Paradisus Playa del Carmen – Riviera Maya - All Inclusive

Do not sign up for Family Concierge. We are here now and have been unable to secure a reservation at any of the restaurants we requested. I began contacting the resort 2 weeks before we arrived and was told that we would need to do it here. This will be our second night at the walk in buffet where the food was so bad, that I had rice and jello for dinner. The Family Concierge essentially sends you a standard text with links to the days activities which are easily found by scanning the QR codes in your room. They will not help you book an excursion. There are no drink menus unless you want to upgrade for a nicer selection. When I asked what wine they fid have, I was told cabernet, merlot, chardonnay and sauvignon blanc. The waiter had no idea who made the wine. The cabernet I did have tasted like grape juice. I cannot recall a time where I have been more disappointed in a trip. We paid extra for Family Concierge, but it is not worth it at all. Can't wait to get home.

My time at Paradisus Playa Del Carmen was great. Their team was always making sure we were having a good time. The service was excellent. Angelo the pool concierge made sure we were taken care of.

We thoroughly enjoyed our time at Paradisus Playa del Carmen. The resort is a relatively short drive from the airport, and the check in process was seamless and took only minutes. Our bags arrived to our room only moments after we did, and the room itself was great - temperature control and other comfort amenities. The jacuzzi on the balcony was a fun way to relax. The resort was clean and the food was great, lots of options at the different a la carte restaurants. The buffet is a pretty standard all inclusive buffet, with options for a variety of ages and preferences. We even did a family photo session on the beach, what a great experience. There are too many great people at this resort to be able to remember their names. Check-in with Ivan and Nestor was a great welcoming experience and really set the table for high expectations. Our concierge Emmanuel was incredible, providing information on programming for the day for both kids and adults, restaurant bookings and a visit to the spa - he also helped troubleshoot any bumps along the way and we really felt like he could deliver on anything we asked. Lucy at the ice cream bar was always a joy to see and our kids really engaged with her. Adriana took care of our room and so much more, she even remembered our kids' names which was a really nice gesture. Shout out also to Javier and the Circle Club, and Victor and Gloria with the photography team.

Angel was the best at activities

We went for a week on March (spring) break. We were an extended family ranging in age from 1 to 67, kids, parents, uncle, grandparents. We booked a 2 bedroom suite w/o family concierge plus another room for uncle. The trip could not have been better. The suite allowed private sleeping space for everyone which is essential. The balconies had jacuzzis which were great for warming up and bathing kids after a chilly afternoon at the water slides. We took great advantage of room service for breakfast, preordering the night before. All restaurants were good to excellent. We specifically enjoyed the Teppanyaki family dinner. The water facilities are great. Pirate pool and next door water slides were hours of fun. The beach only had Sargassum one day. The rest of the week we played in the sand and waves. Lots of shade too! The facilities handled the spring break crowds well. If you were a late riser it might be difficult to get a chair exactly where you wanted it / but there were always chairs. Fun things like unlimited walk up ice cream and popsicles. Little activities for kids like face painting and bouncy castle were appreciated. The only issue we had was getting breakfast on departure day. Room service starts at 6 which cut it close. We tried to pop into buffet to grab some bananas and were told it didn’t open till 6:30 although it was posted as 6 online, so not much to complain about! I highly recommend this resort. It’s a premium price but a premium experience.

This was our 4th stay and our first time back since we got married on property in 2019. I booked a 2 bedroom suite. We arrived from the airport at 12noon and was told our room would be ready by 3pm and I would get a text saying it was ready. At 3pm, I went back to the lobby, waited 30 minutes and was told it is still not ready. At 4pm, I went back again, and this time it was ready. I asked the check in person if I needed 2 room numbers (one for each room of the adjoining suite) he said no "it's a 2 bedroom suite" like I am some kind of idiot. We got the room and could only access half. Waited another 30 minutes to get someone to come up and unlock the 2nd room. Booking dining reservations was a mess. I paid $7000 for my room for 4 nights. Leading up to the trip I got 12 emails telling me I should upgrade to Family Concierge for another $1000 which allowed me to book dinner reservations in advance. This is egregious but if you want to eat at a reasonable time, you need to book in advance because the available reservation times were awful. Our options were 5pm or 8pm. Compared to what we experienced at our 3 previous stays, the entertainment was awful. Pool activities for kids were lame and boring. No engagement, no microphone to get kids involved. My kids (5 and 15) were not impressed with competitions to guess the amount of beans in a balloon or throw a footfball through a hula hoop. One morning we went down to the pool at 7am to get the chairs we wanted for the day. At 7:15am we went upstairs to wake up our older son and came back down to find our bags and belongings were moved by security. No big deal. We moved them back and stayed at the pool for 30 minutes until 7:45am when my youngest had to go to the bathroom. We took her up to the room and were gone for maybe 10 minutes only to come back down to find our stuff moved again but this time more people had come to the pool to set up for the day. We were left without chairs for the day. When I went to the front desk to complain they said "it is our policy" so basically if your kids have to poop, they need to use the dirty pool bathroom or you lose your seats. Needless to say we won't be back which is sad because we have such fond memories here.

