IberoStar
Reviews and Complaints

My families room wasn't as promised during the booking process.I booked a ocean front junior suite but instead was given a pool view room with black mold and cockroaches. When I complained to the front desk that the tv and a/c wasn't working, it took them 6.5 hours later to come take a look. I explained to them that my son has asthma and his symptoms gets worst with the heat, we received no sympathy or urgency. The food tasted as if it was cooked the day before, with very limited selections. The staff was very unfriendly including front desk, Christoff. Due to the condition of the room, my family and I had to spend the night in the main lobby; of which, the front desk said they never saw us and no manager was called. When I finally talked to a manager, Ephraim Torres, he said no one told him what happened. I had to explain my situation to several different people over and over again. Mr. Torres is a snake. In front my face he expressed concern and sympathy; but then behind close doors told his manager that I shouldn't get a full refund. After many arguments, we got a refund minus one day. Ideally, I would like a full refund and some form of compensation for the emotional distress endured there. Even though they claim to be ALL inclusive, you have to PAY for certain alcohol choices. Half cup of rum punch gave me a headache, made me feel dizzy, shallow breathing, and was causing my blood pressure to drop (according to my Fitbit). My first assumption was that it was something in the rum punch because I had a rum punch at the airport earlier without those problems. I could only assume that Iberostar is using methanol in their alcohol. I was informed by someone that they overbook their rooms and give certain guest cheaper version of the rooms booked until complaints are made. It was a horrible start to an expensive 10 day vacation for four people, that was booked a year prior.

At 07:15 am on the morning of the 2nd October 2018 whilst walking from our bedroom (Room 231) to the restaurant for breakfast with my Husband I slipped on what I believe was a wet tiled floor. The result of this fall and subsequent impact I unfortunately experienced trauma and bruising to my left elbow and a comminuted fracture of the proximal humerus (Shoulder Region).

The wet floor may have been as a result of a spillage or due to the fact it had recently been cleaned, a point the hotel has subsequently denied quoting their "cleaning policy" stating that staff do not commence cleaning bedroom and corridor areas until after 08:00 am. However irrespective of the cause the hotel has a duty of care to ensure the floors are safe for guests.

Nevertheless I would dispute the hotel's position that the cleaners were not in the area fiercely, as the noise from my fall alerted 2 members of the cleaning staff that miraculously appeared out of nowhere within seconds. If they weren't in the vicinity carrying out their duties, why were they there?

Secondly when my Husband reported the incident to reception at approximately 07:35 am and requested the urgent attendance of a doctor, not a single member of staff came to investigate or inquire as to the nature of the injury I had sustained. There is a legal obligation for any hotel to immediately record and investigate incidents of this nature especially where guests are involved, but I can assure you that no accident report was completed or investigation made at the time. An obvious breakdown or failure to follow the most fundamental and critical of policies, yet the hotel is adamant that the staff had not cleaned the floor because they have a policy.

The doctor arrived at approximately 09:50am of the same day but no member of staff had made any enquiries in the intervening period. Following examination by the hotel's he felt that there was sufficient evidence of a more serious injury to warrant a hospital visit to carry out a radiographic examination and consultation with an orthopaedic surgeon.

The Doctor took us in his personal car to the Clinic Les Oliviers, Boulevard 14 Janvier 2011 in Sousse.
The clinic carried out the necessary x rays, followed by a consultation where treatment was administered. This treatment consisted of binding the arm for the purposes of immobilisation with a "Mayo Dressing" and the prescription of painkillers and muscle relaxants.

Following treatment I was able to return to the hotel at which time there appeared to be significantly more interest from the hotel management and staff, probably due to the fact that I was wearing a very conspicuous dressing and body brace which was very hard to ignore. However once again neither my husband or I were asked to provide information to complete an accident report.

On Saturday the 6th October 2018 I had to return to the clinic for further examination and the issuing of a "Autorisation De Voyage" to permit her departure on the following Tuesday.

Following my return to the hotel the staff were very sympathetic and attempted to make the second week of the holiday as comfortable as possible, however it in no way compensated for the pain and discomfort I endured. Following the incident we noted that it appeared common practice to clean floors without any visible signs of the potential hazard in many areas of the hotel, especially at times when few guests were present. The lack of signs indicating a potential slippery surface is a failure in the "duty of care" incumbent upon the hotel to protect its customers, although once again the hotel denies this happens.

