IberoStar
Reviews and Complaints

booking reference number - sell off vacations - [protected]

group booking - family names:

papadakis (5), tselepis, (4) fiorino, (4) stavropoulos. (3)

total travelling 16 - 7 rooms

This email is in regards to a recent vacation we booked with Selloff Vacations to the Iberostar Daiquiri, Cayo Guillermo from December 30, 2017 to January 6, 2018 for a party of 16. I have chosen to e-mail all of you, as there were numerous situations that occurred on this vacation, and I am not sure who needs to take responsibility.​ That being said I will start with the vacation in chronological order.

1. We booked our vacation before Hurricane Irma. When Hurricane Irma hit Cuba, we called the travel agent and asked to change our hotel. The travel agent kept telling us that we had to pay a $50 penalty fee per person, plus the difference in cost to go elsewhere. We were also told we could not change our departure date. Changing our hotel would've cost anywhere from $100-$200 more per person. Considering that all of us were working with a budget, spending an extra $1, 000 per family was not an option! Therefore, since the travel agent advised us that Air Transat Vacations would not allow travellers to go down to a hotel that was not functioning, and because we did not want to lose our deposit, we decided to stay with the hotel we booked (BAD MISTAKE)!

2. Day of departure. Our group of 16 made it to the airport on time. Just before boarding, they told us we would have a one hour delay. Three hours later, we were still Toronto. No one from Air Transat knew anything. The typical line they kept giving us is "the plane is on its way". Approximately two hours later, we finally boarded the plane only to find out that we had to wait another half hour to fuel the plane and put food on the plane. Finally, three hours later we finally take off. There was no coffee or tea because apparently, they did not load it on the plane. The stewardess starts making her way around with water and soft drinks however, they were constantly making excuses there was turbulence and had to sit down... no water in sight! The staff almost gave two of our children concussions running through the aisles with the carts. Are these trained people? It was like a circus. After all that delay, you would think the airline would compensate with something. We have all been up since 3:00 a. m. - no food, no coffee, no apologies!

3. Finally get to Cuba, all excited to get our vacation started, as we lost a whole day of sun, since Air Transat decided to delay us.

Check-in: Absolutely disorganized. We had 7 rooms and had to fill out paperwork for all seven rooms. We have traveled several times and usually they take a photo of your passport, which has most of the information they required. Filling out the paperwork and the staff going back and forth making copies, etc. took up more of our time! We requested for two of the rooms to have king size beds. Only one room had a king size bed. When we asked for another room, the reception staff told us that there were none available in the building where the rest of our group was. Only after we came down to complain about the mouldy, water leaking rooms, did two other rooms with king size beds miraculously show up in the same building as the rest of our group. The reception staff clearly lied to us! My guess is that they were saving those rooms for their family/friends coming in for New Years!

Accommodations: Got checked in, and went to our rooms. At that point we realized we had made a terrible mistake. One room had mould all around the shower and was leaking water from the room above it. Another room had mould all over the walls. Another room had a lock on the balcony door that was completing broken. All 7 rooms smelt very mouldy! How do travel agents feel that putting travellers in mouldy rooms is safe or healthy for that matter?! Who knows what kind of toxins we breathed into our bodies the whole week we were there! No hot water, no water pressure! How can a hotel not supply hot water to shower with?

Food: One snack bar, 1 buffet and 1 restaurant rotating as an a la carte. That is not what we paid for. We paid for 3 a la cartes, beach grill, snack bar, buffet restaurant. If no one was willing to budge to let us change our hotel without incurring more cost, then why was the trip not discounted? Clearly, what you advertised is not what we got. Not to mention the tablecloths were always filthy!

Premises: We saw the hotel fog twice in one week. We all have several scars from the mosquitos and basically look like we all came down with the chicken pox. We went to the medical clinic and they all thought it was joke. How can that be a joke? Scratching your skin until it bleeds is not a joke, nor an enjoyable vacation! Not to mention the bill we got hit with! Then one of the days it was cold and it was raining. The front entrance of the hotel was not covered. It used to have a glass ceiling that was not replaced. We had nowhere to go to take shelter from the rain, other than going back to the bad, smelly, mouldy rooms. Clearly, we did not pay all this money for a vacation, to be closed up in the rooms. Please explain to me if you think this is what you call a relaxing vacation? I am almost confident that you would not spend almost $8, 000 to take your family on a vacation, and have this kind of experience.

