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Paradisus Playa Del Carmen La Esmeralda
Ranked #33 of 214 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Atlanta, Georgia
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“Please Read”
Reviewed September 22, 2013

Unfortunately we just got home, and am happy to say that we were very sad to leave Paradisus La Esmeralda. Was extremely concerned before we left, being a "germ a-phoebe" and having a sensitive stomach, then after reading some reviews the day before about people getting sick from the dishes not being washed well, or having water on them, I can say without a doubt that we didn't experience that at all - at least not on this trip. Never felt that any part of the resort was dirty or not sanitized. To our family it was spotless! Everyday the rooms were made up, fridge stocked and clean sheets and towels. The morning buffet was a delight and the smoothies seemed to be endless! Lunch by the pool was magnificent! The dinners were absolutely wonderful, the variety, portions and presentation was fabulous!

From the moment you walk onto the property, you are treated like royalty! The staff is so friendly and helpful (shout out to Maya at the front desk and Ariel, Jorge, and Jaiele from Club Melia). If you are lucky enough to get Ariel as concierge you will truly have a wonderful time. He was so great with our kids, and he went above and beyond to make sure we were happy. We miss him already, thank you Ariel!

The drinks are wonderful, the food is fabulous, and the entire staff is friendly. We even left our safe open one day and the maid called the security and had them come and lock it. NOTHING was taken!!!! We even felt safe with our kids being on the property and walking around without us, which is highly unusual for me. This is such a kid friendly resort and we appreciate all the extra accommodations made for them, like the trampoline budgie jumping!

To sum it up this was the best vacation ever and we cannot wait to go back. We're already telling people that this is the best place to go, everything was fabulous! Thank you for such a wonderful time!

Room Tip: Upgrade to a swim up room - well worth it!
See more room tips
  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank SmartAleck2013
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 Esmeralda, responded to this review, September 25, 2013
Dear Guest,

Allow me to express my gratefulness for selecting us to celebrate your vacation, and for sharing the impressions of your recent stay with us.

It is always a great pleasure knowing that we exceeded your expectations and that we were able to create such a unique holiday experience. Our top priorities are to provide the highest quality service and to show you how to embrace the experience of the Pure Freedom to Just Be.

We sincerely appreciate your kind comments about our facilities and the culinary experience we offer, but most of all we thank you for complimenting the service, as our team is the most important resource in our commitment to turning moments into memories for our guests. We will surely congratulate Ariel, Maya and Jorge in your behalf.

We hope this is the beginning of uncountable vacations at Paradisus Playa del Carmen La Esmeralda.

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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6,735 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (1,408)
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English first
Louisville, Kentucky, United States
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed September 22, 2013

This was not the prettiest resort I've ever stayed at, but definitely the best! We opted for the Family Concierge and it was like having your needs met before you even realized you needed something. Cintia was our concierge and words cannot describe how wonderful she was. Our grandkids returned to their room one afternoon to find a bubble bath filled with balloons and my husband and I to one covered with rose petals. The food was far better than what you find in a family all-inclusive. There was a mix-up one night about our dinner reservations and they gave our group a private room where the head chefs from 2 of the restaurants personally visited us and allowed us to order from multiple menus. One thing we appreciated was that food and drinks were available at the beach instead of having to walk back to the pool areas. The resort was extremely clean,as were the rooms and having 24 hour room service was great. We had a small medical emergency with one of our grandkids and the following day, employees that we had not even had any interaction with were asking about her by name. Really made us feel special. We have stayed at many resorts over the years and this is the first one that everyone in our extremely picky group said they would definitely come back to. Hoping to visit their new resort in Costa Rica.

Room Tip: Pay the extra for the family concierge level. You will be glad you did.
See more room tips
  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Service
Review collected in partnership with this hotel

Helpful?
2 Thank Margo C
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 Esmeralda, responded to this review, September 25, 2013
Dear Guest,

Thank you for taking some of your valuable time to post a review on Tripadvisor and for sharing your comments with us.

We are delighted to read that you spent the best time in our property. Our devotedness is to provide the highest quality service level beyond our guest expectations, and it is a real pleasure to learn we were able to exceed your expectations.

It is an honor for us to know that you have enjoyed all the benefits, services, and special amenities of our exclusive Family Concierge Area; also we are glad to read you enjoyed the dining experience we offer, which is one of our most important attributes.

We look forward to pampering you once again here in Paradisus Playa del Carmen La Esmeralda or in any other Paradisus, will be a real pleasure.

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 September 21, 2013

Mr.juan (manager) was great. He his efforts as a manger Are a reflection of what the team was there to do... They offered top notch service and quality ... THANK YOU MR. Juan !!!

