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faker

Don’t go here

1.0 of 5 bubblesReviewed 1 Jun 2024via mobile
I wish i just stayed home. 80% of the food was bad. About 8/10 times my drink was terrible. Long walks in the heat, hardly could ever get a cart. Upsell culture is crazy. Basically you can get bent if you aren’t going to buy a membership. 2/10. Bad
Date of stay: May 2024
Room Tip: Just dont come here spend ur money elsewhere
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Paraiso Beach, responded to this review
Responded 3 Jun 2024

Dear guest,

Thank you for taking the time out of your day to write to us and share this review of your recent holiday at Iberostar Paraiso Beach.

Allow us to mention that as an Iberostar hotel we know how important an aspect food and beverages are for our guest's overall experience, this is why our chefs have created a wide assortment of different options to please the most discerning of palates. We are saddened to know that our food and beverages offer wasn't to your liking. We will share your comments with our team of chefs because; at Iberostar we know that the well-being of our guests is the reason for our daily work.

On the other hand, regarding The Club program we would like to explain that it was created to honor the loyalty of our guests and to offer them special benefits. The intention of our colleagues is to inform our guests about the different services we have at our different hotels. We regret to know this caused you an inconvenience, their intention was not to make you feel uncomfortable, but to inform.

Your comments are invaluable in helping us create the ideal holiday experience and we really hope you will allow us another opportunity to show you that your holiday experience can be improved.

Best regards,

Quality Manager
Iberostar Paraiso Beach
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 31 May 2024

What a beautiful property! Feels very authentic Yucatán Peninsula. Every staff member that we encountered was great, very helpful. Joshua at La Hacienda restaurant was an absolute delight. Erik was always around to give a ride on the golf cart wherever we wanted to go.

Room tip: Sunscreen is very expensive so make sure to pack your own. And bring a good insulated cup to put your drinks in.
Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank 2018MichelleM
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Paraiso Beach, responded to this reviewResponded 1 June 2024

Dear guest,

We would like first of all to thank you for your most appreciative review.

Our aim is to create a particularly pleasant atmosphere for our guests with our numerous services in our beautifully designed hotel so your words confirming our success are very important to us.

It is nice to know that you hold us in fond memories and we hope that you visit us again soon.

Best Regards,

Quality Manager
Iberostar Paraiso Beach

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 May 2024

I was extremely disappointed in our stay. We went for a birthday and anniversary trip this past week and spent a lot of money on this vacation. We had done a lot of research about AI resorts, and decided that Iberostar Paraiso Beach would be great! Upon arrival, things already started to go wrong. We paid an extra $350USD for an upgraded room and that's where things went downhill.

First, our key card kept malfunctioning throughout the week. It didn't even work the first time we tried to get in with the bellman. I needed to message and call the staff multiple times throughout the week to help get us into the room. The key cards are extremely sensitive and if you put them near any device, they demagnetize. Even when the cards didn't touch devices, it still wouldn't work. The front desk told me they were getting new key cards on wristbands next week so hopefully this isn't an issue for future guests.

Secondly, our phone in our room never worked. We needed to get staff to fix it twice, but even then it just wouldn't ring most times. There is an Iberostar app where you can live chat, so that's good in theory, except they take long to respond. Especially when it's an emergency.. I needed my meds and the key card had demagnetized for the 3rd time that day, so we asked for immediate support. No one came for another 20 minutes. Then, our safe malfunctioned and we weren't able to reach my medication even after the door fiasco. On another note, our AC sometimes wouldn't work. This is frustrating especially since our room is one of the only places you can get a break from the hot air.

Third, the excursions are poorly communicated with the staff. From my understanding, there is a third party group that organizes excursions for guests so it's not just the staff's fault. We had an excursion early morning and were told to meet in the Paraiso Beach lobby. We got there, and no one was there to pick us up. I needed to BEG the employee to help us at least find out where the car was. That was when we found out that they were in the other lobby (Del Mar) and, as the employee impatiently told me, "you need to get there or they're going to leave you in a minute". This happened on the second excursion we went on where instead of meeting us at Del Mar (we double-checked with the staff again so we wouldn't miss this bus either), they were at the Beach lobby! Both lobbies are not that far apart, but it's still frustrating when you're told the wrong information. Needless to say, the communication between the excursion company, staff and guests needs to be greatly improved.

