IBEROSTAR Selection Cancun

IBEROSTAR CORAL CANCUN along with IHG, have the worst customer service I ever experienced. Giving you the runaround with phone numbers and email addresses. Where no one helps and keeps passing issues to a different phone or email where they too can not help you. This is the first and last time I use their hotels. If it wasn’t a family vacation , I would not have gone. I never leave reviews. But I must warn people not use IBEROSTAR OR IHG. Once they have your money the service is poor

So we just got back from a 4 night stay at the Iberostar Selection Cancun. We stayed here previously in 2017, and not much has changed. There are some positives and some negatives, though I did select to give it 4 stars. Check in was ok, we were met by a concierge, and if you know anything about Cancun that just means that they are going to try to sell you something, so we let him know that we weren't interested in sitting with him. We had to wait 'til @ 3pm for our room to be ready, and we arrived @ 10:am. That's normal, but I don't understand it, and I also don't understand why hotels don't have changing rooms for early arrivals, so you don't have to fight to change in a bathroom stall, but most of them do it like that. They gave us our wristbands so we could use all the restaurants and facilities, and it's nice that the room key is right on the wristband. We have been to other hotels that do it, all should by now. When we finally decided to leave the pool to to check our room we did, and found that we had a room with the connecting door to the neighboring room. If you have ever read any of my other reviews, this is a no go for us any more. So we immediately marched right back down to the front desk. They told me that we booked a partial view room and ALL of those rooms has the connecting door. So after some conversation she offered me a full view room at an additional cost that didn't have the door. It was a fair price upgrade so we did it, and were thankful she was able to work with us and not gouge us too much on the upgrade price. We also met someone from Germany that we were talking to, and they made mention that their room had the dividing door and they could hear everything in the other room, and their neighbor left the TV on loud all night long, and they had trouble sleeping. No Thank you! Been there, suffered through it too often myself! The place has been there awhile, and we really have to say, it was clean, and didn't see any real decay which is surprising considering the environment and how many people go through here. The only thing I would say is that the pool bottom is starting to get rough and patchy, but it was pretty clean, and not too hot, and not too cool. The pool has an interesting setup, it can be quite a maze, and they have a very nice area for the kiddos with slides, sprinker, pirate boat. They have an ice cream stand at the pool also, which is a nice treat for all to enjoy and the servers were so nice, just like all of the servers! No towel cards which is nice. We never had issue with finding seating either. The lounges were clean, and not all broken like at some other resorts. The common bathrooms were very clean too. They really do a good job I must say. They always had someone there cleaning. We did the hibachi for dinner the one night, which was pretty typical, and scheduled right at the front desk for the next night. The other restaurants don't need reservations as I understand it. Don't forget to download the app too, very helpful. The food at the hibachi was aplenty, and good. They have a nice area for the shows with plenty of seats, and we stayed and watched the magic show which we enjoyed as well. The buffet was good food, all seemed very fresh with alot of variety, the waitstaff was very pleasant and helpful. The beach, was my biggest heartbreak. The sargassum was terrible. Not the hotels fault. I could almost cry when I see it, because I have been going to Cancun since the late 90's when there wasn't ANY seaweed, and you could just stand in the ocean in the hotel zone and see your feet. The sand was so clean back then, but not so now. They do have beach seating with palapas, and activities which we enjoyed. Now there are some downsides. We travel with our 16 year old son, so we had 2 double beds. I don't know why alot of these hotels don't have queen beds, but anyway, they were not comfortable. The air conditioners air handler fan came on every 2 minutes, so have some ear plugs to get a good nights sleep. The Pillows were not good IMO either. The elevators are a problem. There are 3, but 1 was out of service most of our time there, and at one point 2 were out of service. We had a first floor room, but the way it's setup there there is a MZ level between the lobby and first floor. The stairs you would think would be an easy thing, just take the stairs, but for our room being on the first floor there was alot of stairs and then they lead outside, so that was alittle confusing. But overall we really enjoyed stay. Was it perfect, unfortunately no, but what is. Was it terrible, no, but there are somethings that can easily be corrected. Overall great time!