Iberostar Selection Paraiso Maya Suites - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8670 reviews

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  Unfortunate Incident Ruined Otherwise Perfect Vacation

  Unfortunately I am leaving a one star review due to an incident that occurred on August 8th, 2025 while I was staying at the Iberostar hotel. A plushie monkey I have had since I was a kid was taken from my room while I was away at the beach with my family. We contacted security as soon as we realized it was missing and they checked my room shortly after. After searching the same places we searched, they asked questions and told us they would do everything possible. We believed they might have taken it when they took the sheets, not noticing it. We offered the person who cleaned our room a $50 reward in hopes it would make it back to us. Unfortunately 3 days later I left Iberostar without my childhood toy, and lots of tears. I’m disappointed that something so important was lost, and there was nothing I could have done to prevent it. Everything else in that room was replaceable except the monkey. It’s extremely heartbreaking to have said goodbye to something I would bring with me everywhere. We left our information with the front desk, hoping it will find its way home to me. I feel that there could have been more done, I felt lost and very confused on how something could just vanish so quickly. I feel like more responsibility could have been taken, and I understand it’s just a toy, but not to me. Losing something from your childhood is hard, and I left it in a place I thought was safe. We stayed at the Iberostar hotel from August 4th to the 11th, in room 6185. The monkey disappeared on Friday, August 8th. Another unfortunate event occurred on the last day after I tried to ask the concierge to check the lost and found on the computer system (which I had done twice a day for the last two days). She seemed upset that I had asked her for help, and didn’t understand what I was asking for. I asked to see someone who would be willing to take my information (address) so I could get the toy back, but she passive aggressively told me there was no one I could talk to, ex. a manager. After our conversation I asked what else I should do, to which she just snapped and pointed to her left without saying a word. I could tell she was upset. I was shocked. Someone who works in customer service would understand difficult customers, but I don’t believe I came off rude in any way. It’s unfortunate that I have to leave one star review, because the hotel itself was perfect. My family and I had an amazing vacation, and everyone else was very helpful. It’s just very saddening to have put my trust in an establishment, and have it be broken. I hope this will raise awareness to put irreplaceable things away while the room is being cleaned, even though it shouldn’t be necessary.

  Aug 11, 2025
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  Terrible experience with hotel doctor

  The resort was beautiful and our rooms were very comfortable. The hotel accommodated our request to move my parents room close to us etc. Unfortunately on day 2, I became very ill with food poisoning. We had health insurance and the hotel doctor came to our room. This was initially fine although she was extremely focused on payment from the onset. My husband called our insurance provider while she was in our hotel room to get everything rolling. She gave us the letter format that she wanted the insurance to use and we followed all of that. From day 2 through day 7, the doctor phoned relentlessly checking on our insurance. She then said that she’d given us the incorrect information to give to our health insurance. We contacted them and let them know. Canada Life assured us it was handled. She then attended our hotel room one night (in front of my son), stating that our departure would be delayed if our bill wasn’t paid. She was aggressive and unpleasant. I wasn’t well for the duration and the doctor phoned relentlessly and attended daily. We had proof of health insurance and coverage for the specific event. It was awful and ruined the experience we were so looking forward to. Additionally, a vacation club time share rep hounded and phoned my parent’s room the whole trip. I won’t go back. To be clear, had I not become ill, the experience would have been beautiful. Dealing with the hotel doctor ruined the trip on top of being ill, which can happen. My husband was concerned the entire trip that we would have an issue upon check out. We didn’t and our health insurance had dealt with everything.

  Aug 11, 2025
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  Perfect resort for a family celebration

