Hotel Overview
Location
Riviera Maya - BeachProperty Information
{{title}}
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.
SPRING BREAK POLICY - Bookings traveling in the months of March and April will be subject to the following conditions:
- The minimum age requirement for check-in is 18. One parent or chaperone at least 25 years of age will be required per room for check-in.
- In the event that any guests engage in inappropriate behavior or cause physical damages to the facilities, the Hotel Management reserves the right to expel the said guest without reimbursement or refund of the remaining nights.
SPRING BREAK GROUPS POLICY - Students/youth are considered between 16 and 23 years of age. In addition to the Spring Break Policy for all bookings traveling March-April, Groups shall adhere to the following conditions:
- Any student/youth group must be pre-approved and will be reviewed on a case-by-case basis.
- Upon check-in, each group will be required to leave a refundable cash deposit per room for any charges or damages that might be incurred during the stay.
Effective - 11/01/2019
SPRING BREAK POLICY - The resort is a family oriented environment and thus has implemented the following policy for Spring Breakers reservations. The valid period is March 1st, 2020 to April 30th, 2020. Spring Breakers are defined as Students/youth
between 16 and 23 years of age.
- One parent or chaperone at least 25 years of age will be required per room for check-in. Adults accompanying are responsible for the students’ behavior.
- In the event that any guest(s) engage in inappropriate behavior disrespecting Hotel staff and/or other guests or causing physical damages to the facilities, the Hotel Management reserves the right to expel the guest(s) without reimbursement or refund of
the remaining nights.
SPRING BREAK POLICY - The resort is a family oriented environment and thus has implemented the following policy for Spring Breakers reservations. The valid period is March 1st, 2021 to April 30th, 2021. Spring Breakers are defined as Students/youth between 16 and 23 years of age.
- One parent or chaperone at least 25 years of age will be required per room for check-in. Adults accompanying are responsible for the students’ behavior.
- In the event that any guest(s) engage in inappropriate behavior disrespecting Hotel staff and/or other guests or causing physical damages to the facilities, the Hotel Management reserves the right to expel the guest(s) without reimbursement or refund of
the remaining nights.
***Important Information For Our Guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
8544 reviews
-
Sep 29, 2024Great for a Family with a Toddler
We had a great time at the Iberostar Paraiso Maya. My wife and I got married there in 2018, and we hadn't been back since. This time, we had our two-year old daughter with us. Everything was great and we loved a lot of the changes that had been made since being there in 2018 (e.g. water refills, water slides). Our daughter really loved the kids pool. The staff were incredibly kind and patient with our toddler, which made our trip even better. In particular, Fabiola at the Maya Starcafe was great with our daughter when we would go there in the morning for pastries. And Eddy the concierge in the Maya bar/restaurant area was also a big hit with our daughter.
-
Sep 23, 2024Family vacation
We are club members and we have always gone to Jamaica which we absolutely love. We decided to book The Maya and it was great. The guests is not as friendly as in Jamaica and we got some stares which was weird because we are not aliens.lol We stayed in building 64 which was perfect but was a walk to go dining but we didn’t mind because we are an active family. Our room was spacious and perfect for us. The food was ok but needs improvement. They need to be more creative as the buffet meals were repetitive. Some of the pastries were stale which is disappointing. The servers are amazing and friendly and always make sure we were happy. The kids club is amazing and the staff is very professional and my daughter enjoyed it. The beach wasn’t great while we were there but we hang by the beach which was relaxing. The coatis are very annoying and I wish they weren’t all into the guests food and drinks. This was a big turn off for me. We will book another stay again soon and hopefully some things improve.
