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“1st time at Iberostar, 3rd on island”
Review of Iberostar Cozumel

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Iberostar Cozumel
Ranked #9 of 52 Hotels in Cozumel
Certificate of Excellence
GreenLeadersGold level
Reviewed March 3, 2013

I chose Iberostar this year because I wanted the quaint "hut" experience versus big hotel experience. The grounds and resort were very nicely kept and quiet. Loved the animals, too!

My husband was disappointed with the snorkeling which is what he enjoys the most. From previous reviews I had read, the snorkeling at the resort was good. Maybe it was the week we were there or the weather, but the water was very murky & there was only an occasional fish if you snorkeled out to the far buoys. Very disappointing. Boats were many and kept the water rough & stirred up. The blonde chick at the dive shop was rude, unfriendly, and luckily a rare exception.
Pool nice, water warm, pool area chairs were occupied most of the time. I think time of year.

Food was fine, never went hungry. Dining room hostesses were very friendly, servers hard working and always busy. But it seemed to be a high occupancy at the hotel (end feb to march 2nd). Lobby always busy with guests, which I do not normally see.
We have always stayed at Fiesta Americana previously, and due to the lack of snorkeling at Iberostar resort & the resort being at the end of the island causing increase taxi rides as far as money and time, we will go back to FA next time.
TIP: make sure all of your luggage is in taxi before leaving airport & during multiple stops. The van drivers are infamous for taking luggage in & out, rearranging & dropping off wrong luggage. Cost us $50 and a day of worry, but we did finally track down our luggage. Bell hops were good, but wish management would have stepped in & taken care of it! Should not have cost us a day of retrieving it and $50!!!

Room Tip: Definitely get mattress topper, we did not get 1st night but we were so tired the bed felt good with...
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  • Stayed: February 2013, traveled as a couple
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2  Thank DonnaRN
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 March 20, 2013

Dear Guest

We would like to thank you for choosing to spend your holidays in our property and for taking the time to write your feedback on TripAdvisor.

We are proud to read from your comments that you enjoyed the different activities the hotel has to offer, the settings and surroundings and our cuisine. We are passing your comments on to the different department managers to let them know the great job the employees made.

Regarding the snorkeling at our beach, we are sorry to read that you did not enjoy it, as it is the most popular activity in our resort and usually we have a lot wild life beneath our pier. It was probably to do with the weather at the time.

We are sad you decided not to come back to our hotel but if you change your mind in the future we will be more than happy to welcome you back!

Best Regards

Quality Manager
Iberostar Mexico

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Reviewed March 3, 2013

The Iberostar in Cozumel was a beautiful resort. Really liked the little huts that we stayed in. The room was clean the whole resort was clean. Not much for a beach though. The beach was dirty and there was nowhere to swim it was all coral. I was not happy with a lot of the food. I kept running into eggshells in omlets, pancakes and waffles. Also a lot of repetition with many of the foods that they were serving daily. We ended up going out to eat many times. I also found that the staff was not very good at speaking english. It was very hard to get the drinks I was asking for. Also hard to communicate with the front desk. This is the first resort where the communication was difficult for us. Friends that came with us ended up catching some of the staff hanging out in their room when they were not there. That was a big turn off.

  • Stayed: February 2013, traveled with friends
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2  Thank Renee611
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 March 20, 2013

Dear Client

Thank you for choosing to stay with us and for taking the time to send us your direct feedback.

We are pleased to know that you really liked the settings and surroundings at the resort.

Regarding the beach area it is true that to get in to the sea it is rocky; it is one of our best features, since we are located near the reef area and we are inside a fantastic natural protected area. However, there is a ladder available in the pier for our guests so you are able to swim and snorkel.

Regarding your food concern, we will pass your comment on to our Chef in order to immediately take corrective actions where necessary and also to improve our service to exceed our guests’ expectations.

We are sorry to read that you had communication problems with our employees as a lot of guests compliment them for the great job they make. All of the staff that works in positions directly in contact with guests speaks English and other languages (Concierge, Front Desk, Reservations, Operator, Room Service, Waiters and Activities Staff). But we can assure you that we are going to check this matter more closely since the service they provide to our guests is of course really important.

Concerning your comment on staff being in your friend’s room. When this happens, in case of doubt, please do inform your concierge or front desk immediately, as we can inform you about who was in the room and why (for example, we have turndown service where our housekeepers arrange the room at night, prepare the beds for sleep, leave a small chocolate and perhaps some information of the activities for the next day, etc. It could also be someone from maintenance to fix something). In any case we can read the electronic lock to verify who has had access to the room as each room key is registered and indicates if it belongs to guests, housekeeping staff or maintenance. Our security system is very solid and please let us add our employees are registered (including metal detectors) when going in and out of the resort. So please rest assured that you are perfectly safe. However, in these cases we advise to report it immediately as your wellbeing is our primary goal.

