Iberostar Hotels and Resorts Overview
Iberostar Hotels and Resorts has a 2.8-star rating, derived from feedback provided by 131 customers. In the Hotels and Resorts category, it secures the 55th position out of 883 companies.
Rating
Contact Information
Website
www.iberostar.com
Phone
(833) 399-7888
General Riera 154, Palma De Mallorca, Balearic Islands, 07010, Spain
Iberostar Hotels and Resorts Reviews
JulieMaria
Complaints
I would like some one to contact me asap about the extremely dissatisfied customer service I have received In Cuba. I am appalled with the hotel both in Havana and Varadero I have used Iberostar throughout the world and never had to accept the condition of supposedly 5STAR accommodation before. This is not even 3star. Absolutely disgusting and disappointed. Ruined a 50th surprise birthday for my partner. Have now had 4 days of pure *** and nothing has changed. Look forward to your response Maria Hindle
Aide
Horrible Stay At IberoStar Playa Dorada
To whom this may concern: First off lets give credit where its due: Jose from Club Services and Yuni from Guest services are amazing and went above and beyond to help make my stay more comfortable. The service from the servers and attendants at the restaurants and bars are amazing these ppl work hard with a smile on their face to provide excellent service! Chocolate made the kids vacation an unforgettable one! Let me start off by letting you know this is NOT A 5 STAR RESORT! The check in process is just horrible! 3-4 hours to check in. The reps literally have full blown conversations while horse playing or walking back and forth with no regard to time or customer service. The hotel gets full of ghetto locals who hog up the pool and swim up bar with their screaming and partying all weekend long. Vaping and drinking and it just ruins the complete atmosphere of the hotel. The hotel has 3 floors and no elevator. It is run down and outdated. We even killed a roach in the bathroom. There are not USB charging outlets and the electrical outlets are weird and only 2-3 of them in thee room. We had an iron but no board. Bed are small and uncomfortable. AND WORSE OF ALL THE AC DOENST WORK! We complained about this all 4 days of our stay horrible humid rooms! They would send the maintenance guy and nothing would change. The AC would blow out like fan mode the room must have been over 76 degrees the whole time. At one point he told us the AC is generated by a water system and would cool more when the Disco AC turns on? What? We did not get a good nights sleep our whole stay. I struggled All of my birthday vacation. I have never stayed in a Hotel with such a horrible AC system. The pool hut attendant on the first day was extremely rude and ignored us while being on his phone. The pool temperature is hot and the pool smells bad and murky. The food at the Snack bar and buffet is repetitive and ok.(The lines are horrible because of the locals.) The reservation restaurants are pretty good. There is no room service! And in order to get drinks you must go up to bars and make lines because locals hang at the bar the whole day! You cannot take food to your room or to the beach. We made the best of our stay but we will not recommend this Hotel or return. These reviews are made by Locals that do not know what a 5 star resort really entails, we were extremely disappointed. Regards, Aide Mollinedo
Rose
I have sent a dozen emails and no one has responded from management. This is Cuba and they rely on clients as their main source of income. The arrogance and not caring is not addeptable.
Mini bars are empty in rooms. We paid for Adults Only and there were babies and children at this resort level. Management does not care about resolving anything. Our private information was given to a guest and this guest Rafal verbally abused me. Management DID NOTHING.
Chinadoll
Below Standard Resort/Very Disappointed
I stayed at the resort April/May 2022. I booked ALL-INCLUSIVE, ADULTS ONLY and paid $6,000.00, for these privileges. Upon arrival, or bar fridges were empty. We asked why, and were told they DO NOT fill the fridges anymore. We had to beg for soda pop and water behind management backs, because the pool bar server said he would get in trouble. There were families who brought babies and children. They were in the adult pool with diapers. I booked ADULTS ONLY for a reason, I was told management allows it. The biggest infraction was the butler of the family with children gave private information to a guest called Rafal and this guest posed as a hotel staff and verbally and physically threatened me. I was terrified for my life. I went to Diana the concierge who did nothing. We went to a manager of the resort, who took notes and promised to get back to me with a solution and NEVER heard a word from him. I have sent at least a dozen emails and never came back to a resolution. Is this the way Iberostar treats guests???
