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“Great hotel - needs some repairs”

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Iberostar Grand Hotel Paraiso
Ranked #1 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
“Great hotel - needs some repairs”
Reviewed September 8, 2013 via mobile

We visited from 11th August for 10 nights as a returning couple from last year. We were in the same block 71 as the previous year which over looks the tranquility pool, great view and so peaceful.
The food was amazing and we went to all the restaurants the surf and turf was our favourite. The buffet is so good with different foods everyday, the staff work so hard to make your stay so special.
The star friends work so hard and long hours but always take the time to talk to you and always remembered our names and recognised us from last year! The shows are fantastic too.

It's a great hotel and we loved our stayed just as much as last year.
It did rain for 2 days and the ceiling was leaking the roof needs some repair as the carpet was getting wet and smelt quite damp in places. They did put down pieces of carpet to soak up the water but it didn't look that good throughout the hotel.
As it was an adults only hotel we were little surprised that children were on the beach in front of the hotel the security guard on the beach just ignored them. We chose the hotel because it was couples only and didn't really expect to see children on our beach when the 2 hotels next to the Grand are family hotels and the beaches are fantastic. Even the star friends from the other Iberostar hotel brought them down to explore on our beach rocks surely that cannot be right?
We love our time there even though it is expensive but hope to see some improvements hopefully before we return again.

Stayed August 2013, traveled as a couple
Helpful?
7 Thank Kim R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 20, 2013
Dear Guest,

Thank you for taking the time to write a review about your recent stay with us; we take all comments, both positive and negative, very seriously, as we constantly strive to achieve the utmost level of guest satisfaction.

We really appreciate your special mention of the food, tranquility pool, the great view, and of course our dedicated staff. We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours are always motivating.

We are working hard to repair and avoid future water leaks in the hotel. We are deeply sorry about the inconvenience and please rest assured we are on top of it.

Regarding children on the beach, we will communicate with our sister resorts’ Star Friends.

Please accept our sincere apologies for the inconveniences caused in this respect and we hope that despite of these issues, we will be able to welcome you back to offer you an outstanding vacation.

Best regards,

Quality Manager
Iberostar México
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed September 7, 2013 via mobile

Do not expect too much out of this resort except good service and beautiful beach. The first few days in this resort, it rained a lot and the hotel was dripping from the ceiling almost everywhere you went. The room next to our room had a big puddle in front of the door that required the guests to relocate to another room. We had reservations to try all four restaurants in the resort but after dining at the French restaurant l'atelier and the surf and turf, we were convinced not to bother with the other two restaurants so we just settled for the buffet every day. At least, if you didn't like something there, you have a chance at trying something different. Now the drinks, it is hit or miss unless you just drink beer straight out of the bottle. The wines are undrinkable. We have tried everything on the inclusive list and the only one I could tolerate is the Chardonnay from chile. They had a merlot from California but they said they were out of it for a while now and no longer offer it even though it was still on the list and perhaps the only wine you could actually drink. On the extras side, less than average wine is way overpriced. Woodbridge which is maybe 7 dollars a bottle back home, is priced at
70 usd!! As for Margaritas, it all depends where you order them because they make them differently at every bar.
As for the activities, we did the bike tour on bicycles that need major servicing. The tires were almost flat, the seats worn out and the pedal on my bike came out at one of the stops so we had to screw it back in just to make it back to the hotel.
I also tried the spinning class.. The bikes are rusted and the handle bar on the bike that one other man was using got detached when he stood up on the bike. Also, the arena where the spinning class is held is steaming hot, and if it is sunny you overheat as if you are in a sauna room or a sweat lodge before you even start pedaling. I suggest they replace all bikes with new equipment and move them into a room similar to the gym room with air conditioning.
The only activity we enjoyed was golf. It is worthwhile. Beautiful and challenging course that you would definitely enjoy as a golfer.
We wanted to explore mexico outside the resort so we decided to go to playa del Carmen. There is shuttle that takes you from the hotel for 5 dollars and picks you up a few hours later. The driver was unfriendly and didn't care. They deposit you there to go spend some money and get harassed by the sellers trying to get you to buy tours here and there and it is not cheap. We couldn't wait until we went back to the resort.
Don't go to iberostar grand hotel for the wine and food. Just go there to enjoy the Carribean sea.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Anitouz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 13, 2013
Dear guest,

