Unfortunately became violently ill while on vacation here. There is no AC in the restaurants, food sits out in the heat creating a breeding ground for food borne illnesses. Seems many people were reporting illness and not sure the resort was taking the reports seriously. It’s more than the typical travelers illness this lasts for days & weeks causing significant dehydration. Will never go back to any resorts in this area.
Dear Guest,
We would like to thank you for sending us your feedback.
Allow us to mention that we are a company committed to excellence, relying on continuing innovation, evolution, and constant enhancement of all aspects of the services we offer. We always strive to strengthen and improve our services and procedures with the objective of offering our guests the very best possible experience. We assure you we are fully committed to our guests and to their safety and well-being. It is important to mention that we work under high standards and protocols of hygiene and quality and have inspections surrounding our cuisines and facilities.
We reiterate the seriousness with which Iberostar Hotels & Resorts takes all matters relating to the safety of our guests and our complete commitment to their well-being.
Best regards,
Quality Manager
Iberostar Waves Paraiso Beach
This is a solid 4 star resort- not 5 star. Lots & lots of kids. Pool needs a good cleaning. Food was ok- not great, not horrible- we could always find something we liked. The thing I really disliked was the service. The servers did not seem happy. We tipped all servers- every drink, ice cream & meal. Rarely did we get a smile. They just did not seem happy or want to be there. Other resorts we've been to the servers really made you feel special and we enjoyed them. Not here. Rooms were clean. I would not return. Much, much better options for the price.
Dear Guest,
First of all, we would like to thank you for your review and say that it is through feedback such as yours that we can continue to maintain our excellent standards.
Excellence in service truly is one of our strengths and we work with enthusiasm for it to remain so. We choose and train our staff following strict criteria. Customer orientation and a personalized service are essential to achieving maximum satisfaction among our guests.We thank you for bringing your concerns to our attention and we will do our best to ensure that any situation that does not meet our criteria is corrected.
On the other hand, regarding cleanliness, we have already taken note of your comments and it surprises us, as we follow a strict cleaning protocol and we are characterized for our immaculate and pristine hotels, we totally agree that correct hygiene is essential to offer a comfortable stay. We assure you that all pools comply with the strictest safety and hygiene protocols and are deep cleaned daily using certified, eco-friendly cleaning products.We regret that was not the impression that you received
We would like to say that your comments are invaluable in helping us create the ideal holiday experience and we hope that you would consider giving us another opportunity to provide you with a truly exceptional experience.
Best regards,
Quality Manager
Iberostar Waves Paraiso Beach
I recently stayed at Iberostar Paraiso Beach for a week after flying in from Germany, and while most of my experience was delightful, the last day left a sour taste.
The resort itself is stunning. The beach is really nice, the pool area is beautifully maintained, and the staff generally went above and beyond to ensure a pleasant stay. The food at the restaurants was delicious, and the amenities were top-notch. Our room was comfortable and well-equipped, providing a perfect sanctuary after days spent exploring the area and enjoying the hotel's facilities.
However, our final day was marred by an unpleasant encounter that significantly impacted our overall impression of the hotel. While relaxing by the pool, a worker approached us, informing us about the hotel's 10-year anniversary celebration and promising significant discounts for future bookings. He mentioned a VIP lunch and offered to take us to another part of the Iberostar complex for more information.
What followed was a distressing experience. After providing some personal information upon arrival, we were taken to a regular restaurant, not the VIP experience we were led to expect. Then the high-pressure sales tactics began. The managers there were relentless, pressing us to sign a contract. They employed classic "good cop, bad cop" tactics, initially proposing a contract for $89,000 and then lowering it incrementally to $4,000, all while refusing to take no for an answer.
We were given only five minutes to consider a $30,000 contract, which was incredibly stressful and unreasonable. Despite their initial claim that we could leave at any time and decline the offer, this was far from the truth. We were trapped in a high-pressure environment for over an hour, with the staff continually changing their stories and refusing to give us time to think. Even when another worker approached us under the pretense of seeking feedback, it was yet another attempt to sell us a contract.
The managers spoke as if the significant sums of money were trivial, and they misrepresented the prices of the hotel rooms. This experience was incredibly disappointing and felt like a scam. It cast a shadow over what had been an otherwise wonderful stay. While the resort itself is fantastic, potential guests should be wary of these high-pressure sales tactics and ensure they are prepared to firmly decline any unsolicited offers.
For a successful membership program, I suggest a more serious, honest, and transparent approach. Hotel management could inform customers about the membership benefits during check-in and provide a brochure outlining these benefits. This would make the process more transparent and honest, allowing guests to make informed decisions at their own pace without feeling pressured.
In summary, while Iberostar Paraiso Beach excels in many areas, the manipulative sales experience on our last day was a significant letdown. I hope the management addresses this issue to prevent future guests from undergoing a similar ordeal.
