TripAdvisor Traveler Rating

My experience at Iberostar Waves was really a dream came through. I had not taken a vacation in four years and I looked forward to doing so in an all inclusive, good food, comfortable bed, stimulating environment, with lots of water, hotel. I am still elated to have enjoyed my own country so much. A warm, friendly and courteous staff team in all areas, however, Romario was very outstanding. He did his job so well my family and I thought he was a senior member of staff, but we learned that he was recently recruited.

We recently stayed at Iberostar Waves Rose Hall Beach, and overall, we had a good vacation. The resort itself was beautiful, the rooms were nice, the food was really good, and there was plenty of entertainment to keep things fun. We also enjoyed the adult-only atmosphere and the overall vibe of the resort. Unfortunately, the biggest downside of our stay was the customer service. I would say approximately 80% of the staff we encountered were not very friendly or welcoming. Many seemed to have an attitude, making you feel as though you were bothering them simply by asking a question or requesting assistance. A friendly smile and welcoming attitude go a long way, especially at an all-inclusive resort where guests are there to relax and enjoy their vacation. One other thing I want to make future guests aware of: Be cautious of the ladies in the lobby who approach you about touring one of their other properties in exchange for incentives. We were specifically assured that it was NOT a timeshare presentation. However, after agreeing to attend the tour, it became very clear that it was, in fact, a timeshare sales presentation. When it came time to receive the incentives we were promised, we were given a hard time. There was also a noticeable change in attitude when we made it clear that we were not interested in purchasing anything. We explained that we were simply there to enjoy our vacation, but the sales pressure was very pushy and uncomfortable. Overall, the resort has a lot going for it. Great food, nice rooms, a fun atmosphere, and good entertainment. However, the lack of hospitality from much of the staff and the timeshare experience definitely took away from what could have been an even better stay. Would I recommend the resort? Yes, with a few reservations. Would I personally return? I’m honestly not sure. A beautiful resort can offer great food and entertainment, but the guest experience is just as important, and unfortunately, that was where this property fell short for us.

The hotel is only about 20 minutes from the airport which is nice and close. Hotel is very clean, room we had had great air conditioning, The food was good, it would have been nice if there were more à la cart options ,but what we had was good. I wasn’t impressed with the Japanese restaurant, which was the only one which required a reservation. Should be gluten free soy sauce available for people who have allergies. Check in and out was quick and easy. Loved the bracelet key. Made it super easy. I was very impressed with the cat sanctuary, and Jessica who runs it. Please go, take treats, food, meds, etc. They are doing a great service to the local cats. Special shout out to Jermaine from the entertainment team, what an engaging,happy guy! He sought us out and made us feel like family! He is an excellent person and Iberostar is very lucky to have him on their team.

**Extremely Disappointing Experience – Poor Customer Service at Iberostar** **Booking Details:** - **Original Resort:** Iberostar Waves Montego Bay – Premium Ocean View, Adults Only - **Checkin:** Wednesday, November 4, 2026 - **Check-out:** Sunday, November 8, 2026 - **Number of Guests:** 2 We booked a stay at **Iberostar Waves Montego Bay – Premium Ocean View, Adults Only**, expecting the adultsonly experience and amenities that we had specifically chosen and paid for. Upon arrival, we were informed that we would be upgraded to Iberostar Selection Suites. What we were not told was that this was the family friendly section of the resort.As a result, our experience was completely different from what we had originally booked and anticipated. One of the biggest disappointments was the lack of evening entertainment.After dinner, there was virtually nothing to do other than Bingo in a room full of children.This was certainly not the adults only vacation we had planned. On our last evening, we decided to take a walk over to the Waves property.We were immediately struck by how much nicer the atmosphere and overall environment were.While walking around, we spoke with a very friendly employee who took the time to explain the resort and informed us that we had been placed in the Family friendly section. She also explained that we should have been advised that, despite being accommodated at the Suites, we were entitled to use the amenities at Waves. **This information was never communicated to us during our stay!** Upon returning to the Suites, we contacted Guest Services, who arranged for us to speak with Tyra, a concierge representative at Waves. Unfortunately, this interaction made an already disappointing experience even worse. Tyra informed us that we had been moved to the Suites because we were booked as part of a party of 22. This was simply not true. We had our reservation readily available and showed it to the Guest Services representative to confirm that we had booked independently. Rather than acknowledging the misinformation or attempting to resolve the situation professionally, Tyra was dismissive, offered no apology whatsoever, and actually hung up the phone on me! **This is absolutely unacceptable customer service.** A resort should be transparent with its guests, particularly when making changes to the accommodations they have specifically booked. At the very least, guests should be informed of their options and the amenities available to them. What should have been an enjoyable adults-only vacation turned into a frustrating experience marked by poor communication, lack of transparency and extremely disappointing customer service. We are very disappointed with how this situation was handled and would seriously hesitate to book with the Iberostar chain again. I would also encourage future guests to carefully confirm exactly which property they are being booked into and what amenities they are entitled to access. **Iberostar, you need to do better.**

The atmosphere was absolutely amazing and Shaion was wonderful the way she was always so excited and bright to see us was truly heart warming along with the Junior and Odean at the pool bar made the day fun and were so easy to talk too and worked very hard to make customers laugh and happy !! Amanda as well is so sweet and wonderful !! I can name so many names that just made the atmosphere so fun and so exciting I cannot wait to come back and especially Stretch with entertainment just made it bright and so much more fun to dance, play games, and really enjoys getting to know people !! Such a very wonderful place and so comfortable ??