Thank you for taking the time to communicate us your feedback during your recent stay at the Iberostar Grand Paraiso. We take our guests comments very seriously as your feedback helps us improve on a daily basis by identifying our strengths and weaknesses.

We always try our very best to make our guests stay as comfortable as possible and we regret that we did not succeed in this case. We are working really hard to fix areas affected by the heavy rains as soon as possible.

We have already shared your feedback on our restaurants with our Executive Chef for his consideration. He continuously strives to offer the best quality so your comments will be useful.

Regarding the tour bike and gym, please accept our sincere apologies for the inconveniences caused in this respect. This is certainly not the memory we want our guests to take home and can fully understand your disappointments. Please note that we have personally passed your feedback on to all the department heads concerned in order to improve these services.

Regarding the shuttle service, we are sorry for this inconvenience. Unfortunately they are an external company that provides their services as an added bonus for guests that want to explore Playa del Carmen and prefer to use the comfort of a shuttle service. Your comments will be forwarded to them as their customer service should be of the highest quality as well.

It would be a pleasure for us to welcome you back and provide you with a great stay showing that we have improved our service for you.

Best Regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Punta Gorda, Florida
Level 5 Contributor
62 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed September 7, 2013

We were offered and upgrade upon our arrival at the Parasio Maya resort next door. By far, it was the best spent money ever (as it's adults only). The accommodations are superior in every way as is the entire staff. They leave nothing to be in need of. The front desk staff, housekeeping, Waite staff, concierges all were truly amazing. Ordered flowers for our anniversary and the concierge took care of that along with having special things done to our room that night while at dinner. All the restaurants are excellent but we really enjoyed the Japanese (in fact we ate 2 nights seated at the Hibachi), French and Steak House.

Room Tip: Don't think there is a bad room to be had. We had a room overlooking the garden and the spa, it...
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rick M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 20, 2013
Dear Guest,

We are pleased to read your nice review about your stay at Iberostar Grand Paraiso, we really appreciate the time you took to share your opinion with other travellers.

Once again, congratulations for your anniversary, we appreciate that you gave us the opportunity to celebrate this special occasion with you, and we hope that the details we made, helped to have an unforgettable memory.

It is good to know that you enjoyed our accommodations, restaurants as well as our staff service. We always try to pamper our guests to surpass their expectations, and reading that you had a great time make us feel very satisfied. We can assure you that our staff would be happy to hear that they were part of your experience.

We look forward to welcoming you in the near future. Please feel free to contact us for any assistance.

Best regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed September 6, 2013 via mobile

My wife and I celebrated our 10 yr anniversary at the Grand. The customer service was out of this world good! Best I've ever been treated and that goes for every level of staff...from the bell boys to the hostesses, waiters/waitresses...absolutely amazing staff every single one of them. The stars team were a lot of fun too...Eduardo, Abraham, Andy all great guys!

I really can't believe anyone rated this hotel's service less than very good. But then again I think a lot of that comes down to how you treat them. Are you respectful? Are you thankful for their hard work? And yes we tipped. I know we didn't have to but we wanted to bless them for treating us so well. If you pay attention while you are there you'll see them working very long hours with great attitudes for peanuts compared to what most Americans make so we wanted to tip and I'm sure that goes a long way in the differences of opinions on here. But we also made an attempt to get to know them: asked questions about their history, their families, what it was like working there, etc... that helps too.

The worst I could say about the Grand is that yes there are places in the hotel that leaked (it rained a lot while we were there) and yes there are a few places that need a little coat of paint but those are very minor things that didn't detract from our experience at all. And the staff was actively working on the facility to fix the few issues we saw.

