We stayed at Paradisus from 4/10-4/16 and had a fabulous time. There were 8 of us, 6 adults and 2 kids (ages 2 and 5).
Reading some of the past reviews, I can't help but scratch my head on some of them because we truly had a good experience with the hotel and are blessed that we did. We have some feedback and comments below that hopefully the hotel will read and take to heart - just minor items that can make their hotel service and facilities even better.
Staff - restaurant staff were the best from our perspective. Serving us refills of our drinks, asking if there was anything else we needed, even making us something that wasn't on the menu at the BANTA restaurant. Could the staff we pass by from and to our rooms be friendlier? Sure but they do say Hola to you everytime.
Restaurant - Naos buffet restaurant was really good, a great assortment for breakfast and dinner. Banta, the Asian Fusion Restaurant was great. I loved the fact that they allowed kids for dinner between 6-9pm so we were able to dine at the restaurant. VENTO - mediterranean was superb, you have to have their risotto. From a couple in our group, the exclusive restaurant was really great, gourmet. Sunrise grills had good snacks by the pool, chicken wings, cheese burger that were just fine.The Market restaurant was great - they had Rodizzio which we loved, great meat cuts.
Pool Area - the Palapas were pretty booked all the time during our stay except for the Sunday afternoon, so we didn't get to use really - the reviews are right on this one. They do get "reserved" with towels, personal belongings as early as 730am, the earliest we were up one day. There were seats available though so we just did that, no biggie for us. Note: one of the staff noticed my Mom and Mother In-law needed an umbrella and they immediately brought one to them :) My 5 yr. old enjoyed the kids pool for sure.
Kids Zone - decor, toys, books and facility looks great, as they are a newer hotel. The staff were really friendly and my 5 yr. old hung out on some days - they had trips to the beach, trampoline and rock climbing activities to keep them entertained during the day. I feel they could have had added more staff in the room. I only left my 2 yr old once and for a short time but I feel that the smaller kids area could use more staffing to entertain the kids there since they can't go outside and don't have outdoor activities like the bigger kids.
Room Clean Up - they always did a good job for us and turn down was nice because we would come home to a neat room. There was one day where the cervesas were not refilled, we just had to get drinks from the bar.
Room location - we were on the 2nd floor, with the jungle view, saw wild parrots flying in the trees while I was out the veranda and always lots of birds flying in the jungle. Room size was good for 2 adults, 2 kids, nice decor, comfy beds and pillows. Very rare that I like hotel soaps,shampoos, lotion amenities but I did theirs. It's in a shape of a rock, very organic and the lotion wasn't bad at all. I would have loved the ocean view but it is with a higher cost and not many rooms have the ocean view - just ask for a higher floor, at least on the 2nd floor to get a jungle view.
Hotel Area - you will see the local neighborhood as you get to the hotel but really, there is no danger that we saw, they are all minding their own thing, I hardly saw any locals in the neighborhood even. Some reviews call them the shanties but they truly are not, they're not mansions or anything. Remember that you are in Mexico and it's part of their culture.
Beach - nice white sand when we visited at 11am on our 2nd day. No sea plants or rocks visible. Both were present in the afternoon though. We didn't mind it and you can see the staff sweeping them to try to make the beach cleaner. These sea plants are all natural though and the resort can't help their appearance in the afternoon.
Free internet - yay!
Mosquitoes - they were present at dusk but NOT major. The restaurants have repellent you can borrow so feel free to ask, we had brought one because we have 2 kids that are guaranteed to be bitten whenever they are at a tropical location. Just be smart to have some repellant.
Drinks - top shelf and feel free to ask for them when making mixed drinks. Reposado tequila in your margaritas, yum!
Shows: we watched the King of Pop show and a group of folks with a fire show, ballet and Spanish dances....all were entertaining.
Spa - had a 80 min. massage by Ofelia (?) and was very relaxing, I asked for more pressure when she asked me and it was heaven! Loved the oil scent used, loved the music and peacefulness of the spa. Pretty high up there for the rates by the way. We just happened to have a spa credit that came with our package. It would have been $180 for an 80 min. massage but we had a $150 credit so I just paid the balance and tip separately.
Excursions - we went to Xel Ha, Tulum, took a Cozumel Tour & Dolphin Swimming - Olympus Tours who could be found at the lobby booked everything for us and all tours were fun and organized.
The one thing that I do have to bring to hotel management is the confusion on our Resort Credit and our Baby Sitting charges. The lady we booked baby sitting services said that we could use $75 out of $100 hotel credit and that we just needed to add $40 in cash. We agreed and booked our baby sitter. The next day, we were told that the $100 resort credit did not apply to babysitting services. After complaining to the other lady that brought this our attention, she wasn't able to honor the resort credit and just gave us a $25 discount. I felt it wasn't fair because clearly, we were told and had been given details on the whole resort credit thing but.....Just make sure you ask knowledgeable folks and start writing down names when you get information to make sure. Because at some point when I asked about the cost of babysitting in the first few days when we arrived, I was told a different rate - so that's 3 different information that I received about their babysitting service. Just jot the name down of the folks you speak with and Paradisus Staff - please get this right and be consistent.
Aside from this ONE incident, our stay was fun, easy, safe and relaxing. Yes, we will come back to this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
23 April 2012
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First of all thank you for posting a detailed review form your last stay at Paradisus La Esmeralda. We are sure your experience will inspire another tourist to visit us, wiling to have the same feeling form our property.
It is a pleasure for us to know you have a lot of beautiful memories from your holiday, like the unforgettable relaxing massage at the Yhi Spa honored by Ofelia (who will be notified about the good work she did during your service), the assortment for breakfast and dinner at our buffet in Naos, or having a snack while taking the sun on the loungers while your kids had fun at the Adventure pool.
On the other hand, comments like yours help us to apply new methods in order to improve, for example, now we have cards on beds by the pool saying it is forbidden to save them with personal belongings and in a short period of time we have had good results on it.
Regarding the general information our staff provides, we will try to reinforce this with the front desk, guest relations, butlers, concierge and personnel with direct guest contact. We are sorry for the inconvenience and thank you for sharing the situation with us.
Please honor us again with your presence and remember we will be pleased to host you again here, in your home away from home.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC