TripAdvisor Traveler Rating

I am writing to express my disappointment with the customer service I received from IHG and Iberostar regarding my reservation. My concern is not with the hotel itself, but with how IHG and Iberostar handled my request. I contacted IHG in good faith to resolve a pricing issue and was hoping for reasonable customer service. Instead, I was met with inflexible policies and no willingness to work toward a fair solution. I expected IHG to value customer loyalty and make a genuine effort to resolve the situation. I am simply requesting one of two reasonable resolutions: * Honor the rate that was available so I can keep my reservation, or * Allow me to cancel my reservation without penalty so I can rebook at the lower available rate. Neither option is unreasonable, yet I was told neither could be accommodated. This experience has left me frustrated and disappointed with IHG’s commitment to customer satisfaction. I hope IHG reviews this matter and empowers its customer service team to resolve situations like this fairly. I would appreciate a response from someone with the authority to honor the lower rate or waive the cancellation penalty so I can rebook. Doing so would restore my confidence in IHG and demonstrate that the company stands behind its commitment to customer service.

It was a great experience all along!

We had a fantastic time. We loved the pools, food, and the Star Camp was amazing for the kids.

We stayed at Iberostar Lindo in April. It’s a beautiful resort, and having a water park was a major plus. It’s a highly recommended resort, but Iberostar could definitely up their game. Additional activities like mini-golf cost extra and are located far away; it would be nice if these were closer to the main resort and included for free. We also didn't particularly like the enclosed restaurants at Lindo, so we went to the much nicer, open-space dining options in the adjacent resort instead. While the food quality was generally good (especially considering it’s a buffet), the ice cream and juice options could be improved. Additionally, the entertainment—both by the pool during the day and at the theater in the evening—was a bit underwhelming and could use an upgrade. While the resort excels with its pools and water park, we really missed having a nature park, which is something you tend to find more often in resorts closer to Playa del Carmen."

Our family was disappointed with our stay at Iberostar Selection Paraíso Lindo. While the resort grounds are beautiful and exceptionally well maintained, and the entertainment staff were by far the highlight of our trip, several aspects of our experience fell short. The customer service was disappointing. When our two-year-old became sick, we felt the staff offered little support or guidance during an already stressful situation. The rooms were also much smaller than expected for a family, and there are very few indoor spaces to relax if you want a break from the heat or rain. The beach was not swimmable during our stay because of the seaweed, which we understand is beyond the resort's control, but it significantly impacted our vacation. We were also dissatisfied with the buffet, both because of the food quality and what we felt were poor food-handling practices. The shopping mall on the property was much smaller and less impressive than advertised. Overall, the beautiful grounds and outstanding entertainment team could not make up for the disappointing service, lack of support when our son became ill, underwhelming dining experience, small rooms, limited indoor gathering spaces, and disappointing shopping area. While we enjoyed visiting the Riviera Maya, we would choose a different resort on a future trip.