TripAdvisor Traveler Rating

Our experience at the American restaurant was overall amazing! The food was excellent and the service was great! The waiter was professional and he provided fun entertainment throughout dinner. The smoke bombs were the best! We all had a great time and we highly recommend!

Awesome food!! Service was amazing and the waiters/waitresses were so friendly!! Highly recommend! I got the burger, Mac n cheese, and French fries. Was warm and delicious. The server put on a great show and was super entertaining!! I will be back!

I'm truly disappointed with how my mother and aunt were treated during their stay at Iberostar. Despite arriving a day late due to their plane leaving without them, the staff tried to assign them the worst possible room. It was only after they showed proof of payment for a premium room with a nice view that the staff acknowledged their reservation. If I hadn't printed out the paperwork and shown them the room number, they might not have received the correct room at all. Additionally, my mother, a beneficiary of my membership, was denied all the membership perks. This was never mentioned when I made the reservation online and through a representative. It’s appalling that these last-minute surprises occur, especially when guests are already at the resort. The management staff gave nasty, unapproachable looks to both my mother and aunt throughout their stay. Even though my mother needed assistance with walking (she is disabled), the staff refused to help her with a golf cart, stating that none of the benefits applied to her (even though she and my aunt are both beneficiaries for Iberostar). She had to walk the entire resort on her own, and their room and bathroom were not cleaned for the last two days. This experience was extremely disappointing. When it's time to renew my membership, I certainly won't be doing so. This is not the way I expected my family to be treated. Iberostar Cancun management staff please do not state that a upgrade was given. I paid for that upgrade and have the receipts to prove it. Don't try to change the outline of how the management staff and situations really occurred. The Iberostar staff that was in charge of cleaning and food preparation was excellent I wont speak ill of any of them as they all did everything they could to accommodate my mother and aunt.

I have stayed in Iberostar in the Dominican Republic several times, so I figured that I would have the same great experience, I was sooo wrong. Pros- My concierge Jay was awesome. He consistently checked in and did his best to try and make our stay enjoyable. -The bartenders at the Star Prestige lounge and beach bar were very nice. -The room was very spacious. -The pool area was clean and enjoyable. Cons-DO NOT purchase the Star Prestige upgrade. The only place that you can get top shelf liquor is at the beach bar and in the lounge. It's cheaper to just reserve a cabana and if you want top shelf, buy a bottle at the airport. -They were doing construction in the two rooms next to us. At least a warning at check in would have been fine. We scheduled my infant granddaughter's naps for outside the room. -The room is outdated and the sofa had several stains. The sofa was also broken which rendered the sofa bed unusable. I requested a new sofa but they did not have any. They were able to bring a crib and a rollaway bed which now made the living area less spacious. -After being at the beach/pool for hours, my daughter/granddaughter came back to a room with no water. She informed the front desk and they advised that they would come out and that it was a problem with the entire hotel. No one ever came to check until housekeeping went to get someone, then amazingly the water was back on. They had to take a bath using bottled water because my granddaughter was soo itchy. I checked with the front desk when my husband and I returned from our atv excursion. The desk agent had no clue that there was a water outage and I also checked with some others who advised that their water never went out, so the whole hotel being out of water was a lie. Also, when we returned from the excursions, we had no hot water. Of course, I made the front desk aware and they advised that they would send someone right up. After waiting over 30 minutes I took a cold shower and went down. They offered two thirty minute massages for my concerns. -The food is either overcooked or bland. The steak restaurant had the best food. I will not be staying in this location again.

Michele Manzoni (concierge) was an absolute blessing. He exceeded expectations in not only our initial introduction to the resort, but throughout our stay. With both family and friends, we totaled nine people. Thank you so much for ensuring "everyone" had a wonderful time!