Our Disappointing Family Stay at Paradisus Playa del Carmen Water Park Closed the Entire Time
We stayed at Paradisus Playa del Carmen from September 6–11, 2026, with our family. The resort is beautiful and many staff members were pleasant, but two unresolved issues left us disappointed.
The water park was closed for our entire stay
The water park was one of the main reasons we chose this resort, especially because we were traveling with children. It was completely closed for all five nights, and we received no advance notice before arrival. Had we known, we would have seriously reconsidered booking this property.
We raised the issue with the resort and escalated it to its Insights Services team. They offered a complimentary Swim-Up room upgrade and Family Concierge access, which we appreciated, but neither replaced the water park experience our children had been looking forward to. Despite multiple attempts to resolve the issue, the resort refused monetary compensation.
The resort later claimed that information about the closure had been communicated to the travel distribution channel (Costco) before our stay. However, we never received that information. I have asked the resort to clarify exactly when and how the notice was sent.
Sunglasses missing from our room
A pair of Prada sunglasses went missing from our room. We reported it, and the resort conducted an internal review, but it could not establish what happened and declined reimbursement. This issue remains unresolved.
We are now pursuing the water park complaint through Costco Travel and our credit card issuer.
Advice to other families:
If the water park is an important reason for booking this resort, get written confirmation of its operating status for your travel dates before you commit.
Has anyone else stayed here recently or dealt with a similar amenity-closure complaint, especially after booking through Costco Travel? I’d appreciate hearing about your experience.