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“Lovely Resort =)”
Review of Iberostar Cozumel

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Iberostar Cozumel
Ranked #10 of 52 Hotels in Cozumel
Certificate of Excellence
GreenLeadersGold level
Reviewed August 18, 2014

Beautiful grounds, pretty good snorkeling, fantastic wildlife abounding, wonderful staff (especially the Star Friends who must be among the hardest working folks on the island), great massages, comfortable rooms, and good food!! Room for improvements??? Sure, but great resort and very affordable considering that you are in paradise. One thing I would say is that when you are as far removed from town as Iberostar is a working ATM on grounds (if not several) is essential. The ATM was in-operational and was very inconvenient when we wanted to take out money to travel into town once we had gone through the funds we brought with us. We rented a Jeep reasonably through the hotel and other activities could be booked, as well. Might be cool if they had scooters and/or dune buggies available there, too. It is true the rules for making reservations at the sit down restaurants seemed a bit constraining, but we were able to make them without too much trouble. Also true there is little a/c available with the exception of our rooms (a/c worked great) and one restroom near the pool, but we are not that fancy and were happy for the most part. The Mexican restaurant was fabulous (though barely air conditioned) but we were used to eating in the open air buffets so no biggie. When we travel to Cozumel and the like we are trying to escape what we are used to here in the USA and do not expect the resorts to be like the Vegas strip on the beach, which is why we chose the bungalow-styled Iberostar with abundant wildlife tucked far away from the hustle and bustle of town. We were not disappointed and had a wonderful time. Myself, my husband, and my best-friend travelled on this trip and we will return to this gorgeous, spacious, intimate resort again...

Room Tip: We were in 8913&8914 and were very close to pool and beach ;) Rooms were clean, mimi-fridge stoc...
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  • Stayed: August 2014, traveled with friends
    • Sleep Quality
    • Rooms
    • Service
3  Thank amyanderson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear client,

Thank you for your review on TripAdvisor.

We are excited to find out that you, your husband and your best friend had a great time while staying at IBEROSTAR Cozumel. It is gratifying that you liked the layout of the hotel including the local wildlife and also enjoyed the service of our wonderful staff, especially the Star Friends team.

We are sorry that you had some inconveniences with the ATM machine, we hope this situation did not tarnish your perception of the hotel.

We hope to be welcoming you again soon at our beautiful hotel.

Best regards,
Quality Manager
IBEROSTAR México

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed August 17, 2014

I travelled with a group of 12 in August for 9 nights when the hotel was reportedly at 70% occupancy. We had 8 adults, a 2 year old, and three young teenagers. We all had a great time!!!

Food: Excellent for what you pay for it. There was something at every meal for the picky to the brave. There were hamburgers and hot dogs at lunch and dinner as well as some kind of chicken. Variety included plenty of Mexican preparations, sushi, and even caviar one night. Sometimes the salad was a bit sparse, but there was always plenty of fruit. The food at the a la carte restaurants was good, but sometimes the buffet selection was better. If you are travelling with a large group, make reservations way in advance. We only had one day we all ate together at the specialty restaurant. They appear to have a beach BBQ every week – our week was Paella which was excellent and prepared at lunchtime. Tip: They don’t announce the beach BBQ before, so you may want to ask ahead of time and, if you see them setting up a barbeque, save your appetite and get in line early.

Entertainment: This made the trip! The “Star Friends” were incredible. They come around at about 10AM to run shooting and pool activities, hang around with the guests all day (even eating lunch with whatever guest they strike up a conversation with) and then at night they are the performers hanging from hoops suspended from the ceiling and doing other incredible things. These people are amazing. It’s not Cirque de Soleil, but they try really hard and get about as close as you’re going to get in a palapa theater. The non-acrobatic performances were always amusing and fun. Don’t forget to learn the “Hey Baby” dance and get up with them. We have no idea how they can stay happy, energetic and ultra-friendly for so long, every day. One of the Friends even saw us in town and came over to say hello!!!! Wow!!!

