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Hotel overview
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Hotel details
Hotel advisories
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
8015 reviews
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Jun 05, 2025Pick a different resort
The hotel front desk staff is terrible..They have zero customer service. The food is very good. The wait staff is great. It is very hard to get reservations if you have a big party. It feels like you are being punished. We are in a family suite on the Beach side nice room. If you are going for a beach experience pick a different resort. This is the ugliest beach. The pool is nice. There is a lot of walking here and it takes forever to get the Golf cart rides. Will not be coming back.
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Jun 04, 2025
How is this considered 5 star resort?
We were excited for our stay, but it fell short in several critical areas. Most concerning, my brother got food poisoning after eating the Italian entrée—the only dish unique to him. Staff offered bland food and said medical costs would be ours. No apology, no accountability. Our room’s AC didn’t work the entire stay. We reported it three times, and though maintenance came twice, it was never resolved. My mother’s room was fine, so it was clearly a room-specific issue. The only solution offered was to move us to another building, which wasn’t feasible since we were traveling together. We ended up sweating through the nights. it’s a sensor issue mixed between us being in or out of the room. Out of the room it got cold and while in the room, it would get warm. Food was average. Getting a reservation was a hassle. Called early at 7am, was told to try later, then told it was full by 7:50?!—until I complained, and suddenly they had space. Not acceptable. Service was inconsistent. Restaurant staff were generally kind, but front desk staff were often indifferent. Checkout was especially unpleasant. Rooms are outdated, beds are okay, and there are no elevators—an issue for a family member with a cane who was placed on the third floor with no help offered even after asking the front desk. The resort grounds and nature are beautiful, but don’t expect to leave easily. It’s far from town, Uber isn’t available , and many tours charge extra for pickup due to the distance from Cancun. Don’t plan to visit the beach- it was stacked with seaweed that you couldn’t even get in. Defeats the point of even coming to Mexico for the beaches. Overall, disappointing experience due to poor service (tips ARE expected as they only are kind after being tipped ) lack of accountability, and subpar comfort. Beautiful setting, but we wouldn’t return not with other actual 5 star resorts here.
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Jun 03, 2025Pleasant staff, warm pool, plenty of sunbeds early morning
Check in was easy, just the 2 of us arrived on the transport. Had a room on the 2nd floor of block 11 right near the pool. Best part of the stay was the wildlife roaming the hotel, flamingos,peacocks, parrots, coati's, agouti's, iguana's, and even saw a spider monkey with it's baby on it's back. Pool water was warm and welcome. Food was sometimes repeatative but made up for with fresh cooked salmon, shrimp in hot garlic oil, tequila on mexican nights. Will definately be going back next year.
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Jun 02, 2025Beautiful Grounds and Great Food, But Room Cleanliness was gross and Fell Short
We just returned from our stay at Iberostar ParaisoDel Mar and wanted to share our experience. The resort grounds are truly beautiful—well-maintained and impressively clean for such a large property. The food was fantastic. We especially enjoyed the variety at the buffets during breakfast, lunch, and dinner. There was always a wide selection of flavorful dishes, fresh fruit, and delicious desserts. No complaints in that area. However, we were extremely disappointed with the condition of our rooms (1211 and 1212). Room 1211 had a strong mildew odor, likely coming from the bedsheets, which did not smell fresh. It was unpleasant and made the entire room feel musty. Room 1212 had a noticeably dirty bathtub. There were remnants of dead mosquitoes on the tile wall and leftover soap scum in the niche, indicating it hadn’t been thoroughly cleaned after the last guest. We wore flip-flops while showering because the tub felt unsanitary. Both rooms had striped couches that were visibly and noticeably unclean—stained, musty, and uncomfortable to sit on. They appear to have not been deep cleaned in some time, and we suspect possible mold or mildew under the cushions. As for the staff, while polite, many seemed visibly exhausted and disengaged—more robotic than genuinely welcoming. Regarding the layout: the resort is sprawling and requires a shuttle/train to get around. These shuttles only come every 10–15 minutes, which can be frustrating—especially in the heat with young children or older guests. The tracking system wasn’t reliable, and it made simply getting to meals or the pool feel like a chore. If you prefer a resort where you can easily walk to restaurants, pools, or the front desk, this may not be the right fit. In summary: the resort is beautiful and the food is excellent, but the room cleanliness and overall guest experience left much to be desired. We hope the management addresses these issues, as they greatly impacted our stay.
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May 22, 2025Buyer Beware: A Nightmare Stay at Iberostar Paraiso Del Mar
If Iberostar were the only hotel chain on Earth, I would never travel again. This is a long and detailed review of our disastrous experience at Iberostar Paraiso Del Mar. What was supposed to be a relaxing vacation turned into a frustrating, uncomfortable, and at times unsafe ordeal — all due to incompetence, indifference, and a complete lack of accountability. Booking & Arrival: Confusion and Delays from the Start We couldn’t even reserve the room we wanted because of their poorly designed website. Things didn’t get better in person. We pre-arranged a taxi through the resort, but still waited 25 minutes in the heat upon arrival. At the hotel, it took over 30 minutes to check in, only to be told our room wasn’t ready — despite the app showing it as available. This wasn’t a fluke. Every guest checking in around us had to wait 30–45 minutes. The resort is mostly open-air, including the lobby. We didn't realize we’d be sitting in sweltering heat to check in. They claim this is part of a “climate pledge,” yet all the on-site (and mostly empty) shops are air-conditioned. Evidently, cooling overpriced boutiques is a higher priority than guest comfort. App Failures & Lack of Information No one provided us with physical information or a welcome packet. There was nothing in the room to guide us, and the only option was their app — which barely functioned. We couldn’t book a restaurant, couldn’t reserve spa services, and couldn’t find out what was happening at the resort. Everything seemed designed to make us give up. Safety Concerns: We Were Scammed The worst part of our stay happened off the resort — but was directly related to it. Guests are issued wristbands that double as room keys. On our final day, while walking around 5th Avenue in Playa del Carmen, we were approached by three individuals claiming they worked at Iberostar. One even showed an employee ID. They recognized our wristbands, claimed to know us, and used this false familiarity to scam us. We ended up being charged nearly $600 for a cheap hat — a charge we are now disputing. When we reported this to resort management, they shrugged it off. “Not our problem.” Apparently, Iberostar takes no responsibility for the fact that their wristbands make guests easy targets for scammers. This was deeply disturbing and unacceptable. Mediocre Rooms, Heated Pools, and Extra Charges The room itself was fine, aside from ants. The resort is massive, yet it felt like everything required an additional fee — especially the spa. There was no central way to find activities; we stumbled upon events by accident or word of mouth. All the pools are heated, which made swimming unbearable in 90°F weather. The beach was the only highlight. The food? Mediocre at best. Aggressive Timeshare Pitches Three separate staff members approached us about a timeshare presentation. We even received a flyer in our room offering promotional credits to attend. We paid for a vacation — not a sales pitch. The sheer persistence was annoying, and the timing (while our stay was already going poorly) was offensive. Final Thoughts This trip left a sour taste in my mouth — so much so that we won't be returning to Mexico. If you're planning a trip to this region, avoid Iberostar. Find a resort that values guest comfort, safety, and accountability. Iberostar failed us at every step, and I hope this review helps others avoid the same experience. I've attached 2 photos to prove we stayed at the location the first one is of one of the peacocks that are on the grounds and the other was taken at the beach.