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“Family trip” 3 of 5 bubbles
Review of Iberostar Paraiso Maya

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Iberostar Paraiso Maya
Ranked #4 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Kearney, Missouri
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Family trip”
3 of 5 bubbles Reviewed January 6, 2014

Great pools and beaches but be prepared to walk a lot…very big resort. Horrible beds and the maid service in our room was terrible - had to call to get toilet paper and towels each night. Loved the area and the beach but would pick another resort for the money.

  • Stayed December 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Review collected in partnership with Iberostar

Helpful?
1 Thank lhglennon
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 review, January 20, 2014
Dear client,

Thank you for giving us the absolute privilege of being your hosts by choosing Iberostar Paraiso Maya for your most recent family vacation. We would also like to express our sincere appreciations to you for taking time to send us your comments on how your holidays went at our resort.

On the other hand; we regret to hear your discomfort with our beds and the lack service you received; our staff is committed to a high standard of service, so this should not have happened. When guests present their concerns, corrective actions are taken. We will certainly pass your feedback on to our Housekeeping Manager to take your comment into account.

We wish to have the opportunity to host you and your family again in the near future to show you the improvements we make thanks to our guests’ feedback.

Warm regards,
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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4,683 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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New Castle, Delaware
Level Contributor
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed January 6, 2014

The Paraiso Maya hotel was breathe taking the moment we arrived on the property. I have to say, we were nervous about coming to the hotel because a lot of the pictures we saw seemed to be outdated, but this assumption was completely wrong. From the living space to the outdoors, it was beautiful, and it was decorated in a sense that gave a guest the feel of the mayan culture. Everything was lit up for christmas. All the statues, ceilings, and small details around the hotel had lights and decorations to give the guests a feel for christmas in a tropical place :)

The room we booked was exactly what we asked for. My kids had a room right next to ours with two double beds or queens I can't remember exactly, and my husband and I had a king sized bed. Both of these rooms were considered Junior suits, and they were big! The cleaning staff for the rooms were on top of keeping the place nice and tidy. Every time we came back to the room, the beds were made, and our things were straightened up. They worked so hard, and we were very happy with the rooms. Although, it is true that the beds are not very comfortable. They are hard, but they are bearable! You are in such a wonderful place you forget about the little things.

If you are in the hotel Paraiso Maya, this is a step down from the Grand. This gives one access to all the other hotels surrounding it, and one can eat at any restaurant, and enjoy any amenities the other hotels may offer (except the Grand). Although, if you are in the Lindo, Del carmen, etc. you can only use your restaurants and so forth. We had the opportunity to use the other hotels restaurants, but we only ate at the buffet closest to the theater, which is at the Lindo Hotel. It was bigger than the buffet we had at our hotel, and it had a little more to choose from food wise, but they both were very good and I would recommend either! Each night we had reservations at each of the restaurants, which was made by our travel agent. There was Japanese, a steak house, Mexican, seafood/Marina, and Mediterranean. Those were our choices for the vacation. I would Definitely Recommend the "El Rancho" which is the steak house at the Paraiso Maya, and the sea food was top notch with lobster and all. We missed the reservation for Mexican food, but I'm sure that would be good just like everything else!

Tequila Tequila Tequila ! That was in your soup, your coffee, your mouth wash.... But really. The drinks were amazing! They had so many to choose from, and the staff at the bars were so energetic and helping you every moment they could. Our two favorite bars was the Bar in the Mayan Pyramid (a land mark), Which is at the main entrance of the Paraiso Maya hotel. We also enjoyed the bar on the beach. One of our favorite drinks was called a slammer, so if you go definitely ask for one of these! They love it.

The beach was very clean, lots of chairs and cabanas, and the water of course was so blue! Make sure to get out a little earlier because people like to reserve their spots with towels. There is a hut where food is made on the beach. If your looking for some "American" lunch they have it on the beach. Hamburgers, Hotdogs, Ice cream, and of course nachos. All day there is entertainment. Get involved and meet the "star friends." This made our trip over the top amazing! They did workouts on the beach, yoga, archery, the limbo and dancing! Outside of the beach there were pool games every hour, shows at the pool side, bike tours, as well as a show at the theater every night! My daughter happened to be in the Miss Iberostar show, that was so great. They put on great shows so don't miss this! The Star friends were definitely one of our favorite parts of the trip and make us want to go back!

