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“Great hotel resort”

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Iberostar Paraiso Maya
Ranked #4 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Reviewed March 31, 2014

I would highly recommend this hotel. It is co-located with 4 other Iberostar hotels (Maya/ Lindo and Mar/Beach, so you can use all the restaurants (at least 12 + buffets), and all the facilities of both.

Observations:
- 2 large sets of swimming pools between the 4 hotels - both are very nice, but the Mar/Beach pools were larger and had a very nice waterfall feature and 'tranquility' area with actual 4 poster beds (matresses were suspended from the posts to swing a lttle) - not that we got to use them as always revserved before we got to the pool early.
Quick to walk between both pools, so you can mix and match easily.
- Bed rooms very nice in Maya - try to get a top floor as noise goes through the floors :(. Block 62 was very good position for all amenities.
- Styling of Maya and Lindo public areas were excellent - very classy. Mar/Beach more low key - a lot more open restaurants etc therefore no air con in those areas (but celing fans), plus more wildlife (flamingo's, swans, little turtles).
- Evening entertainment pretty good - external acts came in as well as in-house staff so pretty high standard. 2 theatres in the complex, so choice of entertainment.
- Staff - all excellent - all friendly, very good service.
We stayed mostly on the Maya/Lindo side as the complex is sizeable, however not a problem to walk round all.
- Beach very nice - soft white sand and very clean.
- You do need to reserve sunbeds early.
- Food - buffet restaurants all good -good choices. A la Carte restaurants all pretty good - recommend french ones, Japenese and Brazilian. Some a la carte is buffet starter and desert, but off the menu main.
- Generally deserts were dissappointing - as we find in all all-inclusives world wide - all looks very nice, but have no taste - especially chocolate ones.
- 30 mins shuttle to playa del carmen - lots of shops and a nice beach. Looks like it would be good to be there at night - lots of bars and restaurants.
- Chichen itza tour very good (but pricey)
- Xcaret - same (even more expensive).

Overall, i would definately recommend this hotel and this area.

  • Stayed: March 2014, traveled as a couple
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Review collected in partnership with Iberostar
1  Thank QueenTilly
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 April 9, 2014

Dear guest,

We would like to thank you for your invaluable feedback. We appreciate you sharing your opinion with other travelers.

Thank you very much for your valuable comments about our resort. We are glad to hear that you were pleased with the services provided at the hotel. We really appreciate your recognition for our facilities, our service and our delicious food.

On the other hand; we are sorry that you were dissatisfied with our desserts; we will pass your comment onto our Executive Chef in order to take your comment into account.

We look forward to welcoming you back to our Hotel in the near future and hopefully you will consider us your Mexican home away from home!

Kind regards,

Quality Manager
IBEROSTAR Mexico

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2,115 - 2,121 of 5,159 reviews

Reviewed March 31, 2014

Just returned home from a five night stay at the Iberostar. I cannot believe that this hotel is actually rated a five star from AAA. The rooms are a big disappointment and are totally in need of updating. The sheets were poor quality and definitely not comfortable. In addition, the hotel needs to have better television programming. You could hardly find a show to watch in English unless you wanted to watch old re runs of Friends! We were there during March Madness and could not find a sports station on anywhere! We also tried to rent a movie one evening; however, the remote that you needed to hit button "B" did not exist. As for the "Five Star" bathroom amenities, that was a joke also. Our bathroom light worked on the mirror, but not all the time and each time I turned the light on, it made a crackling noise. The in-room hairdryer worked, but really only blew cool air!

As for the food, it was definitely not worth the money. I will say that I had a good breakfast every morning and the guacamole was delicious. As for the reservations in the restaurants, that was a bust! I made reservations early from home and was confirmed for La Geisha. However, I then tried to make reservations two more evenings and never heard back from the hotel. Once we arrived, I tried to make more reservations and were told they were totally booked. Each night we noticed that none of the restaurants were full and that over half the tables were empty. Makes you feel like the "reservation" restaurants cost the Iberostar more money so they purposely lie and tell you they are booked. The one meal that was absolutely delicious was La Geisha, other than that the food was subpar.

Also, please, be careful when you are there. Two persons in our group had items stolen in the evening and they felt like there were sketchy people in the club.

As for check out, it would have been nice to check out with the concierge, but that was not an option as we were leaving early. I totally understand that as it was before 5 am. However, I tried to check out the evening before and was somewhat successful. I wanted to use my American Express, but was told that they accepted it, but I couldn't use it at that time with no reason. Thank God I also always carry my Visa or not sure what they would have done.

