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Recent guest reviews

I love this place. All of the employees are the best! Sofia was our concierge/butler, and helped us with everything we needed, Carlos Valencia at the swim up bar at La Esmeralda was the best bartender I have ever seen. Every drink was delicious and he served every drink with a smile, even to the small kiddos ordering kiddy drinks. Just walking around the resort, everyone greets you with a smile. This place is top notch.

Excellent service by her at and Chef Alfredo Paz & Santos at Olio. She helped us with all of our Vegetarian needs and nothing was out of the question. Everything was perfect with our stay at Family Concierge. Our daughter also had a blast at the new water park with tons of slides! It was all an Awesome experience!

We were 3 families travelling together with 5 kids, and this resort is perfect for this kind of trip. If you are travelling without kids, I suggest to book on the adult side which is called La Perla. When you go on either side, you can access to the other side easily, except if you are on the La Esmeralda side and you want to go to La Perla with kids, they won't let you. Service of any kind was perfect and fast. The staff were all very dedicated, everyone is very good with kids. Special mention to Flor Martinez, which is a Guest service agent, that I had been in contact with prior to our departure because I had requested to have our 3 bedrooms closed to each others. He made this happen, and he also offered to make for us the dinner reservations for the entire week! The rooms were great, very clean. On the beach, the sand is perfect without sea weeds, but in the water there are, but it's not under their's a problem that all hotels in Playa Del Carmen have to deal with. They built an awesome water park earlier this year, and wow, lots of fun for the kids, and the parents!! The A La Carte restaurants are serving amazing food, and it is diversified. I recommend to have most of your dinners in these restaurants instead of the buffet. I also have to say that the choice at the buffet (Naos) is very wide. You won't be disappointed if you eat there.

We had a fantastic time at Paradisus Esmeralda for our sisters 40th birthday. A special thank you to our family concierge Jonathan. He got to know us and took it upon himself to make our stay extraordinary.

We just got home from Paradisus Esmeralda as a family of 4 with 2 kids aged 7 & 9. We booked a 1 Bedroom Suite with Family Concierge. The outside area of the main lobby is beautiful with lush gardens and several ponds where fish and turtles are eagerly awaiting to be fed. After visiting the main lobby we were taken to the Family Concierge Lobby where we were shown the self serve bar area, snacks and candy area for the kids! We were then taken to our room which overlooked the main pool on the second floor. To be honest we had a few minor issues with the room. First the mini bar wasn't cold, the door from the bedroom to the balcony didn't open, the jacuzzi wouldn't drain and the safe wouldn't lock. A quick call to the front desk and the issues were dealt with in a timely manner so for that we were thankful just wish the issues didn't exist at all. We spent the majority of our days pool hopping from the main pool to the pirate ship pool, then to the waterpark, family concierge pool and lastly the beach. We enjoyed the different atmosphere at each pool and meeting new people. We did find a bug in the main pool at the swim up bar that nearly crawled on me but luckily my daughter saw it and I was able to swim away lol. My husband said it looked like a cockroach but I'm not sure as I don't know if they can swim (it moved fast!). I found the exterior of the buildings are in need of a refurbishment. There were lots of areas where paint was chipping, concrete was chipped off the walls and even the mirrors in the elevators were all rusty. I will say though that the landscaping is absolutely stunning! It was very lush, well manicured and everywhere you look around the pools was simply gorgeous. The food was some of the best we have had at an all inclusive even though the buffet was very small and left something to be desired, the a la cartes more than made up for the small buffet. No one in our party got sick and for that I am thankful. Drinks were always flowing and we found no complaints with the alcohol. Service also very good, no complaints with the service at all. We also lucked out with the beach and had no seaweed while we were there. The water is murky to go swimming so don't expect turquoise water but if you know that ahead of time you won't be disappointed. The sand was soft and clean and our kids had fun playing near the shore. Overall we would go back if we were able to get a good deal.

My elderly parents, husband, 9 yr old daughter and I enjoyed a five night stay at Family Concierge Paradisus La Esmeralda. We were immediately impressed by the cleanliness and crisp uniforms used by the staff. We were always greeted so warmly by all the employees and were helped in any way they could. Our Butler, Cesar Zubire, was a wonderful daily part of our day. Whether it was making (or changing) reservations, answering a ton of questions, leaving delightful surprises for my daughter in our room to be found at the end of the day, giving us a daily schedule or just checking in with us, he made us feel well taken care of. We were already making plans to return before we left. Food was very good, especially if you enjoy sea food & cultural cuisine. This is more of a pool resort vs beach resort although it is located on a beach, seaweed make swimming conditions less than ideal. Families will love water park area, as well as, the private pool and Olio restaurant for family concierge guests.

