IberoStar
Reviews and Complaints

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.

I am currently staying at the Iberostar Las Letras Gran Via celebrating mine and my partners 30th birthday. So far it has been completely ruined due to workmen working on our shared balcony from 8am this morning. They have been hammering grinding and generally been making noise since early this morning. We have complained to concierge and have so far been offered a free breakfast and a bottle of champagne which I find quite insulting after paying £500+ for a 3 night stay.
First of all we were told that we had been upgraded to this room for free to have the balcony? How can it be a upgrade when you can't use the balcony due to it being a building site.
Secondly I walked out on the balcony last night in the dark and almost fell over one of the slats in the balcony floor which had been pulled up and not replaced, only this morning I realised it was like a building site. How nobody had told us that there had been works going on is utterly shocking.
We had no prior notification that there was any building work going on within the building.
Also we have had to keep our blinds shut the entire time we have been here due to there being workers just feet from our room.

There's have been no warning signs that any of the work was being done and I feel that the hotel manager and staff have not dealt with our situation sufficiently enough.

I have video evidence of the work being carried out this morning and the manager herself said that the builders were not supposed to start at that time.
I have never complained about staying at any of your hotels in the last 10 years I've been using them but this stay so far has been disgraceful.
I am seeking a substantial refund and I hope common sense can be used and realise that this is completely unacceptable.

Thanks

It is with deep regret i am having to send this complaint to your selves but after careful thought i feel it needs to be done! As my family and I are regular travellers and have been staying in Iberostars for 12 years now all over the road i feel i must send you this email! We stayed at the player pilar in Cuba and was extremely saddend by not only the quality and choice of food there but the poor matinence of pools and surrounding areas! Has been the only holiday we have ever been on where we have all been ill! Was so sad! Whilst we were there we had great delight in meeting DonMiguel who we spoke to as my self and husband have alot of respect for but i feel he would be very disapointed if he knew that his regular and loyal customers felt let down by this hotel! It was our wedding anniversary which is why we came to cuba as we got married in one of your iberostars and always look forward to the upmost best but we were so let down by the food! Travellers were throwing up and myself and family were on the toilet most of the holiday! The food was in edible and the only time the food improved was when Donmiguel came to visit and after he left the food returned to very poor! Its such a let down and a disapoint that we had spent 5, 500 on this holiday! The hotel itself, are and staff are amazing but the food lets this place down and will put off english tourists from travelling to cayo guillermo! Which is heartaching because the people and the island is beautiful! We hve never complained as we have always had an anazing time and your hotels but feel we need to address this with yourselves!

We have been here since 5th Oct. One Our main complaint is regarding the food, it's not the quality but everything is cold or just lukewarm . We have discussed our concerns with customer relations and Thomas Cook rep, within the resort numerous times but to no avail. All food should be temperature tested at cooking and just prior to service, trust me this is not happening. Food is coming out cold and put on hotplates expected to warm it and it can't. We are a group of four and all have had diarrhoea at some point. Even food in speciality restaurant is lukewarm . This is all meal times. We have never ever experienced this service before and never felt the need to complain ever on all the holidays we have been on. We have walked out of buffet and restaurants without finishing our meals as we can't stand it anymore. We all feel this holiday has been ruined and feel we want to leave for home. We have six days left. There are numerous other little things re service but this is the main. This has cost us per couple £3800 and that is a lot to feel this unhappy.
Secondly my husband lost his phone and within 15 mins went back to where we had sat. No phone was there. Cctv was looked at and we were told there was to be an investigation after looking at the cctv. Surprisingly today we have been informed nothing has been found on cctv. She told us all staff have been interviewed who were on that evening. We now know that this was just lip service and not true as we have spoke to some staff who were on duty that evening and they say they had not been interviewed. We know a phone is not important to you but to us it's £500 for phone plus all photos music everything stored on there. We believe nothing has been done re the lost phone or from cctv it was a member of staff and they don't want to say as it looks bad on the hotel. We feel this holiday has been totally ruined and can't wait to leave. If something is not done about food then some point there will be a mass ecoli problem. We have 3 restaurants to go and to be honest dreading it. I am happy to speak to anyone at anytime re our stay. Email [protected]@gmail.com we are presently in rooms 2472 and 2471.