I will say that the beach and pool facilities were nice, but the saving of the chairs starting from the evening before is ridiculous. Also, it would have been nice had they had more than five inter tubes for the lazy river!

In all, thank God I was with a great group of people or I would have been out of there after the first 24 hours.

  • Stayed: March 2014, traveled with friends
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9  Thank Kelly H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 30, 2014

We just returned from our first 5 days trip to the Iberostar Paraiso Maya. If I could, I would give this resort a 4.50, but since I can’t, I would go for a 4.
The experience was excellent. The food was amazing, the staff very nice and polite, most of the service great, the scenery beautiful, the facilities gorgeous. Our kids thought they have the best vacation of their life. The reason why I would not give a 5 is the small number of inconveniences. The Jacuzzi did not work, we called and no one showed up. The TV did not work well. The resort almost has no clock to tell time, even if certain functions are time limited (breakfast for example). The signs could be clearer as to where things are, and so on. Luckily, items not up to par were not important to us, although they could be to others. The bottom line for us is that when back, we are very glad we visited, had ample to tell others, the memories are great, and our kids had a wonderful time.

Room Tip: we were in building 61, close to the beach and to buffet. I would recommend it
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  • Stayed: March 2014, traveled with family
    • Value
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1  Thank N Peter A
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 April 9, 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. 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.

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

Please let us mention that all guests’ comments are our priority as they provide us with information that helps us continue improving our services. We are sorry you were dissatisfied with your accommodations. Our maintenance department works on a maintenance roll throughout the year. However the issues you encountered are clearly not what we want our guests to experience; this information will be sent to our Maintenance Manager and our Housekeeping department for their immediate consideration.

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.

Kind Regards,

Quality Manager
IBEROSTAR Mexico

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Reviewed March 29, 2014

Arrived home yesterday from a one week stay at IBM. My review reads just like the one titled "not worth the $". Ditto on everything they said. This is my 3rd time at this resort, 5th time in Riv Maya. Past visits to IPM in 2004 and 2006. What a huge disappointment! Not at all up to the same quality it was then. Same problems others listed- maintenance (patio door lock broken/ clock radio not working), service (they were working hard but understaffed), pools need refurbishing and cleaning, teen frat party, food quality just ok, maid service good just never enough towels in room..or soap or TP or kleenex, bed linen (bed skirt, coverlet, and patio chair cushion all were stained, worn and some with holes), saw one show which was the same as in 2004, stolen towels, stolen chairs, etc!

We did like the Japanese restuarant, Le Geisha. Pool bar by the wave pool has great fruit drinks, smoothies. Jet ski and kayak at the beach was fun. Room set up was good. The entry to the room and fans running in bedroom 24/7 buffered most of the noise outside our room since our room was next to the concierge desk and that is open from 8am-10pm, sometimes later.

Be careful when booking excursions with Lomas/Funjet rep at IPM. Again have booked with them many times in the past without problems but we had problems with both of our excursions, overcharging and not telling us about hidden fees on the trips. Went to Chichen Itza and after taking a van from resort to get to the bus they said we missed the pick up and would catch up to them on the highway. So we were let out on the side of the road to wait for our bus for 45 min. Paid extra for express trip which was 7am-7pm...yes, that was the express trip...and we got back to resort at 9:30pm which was orginally billed as a cheaper option. Talked to the rep about hidden fees and she said sorry i forgot to tell you. We then mentioned extra charge on trip for drinks we prepaid and she said we could get a refund. Showed up the next day to get the refund and she said sorry I don't have it, come back tomorrow. Well that day was checkout day and we didn't have time to see her before we left so no refund.

Talk to the concierge if you need items for your room such as more towels, etc. You will get them faster. Also you can email the resort ahead to make speciality restuarant reservations but don't forget to bring a copy of the email because the said they had no record of our res. in their system but finally gave me the reservations on the email print out...and yes many empty tables when they say there are no more reservations avaialble. You can check out with the concierge the day you leave which was convenient. Found that out after we tried to check out at the front desk. Leave your towel keys and room keys with the concierge and they will give you your transport ticket for return to the airport.

Too many issues with this resort. Not going back and don't recommend.

  • Stayed: March 2014, traveled with family
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2  Thank travelplanner2010_10
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 April 9, 2014

Dear guest,

On behalf of IBEROSTAR team and Managers we would like to thank you for your valuable comments about our resort.

