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3,521
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Reviewed 4 weeks ago via mobile

First of all, I wanted to say thank you to the entertainment team. These guys are trying their hardest. Carlos (Carlitos) and Jose are very nice and kind young guys. David is amazing. So was Ayleen (sorry if I misspelled your name).

The resort was ok, definitely not 5 stars as they position themselves. The lobby is very impressive and that’s about it. The rooms are tired. I think all the efforts are now oriented towards the new building that is about to open.

The food was the same every day, even though we always found something to eat, it was our biggest disappointment as we are used to great food in Mexico. We liked Tepanyaki/Hibachi Japanese restaurant and the Steakhouse. But, overall, disappointed with the selection and quality.

The BIGGEST ANNOYANCE was that the workers at the resort, a guest service group, are peddling their time share crap all the time. As soon as we checked in one of the girls was on top of us, following us everywhere, trying to convince us to go for breakfast in order to give us free car rental, which she priced at $300. We paid $97 for a minivan for two days which we rented at La Isla plaza in Cancun.

The beach was ok. Still some seaweed. Not cleaned as well as at the hotels close by. But the washrooms around the pool area where always clean.

Lastly, the shows were the worst we have seen at the resorts so far. I know that the entertainment team was trying very hard, they were funny at times, but it still does not make up for the fact that they need a big improvement in this area.

Date of stay: November 2018
Trip type: Travelled with family
Thank Olga A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager I, Quality Manager at Iberostar Cancun, responded to this reviewResponded 4 weeks ago

Dear guest,

We would like to thank you for choosing Iberostar Cancun, on your most recent trip to the Mexican Caribbean, and for sharing your experience with us.

It pleases us to know that the friendliness of our entertainment team was one of the highlight of your stay.

On the other hand, we apologize if our The Club representatives made you feel uncomfortable as this was never their intention. We would like to mention that the Club program was recently created by Iberostar in order to honor the loyalty of our guests, however, we understand that our program might not suit all our guests, nonetheless, we thank you for your feedback as it will help us improve our services.

We hope to have the opportunity to welcome you back in the future and make your stay go beyond your expectations.

Best regards,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

The hotel is very old! The rooms are looking like a motel room. The food is disgusting and there is a poor selection. The beach is too wavy and it doesn’t look clear. I would never come back again! This hotel is never a 5 star hotel the most is 3.

Date of stay: November 2018
Trip type: Travelled with family
2  Thank Deniz D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager I, Quality Manager at Iberostar Cancun, responded to this reviewResponded 4 weeks ago

Dear guest,

Thank you so much for taking the time to share your vacation experience and your impressions about our resort.

We are deeply saddened to hear that your experience with us did not meet your expectations, we believe that our guests’ opinion provide us with useful insights, so your comments will be reviewed with our Management to work on these areas where we have room for improvement.

Regarding the rooms, we would like to mention that during the year we are constantly working on improving our facilities and we have already made some renovations, however, we do appreciate your honest feedback, rest assured that we continue improving in order to offer the best experiences to our guests.

We truly hope you can give us another opportunity to host you and offer you the excellent service that distinguishes our brand.

Sincerely,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

My husband and I are currently staying at one of the oceanfront swim out villas. They are amazing. There is no reason to have to go to the main pool. You open your balcony doors and your private pool is right there. We ordered room service our first night here and ate outside on the patio. It was very romantic. The waitresses come right up to your villa to bring you drinks. I have to give a special thanks to Grissel. She took such good care of us bringing us drinks while in our pool. She is such a hard-working,kind woman and always had a smile on her face. We told the front desk it was our anniversary, and when we came back to the room one night there was chocolate covered strawberries and champagne waiting for us. Another night there were rose petals on the bed. Such beautiful touches to make our trip extra special. Another person I want to give a shout out to is Nebai. He was our waiter for breakfast and lunch every day. He also took very good care of us. He was such a friendly person and truly made us feel like family. If you want to be spoiled and pampered, definitely book an ocean front swim out Villa. The hotel is absolutely beautiful, but it is the kind, hard-working staff that would definitely make us come back here again!

