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“The greatest Spring Break EVER!!”

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Paradisus Playa Del Carmen La Esmeralda
Ranked #30 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed March 18, 2014

I can't think of a better spring break than the one we just returned from at the Paradisus La Esmeralda! This was our families second time to the property and the other families first! 4 adults and 7 kids..our needs are many! The staff recognized us as returning guests and treated us like royalty! The resort facilities, food, staff, attention to details and overall experience were second to none!! Oliver and his staff ensuring all your needs are being met, Israel at the cabanas taking great care of all the families, Carlos on the beach always making sure you were taken care of and Iban in the buffet breakfast taking care of your every need makes this resort stand out above all others! We all can't wait to head back next year!

The rooms were spectacular! Both families in our party stayed in a two bedroom mast suite and it was fantastic! Plenty of room, tubs on the two balconies, great sound system, luxurious bedding and beautifully designed bathroom(s) and showers! The frig was always packed with drinks and snacks for the kids and the maid service was impeccable!

The pools, bar, pirate ship and beach areas were the greatest! Crafts, salsa lessons, water aerobics, ping pong, not to mention delicious drinks and food!! All perfect!

The restaurants were all great! The kids all had options at night regardless of the fare and we all enjoyed the variety and tastes at every meal!

The entertainment at night is also spectacular! The shows are performed in a great intimate setting, which allows all those in attendance to be up close to the action! The talent is unreal! Acrobats, dancers, singers, Elvis and Michael Jackson..all fantastic!

Head to the Paradisus La Esmeralda! You will not be disappointed!

Room Tip: Upgrade to a One or Two Bedroom Master Suite! The Luxury Junior Suites are also very nice!
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  • Stayed: March 2014, traveled with family
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2  Thank Billy 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 reviewResponded March 19, 2014

Dear guest,

Thank you very much for your review and for your loyalty at Paradisus brand.

We gladly receive our guests´ comments after living the Paradisus experience.
We are pleased to know you enjoyed all the facilities, the food and beverages at all our restaurants and bars, the pools , the entertainment at night, the life enriching activities and the warm service provided by our staff. We appreciate you highlighted the special attention provided by Oliver, Israel, Carlos and Ivan. They will be informed about your kind words expressing they were your favorite employees from the whole trip.

We are proud that you and your family have had a memorable stay at Paradisus Playa del Carmen La Esmeralda and we will be waiting for you with the open arms for your next pampering getaway.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,974 - 3,980 of 7,715 reviews

Reviewed March 18, 2014

Let me first start by saying, part of the issue was on our travel agent, but I am reviewing based on their response to our issues. We arrived during the February break to find out, even though we had a confirmation number, they did not have a reservation for us. Their response was, we would be happy to escort you to a phone to call your travel agent. After questioning them if they had a room, they said a much smaller one.
We called our travel agency, and they were working on it. It took about 3 1/2 hours to come to a resolution. The person we were first working with at the front desk had said there will be a shift change and to speak with the manager (and gave us her name) in an hour. When we approached her, she had no idea what was going on, and the former staff member had left already.
They also took our luggage when we arrived, so we were still in our clothes from the plane. I had my 2 boys who would have loved to take a dip in the pool, but that was not an option. They did allow us to eat lunch (in this all inclusive restaurant) while we were waiting.

After some time, we had a room, again much smaller than what we had wanted...we asked for a King bed suite, and we got 2 double beds. My very tall son had to sleep on a non pull out couch for the week we were there.

I am all for eco friendly, but the air conditioner did not cool the room. It was very warm every night and made it even harder to sleep in the close quarters. But, they had no problem taking all 4 bath towels every day and replacing them with only 3. Their cleaning people did not speak any English and in order to get another towel, I had to call every day back to the front and request it.

The food was okay. It is an all inclusive, so it is relatively mass produced. They do have restaurants, but you need to make reservations ahead of time.

When making the reservation with our travel agent, I very specifically asked if we would be asked to sit in a "time share" presentation. She assured me that they don't do that. That is indeed not true. We found out that everyone is suppose to be assigned a "concierge" whom is responsible for helping you book restaurant reservations, spa treatments, etc. Well, they are there to entice you to listen to the "opportunity, not time share" presentation. Another 2 hours taken from my vacation of their "non high pressure" sales pitch.

They also had a few weddings planned while we were there. The problem is it was on the access to the beach, which meant it was closed for at least an hour at a time. There was no signs letting you know when it will be closed and when you would be able to access again. After being separated on 2 occasions from my family on the beach, I finally found out that there is another access about a 10 minute walk through the "adult only part".