All the restaurants we ate at were great, the shows were fun, the golf course was absolutely breath-taking, beach was amazing...We can't wait to go back!

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank crbrta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 17, 2013
Dear Guest,

We would like to take this opportunity to thank you for the review you have written for the benefit of the Trip Advisor community.

There is immense pleasure of having a guest such as yourself speak in such high regard of our Hotel. We thank you for your support and above all your recommendation that makes our team proud. Regarding the leak you experienced, we would 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. In this case, these areas need to be completely dry, so our team is ready to fix them as soon as possible.

We would like to thank you for the recommendations you have made and hope that we will have the pleasure of welcoming you in the near future to experience all the positive changes made.

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.
Syracuse, New York
Level 3 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed September 6, 2013

We visited in August with two other couples. Overall we had a good time, good laughs and food and drinks! We were in bldg. 71, view was just as you see in the pic's, if you want to be right by the water that would be it! The others were in bldg. 72 facing tranq. pool, those were really nice too. Now here comes my pet peeves :)

Check-In: For me it was a fiasco and for paying the money for the oceanfront I was really frustrated! We get there, rooms were not ready, ok no big deal we were fine with that so we went for lunch. Few hours later we get back to the front desk, the two rooms were ready in bldg. 72 so off they went to their rooms and it's like they had no clue we were there waiting for hours for an oceanfront room so to say you get whisked away to a private check-in is a lie! By this time I was hot, tired since we had to bet up at 2 a.m. to get to airport earlier. We were still waiting, I might have been a little bit witchy at this point, finally the same guy who took my sisters to their rooms took us to ours, um really? The butler was nice, brought us to our room, started to explain what they offer, I said I heard that earlier when my sister was checking in so let's move on, we set up time to clean/turn down/mini bar/lower air cond., we're good. Then comes the receipts for our dinner reservations and of course those were not all correct so after back and forth with the butler on the phone trying to do the changes and my hubby getting inpatient we got things correct. Can I go relax now?

Shows: We went to see one show, boogie nights, it was good, they do really work hard. One night we went to the Snake Bar, that was interesting, the tiny bartender was hysterical, he was small enough to be a jockey! We checked out the shops then the disco however disco didn't open until 10 but when we tried to go in there, a girl told us nicely it was 11 and slammed the door!. I really just wanted to look around not stay. We still laugh at that whole incident! We were able to call the Grand to get someone to pick us up where the shops were, 6 adults on a golf cart, fantastic ride!!!

Evenings: We pretty much spent it in the lounge, they had a local two man band who were pretty good. However, I think the resort needs to keep the drunks and people who think taking the microphone from the band is OK in check. Honestly, they really need to deal with drunk people and send them to their room. I'm not sure why there was a large group of adult men there, they were rude, obnoxious and drunk and the hotel should of handled it appropriately! A bunch of people got up and left the lounge because of it, including us, I really didn't want to listen to some adult drunk slobber all over the microphone attempting to sing and be told they can't smoke in the lounge. The band should not allow it either so their at fault just as the resort.

Rooms: They pretty much looked all the same other than the view so it's a personal preference, mini bar was kept up, turned down/cleaning service was good, really no complaints.

Pool Area: We didn't really spend a lot of time there which is surprising but I enjoyed the beach in front of bldg. 71. I do know the bartenders need training as they all make the same drink differently, not consistent at all! Drink waiters were OK, I felt they didn't appreciate the tips you gave them.

Food: All was good, no complaints. We ended up eating at the dinner buffet most nights as the food was better. We went to the Japanese rest., sushi was worst than the buffet, waitress was well if you can't speak to people or crack a smile you probably should not be a waitress. It was quiet in there we were afraid to laugh. We went to the Italian rest., same thing, really quiet we were afraid to talk! Waiter was awful and so was the food. We ate at the breakfast buffet, was good and did room service for breakfast which was on time and good food.