Did you actually inspect the place? Who in their right mind would agree that this place was up to standard to open for the holiday season?

We strongly believe that the entire group should be compensated for this terrible experience. This hotel is not a 4 star and it was absolutely not ready to welcome travellers.

Your urgent attention to this matter would be appreciated.

Thanks,

In August myself and my new husband stayed at your hotel on 70 park ave in New York after being married in Central Park. This was from 30th August to 1st September. We were looking forward to the "boutique" hotel experience as advertised online.
We were shown to a room that was no where near as advertised (see photos) it was dirty with stains on walls and in bathroom, hair in bath and on bedsheets and so dusty. It had no bedside tables as the room was too small and the aircon unit was old and broken. The headboard for the bed was rough plywood board painted white.. not exactly a great first honeymoon night. When I asked to be moved rooms we were told nothing was available until the following night so i had to get fresh sheets from a cupboard I found as none ever came when I called reception and sleep in this room, I have no idea how it has been sold to the public with it's size/amenities. We paid near £200 a night for this experience. I have attached photos so you can see the issues I have mentioned. I feel we are certainly due compensation for the uninhabitable conditions sold to us.

In November I returned from a two week holiday with my family from Cuba.

We stayed at the Iberostar Parque Central in Havan for 3 nights and the hotel was lovely. We then transferred to Varadero and stayed in the Iberostar Playa Alameda for a further 11 nights. We were expected the same standard of accomodation as the first hotel. How disappointed we were. We were a party of 6 people staying in 3 rooms. Our first rooms were absolutely appalling. They all smelt of damp and mould. In the first room there were 3 people staying, my daughters' bed was actually wet, the general state of the was dirty and run down. In the second room the lamps had no plugs on them, the bare wires were just inserted into the socket, which is a definate health and safety problem, again the general state of the room was dirty and run down. There were paint splatters everywhere and the safe didn't work. the third room had a single occupant, and again the room was in the same state as the previous two. The safe in this room was not secured down. All three bathrooms looked like they had recently been refurbished, but the finish was poor and below standard, i.e.grout not washed off the walls, toilets rusty, mirrors damaged. We complained to reception, who said they wouldn't be able to move us for a couple of days as they had a list of people to move before us.

We met with our holiday rep from The Holiday Place the following morning and complained to her, she spoke to the hotel staff, and we were offered different rooms. On inspection by us they appeared much better, still dated but at least clean, we moved to them.

In my room we were unable to open the balcony door as the door was locked and the handle was hanging off. I reported this to reception who did get it fixed the next day. Everything was fine until it rained. We had water pouring throught he light fitting into our room, we put down towels and a bin to collect the water. In the morning we reported this to reception who said they would get it repaired. Unfortunately this didn't happen, and we reported this at least 6 times. Eventually I hear the receptionist talking to the maintenance team who said they were on there way to fix it. All seemed to be ok, but it didn't really rain much for the next couple of days. When it did rain heavily we had the same problem, except worse. Again we reported this to reception who said they would get someone there straight away to fix it. Again this didn't happen. By this time we were totally fed up with the situation. The maid kept moving the towels and the bin that we had put in place to collect the water, so if we were out of the room when it rained we came back to puddles of water all over the floor. We then noticed other things that weren't up to expectation. The fridge was rusty on the inside, as was the toilet seat. The cupboard door that housed the fridge was missing, and the mirror in the bathroom was damaged. As well as this not all of the electric points in the room worked.

For two days we had one towel to share between three people, again we reported this to reception on several occasions and again nothing was done about it. Eventually my husband waited at the bottom of the stairs for the delivery man to turn up and collected three fresh towels himself. The maid then delivered a further three towels which we also took as we didn't know when we would get any more.

