We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“family concierge...good intentions... poor execution”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 9 more sites!
Paradisus Playa Del Carmen La Esmeralda
Ranked #31 of 211 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
London, United Kingdom
Level 3 Contributor
10 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“family concierge...good intentions... poor execution”
Reviewed 13 February 2012

we are only three days into our week long stay and things will have to change dramatically or there is not a chance we will ever come back. the list of benefits of the "family concierge" is endless... but the list of actual benefits delivered... quite short.

we were dropped at the front entrance after arranging our own transportation from the airport. after waiting in line for 20mins we learn there is a special check-infor the FC guests. 30mins later we are at another desk, learning that 400 of our 700 usd coupon book is only for room upgrades. wept to stayinour two double bed room - not perfect for a family of 5.... but not willing to pay 1200 usd to upgrade.

the FC desk is supposed to assign us a personal concierge - still not sure who that is... the walkie-talkies are set to a channel that no one answers. we have been trying for 2 days to figure out who makes the diving reservations... and after being sent to the on-site centre that is always closed... and then to the beach that said every day at 10am... but had no sign up sheet... and then hearing the harbor was closed... we finally have reservations with a centre in town that leaves at 8am and we need our own taxi.

dinner is an even greater adventure... we had reservations for two families and due to small children...requested before 7pm... the first night they made for 8pm at the Bana... and when we got there it was only older children allowed... and they didn't have the reservation made by the FC in any case. luckily, a brilliant manager saved the day... but that had nothing to do with the FC program.

we do like the beach. love the sand. the FC area pool is warm. the pirate ship pool is cold but a favorite of the kids. the all-inclusive drinks are good. kids love the cotton candy, the crafts and the snow cone machine. the restaurant selection...when you can get a reservation... are spectacular.

will comeback and amend after the diving and if the FC is ever delivered properly. will also review the other dining areas on the property. safe to say...after day 2... we won't becoming back. if we do... we will not be overpaying for the FC program that promises a lot and delivers little.

Room Tip: the swim up rooms look nice though probably not ideal for young children. the top units of the FC ar...
See more room tips
  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank joseph1369
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a Review

7,257 reviews from our community

Traveller rating
    5,059
    1,446
    477
    158
    117
See reviews for
5,142
897
30
251
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (1,519)
Date | Rating
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Hebrew first
  • Italian first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
boca raton, fl
Level 5 Contributor
18 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed 13 February 2012

I thought I would love this place, but I did not. Sure the food was good for an all inclusive and the room was nice and new. However, there were too many negatives. Starting with the drive to the hotel... although others have mentioned the bad neighborhood this hotel was built in, the level of poverty is indescribable. Incredibly sad.
Esmeralda is basically a U shape. All rooms either face the interior (a pool area with lots of concrete) or trees. There's no view of a beach from the rooms or the pool area. And to get to the beach, you have to walk through the pool area, past restaurants, down a path past trees and make a left. The sand area is narrow, and they have gray, sling chaises lined up like sardines in two rows. Directly behind the chairs are bushes and trees. There's no restaurant nearby and the bar is back on the path. The ocean was pretty, turquoise and calm, and there are jet skis available. But there are no kayaks, catamarans, aqua bikes, parasailing or even volleyball.
The vibe at this place is zen, calm, quiet and basically boring. The music is techno and everywhere. The pool is like a snake, narrow and winding around the rooms... and in the center there's a too-small swim area for a hotel this size. Esmeralda took up a huge amount of the pool area to put in tons of beach beds. But there are no trees, flowers, or waterfalls. It's a huge concrete patio. There are no activities offered at the pool--which is not heated and was freezing. Lunch at the small pool restaurant was very good.
The main restaurants have no views of the pool or beach. The restaurants are dark, huge, modern and upscale. There's no sunlight in them at all, as they are surrounded by covered walkways. The food was surprisingly good for an all inclusive, and I'd guess would please anybody...as long as you don't mind eating in the dark.
We had a family concierge room-small and pretty, with 2 firm beds. We were able to use the heated pool in this category (with our specific bracelets). The butler made a dinner reservation for us--otherwise we didn't need him. The other "perks" were: peanut M&Ms and chocolate milk in the mini bar, and Johnson's baby shampoo, colgate and baby bug lotion in the bathroom.
Most important for me (besides of a clean, pretty room and good food) is a great pool to swim in and play with the kids, a big, beautiful beach, and fun water sports at the beach--none of which are here. I'm not sure who this place would appeal to--I wouldn't go back for free.

  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank z2u
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York
Level 2 Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 9 February 2012

I will start off by saying that this hotel is very nice and exceeded our expectations on more than one account. However, there are some aspects that are completely unacceptable. We stayed at La Esmeralda from January 25 – February 1. Although there were no children in our party, we booked Esmeralda just because of the significant price difference, and I’m glad we did. The adults only side is open to all guests, the only limitation which we didn’t mind is the 5 minute walk to the adult side from Esmeralda.

