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Review of Iberostar Cozumel

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Iberostar Cozumel
Ranked #9 of 52 Hotels in Cozumel
Certificate of Excellence
GreenLeadersGold level
A TripAdvisor Member
11
Reviewed January 1, 2013

Great place to spend a holiday. Service was friendly and helpful. Very clean and safe. Quiet and spacey on beach and around pool. Only problem were the beds. They were uncomfortable and matresses were poor quality. Otherwise if you can sleep on anything and don't have back problems, its a great place to spend a holiday.

  • Stayed: December 2012, traveled with family
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Review collected in partnership with Iberostar
1  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Cozumel, responded to this reviewResponded January 15, 2013

Dear Guest

On behalf of all the staff and particularly the general manager we would like to thank you for choosing Iberostar Cozumel for your recent vacation and also for taking the time to write your reviews to us and the rest of the online community.

We are delighted to hear that you had a special vacation and that we have contributed to making you feel like a star at Iberostar ;-)

We are glad to hear that your experience with us regarding the level of service reached your expectations. Indeed, your well being and your entire satisfaction is our primary goal.

We take into account all the comments you brought to our attention, specially the one with the bed.

We would be more than happy to welcome you back to your home away from home Iberostar Cozumel.

Best Regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,633 - 2,639 of 5,071 reviews

Reviewed January 1, 2013

The grounds here are beautiful and the individual 8 plex units are nice. I found to food to be good but not to rave about. The beach was nice but the coast line is rocky, No sand at the water line. Good snorkling and scuba, beautiful water. The pool was colder than the ocean.

Room Tip: Found the grounds, hard to find your roon. Everything looks the same. Choose a room close to the lob...
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  • Stayed: December 2012, traveled as a couple
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2  Thank Phil H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Cozumel, responded to this reviewResponded January 15, 2013

Dear Guest

Thank you for choosing to stay at our hotel and for writing a review on Trip Advisor about your experience in the Iberostar Cozumel.

We feel honored to know you enjoyed our facilities and that you appreciate the environment. For us it is also important to know that you valued the accommodation and the services that we offer.

Regarding the beach it is true that the entrance to the ocean is rocky, for that reason we have a ladder on our pier because so that guests can access easily. We cannot change in anyway the entrance to the ocean as we are located in a natural protected area.

We are confident that for your next vacation you will give us the opportunity to serve you again in your home away from home Iberostar Cozumel.

Best Regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2013

The property is really beautiful and everything is a short walk. The rooms themselves are just average but the location is perfect for diving or snorkeling. For the most part the food is barely average with limited selection that repeats often. The staff more than makes up for any shortcomings and are the friendliest of any resort I have visited in Mexico.
I would definitely return, but for a shorter period. Eight days was too long for this resort, but five would be perfect.

  • Stayed: December 2012, traveled solo
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Review collected in partnership with Iberostar
1  Thank JoeyT4U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Cozumel, responded to this reviewResponded January 15, 2013

Dear Client,

On behalf of the general manager Mr. Axel Paeckel we would like to thank you for choosing Iberostar Cozumel for your recent vacation and for taking the time to share with other travelers your experience in our hotel.

Your comments about the staff are very important for us, and we will tell our co-workers your opinion about the great job they made as they contributed to making your vacation a great on.
We appreciate you sharing your impressions about our services because they give us the opportunity to improve, which is the goal of Iberostar. We will be sharing all your comments to the staff involved and especially the ones about the food to our Chef and we assure you that we will work on them for your next visit.

It strengthens our determination to read from your review that you enjoyed our grounds, our services and also the wonders of the Cozumel Island like the snorkelling and diving.

We look forward to your next visit to our hotel Iberostar Cozumel; do not hesitate in contact us if you need any assistance prior to your arrival.

Best Regards,

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Reviewed January 1, 2013

Although I had read mixed reviews on this resort and was not expecting to have a 5 star stay, I was pleased with our vacation. The rooms are very small but really fun layout with the bungalow style setting. The food was authentic Mexican cuisine and was expected. The service of almost all of the staff ws very nice. We stayed through Christmas and they were very festive and entertaining to the guests. Even had a Santa bring gifts to those guests who wanted to drop off items at the front desk. We had stayed with Iberostar for over a decade now and was very pleased to receive the accommodation and service that we have come to expect. The new theater was wonderful also. We will be booking our next stay at the Iberostar resort in Playa De Carmen.

  • Stayed: December 2012, traveled with family
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Review collected in partnership with Iberostar
1  Thank frick100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, QUALITY MANAGER at Iberostar Cozumel, responded to this reviewResponded January 8, 2013

Dear client

First of all we would like to thank you for taking the time to share your valuable feedback regarding your recent stay at Iberostar Cozumel.

We are especially pleased to see that you enjoyed the hotel’s settings and surroundings. It is an honor that you had a nice time with employees; we will especially compliment them for all their effort. Our team is constantly working to provide the best possible experience to our guests.

