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“Would have been a 4 star review but shockingly bad service brings this place down!”

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IBEROSTAR Paraiso Del Mar
Ranked #7 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Burton upon Trent, United Kingdom
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“Would have been a 4 star review but shockingly bad service brings this place down!”
Reviewed May 6, 2014 via mobile

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!

Stayed April 2014
Helpful?
5 Thank Estherru
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 review, May 14, 2014
Dear client,

First of all we would like to thank you for choosing IBEROSTAR for your vacations and for sending us your feedback.

We appreciate that you have highlighted the beauty of our grounds despite the fact that certain aspects of your stay were not up to par.

Please be sure that we take all of our guests' concerns very seriously, we review all our guests' comments, and make sure all departments receive these periodically (hotel departments and corporate). We then work together with each manager to try and find solutions and elaborate action plans, and set deadlines to accomplish them. Some solutions do take longer than others, as we try and solve them from the very root, instead of creating quick and temporary fixes that eventually will not help our guests.

That includes, among others, the sun chairs reservations, staff training, and several processes in our customer service departments.

We are sorry to read that you encountered several inconveniences, including a less than satisfactory service provided at the Buffet, since this does not follow whatsoever our standards at IBEROSTAR. Please be certain that this will be looked into with our Food and Beverage Manager as well as with the Human Resources Department to work up to our service excellence levels. New training programs are in place, as we are fully aware of the importance of having happy guests.

We would also like to apologize for the inconveniences experienced with your room location; certainly during high season it can be harder to accommodate all our guests according to their requests but please be sure that whenever availability allows it, our Front Desk Manager does his best to fulfill all preferences.

Not having provided you assistance with the boiling of the water is an error on our part, as this is certainly something we can do in our main buffet or in the main kitchen. Our staff will be informed about this issue and will be reminded of this service and to do always everything they can to meet our guests' expectations. Our apologies about that.

Once again we truly apologize for the lack of follow up during your stay; we will continue working hard to avoid these incidents from happening in the future.

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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Moscow, Russia
Level 3 Contributor
17 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed May 5, 2014

great hotel, great service quality. highly recommend for a quiet rest and rest with children.
at the same time, there mass entertainment for any taste.
here you can relax and have a wonderful time!!!!

  • Stayed April 2014, traveled solo
    • Value
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Review collected in partnership with this hotel

Helpful?
Thank Tatiana B
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 review, May 13, 2014
Dear guest,

We would like to thank you for choosing IBEROSTAR Paraiso del Mar for your vacations.

We appreciate that you have shared your review with us in Trip Advisor. It is great to know that you found everything perfect and that the service provided by our Staff was outstanding. We are happy your experience was great and we sincerely hope to have the chance to welcome you back in the near future.

We are already looking forward for our next visit!

Kind regards,

Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Torquay, United Kingdom
Level 4 Contributor
45 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed May 5, 2014

This was a wonderful relaxing resort which has something for everyone,whether that's lively entertainment by the pool or a very peaceful area by the lazy river end of the pool.
Yes the best beds by the pool are taken early but there are still plenty of comfy chairs with shade -as a regular traveller this is the norm so people need to get over it.
The pool is absolutely amazing - one of the best I have ever seen.
The buffet was delicious and varied with roast meat and whole fish being carved to order along with a huge variety of dishes. The desserts were amazing and the fruit and salad bars huge and varied.My husband loved the availability of hot spices ,jalapeños and chillis to add to his food. Anyone who says the food is the same every day is simply choosing to eat a bit of everything at every meal!
We went to 7 a la carte meals and found them all great,we particularly enjoyed the Brazilian,steakhouse and Italian and the quality of the steaks were fantastic. The service we received was excellent with some people going the extra mile- special thanks to Jacinto at breakfast who made mornings an absolute pleasure with his beaming smile. I can't understand why people object to giving a tip for good service-is that not normal? It really doesn't need to be much.
We were really happy with our room the queen sized bed was the most comfortable I have ever had in a hotel outside Vegas. We didn't have a bath but loved our double shower and had hot water constantly- the housekeeping was like the rest of the hotel- immaculate and the towel animals made us smile. The boys at the pool bar were so hard working and we never waited more than a few minutes despite the busyness.
The availability of top notch ice cream cones by the pool was very welcome and available all our stay( in contrast to a previous review)the creperie and ice cream parlour in the shopping centre was a real bonus. We didn't get to try the taco bar but I did get some good reviews from other guests.
The entertainment was great -very well led by hard working team and when the professional dancers and the live band played they were brilliant- how often do you get a nine piece band with brass section? The entertainment in the lobby was also very good.
This is a large resort which we thought was a bonus and the trollies to transport were welcome at times but we also enjoyed a pleasant walk. We chose to stay in a room close to the lobby which we found fine. The entertainment finished at a reasonable time so no problem with noise.
My last comment is regarding reviews stating that food caused stomach bugs- the reason people get problems is due to poor hygiene of some guests- I witnessed someone washing the baby,s bottom by splashing water from the tap whilst holding him over the sink which caused contamination to the taps and sink- this type of behaviour spreads germs which the hotel is unable to control. If the food was contaminated the whole hotel guests would be likely to suffer.
We love Iberostar hotels and will definately return because for good value and class this can't be beat.

