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IBEROSTAR Paraiso Del Mar
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Reviewed March 15, 2014

We had a wonderful week at the Iberostar Paraiso del Mar. Our 5th trip to the Mayan Riv, different hotels each time, this was our favourite. Brought our two older daughters who stayed in a seperate room, great place for youger families too. All staff were very friendly, always very available and eager to help. Lots of choices for sun or shade and loungers around the pool and tons on the beach. Pool area was clean clean clean. Always someone sweeping, trimming & picking up. Mexican al carte restaurant had a great menu, The Gourmet restaurant - not so much. Our room safe was broken, asked to have it fixed a couple of times but it was never looked after. luckily we could use the one in our daughters room. They put our rooms close together thankfully.
We found ourselves in the lobby bar every night and give a special thanks to Coretty the waitress in the lounge, she was awesome and looked after us so well, we'd come back just for that!. Oh ya, the magic show was astounding. Don't miss it.

  • Stayed: February 2014, traveled with family
    • Value
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Review collected in partnership with Iberostar
1  Thank LizzyE56
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at IBEROSTAR Paraiso Del Mar, responded to this reviewResponded March 21, 2014

Dear guest,

First of all we would like to thank you for your recent visit to Mexico.

It is great to welcome your review and your amazing comments regarding our food, facilities and the service provided by our Staff. We really appreciate that you mentioned the outstanding and friendly service of Coretty, we will share your review with her and congratulate her for her great job.

We have already forwarded your feedback regarding the Gourmet restaurant to our Executive Chef, please be sure your comments will be taken into consideration.

We apologize for the inconveniences with the safe at the room; we will look into this situation to make sure our departments respond in the required time and to avoid this inconvenience.

We look forward to welcoming you back in the near future; it would be our pleasure to provide you with another IBEROSTAR service experience!

Sincerely,

Quality Manager
IBEROSTAR Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 15, 2014

My family and I stayed over the march break, 2014. The hotel staff were generally friendly, although we had an issue upon check on as we hadn't printed our hotel voucher to present to them. They had all of our info and passports, but the lady insisted on presenting her the voucher. Finally I asked if we need to fly back to Canada because we don't have the voucher, and she then checked us in. Also, we were told that she didn't have any towel cards to give us and that we had to come back the next day to get them. It would have been nice if they delivered the cars to us, since they are in the customer service business and claim to be a 5 star resort. The room was generally clean, although there were some bugs crawling around in the bathroom and the sink was clogged. We asked to have the sink repaired the first day we arrived, but it never was. I secured a tee time by email at the golf course on the resort to play with a friend that was at another resort, but they had no tee time registered and didn't have a shuttle available to pick up my friend...very unorganized. Needless to say, we didn't play the round. Also, we asked for pots of tea for breakfast, and they only had one tea pot available...a 5 star resort with one tea pot? There are definitely little things they can improve on to make their guests experience go from good to great.

  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
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Review collected in partnership with Iberostar
Thank DSavv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at IBEROSTAR Paraiso Del Mar, responded to this reviewResponded March 20, 2014

Dear guest,

On behalf of the management we would like to thank you for choosing IBEROSTAR for your vacations and also for sharing your comments with us.

It is important for us since this presents us an opportunity make sure our guests enjoy a fantastic stay. We regret to know that your experience did not live up to your expectations. We have shared your comments with the Front Desk to avoid these situations and to be sure everyone offers an outstanding guest service.

We apologize for the room issues, usually when we have a report from a guest we sent the maintenance department to verify it. We will share your feedback to reinforce the service and the response times.
We truly regret to know we did not fully satisfy you as we strive for excellence and wish to please all of our guests in every way.

We hope to have the opportunity of welcoming you back again in the near future to have the chance to change your impression of IBEROSTAR and prove to you our true commitment with guests’ satisfaction.

