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“Great hotel, but not perfect.”

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Paradisus Playa del Carmen La Perla
Ranked #20 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Fort Worth, Texas
Level Contributor
31 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
“Great hotel, but not perfect.”
Reviewed May 14, 2013

My husband and I just returned from a week at the Paradisus La Perla. We stayed in an ocean view Jr. Suite with Royal Service. Before our arrival I contacted the hotel to ask for a full ocean view because I had read that not all of the ocean view rooms have a very good ocean view. We stayed in room 1197, and were happy with our view. It overlooked the ocean and the RS pool. We were initially concerned about privacy, being right above the pool, but that turned out not to be an issue at all. We were also told by our Butler that she would make our reservations, bring alcohol to the room, schedule services at the Spa, etc. However, we were frustrated and disappointed with the RS and housekeeping in general. We had to ask multiple times for our mini bar to be refreshed, the second day they took one of our coffee cups and, despite asking for another one several times, it was never returned. We also had a problem getting ice for the room. Because we were in RS there were no self serve machines, and so when we called for ice after our Butler left at 5 we never knew how long it would take to get it, if it arrived at all. The last night my husband called three times, and 2 hours later he had to go to the lobby to find someone to help us. Our Butler also failed to make the reservations we requested at the spa, so my husband missed out on the massage he was looking forward to. Needless to say we were very disappointed with the service aspect of the RS. However, the other perks (exclusive pool, exclusive beach area, La Palapa restaurant) were very nice. We were very impressed with the appearance of the hotel, the restaurants were all very good with excellent service from wait staff, (Fuego was our favorite) and the amenities were very comfortable. Our other disappointment was the lack of activities. During the week there was some nice entertainment, but the bars were slow, and there was no one really out dancing. During the weekend, the main bars were all reserved for private events or weddings, so we ended up having to go into town to find something to do. All in all, we were pleased with this resort. However, we don't feel the cost of the RS was justified, in our experience. And although we said to each during the first few days that we thought we would like to return to Esmeralda with our kids in the future, by the end of the trip we agreed we will probably not return to this resort and will try somewhere different.

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank alexisgolden
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, May 15, 2013
Dear Guest,

Thank you for your candid review on Trip Advisor.

Our guest’s opinions are vital for us, because we can learn and improve our service, the details that you mentioned, in this moment are under revision, because are not a common situations, we truly appreciate all your observations, please be confident that we will be working, in order to do not repeat again.

On the other hand we are very glad to read that you enjoyed the amenities and the extra benefits of Royal Service, that you enjoyed our culinary experience and with the view of your room.

We truly hope to have the opportunity to change your first impression and show you and your family the real Paradisus Experience in our Paradisus La Esmeralda the next time, I assure
you that we will exceed your expectations.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Wingdale, New York
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 14, 2013

We arrived at Paradisus La Perla on April 27 and stayed for a week. The resort was spectacular. Everything was incredibly clean. The food was some of the best of I have ever had! We had a Junior Swim up Suite that was awesome, the pool was right out our door. I highly recommend this resort! My only complain was the all inclusive bracelets. Ours were "My Time" and they were purple ribbon with a large brown circle that said MY TIME on them, they were ugly. We look forward to our next trip back!

  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Shawn M
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, May 15, 2013
Dear Guest,

Thank you very much for share about your recent stay in our Paradisus La Perla with our futures guests.

We are very glad to read that you had an amazing vacation; it is a pleasure to read that you enjoyed our facilities, the culinary experience that we offer, your Junior Swim Up Room and the pool area. We are very committed to provide a quality service and excellent service, we are happy to read that we accomplish that goal during your stay with us.

We hope to host you again in the near future and make you repeat The Paradisus Experience.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Raleigh, North Carolina
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed May 10, 2013

My husband and I arrived in Cancun on 4/14/13. We were shuttled to La Perla via 'bookit.com' and their driver was very nice and informative about the surrounding area.

When we arrived at La Perla we were swept away to the "Royal Service" check in desk by a golf cart. It was a great check in experience. We were escorted to our room. The room itself was wonderful. Large, inviting, and anything you could ever need or want. Unfortunately we were on the first floor and our patio had no privacy whatso ever. We stayed in that room the first night as it was so late and we were exhausted, but the next morning we spoke to management about possibly moving us.