  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank debbie007_10
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 review, May 13, 2014
Dear guests,

First of all we would like to thank you for choosing us for your vacations in Mexico, we appreciate for preference greatly.

We appreciate the time you took to share your nice review and your comments regarding your experience and the service provided by the Staff. We have already shared your comments to Jacinto and he sincerely appreciated them.

It is great to know that everything was perfect during your stay and that the food, grounds, pools, entertainment and the Staff were all outstanding and serviceable.

We would be more than glad to welcome you back again in the near future!

Sincerely,

Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lorain, Ohio
Level 3 Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed May 5, 2014

We returned from a 7 day stay on 5/3. Our first impression was not good. We stood at check in for at least 20 minutes before we were acknowledged, no welcome, no welcome drink. ( and they were not busy). The rooms are typical, nothing fancy. Food was also mediocre. The only night the buffet had anything different was Mexican night, which was good.There were cats in the buffet restaurant (yuck). We ate at the Mediterranean restaurant, it was good. Japanese restaurant was served Hibachi style. I liked it, hubby did not. The grounds are beautiful, very jungle like. Lots of wildlife, flamingos, swans, peacocks, Tons of coati (which were actually annoying, as they beg for food at your table). Huge pool, 3 swim up bars. Neither of the "hot tubs" had hot water. The entertainment staff goes out of their way to keep everyone engaged, without making you feel pressured to participate. They have 2 guys that announce the majority of activities and they are quite funny. The beach is nice, with palapas but no palm trees on the beach. There is a bar on the beach but no drink service. Drinks....beer is Dos Equis, alcohol at the lobby bar was premium but everywhere else was stuff I never heard of. There is a lot of walking on this resort. The trams were few and far between. All in all we had a great time and met lots of nice people, but likely will not return.

  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank captainD
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 review, May 13, 2014
Dear client,

On behalf of the management we would like to thank you for choosing us for your vacations in Mexico.

It is great to know that you enjoyed our jungle environment along with the wildlife and the different animals that live among us. We also appreciate your recognition to the efforts and hard work of our Star Friends who strive to make our guests happy through a good entertainment.

On the other hand, we regret to know that your overall experience was not as pleasant and that you were dissatisfied with some of our restaurants and with some of the service provided; please be sure that we will look into every mentioned aspect to ensure our guests have a good experience at our hotel and that they leave feeling completely satisfied and wanting to come back.

We sincerely hope to have the chance to host you once more to restore your confidence in IBEROSTAR.

Truly yours,

Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
Level 4 Contributor
28 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed May 5, 2014

We stayed from April 26-May 3. We have been to Riviera Maya 10 years in a row, stayed at different resorts. I'll start with the good and end with what could be improved. The resort is beautiful and the staff is really nice. The grounds are really clean and it's easy to get around. The pool is great! Its huge, plenty of room, chairs & shade. We took advantage of the 'quiet pool' which is nice to have that option.

