We have just thoroughly enjoyed a week at the Ibserostar Cancun.
We were allocated a good room with a french balcony on the 5th floor with direct views of the sea. Although we overlooked the roof of the conference centre the view was excellent.
The room was large with two double beds and tea-coffee making facilities. The bathroom was well equipped and the shower was excellent. The room was cleaned thoroughly and the fridre re-stocked every day.
We dined in all week and found the buffet to be good. Breakfast was the best meal of the day and dinner was our least favourite - but we always found something decent to eat. The staff in the restaurant were attentive and extremely polite. Israel was great and I wish to thank him very much.
The a l carte dining was ok (ish). We did not enjoy the Mexican and found the food and service to be below par. The gourmet was ok with a good starter but the main course and the dessert was a little disappointing as compared to other ibersotar fine dining expereinces we've had. The steak house was good and we thoroughly enjoyed our meal.
The beach was amazing and you could always find a nice spot to sunbathe and chill out. The beach staff provided excellent service. We only used the pool area intermittently and always found a nice spot to relax at the end of day.
Up to now I would have give this resort a 4.5 or 5.
Unfortunatly, one issue marred the whole of our holiday. Mid week we found that money had been stolen from our safe. We had taken over 8750 pesos and during our first few days we had tipped and had approximly spend about 300-350 pesos. When I checked our money on the we found we only had 6000 pesos left. Where had all the money gone as we had been extremely carefull to re-lock the safe every time we'd used it. Customer services responded quickly to our complaint and many forms were filled! They came to the room took photographs, checked the safe with a special tool, tampered with the door and questioned us thoroughly. The person in charge was Fernando. He duly told us that he would investigate our complaint thoroughly. We contacted our holiday representative and we do know that she spoke to Fernando. He promised us an update the following day. This never happened and he ignored us every time he saw us. On the day of our departure we had to approach him and ask for an update and his response was as follows - 'there is no record of anyone opening your safe and I have told your rep!' This conversation took place 5 minutes before our airport shuttle arrived and his explanations made no sense at all. We certainly felt we were being phobed off as we know for a fact that there is a way of by-passing the electrionic system if you have a master key. Due to the timing we could not question him further and could not ask to speak to a superior. His conduct and attention to customer service was attrocious and this the first time I have mentioned a person by name when posting negative comments. This is not the first time a theft has taken place at this hotel (see 09/12). In that instance that lady lost money from her case. We duly followed the correct procedure and put money in the safe and we were made to feel that we had made a mistake and this is totally unacceptable when you pay good money for a week in the sun. In retrospect,we should have contacted the local police.
I therefore have no choice but to give my review a one star. To all readers please take of your money and I do hope that procedures in relation to keeping customers informed in relation to investigation is improved with immediate effect. Thankfully, I have not experieced this kind of treatment before and in fact when staying at an Iberostar in the Dominican Republic we arrived late evening to find that our booking had been lost. We were taken at our word and were place in a gorgeous suite for the evening free of charge. Reception staff duly sorted our problem out the following day and kept us fully informed at all time.
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- Also Known As:
- Iberostar Cancun Hotel Cancun
- Hilton Cancun Hotel
- Hilton Golf Spa Resort Cancun
- Hilton Cancun Resort