We have been to several resorts, and wont go back to this one. Lots of pros and con. the pros: Beautiful grounds, clean pools, friendly staff, good maid service, awesome wildlife. taxis available, and car rental at site. CONS: we requested (IN JUNE) to be by the pool due to handicapped person in our group of 4. (end January)(they put us the furthest away from the pool and food) said they cant honor all requests!! He FELL the first night trying to walk. We asked about a wheel chair, and the said there is a 'daily charge' ! This place has plumbing issues, our toilet wouldnt flush/same with others in our buiding, sink didnt go down. buildings need updates, food is cold, and they need normal foods, and there arent NAMES on the foods, i wanted to eat the salads, but there werent names, i cant have seafoods, but never knew what things were. so many people were upset about the non-labeling of food. Oh, and the restaurants Close at weird times, DONT follow the times that are marked on the pamplet in your room, its wrong. everytime we walked up to the buffet, it would be closed, we would have to wait, then walk to the pool buffet, it was ridiculous. * the interent, most resorts have a spot were you can get a signal to make contact with your own ipad, etc. but they charge you 2.00 for 15 min, and their computers suck, i paid and never made contact with my email. its all in spanish. * the rooms were cool but the humidity was not drawn out, everything was wet in the room, moldy smelling, and wet sheets etc, all of our clothes etc, smelled moldy when we got home, so dont bother seperating, everything will need washed. * the pools are pretty and clean but not very big comparing to other resorts. and the path to places in the resort are very very confusing, its hard to get around the resort, by the last day, you will know your way around. that is if they stick you in the furthest away from everything for a week ;) *We asked them to make a local call to see if a place was 'open' , and the place never answered, they guy tried it twice. no answer... there was a charge for THAT on the room !!! local call. unreal. *There is smoking allowed most places, like the lobby, we wanted to sit there alot with the others, every time, there were smokers, and we had to move. ** TAKE US money, and lots of small bills, unlike most resorts they will not take it without a passport and when they do, they wont give you back change, they give you pasos' !! so unfair. warning !! *We used a coupon for the spa massages, they quoted us all the same charge, one couple was 19$ and they charged us 38$ now, that wasnt right, so dont trust the charges, they dont speak very good english, so look over the paperwork on everything. best part ? the wildlife, peacocks, lizards, turtles, and i liked the pier.... food, thumbs down.
we requested close to the pool due to a handicapped person, 7 months ahead of time, and they put us...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank for choosing to stay at the Iberostar Cozumel and also for taking your time to write your comments on Trip Advisor.
We are pleased to hear that you have had a great holiday and that you enjoyed the services and the settings the hotel has to offer. We will congratulate all our staff for the hard work they do.
Regarding the issue about the room request we would like to clarify that unfortunately we cannot ensure a specific room or area as we depend on the availability that we have on the arrival date of the client. We can assure you that our front desk manager does everything he has in his power to complete the request but it is not always possible. Regarding the toilet not flushing if you can help us with some more information about the dates and the room you were in, that will help us to locate the problem and fix it immediately, and avoid this inconvenience for future guests. We are really sorry that you had to suffer that problem.
We are very concerned to read about the food issue you brought to our attention: the lack of labels in the food and the temperature of the food. We have passed your comments on to our chef in order to improve and enhance quality and to our Image Department for the labeling. Indeed, your well being and your entire satisfaction is our primary goal.
Regarding your spa coupon, we apologize profusely for the situation you described; again, if you can give us further information that will help us clarify what happened with your account we would be very grateful.
All your comments are now in the hands of the different managers involved, so we can work on them. You have given us an opportunity to work on improving areas that need attention, so we thank you for bringing those to our attention.
We hope you give us the chance to show you our improvements in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.