Grounds and animals: The grounds were well taken care of. There were plenty of paths to walk down between the buildings. The stairs to the upper rooms were natural so they looked and felt a bit rickety but not enough to cause concern. Maintenance responded very quickly to a call about a light out. There is reportedly spraying for bugs on a recurring basis. The bugs were well controlled and the only issue we had was with two bee stings in our group. If you are allergic, come prepared. Cats, peacocks and iguanas roam free. Two parrots come out during the day (the green one is quite friendly and can be pet). Just a note: The only air conditioned spaces outside of your room are the Mexican restaurant and the Star Rock Cafe and it can get really hot in Cozumel.

Rooms: Rooms were clean and comfortable enough. Our king bed was very firm. The kids’ double beds were much softer. The shower was nice but had uneven temperature control. It was still quite a nice room for the money paid.

Swimming: The water in the ocean got to about 4 to 5 feet at the end of the roped area. Under the dock is packed with fish. We saw many varieties including barracuda and juvenile angelfish. The pool is well maintained and the swim up bar is great for keeping the kids hydrated. They like not having to get out of the pool to get a drink.

Diving: Dressel was great. Everyone was friendly and helpful even though we had to change our schedule a few times. Some of them even sit down at lunch with guests like the Star Friends do. Great dive sites if you’re OK with drift diving. We saw shark, rays, even a toadfish.

Room Tip: The property is pretty expansive. You may want to request to be near what you think you will use mo...
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  • Stayed: August 2014, traveled with family
    • Value
    • Cleanliness
    • Service
3  Thank Amber5176
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear guest,

Thank you for taking the time to providing us with your opinion about your recent stay at IBEROSTAR Cozumel.

We are delighted that you enjoyed the friendliness of our staff as well as the great service from Dressel Divers. We will forward your kind words to all of them as they certainly serve as a motivational tool. Thank you for pointing out your satisfaction about the variety of food offered, our Executive Chef will be thrilled to read this.

We are confident that you will be visiting our beautiful hotel again to experience our warm hospitality once again.

Best regards,
Quality Manager
IBEROSTAR México

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 17, 2014

We have stayed at the Iberostar Cozumel the past 6 years, typically in early December when prices are great. the resort is unique in that the buildings are 8 room huts. Four up and four down. They are nicely appointed but do need some updating/upgrades!
The resort is perfectly set up for divers and has its own dive shoppe (Dressel divers)! on the premises for scheduling dives and gear rentals. The resort is located in the best dive locations so the boat ride to the dive site is short. I have used Dressel dive shoppe often and give them a high 4+ out of 5 rating! Their boats are large and perfect for entering and exiting the water. The dive masters are experienced,very professional and well trained.
The rooms are set up so you can hang your wet scuba gear outdoors on the deck for drying.
The food and drink at the resort is above average for an all-inclusive and includes 4 or 5 specialty restaurants. For a 7 nite stay you are allowed 3 specialty restaurants. The nightly entertainment is typical aI entertainment. In my estimation, it is quite hokey! All in all we enjoy our stay and will return in Dec. that being said we have friends that do not dive and would not return. Again, it's a divers paradise!
We are not typically prone to rent a vehicle to site see in Mexico for safety reasons, but Cozumel is the exception. Always feel very safe and enjoy circumventing the island in what has become an annual pub crawl. Coconuts is a must see stop if only for the view and the ambience! Ask to see the family photo album if it's not offered. The resort is located about twenty minutes South of the hotel zone and downtown San Miguel. We like that in that it is pretty quiet compared to many.
My final analysis is that if you are a diver, but want a bit more luxury than the typical dive resort, then the Iberostar Cozumel May be the ideal destination!

Room Tip: If you are a diver, request as close to the dive shoppe as possible, which is on the North corner of...
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  • Stayed: December 2013, traveled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank travelsomme
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear guest,

On behalf of all the staff at IBEROSTAR Cozumel and the General Manager, we would like to thank you for choosing our beautiful hotel for your vacation once again.

We are thrilled that we were able to gain your loyalty due to the layout of our property, the services provided but above all the great dive experience you have year after year. We will forward your kind words to Dressel Divers; they will certainly appreciate the encouragement for their hard work.

We are looking forward to welcoming you again in December for another fantastic stay.