Alma was WONDERFUL, and listened to our concerns and completely understood that this trip being our honeymoon...We definitely wanted more privacy. She said she'd do everything she could to make us happy with our accomodations and would see about getting our room changed. We were sent off to enjoy our day while they handled the behind the scenes stuff.

By 3 pm they'd moved us to a 3rd floor room with an amazing ocean view. Alma truly MADE our honeymoon by setting us up in this room. It was breathtaking, and much more then we could of wished/hoped for. I hope she truly understands our gratitude.

The food is wonderful! All the restaurants offer a great selection of dishes, and almost every type of cuisine is offered. We were not impressed with room service. The first night we arrived we were exhausted so ordered dinner to our room. They forgot my dinner, and then when they returned with it they did not bring me any utensils. One other time we ordered a pizza and ceasar salads. The pizza was cold, and barely cooked through. The salad is literally 3 pieces of regular lettace with some dressing. WIth that being said...Get out of the room! Eat out as much as you can because we didnt have ANY issues while eating out!

Also, Our fridge was rarely refilled. Not a big deal though...You can grab canned drinks from any of the main lobbys and take them back up to your room!

Overall the resort is very well cared for and maintained. We recommend going with Royal Service as you have access to the best pool (its heated) and Juan the bartender at the pool bar is amazing! Ask him to make you a Miami Vice! DELISH! The private beach access is also less crowded then the main entrance from the resort, and Jose was our favorite! He made sure we never ran out of buckets of beer, or snacks!

There are great places to go at night and be entertained or to dance. We only attended one of these nights, but it was great! A lady sung songs everyone knew and we could chime in on!

I can't say enough about La Perla! It was truly one of the best times of my life as well as my husbands and the people at Paradisus made it that way!

Room Tip: Id suggest getting a room off the 1st floor. There are great views all around, but its much nicer ha...
See more room tips
  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Modiddlydo
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, May 12, 2013
Dear Guest,

We would like to thank you for sharing your recent experience in our Paradisus La Perla, was an honor for us to be part to this special holiday.

We appreciate your review on Trip Advisor, we are very glad to read that you had a great experience since the beginning to the end of your stay. We are pleased to learn that you enjoyed our facilities, the different restaurants that we have in the property, our night entertainment and the service from our staff.

All our staff is very committed to provide an excellent service and to transform the holidays of our guest in memorable moments, we are very glad to read that Alma, Juan y Jose did their best to achieve that goal.

All your observations have been passed to the departments involved in order improving our service, thank you very much for your notes.

Please if you decide to come back to Playa del Carmen will be an honor to host you and pamper you again.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 10, 2013

What an amazing trip this was! This resort was incredible! From the moment we walked in until the moment we walked out was stellar!! It is unbelievably clean and the rooms are pure luxury! The all inclusive was top notch! Grey goose cocktails and 5 star restaurants. The clubs at night were so much fun. The pool party on Saturday was a blast! People complain about the narrow beach but I found it to be perfect ... I got off of my cabana took four steps and was in the ocean .. Drinks and food were served at will what more do you want at the beach?? We had excellent service the entire time! So friendly and efficient. Several times we had Rafael Velasco as our server and he was INCREDIBLE!!! Request him if you want impeccable service and a great personality! My husband is 6'10" and he was so funny with him out entire stay joking about their difference in size. I wanted to bring him home with me(he makes awesome lattes!!) we lived it so much we are planning to come back with our kids and stay on the family side (Esmeralda ) and have invited a group of friends and their families to join us!! Can't wait to come back to paradise!!!

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Hairmomma
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, May 12, 2013
Dear Guest,

Thank you very much for write about your recent experience in our Paradisus La Perla.

It is an honor for us to know that you had an amazing vacation with us, we are very happy to read that since the start and to the end you lived the Paradisus Experience. We are very glad to read that you enjoyed the beach area, our several activities for example the pool party, your room and the service provided from our staff. Rafael will know about your recognition, thank you for mention him; I assure that he will be more than happy to know that he helped you to have a great vacation.

We will be waiting for you in our Paradisus La Esmeralda for repeat this experience with all your family.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
GV
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed May 8, 2013

This resort is fabulous. We've also been to Paradisus Palma Real in the Dominican and both are wonderful. The staff in Playa Del Carmen is extremely polite and service it amazing. The resort is clean and beautiful. The Ocean is very nice to look at but a little rocky in areas walking out. The pool is spacious and the pool bar has a swim up bar as well which is very nice.

