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Reviewed July 12, 2018 via mobile

Looked forward to an exciting holiday with white sands, crystal clear waters, luxurious accommodation and pina colada’s galore. Firstly Thomas Cook airbus bus not stocked with a full bar, no tonic for the gin, no rhubarb & ginger gin, no dark forest fruit ciders, all which l asked for, not a good start. Then Sadly it was the hotel from hell, supposed to be a 4 star when it was booked but rep on the resort said they had been downgraded to a 3, l would have said try for a 2. I had 2 Luke warm showers in the fortnight, our patio had been visibly tampered with and we couldn’t secure it, the room was tired and wall fittings hanging off the wall with corrosion on the mirror was not my ideal holiday accommodation. Plus it took 5 days to get a pillowcase!
The foyer was dirty and the sofas didn’t have any stuffing in the cushions. There was an ornamental pond which was filthy with algae, the 24hour bar stocked none to Little European drinks, Absolute vodka was the only one l seen but it was finished very quickly and didn’t get replaced. The restaurant was a den for stomach upsets, the same tongs were being used to lift raw meat and fish, this put me off and l had upset a stomach more than once. There was other issues raised with the reception, 1 toilet out of 4 was only in operation for 2 nights, this 1 toilet wasn’t being kept clean with regular emptying of the used toilet roll, the place was stinking.
A weekend rush of ‘Cubans’ visited, it was witnessed they were given full bottles of rum and served first at the bar and you had no chance at the churros cart as families would shout to order more! Didn’t get a churros yet.
However, l did raise issues with Ivan the rep, l did see improvements in the cleaning of the pond, separating tongs when handling different foods , 4 toilets were opened and pine cleaner could be smelled ( 9th day into holiday). Unfortunately no european drinks , no hot water in my room, no patio security. It’s going to take a lot of work and effort from management to get this grade up.
Food presentation did improve and there was fresh fish, meat and pasta if you are prepared to wait sometimes 1inutes to have this cooked due to the crowds. Again not a 4 star, this service may not warrant a 3 star.
Sadly l would not have any desire to return to this hotel or even an Iberostar if managers go around with their eyes closed.

Stayed: July 2018, travelled with friends
1  Thank dpatersonFalkirk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 11, 2018

Stayed 1 week at the Iberostar. Check in was fairly quick and room was ready. Porter took us to our room and assisted with our luggage. Room was very basic...no coffee maker or any information on the hotel facilities or room. The room was clean and the AC worked well. Housekeeping did a great job and we always had plenty of towels. It was a little jaunt over a couple of bridges to get to the beach but once there it was clean with ample palapas for shade. Staff always ready to assist with lounge chairs. The water was beautiful with a sandy bottom and lovely waves. Great snack bar with fresh Cooked to order lunch and the bartenders friendly and helpful. We had the Cuban and Italian a’la’ carte and both were good with delicious food and excellent service. The buffet had an enormous selection of foods that were fresh and well presented. Also enjoyed the cook to order pasta and meat stations. Service was also attentive...especially Eileen. Liked the fact that the resort is fairly small and felt safe. Evening entertainment was enjoyable. Would recommend for family vacations

Stayed: June 2018
5  Thank janice m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ada B, General Manager at Iberostar Mojito, responded to this reviewResponded July 30, 2018

Dear Janice,

Your comments and recommendations commit us to continue offering every day excellence in our services and exceed the expectations of our customers. On behalf of all the Staff of Iberostar Mojito, we really appreciate it.

We hope that in the near future to be considered again for the enjoyment of your holidays.

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed July 8, 2018 via mobile

Don’t spent one dime in this hotel,
Outside the rooms are there full of garbage. Food is terrible, restauran are dirty, service... is terrible, rooms are also ready for a renovation, it look like the have lost the hope, and gave up.

Stayed: July 2018, travelled with family
6  Thank kentlarsen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QualityMCuba, Manager at Iberostar Mojito, responded to this reviewResponded July 10, 2018

Dear Kent,

Foremost, thank you for visiting Iberostar Mojito and for bringing to our attention your concerns. We are expressing our heartfelt regret for the inconveniences you have encountered during your stay.

At our company we strive to provide an exceptional service that assures that your faith in us keeps on the next level, rest assured that your concerns have been shared with our relevant departments and will be addressed accordingly.

Anyway, the hotel management team has read your review and will work hard to avoid failing again on meeting the expectations of other guests.

Our door is wide open in case you want to give us the chance to host you under better circumstances.

Regards,

Quality Manager
Iberostar Cuba

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed July 5, 2018

Horrible food and service. Every worker expects tips and they are rude and lack common courtesy and customer service. Stayed their May 22,23. Expedia made a mistake in the booking and hotel would not honor Expedia rate since they know your are stuck. Stay at another hotel. Cant understand the good reviews. Frog in the room making noise all night. Asked them to remove they told me to catch it myself it because they are harmless. Toilet stooped working. The cleaning lady showed me how to fix it that it was going to keep happening.

  • Stayed: May 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
7  Thank policeology
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QualityMCuba, Manager at Iberostar Mojito, responded to this reviewResponded July 10, 2018

Dear guest,

Thank you very much for your comments regarding our hotel Iberostar Mojito. We regret that you did not completely enjoy your stay. We would like to apologize to you and we are sorry if your holiday seemed less than perfect. With reference to the attention received at the moment of your check in, we take note of your comment and we regret the impression experienced in specific moments. Our staff must follow strict protocols and respect all booking details. Professionalism and excellence of service are some of our strengths and we work with enthusiasm so that they continue to be so. We are sad that during your stay we did not manage to conquer you with the personalized treatment that characterizes us. We hope that you will grant us another opportunity and that we will see you at one of our hotels in the future.

Best regards,

Quality Manager
Iberostar Cuba

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed June 22, 2018 via mobile

Went to Iberostar June 3rd for a week with my husband daughter, brother and his wife. . It's a nice resort..it's small which we loved it felt so comfortable. The resort is on the older side but very clean. The maids and service do their job definitely. I had heard nightmarish stories about the food but that's not the case at all...they may not change it up everyday but it's good. I stuffed myself...breakfast the French Toast OMG. And omelets made the way u like. I personally liked the fact that there wasn't alot of people at the resort at that time so we didn't have to wait for anything. The beach is an absolute diamond...the beach is a 5 star. At one point the ocean was as calm as the pool. I had so much fun. What makes the Iberostar mojito good is the people that work there. We were relaxed and happy which was the whole point if the vacation and we didn't pay alot.☺

Stayed: June 2018, travelled with family
3  Thank MaxieOntario
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ada B, General Manager at Iberostar Mojito, responded to this reviewResponded June 28, 2018

Dear Maxie,

From Iberostar Mojito we thank you for choosing us as your holiday destination. We also appreciate your comments and the time to share your positive experience with the rest of the world.

Our staff every day strive to provide the best service, our goal is the complete satisfaction in order that you can leave with the best wishes to return.

Hoping to see you in the near future,

Best regards,

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