Anonim
People think the club membership is a scam.
My husband and I have been Black members for 7 yrs. Now, its not a scam and its not time shares! The Iberostar resort in the DR is wonderful. We get a 25% discount on rooms and each $500 cash back for our flight every year. All the shops we get 35% off. A bottle of higher end wine each night. Private beach, private bar with high end booze. Our family gets the same deal. We can also get a 10% discount for friends. I can go on and on about the service we get. Its not a scam! It just might not be a good deal for everyone. You need to have a bit of money put down up front, only downfall for some.
Janis
Phone stolen
Need someone to call me ASAP. Our phone was stolen in our room, ants crawling all over, bed not changed the sheets, patio door broken, so much more.
Harry
Misrepresented vacation
I do not know how but I was and got an email verification that I would be staying in Bravo Select. I received on November 23 and thought I would have a wonderful vacation. Apparently I need to look further in the reservation cause it was switched to Punta Cana. I do not know how to fix this without wrecking my now disappointing vacation. Hector your manager has been extremely nice, but can not put me into Bravo select. How can I get transferred to Bravo Select to get the vacation I paid for and thought I was going to get? There must be someone in charge of all 5 hotels here that can make that happen. If I need to pay more to make that let me know, it is frustrating to not get the experience you expected. It is difficult to time the time to sort it out while on vacation. I do not know how in the normal course of business Iberostar would allow an advertiser of theirs to do this bait and switch. There must be a way to easily correct this situation. Why would I spend 2800 on a vacation I would not of gone on? I still would shop for the best deal but for me to spend up to 3500 on just a week getaway to someplace warm and luxurious is what I would of done. I am doing my best to enjoy a vacation I never would of bought, and trying hard to make the best of it so I dont waste the cost of the vacation, the upgrades to fly business class.
Eve
Lost credit card
Room 2347 possibly in the room safe Peurto Vallarta Could list and found please contact me after looking for it ?addfvvvvvbvcgxxvfzbjjgvjhfvjgchhfnkdd gf sgbg
Milton
Price Guarantee, or not ???
This review is about Iberostar and their so called, "price guarantee" I am at the Infinity level with their Horizons program (about 10% discount on prices) plus they were offering a 5% discount over the Memorial day weekend. With my discounts I was able to find a price on the Iberostar website for $4861 for 10 days in September. Just to check, I went to Expedia, and to my surprise found the price of $4410 for exact same room and dates. I contacted Iberostar and included the snapshot. I asked for their price guarantee plus the additional 5% they advertise. They refused and said I was getting a special Expedia rate (Yea right!!). The very next day, I got the same price from Expedia and sent that snapshot. Iberostar does not stand by their Price Guarantee and I suggest everybody check other sites before booking through Iberostar. In the future we will go elsewhere as it is apparent Iberostar has no loyalty to customers and does not stand behind their own guarantee.