The entertainment is nice as well. The only downside is that the entertainment alternates between North bar and South bar. The area with the children becomes overwhelming during the entertainment time because there are strollers all around and not enough seating for everyone otherwise very enjoyable.

Food is very good especially at the Sunset Grill by the pool.

Excellent trip and looking forward to our next visit to a Paradisus resort.

  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Jacqueline A
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, May 12, 2013
Dear Guest,

We would like to thank you for your preference in our Paradisus Brand.

We are very glad to read that you enjoyed our polite and amazing service, our facilities and our culinary experience. We are very happy to read that you had an excellent trip.

Our guest´s opinions are very important for us, your notes will be send it to our Activities department in order to verify and work on it.

Once again, thank you very much and will be an honor for us host you again, in our Paradisus La Perla or in any Paradisus.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Monterrey, Mexico
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed May 7, 2013

This is the BEST hotel that I know in all over Playa del Carmen and Cancun. The price it's little higher but it's worth every penny.
The service it's awesome!!! I loved!!!
All the waiters are so kind especially Carolina, Rafael and Enrique they serve us with a big smile and amiability.
I recommend this Hotel so much!!

  • Stayed May 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Yeli G
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, May 11, 2013
Dear Guest,

Thank you for share your recent stay in our Paradisus La Perla on Trip Advisor.

We are glad to read that you had an excellent experience with us; it is a pleasure to learn that the service provided for Carolina, Rafael and Enrique was beyond what you expected. Our team works very hard to please our entire guest. Thank you very much for recognize their work.

We appreciate your recommendation and will be a pleasure host, you again in the near future.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
17 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed May 7, 2013

We went back and forth between Paradisus and another resort when deciding where to stay while in Playa Del Carmen. We had never done an all inclusive and generally, we prefer less "modern" styles. In the end, we chose the Paradisus just to try something new and different. We opted to really treat ourselves and booked one of the swim up suites with Royal Service. I am extremely happy with our choice. The style of the resort was relaxing and gracious, not intrusive into the resort experience and the Royal Service was wonderful. We stayed in La Perla, which is adults only and made for a more quiet stay. The other side, Esmeralda is a family friendly location and there are several restaurants on that side as well. We had breakfast there several times.

When we first arrived, our "Butler" Karen was waiting for us and we were driven from the valet to the Royal Service check in where we were given champagne to celebrate the start of our vacation. The staff explained everything to us including restaurant reservations and gave us a cell phone to communicate with Karen. We were told exactly what was included in the all inclusive (there are food and drink options for which there is additional cost and obviously any sundry purchases or spa packages are excluded). After this, Karen took us to our room.

Our room was larger than we expected with an en suite bathroom that included a double shower and a separate room for the double soaking tub. Both the bedroom & the sitting room opened onto the lanai. There was a hottub/jacuzzi on the linai and steps down to our section of pool. Immediately we felt more relaxed and at ease as the pool was inviting and very private.

Karen then explained that she would be happy to unpack for us so we could start our vacation right then. We told her we wanted a little time to unwind and would unpack ourselves. She was comfortable, professional and gracious while she explained what we could expect. Reservations are a premium during certain times, but in asking Karen to make ours we had no difficulty. She took our preferences and returned in an hour with a reservation card for the week.

We were starving from our tip and so walked to one of the lunch places and were sat immediately and had a great lunch and few drinks. There were bottles of water available, although we noted that all of the water they served was bottled water which they put in pitchers.

Dinner the first night was Ridizzio and delicious! The second day we decided to explore the surrounding areas, including Mayan ruins. We had rented a car for this specific purpose and we drove ourselves to Chuniyaxn Muyil about 40 minutes away. These ruins are less excavated and of older origins. As you explore them, you very much feel transported back in time. While we were there we noted that many people were climbing the ruins and damaging them. There are signs asking people not to do this, but it was not stopping anyone. It infuriated me, but thats just me. I am extremely glad we went the few extra miles to see this as it was the least "preserved" site we saw and very 'jungle like".

