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“Not a 4 1/2 star hotel!!!!”

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Paradisus Playa del Carmen La Perla
Ranked #21 of 211 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 27 March 2012

My husband and I spent 7 days from 2/29-3/7 at this resort. Overall, we did not feel the property matched the rating of 4 1/2 stars that it represents. In comparison to other equivalent properties, we would rate it a 3 star property.

Check in process- The sales pitch following the check-in process was much too lengthy. After spending 1/2 day traveling to get to the resort we just wanted to relax.

Rooms- very spacious and beautiful accommodations. The cleanliness of the room was not very clean when we first checked in, mini bar not stocked and no shampoo or conditioner in the room. In addition, there was a problem with the door and the card key did not work. We had to wait for about 45 minutes, while the battery for the door could be replaced.

Service in the room (maid, mini bar and turn down) service throughout the week was very sporadic. A few days it would happen and many it would not. When we would call to request additional items for the mini bar it was also sporadic if we would receive them or not. Often times we were told to wait in the room and they would come. We would wait 30+ minutes and no one would show up.

Food quality- some restaurants that were listed were not open. Gabi club was never open for lunch or dinner. Breakfast buffet was ok at best, but not up to par for a 4 1/2 star resort. Lunch at the market and the grill is the same everyday with very limited options, leaving the lunch options very limited. Again for the rating of the resort this is a concern. Overall, dinners were good. We were able to find something most nights and did try 6 of the 7 specialty restaurants.

Service of staff- again very spotty. Very limited English was spoken by the staff and often requests were not fulfilled as a result. Wait times in the restaurants were unacceptable. Often times took 2+ hours to have dinner. Hotel was only approx 30% full during the week we were there, but service was not up to par. Lots of noise and construction taking place throughout the day.

Beach- way too many rocks and very dangerous. No warning that this is the case. The hotel did have staffs who were attempting to keep this clean, but it was difficult to keep up with

When we attempted to find a manager on duty to share our feedback with, we were provided a piece of letter head and told to write our comments on their and send to the corporate office. There are a lot of nice properties in the area and this did not live up to the 4.5 star rating.

  • Stayed: March 2012, travelled as a couple
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5  Thank ToniaM539
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager B, Gerente at Paradisus Playa del Carmen La Perla, responded to this reviewResponded 3 April 2012

Dear Guest

First and foremost we would like to express our thankfulness for your feedback on trip advisor and for selecting us for your vacations as well.

We are sincerely sorry to hear about your disagreeable experience during your stay and we are a bit surprised due we attended your comments and concerns, even personally from by La Perla Director as soon as you contacted us after your check out, so please allow me to express again our most sincere apologies for the inconveniences you experienced. We clearly understand that we did not achieve this time our main goal: your total satisfaction.

We deeply appreciate your comments because thank to notes like yours, we are able to improve our services and please be assure that since we knew about your experience, we have reinforced our staff training and approaching technics in order to guarantee that all our guests have the opportunity to express their valued comments during their stay.

Once more thank you for your constructive observations and we hope to have the opportunity to serve you soon at Paradisus La Perla

Best regards,

Alan Becerril
Quality Manager
alan.becerril@melia.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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6,038 - 6,042 of 8,880 reviews