Leonard
General information
Contacting someone has been impossible. My frustration is reaching the point of cancer my trip to Punta Cana and the Iberostar
RuthRoss
Memorandum for the Record Iberostar treats Double Black Members as if we are stupid #092044 Five years ago, my husband and I joined the Iberostar, The Club. We joined, because we wanted to enjoy upgr
Memorandum for the Record Iberostar treats Double Black Members as if we are stupid #092044 Five years ago, my husband and I joined the Iberostar, The Club. We joined, because we wanted to enjoy upgrades, unparalleled service, special invitations, and the private areas. We had been enjoying our membership so much so that we upgraded to Double Black status. That is why the manner in which were handled was extremely hurtful, disappointing which ultimately left us feeling disrespected about what was supposed to be a wonderful experience that felt more like an ordeal. For our latest trip, we planned to go to Iberostar Cancun. We also invited guests. It was originally planned for March 12th. Unfortunately, due to the pandemic, we rescheduled for June. June then turned into October 9th. On October 6th Cancun experienced Hurricane Delta. On the 7th, United Airlines sent a message recommending all passengers to check in with their resorts to see if they had power and were operational. Upon their recommendation, I called and spoke to Tom, the same person who set up our transportation. He said and I quote, Yes they had a storm but there were no known problems with our resort. He did give us the option to reschedule however my response to him was, If you are saying that everything is good then there is no need to reschedule, we will be there. That was how it was left. Fast forward to October 9th. Our travel was without incident. When we arrived, transportation was there and waiting as arranged. As we were en-route to the property we began to wonder why it was taking so long to get to our destination. Unfortunately, the driver was not proficient with his English and neither were we with our Spanish so there was a slight challenge with communicating our concerns. As we arrived at the Entry Gates to the resort, it did not resemble any of the pictures on the website. As we pulled up to the main lobby, we were still trying to figure out what was going on. It NEVER dawned on us that Iberostar would switch our reservations without a proper notification of some sort. If not a phone call, maybe a text or at the very least we would have expected an email from Membership notifying us that a decision was made for us that redirected the plans we made for our trip. We simply could not believe that this was happening to us. Clearly, we were vexed with the whole ordeal but what added insult to injury was that as we desperately tried to process all of it, not one Team member from the Membership offered to explain to us what was going on. Its possible that the staff too was unaware but the lack of transparency created a very uncomfortable situation. Did we mention how embarrassing it was for us being (Double Black status) and to be treated in such a manner especially in front of our family and friends? The greatest injustice was that we were literally robbed of our ability to choose. Who does that to the very people who represent the lifeblood of their business? When it became self-evident to us that our trip had been hi-jacked by the very people we entrusted our welfare to, we felt defeated. One thing we know for certain is that we will never forget this experience or how it made us feel! It was hurtful, aggravating and disappointing because it should have never happened in the first place. All of that being said, we tried to make the most of our 5 day stay. The room that we were relegated to was just HORRIBLE. We never ever got the impression that the resort was expecting us and that was very obvious when they booked us into this room. We of course we took photos because we couldnt believe that as Double Black Members we were being treated like we were. Since December of 2019, when the reservations were made, we were looking forward to a more urban setting with an oceanfront view. We decided to upgrade to a villa to limit the amount of walking for my husband. He recently had surgery on his frontal quad tendon and we were anticipating a more private and relaxing getaway. However, we wound up at a massive resort, no oceanfront rooms, no Villas, merely a room with no views except of the massive mosquitos and varmints. The staff at The Club really tried their best to make our stay as pleasant as possible but we honestly could never shake the feeling that we were someplace that we never agreed to be. We understand that none of us can control Mother Nature and traveling safely to vacation spots wherever that might be is a risk during the threat of Covid. To be clear, we expect Iberostar to make good on this monumental screw up by compensating us with another trip on the level and scale that every Double Black Member is deserving of. All things considered, that is fair. We are expecting a response and a resolution from the corporate office within the next 10 days. Thank you in advance for your time, Kevin, Ruth and Karmella Rose Edmonds #092044
KIRA
After 18 years of being a loyal Puerto Plata Iberostar customer , I would NEVER recommend this hotel to anyone:EVER