Despite repeated attempts to engage the Iberostar Group they have refused to respond to any correspondence, I assume in the hope I will go away.

Rose Hall Beach is supposed to be a family resort. We just returned home from our vacation there. We had our 8 year old son. There were no kids activities and some of the adult pool activities were very racy and inappropriate.
I, also, slipped on the wet floor in the Buffet and fell and really hurt my knee. There was not anything saying the floor was wet! None of the employees helped me up. The other guests did. I paid $40 to see the nurse and she sent me to the hospital where I paid $1, 000. I got crutches and was told to stay off of my leg. I waisted 3 days of vacation. The resort did nothing. They didn't even ask if I was ok! I am very disappointed. I spoke with the the assistant manager, Efren Torres and sent him the video of the inappropriate dancing! He was very nice, but still no help. We spent a lot of money for this vacation and are disappointed. I will say that the food was very good and so was our room.

I was vacationing with my family in Cuba April 26-30th at Iberostar Seleccion Holguin, I slip in the shower and my toes got stock in the shower drain as a result I coudnt walk from that moment so we were picked up by one of the golf carts that they have on property to take me to the Doctor on property, no doctor was on site since they closed at 5:00pm ...he told us that he was going to do the report for us, no wheelchair, no crutches, no thing were available so my husband had to carry me around to the restaurants etc, we checked out on April 30th, wheelchair services were provide it at the airport, I arrived to FLL fl and carrier had a wheelchair waiting for me to transport me, when I finally arrived to my home in Orlando fl I had to be taken to the emergency clinic by my husband were doctor told us that I had a broken toe and 2 sprained toes, since then I contacted Iberostar Spain, Iberostar Holguin and none of them want to pay for my medical expenses etc, I have not been able to work, I may need surgery since my fracture has not healed. I just want everyone to be aware of resorts because is not easy to pay to relax with the family and then come home with injuries and Big Resorts Chains not wanting to take responsibilities . I need Iberostar to step up and take care of my situation .

We have booked a 4 star hotel vacation and sadly the room is not what we have paid for. There is no air conditioning in the room 3374 or 3375 (these are our rooms) we have complained to reception every day since being here but they do nothing. The air conditioning still does not work. Its ruining our sleep as the room is too hot. We paid for aircon in our room, selling something without providing it is illegal in the United kingdom so I will submit my complaint also to trading standards in the UK.