Fourth, everything at this resort is EXPENSIVE. If you plan on buying gifts/souvenirs or even snacks, prepare to spend a lot. A pair of flip flops was $70USD, a bag of chips was $15USD, a small can of peanuts was $20USD, souvenirs ranged from $20-40USD.. the prices are insane and they know they can charge this amount because it's the only store that's close and "convenient". The staff also told us that the lobby gift shop was open 24/7. They are in fact not, so more miscommunication.

It's also extremely hot there. Mexico is currently experiencing a heat wave, so bring lots of sunscreen, water spray, and fans.

Another con of this resort is that the pool/pool bar closes pretty early (the pool closes at 7pm and the bar closes at 6:30). I was disappointed about this because I wanted some more pool time. The beach is full of sargassum right now so beware of that.. it's just seaweed, but it can be frustrating swimming/walking in that especially if you weren't warned of it.

There are also these beach beds you can rent per day by the pool. I believe they're around $40-50USD per day to reserve, which is a bit pricy but that's just my opinion. The issue here is that the unreserved beds can also be used by guests. This just defeats the purpose of buying one because you can get them for free.. you just need to look around the area before plopping your stuff down.

Lastly, there is a train that runs from the rooms through to the lobbies. Our line was the blue line. It randomly stopped working for a day or two and we needed to walk everywhere. Walking isn't the issue here, although it is annoying to have to walk 10+ minutes under the scorching sun to get to one destination, the issue is that when it stopped running completely, none of the employees could tell us why. My guess is that they simply just didn't want to run it that day, or they didn't have anyone to run it. The train also closes at 11pm, so if you want to go to the burger spot or the disco, you'd have to walk back after! Bring bug spray for this reason.. I was eaten alive.

After all of my issues, management decided to move us into another room next door and we were finally given our king bed. The king bed was the only reason we did the room upgrade to begin with, so it's annoying that we paid for it for the week but only got it 4 days into our 7 day trip. Because of all the mishaps, the manager gave us a beach bed for 2 days, free of charge. We were happy with that but then later we realized that you could just get them for free anyway.

The food was alright. There were different varieties of food, and the quality was okay. My favourite part of this entire trip were the animals at the resort.

Room tip: Bring your own snacks, fan, sunscreen, bug spray, and water spray so you don't have to buy. Prepare for to talk to customer service a lot!
Date of stay: May 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Carm S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Paraiso Beach, responded to this reviewResponded 31 May 2024

Dear Guest,

First of all, we want to thank you for choosing Iberostar Paraiso Beach to celebrate such special occasions.

We are delighted to know that our beautiful natural surroundings and our excellent culinary offer has exceeded your expectations.

On the other hand, we apologize for the mishaps in your room, as we do try to take care of every detail so that our guests enjoy their stay with us. We can assure you that our team constantly supervises all our rooms to make sure that everything is in perfect condition and we regret this was not the impression that you received.

In regards to your tour company, we are truly saddened to read about the miscommunication and inconveniences you mentioned, we totally understand and empathize with you. We will share your comments with their management in order to avoid these situations.Also, please note that the gift shop is also an external company and all their services, products and prices.However, we will let them know your observations.

While we cannot change your past experience, we genuinely hope you will give us another opportunity in the future to provide you with the exceptional stay you deserve.

Best regards,

Quality Manager
Iberostar Paraiso Beach

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 May 2024

This is a very nice mid-range resort. The grounds are beautiful and the employees are friendly and helpful, especially the shuttle drivers.
Aside from a problem with my keys not working on the first day, I had very little to complain about.
Yes, they will ask you leading questions about their presentation every time you see an employee in the lobby, but they let it go if you say you are not interested.

Our bathroom had a strange bath/shower setup that was very hard to figure out initially and it was very short, back into the corner of the tub. The other rooms in our group had normal showers. Other than that no complaints about the room. I liked that there was a filtered water station right outside our room and Ice just downstairs. I also like that I could pick out my rooms during the reservation process.
The wifi was good all over, even at the pool and beach. One complaint is about the Iberostar APP. It was a bit finicky and seems to logout daily. I could see the real-time shuttle moving about which was great. I could not, however, count on the activities schedule. We missed out on a fire show entirely one night because the app said the entertainment was in the Theater, but after checking multiple times that night, there was never a show there. Instead we saw others coming back from the beach after the show was over. Not sure how we would have known about it. They also do not have good descriptions on their activities calendar of what the activities are.
One plus on the app is the ability to get assistance. They do reply quickly.

