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Iberostar Paraiso Maya
Ranked #4 of 11 Hotels in Playa Paraiso
Certificate of Excellence
GreenLeadersGold level
Reviewed 6 January 2015

This was our second visit to this resort in the past 2 years. We were a large group, and a few things we noticed had changed. Firstly, the food has not held up. Two years' ago, there was only one restaurant that we did not have a 'very good' meal at. This time, all but one were in this category. The one restaurant that still holds it up is the Japanese Teppanyaki. The other 'complaint' we had is the house wine quality. While there are about 5 different House Wines supposedly available on the wine menu, no one is ever offered a selection. You are only ever offered the 'choice' they have open at night in that particular restaurant. You may or may not get a different choice if you ask. This has changed. The last time we were at this resort, the house wines were quite palatable. Also, the wine was (in the past) upgraded for New Year's Eve dinner. Not so any longer. What ends up happening is having to order & pay a significant up charge for other wine choices.
On the positive side, the golf is fantastic & attached to the resort. The staff at the front desk and housekeeping are beyond accommodating. Wait staff in the restaurants is hit or miss…if you tip well & they remember you, it makes a big difference!!
Will we go again? No. Would we recommend it? Depends on your needs. It IS a very large resort. It WILL take awhile (10 mins) to get from the beach to reception. If you want to have room service periodically, don't go. It is offered, but only as a courtesy. It is not the place for this. It is more for large groups, people that have children that are a range of ages, golfers that want to party at night, etc.

Room Tip: I would suggest trying to get a room mid-way between the beach & reception area. The resort is h...
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  • Stayed: December 2014, travelled with family
    • Location
    • Rooms
    • Service
4  Thank Lakeshore566
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 14 January 2015

Dear client,

On behalf of the IBEROSTAR Paraiso Maya team, we would like to thank you for your sharing on this medium how your holidays went.

We work hard in order to make our guests happy, and reading that one of repetitive guests was not completely satisfied during their recent visit, concerns us.

In reference to our culinary and wine list offer, we are sorry we did not meet your expectations this time. We can assure you that our intention is to offer the best quality and service, and we keep track of every comment or concern of our guests and this is presented to Management in order to take actions were necessary.

Kindly accept our sincerest apologies for any discomfort you may have had with the tips; our staff must do their best to accommodate our guests, and tips are definitely not mandatory and our guests should not feel obliged to make this extra effort. We will be looking into this with the Food & Beverage Manager.

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

Best regards,
Quality Manager
IBEROSTAR Mexico

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1,644 - 1,648 of 5,151 reviews

Reviewed 6 January 2015

My wife and I arrived for our first stay at the Paraiso Mayo and were blown away by the entire experience. Staff was extremely courteous and professional. The rooms were top shelf. The pools and dining exquisite. We used onsite travel for a trip Xichen and it was outstanding. The whole of the event was beautiful, romantic, and a total joy for the senses.

  • Stayed: December 2014, travelled as a couple
    • Value
    • Rooms
    • Service
2  Thank Joe G
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 14 January 2015

Dear client,

We would like to thank you for the opportunity you have given us by choosing us for your vacation in Mexico.

We are delighted to know that you had an enjoyable vacation and that you were pleased with the facilities, pools, and services provided by the hotel and our staff, they will be congratulated for their great service.

We wish to have the opportunity to host you in the near future.

Warm 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 6 January 2015

Stayed over the week of New Years 2014-2015. I typically travel during this time of year and have stayed at many resorts in the Caribbean so I have plenty of places to compare to.

Lets start with the good:
- Awesome pools. Best I have ever seen. Tons of them. Wave pool, sports pool, party pool, lazy river, kids areas, waterfalls, quiet areas, many swim up bars, etc.. Definitely the strongest part of the resort.
- Coffee. Just really good!
- Large rooms. Plenty of space but my favorite part was there is a door that separates the beds with the entrance and bathrooms. Very helpful for noise reduction since I have a young child.
- Spa. Nice spa with friendly staff. Not very big but gets the job done.
- Selection of Food. Plenty to eat and tons of food everywhere. Wasn't difficult to find things to eat at each meal.
- Kid Sitting. We didn't take advantage of this but they have two fenced in areas with kid pools, jungle gyms, indoor classroom, and staffed caretakers. You can drop your kids off with them and they will watch your kids for the day. Just a great benefit for parents. Although we didn't use the service we did make use of the pools and jungle gyms during the day so we interacted with the caretakers and kids.
- Casino. I mention this not because I went but because on the morning I was leaving I found out there was one there. Take note that it is in the shopping center!

