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“Family vacation 2013 and Anniversary”

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Iberostar Paraiso Maya
Ranked #4 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Reviewed December 27, 2013

We had the most fabulous time. It was our first time to Mexico so we didn't know what to expect. We were greeted at the airport and toured the facility while we waited to check-in. The staff from the servers to the bartenders to the entertainers and room staff were so pleasant and accommodating. As we were there with our 3 year old grandson and our kids who are in their mid 20"s, there was something for everyone. The beach area was very clean and I thought well maintained by lifeguards. The food was excellent, the choices were out of this world. We had the best steak dinner, and at the Japanese restaurant, the cooks were so entertaining. We even went on an excursion to Tulum and Xen-Ha where we snorkeled with the fish. That was fun. Would I go back again? Most definitely!

Room Tip: We stayed on the ground floor closest to the beach and it was easy access for the beach and pool and...
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  • Stayed: November 2013, traveled with family
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4  Thank abaley1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this reviewResponded January 17, 2014

Dear customer,

We would like to thank you for your invaluable feedback. We are really glad to know you are coming back to our resort and appreciate you sharing your opinion with other travelers. Thank you very much for all the positive points you mentioned.

We are very happy to know that you enjoyed our Japanese restaurant and our facilities in general; likewise your comments about the friendliness of our staff motivate us to provide an even better service to our customers.

We hope that when you return to Mexico, we will have the absolute pleasure of being your hosts again.

Kind regards,
Quality Manager
Iberostar Mexico

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2,205 - 2,211 of 5,106 reviews

Reviewed December 27, 2013

This was our third stay at the IPM - we stayed Dec 1 - 14. We were excited to go back and were expecting the same wonderful vacation as our first two visits had been. We were not disappointed. The hotel staff and service were outstanding - they made us feel like we were home. We were, although, a wee bit disappointed in the area of customer appreciation for repeat guests. On our second visit to the IPM we were greeted with a fruit basket, slippers and spa lotions and a lovely fresh flower arrangement. This being our 3rd time back (and always staying 2 weeks each time) we were left a small bottle of tequila. Not that we weren't appreciative of this, it's just that talking with other repeat guests I heard that they were given flower arrangements, t-shirts, travel mugs, beach bags, tequila etc. It would have been nice to have been made a wee bit more special but this certainly didn't dampen our fabulous time there. I also want to mention the Star Friends. They were fantastic! They work so very hard to make your vacation the best ever. I'm not sure if we will be going back anytime soon as our son is now a teen and there seemed to be so many more small children this year than in the past. We would definitely recommend this resort to anyone wanting a top notch vacation - especially families with small children :)

Room Tip: I love to be close to the beach so we always stay in building 60 - closest to the beach. We also fo...
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  • Stayed: December 2013, traveled with family
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2  Thank Conniemayb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 26, 2013

Our third trip to Mexico and our favourite by far. The Iberostar offers something for everyone, where you can relax in solitude or be as busy and entertained as you want to be. Kids club offered our children the opportunity to be happily entertained and interacting while we had some down time by the pool. Food choices are plentiful, so anyone who could not find something they liked between the buffets, a la carte restaurants and snack bars is just to fussy! Love it!

  • Stayed: April 2013, traveled with family
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2  Thank scorpioteresa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this reviewResponded January 17, 2014

Dear guest,

Let us begin by thanking you for choosing to vacation at our lovely resort and of course for taking the time to send us your comments about your experience.

We are very happy to know that you and your family had a memorable experience at our hotel and are pleased to know that you were amazed with our new facilities and services.

We genuinely hope that if ever returning to the Riviera Maya, you will not hesitate to visit us again, as we would consider it an absolute pleasure to serve you.

Best regards,
Quality Manager
Iberostar Mexico

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Reviewed December 24, 2013

We have stayed in many all inclusive resorts, and this has by far been the worst experience. The extremely poor service in this hotel completely spoilt our family reunion that was planned for more than 9 months. I am posting this review on Christmas eve, so you can imagine that this must have been an aweful experience for us.