The hotel amenities were not as advertised either. One of our party was particularly interested in tennic, but all three courts were usuable, apparently they were waiting for new nets. The jacuzzi was out of order as they were waiting for a new part, and the majority of the gym equipment was out of order. One of the bars was not open for the first week. The pool side snack bar ran out of beer and only had about half of the food menu available on one particular day. Althought the food was edible in was never hot, this was across the whole resort. One on the specialised restaurents we also closed fo the whole of our stay.

We were meant to be able to get fresh pool towels daily, but we were only able to change these twice in 11 days as they said they had a problem with the supplier. There were also missing tiles in the swimming pool, which we consider to be dangerous.

We did report all of our complaints to our Holiday Place rep, and completed the relevant forms. She was able to get the hotel to offer us a room swap because fo the leaking ceiling, however it was overlooking a noisy building site. We decided to stay where we were, as long as the maid left the towels and bin in place to collect the water.

In the public toilets of the hotel there was no soap in the dispenser and no hand towels for nine days. Once we complained the soap dispenser was filled up but still no hand towels. People used these toilets regularly and then oftne went straight in the the restaurents for food without washing their hands. Disgusting!

I really don't know how this hotel can be listed a five star establishment when everything about it was rund wond or broken. The only positive about this place was the that the majority of the staff were very nice.

I can provide photographic evidence of these complaints if required.

For the cost of this holiday we do not consider that we have had value for money and are extremely disappoined and upset with the accomodation at the Iberostar Playa Alameda.

I have made a formal complaint to The Holdiay Place, as this is who we booked with, but I wanted to ensure that you also had a copy of this complaint.

I look forward to hearing from you.

Regards
Madeline Stevens
Email. = [protected]@hotmail.com

My husband and I stayed at the Iberostar Bavaro Punta Cana last week with 8 other people and on top of many minor issues that came up from the minute we arrived to the resort, it unfortunately ended horribly when my husband became violently sick in the lobby. We were all (10 of us) waiting for our Amstar transportation to the airport to fly back home when my husband started vomiting continuously, sweating, shaking and borderline passing out. It took almost a half hour for a worker to even come over to see if he was ok and then when he was going to be sick again, the manager took so long to get us a bucket of some sort, my poor husband had to be sick into a towel that we held for him. We kept asking if someone could have the doctor from the on-site clinic come take a look at him and it took another 15-20 mins for anyone to answer us. We then said ok he needs to be brought over and since my husband could not even stand up on his own we asked for a wheel chair and again, that took what seemed to be forever. It was an awful scene and of course so embarrassing for my husband since it was in the middle of the lobby. The lack of compassion or attention to the matter from the staff was absolutely appaulling.

The clinic told us he would have to go to the hospital by ambulance which we did...and his blood tests showed that he had a high level of bacteria in his stomach which they said could have been from the food or water (we did not drink tap water). Either way, we never left the resort while we were visiting so it had to be from something on the property. After being in the ER for almost 9 hours we got back to the hotel around 10:30pm where they had our luggage still. The rest of our family had gone back home on the original flights, so it was 4 of us left (we had two friends stay with us). Despite what my poor husband went through in their lobby, the lack of assistance during the ordeal and us just needing a room to sleep in until morning, the hotel still charged us to stay for the night which i honestly think they should be ashamed of doing. We were guests of theirs and they had room availability and we were not going to be using any of the resort amenities before catching our new flight the next morning.

I could not believe the lack of compassion and we've been staying at Iberostar hotels for 10+ years (usually in Mexico) so this was a huge disappointment for us. Iberostar Bavaro should be embarrassed at how they treated us especially since we showed them the lab results, just the awful experience we had in general (the lobby fiasco, having to go to a hospital where we don't even speak the language, missing our flight, losing others from our group, etc.). They charged us $120 a person for that additional night ($480 total) and if anyone could help me obtain a good email to send this to Iberostar directly so that I can hopefuly get that $ back i would be so appreciative as I found it to be so unfair on their part. They should care more about their guests.

