Paradisus Playa del Carmen - Riviera Maya

Some staff members at this resort are really nice, and some are not. Unfortunately I had a few incidents that made me think not to come back again. Some staff members had an attitude and while I was told I cannot take a China cup and plate to the room, a lady asked a staff member and she told her yes, take it. This was clearly an act of discriminating. So, maybe in some cultures it is OK to do so, but not for us. The folks at the family concierge were not friendly, but other resort staff were super nice.

I will never bring my family back to this resort again. The trip started out great. We upgraded our room out of pocket to a swim up suite, it was the ideal way to do it for us since our daughter is under two years old and we wanted to be more secluded while swimming. That upgrade came with a destination concierge throughout our stay. While he did book our dinner reservations for us in advance, that is about as much service as he provided. We never met the guy, Eduardo Monroy. He did not provide our daughter with her welcome backpack that came with some toys and a coloring book, pencils. We got that bag a day before checkout and only because we asked for fish food to feed the koi, which they were supposed to provide on arrival. The resort itself was beautiful, and large. There was enough to do for the whole family and enough food options for breakfast, lunch and dinners. Several bars to get drinks from. No complaints about the property at all. AC was not as cold as I assume most would like but not a problem. The real issue began a day before we checked out. When we were informed of all of the extra benefits we missed out on. Excuse me? I was not informed of these benefits. I was told a day and a half before checkout. Unbelievable. To apologize, they invited me to a no obligation time share information session so I could obtain a $100 credit towards family photos that we took at the property. I initially declined but Franco from Circle came and assured me there was no obligation to commit. Reluctantly, my wife and I agreed. Big mistake. The information was given to me by another woman, it took about 45 minutes or so. Not a problem, it was great information. I told them I saw the value in their package but right now was not a good time for my family to commit to a $30,000 time share at $525 a month for five years, with a $6,000 down payment needed. Yeah, I was never going to get that time share. When Franco found out I declined the offer, he came to “seal the deal” and persuade me. Well, his idea of persuasion was being rude to me, telling me that if he ran my credit I probably would not qualify anyways, and that with my mentality of not wanting to commit to such a large expense I would never have a good quality of life. My good sir, are you joking me? They invited me in at no obligation only to be rude and condescending when I declined their offer. I was never rude to them, I provided logical reasons as to why now was not a good time to commit to a time share for my family. At this point, Franco was so visibly upset that I called him out on it. I also work at a hotel, in the heart of Brentwood, CA. I would never think about speaking to a guest the way he spoke to me. Assuming I had bad credit or that I could not afford their package simply because I was declining their offer, is such an odd and unprofessional way to handle yourself while on the clock and in uniform, on property as well. I was so baffled. I genuinely can’t believe he has a job at this property, as he is lacking the customer service necessary to deal with guests. I can only imagine how he treats his staff. He has the ability to ruin guests experience to the point they will not come back. I will 100% never return to this property again, thanks to Franco. Cancun is just as beautiful, if not more. Plus you’ll save about an hour in traffic if you do just stay in Cancun.

I went back to Paradisus and did family concierge with my husband and daughter. We came back to this resort because the service and food are excellent. Our concierge Emmanuel and Jonathan gave excellent service and helped us with restaurant reservations. They went over and above with their kindness especially towards my daughter. Angelo at the family concierge pool was exceptional. In fact I couldn’t find anyone who wasn’t amazing from everyone at The Lunch Box to all the staff at the concierge pool and bar and concierge building snack bar! We always felt so spoiled. Muchas gracias a todos!

Paradisus was a beautiful resort, my family and I had a wonderful time there. The food options were great, the kids had a lot of fun with variety of pools and the water park . We did the family concierge and was assigned to Nestor, who was incredibly helpful with assisting our day-to-day. I would definitely comeback

The hotel is fabulous- lovely atmosphere - nice pools and even the beach was nice ! People are super friendly and service and food great! My adult children loved the cafeteria! The only thing I think could improve is more spaces with air-conditioning