We are glad to hear that your experiences with us regarding the level of service pass your expectations. Indeed, your well being and your entire satisfaction is our primary goal,

We look forward to be able to offer you our hospitality again in the future

Best Regards

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 31, 2012

This is the second time my family and I have come here, and we absolutely love it. The front desk and wait staff couldn't be more friendly and accommodating. The property is beautiful, with animals like iguanas, flamingos, peacocks, geckos, cats, and more roaming around. My whole family dives and have become friends with various members of the dive staff, which are all fabulous. The reef is amazing and the boat and shop staff is very friendly and helpful. On this trip I got certified for open water diving. It was easy and painless, with excellent instruction and and a simple process. The food is good, and the all inclusive thing is very nice. It has fun activities and has things the whole family can enjoy. The other guests are interesting and very friendly. We absolutely love it, and plan to go back again!!

Room Tip: Room off of the path are quieter, and 2nd story is nice, so people aren't always walking by.
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  • Stayed: December 2012, traveled with family
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1  Thank travler488
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, QUALITY MANAGER at Iberostar Cozumel, responded to this reviewResponded January 6, 2013

Dear Client

On behalf of all the staff and particularly the general manager we would like to thank you for choosing to stay at Iberostar Cozumel and for taking your time to write a review in trip advisor about your recent stay with us.

We are pleased to hear that you like our cuisine and the surroundings your comments motivate us to continue improving it.

We will share with our employees your comments as they have formed part of your wellbeing and making you feel like a star.

We are confident that you will be staying again at our hotel.

Best Regards

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 31, 2012

Typically we stay 5 star but the reviews for Dressel divers were so good we decided to go for it. I'll try to be fair with this review. We emailed ahead and asked for a mattress topper, a second floor room and a place close to the dive shop but only got the last request. The bed is hard and the room is musty but A/C helps and works well. Room was spotless and there were plenty of pillows and towels but the floor did leave our feet dirty. No bugs in room. No hair dryer but one phone call and 10 minutes later someone was installing one. Fantastic. If we ran the shower for 5 to 10 minutes in the morning, we got fairly good hot water but in the afternoons, hot water was plentiful. C is the hot. Nights were silent.

Diving - check the review for Dressel divers.

Both my partner and I found the food mediocre to poor. If you're a vegan, vegetarian or eat only chicken like myself than finding variety is challenging. There are salad options but it is the same everyday. Meat is plentiful so carnivores (in particular beef lovers) will have no problem here. Many veggies had pork or beef mixed in, and often salads had seafood or tuna or fish. Most of the food was pretty bland. If you're not fussy, than you'll do fine. The coffee and tea are horrible, some days worse than others. The coffee isn't bad in the room. Bring your own tea.

The buffet restaurant is completely understaffed. They are always busy but many many times we had to get their attention for service. We even tried sitting by their station but that didn't help. They're always working so it isn't as if they're lazy, they just have to few for too many tables.

The grounds were well kept. We were only at the beach one afternoon and at the pool another afternoon so I can't really comment except the say the music was annoyingly loud at the pool. I was impressed that they had signs saying you couldn't reserve the beds. I didn't notice smoking being an issue and I'm fairly sensitive to that.

We had a late departure time so I asked if we could get a late checkout and was assured that we could but when we went to arrange the day of leaving, we were told otherwise. No big deal but I do wish they had told us that originally. They have one shower you can use but no hair dryer and no towels so keep your pool towel. We didn't go to our orientation session so it was an interesting process trying to figure out our departure time by van - too bad they didn't have binders with that information in it like other resorts do.

Our arrival at the airport was a good 3 hours prior and everything was closed but in an hour, staff arrived and opened up everything. I found this so impressive considering there was only one plane leaving and they still came in to open up all the stores for us.

I really thought this would be better considering the price and being an Iberostar but in comparison to the 5 stars we've stayed at, for the same price, this was really average.

  • Stayed: December 2012, traveled as a couple
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1  Thank Gbonez13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Cozumel, responded to this reviewResponded January 11, 2013

Dear Client

On behalf of all the staff and the General Manager we would like to thank you for choosing Iberostar for your recent vacation and also for taking the time to share with us and the rest of the online community your comments about your experience with us.

We would like to apologize for all the inconveniences you encountered during your stay.

Regarding the issue about the room requests, unfortunately we cannot ensure a specific room or area as we depend on the availability we have on the arrival date of the client. We can assure you that our front desk manager does as much as he can to complete the requests but they are not always possible to comply with. Concerning the mattress topper, unfortunately we only have a certain number of them, so again, we depend on their availability.

We are concerned to read that your experience with us did not live up to our usual level of service, especially concerning the food quality; we already shared it with our chef and restaurant manager in order to improve and enhance the quality. Your wellbeing and your entire satisfaction is our primary goal.