Iberostar Riviera Maya
Michael and Tina Turner Room#1722 (10/08/17-10/15/17)
On our second day (10/09) I noticed eye liner missing from my makeup bag at this time my husband reassured me that I probably missed placed it so I decided to hide my makeup bag under the bed up against the wall when we arrived after being at the beach all day my makeup bag was not where I hid it the cleaning person had put in a drawer in the very back which it took several minutes to locate.“weird” My valuable jewelry was placed in the safe everyday until the day before our departure (10/14/17) We started packing the suitcases, my traveling jewelry pouch was hidden in the suitcase very well, we left are room around 8:30 am and returned around 4:30 pm to get ready for dinner and are room was cleaned while we were gone. When I arrived at the airport my hands were starting to swell so I took my wedding ring off and went to put it with the rest of my valuable jewelry which was in my suitcase and at that time is when I realized that all of my jewelry was stolen except for one earring which is picture #2. The saddest part about this is these items can’t be replaced they were all gifts from my husband of 27 years. Necklaces six, earrings two pair, ring one and two bracelets. I have a few pictures of the items taken from our room. Picture #1 is the pearl ring. Picture #2 is an earring they left behind, necklace and bracelet all one set the necklace had three solid leaf shaped pieces that dangled from it with scarlet rubies in them the bracelet had scarlet rubies all the way around the entire bracelet. Picture #3 gold necklace with a abstract circle. Picture #4 gold bracelet. Picture # 5 necklace butterfly pendent set in white gold my 50th birthday present which was (10/09) while staying at your resort. Item solid gold necklace it was braided which had a tassel half inch in width and one and a half in length, matching earrings tassels were around two inches. Another item was a necklace white gold the pendant had my original diamond in my wedding ring 1/2 carrot. Another item was a gold necklace that had a half of a circle around a quarter inch in width and one inch long with 1/4 carrot diamonds set in it. I had fashion jewelry on my dresser all week long it was never touched? We even tipped $5.00 everyday for there services. I have tried to contact the resort since I arrived home on (10/15/17) I was disconnected and placed on hold several times, I also sent numerous emails with no response. I finally spoke with Lupita on (10/21/17) which she was very helpful and requested a description of all the items. I’m sickened by this tragic event! My husband and I have traveled all over the world and we have never experienced anything like this. I’m praying that my items are returned to me it would be such a blessing. Hope to have a response in a timely manner.

I stayed at the Creta Panorama from the 1st to the 10th October. I have made a number of formal complaints both whilst I was there and since my return. I made at least 5 complaints whilst at the hotel and since my rerun I have followed up these complaints by email, on Facebook and on Twitter. You have not given me a single response.
I have now made a very poor review on Tripadvisor, both of the Hotel and of your non-existent customer service.
I cannot keep writing to you detailing all the problems, for you to ignore them. My next stop will be the newspapers. I will also inform Bridge Overseas of the very poor Hotel and the exceptionally bad customer service. Maybe if you start to lose business you might have the courtesy of replying to me.

We checked into this property Sept 16th.
Upon arrival we were given a room overlooking some weird indusrtial area . We were told that night also some service is closed no snack bar room service is terrible and takes over a hour.No room cleaned by 3.30pm was offered to upgrade to suites took the offer to be told no staff there they cant even clean room . How can a hotel chain not even have cleaning staff? Our experience here has been sub par and a waste of hard earned money will not be retur ning to Jamaica overall a bad and dissapointing start to my vacation diffently last time with iberostar

have just returned from our holidays at hotel sorra d'Or.
Firstly we paid all inclusive . I cannot begin to say how bad the food was. On the first night we went for dinner, it was not only cold, but not even a good selection. Mrs Valerie bee ended up with a bad stomach.
The next morning breakfast was no better, cold and no choice for all nationality.
After this we started eating out, but checked food in hotel every day. But no improvement. The only meat they served all week was chicken wings, or spare ribs, which was just bones. No fresh vegetables or potatoes only french fries.
Also the hotel was dirty, with pigeon poo in the main lift and dirty finger prints every where. Not only is pigeon poo very bad for your health. The whole hotel is filthy. Our plug sockets did not work, also bulbs missing in lights.
We were assured by your company that this was a good hotel, and I said that this was an important holiday as my friend had recently lost her husband.

