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“A Week in Paradise” 5 of 5 stars
Review of Iberostar Grand Hotel Paraiso

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Iberostar Grand Hotel Paraiso
Ranked #1 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Boston
Level Contributor
26 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“A Week in Paradise”
5 of 5 stars Reviewed January 20, 2013

We had a great stay at the resort in Mid Nov 2012. We were there for a week and want to mention a few issues and things that could use upgrading – improvement. In the rooms, we like to have the room cool when we sleep – and the room we were in, the A/C was not getting cold enough. It took a few attempts of us complaining to our butler – concierge and when it didn’t work at all after 2 days, they finally fixed it. The butler/concierge response to simple requests can be frustrating. My wife wanted a shower cap, since she used the one in the toiletries provided. It took numerous calls to get them to send us some. At the pool, the cabana curtains are ripping and need to be replaced. Also, the cushions on the pool chairs are thin, and the padding worn, as are the mattresses on the cabana beds. They look sad. For a 5 star resort the cushions should be several inches thick not the inch or less that they are.

On the bright side everything else at the resort was great. We were at the Iberostar Grand Bavaro 3 months earlier so just a quick comparison. GP is much larger than GB so there’s more walking. At GP there is a menu where you can order a limited number of items during lunch and breakfast instead/addition to the buffet, including petit filet at lunch. If you want something not on the menu or on the buffet, they will find it for you, if it is somewhere on the resort. There is no menu to order off of at GB for breakfast or lunch. However, they will make something for you if you find the right person to ask. At GP, lobster was available on the buffet daily; in fact you can have it 3 times a day if wanted. The dessert selection is much better at GP. The beach at GP can be rougher than GB as there isn’t a reef offshore to calm the waves. The beach at GB is nicer than GP as the sand finer and softer and there aren’t any rocks in the water. At GB there is a dedicated watersports hut just for the GB where at GP it’s shared with the other Iberostars. This makes it harder to get a catamaran GP. The area for sailing in GB is limited by the reef and is crowded with many other boats, at GP it’s open ocean. The GP has a lot less people walking along the water than GB, only a few as opposed to dozens. At GP most of the staff speaks English, and at GB only the Star friends and a handful of the other people we encountered. At GP there is an indoor pool in the same building as the spa, which is nice if the weather doesn’t cooperate. At GP the pool waitresses that walked around seemed much more available than at GB.

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
6 Thank Looking372
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 30, 2013
Dear guest,

On behalf of Iberostar Grand Hotel Paraiso we would like to thank you for giving us the opportunity to host you during your last vacations.

We are delighted to know you enjoyed some of the services and facilities at the Hotel as the delicious and varied food that we are proud to offer.

We appreciate the time you invested to share with us all the impressions about your stay at the property, all your comments are really constructive and they help us every day to work on being better.

Our main worry is the bad experience you took home because of the concierge and butler service; they are one of our strengths because they help us create really special memories to our guests, so when their service is not 100% we take corrective actions. We assure you we will work on it so it does not happen again.

Once again we apologize for not being able to meet all your expectations but we trust to have the opportunity to welcome you back in the near future.

Best 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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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (1,293)
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English first
Freehold, New Jersey
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 stars Reviewed January 20, 2013

What started out as a quick check in took 3 hours. We traveled with our children 18 & 23. Our Travel Impression book stated 2 rooms 1 king 1 double bed, ocean view. This info we were told was not in their computer. This now became our problem. They asked us to go have lunch and they would figure it out. Their solution was a pool view 2 king. Of course if we wanted to upgrade $500 each room on Saturday an ocean view might be available.

Food and beverage selection excellent. Dinner buffet is not available every night.

  • Stayed January 2013, traveled with family
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
4 Thank D G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 30, 2013
Dear guest,

We would like to thank you for taking the time to give us your valuable feedback during your recent stay at the Iberostar Grand Paraiso.

