Jul 04, 2022
This was my first time at an Iberostar property. I’ve stayed at other 5 star properties and this one doesn’t live up to that standard in my opinion. First there were some very good things:
1. Pools were clean and spacious
2. Staff was very pleasant and helpful
3. The food at the restaurants and buffets were good- not amazing- but pretty good.
4. The beach area was very nice. They work very hard to keep up with the seaweed. It’s impossible to not have some as it’s constant. But those workers were out consistently and did their best!
Some ok things:
The rooms were spacious and clean. The only complaint was the shower had a very unpleasant smell. The showers could definitely use an update as there was some leaking from old cracked caulk and that smell was just very off putting. But the housekeeping service did a nice job with cleaning our rooms and re-stocking our fridge.
Now the areas that were disappointing:
1. Check-in. The worst check in experience I’ve ever had at one of these resorts. Almost an hour and 1/2. I will spare all the details but it was painful and our rooms weren’t even ready. Plus this resort is HUGE!! Most 5 stars have a person to take you and give a tour of the highlights or at least point you in the right direction of where to find things. Here - that didn’t happen. There is a large map in the front and an app but I didn’t find either to be very helpful.
2. Reservations for meals. What a pain. I tried to make reservations through the app. Turned out my reservation wasn’t put in the system so I was scrambling to make other arrangements for my group of 6. I spent more time having to worry about where to eat, what restaurant was open, making reservations when I should have been having fun ON MY VACATION
Overall, my family had a good time here - it’s a little too large and spread out for my personal liking and I just don’t think it matches up to other 5 star resorts. For those reasons I would not return.
Bad bad service , stay away from this hotel
Jul 04, 2022
Sadly I had couple bad experiences , both of them when I went and try to buy first a tequila shot , Rudy , the bar man , overcharged claiming their published list of prices , were not valid anymore and he could charge whatever he wanted , second bad experience happened when I bought again a bottle of premium tequila and on the checkout they charged for another bottle we never drank , sad to see how an over rated expensive hotel has this lack of control on staff and processes , paying this much for an event with international guests and end up with this , I do not recommend this hotel at all , please stay out of this hotel
Good Resort and location. Great service.
Jul 03, 2022
Good resort. Very friendly staff. Upon arrival Cesar and Alicia were very helpful. Special mention to Javier at tapatio restaurant both for breakfast and lunch. Best place to eat at when visiting. But Javier makes it even better with his very courteous attitude. Concierge at floor level from Nayelli was amazing for rooms at building 61. She cared about our situation and helped solve. Always with great attitude and customer support. Highly recommend Nayelli Concierge and Javier waiter. The one very negative thing was Rudy at main lobby bar (where they have a snake) he was rude to our friends. Very arrogant and treated everyone with disdain. He took a document away from our friend and threw it against the wall. No idea why when our friend was purchasing a high end Tequila clase Azul. Rudy is the type of person that ruins every good detail that the hotel management and staff worked hard to achieve. Other than Rudy we definitely recommend this location/resort. We have had a very enjoyable time. Good service as well from David and Jonny at pool bar.
Jul 03, 2022
We’ve been to several all-inclusive resorts, some for adults and many for families. We’ve been to Beaches Turks and Negril and honestly felt this resort was a very close second and blew them away in terms of financial value. I think our 7 days here cost about 2 days at Turks just a few months ago!
The quality of the beach is certainly one factor in the price however over half of our days had crystal clear water comparable to best Caribbean beaches. Best to assume the worst and hopefully get lucky with some nice water days. The restaurant selection and quality is great and our concierge did a wonderful job accommodating our family group of 15. If traveling with a large group, best to make your reservations as soon as you arrive and be flexible. We had the Pagoda buffet dinner one night and it was excellent. Fitness and Spa facilities are great. Bars are plentiful. There are special lunches prepared every day at the beach and pool between 1 and 2 that are worth the wait. Lots of snacks during the day at the beach as well.
The diving is really easy. They pick you right up on the beach and the spots are 10 minutes away. The golf course is pretty difficult and be sure to have lots of mosquito spray out there. In the resort, the mosquitoes are fine until the evening. Definitely try a Cenotes tour with W2M but be sure you are fit for it. It’s an adventure.
The resort goes out of its way to be environmentally friendly in terms of drinking water and use of plastics. It was nice to see a resort make it work so well. WiFi is excellent.
You will walk a lot at this resort. If that’s a problem, probably a good idea to find a smaller place. My only two complaints are the extremely warm temperatures in the pools and the quality of the evening entertainment.
The last thing I will say is that the service is five stars. The staff is so kind and friendly and go out of their way to greet you and make you feel welcome. Yes, they work for tips but I felt no difference in service whether I had dollars in my hand or not. Iberostar is a well run resort!
Jul 02, 2022
He was so helpful at El Rancho- steakhouse and our drinks were full the entire time and our food was super quick and he did an amazing job keeping up with all of our needs! we tried nearly everything and barley waited.