Reviewed 26 March 2012

When looking for a vacation spot two things drew us to this property, all adult and new. This property is located at the North side of Playa del Carmen, and getting to it you do travel thru a few blocks of residential housing. Once at the hotel property, you quickly are immersed into the lovely surroundings of this site.
Check in was swift, professional and very courteous. The bell hop, David, was very friendly and explained the property and our room on our short walk from the front desk. Our room was as we booked, king, ocean view. Our room faced south on the third floor, we were able to view the ocean from our balcony, although it was off to left, but still a nice view. The balcony had two relaxing chairs and a table, and we found this a nice escape to sit and read at times during our stay.
Beds were super comfortable; the air conditioning worked superb, housekeeping by Maria was great, kept our room clean, tidy and well stocked with towels and refreshed each evening. The shower has a nice feature, two shower heads, one on the left and one of the right. Lighting in the room was very good, bright and lots of controls to make brighter or dimmer. Mini bar was stocked each day with snacks, non alcoholic drinks and beer. Coffee is also available for a quick brew. Internet is not reliable in the rooms, we used wireless all the time, and it is sporadic and found this no matter where we tried to connect, even by the pool. This is one amenity that needs further enhancement. It does work enough to get you by.
For dinning this property has an endless option. There are adult only options, and also family due to the sister property adjoining this site. We found the family buffet to be very good with its offerings and changing up the selection enough times during our stay. We would eat breakfast in the adult buffet and lunch and dinner at the family. Service in both is slow and not engaging; however being a buffet this is ok, but getting drink refills, coffee and alcoholic beverages did take having to get the attention of the server. They did remove the used plates quickly however. The pasta and pizza is great in the family buffet, but they had lots and lots of choices of other food, meat, soups, salads, cook to order, breads, desserts and self serve wine, oh and the best was the ice cream bar. They do need an easier to open butter portion, as the foil is just too difficult to open, kids and older guests would find this a big challenge. The Grill, for dinner, was Brazilian style with hunks of meat on a skewer craved at your table. This was not the best offering, and I would pass unless you want this type of experience. The meat quality is not great, and the salad bar is ok. I would pass on this choice. The Market offers lunch and dinner and is adult only. For dinner you can order from a set menu, there are enough choices and has waiter table service, which was just ok. This setting is open to the outdoors, the evening we dined it was a bit windy, and our food was good. We ate here once for lunch, again limited choices and the wood burning ovens smell was in the air, we did not enjoy that, the food was good. The Bano, was the best food choice and is only open for dinner, you have to do this one once, we did it twice it was so good. It is Japanese style; food is cooked by chef in front of you and is very entertaining. The food quality was excellent. The waiter service also was excellent. Be sure to reserve ahead, its busy. The pool food menu offered a great variety; it was fresh and well prepared. You can have food delivered to your lounge chair or enjoy table service around the pool bar. Arnulfo provided exceptional service, look for him, you will not be without a drink while sunning at the pool.
The adult pool is awesome, lots of lounge chairs and cabanas. There were not a lot of people reserving chairs during our week, we never had a problem finding chairs no matter what time of the day, the cabanas however do get reserved early and fast, they are like a giant bed with rolled cushions, and most people we saw were sleeping in there mostly. There is just enough organized activity during the day around the pool that it is not bothersome and the music is played at a level you can carry on a conversation easily. There are lots of umbrellas around if you want a shaded area too. Washroom facilities were very close to pool area and were well maintained, always clean and well stocked. Towels were plentiful and very large. Be sure to take the free Salsa dance lessons with Rajive at 3PM by the pool, he is a great teacher and an excellent ambassador for this hotel.
The one tennis court is at the entrance to the property, it’s a bit of a walk from La Perla, so ask for a cart ride from the bell desk. Be sure to grab some water from the lobby reception lounge, as there is none at the courts. The hotel provides rackets and balls, good quality for both, no need to pack yours. We reserved a couple of times during our stay, but really we never saw anyone playing during the week. Washroom facilities are also available at the courts. The fitness centre was awesome, it is just off the lobby and we used it every day, at 9 AM, and it was busy. All the equipment is new, good music to keep you motivated, TV's to watch, lots of towels, cold water and very clean. We did not have to wait for any access to machines or weights, they had enough for all. There are yoga classes also available. This was the nicest fitness centre we have used in all our visits in Mexico.
For off the property activities, Tatiana, from Best Day Travel, will look after you very well. She was outstanding, efficient and focused on looking after our needs. Marysol, one of the concierges, had all the answers.
Mario at the front desk was relentless in assisting us to retrieve a forgotten item by a coworker and he was very helpful.
Where this property could improve is in the area of engagement of the staff with guests, mostly at the front desk and wait staff in the two buffets. The front desk lacked direction and confidence, we did not feel it. The wait staff in the buffets, could smile more, they seemed to not want to be there.
This is a super property, it is fantastic, and we wanted for nothing, enjoyed it all and felt very safe on the property. We will return.

Room Tip: take an outside facing room, top floor. east side rooms face ocean directly.
  • Stayed: February 2012, travelled as a couple
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Thank 2Travelersweare
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 March 2012

My husband and I (ages 46 and 53) travelled to this resort the week of March 8th, without realizing it was brand new. We ended up on the "La Esmeralda" side which is for families. Having our room on that side was fine -- it wasn't loud or anything, but we spent our time around the adult pool at "La Perla" and it was quite a long walk -- OK at the beginning and end of the day, but too far to "pop back to the room". So, if you're a couple, stay at La Perla.

The food was tremendous. Breakfast buffets were extremely varied and tasty. There were lots of options for lunch, including buffet. There were more dinner restaurants than we could visit in a week, and they range from Argentinian grill to Japanese. Passions restaurant is an extra charge of USD 40 per person and is the best deal you will ever get for that quality of food. Have the tasting menu and come hungry! We are fortunate enough to have eaten at the French Laundry in Napa Valley, and Passions is as good, in my opinion.

The staff were attentive, well trained and very friendly. We did not buy the upgraded Royal Service package, but still, we were personally greeted by Karla, and she took care of us throughout our stay, making our reservations and making sure we were happy. She's a lovely person and I hope we see her again when we return.

For beach lovers, the walk to the beach may seem a bit long. There is no view of the beach as there is a stand of mangroves between the resort and the shore. However, if you're concerned about the environment, this should make you very happy. The mangroves have been left standing to protect the precious environment. I'd like to say I understand how this works, but we were unable to take the eco tour because we had a couples massage appointment.

The spa was wonderful and the therapists were excellent. The price was also very good, as it was the featured treatment.

We are not big activities people, and we were pleased that we were offered all the activities (eco tour, water aerobics, beach volleyball, etc.) but were not hounded to participate. On St. Paddy's day there was a beach party by the pool, and it was excellent. The staff really know how to lead people in having a good time.