I have been debating whether or not to write this review, but the more I think about what happened on our last trip, the world needs to know what they are in for. My husband and I have been going to Iberostar in Puerto Plata DR for over 18 years. We have been there for over 100 visits. We have recommended and brought over 30 friends and family at various times. the hotel,,staff, grounds, food and experience was obviously excellent for us to spend all of our vacations there and over a hundred thousand dollars. We went for the week before Thanksgiving 2019 with my parents. We were treated excellently like always because most of your staff has been there for as long as we have been going. The food was excellent, as usual and everything was fine until.................................... THE WEEKEND. You were at 325 capacity with foreigners, which is very low, but we were happy, because it was quiet and charming. We were told by our friends (employees) that for the weekend, over 500 Dominicans would be coming. As an aside, we moved to the Dominican 7 years ago because we love the climate and the island, and if we wanted a little get a way, we were so close to our favorite resort. To continue, the weekend check in of *** began. Apparently, a group of rooms is bought up by a Dominican company and sold to over 500 Dominicans who are not 4 and a half stars. They would not even get 1 star. The hotel turned into a frat house/malecon/Bronx night mare. The people who came for the weekend special were, for lack of a better word, PIGS. They were loud, drunk, slobs, threw garbage on the floor, treated the buffet like it was feeding time for pigs on the farm. They were loud in the rooms at 5 to 6 in the AM, moved furniture by scraping it all over the tile floor. They allowed their children to go on the balcony at 6 am and scream, waking us every morning of the weekend. We could not wait to leave. If the hotel is having financial problems like others in Puerto Plata in the off season, you do not need to cheapen your reputation with uncultured animalistic people. I heard the 300 plus foreign guests talking on the beach and they were just as disgusted as we were. I can not believe that after an 18 year run of perfection, you went down the dark side. The Dominicans who work there know exactly what the weekend would bring. We were warned, but it was too late. There is not enough xanax or ear plugs on this island to block out the nonsense. I also wish I were blind for the weekend so I could not see what went on and how the employees were treated. The Dominicans who came for the weekend get a way treated the employees like domestic servants. And in conclusion, I was embarrassed to bring my parents, who have been there before about 4 or 5 times. We were HORRIFIED. I know what an American company would do to fix this problem and make 18 year guests happy. I am not sure about the owners of Iberostar, but I feel hurt and ripped off, and feel like so much money was wasted. It took this long to write these comments because the owners need to know what is going on and that they had VERY UNHAPPY clients. I also thought it was very CURIOUS that the comment cards were given to the guests on Thursday. If the cards were given on Saturday or Sunday, I am convinced you would not get one good comment. You need to take care of this and not sell out like the other hotels here. We tried one other hotel in Puerto Plata and they had the weekend PIG special. Meedless to say we never returned and the hotel closed. Your reputation is too good to be tainted by uncultured, disgusting guests. My suggestion is to fix this slow season weekend mess. Thank you for your time and consideration on this matter. Sincerely, k desouza mizzmatequilla@***.com P.S. I am sad to say, WE will never recommend Iberostar again I am not sure if we will ever go back after 18 years because that final weekend left a horrible taste in my mouth.
MICHELLE
DONT BUY VACATION CLUB FROM THEM
spend 15k - given credits and then they steal them from you. DONT JOIN THEIR VACATION CLUB THEY ARE THIEFS AND LIERS BEWARE
H
NO "customer service"
On three separate occasions over the web, I have been trying to contact a horrible company, Iberostar, to get them to stop e-mailing me. Well, it hasn't worked (mostly because their website "cannot accommodate your request at this time.") So, today I decided to call them. As soon as I composed the number, I could tell something was wrong. It never rang on their end. Also, I couldn't hang up (I mean, I DID hang up ... but when I pick up the receiver, the line is dead). I have had no phone service in or out for the last two hours. Iberostar is EVIL! (The number I called is 855.378.9011.)
Bernyce
The Club membership is nothing but lies
We, like so many others, were under high pressure to purchase the Club Membership while we were on vacation in the DR. They told us that “we are not a timeshare”- LIE They told us we would get monthly emails with discounted rates of 20-70% off future trips to some of their resorts- LIE, we have not received these so called discounted member perks yet and have had this crap membership since January 2019. When you go to price a vacation through iberostar’s website I am being quoted prices that are “discounted” but everyone who purchases directly through their website gets the same discount, no membership required, I mean, are you kidding me? Don’t get me started on the *** timeshare points we were given with our “membership” since this is clearly not a “timeshare”. The week is worth 12 points and for both weeks we have trading power of 24. You can’t even use them to stay at iberostar’s all inclusive resorts without basically paying full price. Any trying to find a decent timeshare with 12 points, who are they joking? I wish there was someone who could get a class action lawsuit going so they stop that scams. People visit these resorts every day only to be hounded and pressured in to buying a membership that is worthless. I really enjoyed our stay at the resort and thought there was no way they would pull a scam like this on people. I guess they’ll do anything for money, even if that means losing repeat visitors to it. We are absolutely considering legal action against such fraudulent, shady behavior.
Almadelia
Iberostar
We purchased last summer and was told I could cancel at anytime. He said I could lose money but would be able to cancel. I would love to join lawsuit if any one starts one. They completely fibbed in our faces. Pleaseclet me know if you were able to cancel.