In addition, Rafael deist , our server at the NAOS was amazing . He was always on point and offered the bet service

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Stillonvaca
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 Esmeralda, responded to this review, September 22, 2013
Dear Guest,

Thank you for having chosen Paradisus La Esmeralda Playa del Carmen as your holiday destination and for taking the time to share this review with us.

It is always a great pleasure knowing that we were able to create such a unique holiday experience.

Your comments made us even prouder of our staff, we recognize those who put everything to their day to day, we highly appreciate the love, care and dedication shown to their work; this is what makes us different and what makes possible to exceed our guests expectations. We will surely congratulate Juan and Rafael in your behalf.

We look forward to pampering you once 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.
New York, NY
Level Contributor
16 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed September 19, 2013

Visited Paradisus in December, and had an overall nice trip. Hotel is very nice, rooms are modern & clean. Spacious as well. A good number of food choices, and enough choices for our kids that made the week pleasant and not too repetitive. We did the Family Concierge option, which worked out well as it gave us access to the heated pool. The larger and more kid friendly pool wasn't heated, which during our visit wasn't ideal (it wasn't tragic either). The butler service was also nice and they made the kids very happy along the way with cookies/milk and bubble baths. Really thought the staff was great, and found a few of them to be exceptional. As I mentioned, our room was very nice, with a bedroom for ourselves and a pullout bed in the living area for the kids. A large dining table, and a spacious bathroom as well. The balcony was also large, with a hot tub that also saw some kid-focused bubble bath fun. One issue, which wasn't that bad, was our room faced the lounge outside the main buffet restaurant and it was a bit loud at night when they have music/shows in the space. I would be aware of that and ask for a different spot in the hotel next time. Didn't have to face any timeshare salespeople, so that was a bonus. In the end, a very nice trip and would likely return.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank VoyageFromNYC
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 Esmeralda, responded to this review, September 20, 2013
Dear Guest,

First of all, we would like to thank you for letting us know about your experience at Paradisus Playa del Carmen La Esmeralda.

It is an honor for us to know that you have enjoyed all the benefits, services, and special amenities of our exclusive Family Concierge Area; also we are pleased to learn you enjoyed our dining, options which is one of our more important attributes and to know that you enjoyed your confortable room.

Our main goal is the total satisfaction of our guests; is a real pleasure learns we accomplished that mission with you during your stay. We appreciate your kind comments and we hope this is the first of many more times we will have the pleasure to host you at the Riviera Maya.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Denver, Colorado
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed September 18, 2013

This resort is beautiful! AMAZING staff, friendly, helpful and funny! My family amd I were very pleased with the food, rooms and service. 5 stars! We will be coming back!
Thank you Usias, Edgar, Carlos Tuz, Runfri, and Sergio!!

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Quintana91213
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 Esmeralda, responded to this review, September 19, 2013
Dear Guest,

We would like to thank you for taking the time to share this review with us.

It is always a great pleasure knowing that we exceeded your expectations and that we were able to create such a unique holiday experience. We greatly appreciate all of your kind words and are thrilled to know that you had such an “amazing” time here at Paradisus Playa del Carmen La Esmeralda

As for the staff members you have mentioned in your review, we will make sure to pass on your kind comments to all of them, whom we are sure did everything out of love in order to make your stay unforgettable.

We hope this is the beginning of uncountable vacations at Paradisus Playa del Carmen La Esmeralda.

Alan Becerril
Quality Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
York, United Kingdom
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed September 18, 2013

This hotel is a truly fabulous experience from the moment you arrive, until the moment you leave.
There is everything you could think of and need. It is a beautiful, relaxing place to stay.
One thing I loved, which is just a small thing, was the incense that was burned on an evening alongside all the candles that lit up the walkways - it was just magical.
All the spirits and drinks were branded and you could have most things, including wonderful cocktails by the pool and beach.
Simply loved it!

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Natalie W
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 Esmeralda, responded to this review, September 19, 2013
Dear Guest,

Thank you so much for selecting us as a destination for your vacation.

Our top priorities are to provide the highest quality service beyond our guest expectations and to show you how to embrace the experience of the Pure Freedom to Just Be. We want to ensure that once you walk through our lobby doors, you’re able to relax and enjoy every moment of your vacation.

