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Parker H

Fun in Mexico

5.0 of 5 bubblesReviewed 14 Jun 2024
We arrived and the front desk and the workers were very helpful. The pool was alot of fun and they had many activities like soccer, football and ninja warrior. The bartenders made great drinks and the trip was overall enjoyable. The only issue was the seaweed piled up on the beach that smelled bad.
Date of stay: June 2024
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 17 Jun 2024
Dear guest,

First of all, we want you to know that we are really happy that you had such an excellent holiday with us and thank you for sharing your experience.

As we aim on a daily basis to exceed the needs and goals of our valued guests and provide them with a place of joy and total comfort, we are obviously humbled by your kind words.

On the other hand, allow us to mention that our trained staff daily removes the seaweed, these works, are made in collaboration with local authorities, always respecting schedules to avoid disturbing turtles and other fauna.

We would like to express our gratitude once again for your wonderful feedback and hope to have the honor of serving you again soon.

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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    54 - 59 of 9,355 reviews
    Reviewed 12 June 2024

    I recommend DO NOT GO THERE! They will rob you. I booked 5 nights, had an emergency and leave earlier. One month later, they have not refund the amount for unused nights. Plus inside their "mall" everything is extremely expensive, and taxis charge you 3X the normal amount. DO NOT GO THERE.

    Date of stay: May 2024
    • Trip type: Travelled on business
      • Value
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    Thank GUADALUPE 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 18 June 2024

    Dear Guest,

    We would like to take this opportunity to thank you for choosing Iberostar Paraiso Beach for your recent holiday.

    Our main goal is to provide our guests with an amazing experience, exceeding their expectations at all times and we regret reading about the inconveniences you’ve been experiencing.

    We would like to emphasize that at Iberostar, service orientation and personalized attention to our customers are of the utmost importance and it is our priority to guarantee a memorable vacation for our guests. We can assure you that our team is following up your case and doing everything in their hands to assist you in a timely manner.

    We thank you for contacting us and hope that you had a good journey home.

    Attentively,

    Quality Manager
    Iberostar Paraiso Beach

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 11 June 2024

    A long overdue review but much needed as I know how useful these are for management, staff and other guests. This was our 10th time returning to an Iberostar property, so, you can say we like the brand. This time was just like all the others, perfect, fun and well worth the trip.

    As members, we do receive perks, we enjoy these and understand while this is type of vacation club isn't for everyone it works well for us, and IT IS NOT a timeshare. I will add this was helpful when the company implemented no dinner reservations. While our group of only 2 had no trouble most nights, we did have to move some things around last minute and they assisted with that wonderfully.

    I'll add the nightly shows do seem hit or miss. I remember years back every show was amazing, the music, singing, and dancing was something to not be missed. Then just post covid there was a change in entertainment companies and that was a HUGE hit. It was very poor, I will say this time seemed better but not the best. There was a happy medium and acknowledgement of when good shows were coming verses not so good shows. Honestly, we could not even sit through the Fairy Tales show it was terrible, but we were incredibly impressed with the Mexican Folklore. We miss the Rock shows and do not feel that it is worth it to pay for added 'better' shows in an all-inclusive. I know the staff are not fond of those outside companies shows either.

    We left no stone unturned this trip and tried a little bit of everything, from excursions to Dolphin swimming booked through W2M and Iberostar company, who I HIGHLY recommend. We participated in games, the pool/foam parties which are a hoot. This place means so much to us that, my boyfriend now fiancé proposed on this trip making it such a wonderful memory! The tattoo shop is so well maintained and wish more people knew about the amazing work William does. We utilized the on site photographers for a small engagement shoot. They worked us right in and took some wonderful pictures, even with our camera shyness.

    I cannot say enough good things about the staff, from grounds people, to club/prestige concierge to all the bartenders and we cannot leave out the Star Friends. We come back 1-2 times per year specifically for them. Below is a short list of names that deserve added recognition, unfortunately I don't carry my phone all the time to remember/write them all down. Delver, Hugo, Allen, Eirch and Frank, Demeitro in the club, the bartenders, Angel, Alejandro, Roger, Gabriel, and SO many more. The entertainment team that truly are considered friends, Eliut, Emily, Juliana, Daniel. We had servers that stuck out to us like Gilberto at the Smokehouse, and so so so many others.

    I also want to add that the shopping mall has some of the best food, though we are not picky and enjoy most of the restaurants and buffets. The mall also has Ek Balam Tattoo who has now done 2 of my fiancés tattoos and they are not only incredible artwork but some of the best healing tattoos I have ever seen. Highly suggest going to William!

    We cannot wait to be back! This vacation was one we will never forget!

    Date of stay: May 2024
    • Trip type: Travelled as a couple
      • Value
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    Thank burkebd03
    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 12 June 2024

    Dear guest,

    Congratulations on behalf of the entire team for your engagement! We feel very honored to have been part of this very special occasion.

    Also, we would like to thank you for your unparalleled loyalty towards Iberostar Hotels & Resorts and for sharing this positive review. Such pleasant feedback of our hotel is, of course, a great pleasure to read and confirms for us that our daily actions are worthwhile and that we are on the right path with our numerous efforts.