The main workers; some are very friendly and some are just not. They really do not make you feel as if they value your business. If anything, they almost seem resentful, like they are not getting paid enough for the amount of work they do.

Their spa is beautiful and they give great massages, but they are very expensive. If you do book a spa treatment, make sure you go early and utilize the pools, sauna, etc.

The Merengue lessons were fun, but in the adult side. My boys loved the pool and the beach, and I had a hard time getting them off the beach volley ball court.

The resort is only about 2 years old. Given that, I would hope that the resort looked fairly clean. Overall, It was okay.

  • Stayed: February 2014, traveled with family
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2  Thank Christirdh
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 reviewResponded March 20, 2014

Dear guest,

We appreciate you decided to share your point of view about your stay at Paradisus Playa del Carmen La Esmeralda.

Your opinion for us is as important as all our previous guests’ reviews. We are sorry to read we were not able to succeed your expectations due several aspects.

We have sent your comments to the corresponding managers in order to take them under consideration and improve their procedures and customer attention at the mentioned departments. As you may know, when a hotel is at its´ highest capacity, occasionally flaws may occur and unfortunately you experienced some of those.

On the other part, though considering the price of treatments at the spa were a bit high, we are pleased to know that you had a time to relax and enjoyed your massages in our beautiful YHI Spa and also that you liked the food in most of our restaurants.

Please accept our sincere apology. It would be fantastic for us if you could give us another opportunity to host you in the future.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 18, 2014

At first I was not too crazy about this place but we ended up liking it very much. About 75% of the pools were “semi-private” for the people with swim up rooms only leaving 2 average size pools for the majority of the people. This was not what I would consider a ‘Beach Front” property as you could not see the beach from the resort and only had one route to get to the beach which was on the opposite side of the resort from our room making it a good 10 minute walk. The people there where very nice but we found ourselves constantly having to fight off the folks trying to get us to sit in on a time-share presentation. The rooms were very nice, the resort was very well maintained and clean, and the restaurants were good (we ate in 6 different restaurants and 2 were very good, 3 were good, and 1 was average). The beach area was nice but was right next to a public beach which was crowded on the weekends. It seemed like it was used mostly by very nice local families but I would not let the kids wonder there without me being with them. (They did have armed guards there from time to time) All in all this was a very nice place and we had a great trip. Even though I probably would not go back to this resort myself, I would recommend it to others.

  • Stayed: March 2014, traveled with family
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Thank Doug 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 Esmeralda, responded to this reviewResponded March 19, 2014

Dear guest,

Thank you for taking the time to write a review from your stay at Paradisus Playa del Carmen La Esmeralda.

We are sorry to read that sometimes you have felt pressured to take the Melia Club presentation, be assured that your comments will be sent to their supervisors in order to take appropriate corrective actions.

On the other hand , we are glad to read that you really enjoyed the facilities of our resort like the rooms , the restaurants, the pools and the beach. It is really heartwarming that you could appreciate those aspects of our Paradisus brand.

Thank you for your recommendation to future Paradisus guests and it would be a pleasure for us to host you again in the near future.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 17, 2014

We just returned from a week long vacation with my 18-month-old / baby moon with twins on the way. The resort was very lovely. We arrived a bit late - 6PM in the evening so we didn't get the full on introduction of the resort, which was fine as we were all exhausted after 10 hours of travel. We stayed in the Family Concierge which gave access to a family pool and outdoor restaurant - Hydro Grill. Our personal concierge was Manolo, who was very attentive to our needs.

We only went to the restaurants that allowed children and had a great experience with them all. The quality of the food was fantastic and they also carried children's menus too. Naos, The Market, Vento, Bana (Teppanyaki and sit-down) were great, but we weren't a big fan of Mole, mexican cuisine.

One thing that we did notice and that could really affect the pool experience are the cabanas and lounge chairs. There are signs on the cabanas that they cannot be reserved and if unattended longer than 30 minutes, then security can remove your belongings. Well, every cabana was reserved by 6AM with folks putting towels, glasses, books, you name it to claim it. I woke up a few times by 7AM and everything was gone! Some people didn't even show up until 10-11 in the morning even though they "reserved" it. Well finally on the last day, my husband was so determined to get a cabana that he went down to the family pool at 2AM and put down some toys. LOL! We arrived to the cabana at 8AM and were the firsts to the pool. Later though out the morning, security and management started to enforce the unattended policy and started removing personal belongings. That created frustration amongst those who left there belongings there, only to find them gone when they returned. Anyhow, if they don't really enforce it, I'd recommend getting up very early to get a good spot.