Best regards,
Quality Manager
IBEROSTAR México

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 17, 2014

My wife and I took this trip for our 25th wedding anniversary and it was great. The Iberostar Resort was fantastic. From the moment we arrived, the staff at the resort was friendly and helpful. The room was clean and modern and each day a new towel animal appeared on our bed. The mini-fridge was always restocked and new clean towels were available. The food and drinks were delicious and plenty. We dined at all 3 restaurants and never had a bad meal. The highlight was the Steakhouse on our last night. A great meal and the steaks were cooked exactly to our specifications. The bar right on the beach was also wonderful. Finally, the activities staff at the resort was unbelievable. They were some of the friendliest, most talented, and hardest working people we have ever encountered. My wife and I joked about when they slept because they were everywhere at all times. Running all the activities during the day and then putting on wonderful, entertaining shows at night. We would like to thank Patricia and Daniel specifically, they were the best. We are already talking about going back or trying another Iberostar Resort in a different locale and have recommended Iberostar to our friends and families.

  • Stayed: August 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar
Thank mttmohan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear guest,

Thank you for choosing IBEROSTAR Cozumel for your vacation and for celebrating such a special occasion as your 25th wedding anniversary.

We are ecstatic that we were able to provide you with a memorable stay due to all the amenities offered but especially due to the friendliness of our committed staff. We will forward your words of acknowledgement to Patricia and Daniel as they will surely appreciate your encouragement.

Thank you once again for recommending our beautiful property and we are looking forward to welcoming you again to any IBEROSTAR in the near future.

Best regards,
Quality Manager
IBEROSTAR México

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 14, 2014

We booked this all inclusive and excited to travel the Island. We thought that an all-inclusive would be the way to go and for the most part it was. As we arrived our rooms had a few issues but management got right on it and fixed the issues immediately while we took lunch. Which brings us to the only issue we had..the food was average...I guess we thought being on the ocean and such more seafood would be served but not so much. The buffet was large but to us gringo's not many options. The grounds, scenery were perfect to be honest. The beach was perfect till you hit the water...if you want nice smooth sandy beaches in the water then pick another resort....this beach is nothing but reef. However because of the reef the snorkeling is pretty good. Lobsters, conch and stingrays were abundant as were the fish. pretty cool to swim right there close and see such beauty. We took our own gear as we dove as well. Dressler Dives took such great care and took us to the 2 best reefs on the island. AWESOME!!

Room Tip: we booked rooms # 8601 & 2 very close to the beach but far enough away from the night time acti...
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  • Stayed: August 2014, traveled with family
    • Value
    • Cleanliness
    • Service
2  Thank George B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear client,

Thank you for your review on Tripadvisor.

We get to understand from your comments that you liked our facilities in general and the service provided which is very gratifying for us. We will forward your kind words to Dressel Divers as well; they will certainly appreciate your kind words.

We are sorry to hear that your experience with us did not live up to our usual level concerning the food and beverage quality. We already shared it with the departments involved in order to look for improvement and enhance the quality. The food variation in our buffets are part of our quality standards which the Executive Chef and his team are constantly working on.

We hope we will be given the opportunity of welcoming you back to IBEROSTAR Cozumel in the future as it would be our pleasure hosting you again.

Best regards,
Quality Manager
IBEROSTAR México

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 14, 2014

My kids have stayed here before, they wanted to go back, it is that good. I loved the place, we had an excellent room, it was close to the beach and even closer to the pool. We had to walk a little for dinner, but after eating I needed the walk. The habitat was wonderful. The evening shows were great. Kudos to those people, I stayed up past my bedtime just to enjoy the show. I would go back again.

  • Stayed: August 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar
Thank Yonnie2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear guest,

On behalf of all the staff at IBEROSTAR Cozumel and the Manager, we would like to thank you for providing us with your generous review.

We are delighted that you were pleased with the location of your room as well as the general layout of our property. We will forward your kind words to our entertainment team who will be more than pleased to receive this encouragement.

We are looking forward to welcoming you again to IBEROSTAR Cozumel for a third time.

