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“Excellent family vacation”

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Paradisus Playa Del Carmen La Esmeralda
Ranked #33 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
New York City, New York
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Excellent family vacation”
Reviewed April 26, 2014

We spent a week at Paradisus la Esmeralda in April 2014. Our stay started with a few hick-ups: we arrived very late and our two kids (ages 6 and 4) were asleep. The lock of our room did not work, it took a while for the security staff to fix it and they delayed delivery of our luggage. However, the management apologized and compensated us fairly for this inconvenience. After that our stay was amazing. We got the family concierge service, which I would highly recommend. Our concierge was Virginia, and she did an excellent job throughout our stay, helping us with restaurant reservations, items in our room, transfer bookings, making surprises for our kids, such as a wonderful bubble bath, cookies, treasure hunt, etc. I would also highlight Ivan, who helped us through the issues upon our arrival, and Gerardo, the manager, who handled the matters very promptly and professionally. I also wanted to point out the staff at the kids club, who created an unforgettable experience for our kids. It was the actions of the above individuals who turned this vacation from a rough start to an experience worthy of a 5 star rating.

Now, the specifics: I will not describe the resort - there is plenty of that in other reviews. But I will share some of our impressions and comments.

Rooms: Very new and well maintained (resort was built in 2011). We traveled to a number of all inclusives in Mexico/Caribbean - these were by far the best rooms we've seen. We had a one bedroom suite, but I saw other rooms - they were quite nice too.

The pool: There is a main pool and the family concierge pool. Both are nice. The family concierge pool is quieter and less crowded. Some reviewers complained about not being able to find chairs/umbrella and other guests reserving them early. We were staying during the high season, so this was indeed an issue. By 9am it was hard to find a good space near the pool. However, the staff went above and beyond to help in bringing chairs and setting up an umbrella. Israel in the concierge area deserves an honorable mention.
About "reserving" the chairs/umbrellas by leaving your stuff on them. Every single resort we've been to has a policy against that. And in each case it is completely unenforceable. This is not a resort's fault. It is just impossible to enforce. Is it ok to leave your stuff on the chairs to go to the bathroom? I suppose it is. Is it ok to do the same and go for 20 min to the room to change? How about a quick meal at the bar? There is no objective time limit and the resort staff is in no position to enforce it. It is up to the guests to be reasonable, and you will see those who are and those who are not.
Bottom line - in the morning it was certainly possible to get decent chairs by the pool. But for those who ventured out of their rooms at 11am it was indeed an issue.

Beach: It is a bit narrow and once you enter the water, there is about 20 feet stretch where you can't see the bottom... and yes- there are some rocks, seaweed, etc. But this is part of the nature, I think they try to clean it to the extent possible. There is a public beach next to the resort, it is bigger and we went there for a swim on a few occasions. I played some beach volleyball there - animation staff was great in both organizing and participating.

Food: I found it to be very high quality for an all inclusive resort. We live in New York City, so we are not deprived of good restaurants. But we certainly did enjoy the meals at Paradisus. Especially the grilled items. We liked "the Market" restaurant the best - it is in open air and you get some nice breeze from the sea.

Kid's club: Our kids have greatly enjoyed it. They have 2 groups: under 5 and 5 plus. THe younger group stays indoors, the older group has a variety of outdoor activities. THe club is also open in the evenings until 10pm - something I never saw in other resorts.

Overall - this was an amazing family vacation. We wanted to extend by a couple of days, but the airline was not nearly as cooperative and friendly as the resort staff. We will return next year!

Room Tip: Try to be closer to the family concierge area (if you are getting this service). Otherwise try to be...
See more room tips
  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank db0001
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, April 29, 2014
Dear guest,

First of all ,thank you for taking the time to share your Paradisus - Family Concierge experience with us and with future guests. We are glad to read that you and your family had a pleasant stay with us, while all of you found what you were looking for: fun, relaxation, food quality and variety, comfort, warm service and a unique place where all mentioned gets together in one place.

As well, we are glad to receive reviews from our guests where there express their gratitude to some of our staff members that were a significant part of their complete experience, like Ivan, Gerardo and Israel at the Family Concierge section. All of them will receive your notes to motivate them to continue pampering our guests.

It would be an honor for us to receive you again at Paradisus: your home at the Riviera Maya.

Santiago Rivera
Hotel Manager
Paradisus Playa del Carmen La Esmeralda
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    4.5 of 5 bubbles
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Fort Vermilion
1 review
Reviewed April 26, 2014

I am so glad that my first visit to Mexico was at this resort. Although I had choices of restaurants I always had an amazing experience at Naos. Staff there were very attentive especially Ricardo, Lucero and Adelaido who made the dining experience so wonderful. Room was great and I would definitely visit this resort again.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Joanne S
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, April 28, 2014
Dear guest,

We can read between the lines from your comment that you were even smiling when you were writing your review.

We are happy to know that your family and yourself were able to live the Paradisus experience and you loved it. Ricardo, Lucero and Adelaido have been informed about your recognition to their amazing job. All of them are a true example of the warm service we strive to provide every day in our resort.

