Name: Denying a Problem
Item: JOIA Paraiso by Iberostar
Rating: 3
Author: clayhudgins

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191alissal

68

Reviewed 29 July 2024 via mobile

60th birthday

My husband and I stayed 7/13-7/20. We stayed in room 7309. The resort is breathtakingly beautiful and I know the upcountry renovations will only make it even more beautiful. The employees are personable and amazing, they really make you feel like royalty while staying there. As wonderful as our trip was we came home and both got sick. Through the facebook groups we know there is a Cyclospora outbreak not only affecting iberostar, but others in Rivera Maya as well. I did email the resort on 7/24 and report that I was sick and they haven't acknowledged or answered my email, which others have said the same thing when they have emailed. We had hoped to return one day, but if management can't even return my email, why should I ever return there as a guest?

Room tip: The beach is pretty, but too rocky in front of this hotel to enjoy it

Date of stay: July 2024

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1 Thank 191alissal

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear Guest,

First and foremost, we would like to thank you for choosing JOIA Paraiso by Iberostar to celebrate such a special occasion and for sharing your experience with us.

We sincerely appreciate your words towards our staff who are characterized by their kind and helpful manner. We will congratulate them on your behalf and we are delighted that they could enhance your stay with us.

On the other hand, we sincerely regret knowing about the situation you have mentioned and we hope that you and your husband are feeling much better at this point in time. It is important to say that we are fully committed to our guests and to their safety and well-being. We assure you that we work with high standards and protocols regarding hygiene, health and sanitation.In order to maintain these high standards our team of Chefs daily supervises that the food is prepared with the highest levels of hygiene and quality, from the moment each dish is prepared, until we deliver it to our guests.In addition to this, we have daily inspections carried out by our Quality & Hygiene department as well as by an external company. Everything is continuously inspected, from our ingredients, temperatures, water, procedures, and every tool and equipment used for food handling.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.

We have shared your concerns with our team. We can assure that it is in our best interest to give a timely follow- up to all our guests’ inquiries.

Once more, we thank you for your feedback and we hope to see you again in the not too distant future.

Best regards,

Quality Manager
JOIA Paraíso by Iberostar

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Patricia S

1

Reviewed 27 July 2024

We will be back, best experience

I have had the best experience. We love the employees, they are so respectful and make the guest experience amazing. We love Manuel at the beach, Carlos and Xquenda, they have made such a great impression. Food was amazing, loved the steakhouse, Japanese and the Brisas. We did the events, loved the macrame class, the cocktail class and Dolce show. We had massages and they were great. Buffet has great selection.

Date of stay: July 2024

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1 Thank Patricia S

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear guest,

First and foremost, thank you for choosing JOIA Paraiso by Iberostar on your most recent vacation, and for sharing your kind comments with us.

We are honored to know that you have enjoyed of an excellent holiday and have left with wonderful memories of your vacation. Our combination of both a friendly and competent service is one of our highest priorities and we are constantly working to provide our guests with an excellent experience.

Thank you once again for your kind comment and we look forward to welcoming you back again. Until then, we wish you all the best.

Kind regards,

Quality Manager
JOIA Paraiso by Iberostar

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Joanne D

Wilkes-Barre, Pennsylvania

44

Reviewed 26 July 2024

Amazing Staff

We stayed at this resort in November 2024 and we were excited to return this summer. It was sad to find out our butler Charlie and front desk clerk Adrian no longer work there, but we found the current staff to be just as friendly and attentive.

Our butlers and concierge in building 70 were wonderful and so pleasant to deal with each day: Reuben, Luis, Antonio, Manuel, Alexander, and Marcello. They checked on us daily/nightly and took care of our individual preferences, and made sure we had rides to wherever we needed to go.

Asael from concierge in the Main Building gave us many rides to building 70 in the golf cart and was a personable on each trip.

Even though I had no intention of becoming a member, Jesus and Lolita worked with me for hours and came up with a plan that worked for us, and in the end I left a Prestige Member and cannot wait to take my next trip. Jesus was very helpful and took time to make sure everything was OK even after he went home for the evening!

Carlos in Prestige Club was very helpful when my sister got ill on a yacht excursion.

Finally, Leticia at the activity pool was fabulous! Many times I was down at the pool early by myself while the rest of my family/friends were still sleeping. She was so friendly and nice to chat with. She always made sure I had what I needed to drink.