We sincerely regret that the circumstances mentioned affected your vacation experience and your perception of our hotel. You may however rest assured that we will be sharing your remarks to all of the respective department Managers and we will look into it to ensure that corrective measures are taken and that everyone is working up to standard to provide our guests with excellent experiences and top quality services and attentions.

In regard to your comments about our restaurants availability we would like to say that sometimes our guests do not show up at the restaurants without any previous cancelation, however we cannot re-use those tables until 15 – 20 minutes after the reservation time, when it will become a cancelation. Restaurants are not completely full so that our guests have a relaxing experience and are able to enjoy their dishes made from scratch. You can be certain we are working hard to make it easier and more effective for all our customers.

External companies, such as your tour operator are independent of IBEROSTAR and therefore they have their own policies, however it is of our concern to ensure that quality services are delivered to our mutual customers to achieve their complete satisfaction. We will look into it to make sure our guests receive a great service.

Please accept our apologies. We hope to have the opportunity to offer you our hospitality again at IBEROSTAR to prove to you our commitment with our guests’ satisfaction and to restore your confidence in our brand.

Sincerely,

Quality Manager
IBEROSTAR Mexico

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Reviewed March 29, 2014

Stayed for a week over spring break with several families. Beautiful property and facilities, the resort was full of high school families with many high school seniors actively celebrating their upcoming graduation. We found the rooms spacious and clean, pools and beach areas outstanding, the golf course was exceptional and the resort staff pleasant & polite.

My disappointment centered on the food quality (generally poor) which included the "specialty restaurants", the one exception was the Japanese establishment which was good. Also to our amazement during March Madness, the resort did not carry CBS television thus we were unable to watch NCAA basketball in our rooms or the lobbies. Very few USA channel selections were available.

Additionally, my 17 year old son was "rough upped" by the resort security guards outside the 18+ year old night club. His friends were inside, I have no doubt he attempted to gain entrance given 2 months shy of his 18th birthday however he was beat up, cloths ripped and bloody after 3 guards attacked him (2 held him down and the 3rd punch him) in clear view of many witnesses. He was attacked from behind while sitting in the grass outside of the club entrance.

While responsible control of spring break celebration is respected, this brutal or thug behavior crossed the line.





  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar
5  Thank Mac60010
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 April 4, 2014

Dear guest,

We would like to thank you for sharing your comments about your stay with us.

We are glad you have enjoyed our facilities during your visit and that the service provided by our staff pleased you.

On the other hand, we are sorry to hear that our food did not meet your expectations. We do our best to offer a wide variety and the best quality for our guests, as we understand the importance this has in our guests ´experience, so you can be sure we will share your comments with our Executive Chef for him to take them into account.

We are also very concerned about the incident you mention. We would like to clarify that we operate under the Mexican Law that states that the under aged (under 18) are not allowed to drink alcohol in public spaces or given entry into discotheques. For this age group we have a disco, specially created for them. When our security department identifies an underage person, they immediately inform our Manager on Duty and teenagers are kindly asked to leave and invited to go to the front desk in order to make a report or get their wrist bands changed. Our security agents cannot touch any of our guests for any reason.

Please receive our sincerest apologies if you were disappointed in any aspect of our resort. We will continue working tirelessly to deliver the best service to our guests and to ensure their safety.

We hope to have the opportunity to host you again in the near future to change your recent impressions for more favorable ones.

Kind Regards,

Quality Manager
IBEROSTAR México

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Reviewed March 28, 2014

Overall great choice although slightly expensive considering the value. Visited through Apple Vacations during spring break (March 21-25). Amazing staff and prompt service. Locker in the room had lot of problems - staff was prompt to come and fix it but calling them 3 times and waiting for them to come and fix could have been avoided.

Great beaches and great food at the buffet but all restaurants carry the same food every day. Made dinner reservations every night at the different restaurants - steak restaurant was great but the others were average. They made a bid deal about making the reservations but most of the tables at the restaurants were empty.

Room Tip: Have to get out early to "reserve" a chair close to the good spots at the beach!
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  • Stayed: March 2014, traveled with family
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3  Thank AjayCha
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 April 7, 2014

Dear guest,

Thank you very much for your valuable comments about our resort. We are glad to hear that you were pleased with the services provided at the hotel.

Please receive our sincerest apologies about the incidents with your locker, as you noticed when one of our guests present concerns, our staff does their best in order to fix it straight away. Our maintenance department will receive your comments in order to keep our rooms impeccable for our guests.