Please remember that in Paradisus you will find your home away from home in front of 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.
Montreal, Canada
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed April 26, 2014

Stayed here for a family vacation with 3 and 5 year old. The hotel grounds are spectacular and the rooms spacious and very accommodating. The staff waits on you hand and foot and you really feel that they care about your guest experience. There are numerous restaurants and the food was great in every single one (thanks to our concierge Juan Carlo for getting the reservations in place). There is wifi everywhere (even at beach) with decent speed for Mexico which is great to stay connected. I didn't stay at family concierge area and I am glad I didn't because the kids wanted to play in the main pool with pirate ship (which family concierge pool did not have) the whole time anyway. The kids club was excellent and open til 10pm which was great for having quiet adult suppers.

The only real negative for this hotel is the beach and the fact that it was quite a long walk from room to the beach. There is no natural shade from palm trees (as there is in Playacar to south of Playa del Carmen) and there are rocks and brown water. Interesting if you walk south 5-10 minutes the water is crystal clear. A couple of more bewares:
- our reservation was made in USD and we were charged in Mexican pesos which ended up driving up cost $200 due to commissions taken at hotel and credit card company for foreign exchange. Complaint was made to hotel but I have yet to receive response.
- there is a MXP and USD bank machine. The MXP one did not accept my Canadian bank card and USD one was charging fee of $36 to take out $300. I know the bank machines are not hotel property but they surely could negotiate to have machines with reasonable fees.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank Joseph S
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, April 28, 2014
Dear guest,

First, thank you for taking the time to share your Paradisus experience, and for letting us know your opinion about some aspects we have to work on.

We are sorry to read about the details with your bill and the ATM, please be informed that as a different country our fees policies and exchange rate may be different from yours and may also depend on the bank, but we will verify your situation in order to provide you the best service.
You will be contacted to your personal account to clarify this matter shortly.

On the hand, we are glad to know that you have taken advantage of all the facilities, tasted some delightful meals at our restaurants, enjoyed the spacious rooms and your kids had a great time at the pirate ship pool without excluding the warm service that the staff provided every day, especially from Juan Carlos, be sure he will receive your notes.

We hope that these issues aside you would be willing to return and we hope to have the privilege to host you once again in a 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.
Playa Del Carmen
1 review
Reviewed April 24, 2014

We just got home from a wonderful trip to Mexico with a group of almost 40 for a wedding. We were treated amazing! Carlos at the Gabi Club was particularly excellent and he took care of us every night. The food was outstanding and the resort never felt too busy. There were plenty of chairs by the pool or beach and no lineups for meals. I would absolutely go back, and I wouldn't hesitate to take kids. The kids side looked so fun with bouncy castles and activities daily. The pirate ship pool also looked like a blast!

  • Stayed April 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank Kelly S
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, April 25, 2014
Dear Guest,

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

We are glad to know that you and your wedding group had a great time at the resort and you enjoyed the restaurants, the pool area and were treated amazing. The service provided by our attentive staff made that possible and we are proud of all of them as committed people to their work, specially Carlos, who took excellent care of you and he deserves to know he was an important part of your holidays.

Thank you very much for your notes and we will be waiting for your return this Paradise at Paradisus!

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.
Kansas City, Missouri
Level Contributor
15 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 24, 2014

Perfect place for both the parents and the kids. Luxurious enough for the adults to feel pampered and enjoy while the staff and hotel go out of their way to make an unforgettable vacation for the kids. We would return in a heartbeat for more fun!

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank leahrock
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, April 25, 2014
Dear guest,

We appreciate your concrete review from your Paradisus experience, affirming that you and your family had a wonderful stay with us, enjoying our facilities , the service of our staff and everything offered at Paradise.

We would love to host you again in the 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.
Playa Del Carmen
1 review
Reviewed April 23, 2014

Though we did experience a confrontation at the front desk upon arrival due to rooms not being as requested, the issue was resolved and we had a wonderful stay with our family. The staff was exceptionally pleasant, and willing to do whatever necessary to ensure we were taken care of. The pool concierges Elizabeth and Ximena, and the pool bartenders Angel & Marcos were the hardest working crew in town, and never failed to show a smile or tend to anyone's needs. It was truly a pleasure meeting them and spending time with them.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank Jeffery 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 review, April 24, 2014
Dear Guest,

Thank you for your feedback from your recent stay with us.
Despite the slight issue that you had at the beginning of your holidays, we are pleased to read that your overall experience was wonderful.

We will transfer you recognition to Elizabeth ,Ximena, Angel & Marcos ,they took excellent care of you at the pool area and they deserve to know they were an important part of your holidays.
We will be pleased 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.
New York City, New York
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed April 23, 2014

One of the best places in Mexico, that I have been to. Restaurants & the quality of food was great. My whole family had a great time and were very sad to return home. We had a swim-up suite, which the kids were thrilled about. Amazing place.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
Thank Deepak Dushant D
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, April 24, 2014
Dear Guest,

Thank you for providing a concrete review from your great experience at Paradisus. It is great to read that you enjoyed the amazing rooms and restaurant options. Every day receiving good comments like yours from our guest could mean only one thing: our effort is reflected in our guest´s satisfaction.

We hope to welcome you back in the future to make more travel memories!

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

Property: Paradisus Playa Del Carmen La Esmeralda
Address: 5a Avenida Esquina Calle 112, 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 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
#26 Spa Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
#27 Luxury Hotel in Playa del Carmen
#28 On the Beach 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: 512
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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