There are many activities very close to the hotel if you are interested. Our family did swimming with the dolphins and a snorkeling package at a new resort about 10 minutes from the hotel. We also did parasailing at the same resort, but it is also offered at the Iberostar Hotel on the beach. We just thought it was more reasonable on the other resort. Playa del carmen was another adventure we took, which is the 5th avenue for Mexican shopping. The prices are more reasonable outside of the hotel and its nice to see the lives of the people outside of where you are staying. This even has a beach one can walk to after shopping, so this could be an entire day trip! We used Lomes travel to book our trip, and there was a guide at the hotel for us from this agency that helped us with all the actives we did. He informed us of things we could do at the hotel as well as the surrounding activities away from where we were staying.

Finally, the staff. They were outstanding. There was always someone around to answer a question you needed, all the waiters and waitresses were such hard workers and pleasing you every chance they could get. Trip adviser has a lot of mixed reviews, but we are so happy we chose this hotel to take our family to. There is the perfect amount of entertainment, but also relaxing time. The food was always different, and the entertainment staff was always two steps ahead! If you want a little bit of everything, this is the hotel to come to. I hope this helped! :)

Room Tip: Our room was 5 minutes from the beach and our balcony over looked the pool. Our kids had the corner...
See more room tips
  • Stayed December 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Paige 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 review, January 29, 2014
Dear guest,

Thank you for giving us the absolute privilege of being your hosts by choosing Iberostar Paraiso Maya for your most recent family vacation.

It certainly gives us a great deal of satisfaction to understand from your kind remarks that you had a wonderful experience at our resort, and also felt like stars while with us.

We also very much appreciate you taking the time to highlight the most memorable aspects of our resort such as our rooms, pool, beach, our restaurants, drinks and of our lovely staff.

We are quite confident that you will be returning to our beautiful resort in the future and as such, we look forward to your next visit.

Kind regards,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed January 6, 2014

This is what I sent the Paraiso upon our arrival home.

Dear Ariadna,
Thank you to all the staff at the Paraiso Maya our vacation from December 22 to 31st was amazing. We loved our stay and it was made extra special because of the staff at the Paraiso Maya. We stayed in room 6013 and the service was excellent. I want to express our sincere appreciation to Jesus, Francisco, and Yesmenia as well as many of the other staff at the “Mexican” restaurant El Tapatio their attention and care to our needs was impressive. All the food was amazing at each restaurant we visited but we especially enjoyed the El Tapatio. Best Day travel did a great job organizing our tours – thanks to Jacqueline! Our favorite tour was the Adventura Maya – our tour guide Pablo was excellent.

Thank you again. We will start the 2014 in wonderful spirits because of you all. Happy New Year may you all be blessed in this year.

Regards,
Rhonda, Edmonton, Alberta Canada

  • Stayed December 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Iberostar

Helpful?
1 Thank Rhonda7596
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 review, January 20, 2014
Dear Rhonda7596,

Thank you for taking the time to copy here your wonderful letter to Ariadna. Your fabulous experience may encourage other travelers to choose us as their vacation destination in Mexico.

We are extremely proud to know that we have contributed to our guests' happiness. Thank you for this feedback.

We are happy that you enjoyed all of our friendly staff. Your words are tremendously motivational.

We look forward to seeing you again at our hotel and give you the excellent service that you and your family deserve.