Date of stay: November 2018
Trip type: Travelled as a couple
2  Thank vanessa k
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager I, Quality Manager at Iberostar Cancun, responded to this reviewResponded 4 weeks ago

Dear guest,

On behalf of our entire team, we would like to thank you for choosing Iberostar Cancun to celebrate such a special occasion as it is your anniversary.

We are glad to know that you and your husband had such an amazing experience at our resort, and that every aspect of your stay was perfect from begging to end. Furthermore, we are delighted to hear that the attentive and personalized service of our team was the highlight of your stay. Thank you for letting us pamper you and made of your stay an unforgettable experience.

Furthermore, we assure you our staff will be so happy to hear your praising words.

It will be a pleasure to welcome you back in a close future!

Cordially,

Quality Manager
Iberostar Mexico

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Reviewed 4 weeks ago via mobile

This was the most relaxing and fun trip to cancún! We had a great experience and loved the environment. Felt very safe and they are really great about getting people involved for activities on the beach. The star friends were so incredible and you can tell that they love their job! Especially Ailynn, David, Jose, Carlos, Rodrigo, Mauricio, and all of the dancers! They had great night life and the shows were a must see!! So exciting and fun! The coffee shop was a highlight and the restaurants were a great experience! Staff was very friendly and helpful. The only negative was It was a little hot in our room at night. And i wish they would have celebrated Dia de los muertos while we visited. But overall, fabulous!

Date of stay: November 2018
Trip type: Travelled with friends
1  Thank DayTrip15468350037
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager I, Quality Manager at Iberostar Cancun, responded to this reviewResponded 4 weeks ago

Dear guest,

We would like to thank you for dedicating the time to share your opinion about your recent stay at Iberostar Cancun.

It pleases us to read your kind words about our facilities, and our friendly and attentive staff who strives to provide amazing experiences to our guests.

Furthermore, we thank you for your suggestions concerning the celebration of “Día de los Muertos” we will share your comments with our Management to take them into consideration.

Thank you again for sharing your opinion; it will be a pleasure for us to welcome you back in the close future.

Kind regards,

Quality Manager
Iberostar Mexico

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Reviewed 4 weeks ago

As a first-timer to Cancun, I couldn't have asked for a better experience! I came with 2 coworkers and we enjoyed every moment we had at Iberostar. For our excursions, we were picked up at the lobby and never had to think twice really about anything. Always felt very safe. The 24hr coffee shop was a big highlight (we are nurses so we thrive off coffee 24/7). Honestly the best thing about our trip were the staff we got to know at the resort! I want to brag on the few star friends we were able to get to know! David-- in all things he did, he brought joy and energy that could brighten anyone's day, we are so blessed to have been able to learn about his life and share in some laughs during the show! Aiyln-- she is so funny and incredibly nice! We got to sing karaoke with her on our last night and had the best time. Jose-- His smile could light up the room! Also shoutout to Mau, Carlos, Rodrigo, Aza and the dancers and star friends. We are blown away by the hospitality and fun this staff brings! The only thing that was a little bit of a negative thing was that I was very excited to be in Mexico during Dia de los Muertos and to experience a taste of that holiday in Mexico; however, the resort didn't have anything to even signify that anything was happening on Nov 2 :( And the rooms were a little hot at night. Other than that, great overall experience!

Date of stay: November 2018
  • Trip type: Travelled with friends
    • Value
    • Rooms
    • Service
1  Thank lauralieberenz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality Manager I, Quality Manager at Iberostar Cancun, responded to this reviewResponded 4 weeks ago

Dear guest,

First and foremost, thank you for staying with us at Iberostar Cancun, and also for taking the time to share your experience with us.

It is an honor to read that you had a lovely stay and that you enjoyed our Star Café every day, moreover, we are happy to learn that we were able to exceed your expectations thanks to the attentive service offered by our staff.

Our main goal is to create a memorable experience for our guests and we are so glad to know we achieved our purpose during your stay.

We thank you for sharing your experience and we cannot wait to welcome you back once again.

Best regards,

Quality Manager
Iberostar Mexico

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