To be fair, the property is well maintained. However the lack of service and a complete disregard for its guests has forced me to give this property a 1 star. We had a family reunion planned for last 9 months and were excited to celebrate our Christmas together in this property. The hotel offered only buffet on Christmas eve and we were told by the concierge that our dinner buffet reservation was in Paraisio Lindo hotel. My dad has issues with mobility - so we double checked with concierge and re-confirmed that the reservation is in Lindo property because it is a good 10-15 minutes walk. Upon arrival at the buffet restaurant, and waiting in line for 15 minutes, we are told that the reservation is actually at the other property in Maya which is atleast 15 minutes walk. I informed the concierge that my dad is not able to walk to the other property due to his extremely limited mobility - I even suggested them to break our reservation into a smaller group - so that atleast my dad and some members of our family can eat in this property while others walk back to the other property. I was informed in a very rude manner that it can not be changed and it is not the hotels problem that my dad has mobility issues. I asked to speak to the manager, and someone by the name of Eduardo came after 10 minutes. By this time it is already 7:30 and the person simply states they can not accomodate us. My father has to go back to his room because the only option they have for him at this point is room service.I ask to speak to the General Manager (I was told his name is Pedro Moralez). To my surprise, even though he is in the property, I am told that he will accept an appointment only tomorrow afternoon. I request to speak to him on phone and am again told that he is not even available to talk on phone. So we finally ended up ordering room service on Christmas eve - despite several different requests to accomodate us. I would have expected some sort of civil treatment and empathy - especially because this was a clear error on their part - notwithstanding the fact it is Christmas eve, and my fathers condition. We are never coming back to this property and if you are expecting high standards of service, please think twice. Rude Staff, Worst service ever.

  • Stayed: December 2013, traveled with family
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3  Thank jbl3324
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this reviewResponded January 10, 2014

Dear Guest,

On behalf the Management and all the staff of the Iberostar Paraiso Maya, we would like to express our most sincere apologies for any dissatisfaction occurred during your stay with us.

We are very sorry that you and your family left with a bad impression of our service; our guests and their wellbeing is our priority, so it is disappointing that we did not succeed with you and your family.

As our management mentioned on Christmas’ Eve, your reservation was made for the Buffet located in the Maya Lobby. The buffet offerings and space were perfect to spend a wonderful evening, and in order to assist you, transportation was offered to transfer your family to the Maya Lobby. Please note that all guests staying in Paraiso Maya had reservations for the Buffet located at the Maya Lobby and all guests staying in Paraiso Lindo had reservations for the Buffet Lindo.

Apart from the buffet, as we mentioned at the time, on Christmas’ Eve we also had our Gala Dinner at the Convention Center, however we fully understood that you preferred the buffet dinner, as it was closer.

Our managers on duty do try hard to please our guests, as they did in your case offering different options to finally find what you and your family would be happy with on such a special date. We are sorry that you felt this was insufficient, and we will keep working on offering excellent service and attention to our guests.

Please, accept again our apology from the Hotel Management and we hope to have the opportunity to offer you our hospitality again at Iberostar.

Sincerely,
Quality Manager
Iberostar Mexico

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Reviewed December 22, 2013

We felt like we were in paradise for a week. Our room was perfect, the hotel was superb. We thought the service was excellent. Dinner each night was very good. Bartenders were so fun. The best part were the Star Friends( entertainment staff), they made everyday and night so fun. Beach and pool very nice too!!! The only complaint we have is that we had to go home. We cannot wait to go back.

  • Stayed: December 2013, traveled with family
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4  Thank Ellen M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this reviewResponded January 17, 2014

Dear client,

Many thanks for choosing to be valued guests of our property, Iberostar Paraiso Maya. In addition, we are most definitely grateful for the time you have taken to write a review for Trip Advisor.