We hasten to express our sincere regret that your visit fell below par with our front desk service. We are extremely sorry that we were not able to meet your expectations; your feedback is very important for us, as it helps to improve our services and avoid situations such as the one described, in the future. We have shared your comments with our Front Desk Manage. We offer you our sincere apology for the inconveniences that you encountered.

We are looking forward to the possibility of welcoming you back to our Hotel and give us another chance to show you the quality in the service that we are capable of offering.

Best regards,

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Necochea, Argentina
Level Contributor
21 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
5 of 5 stars Reviewed January 19, 2013

Yes, Iberostar is outstanding: Tucan, Quetzal, Cozumel, Paraiso Beach, Paraiso Maya, Paraiso Lindo, Paraiso del Mar... but Grand Hotel Paraiso is even more than outstanding!
Service, rooms, beach, pools, food and all inclusive made this trip the best. From the moment you are greeted in the reception, you see the difference. Do not start with this hotel if you plan to move like I did; finish in this one because there is nothing better than this one and it will avoid comparisons. I know that now I only want to go to this one, but hopefully to a room facing the sea!

  • Stayed July 2012, traveled solo
    • 5 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
6 Thank AndyLopez
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 30, 2013
Dear guest,

Thank you very much for your remark about our hotels, we are very proud to know that you consider that Iberostar Grand Paraíso is the best; it means that our goals are accomplished. We work hard to improve day by day to offer our guests our utmost in quality service and reading your comment make us feel satisfied and motivated.

We are glad to hear that you had an unforgettable experience, and we look forward to seeing you very soon. Should you need any assistance please contact us.

Best regards,

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Woodstock, Canada
Level Contributor
166 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
5 of 5 stars Reviewed January 19, 2013

The staff and the facility are both wonderful. Every staff member we encountered in our 6 day stay were wonderful (except one minor incident at check in) and we marveled at the quality of the furnishings, rooms, interior, and the grounds.
My compliments to the management as almost every staff member asked if we were enjoying our stay, could they get anything for us, would we come back to visit, etc.
And I felt safe on their grounds in a country that I was reluctant to visit, and even more amazing, after a few days, I trusted the food and water. I did not try the mussels and some of the more exotic types of seafood served, but I did eat lobster and shrimp, the guacamole, and many other items.
It was impressive to watch one of the breakfast chefs scrub her hands and forearms with soap and water, rinse thoroughly, and then dry with a fresh, clean ironed towel. Wow, better than some medical staff in hospitals!
The beach was beautiful and I enjoyed walking on the white sand or just lolling in the cabanas and enjoying life. Huge salt water pool, a quiet pool, and an indoor pool in addition to the ocean.
Would go back in a heartbeat!

Room Tip: Try to get one overlooking the ocean.
See more room tips
  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
5 Thank Caroleerik
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 30, 2013
Dear guest,

Thank you for choosing our resort and for your wonderful review; it means a lot to us. We are happy to learn that you had an excellent vacation and that you were pleased with our service.

We consider it to be a great honor to have had the opportunity to have served you and the fact that you endorsed our property highly, is very motivating for our Managers and Staff to keep going the extra mile. At the same time we would like to apologize for the inconveniences. Feedback is very valuable to us since it gives us a chance and indication of where we still have areas for improvement.

We look forward to the opportunity to welcoming you back soon and trust you will not hesitate to return.

Best regards,

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kansas
Level Contributor
13 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 stars Reviewed January 17, 2013 via mobile

Stayed here for a work function. Not enough good things to say about the service, accommodations, food, drinks! It was wonderful and would gladly go again! It was clean, Beautiful and the spa massage was amazing!

  • Stayed March 2012
    • 5 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
4 Thank G-n-L_2006
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 30, 2013
Dear guest,

It is lovely to read your great remarks about your recent stay at Grand Paraiso; we are thrilled to know that even if you came for business, that you had time to enjoy our exquisite cuisine, our Caribbean landscapes, friendly service staff and spa massage!

It was our pleasure to have you staying with us and we look forward to welcoming you back.

