Very nice place with good service . Polite staff . Very clean. Good food.
All areas were kept clean and organized. Variety of food and drinks. Pools were clean beach is very close and p pole had their wedding there which was nice to see.
Overal had very good experience
Oct 22, 2021
There is no excuse for the lack of customer service and regard for the well being of customers at Iberostar. Hotel refused to be accountable for minor and major mishaps. Cleaning man walked in on myself and a friend without knocking or announcing himself, whilst we were completely naked. Both myself and my companion took a covid test two days prior to departure early in the am. We were informed we would receive the results same day by 5:30pm . Thank goodness we did not wait until the day before we were scheduled to leave to take a test, as we only received the results for one person that evening. By the time 5:30pm arrived, I proceeded to inquire about the other test result at the testing center, however they were closed. I then inquired about the other test thru email and received no response. In addition the test result we did receive had incorrect personal identification information which caused issues with the airline. Taxis provided by the hotel are unreliable. Staff is nice but will pretend they do not understand you when there is an issue that needs to be resolved. Grounds are nice. Service is bad. Rooms are subpar at best. The cover for one of the light switches was falling off, refrigerator didn’t get cold, mini-bar consisted of two Dos Equis and a few sodas, air condition wasn’t working correctly, and we couldn’t even keep the balcony door open because people were constantly smoking in non-smoking rooms. To add to that we got into a car wreck in one of the hotel taxis on the first night and weren’t even offered Advil to relieve the severe whiplash and facial bruising that we encountered. To make things worst the hotel staff and management was privy to all of these issues and did absolutely nothing to improve our stay or compensate us for a ruined vacation in any form or fashion. This review sounds outrageous but this horror story is indeed not made up. All in all avoid this hotel at all costs, unless you desire to have the worst vacation of your life.
Oct 21, 2021
Great hotel and resort! I give it 5 stars because the food is truly good and the staff is friendly and professional. No actual complaints!
Variety of activities, sports, pools and spots make the whole difference.
Special congrats to entertainmemt staff such as Hector! Cheers !
Hope for the Best. Hot disappointment
Oct 18, 2021
Beautiful property. We booked the presidential suite and we’re looking for a great week away.
The reservation was messed up from the start. We booked for 4 adults and 3 kids. Two days before we arrive they reconfirmed 2 adults and 1 child and 2 babies. Not sure what happened with the other 2 adults. After 2 days of phone calls with no one to answer. we decided maybe we could fix it in person. But sadly no. When we arrived David at the desk was unable to correct it or get anyone above him to come to the lobby.
After an hour I paid the higher fee just to get in the room.
But the room was fantastic. 3000 sq ft. Large nicely decorated.
But when we started to shower there was no NO WATER. What???? No water on the 9th floor. There is one AC unit each for the 2 bedrooms and 1 unit for the common area. One side the AC didn’t work at all. So we have finally been in the room for an hour and one side is hot and neither have water. Call the desk and no response.
After a while I go downstairs and try to get the hotel manager to talk to. No luck.
Finally Miguel the assistant to someone tried to help. Rallied the troops and the found a water pump not working and tried to repair the A/C.
Remember this is the Presidential Suite.
It seems like there is a lack of maintenance on everything.
Then we open the refrigerator and it has a glass partially full of water frozen in the freezer missed by housekeeping. But the bottom drawer of the freezer is frozen in place. Again housekeeping missed it.
So within the first 2 hours at the property they have messed up our reservation, put us in a room that had no water, 1 AC unit not working correctly.
So on Wednesday they worked on the AC and water. Neither one was fixed. On Thursday they worked on the AC and the water. We did get some hot water part of the day. So progress no change on the AC. Again remember this is the best room in the property. The presidential suite.
On Saturday the water was hot and had full pressure. Today they were kind enough to tell me that the two rooms were using different thermostats and I was too STUPID to know how to turn the unit to Auto. But it was fixed because they turned it to auto. Now that means the other 4 days their own staff was to STUPID to know how to set it also. But the Saturday crew was the smartest of all and now it was fixed.
Sorry it was not fixed and there was still a 10 degree difference in the two rooms in the same suite.
So Miguel tried his best to correct the problems but the building needs maintenance that couldn’t be preformed today.
If you interested in good service and we’ll maintained property this is not the place for you.
And the bad thing is I ask for the manager the first day and never has the manager reached out to me.
I am again asking on Monday for the manager. Who know if that person will respond
A MUST STAY IN CANCUN
Oct 17, 2021
we had a great experience! the food was excellent, our view was great and the staff was extremely friendly! the vanilla lattes were 10/10! jackie at the gym was extra helpful and excellent service! the bartenders josue and jaime were great! julio at the steakhouse was extremely nice as well! i highly recommend !