Had the opportunity to spend six days at this wonderful resort during the month of June 2014. I am pleased to say the good heavily outweighed the bad experiences, but at the cost of the vacation, there should not have been any bad.
We had a party of 16 adults that stayed during this period. Upon arrival on Sunday, we were greeted in a very friendly and professional manner. Nesta (sic) took care of my bags and was generally my friendly greeting each day he was working. He was very helpful and kept a smile on his face each time I saw him.
Upon checking in, the clerk stated I was scheduled for only four days to which I advised him this was not correct. I offered to show him my itinerary but he stated he would review and make the correction. All of my problems incurred with interaction with the clerks in the lobby.
On Monday, I reported that the drinks in my mini bar were not cold. I was told they would have someone check it out. I made the same complaint at least three other times during the week and only on Friday when two gentlemen came to restock the bar was I told that "everybody's bar was the same." On Tuesday, while my spouse was using the iron, the iron literally came apart. A visit was made to the front desk and this problem was never corrected. On Wednesday I was told they would get someone to replace it and assured me I wouldn't have to pay for any damage.
On Wednesday, I was met by the housekeeping supervisor, I was advised that I was to be checking out. She advised me the key to my room probably had been changed. She had me to call 1500 who in turn requested that I come to the front desk to clear up my account as I only paid for 4 days.
I took my receipt from my travel agency with information about my flight and hotel arrangements to the office. I was treated rudely and highly unprofessional. The clerk made what appeared to be several calls, and told me to "go have a seat." This same clerk also advised me that their records indicated I paid only for four days and the problem was with my travel agent. Another couple in our party was having the same problem and they came while I was waiting in the "seat I was told to have." I make reference to the seat, because the manner in which I was told to sit was not in a friendly but seemingly; I was bothering them with "my problem."
After about 15 minutes, the clerk came out and handed me and the other party our itinerary and told us we were o.k. No apology or explanation of what the problem was.
Around 11 p.m. that night the other party I was with called me to state they had been told to bring a credit card to the front office to cover the extra days they were staying. They indicated that I would be getting a call also. Instead of waiting for a call, I went to the lobby to purchase internet time so that I could send an e-mail to my travel agent. When I went downstairs, no one questioned me about the room or my credit card.
Upon returning to my room, I used my laptop computer to begin sending the e-mail when the fire alarm sounded in the building. I immediately shut down the computer and entered the hall with other tenants some who said no one answered the phone in the lobby.
I have been diagnosed with severe COPD, however, I chose to use the exits rather than the elevator since there was a fire alarm. Upon reaching the front desk a gentleman who seemed irritated said there was no problem, just a technical difficulty. I advised him I was trying to use the internet and had to stop because of the alarm. I asked him to initial the paper he had given me in case my time had expired. He was very confrontational and kept insisting that I go back and see if I had a problem signing on. I tried to point out that I only wanted assurance that if the connection continued while I was downstairs I would be reimbursed. He finally basically threw another connection and password to me. Upon reaching my room, I was able to send me e-mail.
On Thursday, the other party that was having problems was told to bring their invoice back so I went with them and carried mine. The clerk requested they give him their invoice to check so I asked if they needed mine also. It was only then that I was advised they had received confirmation that I was cleared for the full stay. NO ONE had notified me that the issue had been resolved, let alone apologizing for the mix up which never was mine and later I was told the hotel had not invoiced US Airways properly.
Other than these two and a half days of frustration, I had one of the greatest vacations in my life. As stated earlier, Nesta (sic) was awesome. Jean and others in housekeeping for the fourth floor were very courteous. Yanni(sic) in the Jambalaya restaurant was super. Barbara and Kadeem should be given a promotion immediately if I had a vote for their services and friendliness in the buffet eating room. The door ladies, the other staff were really great.
On Thursday, while I was still fuming about the problem in the room, I accidentally (like an idiot) went swimming with my cell phone in my pocket for about a half an hour. When I recognized it, I immediately went to the buffet room where I was given some rice and told how to try and save my phone from damage. Returning to the pool area, the lifeguard came over and made sure the phone was wrapped properly trying to save it. The result was that upon returning to the states my phone had dried out and I left some heroes in Jamaica.
Finally, the Star Friends, especially Angel were the highlights of my vacation. The entertainment day and night was superb.
- Official Description (provided by the hotel):
- This new 5-star- hotel is located in beautiful Montego Bay, Jamaica. Directly on the beach. Elegant colonial design. Water sports galore. Scuba diving. 3 specialty restaurants. ... more less
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- Also Known As:
- Iberostar Montego Bay
- Montego Bay Iberostar
- Iberostar Rose Hall Jamaica
- Iberostar Jamaica
- Iberostar Rose Hall Beach Hotel Jamaica - Montego Bay