I last stayed at the property in 2009 and was amazed by the service, food, entertainment, and organization. The ten year challenge did not serve this property well at all. It has all gone downhill. Dow a very steep hill. It was so bad that we began looking for cameras to see if we were being Punked on a TV show.
The first issue came when we checked in. We were told part of the all inclusive experience was 24 room service at no extra charge. As soon as we got to the room we tried to order champagne to celebrate. But our request was denied because our room, "Did not qualify for 24 hour room service." We were shocked but assumed it was a mistake and would make deal with it later. When we went to open the complimentary "minibar" none was found. There is just a refrigerator with Red stripes, coke, tonic water, aloe juice and water. That is it. So we decided to venture out and enjoy the pool. While at the pool we ordered a drink from waitress who was walking around the pool chairs. When she returned she advised they were, "out of ice." This baffled us because how does a resort run out of ice in the pool area? We were told if we wanted ice we could take our cups all the way back inside the main dining room and then she would poor the drinks into the iced cups when we brought them back.
Moving to dinner that evening at the steakhouse it was an utter mess. We waited an hour and forty five minutes for our food. We has reservations at 8:30. We arrived on time and was promptly seated. But a server did not come over to us for 20 minutes. No water, bread, a "Hello"…nothing. Finally, a server comes over and asks if we have been helped. We let him know we have not. He goes off to find our server and then returns fifteen minutes later saying he is the server. He takes our order. From that moment we waited, and waited, and waited. We waited so long that after noticing couples at other tables SLEEPING at the table and going for long smoke breaks while waiting for their food that I decided to get up and go to the kitchen area were the steaks were being prepared to see what was the problem and offer to help serve other guests to get the food out. That is when one of the cooks told me they, "ran out of steak because the butcher left at 5:00 and only left enough steak for service until 7:00. So every time someone order a steak after 7 it had to be taken to another kitchen to be cut." ARE YOU KIDDING ME?! What type of foolishness is this? And who tells guests this? 25 minutes after advising that the situation was intolerable our food finally came out. The server apologized but also said they were short staffed and they were not enough people working. He shared that when he worked in the states a restaurant would never have three servers working an entire restaurant. While that is true that is not appropriate conversation for a guest to be involved in.
Now let's return to the room to discuss those issues. The cleaning at this property is MINIMAL! And it does carry a mildew odor. Now I live in Florida and understand open air lodging. I know the water and humid conditions can get trapped. But I also know that properties that care combat this by using a fragrance in the halls and cleaning with products that have a fresh scent not plain old water. Once you pass the main lobby or pool area the halls just smells. They are dank, poorly light, depressing, have wet floor signs everywhere, and are poorly decorated. The art on the walls is more of a plantation feel than a sunny, waterside paradise. Back to cleaning…they don't. The cleaning staff just moves dirty water around. No comet or other cleaning products are used on existing guest restrooms. I know this because on Sunday of our stay I watched the maid clean. Not one cleaning product was used. She just wiped down everything with one of our dirty towels. We were disgusted and used our own Clorox wipes in our own room. One day during our five day trip we asked for two extra face clothes and towels because the cleaning lady kept taking towels but would not replenish them. As a response we were told the, "resort ran out of clean towels, hand towels and face towels and they had no idea when they would be cleaned." When he knock on the door came hours later a man was standing outside with pillow cases and sheets. When asked why he told us, "housekeeping said you needed more linens." RIDICULOUS!
The next day we went to the lobby to share our trips issues up to that point. Kyzra heard them all and advised that I go to guest services. They were not helpful at all. They just made a lot of excuses. So I left and asked for a reservation at the sister property's Japanese restaurant. Kyzra made the reservation. At around 7:15 we got a call reminding us about the 9:00 reservation. At 8:30 when we call downstairs to find out where on the sister property the restaurant is we are told we do not have a reservation there. We hang up the phone and are baffled. Then we get a call back from the front desk saying we do have a reservation and they are not sure what happened. Once we get to the Japanese restaurant at 9:00 they say..."We don't have a reservation." The only reason they were able to accommodate us was because another couple had just canceled their reservation.
Our last night at the property the front desk calls and asks if we want our bags picked up at 4:15 am for our 4:30 departure. My travel partner says sure. After they hang up I tell them they are crazy for thinking they will pick up the bags on time and I will take my own. Sure enough on the morning of the 27th at 4:15 I grab my bags and head to the lobby because no one was at our room to pick up our bags. While checking out I asked the front desk associate why no one came to pick up our bags. Benton advised, "Oh, We don't have a note for a bag pick up for your room."
The entire experience was horrible! We saved for many months for this trip. And I am so upset that my hard earned money was wasted and no at the property seemed to care or help. No one tried to correct A THING! Kyzra and Benton were the only people who listened but they could not do anything. Guests services would not let me see a manager. All of the saving and working two over the last few months was nothing. This service was unacceptable. STAY AWAY FROM THIS PROPERTY AT ALL COSTS!

Salter-Woods

Nadia and Iva who work on reception are disgusting their attitudes whilst asking for help was atrocious do not recommend this hotel at all both staff laughing in my face and being rude whilst trying to sort an issue out. I suffer bad with mental health and anxiety and these two staff members made me worse when asking to make a complaint they wouldn't let me nor give me an email to make a formal complaint they was just very rude.i think it is very unprofessional the way the front of house staff members treated me and especially in such a high end hotel this behaviour shouldn't be accepted. In all fairness Nadia and iva shouldn't have a job after the way they behaved towards me today.

I have just returned from Hotel Daiquiri in Cayo Coco Cuba.
I want to give some feed back on this hotel
there was so much wasted plastics, plastic cups for all drinks, double cups if having coffee, paper napkins, foam party on beach, I wasn't reassured that this was environmentally friendly.
The hotel itself is very tired, we found eating in the buffet restaurant to be intolerable it was so hot and humid, the air conditioning was not working making this a really uncomfortable space, the chefs and waiters and waitresses had to suffer this every night, at least we could choose not to go in there. a few days before we left we did speak to the visiting general manager who advised that the air con had been broken for some months and were waiting for replacement parts to be signed off by the ministry of Cuba. but surprise the air con was magically back on.
the lobby bar continually running out of drinks each night.
we were on an all inclusive which is generally good value to us however on this 2 week holiday we don't feel this was good value.
the hotel needs a lot of work, we appreciate that it suffered from the hurricane a year previously, we couldn't fault the staff they were fantastic. but this was not the holiday we hoped for.

