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Reviewed 2 April 2017 via mobile

We booked this trip back in 2016 to celebrate our daughter's birthday, as well as Spring Break. We arrived at the resort after a long trip. To our surprise, we were given an upgraded suite with a swim out pool entrance from the patio, which was a nice amenity.

The only issue with the upgrade is that we originally booked a king size bed, and the upgraded room had two queen beds, which were more like full size beds. It was an extremely tight fit for two grown adults in one bed, and we ended up sleeping in separate beds when it came time to actually sleep. I would suggest that if you are larger than the average person, keep the king bed. Our daughter had a foldout couch bed in the main room that was gigantic. Only issue she had was that the mattress was extremely firm, but other than that, she enjoyed her privacy the suite afforded.

After we checked in, they had a concierge meet with us to make dinner reservations for our stay. This was a nice departure from our previous resort stays, since you usually take care of that yourself the first morning you are at the resort. We were tired from traveling, but spent about 20 minutes getting our dinner reservations taken care of.

The following afternoon, I stopped by the guest services table outside restaurant row and checked on our dinner reservations, since we hadn't heard or seen anything confirming our times. I was informed that there were no reservations in the system, so I then had to make reservations. Needless to say, we were not happy when all they had available for the next four nights was 9:30 pm across the board. After another try with guest services and a conversation with a quality control manager, we were able to get two of our reservations down to more reasonable times.

There is also a distinction between which restaurants you can visit if you have kids. There are several restaurants that you can not bring your kids to, which isn't necessarily a good thing unless you like eating without your kids. We ate dinner at The Market, Mole, and Bana twice, because we like sushi. As far as the food goes, the restaurants were decent, but nothing to rave about. We were hoping the sushi at Bana would have been better. We have eaten a lot of sushi in our lifetime. The rolls were obviously pre-made and the quality of the fish was average. The Market is a churrascaria restaurant, and the Parmesan Chicken, Flank Steak, and Sirloin were the best table cuts of the night. Mole is a Mexican restaurant, and it is definitely contemporary cuisine. We were hoping for some more traditional dishes, like carne asada or carnitas, but it was good. All the restaurant staff we encountered were professional, friendly, and accommodating.

Our room was nice, clean, and updated. Our housekeeper did a great job with changing sheets, providing us with towels, and managing our bathroom and kitchenette area. We had a nice shady patio with a two person spa tub and a walkout pool entrance. We thoroughly enjoyed and used the pool and spa for the entire trip. Only issue is that our patio was right next to a pedestrian walking bridge so the noise could get a little loud with people coming and going during the day. No issues at night.

The resort was laid out well with an adults only side and a family side. Everything was an easy walk, including the beach. The beach was nice, just be careful of the rocks once you are in the swimming area.

We used the gym at the resort, and it was very modern and well appointed with an onsite trainer available if needed to assist and explain machines and cardio equipment. The trainer was named Enrique and he was very nice and helpful. The only issue with the gym is that it is located on the adults only side of the resort and kids/teens are not allowed in the gym. Our 16-year old daughter is a three sport high school varsity athlete and we had to meet with the Spa Director to request an exemption for her to use the gym with us. I would suggest that the resort have a family friendly gym on the family side and knock the age down to 12-13 years old with parental supervision in the gym.

We decided to walk off the resort one afternoon and explore the local area. We had a good informative conversation with Bell Boy Javier Sanchez, who steered us in the right direction. Thanks Javier!

We had a good trip and enjoyed the resort and a few excursions. If you have younger kids below the age of 10-12, this is a pretty decent family resort. All the younger families we saw and spoke to were having a good time. Not too much to do for teenagers though, since it's such a large age range with divergent interests (13-17).

Overall, I gave the resort three stars, but it's more like 3.5 stars. There were some issues, but we found that the staff would try to help resolve any issues as best they could. No vacation and no resort has ever been perfect in our experience, so we are pretty flexible and easy going after traveling abroad for the past 20+ years.

Stayed: March 2017, travelled with family
Thank Cornfed9505
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QD_Paradisus, Guest Experience at Paradisus Playa Del Carmen La Esmeralda, responded to this reviewResponded 4 April 2017

Dear Cornfed9505,

Thank you for sharing your feedback through this mean. Your comments are truly valuable for us, as this allow us to improve our service levels and product.

We have taken your comments very seriously and you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future.

With this said, we look forward to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence our resort and service.