The Bad:
Customer Service
Our biggest problem was the check-in, we arrived and had to wait about 2 hours to get our room, upon seeing the room we were very disappointed to find out that the view was of the driveway (ground floor). When we spoke to the front desk we were told that hotel is at full occupancy and nothing can be done. As soon as we walked out to the pool area, we noticed that there were literally a handful of people at the pool, we spoke to one of the waiters at the pool who told us that the hotel is currently at 25% occupancy. We went back to the front-desk and demanded that our room be switched to pool facing view since the hotel was empty. All of a sudden, all these rooms became available, with one minor detail, we had to pay about $700 for an “upgrade”. At this point I was fed-up, and asked to speak with the manager, who shall remain nameless just because I don’t want to throw anybody under the bus – who explained to me that they won’t accommodate us in a room with a better view without a fee because “it’s business”. To make a long story short, I made enough of a scene, and we were finally promised a room with a pool view the next day.

The not-so-good:
The beach is nothing to write home about, the La Perla side is pretty bad with sharp rocks sticking out of the water. La Esmeralda side is better, but still the beach is just OK.

The entertainment is just OK – but that’s the usual case with all-inclusives.

The Great:
The property is gorgeous and huge with many places to just hang out on very comfortable lounge chairs/beds. The rooms are modern, and we did not have any problems with the cleanliness of the room, although only got turn-down service our first night there, but no big deal. Everything is beautifully designed, the pools are beautiful, and the temperature of the water in the pools is refreshing – some people complained that it was too cold, but I thought it was just right. They had a great pool party on Friday with great music, dancers and margarita shots. They should do it more often.
The food is very good. We are foodies and live in NYC, so we know good food. The breakfast/lunch buffets are very good, with a lot of variety. The specialty restaurants are exceptional, the food is beautifully presented and delicious. Passion is the restaurant with the surcharge (they have two menus, $40 a la carte and $90 tasting menu), although it was good it was not our favorite, definitely not better that Fuego or Vento. We also dined in La Palapa, which was our favorite (this restaurant is supposed to be exclusive for Royal Service guests, but since the hotel is very low on occupancy, they allow everybody to enjoy it.)
The drinks are ok at the pool/beach, but very good at the bars and restaurants. They have top shelf liquor which is pretty awesome.

We ventured out into town which is ten minutes away by cab, and is worth the trip – very safe.

Overall this place is great and once they train their staff, it will be even better!

Room Tip: Stay is Esmeralda instead of La Perla, save $$$. Ask for pool view
See more room tips
  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank AlanK2008
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
michigan
1 review
Reviewed 8 February 2012

hello

we just back from a memorable vacation at the hotel and hope to return soon with our family

the hotel is very nice, the rooms, the food delicious and the service is fantastic I want to thank Edwin at the front desk he gave us suggestions for room up grade, we had booked a luxury junior suite and we up grade to a family concierge area is recommended a family in which was also an unforgettable experience

we will back soon with all our family

regards from michigan

Room Tip: up grade to a family concierge area is very nice with a heated pool
See more room tips
  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank diane s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
new york
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 8 February 2012

we stayed there for a week with our kids and we required the family concierge.
The staff was very kind and helpful but totally disorganized one day we had a butler the following day it was someone else we didn't know about!
the cleaning wasn't thorough and they even cleaned our room at 8pm ( we have 2 small kids who were sleeping!!!) the day before the cleaning was very disorganized.
when we get to the room the first time, there were still some empty bottles in the fridges or some half empty ones! i was shocked and it didn't look clean at all. We require someone to come check it out, it took them only 2 hours to come to fix it.
we order food service it took 1 hour to arrive then after finished they never came to pick it up.
These details were frustrated because everyday it was something else! try disappointed!!
the hotel itself is beautiful, the staff is really nice and helpful but.... it is not enough for the price.

  • Stayed January 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank EMCNYC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston, Massachusetts
Level 5 Contributor
55 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
Reviewed 7 February 2012

I visited the Esmerelda in late December. The ride down from Cancun was uneventful although it was interesting to see the grand entrances to the other mega resorts along the Mayan Riviera. After passing the other resorts I was extremely concerned when the shuttle driver turned into a rather rundown neighborhood. We drove for about four blocks through the neighborhood before we arrived at the front gate to the property. They really need to do something about the arrival. First impressions count a lot.

We had reserved a family concierge room and the shuttle driver dropped us at the regular reception area. If you reserve a family concierge or royal service room there's a separate reception area. Make sure the driver knows where to leave you. Check in was easy and with the family concierge or royal service package you are assigned a concierge who shows you around the property. The place is brand new and one of the nicest places that I have ever stayed. Because it is new the staff went out of their way to make sure we had everything we needed. The restaurants are fantastic. Make your reservations early or better yet have your concierge make your reservations. The resort is truly all inclusive. The food was excellent and the beverages were all top shelf. I was extremely impressed with the staff who always made sure that I never had an empty glass in my hand. They constantly would refresh my drink without my having to ask. That was great.

The resort is actually two resorts. La Perla is adults only and Esmerelda is for families. I was there with my fifteen year old son and he wasn't old enough for the adult side but the family side was really a geared for young children and was rather noisy. On a couple of days my wife and I escaped to the La Perla side leaving our son to take care of himself. I would highly recommend the La Perla side for anyone without children. It was very relaxing.

