TripAdvisor Traveler Rating

Will never stay at Iberostar resorts again. Booked a total of 24 nights (one oceanfront two regular) and it started out fine. Agreed to go to the short presentation to see the upgraded hotel (was three hours, not the promised 90 minutes), everyone was polite, no worries. Our kids showed up two days later, plus two grandkids aged 20 months and 4 years. Their shuttle was insanely delayed and was going to miss the final time of the buffet. I asked if I could take a small plate of fruit from the buffet for the kids to have since no other food opened until an hour past when they got there. Was flat out refused, and told the food was not allowed to leave the buffet. The kitchen manager said they could send chicken soup to the room, but would not ask the front desk person standing 5 feet away for the room number so it could be there waiting, so they wouldnt do that either. So the kids and grands who had been traveling now for 17 hours had to wait another hour and a half to go to the snack buffet once it opened again. And then we learned the buffet hostesses let patrons take fruit from the buffets all the time. I watched multiple people take food from the buffet areas. I had asked three times for an infant cot to be in the room for our kids with a baby, was assured it would be, but then they moved their room to the very top floor and didnt move the cot. Also, who moves a family with a 20 month old and a 4 year old to the top floor so they have to cart a stroller up 4 flights of stairs? When i told our concierge about it, I was told it was only a 4 star hotel and if we wanted better treatment we should have upgraded to a nicer level of Iberostar. What?!? It takes nothing to be a decent human. We then decided to go out of the resort to spend our money elsewhere, as we had already rented 5 cabanas for the 1st day of the kids arriving, and didnt think they really deserved any more money. One of the excursions was adult only, so our kids with grandchildren stayed behind and decided to use the kids club. The 20 month old got hand foot mouth disease, ended up seeing the doctor who sent them to a hospital in cancun instead of playa del carmen, saying it was faster. It wasnt, and also two hours of taxi ride for a baby covered in sores. Add on to that- rolling power blackouts for both regular rooms that affected the air conditioning, outlets that dont work, we requested an extension cord to use CPAP machines and was promised but never delivered (the girl who did not work at iberostar but booked our excursions lent us hers out of pity). The best part was the guys that drove the carts at the hotel. Super nice.

*****CAROLINA***** We travelled to this resort for my friend's birthday and from the moment we arrived into the lobby, Carolina received and welcomed us with so much enthusiasm and excitement and explained all that we needed to know for the duration of our stay. It was an amazing first impression, and the resort is SO CLEAN and the staff are so friendly, welcoming, and courteous.

Amazing vacation to remember and to repeat! Great, clean hotel with lots of different restaurants and bars (super food and drink selection). Clean pools and white-sanded beach easily supported the everday relax-programm together with a big variaty of entertainment and sports programm (Big shoutout to Jocelyn @ table tennis and shooting!). The service staff is very friendly, professionel and solution-orientated. We especially appreciated the Star Prestige Concierge Team (Omar and Angel - thanks a lot for alwys being available). Last but not least, big thank you to Alex for making our stay even more unforgetable!

Jonathan was a very kind and hard working towel man. Friendly beautiful smile.

Jonathan was so sweet and friendly. Great smile. So nice!