I booked this Hotel from 1-8 May 2019 and wish to complain about the mis-selling and poor service received by this Hotel. We checked in as normal and having stayed at an Iberostar previously was expecting a high standard but was very disappointed. On entering our room the light fell off and was informed that the prestige service was restricted due to budget. As you can imagine you pay a premium rate for a sub standard service due to budget. We witnessed the selling of upgrades to prestige stating your room is not ready but a prestige room is available for a cost. We met a couple of pensioners who were miss sold this upgrade. One night a waitress opened a bottle of wine over my shirt and it took me requesting that the hotel clean my shirt to get it cleaned to be advised that the Hotel management blamed me for the waitress spilling the wine over myself. Our mini bar which is included in the price has never been restocked and the management are very dismissive towards issues and have no regards to customer friendly service. After all my issues the Hotel just wave the problem under the mat and believe the customer is leaving so no longer a problem.

Upon arriving at the Iberostar Rose Hall Suites 4/11/19 and checking in we were asked if my wife or I had any food allergies. We informed them that my wife was allergic to tree nuts and they documented it. On our 2nd night we ate at the gourmet "Calabash" restaurant. The maitre d' noted before she sat us about someone in our party having a tree nut allergy and my wife acknowledged it was her. The same thing happened when the waiter greeted us at the table. When I ordered my appetizer I saw it contained a pesto so I asked the waiter if it contained pine nuts in case my wife wanted to try it. He found out from the kitchen that it contained no nuts. When my wife ordered the duck confit and started eating she offered me some and noted the cabbage was very good but it seemed like it had some dried fruit. When I tasted it I realized it contained walnuts! She didn't even know what a walnut tasted like since she's never been able to eat them. Also they were masked by the red cabbage. It wasn't noted anywhere on the menu that there were nuts in this dish! I immediately called the maitre d over as my wife started breaking out in hives and her throat got itchy. When I informed her of what happened I also told her I'd be right back as I ran to the room to get my wife's allergy medication. Upon returning I saw a man at the table whom I assumed was medical help but was told he was the PR representative for the resort. Imagine that, a medical emergency and the first person they call is PUBLIC RELATIONS?! Thank goodness after taking her pills my wife's condition settled down withing minutes but we were still scared to death and needless to say we didn't finish dinner. The PR guy assured me we'd be "taken care of" the rest of the trip and that he'd check the restaurants we had reservations for the rest of the week and make sure they noted the allergy. Two nights later we were eating at the Italian restaurant and again everyone noted the allergy but then for dessert my wife's selection came out with almonds on it! Was this place trying to kill her?! I mean come on, twice! Good thing we noticed this time and they replaced it for a dessert with no nuts. When we checked out I saw we were charged for our spa services and I told the front desk clerk that I think the least they should do is waive these charges. She explained to me that the spa is separate from the hotel. I said with what my wife and I went through the hotel should just pay the spa for the charges and she said I'm sorry I'll call the PR guy. The PR guy came and I said ok you're going to waive this right after twice your hotel almost killed my wife. I was told we're sorry but we can't do that. Our airport shuttle was waiting for us or there would have been a scene so I just told him I guess this is what online reviews are for and walked away. Is this how Iberostar runs there hotels? Not only were they negligent twice of poisoning my wife but then they did nothing about it to make it right. My next call is going to be my lawyer. I suggest everyone avoid this chain as they are nothing short of despicable!

To whom it may concern: please help us!

Below is the emails to [protected]@iberostar.com that have been sent per the request of the iberostar hotel we booked after calling 4 days in a row they gave us this email to submit our request. We have received no response or help. We have booked this hotel through amex travel agency & immediately after (less than 24 hours) we called to ask the assistance of the hotel to modify the dates and waive the penalty. They keep transferring to another department which just hangs up the phone or states that the reservation was not done with iberostar and that the agency has to make the change... The agency is trying to get through and make the change but no one on the other side is allowing it. We are not cancelling our stay we just simply want to modify our departure by one day earlier. The hotel seems to want to keep the fee of $300 a night & charge an extra $48 to modify this. Keep in mind we don't travel until september (4 months from now) and no one from iberostar is willing to help.

We are simply requesting a change by one day to depart on 7 of september not the 8th & email my agency below that you are accepting this modification without any penalties.

It has been over a week of daily phone calls & emails to your company & no one can guide us or help. What kind of company doesn't take pride in customer satisfaction?

