Paradisus Playa del Carmen - Riviera Maya

Avoid This Resort If the Water Park Is Important to Your Family We stayed at Paradisus Playa del Carmen from September 6–11, 2026, with our family and left disappointed by how two serious issues were handled. The water park was the main reason we chose this resort for our children. It was completely closed for our entire stay, and we received no advance notice before arrival. Had we known this, we would have selected a different property. The resort offered a complimentary Swim-Up room upgrade and Family Concierge access, which we appreciated, but neither replaced the experience our children had been looking forward to. We escalated the matter twice, including to the Insights Services team. Despite acknowledging the importance of the water park, the resort refused any monetary compensation. We paid the full price while a major reason for our booking was unavailable throughout the stay. In addition, a pair of Prada sunglasses in a black Ray-Ban case went missing from our room. The resort reviewed the matter but provided no clear explanation and declined reimbursement. The resort is beautiful, and many staff members were pleasant. However, when things went wrong, we found management unwilling to take meaningful responsibility or offer a fair resolution. Our advice to other families: if the water park is an important part of your decision, obtain written confirmation directly from the resort that it will be open during your dates. Do not assume an advertised amenity will be available, or that the resort will provide financial compensation if it is not.

Miguel Martinez is the best staff we have. During our stay, he helped us to set up all the appointments and tours. We had an amazing experience and relaxed.

We had an amazing family/wedding anniversary trip. Love was super nice and clean. Everybody that worked out it was amazing. Our room was spacious. The thing that made our trip extra great was our personal concierge. Cynthia Delgado provided extra exceptional service to our family. She made us feel extra special with all her personal touches. We would love to come back to this resort.

Everything was excellent. No complaints. The resort is beautiful and you really don’t need to go anywhere else to have a good time. The food was delicious. We loved all the restaurants. Very kid friendly place as well. We had a great time and hope to return soon.

We have stayed at several all inclusive resorts, especially in Mexico and this resort is one our favorites. We stayed in a Family Swim Up Concierge Suite and the room was beautiful. We loved having access to the pool and the beach. The Family Concierge pool was also amazing. Our concierge, Cynthia Delgado, was awesome!!! She let us know of the events happening around the resort, created special memories for our son and checked on us daily. The best concierge we have ever had! We will certainly be back! Also, Miguel at the Concierge Beach section was amazing. He made sure we had a great time at the beach and he is exceptional at his job.