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RitMel S

High expectations, low deliverables

2.0 of 5 bubblesReviewed 1 Aug 2024
Let me be very clear, the staff and ground crews are the stars of this resort. The service is incredible and the grounds are beautiful. It saddens me that their leadership does not share their commitment to service. The resort was closing for remodeling in August but they started shutting down earlier. During our stay they went from three restaurants open to one with a limited menu. They also closed the buffet the last three days. Reminder, we paid full price but received less than 33% service. I also had a serious slip and fall that ended up being very serious and no one from management even cared to follow up with me. The manager does not even have the decency to talk to you face to face. They send out staff to hear your concerns. I had high expectations based on reviews but received an average experience.
Date of stay: July 2024
Trip type: Travelled as a couple
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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.
Online Reputation Management, Owner at JOIA Paraiso by Iberostar, responded to this review
Responded 2 Aug 2024
Dear guest,

First of all, we would like to thank you for choosing JOIA Paraíso by Iberostar as your recent holiday destination.

Allow us to mention that Iberostar Hotels & Resorts is fully committed to our guests and to their safety and well-being. We assure you that our team does everything in their hands to assist our guests in the best possible way when a situation arises. We cannot stress enough the importance of our guests’ safety in our properties, therefore, all events are treated with the utmost seriousness and care in an effort to make sure that all appropriate actions are taken.

It is important to emphasize that service orientation and personalized attention to our customers are of the utmost importance. We train our staff on a daily basis to exceed customer expectations and work according to our high standards of quality. We find it very sad to read your comments and see that we have not been able to meet your expectations and we will do our best to ensure that any situation that does not meet our criteria is corrected.

We genuinely hope you will give us another opportunity in the future to provide you with a truly exceptional experience.

Until then we wish you all the best.

Best regards,

Quality Manager
JOIA Paraíso by Iberostar

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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    72 - 77 of 9,916 reviews
    Reviewed 30 July 2024

    Rudolfo at the French restaurant was incredible! He offered us additional menu items to ensure we had a one of a kind dining experience. He took the time to listen to our preferences and made suggestions based on what we told him. Rudolfo thank you for an incredible evening. It was our favorite meal of the trip!

    Date of stay: July 2024
    Trip type: Travelled on business
    1  Thank Lauren C
    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.
    Online Reputation Management, Owner at JOIA Paraiso by Iberostar, responded to this reviewResponded 30 July 2024

    Dear guest,

    We would like first and foremost to thank you for choosing JOIA Paraiso by Iberostar for your recent holiday.

    Every day is a new and exciting challenge for us based on providing our guests with a feeling of staying at another home away from home. We sincerely appreciate your words towards our staff who are characterized by their kind and helpful manner. We will congratulate him on your behalf and we are delighted that he could enhance your stay with us.

    Again we thank you for your comments and we hope to welcome you back again soon.

    Kind regards,

    Quality Manager
    JOIA Paraiso by Iberostar

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 30 July 2024

    After a few days with family at the Maya, we went to the Grand or Joia for a few days, when the kids returned with the grandparents.

    Of the 3 days, we were sick with the stomach issues that plagued the family. The 1st day, we were just fine. Day 2, 3, and on the day that we left up until 8 days later, we were happy to eat a little and keep it in before it turned to water on the other end.
    It was awful, and only after 2 different antibiotics did the problem get stopped.

    As club members, we have written, called, told them when we were there, and we get 'oh, we are so sorry' We can't pinpoint where the problem is.

    Well, we won't be going back until the plague is controlled.

    The place is nice, luxurious, and seems to be clean...but we couldn't eat the last 24 hours that we were there because it was so bad.

    Please investigate, Iberostar!

    Sincerely,
    Rose Gold Family Member

    Date of stay: July 2024
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    2  Thank clayhudgins
    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.
    Online Reputation Management, Owner at JOIA Paraiso by Iberostar, responded to this reviewResponded 2 August 2024

    Dear guest,

    First and foremost, we thank you for your loyalty towards Iberostar Hotels & Resorts.

    As mentioned before we are truly concerned to read about the situation you describe and sincerely hope you and your family are doing well now. We reiterate the seriousness with which Iberostar Hotels & Resorts takes all matters relating to the safety of our guests. Rest assured that we work with high standards and protocols regarding hygiene and health. 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 can assure you that we are committed to the well-being of our guests. We thank you for your feedback, it is truly important to us.

    Once again, we thank you for your unparalleled loyalty and it will be an honor to host you once again in the near future.

    Best regards,

    Quality Manager
    JOIA Paraíso by Iberostar

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 29 July 2024 via mobile

    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
    Trip type: Travelled as a couple
    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.
    Online Reputation Management, Owner at JOIA Paraiso by Iberostar, responded to this reviewResponded 30 July 2024

    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

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 27 July 2024

    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
    Trip type: Travelled as a couple
    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.
    Online Reputation Management, Owner at JOIA Paraiso by Iberostar, responded to this reviewResponded 30 July 2024


    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

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 26 July 2024

    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
    • Trip type: Travelled with family
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    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.
    Online Reputation Management, Owner at JOIA Paraiso by Iberostar, responded to this reviewResponded 27 July 2024

    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

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