We have visited a number of Meliá properties over the years and this is one of the best. Great service, food and drinks. Love the restaurants on the property. We stayed on the adults only side so it was quiet and enjoyable. The seaweed on the beach is the only issue. However the hotel staff do a great job to keep the beach as clean as possible.

This is a review of stay in First week of October 2019. I am comparing this hotel to other Melia hotels, as i have experienced. Check in/ Room Allocation - 2/5 Extremely poor service when it comes to this. More up selling going on, than caring for the customer. Booked as a Family of 7 for 2 rooms. How is it that the rooms arranged are 5 min walking distance from each other. When inquired, they lied that the room arranged closer did not have 2 queen beds. when we stated that it was ok, all of a sudden the rooms were not available. Not expecting something like this from a so called 5 star restaurant. Food - 3/5 Mediocre food selection. Restaurants were ok, but nothing extra ( taste wise). All food either seemed bland or tasteless. Activites - 3/5 Not much going on and kids zone was more like a babysitting area . Room - 5/5 Room space and amenities in room remained excellent just like other Melia chains. Housekeeping / Cleanliness - 5/5 Top notch housekeeping service and ground cleanliness. Much better than any toher Melia hotel i have stayed in. Kudos to that department.

We had a great time at Paradisus Playa De Carmen. Kids loved going to the pilot ship Pool and water park. The food and service were amazing!! Shout out teo; Alan Ramirez from Activities for providing pool activities and great music; Hiram Gomez/ Fernano Gilberto from Naos for the great service. We will definitely go back there again with more bugs spray / mosquitoes repellent.

My family (2 adults and 2 kids- 4 and 8) traveled with another family , similar ages. We had a wonderful 6 days!! Every staff member, including our family concierge Sofia, were absolutely amazing. The food at olio for lunch was one of our favorites and the market was a wonderful dinner choice!

5th Av.. Corner of Calle 112 Playa del Carmen QROO

Hotel highlights

  • Walking distance to Quinta Avenida and Punta Esmeralda Beach
  • Free buffet breakfast
  • Free WiFi in rooms and public areas
  • Free parking

Located in Luis Donaldo Colosio, Family Concierge at Paradisus Esmeralda - All Inclusive is adjacent to Quinta Avenida and within a 10-minute walk of other popular attractions like Punta Esmeralda Beach. This 4.5-star property welcomes guests with 120 rooms and conveniences like a full-service spa, an outdoor pool, and free in-room WiFi.


Free buffet breakfast is included with your stay and awaits you each morning from 6 AM to 11 AM. There are ample dining options with 14 onsite restaurants, including Vento, which specializes in Mediterranean cuisine. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/café.


Family Concierge at Paradisus Esmeralda - All Inclusive's 120 rooms are air-conditioned and provide free minibar items, furnished balconies, and iPod docks. Guests can expect to find free WiFi and 40-inch plasma TVs with cable channels and DVD players. Beds are dressed in Egyptian cotton sheets and pillow menus, and bathrooms offer rainfall showers, hair dryers, and free toiletries. Espresso makers, free bottled water, and safes are also available.

Property features

Family Concierge at Paradisus Esmeralda - All Inclusive features a full-service spa, an outdoor pool, and a children's pool. You can take advantage of free parking, along with an airport shuttle for a fee. The front desk has multilingual staff on hand 24/7 to help with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this all-inclusive property include a health club, free WiFi in public areas, and conference space.

Room options

Family Concierge 1 Bedroom Master Suite

King 1 | Sleeps 4

Family Concierge 1 Bedroom Suite

Full 2 | Sleeps 5

Family Concierge 1 Bedroom Master Suite Swim up

King 1 | Sleeps 4

Family Concierge 1 Bedroom Suite Swim up

Full 2 | Sleeps 5

Reviews from Trip Advisor

Trip Advisor aggregated rating

89.0% of guests recommend this hotel

Total of 10829 reviews

Family Concierge at Paradisus Esmeralda - All Inclusive

5th Av.. Corner of Calle 112, Playa del Carmen, QROO 77710
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