Best regards,
Quality Manager
IBEROSTAR México

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 13, 2014

So that folks can gauge my review, we’ve been to over 30 all inclusive resorts in Cancun, Cozumel, Puerto Vallarta, Cabo, DR, Jamaica, Curacao, etc.. We typically stay at Iberostar, Riu, Dreams, Barcelo, Couples, etc type chains. And we always go with a positive attitude and have had a great time at all resorts (what’s not to like about a beach, all you can eat/drink and not being at work :-).

I have tried to my best to keep emotions out of this and be as factual as I can to help other visitors trying to make a decision to get the best value.

MANAGEMENT/FRONT DESK/GUEST SERVICES
a. Mr. Moreno (front desk manager) and his entire team (other than the lady at front desk), although polite, will not do anything to accommodate even simple requests. I asked Mr. Moreno 3 weeks before arrival for a very simple request, 2 rooms closeby on the ground floor since we were travelling with 2 kids and my 67 yr old mother-in-law with knee problems. He emails me ‘we will try to accommodate your request, but cannot be guaranteed’. When we went to check in the rooms were in 2 separate buildings, on the top floor and away from one another and the reservations were not even lumped together as one party. So obviously, he just gave us lip service and did nothing. And then they could not change rooms for 3 days when it was too late. Remember, though the top floor is nice to get to, you get to your room via handmade wooden curved stairs that is difficult for a person with knee problems. We then had to re-arrange who sleeps where since we didn’t want my in law all by herself away and upstairs.
b. Though Mr. Moreno said he would put in a request to do something small and special for my wife’s birthday, he did nothing. Most other resorts will send some flowers/champagne, etc to the room.
c. Our flight back was at 5:25pm, asked if we could have the room till 12:45 instead of the noon checkout so kids could go to the beach in the AM and then shower before leaving and the answer once again, a smile and NO!! They said we could use the common area if we wanted which is not convenient after all bags have been packed. Before we left at 2pm, we checked and our rooms were still the way we had left them, so they could have easily accommodated if they cared about their guests.
d. They changed rules on us midway through the vacation…it was 3 guaranteed restaurant reservations for a 7 day trip, they changed it to 2 after 2 days. The guest services lady was nice to accommodate us for our birthdays and even put in a request to send us a slice of cake, but it felt like she had done a HUGE favor to us by giving us 9pm dinner slots.
Their attitude is DO NOTHING special for your guests, just be polite and say no. This is the worst Iberostar I’ve been to from a management perspective-every other Iberostar, the managers try to accommodate you. Note, the regular worker-bees are very polite and nice.

RESORT QUALITY / OUTDOOR MAINTENANCE/CLEANLINESS/ETC:
a. Entire resort was without power for a full day including no water (Iberostar problem, not Cozumel wide). Every toilet was overflowing and stinking. On 3 out of 7 days, water would suddenly stop while you are in the middle of a shower or brushing your teeth (in both of our rooms) and come back 30 minutes later. Would happen multiple times during a day. The rooms don’t have a single drawer/dresser, so all your clothes have to be left outside in shelves. Their infrastructure is falling apart, like some others have mentioned.
b. We called guest services at 4:30pm that electricity in our room was not working properly. They said they would send someone to check it out. At 9:30pm when we walk into our room, we see this guy inside-took them 5 hours to send someone and that too at 9:30 pm!
c. I like the small bungalow feel to each room with its own entrance.
d. The gardens/lawns/beach are very well kept, extremely clean and the entire property is beautiful! The worker bee staff from ground crew to servers, bartenders, etc are very polite. I tip very well, but I saw them being very nice to those that did not. They have wonderful animals/birds all around the resort such as pink flamingos, iguanas, turtles, parrots, etc. The vegetation is very well kept, overall beautiful
e. They don’t have a single air-conditioned area to hang around. No lounge, game room, or any other place that is AC’d.

FOOD / RESTAURANT
a. The food quality was very nice, good service at the buffet, very clean. Food was great at all restaurants, esp liked the Star and Steakhouse. They would set up a grill by the beach every day, and put in a lot of efforts.

b. The worst part though is their formal restaurant system. There are just 5-6 tables at the formal restaurants seated at any time (esp the Star restaurant), and the only slots you will ever get is at 6:30pm or 9pm. It was funny, one person brought this up in the main lobby and around 30 other guests joined in in saying how ridiculous the entire dinner reservation system is-they just keep a handful of tables (75% of the area/tables are empty) but is such a pain getting a reservation at a decent time.

