Family Concierge at Paradisus La Esmeralda - 77710 Playa del Carmen

This was our second stay at Family Concierge Paradisus Playa del Carmen. We had a great stay last year and did again this year. The facilities are impeccable, the food fantastic, and the service extraordinary. My husband and I love this place for the food. It is better than any all-inclusive, and on par with any four-star restaurant in any big city. We ate at an a la carte restaurant every night but one, and it is just outstanding. I love the lunch options, like the super fresh seafood tostadas and tacos at Olio, and the amazing sea bass with risotto at The Grill. The buffet is well stocked, too, and the Mexican night fresh taco bar was just delicious. Our favorite restaurants are Fuego (Latin fusion/Peruvian cuisine) and La Palapa (French/International). Some servers and bartenders to highlight were Luis, Francisco, Elizandro, and Marcus. Our kids love it for the amenities and the Kids Zone activities/staff (and so do we; this part pays for itself in our book!) The new water park is just fantastic: five different water slides perfect for 4-10 year olds, a big splash structure, and the water was heated!! Plus the workers on the slides had so much fun interacting with the kids, having water fights, etc. The activities staff is always so enthusiastic! Santos, David, and Angel always keep things upbeat. The Kids Zone employees truly love their jobs and care about the kids. Angel, Paola and Linda stand out—they remembered my daughter from last year! Linda even texted me at dinner one night to make sure my daughter would be coming to the Kids Zone so she could be part of the Lion King production. Linda remembered that last year my daughter was very disappointed that she missed out on that opportunity. I was so touched and grateful that she wanted to give my daughter that experience. We saw many of the same staff as last year. Everyone is always friendly and helpful. They never make you feel bad about asking for anything. From start to finish the service works to make sure your stay is great. Even before we arrived I was communicating with Alan in the e-concierge department to book our restaurant reservations. He was able to get us everything we asked for! Our concierge Alberto was warm and helped make sure we had the towels and mini-bar items we preferred, and the kids always loved the little surprises in the rooms. All in all I highly recommend Family Concierge Paradisus for a great, enjoyable, stress-free and high-quality family vacation.

Stayed 2 weeks and we are sure to be back. Outstanding hotel and amenities. Staff are top notch, and everyone working at the OLIO restaurant are amazing to say the least (Miguel took care of us). Our concierge Jonathan was incredibly friendly and helpful.

Very nice staff. Extra charges for certain food, drink and butler services that are typically included at other resorts near or below this price range. Hard to get earlier dinner reservations due to lots of other families with young kids. Pretty hotel. Nice rooms. Be aware that Family Concierge is going to include extras in the room that are often pictured on travel sites. Location is about 45 minutes from Cancun. Order from menus when possible as the food is freshly prepared. Bana Fusion (Asian) was the best and most filling themed dinner experience we had. Used baby sitting services twice for 2 to 3 hours. About 2.5x more expensive per hour than a typical sitter would run you in the USA.

Excellent place for a family vacation - all inclusive

Really enjoyed this resort. Stayed in mid November 2020. Pools and ocean were cool but felt nice once you dive in. Customer service was top notch and restaurants were better than expected. The reserve pool was the only heated pool and was pleasant. The ship play area and the aqua park were nice, I would only caution that these are not necessarily for toddlers. While there are featureless toddler pools, the pirate ship and aqua park pools are about 3 to 4 foot deep. The beach was nice and calm and clear. Sand was nice soft white sand. Went out about 30 yards and still just shoulder deep. There are some fish. We did have one day with lots of sea weed but water cleared once you got out about 10 yards. Only con would be that resort is far north of playa del Carmen 5th Avenue tourist area. 20 minute walk or 200 MXD cab ride.

We've been here several times but this time it's quite impressive how clean things are, and how concerned the staff are for our health and safety. While we miss the activities, amenities in the room and liveliness of seeing all the guests, it's nice to have a more peaceful vacation. We love it here!

We really enjoyed our stay at this Melia resort. Our concierge Edgardo (in the reserve) was so attentive to our requests and he went above and beyond to make our anniversary memorable and special.

For an all-inclusive hotel, this was not a great experience at all. If we go back to Playa Del Carmen, this hotel will not be on the list for consideration. Reservations are required at all restaurants but the buffet and can take several days to get a reservation at a reasonable hour. But chances are high that several dinners will be at the buffet. Then there are add-ons at the restaurants - so technically this isn't all-inclusive. And not just talking fancy wines but entire meal options. I'd give this one star on the basis of the food options but trying to be fair and reasonable for the entire experience.