Sincerely,

Quality Manager
IBEROSTAR Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 14, 2014

My daughter and I recently returned from 6 days at the resort. We had a fabulous time and we praise the staff for being so accommodating and willing to please. Although I wouldn't rave about the food selection, there was always an abundance of fresh fruit and salad. We could always find a restaurant open at any time or any place...pool area, beach or lobby. The Star Friends staff were outstanding. They were always entertaining and willing to please. They are such a nice and fun group of people. Even after the show in the evening, they were pulling members from the audience to salsa dance or participate. Then, they continued on to the Galaxy Disco in the "shopping center" later in the evening (it opens at 11pm) for more dancing and crowd dance participation. I love to dance to current hip hop music, so I was in heaven. The Star Friends staff would mingle and get everyone to participate and have fun. They truly are a hard-working group of people and so good at what they do. I would return to the resort just to enjoy their enthusiasm. They were all wonderful and so outgoing. I can't say enough nice things about the entertainment staff....Yeya, Manse, Modai, Javier, Raul, Gabriel, Luis, Rigo, Alex, Ernesto and Tony...they were all outstanding!!
The grounds were very well-kept as were the rooms. The waiters were great and attentive too. My only complaint was that when you needed to speak to the concierge for anything, you had to wait in a long line which took forever until you gave up. They definitely need more people to handle concierge issues. Also, it was very difficult to find unoccupied chairs at the pool that weren't being "saved" all day by a towel. At the beach, you could usually find a chair -maybe not with shade. Again, we did have a wonderful time, great weather, entertainment and lots of fun dancing!!!

  • Stayed: February 2014, traveled with family
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Thank frefro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at IBEROSTAR Paraiso Del Mar, responded to this reviewResponded March 20, 2014

Dear guest,

First of all we would like to thank you for choosing IBEROSTAR for your vacations.

We appreciate you took the time to share your nice review with other travelers. We are more than glad to know that your experience was amazing and that you were amazed by the service and outstanding quality of the employees at IBEROSTAR.

We will forward your comments to our Staff members and the people in charge of the departments since they will be thrilled to read them.

We sincerely hope to welcome you back in the near future and enjoy again another amazing stay with us.

Sincerely,

Quality Manager
IBEROSTAR Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 13, 2014

We have recently returned back from the Del Mar for our honeymoon and overall we had a fantastic time. I will give you our honest opinion regarding the important points.

Hotel – The grounds and buildings are kept immaculate and they are always cleaning and tidying the areas. There are plenty of seats around the lobby for the bar although this can get busy in the evening however the waiters will normally come to you within minutes. The shuttle bus does come round very frequently but we never used it as we liked to walk off the lovely meals we had.

Rooms – Our room was well maintained and kept clean with towel and bedding changes regularly. The TV is mainly in Spanish but eh I don’t come away to sit and watch the norm.

Food – We found the food to be excellent and cannot understand the previous reviews regarding the same food and it being only warm. No such thing while we were there, instead there was always chicken, pork, beef and fish cooked in a sauce or roasted and probably 2-3 variations of each meat. You also had the usual pizza, pasta and burger stand. The chefs obviously take great pride and care in their work as this showed.

Beach – Directly in front of the hotel the sands were kept clean and tidy but if you walked 100mtrs each way the rubbish was piled with nobody clearing it up. The water was the dirtiest we have seen in the Caribbean with bags, tissues etc floating in the water. The undercurrents are there so be careful with any young ones. There is only 1 bar on the beach and again during the afternoon it gets busy with queues 4-5 people deep sometimes but the staff soon get to you.

Entertainment – The team are there if you want to participate but are not pushy so it’s up to you how much you do. The evening shows, especially the Boogy disco night, are very well put together with professional dancers and a great live band.

Themed Restaurants – We did all of them and they are all fantastic and themed accordingly with good taste.

Last few points - The hotel was mainly for the American & Canadian guests so prepare yourself for plenty of ‘ awesome, yeah’ shouting. There is no Thomson rep on site you have to ring her up to come and see you.

Room Tip: We were in block 17 which is central.
  • Stayed: February 2014, traveled as a couple
    • Value
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Thank tonk40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at IBEROSTAR Paraiso Del Mar, responded to this reviewResponded March 20, 2014

Dear guest,

On behalf of the management we would like to thank you for choosing us for your recent stay and for celebrating this special occasion with us.

We are truly happy to know that our service was outstanding and that you enjoyed an amazing stay with us in the Riviera Maya. We have shared your feedback with our management and our Staff to make sure they all receive this nice review.

We are pleased to know that everything went amazing while you stayed here and we sincerely hope to welcome you back in the near future for another amazing stay.

Looking forward for your next visit!!