I have never experienced this in all my years of travel. We request a simple change due to our flight leaving on the 7th not the 8th of september. Please assist us in getting this resolved once and for all.

Agency email transcript below:
Response by email (frances) (04/30/2019 10:04 am)
Hello, please be aware we are unable to change this in our system with out charging penalty fees. We would require you to change and update in your system allowing us to refund the one night nt being used only charging the virtual card issued for payment the 2 nights being used.

Dear guest services,

Please kindly allow us to modify the dates for our valued customer miss abiel garcia who is currently holding 05sep19-08sep19, and would like
To shorten the stay by one night to be 05sep19-07sep19.

The error was discovered within minutes of booking and we have tried to modify this reservation since 20apr19.
In view of the fact that it is for september, I would hope that you will modify this reservation and allow us to refund the third night
To our customer.

Awaiting your positive response, and appreciating your kind assistance, I remain

Sincerely yours in travel,
Ann h.
Service excellence supervisor
Expedia partnered with american express

Response by email (frances) (04/30/2019 09:50 am)
Hello, please be aware we are unable to change this in our system with out charging penalty fees. We would require you to change and update in your system allowing us to refund the one night nt being used only charging the virtual card issued for payment the 2 nights being used.

Dear guest services,

Please kindly allow us to modify the dates for our valued customer miss abiel garcia who is currently holding 05sep19-08sep19, and would like
To shorten the stay by one night to be 05sep19-07sep19.

The error was discovered within minutes of booking and we have tried to modify this reservation since 20apr19.
In view of the fact that it is for september, I would hope that you will modify this reservation and allow us to refund the third night
To our customer.

Awaiting your positive response, and appreciating your kind assistance, I remain

Sincerely yours in travel,
Ann h.
Service excellence supervisor
Expedia partnered with american express

Response by email (ann) (04/24/2019 08:45 am)
Dear guest services,

Please kindly allow us to modify the dates for our valued customer miss abiel garcia who is currently holding 05sep19-08sep19, and would like
To shorten the stay by one night to be 05sep19-07sep19.

The error was discovered within minutes of booking and we have tried to modify this reservation since 20apr19.
In view of the fact that it is for september, I would hope that you will modify this reservation and allow us to refund the third night
To our customer.

Awaiting your positive response, and appreciating your kind assistance, I remain

Sincerely yours in travel,
Ann h.
Service excellence supervisor
Expedia partnered with american express
Question reference # [protected]
Date created: 04/24/2019 08:45 am
Date last updated: 04/30/2019 10:04 am
Date modification for abiel garcia 05sep-07sep /new dates/ confirmation ex-[protected]-1204769 attn: manuel

Email sent 4/23/19
I have attempted for the past 3 days to call your hotel directly to make a simple change on the reservation - 3b79d4ce. I keep getting the run around and given other phone numbers to various departments and the hotel will not simply make the modification. I booked the hotel from 9/5- 9/8, however the flight I have leaves on 9/7 & as soon as I realized this (within a few hours that I reserved online) I called to make this modification. I've spoke to laszalo, antonio and a manager lady at the hotel. They state that it is not possible for them to make the modification and then transfer me to another place, then that place states its not able. When I call amex as a platinum member, they call your department and get declined. I don't understand how you can not waive the penalty for one day and make this simple modification. This needs to be resolved as all my travel plans are set & i'm pleading that someone in corporate have the empathy to assist in this simple error. Please contact me with a proper resolution. All I need is a simple email from your company stating you will proceed with lifting the penalty and then american express will modify my booking. Please email me response so I may forward this to my travel agency to make the modification. I truly appreciate you taking the time to assist & I hope to enjoy many more travels to your beautiful hotels.

This the email I sent to them 4 days ago. No acknowledgement, no response:

We stayed at Iberostar Berkeley Shore in Miami on the dates above.