To Whom It May Concern,

To be honest, I have my doubts that I am sending this very important letter to the right individuals. Individuals within your corporate office that can make a difference and have the compassionate to take what happened to me and my family seriously.

Here goes: Our stay was at Iberostar Cozumel September 8-13, 2018. Booked through Expedia INT# [protected] for reference.

We planned this trip for months. I spent hours reading reviews, and to be honest, I ignored all the negative reviews about Iberostar Cozumel because I wanted the Drexel Dive Shop near me. That being said, I will never do that again because all the negative reviews where spot on true... I have already posted my first video on YouTube about the condition of your pool...

We arrived at the hotel at approximately 3:30 pm, exhausted, hot, but excited ! The first thing I noticed was the open lobby and shiny floors, a positive for sure. I was with a party of 6, and we were greeted by a girl with luke warm cucumber type of drink...

Mercedes was my first contact at the front desk. She was friendly but could not understand English very well. I figured this out later because she ignored the fact that my spouse and I needed to be down stairs. She put us upstaris, and I tried to ignore it just to be positive and get checked in.

My husband and I arrived at our room 2511 upstairs, and upon arrival we opened the door to our room and it was very uncomfortably HOT... Moist feeling and an overwhelming smell of mold. We were still trying to be optimistic as we finally figured at how to turn on the air and fan. My Brother and his family checked into 2 units at 3511 and had the same experience. HOT HOT HOT

Trying to cool off and relax we decided to go to the beach, then maybe the pool to relax after a very long day of travel. First, we had not eaten since 0400 that day so we tried the food at your outdoor snack area. It was OLD, and even the fruit was warm and uneatable. So, we go to the buffet where we found the same thing. We ended up snacking on airplane cookies or warm beer until the 6:30 buffet opened. Second, the drinks at the beach were terrible, and the bartenders made No eye contact, and No smile... Same at your filthy pool bar area. Drinks were simply awful. Low quality liquor doesn't help either. ! But even with the poor quality alcohol it could have been a nicer experience if the bartenders were smiling and tried to serve us like they wanted us to be there. !

We all made our way into the pool, it was slimy on the bottom and the bar was in such poor repair we did not approach it. My brother wanted to leave the resort immediately. I was in charge of choosing the resort so I felt like crap !

We slept in the room the first night, but it was miserable. Moist bedding, the smell, and the room temp. never got below 79-80 degrees where it lingered. Water in the shower was ice cold... Bed was hard, old, sticky, and I did not pay to go CAMPING.

I made my way to the front desk the next morning to discuss the issues. However, I did not know that my brother was having the same issues and had called for some help with his water and air... I approached the desk with a smile and very calm, hoping, this would make the problems easier to deal with. I ask who the front manager was and ask to speak to them. A gentleman by the name of Ontonio approached me at the desk, NEVER looking up or making eye contact, not once. No smile, it was has though he wanted to throw stones at my head ! I began to ask for some resolution to the issues concerning our room. As I began to speak Ontonio started saying, "I know I know we already sent someone to fix the air we know we know etc etc." We have all your complaints... He was struggling to communicate and I could not understand half of what he was saying. Ontonio confused me with my brother because I never called the front desk. He went on to tell me more or less that when the management comes in at 9:00 they would take care of everything and get me moved. He was done. It was terrible. The last thing Ontonio told me is that I needed to wait until 10 or 10:30 to get a new room, I agreed but reluctantly because that would mean I would need to give you an entire morning of my time just to get a descent room... He gave me no instruction. at all.

So, we tried to stay positive and make plans to go diving. I went ahead and packed all our belongings up in preparation to move...so we could start our vacation...! Around 10:00 I called the front desk because we were tired of waiting, we were hot in our room, and the entire situation had my entire family on edge... I ended up speaking to Mercedes because she was atleast friendly. I requested a room closer to the front of the facility rather than the back because we wanted to mostly dive... She was accommodating and gave me a room number. I believe it was 2401 directly behind the buffet. I agreed that would be better than the other one that was further back and dark that Ontonio mentioned. Mercedes asked me if I was ready to move, I answered yes, of course, and could I get some assistance... We were excited believing this horrible ordeal would soon be over and we could get on with our plans... BUT it got worse much much worse. !

