This was our second stay here and we have also stayed at the Grand in Jamaica, so this was our 3rd trip to the Grand brand. We were with a first time couple, another 3rd time couple and a 4th time couple. We chose the IGP because the service has always been amazing and as Jeanie51 stated in a previous review, you "felt like somebody" while staying at Grand. I really hate to write this review, because I love this brand, but I think it is necessary because not only did all of us feel this way, we met other couples there that had been several times and they felt the same.
First off, the resort is still immaculate. There is always someone painting, weeding, picking up trash, etc...
I will also add that the food has improved ten fold since our last visit, so I am glad to see management are reading the reviews.
Butler staff was very prompt the one time we need something. (extra water and clothes hangers)
Most of this will sound trivial or petty, but when you are accustomed to a certain level of service with this brand, you expect it to be consistent.
-No welcome drink waiting for us. We were lead over to the bar to get a drink ourselves.
-Check in seemed very disorganized
-Room request that was made 4 months prior by one couple was met with resistance. I have never heard an employee say "no" before, but they did. After some fuss, the room was available...why even put someone through that?
-Cockroach in 2 of the rooms
-Loss of power several times throughout the week. When one couple asked about it they looked at them like they were crazy. So, the staff went into the room and turned on every light...??? Why?
-one couple was without air one night
-no coffee maker in one of the rooms
-no iron in one of the rooms
-ice bucket in only 2 of the 4 rooms
-took several calls to get things to some of the rooms (basic things like water)
-room service messed up 2 out of 3 times
-an actual pile of feces from one of the animals on the grounds was on our balcony all week....no idea how long it was there, didn't investigate it that close.
-maids put toilet paper on back of toilet not in the holder
-housekeeping was marginal compared to the last couple times. I just don't understand how you can check someone into a room and not have a coffee maker. I understand if there are no mugs because people take those home, but still, don't you think a standard checklist should be followed?
-24 hour butler service didn't answer phone
-waited forever to get drinks at any of the restaurants. We, like jeanie51, started taking drinks with us to lunch
-Star Friends were not as friendly. We found out that some have been working almost 2 straight weeks with no days off.
- I think this is a classic case of being overbooked and understaffed. None of the return couples have ever seen this resort as busy as it was. Although I understand the business side of filling the hotel, this is no excuse to cut corners
-Now by biggest complaint, very petty, but its the little things that make your stay memorable. As a first time guest 2 years ago, things like towel animals, rose petals in the room, drawn bath etc....would await us every night we came back to the room.....very nice touch. Last year when we were in Jamaica, we were given a welcome back and thank you bottle of champagne AND a random knock on the door one night with a chocolate surprise from a smiling young lady that said "welcome back to Iberostar, we appreciate you choosing us again." We also got the towel animals, rose petals etc...each night. Now as a 3rd time guest, we couldn't even imagine what was in store for us. Well, no towel animals, rose petals, drawn bath, chocolates......NOTHING except a letter for 10% off in the gift store but with exclusions....really? Here's the kicker....the 4th time couple didn't even get a letter. Where did the consistency go?
Overall, our vacation was still nice, but it was not the vacation "experience" we have experienced in the past with this brand. As a return guest I was very disappointed. If I were a first time guest not knowing any better, I probably would give it a higher rating and chalk these things up as "well, what do you expect these days". But as return guests, I can tell you that this was mine and several couples last trip to the Iberostar brand. I really do hate saying that, because I liked the brand, but with so much inconsistency we, as well as others we talked to experienced, we don't want to chance it again.
- Official Description (provided by the hotel):
- Directly on the long, fine, sandy beach of Playa Paraiso in Mexico's Riviera Maya. Top 5-star luxury. Quiet and relaxing. Personal butler and concierge service. 24 hours all inclusive service. 4 a la carte restaurants. ... more less
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- Also Known As:
- Iberostar Playa Paraiso
- Playa Paraiso Iberostar
- Iberostar Grand Hotel Paraiso Playa Paraiso, Riviera Maya, Mexico