When we arrived on the 18th, we were first told that there was no booking for us, even though we showed them the receipt for the booking and the booking number. Our agent had to call them and then they found it, so embarrassing!
They then said that there was only 1 room ready which was located on the first floor. We took the room. In the afternoon I was sitting in the room when my throats started to close up, my head started throbbing and I started to wheeze. I said to my husband that I was having an allergic reaction to something but wasn't sure what. I decided to leave the room. To my surprise when I opened the door, our door was taped up with caution tape, like a crime scene as was the entrance to the floor and they had spread the floor with solvent glue that had toxic fumes. I tried to get out as my symptoms were getting worse but shoes were sticking to the floor. I finally got out and went straight to reception desk, at this time my face was swollen. The receptionist looked at me and said 'oh my God' and after I explained she said that we should have never been put on that floor, that whole floor is locked off. I asked for another room and she said of course and apologised, then I went out and took and allergy pill to calm down. When I came back at 6 the manager said there were no rooms available and she was sorry but they would give us back our money and she apologised again. I said couldn't stay in that room so we stay at a friend's house until the early hours of the morning then came back showered and got ready to leave. The fumes had gone by then.
When I came to check out the receptionist (the same receptionist as before - a young girl with braces on her teeth - she was the one that allocated the room) said that we hadn't paid!
I said if we hadn't paid why would you give us the room? It was paid by our agent in the U.K. Please note that we had also stayed there on the 10, 11, 12 April 2019 and booked through the same agent. No problem.
The manager ended up coming down and yes they found it apologised and the payment would be reversed and we would get a full refund. She apologised again. I said that having such a discussion in reception was embarrassing. You embarrassed me when we came and now when we're leaving the same? The only Black couple in the hotel! It could have been handled much better. Also now on checking my bank account the payment has been taken again! No refund!
Since coming back I have been really ill and ended up in A&E today. The cause? The allergic reaction caused burns to my throats which are now infected!
This is all so disgraceful for a hotel of your standing.
I will be taking this matter further if I don't receive a satisfactory response.
Booking number is G246175. Room 107. The whole floor was closed off but she put us on that floor! If I didn't have my tablets, God knows what could have happened. I couldn't breathe! Incompetent is no the word!
I personally think the hotel was fully booked when we checked in and they had lost the booking and had nowhere to put us. So they covered it up, hoping to get away with it by putting us on a floor they knew was being renovated. Absolutely wreck less and I'm pretty sure breaking some laws! I will be reporting the transaction to my bank as fraudulent! Disgraceful!

Mrs Pauline Jackson

Hello,

I'm afraid our Cuban adventure is not going to plan. The hotel Iberostar Bella Vista is awful and the customer relations lady is very rude.

The hotel is tatty to say the least, the lifts are like something from the ghetto, the hallways are like prison cells and the food is disgusting! We also have to walk across a steeply sloping and slippery bridge to get access to the pools and restaurants

We put our luggage in our room and went to explore. When I walked back in to the room, I slipped over a wet floor - our air-conditioning vent was leaking water.

The hallway floors are broken and sharp - my 3 year old had a sharp corner of the tile in his mouth. Most of the sun loungers are cracked and broken, some have mould on them. Most lifts are not working either.

It's classed 5 star, but barely 3 in our minds.

I went to complain- the hotel said I had to speak with my rep. I spoke with her and she can't do anything until tomorrow. So we went back to our room - after the engineer had fixed the leak. Guess what? Soaking wet floor again.

We have been moved to another room - only problem is - we have paid a fortune for a connecting room and now we are all crammed into one room! Our rep can't do anything as she doesn't work Sundays!

My babies are knackered, I have been complaining and getting nowhere for 4.5 hours - to say that I am absolutely fuming is an understatement.

Just to top it off, keeping in mind that we have been arguing and complaining for 4.5 hours - we asked for some wine in our room and we have been told no! So I am currently arguing, just to have a glass of wine in my room. The queue for the bar is at least 20/25 minutes long!

This is fast turning in to a nightmare! We are almost at the point of changing our flights to come home!

Please can you look in to this for me as a matter of urgency. Can you get us a refund for this hotel so we can book another?

Can you look and see what other hotels have availability please?

I really hope you can help us?

Our email address is [protected]@yahoo.co.uk

Many thanks,

Hayley and Trevor

I had 35 people book rooms for my wedding at I Eurostar and we spent a lot of money here and from day one things were wrong. We were put in a room with double beds instead of a king bed to have to wait til the next day to get a room. The first room the bathroom was still dirty and we had to wait to 2 hours for someone to come clean it. The next day we couldn't get a JR Suite in Dominicana so they moved us to Punta Cana. All my guests had room issues from electricity shutting off, refrigerators not working, AC not working and one set was put in a standard room when they paid for a junior suite. The food in the buffets and specialty restaurants were cold to luke warm which was horrible. I was very disappointed because we have stayed at iberostar before and it was not like this and for my guests that have been for the first time they do not want to come back.