So, I step outside my first room and this bright, happy, young gentleman with a dolly and cleaning supplies ran up to me at ask, "are you ready to move !?" I said yes with a smile, and he ran up the stairs grabbed up some luggage, then ran back and grabbed the entire pole in the closet with my clothing hanging on it and moved us into the room" (there were people in the room cleaning but I did not care I just wanted it to be over) I tipped the gentleman and he smiled and went on his way. There was a supervisor in the room that said I would need to go to the front desk for my new keys and hand in the old keys. So I made my way AGAIN to the front of the resort. My family waited in the hot sun for me to return so we could go diving... Family was very very unhappy because it was approaching 11:00 by this time...

As I approached the desk I went to Mercedes. Then Ontonio approached me with NO eye contact and spoke with anger in poor english, " you cannot speak to Mercedes, SEE (pointing at his name tag) I am the supervisor you deal with me" "You cannot just move where you want. I told you I would call you etc etc etc" He was very unprofessional, angry, hateful, and I wanted to leave so badly I could not stand it... IT WAS ONE OF THE WORST EXPERIENCES I have ever had, I was simply in shock ! I had to walk away from Ontonio due to his verbal abuse toward me.

I made my way to the back of the property where I see a lady at the room I was moved to with 2 other "supervisors" I approached her because all of my luggage and thousands of dollars worth of diving equipment was now sitting outside the hut. When I walked up this lady, Vannesa in guest services started to speak to me in broken english. She called me VEESON not BEESON. No SMILE, NO EYE CONTACT, AND WITH SUCH SEETHING DISGUST FOR ME, she began to repeat the same stuff Ontonio said. For Example: "you cannot move into here, we are not giving you this room." "you have to wait for me" "you do not understand" "you cannot put your clothes in this room" "I have all your complaints we are looking at them" It went on and on and on. We were very uncomfortable, hot, miserable, I began to release stress through crying, now over 1/2 of our day was gone ! Vennesa would not stop verbally attacking me and repeating the same things over and over all in broken english. I attempted to tell her I did not move myself, that everything I did I was assisted with that I just want to be on my vacation... Vannesa kept pointing her finger, no smile, with so much contempt for me it was unbelievable... My mild mannered husband who never raises his voice became so stressed out he threw his cup of beer on the grass ! Vanessa finally asked me who it was that moved me from the first room to the second room, I pretended to not know his name because she was out for his hide. I wanted to protect him from her. Vannesa accused me of dishonest and said " you did it you moved yourself you cannot " etc etc etc

I went and sat down in front of the Buffet on the patio, embarrassed as other guest and workers were observing the entire nasty ordeal play out... We desperately wanted to leave and go to another resort but Vannesa put a man in uniform in front of our belongings and held them hostage.

We are extremely well traveled and have lived in the wealthy country of Bermuda, and all over the U.S. so this was almost unbelievable that we were being treated so poorly and spiteful. I tried to tell Vannesa to back off and leave me alone that I needed a break but she would not. She was like a bloodhound. I honestly feared that she would contact the police or something.

After 90 more minute or so we were finally moved into room 2104. I entered the room and withing 2 min the phone rang. It was Vannesa who demanded I examine the room and come to the front desk yet AGAIN so she could "close out the other room". I cannot tell you how exhausted I was. By this time I felt physically sick. But I feared she may call the police, so I grabbed a ride on a golf cart with a man where we saw Vannesa walking to the front and picked her up. She started telling me she did not tell me to come to the front and arguing with me. I got out of the golf cart and she approached me when I handed her my key. She said, "you do not understand anything you caused trouble etc etc" She was so spiteful and hateful.. I felt sick. As I walked away she yelled out "not fair" "not fair" WE LOST AN ENTIRE DAY OF OUR TRIP.

The 3rd day of our stay my niece who just barely turned 18 misplaced her cell phone on the resort. So, she looked all over ending up at the front desk to look in lost and found. She was alone and was forced to deal with Vannesa. She was over powered by her, intimated by her, and verbally abused by her. Vannesa FORCED my niece to write this: I am sorry I cause you so much trouble about my cell phone... (we found it in my room) What a bunch of crap. You can intimidate me abuse me but when you start attacking MY FAMILY it is a different story... Vannesa never apologized..

We stayed in 2104 for the remaining days. It remained hot but not quite as bad with it being one floor. Water was always cold never any hot shower after being in the ocean... As the days past and as a very early riser I observed the pool maintenance which simply consist of a quick sweep with a pool vacuum on the bottom that does not reach the middle. No one ever actually scrubs the sides or bottom of the pool.