Hello,
My name is Shirley Mundy. I had the pleasure of staying at the Rose Hall in Jamaica from August 27 thru August 31, 2017. I was a frequent visitor to the game room (slots), and the theater. On August 29, I packed myself my out of the room bag (as I did each time I left my room). I had a small black plastic bag that contained an opened pack of Newport cigarettes, an unopened pack of cigarettes that were placed inside yet a smaller plastic zip lock bag along with my room key and 2 twenty dollar bills that I was going to play slots with when I left the nightly show. As I did each night, I attended the 9:30 show. On this night, I was an active participant in the Dating Game that was hosted. When I went on stage, I left my bag on the table. When I returned to the table my bag was gone. I started asking about my bag, and was given the identity of the young lady who had moved the bag. I asked her about the bag, and it seemed that a mini chaos erupted. Finally, someone came from the back and gave me the bag. I checked the contents, and noted that my money was missing. I told that security had to be called. When they showed up, I was told that they had to complete an investigation and someone would get back to me. On the 30th our group (12 people), went out in the local community for shopping, sight seeing, etc. When we returned, I stopped by guest services to speak to security. I was told that their investigation was complete and based on the young lady's body language they concluded that she was being truthful and there was nothing they could do to recover my money. I had/have a problem with the handling of the situation from start to finish. This is totally unacceptable. I feel that there was absolutely no care or concern given/shown to/for me or my loss. I would like for my money to be returned and at least an apology for what I went through. I am aware of a gentleman who suffered a loss as well, and he received the same treatment. The procedure/process for addressing theft needs to be revisited and possible revised. Record Locator: OPQYLO

August 18-25 my daughter Cynthia Heredia and my granddaughter Angelina and myself Daisy Santiago were in Punta Can room 5091. The first complaint was no one told us about the activities or shows going on. That same day we went like three times to activate the keys to
Open room. After that it was like 6 times until they got it right. Then had to call technicians to fix TV twice air conditioner twice. What really shocked us when they enter the room with no knocking or announcing they were going to be entering coming to my room. Maybe in DR you do this but not in my culture especially when any of us could have been naked coming out of the shower. To make matters worse the two gentlemen that walked in without knocking close the door and walked away, without apologizing or giving explanation. It wasn't until my daughter walked out the room and walked behind them that they explained that they were switching out as safe and they wrongfully assumed that the room was empty. I want to know what compensation is going to be given for all the trouble. This was my first time at Iberostar but it certainly was not the 5 star treatment that I had heard about.

Dear iberostar bavaro. Me & my family booked a trip with your hotel from july 23 to july 28 and stayed in room 1241. We have stayed at iberostar in the past in la ramona and had no complaints. Most of our trip in punta cana iberostar was going well other then room being infested with roaches. Also we specifacally got a note from the front desk written in spanish to show at your restaurant staff concerning my daughters allergies to nuts. Whenever we went to the reatauants we showed the note and staff read it and still managed to bring every dish to my daughter with nuts anyway. This is mostly the italian restaurant. They brought lasagna with a green sauce that has pune nuts. Then the brought lava cake with almonds all over it. this allergy is deadly if eaten my accident. Now the most important reason im writing to you is on july 27 at around 1 am i could not sleep and walked towards balcony and slipped on something slippery on steps in room and fell and almost killed myself on glass table thats not even sturdy on stand. As a result i broke my left foot very bad and shattered the bone. i went to the medico hospital for treatment and xrays and they charged me 600 plus i paid my cab 15 to go and 15 to come with no help of your staff. Im in nyc now and been to 3 specialist and all told me i need surgery and will have to stay home from work for 6 to 8 weeks off the foot. I think the best route is to contact you directly without a lawyer. I am not looking for anything extroadinary. Im looking for lost wages and compensation for medical bills and pain and suffering. We mostly enjoy your properties and never made any bad reviews or anything towards your business. i think the right thing is for iberostar to look at this and cover me for bills and lost wages which i think is fair.

I always use Thomson holidays to book my holidays for me and my son, with being a singe parent to my disabled son i feel confident that i am getting value for money and have never had any concerns or gripes. This year i booked with Thomas cook and unfortunately it had paled into comparison which has been really upsetting and stressful for me and my son.

i have just returned from 2 weeks in cuba cayo guillermo staying at the iberostar daiquiri and its unfortunate to say that i have nothing but complaints and feel that it really had NOT been value for money or even just with the money i paid.

