Ratings based on 991 Verified Reviews
4.5 Room cleanliness
4.6 Service & staff
4.3 Room comfort
4.3 Hotel condition
Expedia 亿客行 Verified Reviews
by A verified traveler
Posted May 30, 2024 on Expedia
Check-in was woeful with an underwhelming welcome. Lobby was littered with half-full and empty drinks upon our 4pm arrival. King bed was reserved, though unavailable, so our room was two double beds for our anniversary trip.They offered to move is to a king bed the next night and to push together our double beds, leaving out the fact that the headboards are fixed to the wall. No one ever came to do this. Woman was in our room when we got there, and she said she was just making sure everythng was perfect. We pointed out the flickering light bulb in the overhead light and she said someone would come to fix that right away. Light bulb in overhead flickered until it died. No one ever came. Sewage stench woke me up in the middle of the night it was so strong. Limited restaurants, though rhe food was good at most (not Pagoda or El Cedral for dinner). Service was decent throughout. Beach had empties and cigarette butts throughout. No upgrade offered, even when i mentioned it was our anniversary trip. Coupons(?) were offered after our third night there and then again our penultimate night, which seemed pointless. Hard pass on this place and hard pass on the brand.
by A verified traveler
Posted May 28, 2024 on Expedia
There is so much to love about this resort! The grounds are outstanding. The food is way above average. The staff are very friendly. The only complaint I have is that they need to do something about people who will put towels on chairs at the pool and on the beach and never show up all day! They need to go back to issuing just one beach towel per person so that you can't reserve a chair at the beach and then stay up at the pool all day.
Comment from Hotel Management
May 28, 2024 by Quality Manager, Hotel Management
It has been most pleasing to read that you had such a great time in our hospitality and we want to thank you for sharing it with others. The fact that we were able to provide you with such a wonderful holiday experience is extremely satisfying and we will continue working hard to achieve this every day. We try to think of everything to provide our guests with a perfect holiday. On the other hand, allow us to say that we do have a policy that forbids reserving the sunbeds and in the event someone reserves them for more than one hour without using them, our Security staff will kindly remove towels and personal items from them. We regret that some of our guests do not well-follow this policy, however, everyday our Security staff does everything in their hands to verify this internal policy is being followed. Once more, we thank you for sharing this review of our hotel and we hope that we will be able to serve you again in the future.Best Regards,
by A verified traveler
Posted May 27, 2024 on Expedia
Great service.
Comment from Hotel Management
May 28, 2024 by Quality Manager, Hotel Management
First and foremost, we would like to express our appreciation to you for choosing Iberostar Cozumel for your holidays and for taking the time to share your comments with us. We have treated your opinion as a success story and we would all be delighted to welcome you back in the not too distant future. Until then we wish you all the best.Kind Regards,
by A verified traveler
Posted May 27, 2024 on Expedia
The staff is great and very friendly. Our room by the pool was clean and comfortable. The only reason I do not give 5 stars is becuase I would recommend that the lounge chairs and tables be cleaned daily.
Comment from Hotel Management
May 28, 2024 by Quality Manager, Hotel Management
We would like to express our appreciation for your kind words and positive rating of Iberostar Cozumel. It was a pleasure to read your description of our establishment and it motivates us to maintain our standards. Of course, we will relay your compliments to our team, they will be delighted to know that they enhanced your holiday experience. Likewise, we thank you for sharing your observations and it would be an honour to serve you again in the future at our hotel, until then we wish you all the best.Kind regards,
by A verified traveler
Posted May 27, 2024 on Expedia
This is a tropical oasis. The grounds are beautiful. This place has everything but a walk-in beach.(some rocks/coral) Lots of food options. Spacious and mostly clean rooms.(It's practically a jungle so some bugs are expected) I would certainly recommend it.
Comment from Hotel Management
May 28, 2024 by Quality Manager, Hotel Management
We would like first of all to thank you for your excellent review of Iberostar Cozumel. Our goal is to create a particularly pleasant atmosphere for our guests with our numerous services in our wonderfully designed hotel, so your words confirming our success are really important to us. It is also good to know that you hold us in fond memories and we very much hope that you visit us again soon.Best Regards,
by A verified traveler
Posted May 23, 2024 on Expedia
LIKES; 1) Resort very clean, nice, comfortable, relaxing. food choices endless.