The membership is a joke. When you first join you are treated very well on that visit. On each subsequent visit regardless of the resort (Punta Cana, Mexico, etc.) we have had to complain about the room, the service, etc. and just to be treated as members. The members area on the beach is always filthy so we would just spend our time at the pool. Our room was no better than any other and we didn't receive any different treatment from any of the other guest.in fact we always had to tell people we were members even though they gave us a different colored bracelet to wear.

We just returned from Punta Cana in February and the room was subpar. Every time you opened the door the electric went out. We had to ask for coffee for the room 4 times from 4 different people and then had to have the coffee maker replaced because it was broke. Also, had to ask for water and for our mini bar to be filled up. They would knock on our door of course once we went to bed.

This membership is not worth the money. They charge you a fee to join and then you pay a monthly payment. We have spent over $15000 for nothing. Now that I am asking to cancel they are giving me the run around and no one wants to return my calls. I even had one customer service rep to tell me to just stop making my payment for a year and they would cancel it then. Really!

Don't waste your money!

We are currently in Mexico. We are a family of four (a couple with two kids aged 9 and 13) and we have paid the whole trip with expedia. On the check in they asked us to pay an extra 1700 $ because my daughter is 13 and they consider her an adult! We entered all the correct information on expedia. ca. It's a scam or what? I am an canadian attorney and first I will dispute this charge for sure and I might begin a class action if I hear that this is a regular practice by iberostar...

Hello,
We purchased a silver membership last year and thought this would be a great investment and we would have memorable vacations. I have tried on at least 4 different occasions to book a repeat visit to the Iberostar Grand Paradiso . It has been a horrible customer experience and many hours on the phone trying to finalize plans. As of today we have escalated our concerns to the Manager of membership solutions. Awaiting a response. At this time our experience with Iberostar reservations has been unsatisfactory. We have found vacation deals cheaper thru a 3rd party provider (hotel and airfare) so we would like our membership fee returned. Todate we have not seen any benefits of being a Silver member. I look forward to hearing back from someone.
Linda Dal Din - Membership #[protected]

To whom it may concern we arrived at your Cuba hotel Bella vista on jan 06 2019 when we got to the room the bedding was absolutely filthey was able to get the maid and brought it to her attention and the response was well the maid that looks after your room was not in today i had to make her go get clean sheets the pillows were full of stains on the pillow not the case then the internet was down for three days so could not make any reservations for dinner this was the worst vacation i have ever been on the food was also really bad there was no food handling concerns from the workers it was just gross I seen not one but two for handlers pick up food from the floor and put it back on the tray there were ants crawling over all the dishes they were told about it but just said well its Cuba what do you want us to do staff was appalling how the spoke to us was not at all respectful. we had booked 3 swine up rooms and have had better service at a 2 star hotel I would like a refund for the days we were there

Alfred .Ernest Allen.8 Cecil Road. Hunmanby YO140LF

Ref 5083080/W18H
A.Allen.Iberostar Lanzarote Park.Playa Blanca. Thurs 8 Nov 2018 for Seven nights

I have in the past always been a strong supporter of Iberostar Hotels, not always the lead Passenger, but always the satisfied one, but NOT anymore.Your service has gone from its peak to the lowest that I have ever experienced. I am a COPD sufferer, this means my Lungs cannot obtain enough Oxygen to perform certain tasks, as in walking and climbing stairs.
With this in mind I requested via a Travel Agent an Iberostar Hotel, room to be near a Lift, low level if possible, but near the Dining areas, possible wheel chair use, as I use a Mobility scooter, Double Bed and Sea view, I also mentioned waiter service, 5* and all Inclusive, plus wheelchair assistance, but this all got lost in translation.
I ended up with the complete opposite to almost all of my requests, and majority of blame is with the Hotel.
The Travel agent said I could not take my Mobility scooter, ( they now deny that ) so I asked them to check on wheelchair availability at Hotel, and could I now take Crutches (I need them to walk more than 50 yds) they said I could take Crutches, but in the overhead locker, (wrong again, they go in the Hold ) and that they would check the wheelchair situation. A number of phone calls were made by the Agent, although I don't know who too, and eventually came up with Lanzarote Park.
The price seemed high for Seven days, just short of £2000 but as I had not been mis-lead by Iberostar in the past, I did not quibble.
We booked the Holiday and I followed up on my request by sending email to the Hotel so as no problems could occur and it was "Sent" and recorded, but never answered.

