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Reviews (5,585)
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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 pillow top. It felt more like a box spring then a mattress. I had a king bed and I noticed in a few of the queen bed rooms that the mattresses had pillow tops. Recommendation is to get queen bed rooms or have them guarantee a pillow top mattress. If you have children that nap during the day I recommend trying to get a room away from the wave pool. When the waves start a loud horn blasts and it can be heard even if doors are shut.
  • 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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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 were on 2nd floor in building 61 and had a family suite and two jr. suites. We were happy with the rooms and the location. We were six adults and 4 children.
  • 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

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Reviewed 5 January 2015

We took our 2 and 4 year old kids and we were able to keep them more than entertained for the entire trip. The weather was great - high 70s and low 80s - we went from Dec 29 to Jan 4. Great pirate ship and wave pool for the kids. Ice cream parlor. The beach is great. A little seaweed but nothing you can't get used to. Feed the fishes in the ponds, the kids love it! At night, there is a great kids show at the theater that both my kids loved.

  • Stayed: December 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
1  Thank Tim R
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 very much for choosing our resort and taking the time to write a review.

We are very happy that you and your grandchildren enjoyed our pools, our service and our facilities in general.

We hope we have the opportunity to welcome you back in the near future.

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
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