Dear guest,
It has been really good to read that you had such a great time in our hospitality and we want to thank you for sharing your experience.
Confirmation that we were able to provide you with such a wonderful holiday experience is extremely satisfying and we promise to continue working hard to achieve this every day.
On the other hand, we must say that with great concern we read that your wonderful experience was tarnished by the situation you describe. It is important to mention that at our hotel we carefully select all our employees and we take care of their continued training in order to guarantee the high standards of quality that characterize us. We aim to provide options and information to our guests without any undue pressure, and we assure you that we will share your comments with the relevant department. We will do our best to ensure that any situation that does not meet our criteria is corrected.
Please know that each and every staff member of our Iberostar team works very hard in order to anticipate and please your needs and our goal is to make everything in our hands to make your stay a memorable experience.
Once more, we thank you for writing and sharing this review of our hotel and hopefully you will give us another opportunity to see you again and offer you a memorable experience.
Best Regards,
Quality Manager
Iberostar Waves Paraiso Beach
Yanet was really fun with the volleyball activities and more other stuff. The food was very delicious at the hotel. The beach is also very beautiful and there so many different things do. There are many animals to see. The shows are really nice during the night
Dear guest,
We want first of all for you to know that we are really pleased that you had such a fabulous holiday with us and we want to thank you for sharing your wonderful experience with others.
As we work hard on a daily basis to exceed the needs and goals of our valued guests and provide them with a feeling of joy and total comfort, we are obviously flattered by your kind words.
Again, we want to express our gratitude for this wonderful feedback and hope to have the honour of serving you again soon.
Best Regards,
Quality Manager
Iberostar Waves Paraiso Beach
This review is tough because we have loved Iberostar. This was our 4th time staying at one and had bragged for years about how amazing of an experience we have had previously. From the moment we walked into the hotel I knew it was going to be different. It took 45 minutes to get checked in and our rooms were not ready. Then they told us to check in with the concierge but the concierge said they had a meeting to go to and to come back. We waited until 3:15 to go back for our room and only 1 was ready. They said they would bring us the key in 20 min. At 4:30 I called the front desk and they said 5 more minutes. At 4:45 I walked back up from building 52 by the beach to the front of the hotel and finally was given my keys to both rooms. I went back to concierge to get reservations for dinner and my gift and was told they couldn’t help me. The person I was assigned to was out until the next day. They also told me all the restaurants were booked and there was nothing they could do. At that point I’m upset because I brought my family here to experience this amazing hotel in an amazing country and we are being treated poorly. We did buy a membership while there because we were told that the treatment would improve. Mate’ is who helped us with that and the only person honestly that went above and beyond for us while we were there. One morning we had 20 min for breakfast and they turned my daughter away for her top. We saw 2 other girls in the restaurant dressed the same. I then asked for a to go box so I could feed my child before we left for an excursion. The girl was so rude and said she would have to get a manager. The manager told me they don’t allow people to take food to go…..crazy. So I found napkins and wrapped up some food to take to my child. Same daughter went to get a towel from Carlos the towel guy and he told her he could not give her a towel because we were not supposed to be getting those towels. She had to come get me to help her get a towel. I walked over there and showed him my adult bracelet and suddenly he’s handing over towels and apologizing. It was like that the whole time. Most of the staff was just annoyed we were there. The cart drivers were amazing and always friendly. The bell boys were great too. Everywhere else was terrible service. We had sand all over the floor when we first got our room after it was “cleaned”. We had ants all in our bathroom the entire time we were there. Our fridge was never stocked. No room service or snacks and you can’t take food to go. Paid A LOT of money for the Iberostar membership but not sure what I paid for as the service did not change. This was a celebration trip with my family and I left wanting to cry. Its hard when you are so excited about a trip and the hotel lets you down so much.
Dear guest,
First and foremost, we are grateful for your loyalty and we also thank you for being part of our Iberostar family.
Allow us to mention that our mission is to make every stay as close to perfection as possible, ensuring that our guests experience the most relaxing vacation and we deeply regret that we were unable to meet your expectations this time.
We will take note of the improvement opportunities that your observations offer us. Excellence in service truly is one of our strengths and we work with enthusiasm for it to remain so. We choose and train our staff following strict criteria. Customer orientation and a personalized service are essential to achieving maximum satisfaction among our guests and we are sad that during your stay we did not accomplish our goal with you.
We deeply regret any lapses in our services or facilities that may have affected your stay and please rest assured that we have taken your concerns seriously. We do not want to lose your loyalty and we hope to have the pleasure of your company in the future and fulfill all of your expectations in true Iberostar style.
Best regards,
Quality Manager
Iberostar Waves Paraiso Beach
