My husband and I recently returned from a 4 night stay at Iberostar Rose Hall Suites for our one year aniversary trip. We were all excited by the reviews and were expecting a lot but didn't get the warm fuzzy feeling that others have posted. We have stayed at a number of resorts and different chains as well and this one is honestly the bottom of the list for us.
We arrived at about 1:30 which we knew was early for check in. So that wasn't a big deal. All of the guest service representatives working the front desk looked very confused and rushed, which was suprising because there were not that many guests checking in at the time. They asked us when we reached the counter if we got our complimentary drink upon arrival, and we said no and one was then ordered for us. We are still waiting on that drink!
After checking in, the representative told us to just put our bags outside and go grab something to eat or book our dinner reservations. Well, no directions were given to find the buffet-so we wandered around looking for it. After we ate, we went back upstairs to book our reservations-that was a nightmare......Every restaurant we wanted to book was reserved for weddings or had 9 or 9:30 dinner reservations. Honestly, who wants to eat that late especially when you're coming from a different time zone? My husband had to constantly go back to the "Concierge" desk to ask about reservations.
The room: Overall-a beautiful room. No view and heard the wedding music from our room which was sort of annoying. The room was probably the coldest we've ever experienced at a resort-so that's a major plus! The bathroom on the otherhand, smelled terrible. It was mildew coming from the shower. We did call about that and the next day it didn't smell so I guess they did something to fix it. The mattress was the most uncomfortable I've ever had at a resort and the pillows were terrible. It was like my head was on a smelly rock. If you stay here, bring your own pillows! We reqested more, but they were the same.
The beach and pool area: Beautiful pool looking out over the beach. The beach and ocean was a bit rocky but once you were beyond knee deep it was sand. My husband and I enjoyed snorkeling in the early evening once the beach had cleared out-we did get to see a lot of fish, some starfish, sea urchin and I was lucky enough to see to rays right in the swim area! That was really cool! The pool was beautiful and the bartenders were a bunch of nice guys-I recommend the "Now you see me now you don't drink!" I would recommend that there be more waitresses poolside or beachside during the day. The entire time we were on the beach or by the pool-I had one come by and ask me for a drink. Because of the lack of waitstaff, cups and straws collected around the pool edge and on the beach. It definitely detracted from the overall look.
The pool towel situation: Stupid. You have to have a plastic key to get a towel. Return the towel get a towel or the key back. If your towel happens toget stollen from your chair while you are in the pool (by someone who lost theirs) they won't give you a replacement. You have to walk up to the main lobby, file a report then get a new card. Totally stupid. The towels aren't that great anyways, so who'd want to steal them?
Food: I was expecting flavorful food and was sadly disappointed. We wen to the Cajun restaurant-I had the jambalaya-no flavor-tasted like tomato sauce with rice and chicken in it. The steak place had a good steak and my husband liked his chicken. The buffet breakfast served cold waffles and pancakes for breakfast that looks like they were sitting out for a while. The Banana Bread though was awesome! Wish I could have had a whole loaf for myself! The gormet restaurant had really good lamb chops-we recommend those! The buffet for lunch and dinner-again underwhelming. No flavor or variety. The 5 lunches we ate there, we only saw jerk chicken or jerk anything twice. We stayed at Secrets last year and fell in love with Jerk sauce so we were hoping to have that same experience that we had there.
Checking out--we were never instructed that we had to get a ticket from the front desk to check out. Normally, every place we stay at we leave all the keys in the room and leave. We were already on our bus to get to the airport and they came back to us wondering where our "checkout ticket" was. Total waste of time.
Overall, the nicest employees we met were your bartenders (both at the lobby and pool). They really know customer service and always remembered us when we came back--even the next day.
Room cleaning schedule--why do they have to come so late? 4pm is rediculous. Twice, my husband and I were taking a nap and were woken up by the cleaning lady. Now don't say we should have hung our "do not desturb" sign, but we didn't have one. The houseleeper made us sign a piece of paper stating that we didn't want service. Honestly, we did but not at 4pm! The room was basically empty from 7:30-4 daily except for the one afternoon that it rained!
If you are looking for over the top service and luxury, this isn't the place for you. For what we paid for our short trip, we should have gotten a lot more for it.