My husband, 4 year old daughter and 9 month old baby stayed here 2 weeks at the end of April. Grounds are beautiful, well maintained, and pleasant to walk to and from beach and restaurants. Beach and pool areas nice but completely agree with many other infuriated people on here, the reservations of beds was ridiculous! We spent the first few days trawling round with two fed up children and a pushchair because other selfish guests had left towels and clothing to reserve beds. We were up and out early and there were literally no beds left, let alone in the shade! This is not at all monitored by the hotel despite signs everywhere saying this is not allowed! Biggest bug bear with this resort is the awful service, (the worst we have received anywhere and we have travelled the world!) and the many rude staff. We had to fetch our own high chair the majority of the time, find our own cutlery (teaspoons seem to be gold dust here) and wait all service to be offered drinks and then an age more for them to arrive. The staff the second week were slightly better and it is not fair to say this applies to all staff as there was a very nice waiter who took care of us the last couple of days (possibly a manager). However overall the service can be described as completely unattentive, shoddy, disorganised and in the case of the majority of staff, rude! When we did manage to get hold of somebody to find us cutlery etc or to order drinks, they made it clear we were putting them out! With regards to tipping, we did this for the first few days and it made no difference at all.
We had requested on our booking a low level room due to two children and a pushchair. We also emailed the resort this request and whilst we realise it was only a request, it wasn't granted. Therefore we spent two weeks hauling everything up 3 flights of stairs as they decided to put us on the top floor, this was impractical and extremely hard work. When we complained they offered us another room for around £500 extra! When we refused they said they could accommodate the next day another room but when we looked it was worse and in the noisiest shabbiest area by the pool.
Reception was another issue, nobody acknowledged us many times there to the point I had to walk off before I exploded at the sheer rudeness of the staff. When I did ask about ordering a shuffle to take us to the mall because my 3 year old had walked all day, I was told 'no, you walk! It's only round the corner!' (Not true) I was livid to say the least.
If you have a young baby take your own kettle to boil water. First time I have stayed anywhere in the world and not had a kettle in the room. Only a coffee maker which we couldn't use for baby's bottles as it tasted of coffee! We forgot our washing up liquid and nowhere on site sold it and the staff could not help and due to not being able to boil water we had to give our baby bottled water, which is not the best option for a young baby. After explaining all this to the hotel there was nothing they could offer to help.
The food was good, lots of variety and the speciality restaurants excellent, especially the gourmet and the Brazilian. The bar staff in the lobby were the best around and they served proper drinks with a smile, the hotel should mirror this quality of staff throughout. Shows were good too.
It is interesting to note that the management responses to these trip advisors always say they are addressing issues and would warmly welcome you back in the future, but who would go back when it's not right the first time and there is a consistency in complaints. For those that may think reviews like this are simply awkward customers, be warned, they're not they are real, valid complaints. Every time I was at reception there was always somebody complaining about something and it's such a shame because it brings the resort down. My advice would be if you like good service and manners, don't stay here! I wish we had payed slightly more and stayed at one of the other resorts as lots of other people we met said their service was impeccable!
- Official Description (provided by the hotel):
- Directly on the beach of "Playa Paraíso" (Mexico). High standard of comfort. Wide gastronomic variety. 18-hole golf course. PAD/SSI – diving school, massage at the beach and the pool. Spa. ... more less
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- Also Known As:
- Iberostar Paraiso Del Mar Hotel Playa Paraiso
- Iberostar Playa Paraiso
- Iberostar Hotel Playa Paraiso
- Iberostar Paraiso Del Mar Mexico
- IBEROSTAR Paraiso Del Mar Playa Paraiso, Riviera Maya, Mexico