In regard to your comment about our food, we are sorry you had that impression. Our Executive Chef is always working on improving the different options offered at our buffets and A la Carte restaurants and he does so following our guests’ recommendations, so yours will be sent to him for his consideration.

We always provide to our guests a variety of choices for our restaurants and they usually make their reservations but it also happens sometimes that our guests do not show up at the restaurants; however we cannot re-use those tables until 15 – 20 minutes after the reservation time, when it will become a cancelation.

We hope to have the opportunity to host you back in the near future; as we would be more than glad to serve you again.

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.
Reviewed March 27, 2014

Traveled to IPM March 15 - 22. I had contacted the hotel directly and made requests through Air Canada for a top floor room. I had even received an email back from the resort that my request would be forwarded to the front desk manager. Showed up and was told that they had not received any room requests from me. I showed the email and the desk person shrugged and said sorry. After waiting it out we were finally assigned a top floor room with no view at all. Our balcony looked at a thick forest of trees. The jacuzzi did not work and we didn't have a hammock like all the other rooms. The door people lost our luggage and we had to wait and see if they could find it. Not a great start to the stay.

It is true what other reviews have stated. The towel issue is a bit out of hand. We have stayed at many all-inclusives but we haven't seen anything like this. Towels or a book and a an old t-shirt thrown down under shady areas in the middle of the night and no one would appear ALL day! How inconsiderate some people can be. I think they should have some kind of control on the beach to stop that kind of nonsense. Also, we personally experienced our towels being swiped when we were in the pool area but the whole resort seems like a free for all.

Another turn-off was the amount of spring break kids swarming the resort. Hooting and hollering and actually throwing up in the beautiful lounge area. Do the bar tenders think its a good idea to keep catering to teenagers doing shot after shot? There we are sitting having a drink with our young daughter and these kids were carrying on like they were at a frat party around the main bar. I understand they want their fun too but this wasn't the type of place where we thought we'd be mixed in with this. We would walk up to breakfast in the morning and have to try to walk around vomit and broken glass. The other strange thing is that groups of parents bring these kids and then hang out in another area together pretending that they know nothing about what junior is up too or I guess they don't care. I don't think the kids would be allowed on their own but this is the work-around.

The food was good but not great. We loved the burgers and nachos out at the beach. The resort itself is beautiful to walk through. We had no problem getting dinner reservations. I really enjoyed the Mexican dancing Saturday night and the rock show earlier in the week. They had an excellent band afterward that were terrific. The rest of the shows during the week were just ok. Room was very large and the maid service for our room was pretty good overall. We found the beds (with the pillow top) to be incredibly comfy.

Please bring bug spray if you are prone to bites, my legs and arms were covered!

Overall, we had a good time but no we would not go back to this resort. We chose this resort based on the rating but it is a bit misleading. I have to say that the type of people who were at this resort during the week and the policy of allowing everybody to do whatever they pleased would make me not recommend this place. Other resorts we've been too have impressed us with some level of control and security -- making sure things are moving smoothly amongst the people so that everyone gets value from their vacation, especially considering the cost of staying at this resort.

Room Tip: I would shoot for the middle building. Anywhere you choose is going to involve a bit of walk. Top...
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  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank sinmonstix
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 April 9, 2014

Dear guest,

Thank you for staying with us during your recent vacations in the Riviera Maya.
Please accept our sincere apologies for the inconveniences you experienced during your stay.

We receive room requests and try to do our best in order to honor them, unfortunately rooms can not be confirmed until arrival, due to availability; we are sorry about your discomfort.

In regards to your comment about the sunbed reservations, we would like to mention that our management is working very hard to reinforce this rule.

We would also like to clarify that IBEROSTAR is a familiar hotel and we operate under the Mexican Law that states that the under aged (under 18) are not allowed to drink alcohol in public spaces or given entry any discotheques. We have taken note of your comment and we will ensure our standards are being followed and met.

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

Please do not hesitate to contact us for any assistance.

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

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 Green Hotel in Playa Paraiso
#3 Family Hotel in Playa Paraiso
#3 Luxury Hotel in Playa Paraiso
#3 Spa Hotel in Playa Paraiso
#4 On the Beach Hotel in Playa Paraiso
#4 Top resorts Hotel in Playa Paraiso
#5 Romantic Hotel in Playa Paraiso
Price Range: $265 - $608 (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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