And now the bad:
- Uncomfortable bed. This in some ways ruined my trip. Very difficult to really relax and enjoy your trip with an extremely uncomfortable bed. Was really bad. We but a comforter under the sheet and it still made little difference. Had a king bed with no pillow top or anything. I travel a lot for work and this was probably the most uncomfortable bed i ever stayed in.
- Slow service. A number of times we called the concierge or room service for things and it just took an incredibly long time to get them. Staff was friendly but just slow.
- Ugly beach. When i think of a resort beach i think of white sands and clear water. The sand was white but at the ocean edge there were piles of seaweed everywhere. Also the seaweed was all in the water. Just not enjoyable digging in sand and playing in the water with that going on. The beach area itself is very nice and has a lot of beach chairs and covers.
-Quality of food. A wide selection of food but quality is lacking. Two in our party of 10 got food poisoning while there. To be somewhat expected at an all-inclusive (well, not the sickness).

Room Tip: Biggest issue with the room I had was the rock hard, very uncomfortable bed. The mattress was not a...
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  • Stayed: December 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
1  Thank John H
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 14 January 2015

Dear guest,

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

We are happy to hear that you enjoyed our facilities and our service. We do our best in order to provide our guests with the best holidays.

We regret to hear your discomfort with our beds Thanks to our guests' comments, our Housekeeping Department ordered new mattresses that are softer and also have a pillow top included. A good part of the rooms have these already, it is a shame you did not try one. Hopefully you will on your next visit.

We are very sad to read that we could not meet your expectations regarding the quality of our food. It is important to clarify that we have a Health & Safety Department that logs all details and takes tests several times a day. This department controls temperature, conservation, procedures and makes sure all standards are met. We also work with and external company that comes in regularly to check on each detail. Tour Operators and Government Organizations also come in to verify those. The doctor onsite reports every case of illness in each hotel so that we can immediately take corrective actions where necessary if an anomaly was detected. Please note that if we neglected this area, thousands of guests and employees would get sick.

We regret that the circumstances mentioned affected your vacation experience and your perception of our hotel; we hope that we will once again give the honor of serving you at our resort so we may prove to you our commitment to exceptional customer service and satisfaction.

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
Reviewed 6 January 2015

Family vacation over new year's. hotel rooms and service were very good. staff friiendly. food was plentiful but after the second day, it all tasted the same. Be sure to make rez in the sit-down restaurants. Our family does not like buffets. If you're spending big bucks for a family vacation, it's nice to be served!

Room Tip: If you are traveling with children, try to reserve a room or rooms near the pools and beaches. We w...
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  • Stayed: December 2014, travelled with family
    • Value
    • Rooms
    • Service
2  Thank gurugrammy
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 14 January 2015

Dear guest,

We would like to thank you for the opportunity you have given us by choosing IBEROSTAR Paraiso Maya for your vacation in Mexico.

We are happy to hear that you enjoyed our food, our rooms, and the excellent service of our staff.

Your review motivates us to continue improving our service. Thank you for your recognition.

We look forward to seeing you again at our hotel.

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
Reviewed 5 January 2015

Resort was nice; staff was friendly but not well informed. We received misinformation more than not. The food at the restaurants was excellent however they did not enforce the dress codes - long pants were not required as they say they are. The food at the buffets gets old after a while. The resort was extremely large and it took some time to get from place to place. The pool area is great and the beach is clean. When drinking at the swim up bar, remember tip Filberto, he is awesome! The good far outweighs the bad.

  • Stayed: December 2014, travelled with family
    • Value
    • Location
    • Service
1  Thank Scott F
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 15 January 2015

Dear client,

Thank you for choosing IBEROSTAR Paraiso Maya for your most recent vacation and for taking the time to write your review about how your holiday went at our resort.

We are sorry to hear that our buffets did not live up your expectations. The food variation in our buffets is part of our quality standards Our Executive Chef will take note of your feedback.

We regret any dissatisfaction regarding our services and the layout of our resort. Some guests love the long walk around our beautiful grounds and other guests prefer to take a ride. We have a train going back and forth and we also have golf carts with our bell boys. We are happy to tell you that we have just bought new golf carts for our guests comfort. You can also pre-program a ride with the Concierge and wait comfortably in your room until it arrives. Your comments about the points mentioned have been sent to the department in charge, as this point has been reviewed before internally, and we are working on improving it.

Thank you for choosing IBEROSTAR and for your preference. We look forward to seeing you again at our hotel!

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
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Additional Information about Iberostar Paraiso Maya

Address: Carretera Chetumal - P. Juarez Km 309, Playa Paraiso, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Beach Business Centre with Internet Access Fitness Centre 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 Spa Hotel in Playa Paraiso
#3 Family Hotel in Playa Paraiso
#3 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 Romantic Hotel in Playa Paraiso
Price Range: $352 - $807 (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

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