Thank you again for your value review and for visiting us and we hope to have the privilege to host you once again in a 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.
Naples, FL
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed September 16, 2013

Pros: SUPERB SERVICE, immaculate grounds, family friendly, beautiful beach

Neutral: courteous Club Melia salespeople (see note for more), decent food, unheated pools

My family of four with 2 school-aged children stayed in a one-bedroom, non-concierge swim-up suite. We visit the Cancun area almost yearly, always during low season. This is the first resort we've been to that doesn't seem to scale back when at low occupancy. All amenities were available and employees worked with meticulous detail to maintain the hotel. We found that if something was amiss, all we had to do was ask and the issue was taken care of promptly.

TIMESHARE: There are salespeople who greet you and walk the grounds who represent Club Melia, the timeshare-type portion of the hotel, but they are very polite if you decline a presentation. Just be aware that they exist and if you know you won't be interested, have your 'no thank you' speech ready.

THE BEST PART: My daughter celebrated a birthday during our trip and beforehand, I contacted guest services to see if there was something that the resort could do to make her day special. Jackeline Otero of guest services arranged to have a private hibachi dinner, balloons and a bubble bath on our lanai, a special dessert delivered to our room, and a hand written birthday card. Jackeline also noticed that my husband's birthday was a few days prior to our arrival, and had a birthday cake waiting for us in our room upon check in. When we unexpectedly needed a prescription from the pharmacy, Jackeline had it ordered and delivered to the resort within 30 minutes. I do feel that we lucked out by having Jackeline respond to my initial request (some people simply put more pride and effort into their work than others) - she really made our trip from great to exceptional. But I feel that everyone at the hotel was happy to oblige when guests made requests.

KIDSZONE: The girls who run the KidsZone are warm and friendly - they also surprised my daughter with a birthday gift. We didn't take full advantage of the KidsZone but did leave our kids while my husband and I enjoyed a quiet lunch or two. It's casual and not nearly the uber-strict American type daycare settings FYI.

SHOWS: The entertainment seemed amazing, we could hear the cheering if we went onto the lanai, but the shows run late (9:30pm Central) so my kids were always asleep by then.

BEACH: Not a lot of swimmable areas, but it is fairly clear and well-supervised. Lots of seating and umbrella shade with lunch and drinks served. The sand is powder soft and clean.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Tracy L
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 Esmeralda, responded to this review, September 17, 2013
Dear Guest,

We would like to extend you our gratitude for selecting us to celebrate your vacation, and for sharing the impressions of your recent stay.

It is always a great pleasure knowing that we exceeded your expectations and that we were able to create such a unique holiday experience. Our devotedness is to provide the highest quality service level, always focused on the total satisfaction of our guests.

Also, we would like to thank you for letting us to be part of this special moment, we are glad to read that you daughter had a memorable birthday filled of surprises; on the other hand we are happy to learn you enjoyed our facilities and to know that your little princess enjoyed the Kids Zone.

Your comments made us even prouder of our staff, we recognize those who put everything to their day to day, we highly appreciate the love, care and dedication shown to their work; this is what makes us different and what makes possible to create memorable moments to our guests. We will surely congratulate Jackeline in your behalf.

We hope this is the beginning of uncountable vacations at Paradisus Playa del Carmen La Esmeralda.

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 Esmeralda

Property: Paradisus Playa Del Carmen La Esmeralda
Address: 5a Avenida | corner Calle 112, Playa del Carmen 77710, 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 Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Green Hotel in Playa del Carmen
#12 Family Hotel in Playa del Carmen
#19 Top resorts Hotel in Playa del Carmen
#25 Spa Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
#28 On the Beach Hotel in Playa del Carmen
#28 Luxury Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Paradisus Playa Del Carmen La Esmeralda 4.5*
Number of rooms: 488
Official Description (provided by the hotel):
Set on the beach and surrounded by mangrove trees, Paradisus Playa Del Carmen La Esmeralda is an all-inclusive four Diamond resort with its promise of all-inclusive fun and LUXExclusive experience designed with the entire family. All suites feature a private balcony or terrace and include air conditioning with climate control, free Wi-Fi, 24-hour room Service, cable TV service, Minibar, in-room safe, complimentary toiletries, bathrobes, living area with sofa and a coffee maker. Services for relaxation and pampering include a YHI Spa, a hair salon ($), Wedding services, tours/ticket assistance and a business center. World-class facilities including Family Concierge ($), Fitness, YHI Kids, Kids Zone, Kids Club, Baby Club, Game Room, Life enriching experience, Kids Pool. The resort offers 14 restaurants to choose from which are open daily. ... more   less 
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Also Known As:
Paradisus Playa Del Carmen La Esmeralda Hotel Playa Del Carmen
Paradisus Playa Del Carmen La Esmeralda Riviera Maya, Mexico

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