* the hotel is advertised by yourselves as a 4 star 24 hour all inclusive hotel. This could nor be further from the truth. The photos and text you advertise In the brochure and online made it seem worthwhile me struggling to pay all this money over £2000! I have attached some photos for you to look at and please tell me if you think my photos look the same as yours!

* the walls in the rooms had damp and where dirty. The cushions had cigarette burns in them. The air conditioning didn't work sufficiently enough. The patio doors where really difficult to open without a struggle. None of this is anything remotely what you advertise to us as customers.

* one evening we had an infestation of ants in our bedroom which was in the wardrobe climbing all over or clothes. I went to reception to report it at 4.30pm. The man on reception waved me away saying it wasnt for him to sort out and i should go to guest services. This to me is awful and not what i want to hear when my child is distressed.

* i go to guest services and the lady there is on tbe telephone so i wait until she had finished. After 5 minutes she ours the phone down and drinks her coffee not giving me any indicating that she wants to know what i want. She then finishes her coffee and says "yes" i explain about the ants she says "we do manana (tomorrow) i explain that this is not acceptable as my son is distressed, there are ants everywhere and we are getting bitten. She then sighs and disks to someone on a walkie talkie. She puts this down and then answers a ringing telephone.

* after once again waiting until she comes off the phone i ask what is happening and she says he is doing a job now (4.50pm) he will cone straight after, i sked roughly how long this will be she says about 10 minutes. I thank her and leave.

* my son and i wait for the exterminator to come. At 9.30 he still hasn't been so i take my son for tea as the restaurant closes at 10pm. Eventually at 10.45 i get a phone call in the room to say he is inn his way. THIS IS NOT THE BEHAVIOUR OF A FOUR STAR HOTEL.

* the food in the hotel was awful. It was greasy, salty and contaminated by flies and other such things. Both me and my son had stomach problems because of this we still are not feeling well now. There was constantly raw meat on plates that had blood dripping into plates and food underneath it. Large bowls of salad had constant insects in them.

* the 24 hour snack that you claim the hotel provide boils down to a little plastic tray at the side of the bar filled with stale pastries and ham and cheese sandwiches.

* drinks where available 24 hours however there where no recognisable names and everything tasted watered down. The drinks when round the pool came in tiny little plastic glasses not even pint glasses whete available.

* i paid £150 Cuban pesos for a trip exploring Cuba. This was advertised as going to s crocodile farm, speedboat in the mangroves, food included and visiting the capital of the provence and [censor]. Firstly my son had a child wristband on but i still had to pay adult prices which if the trip was value for money then i wouldn't argue but yet again this was not the case. We had 15 minutes to spend at the crocodile farm, we had 20 minutes on the speedboat in the mangroves, we had an hour in the capital including lunch which was diabolical, this consisted of one drink a piece of chicken some rice and various fruit and salad. Then on to [censor] which was marginally better we weren't as rushed but this was such a disappointment. AGAIN. The whole trip felt rushed and the guide was more interested in reminding us repeatedly that the staff don't earn much money and rely on tips from tourists.

* the fridge mini bar in the room which is free consisted of one bottle of water 1 can of lemonade, 1 can of coke and 1 can of beer which considering neither my son or nne drink anything fizzy is ridiculous.

* the main restaurant where the Buffett was was at best mediocre. On the days when the locals where invited in which was very often we where pushed out of the way of the food and quite often there would be not much left by the time they had finished. My son found this particularly distressing as he suffers from a moderate to severe hearing loss and ask the pushing shoving and noise confused him greatly.

* i paid for premium seats both outbound and return. I have to say i can't fault the staff in the premium cabin they where genuine, thoughtful and really helped make me and my son fell comfortable. However the suitcases had the priority stickers on them but both times they didn't come out until the end which was disappointing as this asking with check in was one of the main reasons for upgrading to premium as my son doesn't handle queues very well.

* i paid for the VIP at cayo coco airport i did this through our Thomas cook rep at the hotel paying £50 pesos. Once again to keep my son away from lots of noise and queues however thete is obviousky no limit to how many you sell as when we got in there the queue was almost as big as the normal check in and once in the vip lounge we had nowhere to sit as there where to many peoole in there. Surely vip should be limited so that people feel special and comfortable. Once again this was not value for money.