  Our children gifted us with an all-family trip to Maya Suites in celebration of our 55th anniversary. Aside from the blisters on my feet, it was a perfect vacation! Maya is one of five resorts in this collection. We had access to all grounds, activities, pools, and restaurants with the exception of the adults only Joia. There is much to do and see for every interest and age. We were in five rooms in building 62, centrally located mid-way between lobby/restaurants and the beach (a 3-5 minute walk either way). Our rooms were large, beautiful, and very comfortable with a balcony facing tropical vegetation. The safe was big enough to hold all tablets and valuables. On the advice of others, we took Damp-rid, which was much needed. Once we figured out the shower tap, plenty of hot water. I regretted not having my own conditioner to tame the frizzies. La Marina breakfast buffet was outstanding, we ate there every morning. Lunch was Olivetti buffet, or burgers/tacos at the mall or near the pool or beach. Ximena, the food concierge, was always visible, asking guests for feedback on quality and service. We were able to get into the specialty restaurants of our choice, all of which were outstanding, especially the steak house and seafood restaurants. One day we arrived back from an excursion too tired to sit down to dinner, so opted for the Lindo buffet. That was our only dining disappointment. Our last dinner, at LaGeisha hibachi, was one of the highlights of the stay, with not only great food, but an unbelievable show by chef Geraldo. Because of the overwhelming influx of sargassum (which we knew in advance), we didn’t venture into the ocean aside from paddle boards and kayaks. Many of our group did morning yoga at the beach, and the teens always showed up for beach volleyball despite the 90+ degree heat. Some adults took advantage of the included hydrotherapy at the spa. The spa is located by the shopping mall, as is the gym, which the guys used everyday. The shopping mall is a clip from the rooms, if you have mobility issues wear comfortable shoes or call for transport. Our daughters reserved loungers for the duration, so we always had a central meeting spot (thank you Fernanda for getting us situated). Our “Bali bed island” was in the middle of the last pool, conveniently located near bathrooms, food, and ice cream! Much time was spent in that pool, with occasional visits to the lazy river, the water slides, and the foam party pool. Because of the extreme heat, the water was more tepid than refreshing, but that didn’t stop my husband and me from spending most of our time floating around in pool hammocks. Only one real complaint…. upon checking in, we asked for a map, which they did not provide. We arrived in the morning, several hours before the others. Rooms were not ready… not a problem…. but because we had never been before, and had no anchor point, we got hopelessly lost ( there aren’t any “you are here” signs/maps). After breakfast, and much meandering, we mostly hung out in the lobby awaiting the others’ arrivals. A personal observation…. We like to get to know the staff wherever we go. It was hard to do that, possibly because our stay was only six days. But also because there are so many options in every aspect of the offerings. Would we return? Absolutely, with our kids and grandkids. Probably not as two septuagenarians on our own. It took us a minute (everyday!) to get our bearings because the resort is massive. We are not foodies, do not drink much, and are early to bed types. On our own we probably wouldn’t take advantage of everything. After the families went home, we took a taxi to Ocean Coral and Turquesa, a small resort near Puerto Morelos, where we continued our celebration. The scale and atmosphere are more to our liking and, in the past eight years, we have returned there many times. While OCT is our go-to resort, Iberostar Maya Suites was much better suited to keeping all ages entertained and happy!

  Aug 10, 2025
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  Day One And Wishing We Picked Somewhere Else

  This has been our worst experience at a resort in Cancun yet. First it’s misleading that the resorts are “connected”. Frankly it’s just a complex that is super spread out and all using the same amenities. That what we expected. Our room is super far from the pool. They claim they have golf carts to assist but they just zip past you driving very fast without offering to stop. You cannot even see the ocean from our resort. Everything is a 10+ minute walk. Not enjoyable. The room is outdated and needs some work. Our pull out couch had stains. Didn’t have a headboard. Toilet barely flushed. Our view was just trees. The pool is outdated and needs some work. The food is terrible. Not what you expect for the price we paid. The lunch buffet had flies all over the food. Most of the food was just not edible. No room service menus in the room. Drinks are just as a bad. I cannot believe the number of drinks we just had to leave because you couldn’t drink them. They offer maybe 10 options and that’s it. Overall for my 16th trip to Cancun this resort has been the worst and it’s only day one. I am regretting selecting this one and would advise to pick somewhere else.

  Aug 10, 2025
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  Worst room service

  The resort is good, but we had wirst room service experience for my kids. They ordered food at 10:30 at night when there restaurants closed, the order went through. They wanted a hour, no food came, so we called front desk, they said it can take an hour sometimes, its on the way. We waited until 12:00, no food. We contacted main manager next day, and she apologized and said she was going to check what went wrong. We never recieved an answer, no other compensation for their mistake was given even as being Star Prestige member. I would not say at this location ever again

  Aug 07, 2025