Best regards,

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
5 of 5 stars Reviewed January 15, 2013

Property is beautiful, cleanliness perfect and food excellent with many healthful choices and variety. What most sets The Grand apart from other 5 star destinations is the gracious, warm, charming and professional staff which goes to great lengths and has a genuine desire to insure that guests have a wonderful vacation.

  • Stayed January 2013, traveled with family
    • 5 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Review collected in partnership with Iberostar

Helpful?
11 Thank MAJLNYC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 22, 2013
Dear Guest,

Thank you for your nice review. Your special mention of the staff that enhanced the quality of your trip is also greatly appreciated. We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours serve to motivate us even more.

We thank you sincerely for choosing the Iberostar Grand Paraiso and we trust that we will have the opportunity to welcome you again in the near future.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois, United States
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 stars Reviewed January 15, 2013

My grandparents celebrated their 60th wedding anniversary this past year and decided to treat the family to a Riviera Maya getaway. The 11 of us had no trouble getting into Cancun, despite leaving on 12/27. Once we arrived, things only got better.

Being a large group, we reserved tables at the sit-down restaurants for each of the nights we were there. I think we all agreed the Japanese restaurant was the best, although the New Years Eve buffet was my favorite. All-in-all, the food is delicious and nobody ever had any stomach issues despite the fact that the tap water isn't potable. Also, having the mini-bar and room service included in the all-inclusive package is outstanding - I've never been to a place that includes those two amenities!!

As for the hotel itself... it's remarkable. The pool is gorgeous, but you need to get up crazy early (like 6:30am) to throw your towel down on a chair, otherwise it fills up really quickly. It seemed impossible almost all the chairs would go by 7am, but that happend every morning. No worries, though, because all of us preferred the beach lounge chairs anyways. The public beach was fantastic - some trash here and there, but the sand cannot be beat.

Every employee was kind and very helpful. If there was any kind of issue, they would find a way to make you happy. For example, my grandfather found a pool chair, but needed an extra for my grandmother. One of the staff saw what was happening, found a chair from around back, and brought it out for my grandmother - so nice.

I was lucky enough to play a few rounds of golf as well. The course was so much fun - the greens are close to impossible to 1-putt, but overall it's pretty manageable. Oh, and the drink cart is part of the all-inclusive package as well... awesome.

Tips: Go to Chichen Itza (and the nearby Cenote), take pictures with a group of Coatis (monkey-like squirrels?), Play the golf course, order tequila shots at the pool bar (they come in a cup), play some pool and order drinks, and spend some time at the tranquility spa indoor pool (it was empty when we went during the day).

  • Stayed December 2012, traveled with family
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
4 Thank Chris A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, January 22, 2013
Dear Guest,

Thank you for your generous review. We are happy to learn that you had an excellent vacation and that you were pleased with our service.

We appreciate that you have taken the time to acknowledge the efforts of our dedicated team and no doubt they will be motivated by your kind words.

It has been our pleasure to have served you and we hope that you will consider us as your vacation destination next time you are thinking of visiting the Riviera Maya.

Best regards,
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 Grand Hotel Paraiso

Property: Iberostar Grand Hotel Paraiso
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 Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Playa Paraiso
#1 Luxury Hotel in Playa Paraiso
#1 On the Beach Hotel in Playa Paraiso
#1 Green Hotel in Playa Paraiso
#1 Romantic Hotel in Playa Paraiso
#1 Top resorts Hotel in Playa Paraiso
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Iberostar Grand Hotel Paraiso 4.5*
Number of rooms: 310
Official Description (provided by the hotel):
Directly on the long, fine, sandy beach of Playa Paraiso in Mexico's Riviera Maya. Top 5-star luxury. Quiet and relaxing. Personal butler and concierge service. 24 hours all inclusive service. 4 a la carte restaurants. ... more   less 
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Also Known As:
Iberostar Playa Paraiso
Playa Paraiso Iberostar
Iberostar Grand Hotel Paraiso Playa Paraiso, Riviera Maya, Mexico

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