The Iberostar Quetzal resort is located along the sandy beaches and clear waters of the Yucatan Peninsula. Enjoy your day relaxing on the beach under the sun or in a variety of sporting activities available for all ages.
Rotten food, spoiled fish, dilapidated and dirty rooms, broken air conditioner, crowded beach, overheated pool, expensive extras despite allinclusive, noisy environment even at night, monotonous buffet, dirty bedding
Terrible experience at Iberostar Quetzal
Sep 10, 2023
Terrible experience. I planned this trip to go with my family (husband and two year old daughter).
When I made my reservation I specified that I needed a single bed because I had previously had a terrible experience in which my daughter fell, at the time of check in they told me that it depends on availability and that there was no option for that type of room unless they gave me on the third floor and leave my stroller in the first floor which of course was not an option.
We had no choice, so we take that room.
It was still early and they could not give us the room, we asked for a place to change our clothes and they gave us the option of the Hospitality Room. This place is a bathroom, dirty, without air conditioning and with very little space.
When we finally got our room we went to the pool and from there it was my surprise because it was dirty, the sunbeds were old and broken.
In the pool areas they have glass cups which is a danger because my husband cut his finger in the children's pool.
The lines to order something to drink are very long and you spend at least 40 minutes waiting.
There was no space, the water of the pools were dirty and with trash.
When I saw all this I inmediatly called the agency I had booked with to tell them that I had been there for an hour, I had not consumed anything and of course I did not want to spend my vacation in that place, they were very accessible and told me yes, I had to go up to the lobby to talk to the public relations manager to whom I explained everything that had happened and she immediately told me that there are no refunds, that they had to charge me a penalty, which it was crazy because I had not even been there for an hour and half.
I felt no empathy at all, I just felt that they wanted to get money out of me.
The only thing she offered me again was to give me the room on the third floor and he told me that it was the only option and that he could not do anything else for me.
I tried to explain to her that the place did not meet my expectations at all and that I did not want to spend my vacation there, again she told me that there are no refunds and to check with my agency.
My agency told me that I could gladly cancel but the hotel was charging them a penalty which was $275 for being there for one hour.
I share my experience with you because there are many more hotel options, with better service and much more beautiful and well cared for, and you won't be surprised and penalized like me.