-
Sep 20, 2024STAY AWAY
After being an Iberostar customer and Cancun visitor for over 10 years, I was very disappointed in our stay at the Iberostar Paraiso Maya Suites and would highly recommend you steer clear. First of all, the staff (especially the front desk managers and specifically a staff member names Axel) are extremely rude. They called my family and I liars on multiple occasions and many of our concerns were met with eye rolls. The trip started off rocky due to our room selection. We had chosen an "upgraded tropical view room" that was close to the pool and on the corner. However, the room was very loud and very bright. With a 3 year old, we were hoping the staff would understand our need to change rooms and be accommodating. Not only did they do nothing, we were told "why would we change your room" and again met with more eye rolls. The staff continued to say "we will check for you and let you know" and then we were ignored. Other negative things about this resort: The Maya pool buffet was closed down due to maintenance. This eliminated convenient food options for the Maya suites. This was "annoying" because you have to walk so far to get to any kind of dining when staying where we stayed. The waterslides were shut down. My daughter was really sad. The lazy river provided no tubes. The shuttle system (which you need to get anywhere in such a large resort) was a joke and had no way to call for a ride. Bartenders were rude. Rooms were dirty and never actually cleaned. The mini bars were never restocked. From someone who travels to Cancun 2 times per year, I will never stay at this resort again and will most likely avoid Iberostars as well. They seem to be going downhill and for what we paid, a little bit of customer service is all we ask. You are in the business of hospitality. Also, dont book through the website. When you get there, your price will change and they will blame the exchange rate. Its crazy to me to have a confirmation for one price and then have to pay another upon arrival. But dont worry, there's nothing they can do about it.
-
Sep 19, 2024
5 Plus Stars
Totally 5 star in all aspects. The staff are all outrageously pleasant and helpful. The rooms are comfortable, beautiful and clean. The pools are accessible and just gorgeous with generous seating accomdations. Great swim up bar, relaxing lazy river and adult beverage stations are all around.The food! The food is excellent and plentiful. The gymn is great with tons of equipment and classes. It was very clean as well. The spa is everything a spa should be and much, much more. The activities are hopping and energetic and everyone was having fun. The beach is clean and good food and beverages are right there. I highly recommend this facility and I will be a repeat visitor.
-
Sep 13, 2024
Dirty dirty, got violently sick
I have been to Iberostar before and it was great. This time was a different story. We had 10 people with us. 8 adults 2 kids. Our room had bugs everywhere. Called the hotel they came and sprayed “non toxic chemicals” said they’d do the whole room. Ok, we left came back, bugs again!!! Went down to the lobby, they came again and little to find out they just use a can of raid! So they were spraying our room with raid only in one small area. 3rd day EVEN MORE BUGS!!!! Staff didn’t seem to care any time. Didn’t understand why we were upset. My family of four left VIOLENTLY sick. Throwing up, dizziness, headaches, diarrhea. We were with all 10 people 95% of the time. Only our room got sick. My son didn’t drink the water, ate hardly any meat and I didn’t eat anything the same as him. Staff was rude if you spoke English. We tipped often and last time that got you better service. This time they didn’t care. Our rooms were NOT cleaned daily. Fridge was NOT stocked daily. Coffee cups were not changed daily or given back after used. DIRTY DIRTY hotel. Others in our group complained that their rooms weren’t cleaned well or restocked either. They wouldn’t give us a map for the hotel. Kept saying use the app and the info on the app is NOT correct. Said places were not open when they were, not all restaurants listed. Anytime you asked for a ride they were rude. My father in law has a hurt leg and had to sit out a lot because we couldn’t get a ride. Don’t bother paying for Maya, you can’t get reservations anyways. We stayed 9/6/2024 to 9/11/2024 and arrived too late for reservations. Sales people lied to get you in their tour and said golf is $250 but we could get 5 for free. We paid for golf and it was only $130!!! Hotel seemed short staffed. There is no longer towels on the beach!! Towels are only in one spot. This resort is HUGE!! Such an inconvenience. The shows are pretty lame. Our A/C knocked so bad and in the other 4 rooms staying with us. Sounded like someone slamming a drawer every 30 seconds. They are “wave of change” and that means sacrificing cleanliness. Staff just didn’t seem to care. I spoke so highly of Iberostar I will NEVER stay here again!!!!
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.