The fact the you rent space to Drexel Divers probably saves you to some extent ... They are fantastic, .

I hope Vannesa loses her job and Ontonio walks out the door with her, soon. If she did this to me I cannot imagine what she has done to others. You should take any and all complaints serious because I can verify they are true.

P.S. I would like to say with the week day staff and bartenders it was better at times and give them credit for a smile and a good drink.

Sincerely,

Quinda Beeson

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Hi, recently travelled to ibrostar Malaga playa with my daughter and my mother, we booked two rooms and I purchased the all inclusive plus option, whilst the hotel and staff itself were very good, the holiday was in spoilt by the fact we could rarely get available sun beds and if we did had to search for ages and not sit together . My mother is 78 has a heart condition and couldn't walk far, my daughter is 12 years old so I didn't want her to be sat on her own. The rule that sun beds can not be reserved was simply not enforced and by 9, 30 am each day all beds were covered and on many occasions no one used them for hours. I wasted many hours looking for sun beds and it seemed crazy that having paid all inclusive plus, that as a family we couldn't sunbathe together . The management didn't seem to be bothered to be honest with the exception of Beatrice the manager who did temporarily resolve the issue for us by asking the staff to enforce that people did not reserve them with towels . Due to health reasons my mother takes her time in the mornings so by the time we reached the pool area they were always all gone .

I don't know why all inclusive plus clients can nit have some branded with a different colour that can only be used by them ? This would at least ensure having paid the excess we would get a sun lounger .

We went from the 11th to 18th August, my name is Eamonn Delaney 190 mossy lea road Wrightington wn6 9rd
Just to say the staff and hotel other than this were very good, but the sun bed issue is a big one so thought it should be brought to your attention . I was considering booking the hotel for 4 nights from the 16th October but this has put me off .

Kind regards

Eamonn Delaney

Let me start by saying my wife and I went through a travel agent and had over 60 guests pay for their rooms ahead of time so we expected little to no issues with rooms due to the reputation of this resort. Im not sure if our stay was an anomaly or what but out visit was one to be forgotten I assure you.

As I stated we booked a wedding there, over 60 guests which meant we were eligible for an upgrade (if available) we brought this to the attention of the wedding coordinator on Tuesday August 14th . She made some calls and of course there were no rooms that matched the criteria of our upgrade according to her manager. Now on August 15th our guests started arriving they were being diverted to an off site resort (I forgot the name). One of those guests were upgraded from the Beaches resort to a presidential suite on the Grand side. Hey it happens, we were disappointed but OK, it is what it is.

As our other guests start to arrive they are constantly being diverted off the resort due to overbooking, now this isnt a regular vacation, some of these people are part of our wedding party and need to be around for wedding activities. So my wife and I are constantly being called to come and speak to someone to see what they can do to keep them onsite. This goes on for 2 days. Instead of relaxing and prepping for our wedding we're having to try to keep our wedding party in tact due to some Iberostar screw up. We had to have at least 8 guests shipped off site and they tried to ship about 12 more but we were able to prevent that from happening.

Aside from the overbooking nightmare and lack of upgrade availability, the father of the bride was told he did not have a reservation and must sent to another hotel, after further investigation we found out that the reservation was indeed sent but somehow got rerouted so that was fun.

So we move on to the wedding gown and groom tuxedo debacle. We speak to someone inquiring about getting the clothing steamed. This was Wednesday. We were instructed to fill out the form and leave the clothing on the bed, which we did. We went out that Wednesday and when we came back the clothing was still there. My wife went down stairs Thursday morning and requested someone come and get the clothing, she was informed someone from laundry would be up there asap. We we went about our activities and when we came back that night, the clothing was gone. Friday morning we figured everything was taken care of but when my wife went to the balcony the gown and the tux were laying on the couch. Yes thats right. We were getting married and had to be on the beach by 3:30. It was around 10am friday when we brought the clothes down to them. They then told us there would be a charge for express service. When my wife explained she spoke to someone the previous day they said it did not matter but the tux and the gown would be ready as long as we payed the fee. she agreed. She also requested wine and cheese and a fruit platter for the groomsman and bridal prep rooms. This was supposed to arrive around 2pm. We fast forward to 2:40, no tux, no gown, no fruit or wine and cheese. Of course my wife is furious and nervous at the same time and she calls to inquire. they say there's nothing they can do and the clothing wont be ready in time...big mistake! She says she got upset and had some choice words for the person which must have worked because we received our clothing just in time. The wine and cheese platter and fruit...nowhere to be found until after the wedding when we got back to our room.