* i recieved a letter prior to going on holiday that there was work going on replacing the pool tiles. As you can see from one of my pictures the times where worn down and being dug up all around the area not just at the pool making it difficult to walk throughout the hotel complex.

* behind the reception desk i noticed that the lay time they recieved a certificate from housewives was over 5 years ago. I think this is the problem as i can't believe that a company like yourselves coukd charge this much money for what is a 3 star hotel at best.

All of the above things i have found really upsetting as i really struggled to pay for this holiday but booked it in good faith that what you advertise is similar if not the same as what you get.

I went to reception about some of these things but they where unhelpful and sometimes quite rude that in the end it was causing me this much distress i couldn't continue to keep putting myself in this position.

I am still very upset, frustrated and angry that all these things have happened and that i feel and I'm sure you will agree i have not got what i paid for. If the holiday was even £700 cheaper i wouldn't be complaining but the fact that i paid over £2000 for this which is a heck of a lot of money for me.

Im angry that this has spoilt what should of been a once in a lifetime holiday for me and my son.

At this very moment in time i feel like i have quite literally been ripped off by Thomas cook. I really thought you has the same standards as Thomson.

Kelly Ward

From the 9th to the 14th we had been Guests in iberostar Hotel Djerba (received the thank you email today: [protected]@t-online.de).

BUT when we arrived, we were told, that there had been a now show at the 4th of April 2017.
?

Therefore at the 6th of April your organization / bookkeeping debited from my credit card amount a sum of circa 65 Euros.

I thing there had been a misunderstanding.

History:

The 1st of April 2017 I had booked a hotel stay for 2 persons from 9th – 14th of April in 2017 via booking.com.
Booking.com confirmed, saying that we might cancel until the 4th of april without fees. [protected] booking code from booing.com

After that, some minutes later I received another confirmation, which was put from 4th to 9th of April – something I had never ordered.
Reservation code 3B84D54E.

I had cancelled the booking immediately to avoid problems. With your manner sending "no-reply" emails I even did not know to who report the failure!
The cancellation from your side had been confirmed. Without sepses.

I booked again the 1st of April 2017 directly via your site. A confirmation was sent. Without booking number though (see attached file: send to me the 2nd of April.doc)

So question: why making us paying 65 Euros?
Why telling us at the reception that we were reported a now show at the 4th of April (wrong date and wrong statement). We showed up the 9th of April punctually around 18:00 o´clock.
Nobody had ever booked for the wrong data 4th to 9th of April – and if so: I had cancelled everything and got it confirmed.
my second booking for the same data 9-14 of april has nothing more to do with the old booking.

I stayed at the Iberostar Bavaro Resort for 1 week from March 9 to March 16, 2017. I went with my husband and son along with my sister and her boyfriend. Prior to arriving, we had booked 2 junior suites. Upon arrival, the front desk insisted we booked one junior suite and one superior suite and that if we wanted to have the rooms close by we had to upgrade and it would cost us an additional $200 US which we refused the offer but The Front desk kept insisting! I showed them our bookings and told them we had booked 2 junior suites. They took about 10 mins to review and then returned to us and told us it was ok.I didn't mind them offering it to us but if a customer says no Thank You. Please don't be pushy! after a day of traveling this is very tiring! / The week that we were there the owner of the Iberostar spent a couple of days at the resort doing his inspection and making sure the place was running well. You could see that the staff was very stressed and saw that it made a difference while he was there and they were more attentive/ We saw a big difference with the service//. On Monday, March 13 around 7 pm we went and eat at the buffet. My husband working in the restaurant industry noticed that a waiter was taking left over Mamajuana's shot glasses from guests table that hadn't finished their drink and emptying the leftover Mamajuana into an empty bottle. We thought the waiter was probably doing this to bring the bottle home and keep it for his own personal use. .Sadly it was not the case. When we finished our meal. The waiter then offered us some Mamajuana shots to which we replied yes. In total shock, we saw The waiter take the bottle that he had put the leftover Mamajuana in and poured it into our shot glasses and he served it to us. The waiter had a smirk and was waiting for us to drink it so he can have the last laugh. so what we did instead walk out of the buffet with the drink in our hand and disposed of it once we stepped out. I heard that business is very slow in Punta Cana but didn't find it right for him to do this. (This is not acceptable) So, for this reason, I and my family will not be returning. We paid $1800 each Canadian (and we were the total of 5 people) and we expect to get good quality and we had to drink someone else left over a drink. It is not right! So to save a couple of dollars now you will loose lots of money because I will make sure to spread the word for no one to stay at any Iberostar! Please advise your staff that people are not stupid. I feel like I wasn't taken as a real fool.