The one drawback is that the resort is adjacent to a very congested neighborhood of Playa del Carmen. On an early morning walk around the property the sound of crowing roosters and barking dogs was very apparent on the neighborhood side of the resort. Thankfully, we were staying on the other side of the property which is adjacent to a mangrove forest. The neighborhood noise is covered by new age music which is piped throughout the resort at all hours of the day and night.

One day I decided to go for a jog toward PDC which is about two miles away. I turned left out of the front gate of the resort and after about a hundred yards I was confronted by a pack of neighborhood dogs. I took one look at them and turned and ran back to the resort. I did take my jog along the beach which is very well patrolled and free of wild dog packs.

This is a fantastic resort as long as you stay on the property.

Room Tip: Choose the family concierge or royal service rooms. It is worth the extra service.
See more room tips
  • Stayed December 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Paul M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ontario
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 6 February 2012

My husband and I had never tried an all-inclusive resort vacation before so have no real basis of comparison, but we thought it was a wonderful experience from the moment we were greeted with cool towels and champagne until we reluctantly left on January 31st. The resort is beautiful--modern and cool with an understated elegance. Service in all areas of the resort was excellent. Thanks to Griselda, our concierge, for her friendly assistance, to Daniel and the other staff at the Sunrise Grill, to Israel at Naos, to the service staff at the North and South Street bars and many, many others. The restaurants were amazing. Our favourite was Fuego, but we managed to sample all of them twice and enjoyed the variety and the quality of the food and the creativity of the menus. The nightly entertainment is varied and fun and we enjoyed the "vibe" of the Gabi Club and the bars where the shows took place.
Our room, junior suite, had an ocean view from the terrace and was cool, comfortable, quiet and elegantly furnished with lots of storage. Housekeeping took pride in their work and we enjoyed the beautiful "towel sculptures" and the turndown service.
We swam every day, often at the beach and daily at the pool and also enjoyed the very comfortable palapas with drink and food service graciously provided.

  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AdeleOntario
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotels you might also like...
Also consider these accommodations in or near Playa del Carmen
0.1 km away
Paradisus Playa del Carmen La Perla
Paradisus Playa del Carmen La Pe...
#22 of 211 in Playa del Carmen
8,705 reviews
23.8 km away
Dreams Puerto Aventuras Resort & Spa
Dreams Puerto Aventuras Resort &...
#10 of 17 in Puerto Aventuras
4,653 reviews
36.4 km away
Zoetry Paraiso de La Bonita
Zoetry Paraiso de La Bonita
#5 of 25 in Puerto Morelos
2,281 reviews
Show Prices
Show Prices
Show Prices
6.3 km away
Blue Diamond Luxury Boutique Hotel
Blue Diamond Luxury Boutique Hot...
#41 of 211 in Playa del Carmen
1,421 reviews
15.5 km away
Iberostar Paraiso Maya
Iberostar Paraiso Maya
#4 of 11 in Playa Paraiso
4,976 reviews
26.3 km away
Barcelo Maya Tropical
Barcelo Maya Tropical
#7 of 17 in Puerto Aventuras
4,607 reviews
Show Prices
Show Prices
Show Prices

Been to Paradisus Playa Del Carmen La Esmeralda? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Paradisus Playa Del Carmen La Esmeralda

Property: Paradisus Playa Del Carmen La Esmeralda
Address: 5a Avenida | corner Calle 112, Playa del Carmen 77710, 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 Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Green Hotel in Playa del Carmen
#12 Family Hotel in Playa del Carmen
#17 Top resorts Hotel in Playa del Carmen
#23 Spa Hotel in Playa del Carmen
#25 Luxury Hotel in Playa del Carmen
#25 On the Beach Hotel in Playa del Carmen
#26 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Paradisus Playa Del Carmen La Esmeralda 4.5*
Number of rooms: 488
Official Description (provided by the hotel):
Set on the beach and surrounded by mangrove trees, Paradisus Playa Del Carmen La Esmeralda is an all-inclusive four Diamond resort with its promise of all-inclusive fun and LUXExclusive experience designed with the entire family. All suites feature a private balcony or terrace and include air conditioning with climate control, free Wi-Fi, 24-hour room Service, cable TV service, Minibar, in-room safe, complimentary toiletries, bathrobes, living area with sofa and a coffee maker. Services for relaxation and pampering include a YHI Spa, a hair salon ($), Wedding services, tours/ticket assistance and a business center. World-class facilities including Family Concierge ($), Fitness, YHI Kids, Kids Zone, Kids Club, Baby Club, Game Room, Life enriching experience, Kids Pool. The resort offers 14 restaurants to choose from which are open daily. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Travelocity.ca, Booking.com, Expedia, Cancelon, HotelQuickly and getaroom.com so you can book your Paradisus Playa Del Carmen La Esmeralda reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Paradisus Playa Del Carmen La Esmeralda Hotel Playa Del Carmen
Paradisus Playa Del Carmen La Esmeralda Riviera Maya, Mexico

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing