants and found the food to be very good. Beach area is very small and full of seaweed. I have been to a few different all inclusive resorts and this is the first one that i would go back to.

  • Stayed March 2012, traveled as a couple
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Helpful?
1 Thank phillip D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Santiago, Chile
1 review
Reviewed March 30, 2012

the hotel facilities are great, beautiful furniture, rooms are clean and modern,great and fine food at restaurantes a la carte. Excellent attention and service,

The beach was disappointing, narrow, lots of seaweed and rocks. Should be cleaner, and also they should add showers on it, as a palapa for drinks and water. Also don´t have sailing boats. Wave runners shouldn´t be at the entrance.

Room Tip: do not worry about being close to the pool, the noise isolation is great. Prefer the ones that has a...
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  • Stayed March 2012, traveled as a couple
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    • Cleanliness
    • Service
Helpful?
Thank chichos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Smithtown, New York
2 reviews
Reviewed March 29, 2012

Food and Drinks: A minus (and this coming from a food snob).
Room/Resort/Service/Attention to detail: A
Overall – place was first class.

Only complaints (none serious):
- pool was a bit cold. Only 2 hot tubs - in the spa area.
(pool was actually nicer at Excellence- more like a lazy river)

-We paid extra to have dinner at their “special restaurant”. This was silly and not worth it.
Food was prepared to look like art but was no better than the other restaurants.

-Couldn’t see the ocean from anywhere in the resort except 3rd floor- our room. Beach- not so special.

- They bug you a bit to sit in on a 90 minute presentation on their vacation club. We just said no.

  • Stayed March 2012, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Mark S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed March 27, 2012

My wife and I went to Paradisus from Feb 12-19. We had a great time away from our kids. We were upgraded to a one bedroom suite in building c and everything was great. We really enjoyed the restaurants, the design of the hotel is beautiful, very upscale and modern. We spent most days by the pool. The beach was not as nice as we would have liked; not very much sand between the mangrove and the water and the water is very rocky so you should walk down the beach before going in. Overall we had an awesome time and met some very nice people.

Room Tip: You can eat at the royal service restaurant for dinner even if not staying in royal service, just as...
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  • Stayed February 2012, traveled as a couple
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Helpful?
1 Thank Danny911
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Savage, Minnesota
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed March 26, 2012

My husband and I spent 7 days from 2/29-3/7 at this resort. Overall, we did not feel the property matched the rating of 4 1/2 stars that it represents. In comparison to other equivalent properties, we would rate it a 3 star property.

Check in process- The sales pitch following the check-in process was much too lengthy. After spending 1/2 day traveling to get to the resort we just wanted to relax.

Rooms- very spacious and beautiful accommodations. The cleanliness of the room was not very clean when we first checked in, mini bar not stocked and no shampoo or conditioner in the room. In addition, there was a problem with the door and the card key did not work. We had to wait for about 45 minutes, while the battery for the door could be replaced.

Service in the room (maid, mini bar and turn down) service throughout the week was very sporadic. A few days it would happen and many it would not. When we would call to request additional items for the mini bar it was also sporadic if we would receive them or not. Often times we were told to wait in the room and they would come. We would wait 30+ minutes and no one would show up.

Food quality- some restaurants that were listed were not open. Gabi club was never open for lunch or dinner. Breakfast buffet was ok at best, but not up to par for a 4 1/2 star resort. Lunch at the market and the grill is the same everyday with very limited options, leaving the lunch options very limited. Again for the rating of the resort this is a concern. Overall, dinners were good. We were able to find something most nights and did try 6 of the 7 specialty restaurants.

Service of staff- again very spotty. Very limited English was spoken by the staff and often requests were not fulfilled as a result. Wait times in the restaurants were unacceptable. Often times took 2+ hours to have dinner. Hotel was only approx 30% full during the week we were there, but service was not up to par. Lots of noise and construction taking place throughout the day.

Beach- way too many rocks and very dangerous. No warning that this is the case. The hotel did have staffs who were attempting to keep this clean, but it was difficult to keep up with

When we attempted to find a manager on duty to share our feedback with, we were provided a piece of letter head and told to write our comments on their and send to the corporate office. There are a lot of nice properties in the area and this did not live up to the 4.5 star rating.

  • Stayed March 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank ToniaM539
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this review, April 3, 2012
Dear Guest

First and foremost we would like to express our thankfulness for your feedback on trip advisor and for selecting us for your vacations as well.

We are sincerely sorry to hear about your disagreeable experience during your stay and we are a bit surprised due we attended your comments and concerns, even personally from by La Perla Director as soon as you contacted us after your check out, so please allow me to express again our most sincere apologies for the inconveniences you experienced. We clearly understand that we did not achieve this time our main goal: your total satisfaction.

We deeply appreciate your comments because thank to notes like yours, we are able to improve our services and please be assure that since we knew about your experience, we have reinforced our staff training and approaching technics in order to guarantee that all our guests have the opportunity to express their valued comments during their stay.

Once more thank you for your constructive observations and we hope to have the opportunity to serve you soon at Paradisus La Perla

Best regards,

Alan Becerril
Quality Manager
alan.becerril@melia.com
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 Paradisus Playa del Carmen La Perla

Property: Paradisus Playa del Carmen La Perla
Address: 5a Avenida | Corner Calle 112, Col. Luis Donaldo Colosio, Playa del Carmen 77719, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Green Hotel in Playa del Carmen
#9 Family Hotel in Playa del Carmen
#14 Top resorts Hotel in Playa del Carmen
#16 Romantic Hotel in Playa del Carmen
#17 Spa Hotel in Playa del Carmen
#19 Luxury Hotel in Playa del Carmen
#20 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Paradisus Playa del Carmen La Perla 4.5*
Number of rooms: 393
Official Description (provided by the hotel):
Paradisus Playa del Carmen La Perla is a hotel catering to the discerning all-inclusive traveler. With 58 swim-up suites, opulent furnishings, and international cuisine prepared by award-winning chefs, this adults-only hotel is a crowd pleaser. Rooms feature special touches like deep soaker tubs and rainfall showers. Marble floors, flat-screen TVs, Minibar, in-room safe, free Wi-Fi, coffee maker, bathrobes and slippers, cable TV service and a DVD/CD player compliment the trendy interior design. Stay active with water sports like aqua aerobics, yoga, zumba and volleyball, or visit the spacious fitness facility. The Spa offers a wet and dry sauna($). Try a different menu every night with 14 restaurants. ... more   less 
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Also Known As:
Paradisus Playa Del Carmen La Perla Hotel Playa Del Carmen
Paradisus Playa Del Carmen La Perla Riviera Maya, Mexico

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