Warm Regards,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Franklin, Tennessee
Level Contributor
154 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
5 of 5 bubbles Reviewed January 4, 2014

We made our first trip to the Mayan Riviera with our kids last week and had chosen this place because we knew it would be family friendly and fun! It delivered. The rooms were nice and clean and the staff around the rooms (maids, concierge) were helpful. The food was great - great selection for everyone. The buffets were a hit with the kids - it was fun for them to get an opportunity to try out new foods. We were there over New Years Eve and the display they put in the restaurant was amazing - a sushi tower, lobster tower. It was a spectacle. The pools were fun. Fun shapes and warm enough to jump right in. The wave pool was a hit, too. The beach was spectacular. They had more than enough palapas for those us who needed to stay out of the sun. The water was free of rocks. Beautiful! Lot's of activities for all ages. We had 11 in our party from 3-67 years old and no one was disappointed. We have traveled in this area 4 other times and stayed at the Iberstar Quetzel (2x), Azul Sensatori, and somewhere on the strip in Cancun. This property was the best for families. I think it was full last week, but you wouldn't have know it - there were never any lines and you never felt like you were too close to anyone. The place is big, but manageable. We also have stayed at an Iberostar and an RIU in the DR, but this area can't be beat because it's got such close proximity to the Cancun airport.

Room Tip: For families, get a room in the 6100 building. A little more expensive, but super close to buffet, p...
See more room tips
  • Stayed December 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank ekkerb
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 review, January 17, 2014
Dear client,

We are very glad to hear that you enjoyed your holidays of New Year with us, and that in addition, we were able to meet all your expectations.

At Iberostar we work hard every day in order to make our guests’ stay the best, and learning that you enjoyed our facilities and services make us feel very proud.

We genuinely hope to be able to offer you our hospitality again in the near future and as such, look forward to 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.
Preston, United Kingdom
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
1 of 5 bubbles Reviewed January 3, 2014 via mobile

We stayed at this hotel in May 2013.
It was a shocking holiday & left my wife & I with severe gastroenteritis.
The rooms are not clean, the pools are not clean, the restaurants are appalling. There is only one bar with decent international brands.
We have stayed at Moon Palace, Aventura Spa Palace, Sensatori & this hotel was not in the same league.
Mexico is fab though, do yourselves a favour & look elsewhere!

Stayed January 2014
Helpful?
5 Thank JSE1812
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 review, January 17, 2014
Dear guest,

Thank you for your review.

We are sorry to hear that your family got sick during your vacation. There is a doctor on site and everyday he reports to the Management for every incident he assists. We are the first ones that want to know about any type of illnesses in order to avoid a massive contamination especially in a resort that holds thousands of guests.

Our Health & Safety Department is constantly checking our food quality from the moment it is delivered to our resort. They check that all our strict policies are followed in terms of temperature, conservation, handling, and our staff’s health. An external company also audits us regularly, as well as Governmental Organizations and Tour Operators. Adding up all our resorts in Mexico, we have an average of 6,000 guests a day and more than 3,000 employees, so neglect on this regard would cause thousands of people sick.

We would also like to mention that our Management and Maintenance Department are constantly working on areas to be improved. All our facilities follow a maintenance standard roll in order to try to keep our areas and rooms impeccable.

We are really sorry to have a guest dissatisfied. We will take all your comments into account.

Kind regards,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Quebec, Canada
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed January 3, 2014

I stayed at the Maya from Dec 20-27 and can't say enough good things about the resort. I went with my husband and our almost 3 year old and it was amazing! We originally chose this hotel because we wanted a resort that had a lot of activities for kids and we weren't disappointed! The wave pool, lazy river and kids waterpark were even better than expected, not to mention the beach! There was always a chair available and our room was located right next to the wave pool. In addition, there is a mall on site where we bought some nice souvenirs and they served free crepes, ice cream, etc. The location was very central, 25 minutes from the airport and from Xcaret. With regards to food, there were many delicious options but our favourite: Lindo buffet for breakfast and lunch and Geisha was outstanding for dinner. We had such a wonderful time, we can't wait to return! Thank you for such wonderful service!

  • Stayed December 2013
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Jody E
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 review, January 17, 2014
Dear guest,

On behalf of all the hotel staff, and particularly the manager, we would like to thank you for the opportunity you have given us by choosing the Iberostar Paraiso Maya and for taking the time to post a review on TripAdvisor.

Thank you for this feedback, we really appreciate your recognition for our service. We are happy to hear that you took advantage of our resort.

We are happy that you enjoyed the facilities and services that the resort has to offer and we look forward to having the opportunity to host your vacation again.