I also almost got hit by a bust TWICE while riding the bell hop buggie. It seems the bus drivers on the resort arent keen on paying attention to what they're doing

So we complain and we give our story to a couple of managers who seemed sympathetic so they work it out for us to stay in the Presidential suite. My wife and I are thinking things are finally looking up and maybe the resort will live up to its reputation. We were instructed to leave our room at 12 (which is regular checkout time) and we would be moved up to our Presidential suite asap. So on Sunday we leave our room at 12 thinking it will be a smooth transition to our new room. We go downstairs and we are informed the room is not ready and there is no telling how long the wait will be. We ask for an estimate and the person at the front desk tells us about an hour or so. We leave and come back in an hour. The room still isnt ready. this is 1pm. Our luggage is on a cart next to the bell hop so we have limited options on what we can do. We decide to go about paying the wedding coordinator and retrieving our pics and handling some other business. We wait until 4pm and go back to the front desk. When we inquire about the room yes you guessed it, we were greeted with...we dont know. The front desk made some phone calls and some walkie talkie conversations but still no information. I tell them they must know something and the response was no, we have no information we cant tell you what we dont know. They advise us to speak to guest services. When we get to guest services, they advise us to speak to the front desk. At this point we're livid. Our whole stay its been one thing or another, constant aggravation and this on our wedding/honeymoon week. We both blew our tops and started going off on the personnel in guest services, Someone from security comes in and asks us to calm down and explain. When we did so she disappeared and came back with someone who informed us the room was finally ready. I think this was at 5pm. So from 12-5pm we were without a room which is ridiculous. We tell them we wish to speak to the general manager. they oblige by setting up an appointment

We speak to the general manager Mr. Axle I believe was his name. we run down all our issues (as stated above) and he starts making excuses about why things happened the way they did and he apologizes. I ask him if you send people off resort for a day and comp them 3 days free on another visit what are you going to do for the married couple who's experience has been so bad. He said he would comp us some champagne in our room. I thought to myself, what is champagne good for at an all inclusive resort where all the alcohol is free. We were too tired to argue so we just agreed and left. The champagne did arrive but we didn't touch it, honestly we were too disgusted with the whole experience except the wedding ceremony which was terrific.
My question now is what is Iberorstar going to do for us? You turned a monumental moment in our lives into one of frustration and aggravation. Who do I need to contact in order to be compensated for this atrocity

We are staying at the Iberostar Paraiso Beach hotel
in Playa del Carmen. My partner Mitchel Towler lost or had his wallet stolen on Monday 20th August 2018. We left the Hotel supermarket and sat on the bench outside the entrance to wait for a ride down to the beach. We then went to the restaurant by the beach, El Puerto, and after we left the restaurant we realised the wallet was missing. This was between 1-2pm.
Due to the hotel safe in our room 1152 being broken, we have been carrying all of our money on us. The wallet had $700 USD inside and we now have no money left for the rest of the holiday.
No one is helping us to make a police report for our insurance. The wallet was reported missing to the hotel at the time and has not been handed in so is now classed as stolen. We have been into Playa Del Carmen and registered a report with the Police.

Also, on Tuesday 21st August I fell down the stairs due to a lot of water all over the floor that hasn't been cleaned up. There were no wet floor signs for warning. I had surgery on my knee six months ago due to a ruptured ACL and my knee is now in agony. The hotel doctor is asking that I go for an X-ray, and my insurance won't pay upfront. We have no money to get me an X-ray done due to the wallet now being stolen.

In the last two days we have had our money stolen, and my knee injured. I ask that you compensate us for the lost money and my knee. If you can't help,
I plan on taking this complaint public to get some assistance. Helena from the public relations department was who looked after me, she was great and can verify our complaint.

