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Hotel overview
Standing majestically on the shores of Riviera Maya, no expense was spared in creating this all-inclusive playground reserved exclusively for adults. Experience the ultimate in luxury at the Conde Nast award-winning Iberostar Grand Paraiso. Here, personalized butler service fulfills every whim. Dining is unforgettable. A world-class spa melts the world away. And each suite is, in a word, spectacular. Stunning architecture, endless spoils, worlds of flavors and international delicacies await those fortunate enough to find themselves here.
Location
Riviera Maya - BeachProperty information
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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.
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 behaviour 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.
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.
Ratings & reviews
TripAdvisor traveler rating
10074 reviews
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Apr 16, 2025Staff Needs Guest Service Training
We read the reviews for JOIA in Travelocity prior to going and we had hesitation--primarily the reviews pertaining to the age of the hotel. When we arrived, we were not bothered by the age in the particular section where we stayed because it was so well maintained, the ocean view was amazing and JOIA is so big (the newer part of the hotel was excellent). Super important about this hotel: The cleaning, bar, restaurant and coffee barista staff were AMAZING. They worked so hard to ensure that we were taken care of and they treated with so much respect. Service is very important to us, and the reason why our stay was good is only because of this part of the staff. With this said, the negative aspect: The 'butlers' at the hotel had to be reminded to have our room cleaned; they weren't helpful with getting us restaurant reservations; they weren't knowledgeable about the other hotels within the complex. Our experience with this part of the staff was poor. We did not feel like we were getting 'above and beyond' service. Again, I want to stress that the cleaning staff for our room was excellent. Aside from this, nothing compares to the worst part of our stay---we went to the concierge to ask for information about the other hotels, to get an idea of how to navigate around the complex. We were given a map and tips about what to see, including the shopping area that has the best crepes. We were encouraged to get a better understanding of Iberostar by participating in what was essentially a time share breakfast. We made it clear that we wanted nothing to do with time shares. The young lady said it was no obligation to attend if we changed our minds. On the day that we were to attend the session, we received 3 urgent separate calls, which woke us up at 7:30am by a man who said we was calling to remind us of our appointment, My husband replied that we changed our mind and decided to not attend. He also told the man that he woke us up with the repeated calls. The response was "oh, this is REALLY BAD" followed by a phone hang up. This left us absolutely shocked. We didn't know what to make of the extreme rudeness and disrespect. I called the front desk and asked to speak with a manger, the person who answered ignored my request and asked me what I needed. I told him about the call and asked if we were going to be penalized. He sounded annoyed and asked if I just wanted to cancel the tour. I said that I did, and he said that was fine. The night prior to us leaving, we were sitting in the balcony area, enjoying our last evening on the beautiful ocean view. The phone once again started ringing over and over until we ran to pick up only to be told that our meeting time at the lobby was at 9am so that we can check out the next morning. I asked to be picked up at 9:15 because we wouldn't be picked up by our shuttle until 9:30. I was then scolded and told that we had to do a proper check out and he reluctantly agreed to 9:15. Again, very rude treatment. I felt like he was doing me a favor by allowing us to stay a few minutes later. To sum this up, we have zero issue with paying higher prices for hotel stays because we want above and beyond guest service. Our stay was not cheap by any means. Our experience by the above particular staff members left a lot to be desired.
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Apr 12, 2025Love it all
Miguel made a delicious dinner and a wonderful show woop woop! The rice was incredible and crispy we loved it so much!!!!i I need 200. Characters which is crazy but we have enjoye our stay here very much and we would love to return like the many couples we have met here
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Apr 05, 2025The Grand...not what it used to be but still a ncie place.
