Upon arrival I was impressed. The hotel looked wonderful. HOWEVER, time we stepped up to the front desk I could tell that this place wasn't on the ball. I was there to celebrate my sister's birthday with my sister and my friend who had stayed there 5 times before this visit and she wasn't even recognized as a returning guest. That meant 5 people hadn't done there job and inputted her as a returning guest. When we got to the room I loved the initial look. It wasn't until I sat down that my initial thoughts started changing. The cushions on the sofa was horrible. It had dirt, food, sand, and white stains. Easy fix right? Called room service for sheets and blankets and was given stained blankets that looked like they had been used for 50 years and a sheet with blood stains on it. That made me not want to sleep on the let out couch nor under the covers in the bed. Go to the washroom and the toilet, which hadn't been cleaned, had a horribly stained seat. Now people when I go on vacation I rarely take house shoes but the corners, grout, and outer surfaces of the floors was super nasty. I don't know about you but I don't care to walk in anyone else's filth. My sister then decided to take a shower.. NO HOT WATER and the water pressure was super low. After complaining the toilet seat, shower head, and cushion was changed, but the floor was never mopped nor did they clean the toilet. BUT HERE'S THE KICKER.... when the cleaning manager came to review our complaints I was showing her the cushion on the sofa explaining that it was nasty and showing her the stains, when she said, "But it's a let out bed"! I couldn't believe she said that. I guess it shouldn't matter that I had to look at it, touch it, or sit on it.
While we stayed at the Suits we had no air in the elevator, woke up to no water, the toilets never flushed on the first and sometimes second try, the button to flush the toilet was falling off...it was so many issues we asked to be moved to another room. It took a little longer because out of the two elevators one didn't work for the majority of time we were there. The room offered smelled like it was molded . We ordered food and it took 2 hours to get our food and when we got it we didn't get what was ordered nor did we get all the items ordered but what we did get was attitude. After multiple complaints we were upgraded to the Grand Hotel but management didn't want to honor it. They wanted us to pay to be moved. All our problems and concerns didn't seem like problems to them at all. Am I wrong or should BASIC CLEANLINESS come with the room? If not, how much does one have to pay to get a clean room? We had paid our money and all we expected was a clean room but that's not what we got and some of the staff was rude, lazy, and unfriendly. I believe you get what you pay for but in this case I had paid a good amount of money and I wasn't getting my monies worth. I GOT GYPPED! After being moved I saw a total difference. It was as different as night and day. The staff was wonderful, the rooms was cleaner, and I felt like they cared about our comfort and happiness. The trip picked up big time after arriving at the IBEROSTAR GRAND. At both hotels they had a lot of amenities. The two spinning instructors were wonderful at the GRAND. The workout facility was very nicely equipped however one of the young ladies working the juice stand was rude. I have to send a special shout out to both the dance instructors STELLA AND CRYTAL DIAMOND WHO WERE GREAT DANCERS AND SUPER FRIENDLY. Even the food was better at the Grand and they had some of the same items as the Suites. The beach party, entertainment, and energy at the GRAND was excellent.
Because I don't feel that I should have had to have been upgraded to have a good experience from this establishment I'm giving the hotel a rating of two and I won't return to either the Suites or the Grand, NOT because of the cleanliness issues (which is reason enough to make anyone not return) but because I see it as one resort that was disrespectful, lazy, nasty, rude, uncaring, and unaccommodating. I shouldn't have been treated so well at one and like crap at the other. What happened says to me that if I can't afford the "GRAND" I wont get good treatment and that's not fair. I feel like we were cheated out of 3 days of our trip. At the Suites there was a total lack of concern for our feelings, comfort, and more importantly our experience at the resort. When you spend your time working hard to save up for a nice vacation you want a good experience. It's the experience that keeps you coming back. It's the experience that makes good memories which I'm sure we all want. I had that at the GRAND. Staying 3 nights at the Suites and fighting to get decent service totally ruined our trip . As I stated earlier my friend HAD loved this resort so much that she recommended it and had returned 6 times. Her experience had always been wonderful. That should mean something to the owners of this establishment. We spent more time fighting to get moved( upgrading to the Grand was not the idea of management but something we suggested and had to really fight for) than we did having fun. Management only tried to put a band aid on the issues not really try to fix the problems or restore our thoughts and feelings about the place. We only had 2 nights of fun which meant most of our time was wasted and ruined. The Grand was absolutely wonderful but I wouldn't have gotten the opportunity to experience the kindness and cleanliness unless I had such a horrible time at the Suites. In no way am I trying to discourage anyone to visit this resort. It's always best to have your own experience. I read many reviews from others and they had a wonderful time as my friend had many times before but that WAS NOT my experience at the Suites.
Here's a tip....
THE TIP IS....
TREAT ALL YOUR GUESTS AS IF THEY MATTER. WORK HARD TO MAKE EVERY GUEST HAVE A WONDERFUL EXPERIENCE. MAKE EVERY GUEST WANT TO RECOMMEND YOUR ESTABLISHMENT AND MAKE EVERY GUEST EXPERIENCE SEAMLESS!
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- Also Known As:
- Iberostar Rose Hall Hotel Rose Hall
- Iberostar Montego Bay
- Iberostar Rose Hall Suites Jamaica - Montego Bay