There are abundant pool loungers, beach towels and bali beds. The rooms were beautiful, both in design and furnishings. There are fluffy white bathrobes and matching slippers, which I always like. We stayed in the most basic room, and it was pure luxury. The swim up suites look amazing. We might try one next year.

Room Tip: There are no bad rooms. La Perla is for adults only, La Esmeralda is for families. Couples can sta...
  • Stayed: March 2012, travelled as a couple
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3  Thank Kimberly R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 March 2012

Stayed here over a period of 3 days in March. I was in the Royal Service portion which included butler service.

Overall this place is pretty impressive. After a 40 minute drive from the airport, you drive thru a very poor area and Paradisus then appears like an oasis in the desert. The entire property is extraordinarily beautiful and immaculately clean. The staff is very very friendly but seem to speak less English than similar resorts.. At least a little more broken English. Upon arrival we were taken by golf cart to the exclusive royal section. Check in was smooth and the butler took us to our room and explained the ins and outs of the resort. Rooms were beautiful, well appointed and well stocked with premium liquor.

The resort has about 10 restaurants, one exclusive to royal service which we enjoyed one night. Food quality was high and portions were good. The breakfast buffet restaurant, Hadar, was excellent as well. Plenty of available cabanas, swim up bars and suites. The beach area was kind of small and full of seaweed but was beautiful as well.

Only issue with the resort, and probably just due to the newness, was some lack of or miscommunications among the staff. Several times I called down to the butler to ask a question and I would be transferred to a dead extension or my request would go ignored. I never did get the pillows I ordered after 4 attempts.

Overall, great place, would go back... Probably.

  • Stayed: March 2012
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3  Thank crackedpulse
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 March 2012

I went to this resort in January with my husband and I have to say I was soooo impressed. I felt like I had landed in the lap of luxury, its so beautiful and modern.
Yes it is true that it is huge but I was so happy for the exercise, cause lets face it ... who really wants to go to the gym (gorgeous as it was) while they are on vacation???

I had no problem with kids in the adult areas, it was so peaceful and relaxing and the service is impecable, the bartenders even remembered what we were drinking (how cool is that). Thanks guys. Also the selection of drinks is amazing and top quality alcohol (I love Jose Cuervo Traditional).

There were lots of different activites to do at the pool and a variety of music for every kind of taste. I was especially loving the morning relaxation music!!!

There are a great choice of restaurants and Fuego was one of my favourites as well as the Tapas at Gabi Club (especially the coconut shrimp).

We have to give a big shout out to Carlos (charlie) the manager from Gabi Club, this guy works so hard and he treated us like royalty, he brought us the different foods to try out and his english was amazing (as was so many other staff members). We spent a lot of our evenings in Gabi Club so we got to know him pretty well and he rocks!!! He also told us what was best to do around the area and he recommended Coco Bongo (wow). Thanks Charlie :)

So many other staff memebers were awesome and I wish we could remember all of their names, to name but a few, Mario from front desk, Karen from the restaurant, Edwin the butler (I could just hug you) and so many more who made our trip so pleasant.

Please remember to tip the staff, these guys are not making lots of money (I know this because I have worked in the hotel business before in different countries) and they also work their butts off! It is just nice to tip someone if they have helped make your stay that little bit more pleasant.

In the end I will be recommending this resort and I will be back.

Room Tip: higher rooms have the better view
  • Stayed: January 2012, travelled as a couple
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1  Thank K C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Paradisus Playa del Carmen La Perla

Address: 5a Avenida | Corner Calle 112, Col. Luis Donaldo Colosio, Playa del Carmen 77719, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Green Hotel in Playa del Carmen
#9 Family Hotel in Playa del Carmen
#12 Top resorts Hotel in Playa del Carmen
#15 Spa Hotel in Playa del Carmen
#16 Romantic Hotel in Playa del Carmen
#17 Luxury Hotel in Playa del Carmen
#18 On the Beach Hotel in Playa del Carmen
Price Range: RM1,325 - RM3,102 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Paradisus Playa del Carmen La Perla 4.5*
Number of rooms: 393
Official Description (provided by the hotel):
Paradisus Playa del Carmen La Perla is a hotel catering to the discerning all-inclusive traveler. With 58 swim-up suites, opulent furnishings, and international cuisine prepared by award-winning chefs, this adults-only hotel is a crowd pleaser. Rooms feature special touches like deep soaker tubs and rainfall showers. Marble floors, flat-screen TVs, Minibar, in-room safe, free Wi-Fi, coffee maker, bathrobes and slippers, cable TV service and a DVD/CD player compliment the trendy interior design. Stay active with water sports like aqua aerobics, yoga, zumba and volleyball, or visit the spacious fitness facility. The Spa offers a wet and dry sauna($). Try a different menu every night with 14 restaurants. ... more   less 
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Also Known As:
Paradisus Playa Del Carmen La Perla Hotel Playa Del Carmen
Paradisus Playa Del Carmen La Perla Mexico - Riviera Maya

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