2) The evening entertainment was very good when it was there. LOVED the Classice Rock cover band!!! Some nights it was not very clear what it was supposed to be. The app did not provide information.
DISLIKES; 1) You have got to figure out a better way for guests to reserve beach chairs around the pool. The smarts knew to come early and put towels on their choice spot, then go out all day while no one sits there until they return later in the afternoon.
Comment from Hotel Management
May 24, 2024 by Quality Manager, Hotel Management
First of all, we want you to know that we are really happy that you had such an excellent holiday with us and thank you for sharing your experience. As we aim on a daily basis to exceed the needs and goals of our valued guests and provide them with a place of joy and total comfort, we are obviously humbled by your kind words. Also, we are delighted to know that our excellent entertainment program and our wonderful culinary offer has exceeded your expectations.On the other hand, allow us to say that we do have a policy that forbids reserving the sunbeds and in the event someone reserves them for more than one hour without using them, our Security staff will kindly remove towels and personal items from them. We regret that some of our guests do not well-follow this policy, however, we assure you that everyday our Security staff does everything in their hands to verify this internal policy is being followed. We would like to express our gratitude once again for sharing your observations and hope to have the honour of serving you again soon.Best Regards,
by A verified traveler
Posted May 18, 2024 on Expedia
I was looking for a quiet, relaxing vacation with good food--this was it!
Comment from Hotel Management
May 20, 2024 by Quality Manager, Hotel Management
We would like first and foremost to thank you for choosing Iberostar Cozumel for your recent holiday and also for taking the time to share your opinion. Every day is a new challenge for us based on our passion for providing our guests with an environment similar to a home away from home. Also,we are delighted that we could completely satisfy you with our culinary offer. Our chefs work very hard on a daily basis to please our guests with only the finest ingredients and the fact that you noticed this is great to hear. Thank you for sharing this positive feedback and we hope to welcome you back again soon.Best Regards,
by A verified traveler
Posted May 14, 2024 on Expedia
Resort needs renovation
Comment from Hotel Management
May 14, 2024 by Quality Manager, Hotel Management
First and foremost, we would like to thank you for choosing Iberostar Cozumel on your most recent vacation.We sincerely regret that our beautiful facilities did not live up to your expectations, as we do try to take care of every detail so that our guests enjoy their stay with us. We strive daily for complete customer satisfaction. We assure you that our team follows a strict maintenance program in order to keep our facilities in excellent conditions, however, we will pass on your comments to the proper department for their consideration.Likewise, we take this opportunity to thank you for sharing your feedback with us and we look forward to welcoming you once again in the future.Best regards,
by A verified traveler
Posted May 12, 2024 on Expedia
Friendly staff, great variety of food options, so many options for entertainment onsite, easy access to boats for snorkeling or diving. We chose to stay here per a friend’s recommendation and it was a great decision. Would definitely return.
Comment from Hotel Management
May 13, 2024 by Quality Manager, Hotel Management
We would like to, first of all, thank you for your kind review of your recent holiday with us at Iberostar Cozumel. Such pleasant feedback of our hotel is, of course, a great pleasure to read and confirms for us that our daily actions are worthwhile and that we are on the right path with our numerous efforts.Again we thank you for your positive review of our hotel and we hope that we will continue to provide you with excellent holiday experiences in the future.Best Regards,
by A verified traveler from Texarkana
Posted May 12, 2024 on Expedia
Older resort. Abundant fauna and birds/animals. Small rooms with uncomfortable beds made for a less than average stay for the price. Food was five stars. Workers were pleasant, but not top notch service as with other resorts. Limited snorkel and busy boat load/unload area. Good shaded areas for laying on the beach.
Comment from Hotel Management
May 13, 2024 by Quality Manager, Hotel Management
Thank you very much for your comments regarding Iberostar Cozumel. We regret that you did not completely enjoy your stay.Allow us to mention that passion for gastronomy is one of the prime pillars of our establishment and we greatly appreciate your comments. At our hotel, our professional chefs strive to surprise our guests with a high standard of gastronomy and the possibility to savor the best of the local cuisine as well as the finest international delights.On the other hand, we value your opinion and regret that we did not completely exceed your expectations. Providing an excellent experience to all our guests is our main priority and every day our staff does everything in their hands to achieve this. We thank you for your comments and we assure you they will be considered to improve our guests’ experience. We hope that you will grant us another opportunity and that we will see you at one of our hotels in the future.Best regards,