Positives: Staff are lovely. Very friendly and always say hello. Grounds are kept well, always people about maintaining them. And Pools are clean. Food was great plenty of choice. No issues getting into restaurants during our stay. Negatives Hotel is tired and dated in places. Needs tlc on family side, the adult side is maintained well. Coffee cups all have chips. Pool towels are full of holes and very rough ( so are room towels) so if you’re travelling with babies bring ur own! Evening entertainment is only aimed at children. So it can be very boring. Need to get there early because there’s very limited seating. Although the restaurants were nice, some of the dining experiences felt very rushed. Rooms are big but dates hot tubs need a good clean they’re smelly

We are currently staying at Paradisus Playa del Carmen (Room 3019) on a 7-night all-inclusive trip to celebrate my husband’s birthday. On the surface, the resort is lovely. The food and amenities are good, and the setting is beautiful. However, two issues have significantly impacted our experience. Firstly, the room temperature is extremely cold and difficult to regulate, which is far from ideal when travelling with a baby. More concerning, however, has been our experience with a Melia timeshare representative, Graciela. What began as a friendly conversation quickly turned into persistent pressure to attend a “40-minute presentation” in exchange for perks such as a beach cabana, spa treatment or photoshoot. We made it clear, multiple times, that we were not interested. Despite this, she refused to accept no as an answer. We even messaged her early the following morning to confirm we would not be attending. She then positioned herself along our route to breakfast and approached us again. The most inappropriate part of this interaction was the use of our child as part of the sales tactic. The evening before, she messaged to say she had a “gift” for our one-year-old daughter and sent a photo of a teddy bear. The next morning, after we again declined to attend, she held the teddy in front of us during the conversation but deliberately did not give it to our child. It was clearly being used as leverage. Using a young child in this way to pressure guests is completely unacceptable. As a result, we have found ourselves actively avoiding certain areas of the resort just to avoid further encounters, even missing out on simple things like getting coffee or ice cream. We have spent thousands of pounds on this trip, and it is extremely disappointing to feel harassed during what should be a relaxing family holiday. This is not a reflection of a luxury experience, and it is something management urgently needs to address!

A few things they could improve. 1. No free shuttle to or from the airport 2. Not enough yoga mats and the ones they have are poor quality and you slip. 3. No large sign of the day’s activities, you have to scan a QR code and then the print is very small and no clear oversight. 4. Main dinning hall is very noisy. Positive: the pool are great. Especially if you want to go for a long swim, then swim along the housing. Our room was great. Good housekeeping.

Our experience at this resort was nothing short of magical—we not only stayed here, but also celebrated our wedding, and it exceeded every expectation we had. From the very beginning, the staff made the planning process feel effortless. Aldo was amazing and was so helpful with our room blocks and helping out our guest with any questions they had. And Vanessa was absolutely incredible and made our experience stress- free and enjoyable. She was genuinely invested in making our special day perfect. Every detail was handled with care, allowing us to relax and truly enjoy the moment. We are so grateful for her hard word, care, and dedication. The resort itself is absolutely stunning, providing the most beautiful backdrop for our wedding. The ceremony setting was breathtaking, and the reception was flawlessly executed. Our guests are still talking about how incredible everything was—from the atmosphere to the food to the service. Our accommodations were just as amazing—clean, comfortable, and luxurious, with thoughtful touches that made our stay even more special. It felt like the perfect place to celebrate such an important milestone in our lives. What truly sets this resort apart is the people. The staff went above and beyond at every turn, making us feel supported, celebrated, and cared for throughout our entire stay. We are so grateful we chose this resort for both our wedding and our stay. It gave us memories we will cherish forever, and we can’t wait to come back and relive such a special place in our hearts.