This is our 4th time to Cancun / Mayan Rivera and I chose to stay at Iberostar Cancun mainly because of its location and the recent Tripadvisor reviews. We stayed at the Iberostar from Feb. 11 to 15 for 4 nights. Because of the short stay, Iberostar is perfect as it's only 10 minutes away from the Cancun airport. We landed around 6:30 pm and were at the hotel checking in before 7:30 pm. The check in process was efficient and the Reception staff was friendly, informative and helpful. We were upgraded to a beachfront villa room which was a very pleasant surprise. (Big Hit!) Booking dinners at the specialty restaurants at Guest Services was also very straightforward. We spent the next 3 full days at Iberostar and had great fun joining in the activities with the "Star Friends" team. Kudos to this team for making Iberostar such a fun resort to stay at. Luis, David, Jesus, Sunday (yes that is his name) and other star friends start at 9:30 am everyday to connect with guests and encourage / motivate us to join in the fun activities. They are like the Everready bunnies that just keep going until after 10 pm when the nightly entertainments shows end. (Again, A Big Hit!) A note here about the beach. While we were there, the wind and surfs were quite strong and I did not see a lot of beach related water activities. I think this part of beach is always a bit more rough than Mayan Riviera.
The quality of food at the buffet restaurant and specialty restaurants is good considering that it is an All-inclusive resort. (I'm a bit of a foodie so I do not have high expectations for all inclusive resorts). We dined at 3 of the specialty restaurants, Mexican, Steak House and Japanese Teppan Restaurant. (There is a French Restaurant that we did not try). Mexican Restaurant's food was okay but the service was excellent. At our Steak House dinner, all three of us ordered medium rare Rib Eye Steaks. Two were done perfectly and one was over cooked. We informed the server and he apologized and took the steak away. A new plate was served 10 minutes later and was done perfectly at Medium rare. (Hit & Miss for food quality!) Our dinner at The Japanese Teppan Restaurant was an interesting experience. Our reservation was for 7 pm and we arrived about 10 minutes late. We were then seated at a Teppan table with others who already have been enjoying their drinks and were almost finished eating their sushi appetizers. As soon as we sat down, we were served our sushi appetizers even before pouring water for us. Then 5 minutes later, while we have just started eating our sushi appetizers, our servers wanted to serve our 2nd course - Tempura, This is because they were serving this 2nd course to other guests at the same Teppan table. Oh yes, we still have not been asked what we would like to drink and we still have no water after being served 2 courses. I asked to speak to the Captain to bring to her attention that it seems like we're being rushed through our courses to catch up to the other guests at the table. Her reply was that it was because we were late for our dinner reservation and that's why they only hold reservations for 15 minutes. I found this response most inappropriate and told her even if we were late for 10 minutes and their own policy allows reservations to be held for 15 minutes, we should be given proper time to eat our food and proper serving etiquette like asking what we would like to drink should not be overlooked. Throughout this discussion, she did not offer any apologies. Our server however became more attentive and asked us immediately what we would like to drink with our dinner. Surprisingly when we asked for Japanese green tea, what was served was a tea cup with saucer, hot water in the cup with a Lipton Green Tea Bag. Not what one would expect in a Japanese Restaurant. By the way, the Teppan food was all overcooked. So out of the three specialty restaurants, this would be my last choice. (Definitely a BIG BIG Miss!)
The check out process was a disappointing end to our wonderful stay (despite the Japanese Restaurant experience) and could have been handled so much better. We had a couple of massage treatments on our second day and we signed chit slips to charge to our room. A note about the Spa here. The massage was expensive and overpriced for the quality of treatment. (That's why we did not go back again). However, there is no charge to use the Spa facilities (steam, sauna, soaking pool, whirlpool) and it's worth dropping by to check out. Back to the massage treatment, it was US $150 for a 80 minutes massage. I was quoted in U.S. dollars and I signed a chit slip which only had the U.S. $150 written on the slip for my treatment. However, upon check out, the chit slip had additional written conversions to Mexican Pesos converted at a higher rate than the posted exchange rate. When I asked the Reception Staff to convert it back to U.S. dollars, he said it would be approximately $165.00 to which I said that's not what was quoted to me and I signed a slip for U.S. $150 only and the massage therapist did not tell me that it would be converted to Mexican Pesos. He asked me for a copy of the slip that I signed. I told him she did not give me a copy and he said unless I can show him the slip, there is nothing he can do. I told him if the massage therapist was supposed to give me a copy but did not give it to me, then she did not do her job? And I would not lie about what I signed for on the slip. While this was going on, my credit card was already being processed for the payment so when I suggested that I just pay the U.S. $150 in cash, I was told the payment was already posted to my credit card in Mexican Pesos. By this time, I've already spent over 15 minutes dealing with this issue and our car was waiting to take us to catch our flight. I ended up just leaving the charge on my credit card in pesos (after all it was a small amount but it's the principle!). But I did tell the Reception Staff that for such a great stay, this last transaction left a bad taste with us. (Again a BIG miss!) Moral of this story is to pay cash for extra services when you can rather than sign to your room. I hope Iberostar Cancun will take my comment to heart and improve their staff training to have a consistently high level of service (too big of a variance right now), especially with their Reception Staff. Their front desk staff is their first and last impression and could rectify any problems so all guests can leave with having nothing but good things to say about the resort. Overall, Iberostar Cancun is a great spot if you want to be just in and out for some sun & fun.
- Also Known As:
- Iberostar Cancun Hotel Cancun
- Iberostar Cancun Hotel
- Hilton Hotel Cancun
- Hilton Cancun Hotel
- Hilton Cancun
- Cancun Hilton
- Hilton Golf Spa Resort Cancun
- Hilton Cancun Resort
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