We are extremely proud to understand from your comments that you have had a memorable experience at our hotel and truly appreciate your special mention about our rooms, food, pool, beach and our wonderful staff. We are certainly aware that it is through our staff efforts that we are able to achieve our goal of complete guest satisfaction.

With your most recent trip to Iberostar being so pleasurable, we are quite confident that you will be staying again at our hotel and therefore we sincerely look forward to your next visit.

Warm regards,
Quality Manager
Iberostar Mexico

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Reviewed December 18, 2013

We have stayed at various hotels and resorts before but this hotel was by far our best experience…from the food, to the beach to the pool to the cleanliness of the rooms and facility...great family friendly resort...the only small downside is that the walls b/w the rooms are very thin and you can hear everything from your neighbors.

  • Stayed: December 2013, traveled with family
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2  Thank artaa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this reviewResponded December 27, 2013

Dear client,

We appreciate your sharing your opinion with other travelers. Your fabulous experience may encourage other travelers to choose us as their vacation destination in Mexico.

The management at Iberostar is committed to providing services, facilities and an ambiance which satisfies our guests’ requirements.

Thank you for your very complete and constructive feedback. It will for sure help us to improve our service.

We are already looking forward to your return trip next year!

Warm regards,
Quality Manager
Iberostar Mexico

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Reviewed December 18, 2013

Our second time to Mayan Riviera and first to Iberostar Maya. This time with a family group of 16. 6 kids under 11. Resort is excellent for kids and families. I spent a good deal of my time throwing kids in the multiple pools and ocean. Resilient little buggers. Then passed out early each evening. Pools for everyone from the 2 yr old and up. Pleasantly surprised to see a couple of lifeguards manning the towers at the beach. Rooms were spotlessly cleaned everyday. Rock hard beds. A couple in our group asked for a soft, mattress cover and got one. Food was varied and plentiful at the buffet. I usually shrink away from any buffet. Tried all the 'special' restaurants but can only recommend the Japanese and Steak houses. Service at the special restaurants and buffets is accommodating, friendly and efficient Golf course looks fabulous and is surprisingly inexpensive. Try the sequay over the pedal bike tour. Sadly, they are both restricted to the Iberostar complex but fun nevertheless.

  • Stayed: December 2013, traveled with family
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1  Thank coopthepoop
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Paraiso Maya, responded to this reviewResponded December 26, 2013

Dear client,

On behalf of the General Manager at our resort, please allow us to express our genuine gratitude for choosing our resort for your Caribbean experience.

Thank you for this feedback, we really appreciate your recognition to our service and all our facilities.

Once more thank you for choosing us and we look forward to serving you again in the near future!

Kind regards,
Quality Manager
Iberostar Mexico

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Additional Information about Iberostar Paraiso Maya

Address: Carretera Chetumal - P. Juarez Km 309, Playa Paraiso, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Luxury Hotel in Playa Paraiso
#3 Green Hotel in Playa Paraiso
#3 Spa Hotel in Playa Paraiso
#3 Family Hotel in Playa Paraiso
#4 Top resorts Hotel in Playa Paraiso
#4 On the Beach Hotel in Playa Paraiso
#5 Romantic Hotel in Playa Paraiso
Price Range: $257 - $735 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Iberostar Paraiso Maya 4*
Number of rooms: 434
Official Description (provided by the hotel):
Located directly on the beautiful beach of Playa Paraiso (Mexico). All junior suites with Jacuzzi, DVD player, upgraded amenities. Exclusive dining plus dine around privileges at over 16 restaurants, 17 full service bars. ... more   less 
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Also Known As:
Iberostar Paraiso Maya Hotel Playa Paraiso
Iberostar Playa Paraiso
Iberostar Riviera Maya
Iberostar Hotel Paraiso Maya
Iberostar Maya
Iberostar Grand Paraiso
Iberostar Paraiso Maya Playa Paraiso, Riviera Maya, Mexico

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