Sincerely,

Quality Manager
IBEROSTAR Mexico

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 12, 2014

My wife and I spent March 2nd thru March 9th at the Iberostar Paraiso del Mar resort. We spent a week at this same resort two years ago with our two adult children. We were joined on this latest trip by some very dear friends who had never traveled to Mexico before. We can't say enough about the hospitality at the Iberostar resorts. We stayed at the Iberostar Quetzal near Playa del Carmen in 1998.

We notified the resort by e-mail before our arrival that we would be returning guests. This garnered us a bit of VIP treatment. For starters, the message board in the lobby welcomed us back. We hadn't been in our room five minutes after checking in, and a plate of fresh fruit was delivered. The next day, we received a small bottle of tequila in our room. Later in the week, we returned to our room late afternoon and found a couple of Iberostar t-shirts. Management really showed their appreciation that we chose to stay with them again.

First, the grounds are maintained immaculately. The grass is cut regularly, the landscaping is always being tended to, and the walk paths are always clear of any debris. The rooms are very well maintained, with fresh towels daily, and the refrigerator is always kept stocked. The housekeeping staff uses bath towels to create a variety of animals with little stickers for eyes and mouths, and adorned with flower petals. They leave a different creation in your room each day.

The wait staffs in all of the restaurants are very attentive to guests needs. The waiters and waitresses really hustle, and make your dining experience very enjoyable. The ala carte restaurants, of which there are roughly seven at this resort, each offer a unique dining experience, for which reservations are required at all of them. The variety of food and drink in the main dining room, open for breakfast and dinner, is exceptional. There are salads, breads and rolls, a wide variety of entrée items, and plenty of fresh fruits and vegetables. A variety of fruit juices and coffee is always available. Red or white wine is available at dinner in addition to various soft drinks and coffee.

Lunch is served at the dining area located between the pool and the beach. There are also beach side grills serving lunch every day. The dining area between the pool and the beach is also open for breakfast each day.

Iberostar resorts feature a group of young people, roughly 10-12, known as the Star Friends. The Star Friends begin their day around 10:00 AM, and they provide much of the entertainment and lead the variety of activities each day. These activities include water aerobics in the pool, beach volleyball, archery and shooting, bingo games, horseshoes, and ping pong tournaments. These young people really work hard at offering the guests a wide variety of activities to participate in throughout the day. Then in the evenings, they perform at the nightly stage shows in the theater. The Star Friends are probably the hardest working employees at the resort, and they're always wearing a smile.

The pools at the resort are extensive with plenty of chaise lounges, palapas for shade, and even covered hanging beds. Guests can always find a poolside spot to stake out for the day. There are two large pools, each with a swim-up bar. There are also a large number of chaise lounges and palapas on the beach. The beach is very inviting for swimming, or to just cool off when sunbathing. There is beverage service available during the day at the resort edge of the beach area, where the lunch time grills are located.

In essence, this resort offers so much for its guests. Whether you're interested in total relaxation, or participating in the variety of activities, or a mix of both, this resort will satisfy nearly any type of vacationer. However, this is NOT an adults only resort. Families with children are welcome, and there is a separate kids area at the pool, staffed all day by Star Friends.

We highly recommend this resort to anyone looking for a relaxing, worry free vacation!

Room Tip: All of the rooms are laid out the same way. Each has a shower, and some have the shower over a tub. Each of the rooms has its own private balcony, and the first floor balconies are provided privacy via the surrounding landscaping. A room centrally located between the beach and the front lobby area is something we always ask for. It keeps you from having to walk too far in either direction. Rooms with an ocean view are available at an additional cost, but we've never elected to pay the up charge, because we're typically in our rooms only to sleep and shower. The remainder of the time you're out and about the resort.
  • Stayed: March 2014, traveled with friends
    • Value
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4  Thank Mark M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at IBEROSTAR Paraiso Del Mar, responded to this reviewResponded March 20, 2014

Dear IBEROSTAR guest,

On behalf of the management and the IBEROSTAR Paraiso del Mar Staff, we would like to thank you for choosing us again for your vacation.

We are truly happy to know that you chose us again for your vacations in Mexico and that one more time we offered an exceptional service and great facilities. The Staff and management would be thrilled to read your review. Your comments are of great motivation for our Staff.

It would be a pleasure to host you again in the near future to provide you with another incredible experience.

Sincerely,

Quality Manager
IBEROSTAR Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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