Our Disappointing Family Stay at Paradisus Playa del Carmen Water Park Closed the Entire Time

Paradisus Playa del Carmen Water Park Closure: A Family Stay Review and Cautionary Tips

During September 6–11, 2026, our family stayed at Paradisus Playa del Carmen. The resort itself is visually impressive, and many staff members were friendly and accommodating. However, two unresolved issues significantly affected our experience.

Water park closure throughout our stay
The water park was a major factor in choosing this resort for a family trip. Unfortunately, it was closed for all five nights of our visit, with no advance notice provided before arrival. If we had been aware of the closure, we would have reconsidered this booking. We attempted to address the issue with the resort, and it was escalated to the Insights Services team. While they offered a complimentary Swim-Up room upgrade and Family Concierge access, these compensations did not replace the anticipated water park experience for our children. Despite repeated efforts, the resort declined monetary compensation.

The resort later asserted that information about the closure had been communicated to the travel distribution channel (Costco) prior to our stay. However, we did not receive any notice. We have asked the resort to specify exactly when and how that notice was sent.

Missing sunglasses
A pair of Prada sunglasses disappeared from our room. After reporting the loss, the resort conducted an internal review but could not determine what happened and declined reimbursement. This issue remains unresolved.

What we’re doing now
We are pursuing the water park closure claim through Costco Travel and our credit card issuer.

Advice for families planning a similar trip
– If the water park or other key amenities are critical to your booking, obtain written confirmation of their operating status for your travel dates before finalizing your purchase.
– When booking through third-party channels or travel clubs (such as Costco Travel), request explicit documentation on any anticipated closures or schedule changes to avoid surprises.
– If you encounter a similar situation, document communications and consider escalating to the booking platform or your financial institution for resolution.

Readers, has anyone stayed at Paradisus Playa del Carmen recently or faced a similar amenity-closure issue after booking through Costco Travel? I’d value hearing about your experiences and any strategies that helped.