I would highly recommend this resort for families with little kids as they definitely cater to families. The resort is upscale, clean, staff is very professional and attentive. It was one of the best trips we've taken to Mexico.

Room Tip: Get the top floor overlooking the pools unless you want complete privacy. We had room 3312 which ha...
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  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank ValerieCal
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 reviewResponded March 19, 2014

Dear guest,

We are pleased to read that you had a wonderful family vacation at Paradisus Playa del Carmen La Esmeralda –Family Concierge.

Thank you very much for your observation about the pool area and the cabanas, it is very important for us to know from our guests our areas of opportunity and be able to improve and change in order to give you unforgettable experiences.

On the other part, we will communicate your recognition to Manolo for his amazing provided service, inviting him to keep pampering or guests the way he did it with you.

Thank you very much for you recommendation and remember that Paradisus will be waiting for your return , now with your twins. Congratulations!

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 17, 2014

We had a couple of glitches in our room but they handled things in a timely manner and were very polite and kind. We had a nice time, especially on the beach. The Buffet type of food was enjoyed by us more than the order kind, maybe what we ordered just wasn't what we were expecting.

  • Stayed: January 2014, traveled as a couple
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Review collected in partnership with this hotel
Thank Melissa B
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 reviewResponded March 19, 2014

Dear guest,

First of all, we would like to thank you for letting us know about your experience at Paradisus.
We are pleased to know you had a nice time and you enjoyed the food at our buffet and the service of our kind staff.

Thank you for your kind comments and observations and for granting us with the opportunity to host you again.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 17, 2014

Very nice place to relax and enjoy with your family. Kids can be easily watched and services are well designed for all ages. The staff are very helpful. We took a 2 bedroom suite since we have 2 kids our 2 grandparrent and loved the space!


  • Stayed: February 2014, traveled with family
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Review collected in partnership with Melia Hotels International
Thank Marc R. B
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 reviewResponded March 19, 2014

Dear guest,

Thank you very much for your review from your last stay at Paradisus Playa del Carmen La Esmeralda.

We gladly receive our guests´ comments after living the Paradisus experience. And we are pleased to know that you and your family had a relaxing time and you enjoyed all the facilities, the food at our restaurants , the rooms and the helpful service provided by our staff.

Once again, thank you very much for your notes and will be waiting for your return to this little piece of Paradise.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 17, 2014

The experience was amazing. The service was fantastic, the rooms and hotel were lovely. The food was super. The hotel smelled and felt like a spa (not in an overpowering way, very subtle). The choice of restaurants, bars and entertainment was enough to keep us in a different venue every day and night (we were there 5 nights) Our favorite person was Carlos who was the waiter on the beach. He went above and beyond our expectations and with a group of 56 he had to work hard! But he kept us happy and smiled the whole time! Cheers to Carlos and the Paradisus Playa Del Carmen!

  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International
Thank Preston B
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 reviewResponded March 19, 2014

Dear Guest,

Thank you very much for sharing your experience at Paradisus Playa del Carmen with us and with future tourists on Trip Advisor.

We are glad to read you had an overall pleasant stay with us while you enjoyed our LUXEclusive plan with the variety of restaurants, bars, activities, entertainment options, facilities and the warm service provided by the staff, especially from Carlos . We are proud of him as committed person to his work.

After living the Paradisus experience, we hope you consider staying with us during your upcoming vacations at the Mexican Caribbean.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda

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

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
#7 Family Hotel in Playa del Carmen
#16 Top resorts Hotel in Playa del Carmen
#21 Spa Hotel in Playa del Carmen
#24 On the Beach Hotel in Playa del Carmen
#25 Luxury Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
Price Range: $309 - $1,896 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Paradisus Playa Del Carmen La Esmeralda 4.5*
Number of rooms: 488
Official Description (provided by the hotel):
Set on the beach and surrounded by mangrove trees, Paradisus Playa Del Carmen La Esmeralda is an all-inclusive four Diamond resort with its promise of all-inclusive fun and LUXExclusive experience designed with the entire family. All suites feature a private balcony or terrace and include air conditioning with climate control, free Wi-Fi, 24-hour room Service, cable TV service, Minibar, in-room safe, complimentary toiletries, bathrobes, living area with sofa and a coffee maker. Services for relaxation and pampering include a YHI Spa, a hair salon ($), 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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