Beach: Amazing! We were able to see them dig up the baby turtles and we saw a wedding, we did have two days of rain so that was a small downer. There were a few vendors who come up to you just politely say no and they are fine.

What I wish was better: Check-in process, Dinner reservations, they really need to revamp this, it's annoying and the food in the restaurants. Some Umbrella's by the pool area would be nice, not have the jet ski area near bldg. 71.

If you do the breakfast/lunch buffet, ask to sit in Jorge's (George) area, he was awesome!

Overall: A good time, still up in the air about going back, but a good experience.

Room Tip: Any room is good, they all look the same just a different view and that is a personal preference.
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  • Stayed August 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Cuse42day
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 13, 2013
Dear Guest,

First of all thank you for the time you invested in writing your comments about your recent visit to Iberostar Grand Paraiso.

We are really sorry to learn that our Front desk services and the butler services did not meet your expectations. Your comments have been passed on to the Departments concerned.

Concerning the service, we thank you for your comment and will address your concerns to all of our team members to guarantee the best experiences for all our guests; we are really sorry about the uncomfortable situation with the guests you mentioned; we are preparing several training programs to handle situations like the ones you mentioned.

We thank you once again for your feedback; we do listen to our customers and take corrective actions based on your reviews, in order to keep improving to obtain your complete satisfaction.

We hope you give us another chance to welcome you again to the Iberostar Grand Paraiso.

Best regards,
Quality Manager
Iberostar Mexico
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Quincy, Illinois
2 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed September 5, 2013

I just returned from the Grand. I went with my husband and his work of about 20 people. Over all it was ok but for the price of this resort I expected more.

Rooms: they were very clean and we didn't have any issues. We requested certain beer and it was always in our frig. Clean towels, clean room and bed turndown every night. Didn't smell musty which is common issue in MX resorts.

Food: all food was good. Breakfast buffet was good and had a good selection. Lunch was in a buffet as well but you always had a menu that you could order from if you choose. Dinner places were good. Everyone always had a good meal. Service was very good.

Beach: it was very clean but the ocean had LOTS of rocks in it. It was rough when we were there cause it rained quite a bit.

Service: this was outstanding! They treatd everyone like royalty. Everything and anything you wanted. Seemed like everyone liked their jobs. Lots of things to do if it's raining. They really do their best to do whatever they can to make your day.

Shows: these were very good. Nothing like other resorts. The "Rock Show" was very good.

Grounds: not very good. I am someone that looks at that kind of stuff. This place needs a major face lift. Their is plaster and drywall falling off everywhere. The pools all have missing title. Not just a small section, I'm talking like a foot or more of missing tile. When it rained the ceilings ALL leaked. They put these mats down so people wouldn't slip due to the leaks and it was crazy how many there was. There was rust everywhere and holes in most buildings. My husband had plaster fall on his head multiple times. I had water dripped on me a lot.

All in all it was a decent resort but I would NEVER pay that much for a resort of that caliber. My husband's boss paid for our trip.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank LyndsayTraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 14, 2013
Dear Guest,

We really wanted to thank you for writing your review on Trip advisor. We are very happy to read that you enjoyed your recent stay, thank you also for your compliments about our staff; our whole team appreciates them.

We are happy to see that there are elements of the Iberostar Grand Paraiso that you quite enjoyed, like our beautiful pool, varied and delicious food and our service.

However, it remains in us the concern that some of your expectations were not fulfilled. We would like to mention that our Management and Maintenance Department are constantly working on areas to be improved and all our facilities follow a maintenance standard roll in order to try to keep our areas and rooms impeccable. We apologize about the issues you mentioned. Please rest assured we are on top of it but certain repairs, as simple as they may be, require a dry weather in order for them to be effective and long-lasting, so we will start these as soon as possible.

We wish you might consider giving us another opportunity to host you in the near future to experience all the positive changes made based on our guests recommendations with the intention of enhancing our facilities and keeping the natural environment that represents our hotel. Improvements are made on our resort all year around. Throughout the remodeling stages, careful planning is taken into consideration to ensure that there are no inconveniences to our guests during their stay at our resort.