While the workers and the beautiful surroundings are the highlight of our experience at the Grand (Joia), we all concurred that the quality of the food seemed to go down hill a bit. It wasn’t awful, just not as tasty as some other resorts we have visited in the last few years. It won’t stop us from returning and I cannot wait to go to the new Iberostar on Eagle Beach in Aruba once it opens!

Room tip: Take bug spray! The mosquitoes are quite a nuisance in the evening. They provide it I. The room, but I found Deep Woods Off worked better.

Date of stay: July 2024

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1 Thank Joanne D

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear guest,

First and foremost, we thank you for being part of our Iberostar family!

Your friendly comment is an incentive for us to continue to the best of our ability so that all our guests feel as comfortable as you were in our hospitality. The fact that you could have a wonderful time in our hotel is an excellent confirmation of our efforts. Also, we sincerely appreciate your words towards our staff who are characterized by their kind and helpful manner. We will congratulate them on your behalf and we are delighted that they could enhance your stay with us.

Furthermore, we would like to thank you for your helpful feedback and will gladly forward it accordingly on your behalf. We attach great importance to every detail available to us in order to ensure that our guests always have a very pleasant stay in our hotels.

Thank you once again for sharing your review and we hope to see you again very soon.

Best Regards,

Quality Manager
JOIA Paraiso by Iberostar

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seabass0118

Montreal, Canada

912

Reviewed 25 July 2024

The Venicia restaurant is a must!!

Incredible dinner at The Venicia again!! Don't miss the awesome Italian restaurant: Melchor and Manuel took such great care of us. Even the chef came out to meet us. The filet mignon was to die for, and the risotto was a delicacy. We can't recommend the place more, and you have to make sure to say hi the the staff; the simply the BEST!!!

Date of stay: July 2024

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1 Thank seabass0118

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear guest,

It has been a real pleasure to read this excellent review of your recent holiday with us at JOIA Paraiso by Iberostar and we really appreciate that you took the time to write and share it with us and other travelers.

The fact that we were able to exceed your expectations with our excellent standards in every area that characterize our company is of great importance to us. Also, we are delighted to read that you were very happy with our a la carte restaurant Venecia and we thank you for mentioning it. We will pass on your compliments to our team of professional chefs who work very hard on a daily basis to please our guests and confirmation that they are achieving this is always a great source of satisfaction for them.

It is therefore very satisfying for us that you have kept us in your fondest memories and it would be wonderful to welcome you back again.

Best Regards,

Quality Manager
JOIA Paraiso by Iberostar

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mec22

Saint Louis, Missouri

1432

Reviewed 25 July 2024

Not as Grand this time around

We have been to 6 or 7 Iberostar Grand’s, and this was our second visit to the Iberostar (now JOIA Paraiso) and the Paraiso has slipped a bit. First off, the workers are still fantastic and go out of their way to make the visit special. Special shout out to Rey the towel attendant, who made sure my father was OK, after a fall on the first day.

Food-Breakfast was not as good as in year’s past; just average. Lunch was good and dinner was great every night. Abraham Lopez was a fantastic server in the Gourmet, and I would recommend people ask for him to be the server. Also, it has now First come/First Serve (RSVP are taken at the Japanese restaurant). Wait times were anywhere from 30-1.5 hours so please be advised.

The negatives-Housekeeping didn’t leave-soap, TP or water two of the four days. The lack of giving out water was a little frustrating. When you get a water, it is a a big bottle water, and when they leave them it’s only two per room. You can ask the bar for more, but it’s a pain not having water in the room.

Other helpful employees: Estela at the lobby bar (quick and super friendly) Victor at the front desk, Roberto at the Gourmet and Freida.

Date of stay: July 2024

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Thank mec22

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear guest,

First and foremost, we thank you for your kind loyalty towards Iberostar Hotels & Resorts and also for choosing JOIA Paraiso by Iberostar for the second time.

We also appreciate your kind words towards our staff, whose kindness and helpfulness is one of our hotel's greatest strengths and we will definitely congratulate them on your behalf for their contribution to your wellbeing whilst staying among us and we are certainly very proud of them all.

On the other hand, it saddens us that we could not completely satisfy you on this occasion. We kindly remind you that our team is always available to assist you and make your stay much more comfortable.For future occasions do not hesitate to let us know if you have any requirements for the room, such as more water, our team will be happy to assist.

We thank you for sharing your observations with us as they are an invaluable tool that help us to enhance our service and therefore, our guests' experiences.

Once again, we would like to say how grateful we are for your opinion, and hope that Iberostar continues to remain in your holiday plans in the future. we remain at your faithful service.

Kindly,

Quality Manager
JOIA Paraiso by Iberostar

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