My name is anna maria pannella. I had made a reservation to stay with my family at the hotel from december 29 through january 5. Our airline canceled the flight to mexico with only a few hours left for our departure. I tried to contact the hotel and explain the situation but after several hours of going back and forth the hotel was less than friendly and imposed a cancellation fee even though we were not responsible for the cancellation.

I even tried to modify our booking by shortening our stay from january 1 though january 5 as a result of the flight cancellation. Again the hotel did not make an effort to accommodate us. I was told that I needed to cancel my reservation, pay for the cancellation fee, and then rebook a new reservation. After much pressing, I was eventually told that there no rooms available for the new period I had requested (I am still puzzled as to why that would be as I had already paid for the room).

I have been underimpressed to say the least about the lack of professionalism of the staff (From the concierge to the hotel manager s with whom I spoke).

I have attempted to contact the hotel customer service number and general email on several occasions, I have received no reply. I am now again requesting that you do the right thing and refund me for the cancellation fee which should not have been charged to start with.

I'd appreciate it if you would reconsider your position.

Regards,

Anna pannella

I stayed at the iberostar rose hall suites in Jamaica with 7 other people in 2 rooms from 3/8/17 to 3/12/17. The incident occurred on 3/11/17 when someone entered my room at 2:00AM. The person was in my bathroom when my husband awoke to her going through our toiletry bags. She was drunk and belligerent and refused to leave my room. I called the front desk to get security up to my room. I had to call 4 times only for them to tell me that security wasn't answering their phone. Then my father in law in the adjoining room called as well. It took 15 minutes for someone to arrive. They tried to get the woman out of my room but didn't successfully so I had to push her out into the hall as my children were crying and scared by this experience. The next day management blamed me for this incident saying I left my door open. No apology or assistance was given to me or my family for this scary experience. The door closes and is suppose to lock when you enter the room. Why would I enter my room and not close the door? Maybe the lock on the door was defective. What happened to respecting the client or customer? MY kids were afraid to stay at the hotel especially to sleep at night. I think this matter needs to be addressed and we should be compensated for this matter. Unless something is done to appease us I will never stay at another iberostar again and will tell all my friends/family to avoid them as well.

I have paid a lot of money and booked a room via IberoStar! I was supposed to get some extra discounts for some luxury facilities but when I arrived at the place I was told that was not included!
The biggest scam ever! When I spoke to the hotel manager he said that there was probably a mistake on the website and that I have to pay additional money for spas and other things!
Will never use these hotels again! For all the money I paid I got only a luxury room and that's all!

My wife and I stayed at the Iberostar Cozumel for 7 days from Dec [protected]. We had a pack of 2 - 4 Gigabyte memory cards and a waterproof camera stolen from our room by the housekeeper the last night we were there. The management did not seem to care that their staff was pilfering guests rooms instead choosing to blame their guests for not remembering to lock every single valuable thing they have up in the little shoebox safe. It would seem based on what I have read in other reviews that the maids understand that it is open season on anything in the room not locked up in the safe. Iberostar needs to take some responsibility for the actions of their staff and quit blaming guests. Unless you are sure that you will not forget to put EVERYTHING of any value in safe EVERY time you leave your room for anything - don't stay at the Iberostar in Cozumel. It's not so much the value of what was stolen that gets me - it was all the video's from our scuba diving and time at the resort as well as other photos etc (8 gig memory card was in the camera) that we cannot replace. Stealing guests things just before they need to leave to head back to their country is one of the dirtiest bloody tricks I know of.