We hope that your experience on this visit will not dissuade you from staying with us again; we hope to have the opportunity to restore your confidence in IBEROSTAR Grand Paraiso and show you in future visits that we improve day after day thanks to our guests’ feedback.

Best Regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kansas City, Missouri
Level 3 Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed September 5, 2013

Just got back from Iberostar Grand Paraiso and had an amazing vacation! I have to start off by saying that the staff, butlers, waiters/waitresses, concierge, cooks, etc....all were unbelievably friendly, attentive and helpful. Lots of other resorts you ask for something and the staff either forgets or takes forever to do it, not the case here. The pool wait staff was almost too attentive! Always was able to get anything and everything I wanted very quickly. The resort overall seems to be getting a little bit of age on it. Not that it isn't nice, but just several things are starting to look a little raged or dated.

Our main complaint about the resort is the food was pretty below average compared with other 4+ star all inclusive we have stayed at. There isn't a whole lot of variety in places to eat and a lot of the places are booked when you want to eat there. We ate at the Japanese and Toni's Surf and Turf Restaurants. Both were just ok. Nothing terrible, but just not anywhere you would really want to eat at again. The only option for lunch is a buffet and I thought the variety and quality was a little suspect. The breakfast buffet was really good, but it is hard to screw up eggs, french toast and churros.

I used the vouchers for 2 free rounds at Playa Paraiso Golf Club and thought the course was phenomenal. The course was beautifully maintained and really a joy to play. Is was just featured on a huge golf channel program called Big Break Mexico. The course is on the grounds of the Iberostar complex and takes about 2 minutes by golf cart to get there. This is a really great feature to have as an option on your vacations

Pros:
- Staff and Star Friends
- Beautiful Location
- Service
- Not too Crowded
- Great beach
- Nice room view
- Golf Course

Cons:
- Food!!
- Small dated Shower
- Lack of dining options
- Pool cabanas not the best
- Bugs (not the resorts fault obviously though)


Side note about the TV programming. Other AI resorts we stayed at had quite a bit of programming in English but Iberostar Grand did not. I think they were maybe 5 channels in English. This isn't a huge deal but when it is either raining or you are taking an afternoon siesta, a little TV is nice white noise in the background. We were kind of surprised about this and just figure we would pass info along.

  • Stayed August 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank KCDentist
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Grand Hotel Paraiso, responded to this review, September 14, 2013
Dear Guest,

First of all we would like to thank you for taking the time to share with us your opinion of your last stay in our hotel. We take our guests’ comments very seriously as they help us pinpoint areas that have room for improvement.

Your special mention to our staff was 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.

On the other hand we are concerned that some of your expectations were not fulfilled. We are sorry about your disappointment with our food. We can assure you that our goal is to offer our guests with a unique and special experience with all our dishes and to provide freshness and quality. Our chef is always open to receive feedback in order to achieve our guests’ complete satisfaction so we will forward your comments to him for his consideration.

Regarding the cabanas on the beach, we are just starting to replace them. Finally, in reference of the TV programming, we receive guests from all over the world with different languages and we would like to have choices for all of them, so we select the top ones. Also, we have available the “Pay per view” program in each room and a movie list to lend at any time at the concierge, we apologize if we were unable to inform you properly.

Thank you once again for your feedback and we look forward to the opportunity of having you once again here at the Grand Paraiso Hotel, we are confident that we will meet your expectations and that you will have a very pleasant stay.

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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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 On the Beach Hotel in Playa Paraiso
#1 Luxury Hotel in Playa Paraiso
#1 Romantic Hotel in Playa Paraiso
#1 Family Hotel in Playa Paraiso
#1 Top resorts Hotel in Playa Paraiso
#1 Green Hotel in Playa Paraiso
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Iberostar Grand Hotel Paraiso 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 hour 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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