Iberostar Grand complaint letter and response Aug 17, , 2: I was fuming mad when I wrote this: I have stayed at other Iberostar resorts, and have always recommended them to my friends and family. My wife and I had stayed at the Grand Paraiso in the fall of We fell in love with the hotel mostly because of its exclusive and quiet nature.
However, we initially believed that our son would be accompanying us on this trip. As our vacation date grew closer, family members agreed to watch our son while we were away. We then began to consider a return to the Grand. About a week before our scheduled arrival date of April 30th, , I sent an email asking about the availability to upgrade to the Grand for the last four days of our vacation.
I agreed to the upgrade via email. On April 30, , we arrived at the Maya for our vacation. I inquired about the upgrade to the Grand once again as the front desk did not appear to have any record of my email request. I was told that we could upgrade to the Grand for the last four days of our vacation for the aforementioned rate.
The upgrade fee was immediately charged to my credit card. We then enjoyed the first three days of our vacation at the Paraiso Maya resort. I anticipated moving the Grand for a quiet, hassle-free, adults only, vacation with my wife. When we stayed at the Grand before, we returned to tell everyone we knew how it was the most wonderful resort on earth. On May 3 , I contacted the front desk of the Maya and advised them that we planned to move to the Grand before noon. We checked out of the Maya and a golf cart from the Grand was sent to pick us up with our luggage.
Upon arrival at the Grand, we were surprised that we were not greeted with the traditional cold towel and champagne. We walked to the front desk to begin our check in. It was only about 8: However, the female employee at the front desk advised us that our room would be ready at My wife and I had a quick breakfast and walked directly to the pool. It was only 9: We eventually found a place to sit and we stayed there until 1: We then began to walk back to the lobby to check in.
We were later advised by other guests that a magazine company and an insurance company booked many of the rooms for employee retreats. A wedding party had a good portion of the remaining rooms booked. As a result, the childish and ignorant game of "let's save a seat at the pool and the beach with a book and a towel at 6am" was being played each day. Throughout my stay, I discovered that even if you went to the pool at 8am, all of the chairs were "taken".
However, no one was anywhere near the pool. Bags and t-shirts emblazoned with the aforementioned magazine company logo were lying on many chairs. Hours later, the items were still lying there and the chairs were still unattended. We found that they would also save themselves a seat at the beach "just in case", but never use them.
Hotel staff did nothing to enforce the printed "no saving chairs" rules. When we arrived at the lobby for the second time, we were greeted by another female employee. I advised her that we were told to come back at The female employee advised me that the room would not be ready until 2: My wife and I decided to go to the Tranquility pool for a swim.
Eventually, we were able to find a few empty chairs at the "tranquility pool". A sign leading to the pool says "Quiet Area". We then proceeded to watch two young men throw a ball the distance of the pool while we were swimming. All the while we were hoping that we didn't get struck by the ball.
Another young couple then bounced around the pool in an embrace having sexual intercourse as if no one was noticing. Disgusted, we left the pool. We decided to check in a third time. I was surprised to discover that there was no toilet seat on the only toilet in that bathroom. It appeared that it broke off long ago, and was never replaced. We returned to lobby to see if our room was ready.
We were told once again that our room was not ready even though it was after 2: We were told that our room would not be ready until after 3pm. After some discussion, another room was found for us in the main building. We got settled into the room and went directly to the concierge desk to reserve an ala carte restaurant for that evening.
It was before the normal check in time of 3: We were sure that there would be no problems making a reservation. Once again, we were wrong. The concierge told us that there were no reservations available at any of the ala carte restaurants for the two of us on our first night stay at the Grand.
We then returned to our room to clean up after our long day. We discovered that there was no soap in our bathroom. We paid for an upgrade, and came to the Grand to relax and be pampered as we were in the past. So far we were finding this very difficult to do. The next day, my wife and I went to the beach. Once again, not a pair of chairs to be found at the main pool at 8: We stayed at the beach most of the day.
In the past, security guards posted at both ends of the beach would prevent individuals selling jewelry and other items from bothering guests of the Grand.
This apparently does not happen anymore. On at least 5 occasions throughout the day, several people walked through the palapas trying to sell jewelry, bags and hats. My wife had to yell at one subject in particular that came up to her three times in one hour. Once again, staff was nowhere to be found to correct this annoyance. On May 5th we were fortunate enough to secure a reservation for the Japanese restaurant. Upon entering the restaurant we immediately observed a table of teenagers barely 18 seated with some adults at one of the grills.
Many of them were wearing short sleeved t-shirts with no collars inside the restaurant. I guess I wasted my time bringing collared, button down shirts and slacks that were required in the restaurants in the past. Once again, the staff failed to enforce the rules that made this place so sophisticated and exclusive.
Throughout our stay, we met several other guests and discussed the problems we encountered. One couple advised that they received a complimentary upgrade to the Grand from the Maya because it was their honeymoon. Another couple advised that they received a complimentary upgrade to a Villa when they checked in as it was their anniversary. Numerous other couples also advised that they also received complimentary upgrades to Ocean front rooms when they checked in.
We became very frustrated as we paid for our upgrade. We were stuck in a main building room with a view of some large trees. It was our second time at the Grand and our Honeymoon. No complimentary upgrades were ever offered to us.
If I had not been to the Grand in the past, I know I would not have so many complaints. This used to be an exclusive, quiet, relaxing, sophisticated, adults-only, couples resort.
My wife and I were already planning a trip to the Grand Bavaro next year before we even made this trip. At this point we are very disappointed with Iberostar and we are considering other resorts.