Kind regards,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
chicago
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 bubbles Reviewed January 3, 2014

We were there for Christmas and were a group of 9, grandpa, my family of 4 with 14, 11yr old and my brothers family of 4 with 8, 6 yr old.
Upon arrival we were happy with check in process but our room was not ready so we had to wait 5 hours for our room. There is a changing area and they hold your luggage so its not that big of a deal.
The room was great, very large, we were in building 60. There are no beach views from this hotel and we did not realize that so we were a little disappointed but we did have views of the tree tops. The beds and pillows are very mediocre so don't expect a heavenly bed!
Our maid service was mediocre as well, maybe due to being a busy holiday travel week but I expected better service. The timing of maid service was totally different each day and there is no turn down service or towel refresh unless you request it and then they don't show up until after 10pm when my kids were sleeping.
We hated spending any time at the pools, there are no beach/ocean views all you are looking at are buildings or fake mayan ruins, it felt like Disney world not beach vacation. The chairs at the pool are awful plastic chairs that are impossible to get comfortable on.
The beach is best bet if you want to feel like you are on vacation but the chairs there are also uncomfortable and you need to get our there early to get spots. Drink service is not great, you are better off getting your own at the bar.
This resort is HUGE, we spent the first day getting lost and ended up at wrong restaurants, be prepared to be frustrated. We are big walkers so the walk was not a big deal but finding the proper places to eat was not easy.
The food was sup par at best, all of it seemed the same and the special Christmas Gala buffet was down right disgusting, a massive feeding frenzy that felt totally unsanitary.
The special restaurants were never filled up but it was difficult getting or changing reservation times so that did not make sense, it defiantly appeared that they limit the special dining so you are forced to do buffet as that is more cost effective for resort.
The special restaurants were defiantly better than buffet and far more relaxed but food not amazing by any means.
If you are a sailer and want to take out Hobie Cats, they are very micro managed and most days would not let any one take one out.
If you are an experienced tennis player, there is not a pro and it is very basic tennis so unless you have someone with you at your experience playing here will be a waste of your time.
We stayed at Iberostar Rose Hall in Jamaica and had a far better experience, it was way more upscale, service oriented and food was far better, I would recommend you go there over this resort in a minute. I cannot recommend this hotel.

Room Tip: If you like the beach stay in building 60, it was closest to the beach!
See more room tips
  • Stayed December 2013, traveled with family
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank nicolekouri
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 review, January 29, 2014
Dear guest,

Thank you for choosing our resort to spend your vacations. It was a pleasure to have hosted you.

Regarding your comments about your accommodations and the service provided by our housekeeping department, we are concerned about your statement and apologize; our staff is committed to a high standard and offers a personal service to ensure continuous customer satisfaction. The reason for cleaning rooms at different times is that the staff have a daily rotta with a sequence of rooms they need to follow, and this changes day to day so that it will be fair on all our customers, avoiding some getting their rooms always cleaned first thing in the morning and others always in the afternoon. We are sorry you did not feel comfortable with this system. We will review this comment and the turndown service with our Housekeeping Manager.

We are sorry to hear that your experience with us did not live up to your expectations as far as food and beverage quality is concerned. We already shared it with the departments involved in order to look for improvement.

Concerning our a la carte restaurants, our main goal is to offer our guests with a unique and special experience where meals are made-to-order, so we can provide freshness and quality along with a personalized service. In order to achieve this, we cannot occupy all the restaurant tables during the first seating because some of our guests take longer to enjoy dinner and part of the experience is not to rush while serving them. The second and fourth seating is half an hour later and it is then that the restaurant gets busier.

We hope you give us another opportunity in the future to change your point of view regarding the above mentioned services.

Warm Regards,
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 Maya

Property: 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 ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Playa Paraiso
#3 Luxury Hotel in Playa Paraiso
#4 Top resorts Hotel in Playa Paraiso
#4 On the Beach Hotel in Playa Paraiso
#5 Family Hotel in Playa Paraiso
#5 Romantic Hotel in Playa Paraiso
Price Range (Based on Average Rates): $$$
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 
Reservation Options:
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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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