TripAdvisor Traveler Rating

Nice hotel, amazing people, but very big resort! My husband and I travelled mid-November for two weeks, with another couple. We are Iberostar Prestige Club members, so some of our review ties into that. Check-in was great. They were quick to welcome us to the Prestige Area, and we enjoyed a drink and snacks while Scarlett checked us in. She was very friendly and helpful, not just with check-in, but throughout our stay. Our room was great - we had a Junior Suite near the pool in building 11. Our welcome "gifts" and wine was in the room waiting when we arrived which was nice. The room was large, and the mini-fridge was stocked with a couple of beers, and some soft drinks. The bed was a bit hard for our liking, but that is just a personal preference. The food was generally good. I think our favorite a-la-carte was the Mediterranean which we enjoyed twice during our stay. The Mexican was just ok, as was the Japanese. We didn't enjoy the smokehouse at all - but again, more of a personal preference - just not the typical menu we enjoy (BBQ and no veggies). The buffet always had something we enjoyed, so we ate their the most. The line-up to have fresh eggs/omelet in the morning was often backed up with a large line-up though. The service in the buffet was really hit and miss too. Sometimes VERY good, and sometimes we couldn't even get anyone to bring us a coffee. We spent most days at the beach, in the prestige section and I think that is where we had the biggest complaint. We don't enjoy the towel game, and don't think it's right to hold chairs and beds. But, that is what is going on for sure and NO, they are NOT monitoring and moving things that are left. We were there everyday, and if you gave a big enough tip to the person "monitoring" the area and giving the towels out - he looks the other way. EVERYDAY we saw people (and yes, usually the same ones) hold multiple chairs/beds for only 2 people. And others couldn't find anywhere to sit. And the towels - some folks had up to 4 towels for ONE PERSON, and several days, we couldn't get even ONE towel because they ran out - no wonder!???!! We were super unhappy with this. We all pay big dollars for our memberships and our trips, and should all be able to enjoy equitably. I place blame on the members doing it, but also on the resort for allowing/encouraging the behavior. Very disappointing. The beach however was beautiful! Delfina - who is a server there was FABULOUS as well!!! Late afternoons we usually went to the pool, for a drink at the prestige bar there - which was great. Santiago and Carolina were FANTASTIC and are such an asset to the resort. They always had a smile, remembered what you drank, and engaged with everyone around. We were a bit frustrated by the "saving" of beds there too which for the most part, had NOBODY use them - just saved with a bunch of towels and floaties but......that's the game I guess. I want to give a HUGE should out to the team in the Star Prestige lounge who continually made efforts to make our stay special. In particular - Carlos - who went above and beyond - he is a GEM and Iberostar is lucky to have him. He helped us with towels when the beach ran out of them, made sure we had extra coffee in the room when we asked, did a special towel/flower decoration on the bed for my birthday and our anniversary which we celebrated during our stay. Thanks Carlos, so much - you are AMAZING. Shout-out to Shonny and Scarlett too - they are so sweet and helpful. The resort itself is huge, and it took us a while to find out way around. Personally we prefer smaller resorts, so will be heading back to Iberostar Cozumel next year. But, this resort has lots to do, evening activities, beautiful grounds, and fabulous wildlife - we even saw monkeys. The chamber maid service was inconsistent but, no major issues and the room was clean.

Great vacation just what we needed to recharge and get back to the real world. Loved everything and the various things to do at the hotel. Alberto our concierge in the Mar lobby was great help and very professional. Already thinking of returning.

The hotel was extremely nice and we had a great time with Regina. She made the check in process smooth and quick and anything we needed she was there to help.

Its a nice resort with a few caveats.. i want to point out that I was supposed to receive $800 in resort credits for spa’s, golfing,etc.. it ended up being about 32 $25 coupons totalling $800 which were absolutely useless. Shame on the resort for not being clear on this “bonus”. You will be stalked by sales reps trying to sell you time shares whether it is in the lobby, by the pool, the beach.. you name it. I made it clear to them I wasn’t interested but that didn’t stop them from multiple approaches.. Otherwise, food is good and pool is up to standard. Unfortunately, i wouldn't recommend the resort to anyone though

Thanks to our amazing ambassadors Carlos and Shonny for making our stay (first time in Mexico) memorable, exciting, and hassle free. They've coordinated our entire stay from transportations, restaurants and trips. We only had to show up on time. We will definitely be back.