We apologize for all the inconveniences you encountered during your stay and hope you give us the opportunity to welcome you back to our hotel in the future and show you our improvements.

Kind 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 March 3, 2013

So where to start! Excellent!! The staff, what can I say - from the waiters/waitresses, maids, bartenders, managers, and especailly the "excellenta" entertainment staff - they are there for one reason and that is to please us...Mario and Irving - Great Job everyday.."will you be my friend" :-) Food is excellent everyday - steakhouse was awesome. Rooms are a bit small - but who spends time in the room? they were spotless, and cleaned by 9.00 am every morning! Beach is rocky but thats ok - the pool is fabulous and cleaned and checked constantly. We have been to 15 other resorts from the DR, and Mexico, etc and this by far was the greatest vacation we had! Sure helped the people we met and the size of the resort is perfect for meeting everyone! We will be back for sure. Thanks to Sammy for the Scuba lession. !00% will be certified when I return!

Room Tip: Choose the 7300 series room - you are mid point to everything
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  • Stayed: February 2013, traveled as a couple
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1  Thank hanshake57
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 March 20, 2013

Dear guest

On behalf of all the hotel staff, and particularly the manager, we would like to thank you for taking the time to send us your comments on how your holiday went at Iberostar Cozumel.

We are thrilled to hear that you have had an outstanding holiday. We are extremely proud to know that we have contributed to your wellbeing and that you have felt like a “star” at Iberostar . As a committed company in delivering the best customer service, it is very encouraging to hear you very so happy with our staff. You can be sure we will forward your feedback to them, especially Mario and Irving and the rest of the entertainment team.

We are confident to see you again at your home away from home Iberostar Cozumel so we are looking forward to it!

Best regards,

Quality Manager
Iberostar Mexico

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Reviewed March 2, 2013

The resort is beautiful and the people very friendly and helpful. The rooms are small but very well cleaned. The Mexican Restaurant was fun and delicious. The buffet was good with lots of choices and not crowded. Lots of daily activities and the nightly shows were fun and well attended. The pool clean and roomy with plenty of chairs around the edges. There were plenty of bars and the drinks tasted great. The ladies at the Spa were very nice and the massage was relaxing and wonderful. Our only complaint is that you can't swim in the water at the beach as it is just too rocky and was very murky the week we were there, we went to another beach which was free but you have to pay for a taxi. It would be nice if the resort had some shuttle service to a beach and into town. Overall the resort was excellent and we had a wonderful time.

  • Stayed: February 2013, traveled with friends
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1  Thank funinthesunConcord
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 March 20, 2013

Dear Guest

On behalf of all the staff and particularly the general manager we would like to express our most sincere gratitude for choosing to stay with us and for taking the time to share your comments on your last vacation.

We are glad to read that you enjoyed the cuisine at the Mexican restaurant and the buffet every night and that you liked the different activities and services the hotel has to offer.

Regarding the beach being rocky, as a committed company with the environment and being inside a natural protected area we cannot change in any way the entrance to the ocean, being that one of our greatest assets. However, we offer a ladder in our pier so that our guests can swim and snorkel and enjoy the wonderful fauna we have.

We hope that if you visit Cozumel again, you come back to your home away from home Iberostar Cozumel!

Best Regards

Quality Manager
Iberostar Mexico

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Reviewed March 1, 2013

this was our first trip back to cozumel in almost 20 years(we usually stay on the mainland--2-4 times a year). We were VERY pleased with the resort--beautiful layout -flamingos, peacocks wild on the grounds. Because this is a dive resort, it is very quiet during the day--beach was not crowded, nor was the pool.Good service in all the restaurants--people very friendly. Entertainment staff was very personable--obviously made an effort to remember people & get them involved. 2 suggestions for hotel----allow more than 1 beach towel-I like to keep one dry! and start evening entertainment earlier.

Room Tip: 2 beds makes the rooms VERY crowded!!! usually we don't care, but after the 1st night we moved...
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  • Stayed: January 2013, traveled on business
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2  Thank Mary 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 March 20, 2013

Dear Guest

On behalf of all the staff and the management of the Iberostar Cozumel we would like to thank you for the opportunity you have given us to serve you in our property for the first time.

We feel honored to know you enjoyed our facilities and that you appreciated the environment and the wild life. Thanks for valuing the accommodation and the services that we offer.

Regarding entertainment, we used to start the show at 9:45 p.m. but we had numerous requests from our guests and the Entertainment Manager moved the show to 9:30pm and the pre show at 9:00 p.m. That way people that eat at the restaurants in the evenings can enjoy the shows too.

Regarding the towels, as you rightly said each guest receives a towel per card; however you can request more than a towel card per person at reception and that way you are able to get more than one towel at the time. We are sorry that information was not provided while you were here with us.

We look forward to your next visit to your home away from home Iberostar Cozumel.