We have been asking all week about keeping our room due to me late flight home, we were registered in a book and advised to return the day before departing and then told to enquire again this morning, we were fine we couldn't keep our room due to high season but we have witnessed others around us during our two weeks here being allowed to keep theirs. We feel ur is cruel to keep us handing for days in the how we can keep the room to them dash our hopes and then spoil our last day here. We fe that in light of our late pick up, it's not a huge issue fir the hotel to have granted or request, we now have to vacate at 12noon and wait 6 hours, 6 hours plus before being collected, also the facilities for getting ready are extremely poor quality and have come as a shock with this hotel being rated as a 4 star plus complex, we dealt expected better.

On a different note we would also like to complain about the use of motor bikes by staff to get around, we think the noise they make and the smell they make are alarming again for a 4 star rated complex, you should consider alternatives.

Our family stayed at Bougainville playa for ten days expecting a teen club we were informed due to numbers in the hotel this facility was not available my point being if there weren't enough people turning up for lunch would they cancel the facility!My two boys also cut their feet in the pool on three separate occasions we reported this to the manager she observed both my children's feet offered me a doctor which was not needed but she didn't seem too concerned as their had been no other complaints despite seeing both boys feet.We are disappointed as our holiday did not meet our expectations and we will be taking up the matter with Thomas Cook and Iberostar as we paid an obscene amount of money and expected to get what we paid for very disappointed customers Catherine and Paul Davies

Good evening,

I have just come home from my trip to Varadero Cuba. My group and I stayed at the Irberostar Bella Vista for one week July 10, 2018 - July 17, 2018. I am submitting this claim because on Sunday night (July 14, 2018) I was walking to the night entertainment on the resort, and I fell into a concrete hole. Attached are the photos of said hole. As you can see from these photos, there are no warnings signs mentioning this hole. However, there is a "do not walk on grass" sign, that' is 2-3 feet in the opposing direction, very small, and anyone within that vicinity would not be able to read/ see it's contents including children for that matter. If a child had fallen they could have seriously injured themselves. This hole should have been cordoned off with caution tape.. atleast ! Later that night, after my girlfriend and I realized it wouldn't stop bleeding, we made the decision to go to the 24 hour emergency clinic, seeing how it was too late to use the hotel's clinic. We left the resort, took a taxi, and when getting to the correct place we found out I needed to get stitches. I got 5 stitches and spent 140 convertible pesos. When getting back to the front desk at the hotel, they didn't seem too concerned nor did they do anything. The following day we put a claim in to costumer service and they said we would have to come back the next day to speak with the manager. When we went to speak with the manager there was no record that the incident had taken place. We had to put a claim in again and when the manager came to speak to us he said he would give us a couples massage and late check out for free. But how can I enjoy the massage when I was in so much pain. In addition to this; the cleanliness of our room was dispicable. Our towels always had stains on them, our sheets were never changed and remained damp. There were many cockroaches also seen around the hotel. This has been a major inconvenience, and it ruined not only mine but my girlfriend's vacation as well. This trip was a complete nightmare and I'm very unhappy with the way we were treated and I was unable to enjoy my trip. It is sad that I worked so hard all year round to save money for this trip and due to these circumstances my vacation was ruined. I have also attached the medical correspondence with the stamp, but I'm unable to open or tamper with the document because it is to be sent directly to the medical insurance company. I thank you for taking the time to address my incident. Please advise how you wish to go about this situation. Also take note I am prepared to take this matter further if my expectations are not met.

Thank you for your time and I look forward to hearing from you.

George Stathopoulos
Email: [protected]@hotmail.com

Hi,

I am writing you this in regard to my wife Mercedes and I wedding vacation we booked. I will like to inform you about my experience in the Dominican Republic. Specifically with staying at the Iberostar Dominicana resort. It all went horribly wrong when our wedding rings were stolen out of my room on our wedding day. I feel like we were target from the beginning from staff and management. My wife was getting ready for the wedding when all of a sudden the power went out. This was our fourth day there and never seen something like this happen. The photographer had asked us to keep the rings out when getting ready to take photos. My wife panicked and moved to the neighboring room to finish getting her hair completed. When she arrived 30 minutes later she realized the rings were no longer inside her jewelry box. Management told us that room service and electricians had been inside our room during that moment of time when my wife was finishing her hair. After the rings were stolen, the front desk and management made it nearly impossible to get in contact with them. We call the front desk and they hang up on us and then accuse us of stealing our own wedding rings. From wedding day June 9, 2018 to the end of our vacation June 12, 2018 was nothing but disaster. We spent more time talking to management and going to the police station to file a report. I will attach police report to this email. The resort management refused to let us go to go police station until the very last day where we were running so close to pack and leave for the airport by 1:20 P.M. I hope you can share his experience with others looking to get married overseas to not let their guards down for a second when strange events happen, such as the power turning off half hour before wedding photographer and coordinator are supposed to be there.