This was all BEFORE we left so as to avoid the situation we found ourselves in.

Sat, 3 Nov 2018 17:26
ernie ([protected]@aol.com)
To:Lanzarote.park Details
Hello, we are booked in as from 8th Nov for 7 days.I am part disabled with breathing problems (COPD) which is no problem as long as I didn't have to walk any distance, or climb stairs of any kind, I did request the travel agent to request a room very close to the Dining areas, and near a lift if on upper floors, and ask if you could supply a wheelchair of some sort because they claimed that I couldn't take my Mobility scooter. Did you receive these requests ? Thanks. A.Allen.
Reply Reply All Forward

All went well on outgoing from L&B, except for relabelling the crutches, but all that changed at Arrecife . No rep to meet and greet, so wheelchair pusher took over.He found coach and got us seated.
On arrival at the Hotel, our bags were dumped on the Pavement at roadside, no Rep, or Hotel services were available, my crutches had gone missing (turned up almost three days later) and as we are both in our eighties, already had a problem.
When we got into the Foyer, after asking for our bags to be brought in, we sat for an hour and a half, trying to get a room sorted out.We reported the loss of crutches once again, and eventually told to follow the "Bell Boy" to our room. It was evident that the room was too far away, but we had to try and keep up with this person because we did not know where the next lift was in relationship to the Dining Hall/s. He kept walking till we had come almost to the end of the Third landing, room 2307, and said we had arrived, I immediately told him that the room was not acceptable, it was as far away from a lift as it was possible to be, as well as being above a children's pool and play area and was very noisy. He just said "go back down to Reception and complain" I asked if they could come to us, but they never did.

2/
Reception knew by now that we were Two Eighty year olds, one now without a walking aid, yet placed at the furthest possible point from the Foyer and Dining/Bars/ and Exits, and they never noticed ? even after advanced warning ?
The phone was not working, and we just didn't have the energy to walk all the way back, we had been on the move since 2am that morning, and I had no walking aids, and they knew that, as it was documented and knew that they had NO wheelchairs. I eventually had to hire a Mobility Scooter in order to get from the room to the Dining area, via Two lifts, but only to find that there was NO waiter service at all, and I was refused entry to Restaurant, and that was after sitting us down and taking the order, because it seems I did not have "The right room number" .

This particular ("Head Waiter" ? ) did say however, and I have a witness to this comment, that it was his day off tomorrow, and if I come back then, I might be admitted. So I paid Two Thousand pounds on the chance that I just might have decent meal, but only if I try to cheat the system ?
I did not take him up on the offer.

It resulted that I was forced to walk all that distance across half the complex, then juggle on sticks while trying to negotiate a very large queue of people all trying to get a buffet meal, while also trying to hold a plate,
( please note that this Buffet has NO "Rail" that a plate can be placed and pushed along, Plates have be carried by hand, almost impossible to crutch users, no hands left)
All this again for toast, then Tea, then a table to eat my now stone cold meal, which was never Hot to start with.
Luckily other holiday makers did offer assistance, but the Staff turned a blind eye every time.
The serving staff were brilliant, as in the Bar Staff, but they had other things to do and cannot be faulted, but I dont think they were allowed to help, but anyone above this rank, especially in a suit, just weakly smiled and walked by, and I have noticed in other reviews that even names have been used on this subject, so not just me then ? do you want more ?
No one explained anything, at any time, about not being allowed to use large outside areas of the complex, or why I could not use Foyer ( Nearest for me) Bar, so as to read a paper in peace, any of the facilities, or why I was told I would have to PAY for a Burger if sitting outside, I thought I was all inclusive, and my wrist band being the key, but nobody ever bothered to explain the rules, and the embarrassment that went with it, so it was left to the Waiters to try and explain in broken English, what the rules were, and some of them didn't even know, in order to pass it on, but seemed scared to admit it.
I could go on for a lot longer, but I will refrain because it becomes boring, and you would have to deny most of them, but it goes without saying that I will never use Iberostar again, not just because of the very bad service, but more to the point, you put both myself, and my Partner, or at least our Health, at risk by turning our Holiday into a "Boot Camp"
I realise that as customers, we do not have many "Travelling" years left, but I also feel that this should have reflected on the type of service you claim to offer, but in this case, fail miserably.
Yours Sincerely A.Allen.