ENTERTAINMENT STAFF:
Similar entertainment quality as other resorts (good), everyone does a very good job trying to make each guest feel at home. Only one suggestion was that they started playing a song with extreme profanity during the beach party where there were 6+yr kids dancing late. They should just police this a little better.

BEACH/POOL: Lots of coral, but very nice snorkeling. But do not go there just to swim in the ocean, very rocky. You will need beach shoes, but snorkeling is great. Tons of palapas and shade and chairs, very easy to get a nice spot to sit. Wide beach and great beachside service. Pool is also great, but had become cloudy the day they didn’t have power. Lots of seating space available around it.

DISCOTHEQUE/NIGHTCLUB: This has the potential to be a very nice place, but is too big, open and too bright with the pool table on the side. What they need to do is put tall dark curtains and make the central portion a cordoned off dance area, so that it has a better club feel…..folks don’t want to be the only few on the dance floor, so when you make the dance area smaller, it feels full and invites more to get on the floor. But they have music till 2am, which is great, just very few on the floor since it is so open and bright (for a nightclub).

SUMMARY:
a. This management needs to learn from other chains including their other Iberostar resorts on how to try and be accommodating. The attitude in a customer focused business needs to be ‘how can I say yes’ versus here where they will smile and say NO to whatever you ask. Worst front desk/management team, other than the lady.
b. With the power cuts, no running water multiple times a day, bare basic rooms with no dresser, I would go to another all-inclusive over this one, unless you just want to go diving. There is no AC lounge/gameroom to go sit down for happy hour, and the lobby can get very warm since it is a ways away from the beach so no breeze. Note, I had a great time but I’ve had a great time at other AI’s also and in comparison, this is probably on the lower end of the ones I’ve been to. This is NOT a 4 or 5 * like many others have written (the Iberostar Rose Hall Jamaica for example is MUCH better in quality of resort/rooms/management helpfulness that this, though both are similar stars.
c. Restaurant reservation is a joke-both on time slots available, number of tables they serve at a time, etc..
d. Though we had a great time, we probably would have had a better time at other better resorts in Cozumel. I would pay up to 20% more to go to another resort with better management and newer infrastructure.

Room Tip: Stay in building 61, 62 or similar bldgs. inbetween the pool/beach and main area so that you have to...
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  • Stayed: July 2014, traveled with family
    • Sleep Quality
    • Cleanliness
    • Service
8  Thank Mil21Sh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Cozumel, responded to this reviewResponded August 19, 2014

Dear client,

Thank you for providing us with your informative review regarding your recent stay at IBEROSTAR Cozumel.

We get to understand from your comments that you liked the general layout of our facilities including the beach, pool, wildlife and friendliness of the staff which is very gratifying for us.

We are sorry that we were not able to fulfill your room request or your late check out, these are based on availability and unfortunately cannot be guaranteed. During your stay we had a very high occupancy which makes these requests even more complicated for us. We would like to inform you that we are currently working on remodeling some of our rooms into more spacious Junior Suites which are going to be more comfortable for bigger families.

Our policy for the dinner reservations has not been changed, if you are staying for 5 to 7 nights, you are guaranteed 2 reservations in our specialty restaurants. As you mentioned, we have the buffet and three specialty restaurants (Mexican, Steakhouse and the International) and all our guest make reservations to use the restaurants with four different seatings 6:30, 7:00, 8:30 or 9:00 p.m. Some hours are more popular than others and we do outmost to try to accommodate all our guests the best we can, but there is a specific quota per seating in order to provide a good dining experience with meals made from scratch.

Please accept our apologies for the inconveniences your experienced during you stay, rest assured that we are working tirelessly on maintaining and improving our high standards.

We hope the situations outlined did not tarnish your perception of IBEROSTAR and we will be given the opportunity of welcoming you again.

Best regards,
Quality Manager
IBEROSTAR México

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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:
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
#6 Spa Hotel in Cozumel
#6 On the Beach Hotel in Cozumel
Price Range: $145 - $428 (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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