    We also appreciate your kind words towards our staff, whose kindness and helpfulness is one of our hotel's greatest strengths and we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us and we are certainly very proud of them all.

    Thank you for this positive feedback and we look forward to making of your wedding day a memorable experience.

    Best Regards,

    Quality Manager
    Iberostar Paraiso Beach

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 9 June 2024

    Excellent food and great service from Captain David Mariles Garcia. Wow his service and courteos attitude made our dinner amazing!!!Restaurant Mediterraneo. The wine recommendation from Jorge 1the somelier was excellent. Our server Angeles was very kind and attentive.

    Date of stay: June 2024
    • Trip type: Travelled with friends
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      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    Thank Journey22369361538
    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 13 June 2024

    Dear guest,

    We would like to express our appreciation for your kind words and positive rating of Iberostar Paraiso Beach.

    It is a pleasure to read your comments and it motivates us to maintain our standards. Of course, we will relay your compliments to our team, they will be delighted to know that they enhanced your holiday experience.

    It would be an honor to serve you again in the future.

    Kind regards,

    Quality Manager
    Iberostar Paraiso Beach

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 9 June 2024

    We had 3 families that stayed, total of 11 people and we all feel the same. The rooms were unbearable temperature wise. The thermostats were set and not able to be adjusted. It felt like it was 80 degrees in all our rooms, we all slept on top of blankets. Some staff were very rude. The food was awful! Stayed on 3rd floor, no elevators, traveled with some older family members and that made it very difficult to constantly climb 3 stories of stairs in sweltering heat after having to walk a mile from food to room. The resort grounds are huge and they have golf carts but they are always filled up. Can spend 20 min waiting for one so might as well walk. The buffets are all outside and it makes it unbearable to eat hot food in the heat for meals. Had a few reservation only restaurants at night in the air conditioning but reservations were full when we tried to book upon arrival. Not enough chairs at beach, were always full and we would go in morning. We have been to other all inclusive places that were so much better. You are also charged Adult price for kids 12 and older, at least we were anyway. Will never go back to an iberostar ever again. Spent over 5K and it was a total waste of money.

    Room tip: Go elsewhere
    Date of stay: June 2024
    • Trip type: Travelled with family
      • Value
      • Location
      • Sleep Quality
      • Rooms
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    1  Thank Jaime D
    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 12 June 2024

    Dear Guest,

    First of all, we would like to thank you for taking the time to share your impressions with us about Iberostar Paraiso Beach.

    We are saddened to know that your vacation experience has not been as perfect as it should be. Allow us to mention that we are proud to be an eco-friendly resort and we try to create awareness of our environment by making different ecological practices through our Wave of Change movement. For this reason, in order to reduce the environmental impact ,the temperature in our rooms is set to 22°C and they work with motion sensors. However, under our guests request our staff can assist you to set up to the lowest temperature

    On the other hand, it has been quite disappointing to know that our culinary offer did not live up to your expectations because a passion for gastronomy is one of the strengths of our company. Daily we strive to take care of our varied menus that combine quality and quantity following high standards. 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.

    Also, we regret to know that the size of our complex did not suit your needs. Allow us to mention that Iberostar thinks about our guests’ needs and requirements and therefore, we have different Resorts with smaller facilities.We are sure we have the perfect Resort for you to have the relaxing vacations you were looking for.

    Once again we thank you for reaching out to us to notify us of your concerns and although it would appear that this was not the perfect fit for you and your travel party, we very much hope you will join us at one of our hotels on your next holiday to provide you with the exceptional stay that you and your family deserve.

    Best regards,

    Quality Manager
    Iberostar Paraiso Beach

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 8 June 2024

    I and my fiancé stayed at Iberostar Paraíso Beach in May 2024. This is our fourth stay at an Iberostar property, and our third in Playa del Carmen. It’s also our last. I don’t consider myself a whiney person and I don’t like complaining (who does?), but they really treated us like s**t and I’m compelled to write this as a warning. I promise I’ve tried to honestly reflect on and question each interaction, everything we said and how we may have said it to staff and I might understand more if we’d been nasty or demanding, and I’m clearly biased but I can’t explain it.

    Long story short (TL;DR):

    A bunch of things went wrong for a resort that purports to be 4/5 stars, but the icing on the cake was the treatment we received from staff and management after I had a bag stolen from the pool area. While I don’t blame anyone for it—I’d left my bag sitting on a lounge chair with my towel—realistically, there isn’t really any other practical way to both bring things to the pool and go in it. Anyhow, okay I learned a lesson. But the hotel made the whole thing bizarre and fishy (e.g., denials from staff out of nowhere, giving us conflicting info, refusing to help us call police, refusing to pay for a taxi to go to a police station but then changing their mind when we called one ourselves, then asking us for a copy of the report I filed…). Ultimately, it felt like no one was in charge of anything and like the hotel was deaf to any of our concerns in favor of protecting itself—from what I don’t know because we never made any accusations and I only wanted to report a theft for insurance and cover my bases.

