We were travelling from London — myself, my partner, and our 20-month-old son. We hadn’t had a proper holiday in over a year and decided to do something special with a trip to Mexico. The holiday was booked via Thomas Cook and was expensive, but based on Iberostar’s luxury and 5-star branding, we booked without hesitation. We stayed for 10 days.
Iberostar positions itself as a luxury, premium 5-star resort. Unfortunately, the actual guest experience did not meet reasonable 5-star standards.
⸻
Arrival & Room Allocation
On arrival, we were allocated a room with two separate beds on the first floor, with no lift access. Travelling with a toddler meant carrying a buggy up and down stairs multiple times a day. After requesting the beds to be joined, this was done, but a wall-mounted lamp was positioned directly above the pillow, resulting in my partner hitting his head several times.
I requested a room move the following day. The relocation only happened on the third day of our holiday, and the process took half a day, effectively costing us a full day of our holiday. At this level, room moves should be handled smoothly and with urgency — this was not.
⸻
Aggressive Sales Pitch
On our second day, we were invited to what was described as a “private breakfast.” In their hotel next door. In reality, this turned into a very aggressive membership sales presentation lasting over two hours, with prices reaching $95,000 USD.
The approach relied heavily on high-pressure sales techniques: urgency, fear of loss, emotional manipulation, and indifference when we hesitated. We were also told we would receive two souvenirs as a thank-you for our time — in the end, we received nothing.
As guests who were still settling in and unfamiliar with how the resort operated, this experience felt inappropriate and uncomfortable.
There is another couple Iberostar properties next door, also rated 5-star, but clearly superior in both product and service. When I questioned the difference, I was told: “They are both 5-star, but service and everything else is better there.” That explanation alone speaks volumes about how loosely the 5-star label is applied.
⸻
Service
Service across the resort was inconsistent and often below expected standards.
High chairs were frequently unavailable, meaning our son had to eat in the buggy. Bar service was particularly uncomfortable. Bartenders were visibly disengaged and openly unfriendly if a tip was not given every single time. Eye-rolling, whispering, and laughing among staff were common.
Specific examples: I ordered a glass of white wine. When one bottle ran out, the bartender topped up the glass with a different white wine, assuming I wouldn’t notice. This shows a lack of basic product knowledge and respect for the guest experience — something unacceptable in any properly managed bar.
Or bartenders would make a big deal if we would ask them to fill up our own glasses with drinks , even tho their we’re doing it for other guests
I work in hospitality. I understand staffing pressure, long shifts, and tipping culture — but professionalism, consistency, and guest respect are non-negotiable at this price point.
⸻
Food & Beverage
Overall, food quality was mediocre. Not terrible, but lacking consistency, refinement, and execution expected of a 5-star resort. This offering would be acceptable at a solid 4-star property, not at this price level.
À la carte restaurants:
Hashiru (Japanese) — 7/10
Sushi was average, presentation acceptable, the live show was engaging, and service was good. Competently delivered, but nothing memorable.
El Colonial (French) — 5.5/10
Burgundy snails were bland and poorly executed, showing a lack of technique and seasoning.
The beef tenderloin was very chewy and unevenly cooked (ordered medium). Based on texture and temperature, it appeared to have been cooked from frozen or insufficiently tempered before service — a fundamental issue in product handling.
Desserts were the strongest part of the meal. Service was professional, but the food did not justify the concept.
La Plaza Buffet
This was actually my favourite dining option. Themed evenings (Italian, Japanese, etc.) offered variety and reasonable consistency. My only concern was the limited availability of healthier options for children.
⸻
Housekeeping
Housekeeping was acceptable but clearly influenced by tipping. Bed linen showed visible wear, including holes and occasional stains — something I would expect in a lower-tier hotel, not a 5-star environment.
⸻
Spa & Pricing
The spa deserves a specific mention due to both price and limitations. Access costs $48 per person per day, which sets high expectations.
Facilities include a jacuzzi, Roman bath, Buddha bath, sauna, steam room, a small pool, and basic wet areas. While clean, the facilities are limited and not particularly impressive.
Despite paying this amount, spa access is strictly by reservation only, meaning guests cannot use the facilities freely throughout the day. This significantly reduces value, especially for guests with children.
Treatments are heavily overpriced. A 1-hour massage costs $210, a price point that would only be justified in a true luxury spa with extensive facilities and exceptional service — which this is not.
⸻
Family Experience
Despite being marketed as family-friendly, loud club music continued until 11 pm. Even though our room was not near the club, settling a toddler at night was consistently difficult.
The room door was also extremely easy for our child to open from the inside. After several escape attempts, we had to block the door overnight with a large suitcase — a serious safety oversight.
⸻
Babysitting
We hired a babysitter through the hotel and were quoted $14 per hour. The sitter stayed for two hours, yet we were charged $46, with no transparent explanation.
⸻
Communication & Guest Handling
Staff often lacked accurate information or gave conflicting answers, which became tiring over a 10-day stay.
We raised our concerns with management, the bar manager, and the head chef. While they appeared to discuss the feedback internally for days, the follow-through was poor. As a gesture, we were offered a restaurant reservation — which did not exist when we arrived.
⸻
Beach & Grounds
The resort grounds are genuinely beautiful, with well-maintained flora and fauna.
The beach itself is lovely, but sunbeds are permanently “reserved” with towels early in the morning, and no staff enforce any policy. Most days there was nowhere to sit unless you arrived very early, so we often ended up sitting directly on the sand.
⸻
Final Thoughts
I am not an inexperienced traveller, nor am I unfamiliar with luxury hospitality. This resort simply does not deliver a true 5-star product or service.
This Iberostar relies heavily on branding rather than execution. Guests are charged 5-star prices for a 4-star (at best) experience. I would not return and would not recommend this property, particularly to families with young children.
BZ
PL