From there we went to Tulum. We arrived at about 2 pm and knew we would have little time to explore. We negotiated for a tour guide *****NOTE****** YOU NEED CASH FOR THESE TRIPS! and we really lucked out as we found a guide who was both energetic and passionate about his subject. His name was Julio and he stayed with us for 2 hours! Well beyond the 45 minutes we expected. The site is simply amazing, beautiful and right by the sea. It is one of the most beautiful views you will see on your trip and we highly recommend it. But don't go with a guide book, get yourself a local guide who knows the history and importance of the place and can allow you to explore at a more leisurely pace. Also, bring water and sunblock as this is virtually NO shade in the Tulum site.

We had lunch at the small town between the two sites and in the evening shopped on 5th Avenue in Playa Del Carmen. By the time we got back to the hotel we were exhausted and had some room service delivered and enjoyed the room for the evening.

Our next day was spent in the spa. We have been to spas all over the world and I am a real stickler for a deep tissue massage. It is almost a joke that I never leave a massage happy with the massage that I got. It could always have been "this much deeper" "that much longer", etc. I can say without reservation that this was the best massage I have ever received. From the beautifully appointed room to the scents chosen for the eye mask to the talented massage therapist this was simply the best experience I have ever had. The spa is beautiful and comfortable, the staff is attentive but inobtrusive and the massage was perfect.

We spent the rest of the day on the beach, if you do Royal Service, there is a section of the beach reserved for RS. It is small, but there was ample room. The only problem was that people had taken 4 chairs for 2 people and had left to get lunch. We approached the attendant and he removed towels from a covered chair and we were able to relax on the beach all afternoon.

That evening we had dinner at La Palapa and it was wonderful. The ocean breeze, an almost full moon and delicious food. What one quickly comes to realize while staying at Paradisus is that service is truly their highest concern. In the entire week, there was never an awkward moment with regard to service nor did I ever see anyone not working to satisfy a guest.

After reading several reviews, we had been nervous about our choice, but day one showed us that some people simply cannot be made happy. Karen & Rosa (you get 2 Butlers day/evening) made sure that all of our reservations were made and that we had everything we needed. For example, our mini bar was stocked with the drinks we liked daily. We also had our choice of alcohol (Vodka or tequila) for the room.

In one review we read, the reviewer complained that the pool bar did not have top shelf liquor available. I never found this to be the case. Perhaps it is because Capt. Morgan is not a top shelf brand or perhaps they ran out. When I asked for Grey Goose Vodka or Belvidere or Stoli or Kettle one, there was never a problem. They simply do not skimp on things like that.

As far as the Butler service, it is important to understand that it is a Butler/Concierge service and not indentured servitude. I saw a review in which the person complained that their butler did not follow the around and fetch them drinks while they were at the beach. Well, thats true, they will not be doing that. For that, you can ask one of the hardworking, pleasant and friendly wait staff for a drink. They are on the beach all the time, walking around and offering to get you drinks or food.

Having never been to an all inclusive we were not sure about tipping and so we asked Karen what the protocol was for it. She said that it was up to us, but that it was never expected and that we could wait til the end of our stay and decide who/if we wanted to tip. I have to say I never felt like a tip was expected and we left our wallets in the room unless we were leaving the hotel, because we did tip the valet. At the end of our vacation, we tipped our butlers and the valet as well as the bell man.

We left Paradisus feeling that we had spent a week in the lap of luxury, in which we were allowed to relax and enjoy ourselves. The service was without equal. It was courteous and unobtrusive. Karen & Rosa did everything that we asked them too and were pleasant and helpful with information on things to do.

Room Tip: We had a swim up suite, which meant no ocean view, but which made for a relaxing and luxurious stay...
See more room tips
  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Paranormalnj
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, May 12, 2013
Dear Guest,

Thank you very much for your comment on Trip Advisor. We appreciate the time that you took to write about your recent experience in our Paradisus La Perla.

We are very pleased to learn that you enjoyed the benefits of Royal Service, as you mentioned is our exclusive area in the adults part, it is an honor read that you enjoyed the service provided from Karen and Rosa, they work very hard to assist our guests, and they are very committed to provide a quality service; it is gratifying for us to know that you enjoyed your room, our different restaurants and also to know that you had the opportunity to know more about this area for example Tulum and Chemuyil, thank you very much for you appreciation.

Will be a truly honor host you again and make you repeat the Paradisus Experience.

Alan Becerril
Quality Manager
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
#13 Top resorts Hotel in Playa del Carmen
#16 Romantic Hotel in Playa del Carmen
#16 Spa Hotel in Playa del Carmen
#17 Luxury Hotel in Playa del Carmen
#18 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: 394
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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