    Longer story:

    Since our last stay in September 2023, they made changes that restrict an area of the pool and one pool bar to members only—that’s fine, that’s their prerogative—but it’s not very clear what’s restricted, especially for guests who’ve stayed there before the changes. Staff was strange about explaining the rules (e.g., blank stares, no acknowledgement it’s a change that impacted our stay)

    On the last day of our stay, at the hotel pool area near its ice cream bar and two pool bars, my fiancé and I placed our things, including a bag (with my wallet and iPhone), on chairs before entering the pool nearby and when we exited the pool, found my bag was stolen. Other things we’d left on the chairs were left alone.

    We immediately alerted hotel staff, including security, concierge, and reception who repeatedly provided us contradicting information about the hotel’s protocol for theft (e.g., who to speak to, if there were security cameras in the area, if and when security footage might be reviewed, how to formally report and recover stolen items, how to file a police report for insurance purposes, etc.) and our best course of action. Staff offered no proactive assistance, instead repeatedly referring us back and forth between the area where the theft occurred and the hotel reception front desk (0.7 km each way). At the front desk, the concierge manager we requested to speak to said that the hotel couldn’t call the police or help us file a police report and that we’d need to leave hotel property to file a police report in Playa del Carmen. Staff consistently denied hotel liability and employee responsibility for the theft—we never made either assertion, so the repeated denials out of nowhere raised questions in our minds about the hotel we hadn’t really considered.

    Shortly after the theft, I contacted my bank to cancel my debit and credit cards, two (2) of which were used fraudulently after the theft. Also shortly after the theft, we attempted using ‘Find My iPhone’ to locate the stolen iPhone, but the device had been turned off—presumably at the time of theft by the person(s) responsible—and the last location update provided by the phone was at the same pool area. I gave hotel staff these details, including the exact location of the theft. (Update as of June—the phone’s set up to be erased and it’s reported stolen but it’s also still connected with my iCloud account and it is somewhere in Playa del Carmen lol it’s more or less bricked to whoever has it.)

    I mentioned staff would not assist us in calling the police or making a report. I was told “because it is private property” the police can’t come unless they are called… right, but it’s their private property… (whatever…) forcing us to leave and make a report with the local police in Playa del Carmen, which we did later that same afternoon. Hotel staff denied our request that the hotel pay for our taxi fare to the police station; only after we called for a taxi which we said we would pay for ourselves did concierge staff then, however, offer to pay for the taxi to the police station. When we returned to the hotel that evening, staff told us they’d found some items from the stolen bag in the trash near the beach—I found it odd staff would be able to tell from trash some of my things like a lighter and a keychain. Concierge at this time requested I provide the hotel with a copy of the police report I’d filed, a request which I denied. Only at check-out did staff tell me they’d found another item from the bag.

    On our last night (same day as the theft) the power went out multiple times for hours (no backup, no lights, no AC, no internet)—not the hotel’s fault (I guess…), apparently there were widespread power outages due to a recent heatwave. What was strange was the hotel’s lack of communication (the buffet is even more interesting without light…) and again weird unwillingness to be helpful—at one point we just wanted to leave and find a hotel near the airport when the power had been out a few hours and reception/concierge was useless and could not give us any hotel names in Cancun.

    We’d gone to the spa earlier in our stay and same as last time, most of the jets don’t work. Also, the baths were cool to the touch—cooler than the large spa pool. I was the first or only person at the spa pool and bath area, so I asked a staff member if someone might check the temperatures. I didn’t notice a change after an hour so I thought it was fair to ask again if someone had looked at it (maybe it was just taking time) but he told me it was just so hot outside I maybe couldn’t tell how warm they were… lol nonsense since the hotel itself labels the baths with temps and one labeled 38° was cooler than one labeled 35° but I digress… I said “oh okay, thanks” and just assumed they don’t actually listen.

    Our room’s shower drain stank like sewage and the room was warm (you can only set the thermostat as low as 22°, unless you call to request lower which then stops you at 18°). I’m a nerd and bring thermometers everywhere out of curiosity and the actual temperature in the room never went below 26°C.

    That’s it. We just had our fill of Iberostar and now that I’ve written this, I’m washing my hands of the whole thing. Hope others have much better luck and experiences—I know it’s possible, but I don’t trust them anymore.

    Room tip: Watch your stuff carefully or don't bring any valuables at all to the pool.
    Date of stay: May 2024
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    2  Thank Brian F
    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 12 June 2024

    Dear guest,

    Thank you for choosing Iberostar Paraiso Beach for your recent holiday.

    We truly regret to read that your vacation experience has not been as perfect as it should be.

    It is important to mention that Iberostar Hotels & Resorts is a family-owned company with more than 60 years of history, welcoming more than four million guests per year at its many hotels and resorts around the world. We are a company committed to excellence, relying on continuing innovation, evolution, and constant enhancement of all aspects of the services we offer. We always strive to strengthen and improve our services and procedures with the objective of offering our guests the very best possible experience. We assure you we are fully committed to our guests and to their safety and well-being.


    We reiterate the seriousness with which Iberostar Hotels & Resorts takes all matters relating to the safety of our guests and our complete commitment to their well-being.

    Best regards,

    Quality Manager
    Iberostar Paraiso Beach

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