We eventually talked to the executive assistant manger on June 11, 2018 Rosario Rosario asking what they will do for us to make up for this horrific nightmare and she said they can offer us a voucher to another Iberostat resort not in Dominican Republic and Rosario Rosario was not to be found before we left back to the states. The staff and management gave us the run a round and I don't want this experience to be forgotten and the investigation to continue to prevent this from happening to others.

More problems emerged when my family had their trip itineraries printed out and the information on those itineraries offered one free excursion that The resort refused to grant us, the itinerary also offered $30 dollar day spay special and the resort spa refused to offer the service. My family of 28 was on this wedding vacation and we nearly paid at least $1200 per ticket. I feel the resort was ungrateful to my wedding group and gave all of us a horrible experience from June 9, 2018 to the end of their vacation. I know my family will be writing reviews about Iberostar Dominicana with how their staff treated their guest and how Iberostar Dominicana stole my wedding day from my wife.

I appreciate you for listening to my concerns and experience. Please respond back to me. Thank you for your time and patience.

Sincerely,

William Feid and Mercedes Alfaro.

I am staying at the Iberostar Rose Hall Beach in Montego Bay Jamaica. One night I went to the bar and when I went to leave I slipped, fell and incurred injuries to the face and mouth. I received a laceration on my chin and a broke one front tooth. The nurse at the hotel didn't provide adequate medical services and instead sent me to the local private hospital. I had to wait 5 hours because the hospital didn't have the proper tools to fix my injury. Finally later the doctor there took care of my injuries but I incurred nearly $2, 000 in costs that we're not part of my travel plans. I want Iberostar will cover these costs because my injuries occurred on the hotel's property and the staff's inadequate services resulted in unnecessary egregious fees.

Dear Sir or Madam,
I need your help to compensate my clients, a honeymoon couple, who is having many problems with their staying at Iberostar Tucan. A few months ago we planned their honemoon at your hotel and paid for a Junior Suite Ocean Front. We reserved and paid for it in Brazil, through our Supplier Trend Tour Operator. However, last Friday they contacted us saying that your hotel had notified them of an overbooking and that they needed to downgrade my clients. I spent Friday, Saturday and great part of the day on Sunday, trying to minimize the trouble for my clients. After all, they are in their life special trip... their honeymoon. I had decided to change them from hotels, when on Sunday, finally, in an agreement between Renan, from the tour operator and two of your clerks, Yuri and Danielle, there was a promise that my clients would be accommodated in a Junior Suite from sunday to monday and from there on in a Junior Suite Ocean Front, provided you had availibility.
However, when they arrived at the hotel, none of this happened. They were checked into a Standard Room. Everything was really upsetting for them... too much stress during the trip that was supposed to be the best and most romantic of their lives. Yesterday they promised to move them into a Jr suite... and what did happened was that they checked them into a suite that is not good, in the back of the facilities and near the most noisy ballroom of the complex... Air conditioning is not working. My clients sent me a very disgusting message asking me to cut their trip short and bring them back home as they do not believe how such a company as Iberostar could not mind with their guests.

I think that our tour operator is not really getting to the right person at Iberostar Tucan in order to get appropriate help to solve this matter. That is why I decided to ASK, BEG for your help to do something to compensate the clients for so many problems. I kindly ask you to provide them with the best assistance you can. Please, inform which is the best ocean front room you have available that you can move them to... TODAY... And inform please if you have any spa treatment that we could offer them in order to change the bad impression caused for all these trouble.

I count on your to help me solve this problems as soon as possible, I cannot leave my honeymoon clients in deep deception like that. Please help me. I look forward to hearing from you at the earliest and thank you in advance.