Best wishes,

Aldo Delgado Betancourt
E-Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2017

We called the resort with a few questions, got redirected to multiple numbers, finally we were redirected to the resort but they did not understand us. They just answered with "sure" for questions that answer did not fit into. Hopefully this improves once we get here.

We did send one email and that response was good

Stayed: April 2017, travelled with family
1  Thank arivalisapril2017
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QD_Paradisus, Guest Experience at Paradisus Playa Del Carmen La Esmeralda, responded to this reviewResponded 4 April 2017

Dear arivalisapril2017,

Thank you for taking the time to write a review about your stay in our resort.

Please feel confident to send us your questions via email at paradisus.playadelcarmen@melia.com they will assist you with all of your requests.

We truly hope to change your perception of our beautiful paradise.

Best wishes,

Aldo Delgado Betancourt
E-Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2017

We were guests at Paradisus Esmeralda from March 16 to March 23. Upon our arrival our credit card was charged for the amount of $400, and we were told that it's only on hold and it will be released when we checkout from the hotel.

When we arrived back to Canada I found out that the charge was still on my credit card, I called the hotel and was told that it was a mistake, and they will send an email with the confirmation of release. I was waiting for the email for a couple of days, of course did not receive anything, and called them again, I was transfered at least 8 times to different people, no one could help me or find the charge. To my surprise I was told that they can not find the voucher of the charge, and now it is my responsibility to prove that I was charged.

I have found the voucher of that charge of $400 and the receipt that all the services were paid at the checkout and sent it them.

I have traveled to different countries and stayed in many hotels, and have never experienced such an ignorant and unprofessional approach to the guests.

Room Tip: beware of the credit card charges and keep the receipts
  • Stayed: March 2017, travelled with family
    • Location
    • Cleanliness
    • Service
7  Thank Notpicky2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QD_Paradisus, Guest Experience at Paradisus Playa Del Carmen La Esmeralda, responded to this reviewResponded 4 April 2017

Dear Notpicky2016,

Thank you for sharing your feedback through this mean. Your comments are truly valuable for us, as this allow us to improve our service levels and product.

We have taken your comments very seriously and you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future.

With this said, we look forward to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence our resort and service.

Best wishes,

Aldo Delgado Betancourt
E-Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2017

This was our third visit at La Esmeralda. We absolutely loved it. This time we stayed at the concierge area. While we don't necessarily find the concierge services being very usuful for our family (we have one child), the amenities and access to the warn pool, the spa perks and cool things for the children add to the value.
The hotel is impeccably clean, the food is good, the staff is very polite and accommodating. We highly recommend this hotel to families with children. Thank you, La Esmeralda!

  • Stayed: March 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
4  Thank Milena D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QD_Paradisus, Guest Experience at Paradisus Playa Del Carmen La Esmeralda, responded to this reviewResponded 4 April 2017

Dear Milena D,

Thank you for posting such a great note about your stay at Paradisus Playa del Carmen.

It was our true pleasure to be your host in your home away from home, we hope to provide you more experiences at your holidays.


Providing LUXExclusive® to your getaway,

Aldo Delgado Betancourt
E-Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2017

My daughter, husband and myself spent 7 days in this hotel for March break. we have an amazing experience with the activity directors for kids. They did an awesome job. Special shout out to Hugo, Leanor, Brendon, Joey and Ramon. Our towel guys and pools staff were Sofonias, Israel, Raul, Andrea, Alberto and Jesus.
In the evening we watched all the entertainment. The dancers were awesome, and we especially loved the circus show. Thanks Betza, Bersain, Raquel, Felipe, Melissa, and Christian.
The restaurants had great food and service. We had great times with Mardo, Luis, and Diago.
Lastly, thank you Ivette for keeping our room so clean, and a great place to return at the end of the day.
Overall, a wonderful 7 days, and we would love to return soon.
All the best M, G, and J.

Room Tip: All the rooms seem to be great.
  • Stayed: March 2017, travelled with family
    • Value
    • Rooms
    • Service
3  Thank Meire Anne T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QD_Paradisus, Guest Experience at Paradisus Playa Del Carmen La Esmeralda, responded to this reviewResponded 4 April 2017

Dear Meire Anne T,

We appreciate you have taken the time to share such an enthusiastic review about your visit to Paradisus Playa del Carmen. We are overjoyed to read that you’ve enjoyed your stay

Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offer truly remarkable experiences in our guests. We thank you on behalf of our team and Management.

We sincerely hope we can have the honor of being your host in not too distant future.


Providing LUXExclusive® to your getaway,

Aldo Delgado Betancourt
E-Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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