Regarding the issue about the late check-out, we depend on the occupancy that the hotel has at the time, sometimes during peak seasons it is impossible to offer the late check out. However we apologise for not giving you this information in the first place as would correspond.

We appreciate you sharing your impressions because they give us the opportunity to improve and offer a better service.

We hope to be able to offer you our hospitality again and show you our improvements.

Best Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 30, 2012

So I was thinking that from the pictures and other reviews that possibly this would be an OK place to stay. We were not looking for the lap of luxury however nothing that was going to be this terrible. First off the entire resort is smoking. NO non-smoking rooms or even areas are dedicated so if you are a healthful person at all stay away from this place. This was noticed right away in the smoke filled lobby when we entered. When in our room we noticed ashtrays and a INTENSE mold smell from our room (they have had hurricanes in the area but i'm assuming the resort just "let it dry naturally") It was unbearable to say the least. After asking to move to another room (across the entire resort and they didn't help with the bags either!) it was the same if not worst then before and we were tired of moving so we just had to deal with it. The rooms are tiny and bathrooms very tight. I could imagine the beds in prison being more comfortable. It's a stretch to even imagine a good nights sleep with bedsprings stabbing every inch of your body. They brought us some "foam" to help that smelled so bad like rotten meat i couldn't sleep next to it and just ended up taking it off. Upon unpacking my brother broke a glass bottle of beer (provided by the resort in the mini fridge, one of the ONLY plusses). After calling the front desk 3.. yes THREE times my mom went to get a broom. After my moms efforts they said they would clean up everything and send someone right away. We decided to head over to the buffet to eat and after spending over 2 hours out of our room it looking like it was cleaned up when we returned. Mind you this is a beach resort so naturally bare feet is common. Not even 24 hours later my brother had a huge shard of glass in his foot and it was obvious after grabbing a washcloth and running it over the floor that this was NOT done well. The food in the buffets are almost uneatable. Can't find the english explanations ANYWHERE on the food and salads are impossible to find lettuce for. They say on the website that you have your choice of "specialty dining" but what they won't tell you is you are limited to TWO reservations per room! The steakhouse was actually the only meal i was impressed with and ate the entire plate. Very good on all accords. The "Authentic Mexican" SKIP IT.. go back to the steakhouse. Nothing you can't get better at the local joint down the street in your hometown. The drinks are so weak i wonder why i paid for the all inclusive because i was starving to death so you figured even a weak drink would give you a buzz but alas.. even the wine was probably very low alcohol or watered down with grape juice. The beach is littered with cig butts and broken shells and bottles. The diving is close and that was a big plus if not the only one. They had lots of times and we never had to wait for a boat. Dive masters were knowledgable and friendly. Needless to say after all the BS i will never be vacationing at ANY Iberostar resort as long as i live.

Room Tip: NO rooms at this resort is a "good" room. Go somewhere else.
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  • Stayed: November 2012, traveled with family
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9  Thank Sarah E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Cozumel, responded to this reviewResponded January 11, 2013

Dear Costumer

On behalf of all the staff and the General Manager we would like to thank you for choosing Iberostar Cozumel and also for taking the time to write your valuable feedback on your recent vacations with us.

First of all I would like to apologize for all the inconveniences you encountered during your stay at our hotel.

Regarding the non smoking rooms I would like to inform you that we do have some non-smoking buildings such as # 21 or 89, there were probably occupied at the time but nevertheless I apologize for the misunderstanding.

With regard to humidity, as you mentioned in the Caribbean and especially in the Cozumel island the humidity is really high but we do have ozone machines that take out the humidity from the rooms as well as maintenance all year around.

We are deeply sorry for your disappointment on our cuisine. We would like to let you know that we are working on it and taking this matter very seriously, as we always strive for service excellence. We already shared your impressions with our chef in order to improve and enhance quality. Indeed, your well being and your entire satisfaction is our primary goal.

Finally, we have opportunities to improve and we will use this feedback as a learning tool, we take into consideration all the comments you brought up to our attention, and we will definitely work on them.

We hope to have another opportunity to welcome you and enhance your experience with Iberostar.

Best Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Iberostar Cozumel

Address: Costera Sur, km. 17,785, Cozumel 77600, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Beach Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Cozumel
#5 Top resorts Hotel in Cozumel
#5 On the Beach Hotel in Cozumel
#6 Spa Hotel in Cozumel
Price Range: $146 - $431 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Iberostar Cozumel 3.5*
Number of rooms: 294
Official Description (provided by the hotel):
Directly on the beach, in a rocky, coral–filled cove with unspoilt waters. A paradise for diving and snorkelling. Sub-tropical mangrove forest. Bungalows in typical local style. Second-largest reef in the World. ... more   less 
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Also Known As:
Iberostar Cozumel Hotel Cozumel
Cozumel Iberostar
Iberostar Cozumel Mexico

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