Miriam

Hi I'd like to make a complaint about the Iberostar playa polar in Cuba I stayed here with my partner and 8 month old daughter on the 25th April for a week we stayed in room 511 had problems with the back door not locking on arrival which ground floor we needed it to lock then we got that sorted everything was ok for 4 days of our holiday until 29th April we had a problem with no electricity in the room and was goin on and off all night I went to reception numerous times and told them I could not live like that with a baby they kept saying they would send someone down and the electricity would come back for 20 mins then go off again this occurred from 9pm and was the same at 9am at 7am I went to reception for the 10th time to be told we could have a room change I agreed and said i wanted to move rooms so packed all our things up went to the beach at 9am still had no electricity and was promised To come back at 2 and when we came back there would be a new room waiting went to the beach rushed back for 2pm to get told by the hotel receptionist manager oh your not moving rooms now the problem is sorted no apology turned he's back on me and ignored me as I tried to talk to him, so as we was only there another 3 days decided to Buy a cigar from the cigar bar in there and was really good on our last night decided to buy a box as a present for a family member to bring home
Spent 132 pesos on this present got them how gave them to the family member and they are fake and do not spoke overall I am not happy with how we was treated while here on holiday the bar staff cleaners gardeners all very good to us but reception staff very rude and not willing to help and the man who sells cigars in the cigar bar totally ripped us off I'm not one for complaining but I spent a lot of money to go on this holiday and did not expect service like this

When at iberostar costa dorado in Dominican Republic in October 2017, we joined the club that enabled us to have bookings at a reduced or even free cost. Unfortunately when looking into this option we realised that the flights from the uk were to expensive so cancelled the product.
When we joined we were given as a free give an IPad Mini. Because of cancellation we then had to pay for this item as we had opened the box, that was not a problem, but now 7 months down the road the iPad is not working and after getting professional advise it is unfixable. What do you intend to do about this.
Booking was under. Mr & Mrs Osullivan date 23rd October 2017 for 17 nights with tour operator TUI

Hi please can you get this hotel sorted the food is very very poor and my wife and kids are very ill after eating there ! And a lot of guest were sick as well . This us supposed to be a 5 star hotel more like 2 star for the food ! Staff are great and rooms are clean . But basic hygiene in kitchen should be addressed straight away before they kill someone ! Raw meats being cooked then chef used hands to mix salads etc without washing hands and pots and pans washed in dirty water ! Please don't let this ruin iberostar reputation!

I have been going to Iberostar's for over 10 years but never again. In fact, I may contest my credit card charges because the management was so unresponsive. The "Club" representative literally followed my fiance to the restroom trying to get her to sign up. We planned on taking over 20 family members there next year to be married so they cost themselves a lot of money. From reading other complaint boards, it's obvious there reputation is going down. It's amazing to me that a company this size doesn't respond to complaints or attempt to keep loyal customers that have spent tens of thousands with them.

We were staying for 2 nights at Iberostar Varadero in Cuba, from 28/01/2018 until 30/01/2018.

On Iberostar Varadero, there are blue towels in the room, that are used for staying on the beach area, we were walking to the beach on the first day and took the towels with us.
When we went back to the room for rest and after we saw that some of the guests are leaving their towel on the sun beds, we asked the hotel guy in the hotel beach BAR if it is alright to leave the towels on the beach sun beds.
The Hotel guy told us that it is alright and we can get a new towel from the Hotel personal on the beach at any time.

On the next day when we were checking out from the hotel, the Iberostar staff insist that we must pay 20 Cuc (about 20 euro) for the 2 towels.
We had no choice other to pay the fee and leave the hotel with a very bad feeling of spoiled vacation.

It is outrages that on hotel that we paid over 600 euro per our stay, that we will be treated by the hotel security guys like we are stilling towel from the hotel.

Oren Shoham
[protected]@einat.org.il
+[protected]

Just thought you would want to see the "English Welcome Letter" we received upon checking in at the Iberostar Hacienda in the Dominican Republic. I edited it to correct the NUMEROUS grammar and spelling errors contained throughout. I have attached a picture below of the "marked up" version. You would do well to incorporate many of these changes for your English speaking guests, as the initial version certainly does not put your firm in a good light, especially since it is one of the first impressions your guests receive.

P.S. Our stay was VERY enjoyable; Our only hesitation in returning, quite honestly, was the very limited English that most of your staff spoke. Because our Spanish is so limited, we were frequently, simply unable to understand announcements, games, etc. throughout our week there.