My wife and I have been repeat Iberostar customers for over 25 years staying at many Iberostar hotels including Dominican Republic, Cancun, Delmar Beach, Maya and Grand Paraiso. We stayed at the Maya many times with our chilren while watching the Grand being built! For about the last 15 years or so, (now empty nestors), we have been going 2 times a year to The Grand. Why? The employees. We have made many friends there and really feel like we are at home when we arrive. We always book the ocean front to floor and love it. However, lately we feel that we are not as appreciated as we have been in past stays. Little things like we used to get full complimentary bottles of wine in the room...now no longer. The wine tasting with Richard was always a treat...no longer. Coffee in the room - we always have to ask for more. The nice soap bars have been replaced by the cheap liquid soap pumps - useless. All told we have spent over 100k on Iberostar holidays... now we just expect less than we used to get and the perks are gone... sad really. At one time we were invited to a repeat guest party by the serinity pool which was a really nice way to that repeat customers....now all gone. But alas, this desination is still only 3 hours flight from Chicago so it is still a value to us
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Apr 05, 2025
Nice, but not 5 Star, won't be returning
My husband and I are a retired couple who have been to numerous beach resorts in Mexico, the Caribbean, Europe and Asia so we are seasoned travelers. The JOIA Paraiso is a nice resort but did not meet our expectations for a 5 star resort. Let me first say that the staff throughout the resort were very accomodating and friendly, always asking if we were enjoying our stay, if we needed anything and ready to provide a ride in a golf cart when we needed one. Rooms - We stayed in an oceanfront butler suite and we didn't feel like we received 5 star accomodations for what we were paying which was around $850 a night. The room was very well laid out and the furnishings very elegant, but some pieces were in need of a facelift. Same with the bathroom...counters, sinks and faucets tired looking. The bedding though was first class. We had several maintenance issues - the coffee maker had to be replaced once and then the replacement didn't work and had to be fixed. (We ordered coffee at 8:20am and it finally arrived at 9:50am!) The remote control had to be serviced twice, our keys stopped working on 2 separate occasions. The ice maker was broken and had to be serviced. The men's and women's steam rooms at the JOIA spa were out of service the entire 5 days. The spa staff did not even realize it until my husband and I told them. That's a lot of maintenance issues for such a short stay. We were a bit surprised we never saw our butler except for our first day and of course when we had to call with a maintenance issue. Pool - If you like shade at the pool as we do, this is not the place for you. There are no umbrellas, only cabanas with a lattice roof so the sun peaks in. The sides do have fabric which can be tied, but again more sun than not gets in. The pool area is pretty, but there is really no expansive view of the sea like in other resorts and no poolside place to have lunch with a view of the sea. The staff was very accomodating, always asking if we needed anything. Beach - It's a beautiful beach and there are ample thatched umbrellas and lounge chairs for total shade. The staff, like at the pool, was very accomodating, always asking if we needed anything. JOIA Spa - Again, the steam rooms were broken so we didn't spend much time at the spa. No treatments for us. The indoor pool was nice, the men's and women's lounges a bit tired looking. Main Spa - This was our go to place every day mainly to spend time at their beautiful indoor pool and their wet area with a co-ed steam room, hyrdotherapy hot and cold pools and unique showers. Unlike some resorts, at both spas, the pools and wet areas are complimentary which is very nice.
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Apr 04, 2025Time to move on!
Older, retired couple who have travelled to the Riviera Maya for over 20 years and have experience with over 30 resorts, nowadays staying mostly at luxury, high-end adults' only (most Secrets, Excellence, Atelier, etc) We travel to the area about 4 or 5 times a year. This was our 7th visit to Joia (nee Grand) and looks like it will be our last. Severely disappointed in the quality of the food, especially the a la carte dinners - during 5 nights, we did not enjoy a single one of them - one dish, tenderloin at Italian, was deemed very good by my hubby. OTOH, my chicken saltimbocca was one of the worst chicken dishes I've ever had - how could any chef with pride send out that cold, with slimy sauce, burnt prosciutto, and a piece of inedible chicken? Butter lettuce for a Caesar salad, when menu clearly stated, Romaine - minor, but not acceptable. Other dishes came out cold when meant to be hot, tough meat, bland - yuck! Service very slow at times. Dishes on the b/fast buffet cold, mislabeled. We were staying in a panoramic, oceanfront butler suite and at the pricepoint, (almost $1000 per night), felt we wasted our money! Shower still suffers from intermittent water temperature and we realized how small it actually is, as we had transferred from another "luxury" adult only with a huge, modern shower you could hold a party in! Also, why only one soap dish, one soap dispenser when two sinks? Not exactly high level luxury. Small annoyances, but really?? Wi-fi also dropped quite often. No enforcement of dress code (which has already been dumbed down) - tank tops on men in the buffet, even a man barefoot! For those of us who follow the code and expect it to be enforced, very annoying. No long single malt whisky offered at the lobby bar for us regular all-inclusive folks - seemingly, taken off the choice a couple of months ago (you can pay for it!!). Hubby not happy as that's his drink of choice - got the bad news at check-in when a drink was offered! Fruit and drinks cart removed from main pool (again in the recent past) - so much dumbing down of "luxury" amenities. We didn't use the pools, but the "towel game" was rampant at the main pool - not a single shaded area at 8 am; not many people, but lots of towels. Same at 10 am. There used to be "policing" of this practise, but that too seems to have been either discontinued or not enforced. Fortunately, we are totally beach people, and could find a palapa at most hours - 'though some of the padding needs replacing on the loungers. The staff are mostly still wonderful and willing to help - we appreciated our butlers managing to get us on the restaurants' wait lists at our preferred time, taking us on golf carts to the lobby and beyond, setting up housekeeping and turndown service times, mini-bar stocking and generally checking to see if all was ok. We were glad to see evening entertainment back in the air-conditioned theatre, but the level of performance wasn't very good, especially at the Latin show! Also, the app showed stuff that never happened or did not show stuff - as a result, some performances were very poorly attended. We have recommended Joia/Grand to many others over the years for its culinary experiences, drink quality, entertainment quality, standards of dress, but that wont be happening any more. Granted, it is a very nice, well-maintained property, but you can't eat and drink landscaping or buildings! Maybe we just hit a bad week, with almost full occupancy and they couldn't really cope being understaffed. However, for the pricepoint, they need to do better in the areas I highlighted. Too many new/er luxury resorts now, offering much better "bang for your buck", with more comfortable accommodations.