Paradisus Playa del Carmen

I’m genuinely unsure how this hotel has achieved a five-star rating. The level of service was extremely disappointing, with very little attentiveness from the majority of staff. One or two employees were excellent, but unfortunately, they were the exception rather than the rule.

If you’re travelling with children and want to spend quality time together while enjoying a genuinely family-focused entertainment programme, I would recommend booking elsewhere.

The hotel seems much better suited to parents who are happy to leave their children at the kids’ club while they enjoy the restaurants, bars and adult entertainment. Around 70% of the restaurants appeared to be adults-only, which makes the resort feel far less family-oriented than you might expect.

The evening entertainment for children was particularly poor — easily some of the worst I’ve experienced at a family resort. At times, even Butlins would be a considerable step up.

We are a pretty resilient family and generally don’t have particularly high expectations when we travel, so it takes quite a lot for us to feel strongly enough to leave a holiday early. We had originally booked a two-week stay, but after eight days we decided to check out and move to another hotel. The difference was night and day: the second hotel was far more welcoming, attentive and genuinely family-oriented.

If you’re looking for an adult-focused holiday with childcare available, this hotel may suit you. But if you’re expecting a five-star family experience, with good service and quality entertainment that you can enjoy together as a family, I would strongly recommend looking elsewhere.

I also wouldn’t put too much weight on any polished management response to this review. This reflects our genuine experience over eight days, and ultimately we felt strongly enough about it to cut our stay short and move hotels.

I get what you mean — you know they can’t completely control the wildlife, but guests should still be able to sit poolside, eat, and relax without animals jumping onto the tables or getting into their belongings. I’d work it in like this:

The property itself is nice, but the rooms are a little outdated and could use some upgrades. Overall, we had some good moments, but if I’m being honest, I probably would not return.

My biggest issue was the coatis. I understand they are wildlife and there is only so much the resort can do, but there has to be a better way to manage them around the pool and dining areas. You should be able to sit poolside, enjoy your food, and relax without an animal jumping onto your table, going after your food, or getting into your belongings. They were constantly around, and it honestly made it difficult for me to relax and enjoy the vacation.

For an all-inclusive resort, I also didn’t always feel like everything was actually included. Things like matcha and ceviche were an additional charge, which was disappointing.

Some of the restaurants were extremely hot, especially the hibachi restaurant. Even the servers looked uncomfortable and were sweating. I actually felt bad for them. The resort should consider better cooling in these areas or at least lighter, more breathable uniforms for the staff.

The spa could also use an upgrade. I had a massage that was okay, but definitely not worth the price.

The standout of our stay was Rachel, the poolside waitress at The Lunch Box. She was amazing—attentive, friendly, and always checking on us. Every server at the resort should be as attentive as she was. She truly made a difference in our experience.

Overall, it’s a nice property, but between the animals, extra charges, uncomfortable heat in some areas, and inconsistent service, I don’t think I would choose to return.