Kind Regards

Quality Manager
Iberostar Mexico

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Reviewed February 28, 2013

This was our 5th time back, this year other family members joined us. My husband origionally chose this hotel for the location, being so close to the dive reefs. We enjoyed so much, we continue to return. We have not had a single negative experience.
We love the bungalow style of the resort. The food is very good, many options. This year we enjoyed 3 different lunck options on the beach on 3 different days. One day was paieha (spelling, sorry) another was bbq and another pasta, all that on top of already good options. We have never felt unwell after eating, and I know that is a concern when travelling.
The rooms are unique, clean and comfortable. We always ask to be near dive shop and the last 3 years we were given the specific room we asked for.
My husband enjoys diving with Dressel Divers, loves diving the reefs. Says the diving is better every year.
The entertainment is very good. You see the staff work so hard all day, then they put on these amazing evening shows.
We will continue to return.

  • Stayed: February 2013, traveled with family
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Review collected in partnership with Iberostar
1  Thank pjm2013
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 March 4, 2013

Dear Guest

We would like to express our most sincere gratitude for choosing to stay with us for the fifth time. Your repeat visits are really motivating, because it means that our management and personnel are doing things well and you feel well looked after :-)


It is gratifying to know that you enjoyed the resort facilities and the food, including the specials that the chef makes by the beach (paella, barbecue and the fideuà). We have a new Head Chef and we are happy with the changes he is making.

We are really proud to read that you really enjoyed the nigh shows and the activities offered during the day. We will share your nice comments with our entertainment staff; they will be very happy to know that you valued their hard work!

Diving in Cozumel is wonderful and we are thrilled to learn that your husband is enjoying it more and more every year.

We really look forward to your sixth visit and for the many more to come to your home away from home Iberostar Cozumel.

Best Regards from your Mexican family :-)

Quality Manager
Iberostar Mexico

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Reviewed February 27, 2013

Iberostar Cozumel is a lovely resort .Anyone who disses this place is either spoiled, picky, or totally loaded with money. Granted I was there in November when the resort was at a lower occupancy but we had a wonderful time. As others have said, the grounds are beautiful, Loved
wandering amongst the peacocks, flamingos, iguanas. The flamingos off the lobby was nice too. Took me a long time to write this review because the effort to get there was grueling. First day was cancelled due to hurricane sandy airport closure. Next day plane had mechanical issues. In stead of arriving at 9:00 am, arrived at the resort at 9:00pm. So basically my four night vacation, soon became a two night vacation. My clouded judgement has finally faded and I can focus just on the wonderful 48 hours I spent there. The pool area is clean and the staff couldn't have been nicer, especially Juan at the lobby bar. The beach and view were gorgeous. My traveling companion likes the crystal clear blue water, sandy bottom. Cozumel is a coral reef. Shoreline is rocky. Glad we brought water shoes as others had suggested. Excellent snorkeling can be found around the deck. Food is your basic all inclusive food, period. They had a lot of choices. The rooms were in bungalows, so sweet and quaint. Loved this place over your usual hotel-like accomodations. The air conditioning was so cold, we jokingly said to each other we were going to "Antarctica" when we headed back to the room. We rented a car and drove around the island one of the two days and we were so glad we did. i don't understand how people can go to a beautiful island and not explore at all. Had lunch and drinks at Coconuts. Spoke with the owner for a long while, told him of our saga to get there. He pulled out a photo album from the hurricane that destroyed the place a couple years earlier. I would definately recommend this place for the price paid. It is a unique place and I would love to go back someday.

Room Tip: Get the foam mattress topper for your bed and do tip the lovely staff that work there.
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  • Stayed: November 2012, traveled with friends
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2  Thank BEACHBUMPAM
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 March 5, 2013

Dear Client

On behalf of the management of the Iberostar Cozumel we would like to thank you for the opportunity to serve you during your recent holiday with us and for taking the time to share your comments about your stay.


It is a great honor to read your kind comments on the service provided by our employees, especially Juan at the lobby bar. You can be sure that we will share your comments with him and the rest of our co workers so they can feel motivated.

We love it that enjoyed our flora and fauna and also that you had time to explore Cozumel and all the wonders that it offers. Regarding our beach, yes, we are indeed located by the reef’s area so the entrance to the ocean is rocky. This is very representative of our hotel and as a natural protected area plus our commitment to preserve the environment, we cannot alter this, however, to make our guests’ lives easier we have located the ladder at the pier as you know, so that you can snorkel or swim and enjoy the wonderful marine life!

We are confident that you will not hesitate to come back to our lovely resort and give us the honor to serve you again in the near future, this time without the travel delays!!

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.
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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:
Fitness Center with Gym / Workout Room Free Parking Restaurant Spa Swimming Pool
Hotel Style:
#2 Green Hotel in Cozumel
#5 Top resorts Hotel in Cozumel
#6 Spa Hotel in Cozumel
Price Range: $147 - $405 (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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