IBEROSTAR Selection Paraiso Lindo

I am writing to express my disappointment with the customer service I received from IHG and Iberostar regarding my reservation. My concern is not with the hotel itself, but with how IHG and Iberostar handled my request.

I contacted IHG in good faith to resolve a pricing issue and was hoping for reasonable customer service. Instead, I was met with inflexible policies and no willingness to work toward a fair solution. I expected IHG to value customer loyalty and make a genuine effort to resolve the situation.

I am simply requesting one of two reasonable resolutions:

• Honor the rate that was available so I can keep my reservation, or
• Allow me to cancel my reservation without penalty so I can rebook at the lower available rate.

Neither option is unreasonable, yet I was told neither could be accommodated. This experience has left me frustrated and disappointed with IHG’s commitment to customer satisfaction.

I hope IHG reviews this matter and empowers its customer service team to resolve situations like this fairly. I would appreciate a response from someone with the authority to honor the lower rate or waive the cancellation penalty so I can rebook. Doing so would restore my confidence in IHG and demonstrate that the company stands behind its commitment to customer service.

We have been vacationing at Iberostar resorts for over 10 years, so it was very disappointing to have such a poor experience at Iberostar London.

Unfortunately, the staff came across as unfriendly, and the overall service did not meet the standard we've come to expect from Iberostar. We understand that issues like the seaweed on the beach and the warm pool water are beyond the resort's control in the summer. However, the constant attempts to sell upgrades and extra services, along with unexpected additional charges, left a negative impression on our stay.

It's especially disappointing because we've always enjoyed our experiences with Iberostar, but this visit has us considering other options for future vacations. We hope management addresses these concerns so the resort can once again provide the level of service that has kept us coming back to Iberostar for so many years.

Had a lovely family holiday at Iberostar Paraiso Lindo.

It’s a beautiful, clean, well maintained hotel with excellent food choices, a wealth of bars and restaurants and good entertainment.

We enjoyed watching world cup games in the sports bar and the fire show in the beach was also very good.

The pools were clean and varied, although its a shame none of them are deep enough to dive/jump. Enjoyed the lazy river and I personally liked the slide area more than my kids did for some reason. It’s great for under 10s. Not sure about the foam party in the pool - I found a young kid trying quite hard to drown having been swallowed up. Fun for adults though.

The beach was good - a bit of sargasso but it didn’t stop us enjoying it.

Service was mostly excellent especially in the buffet restaurant and pool bar. It was a bit slow in El Geisha and pretty poor in the Greek restaurant but those were isolated events.

We were bribed into doing the two hour sales pitch to buy membership, which was an interesting insight into sales psychology aimed oerhaps at an american audience, but it was worth it as we were given a free trip for 5 to go snorkelling on a cataraman and got to swim with turtles. (No, we didn’t buy the £54,000 membership).

The room was spacious with plenty of storage and free mini bar and a great shower and bathroom. It would benefit from having a full length mirror. We actually got a joined room with our kids which was great as it gave us a bit more privacy a d the kids more freedom. The hotel felt very safe and we allowed our kids to roam around pretty freely in the main part.

We didn’t go to the spa but did visit the shopping mall area which was also great as it had a crepe shop and churro shop (included in all inclusive) and the kids enjoyed playing patio chess and draughts. The shops are very expensive so I would recommend going into Playa del Carmen if you need anything.

The gym looked good but we didn’t use it.

I would highly recommend staying at this hotel and would be tempted to return if I ever come back to Mexico. I’m missing it to be honest!