The food is fine overall. Lots of the fancy dishes that were not familiar to me, but there was always something I found that I liked. Several of the alacarts are first come first served now. We tended to eat dinner early so we didn't have problems with crowds, but we always saw others waiting when we came out so I do recommend eating earlier if your time allows. Book dinner during the first moments you get there if you want a reserved restaurant. I loved that there was an ice cream stand at the pool which was included.
The shopping center is CRAZY expensive. Someone told me about that in advance, but it wasn't till I saw the prices in the shops when I realized how crazy they are. We didn't get a chance to eat at any of the food options at the shopping center, but they did look appealing when we walked by, especially the donuts.

The beach and sea was covered in Seaweed. Not the hotel's fault. Just know this in advance. Also they do have waves here and it was red flagged every day, but we were able to get in on the afternoon we were there. They have bathrooms, food, and bar service on the beach which is a huge plus. We spent most of our time in the amazing pool which is HUGE. BTW, the pool cabanas are super cheap for the day. Be sure to ask about it. Also, know that the pool area closes at 6pm so plan accordingly.

We would certainly return here in the future.

Room tip: The fastest place to catch the shuttles is in the lobby. They will even take you directly to your room if you ask.
Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank bwilley77
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Paraiso Beach, responded to this reviewResponded 28 May 2024

Dear guest,

We would like first of all to thank you for your most appreciative review.

Our aim is to create a particularly pleasant atmosphere for our guests with our numerous services in our beautifully designed hotel so your words confirming our success are very important to us.

On the other hand, we truly regret to read that you had some inconveniences with the gift shop and that this has affected your vacation experience with us. We will pass along your comments to their management; please note that this is an external company and all their services, products and policies.

Regarding your comments about our app Iberostar , we will take note of the improvement opportunities that your observations offer us. We will pass on your comments to the correct department for their consideration.

Likewise, we thank you for sharing your observations with us as they are an invaluable tool that help us to enhance our guests' experiences.

We hope to have the honor of hosting you once again on your upcoming vacations.

Best Regards,

Quality Manager
Iberostar Paraiso Beach

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 May 2024

Meghan approached us and was amazing very informative and personal. We will be visiting the show and be back to the hotel! We learned a lot about her and about our opportunities while being here. Please keep her in mind for growth and leadership.

Room tip: Loved it
Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Jeffrey P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Paraiso Beach, responded to this reviewResponded 25 May 2024

Dear guest,

Thank you for choosing Iberostar Paraiso Beach as host of your recent vacations.

We are always very happy to receive confirmation that our guests have enjoyed a wonderful holiday and have left with happy memories.Our combination of both competent and friendly service is one of our main priorities and we are constantly working to provide our guests with a genuine experience.

Again, we thank you for your kind comments and we look forward to welcoming you back again soon.

Best Regards,

Quality Manager
Iberostar Paraiso Beach

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 May 2024

So far, rating poorly… Check in at 3:00… but they can’t even tell us WHEN we will get room. I was told to come back in 5 minutes… the hotel employee has since disappeared… It is not even possible to speak to the manager! Check in is not at 3:00; I was informed that it STARTS at 3:00…

Date of stay: May 2024
Trip type: Travelled with family
1  Thank DpLap
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Paraiso Beach, responded to this reviewResponded 22 May 2024

Dear guest,

First and foremost, we would like to thank you for taking the time out of your vacation to share your invaluable opinion.

It is our priority to provide a seamless and enjoyable vacation for all our guests from the moment they arrive “home” and we truly regret reading that we haven’t been able to meet your expectations.

We have shared your concerns with the proper department. We kindly remind you that our Guest Service and Public Relations team is always at your disposal for anything that you may need. We can assure that it is in our best interest to always find a solution to any request or inquiry while our guests are in our hospitality

Thank you once again for sharing your feedback with us. We really hope that we can change your perception during your stay through the excellent service that characterizes Iberostar Hotels & Resorts.

Attentively,

Quality Manager
Iberostar Paraiso Beach

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