The beach is also beautiful, plenty of chairs & shade. I love the wildlife running around, coatis are very entertaining. The shopping area is really nice. The taco restaurant and ice cream/crepe shop are great! The entertainment & activities the Star Friends provide is fantastic, I'm always amazed at how hard they work and how nice they are to everyone. Doing zumba in 90 degrees and 8 hours later dancing in costumes in the evening show. Impressive!

We ate at the Mexican & Japanese restaurants. Mexican food is my favorite! The spicier the better, the Mexican restaurant was not very good... weird?! The japanese restaurant was really good, way to much food though. I would suggest sharing with someone.

What could be improved compared to other resorts we've been to. My husband and I are both suffering from salmonella it started on day 2 at the resort...4 days home and it's still going. We have never experienced this before and we travel a lot! The food compared to Iberostar Tucan was not as good. I realize preparing food for thousands on a buffet is not going to be 5 star...but I feel like there is room for improvement here. Our room (1322) was also a little run down, chipped paint, lamps that looked like they previously caught fire. Blankets with holes in them, again, kind of surprising for an Iberostar resort. The beach bar service was not as good as other resorts, the waitresses were rarely available and the line was about 30 deep all the time. There were also A LOT of peddlers on the beach, every few minutes someone was trying to sell something to us.

All that being said...I would return to Iberostar Paraiso Del Mar, give it another try maybe they were off their game a little.

Room Tip: I liked the location of Building 13, close to the pool & beach.
See more room tips
  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank ChicagoTraveler26
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 review, May 13, 2014
Dear guest,

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

We are truly happy that you found our Hotel to be beautiful and that our grounds were always clean. We thank you for remarking the pool area, and the wonderful wild life that surrounds us.

We are pleased to know you enjoyed the taco shop and the ice cream parlor at the Shopping Center as we work hard every day to offer a great service to our guests.

We have shared your feedback regarding our rooms and the amenities, the service at the bars and also your comments regarding our food with our responsible Managers, we apologize for the inconvenience this caused; please rest assured that all of your comments will be taken in consideration for our service.

It would be a true pleasure to have the opportunity to welcome soon.

Sincerely,

Quality Manager
IBEROSTAR Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Playa Paraiso
1 review
Reviewed May 4, 2014

I had a great time, service was outstanding, thank you Samuel our favorite sever and the very friendly Italian chef, food was amazing!! The entertainers and show were pretty good! Buffet was delicious !!

  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Gtttt
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 review, May 7, 2014
Dear guest,

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

We are truly glad to know that you had a great time with us and that the service provided by our staff was always outstanding. We appreciate your recognition to Samuel and his daily efforts.

We sincerely hope to welcome you back once again for another IBEROSTAR experience.

Truly yours,

Quality Manager
IBEROSTAR Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Altoona Pa.
Level 2 Contributor
3 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed May 3, 2014

This is our second time at the Iberostar Paraso del mar in Riviera Mya. both stays were perfect. The tropical gardens and landscaping is absolutely beautiful. The Staff and Management go above and beyond to please. We will probably stay there a third time.

  • Stayed April 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
2 Thank JohnBasciani
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 review, May 7, 2014
Dear IBEROSTAR guest,

On behalf of the management we would like to thank you for choosing us for your vacations.

We appreciate you took the time to share your second visit with us. It is truly gratifying to know that once again we offered you an amazing vacation and that you enjoyed another great stay at IBEROSTAR Paraiso del Mar.

It would be a pleasure to welcome you back for your third visit to our Hotel.

Sincerely,

Quality Manager
IBEROSTAR Mexico
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 IBEROSTAR Paraiso Del Mar

Property: IBEROSTAR Paraiso Del Mar
Address: Carretera Chetumal - P. Juarez, Playa Paraiso, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#4 Spa Hotel in Playa Paraiso
#6 Green Hotel in Playa Paraiso
#7 Top resorts Hotel in Playa Paraiso
#7 Romantic Hotel in Playa Paraiso
#8 Family Hotel in Playa Paraiso
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — IBEROSTAR Paraiso Del Mar 3.5*
Number of rooms: 388
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

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