Very disappointing experience
Nov 28, 2021 Winnie34 Kent, United Kingdom
Have arrived back from the hotel today and we’re very disappointed with the whole experience. We travelled as a party of 2 couples celebrating my hubbies 50th birthday. The check in was easy and we were allocated rooms next to each other 3318 and 3317. Our room 3318 had an extremely strong smell of mould and being asthmatic I asked for a room…
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Have arrived back from the hotel today and we’re very disappointed with the whole experience. We travelled as a party of 2 couples celebrating my hubbies 50th birthday. The check in was easy and we were allocated rooms next to each other 3318 and 3317. Our room 3318 had an extremely strong smell of mould and being asthmatic I asked for a room change which took the whole day to arrange but we were eventually moved. The second room was fine but there are areas of the hotel that do have a mouldy smell. When you book the suites you have access to Rose hall the beach too but not the Grand with all 3 in a row, the Grand guests can use all of the hotels and the beach guests cannot use the other 2. The dining/buffet room is tiny and the choice is extremely limited, every day jerk chicken and local Jamaican food, pizza fish and usually some kind stew, burgers, hotdogs and salad. One day I went into breakfast and there was cockroach in a chilled salad area, I immediately reported it and the staff member said oh my god and then disappeared so I reported it again to one of the ‘chefs’. Nothing was done and is probably part of someone’s lunch! The staff who serve work very hard and they are quite cheerful and do try to help as much as they can although getting salt and pepper seemed to be a trial for them?! The bar staff are hit and miss really as are the pool staff although Mickey Mouse and Shaquelle stand out for us. The staff on reception just do not listen and you find yourself having to repeat everything, they have no attention span it seems. The staff in the buffet at The Beach are appalling and rude, we sat for over 20 minutes waiting for water and when I complained the waitress said “ you in a rush for work”, no I am not but was thirsty and as you can’t get your own drinks that’s is what they are there for. If there were any large tables of families etc then staff and the ‘maitre de’ would fawn over them as they would get a larger tip. There is no guidance from him and he ignored any attempt of us trying to get a glass of wine being too busy with a large table of 12. One evening there was no food left at 8.10pm apart from odd bits and we had to wait for the counters to be replenished. There was a whole chicken at a carving station one evening that had to be taken off as it was raw in part but people has already eaten some by then. The ‘specialty’ restaurants with the exception of the Japanese at the Bech are a joke! We had a table booked for the steak restaurant one evening for 8.30pm and didn’t receive our main course until 10.30pm, steak was nice but the side of spinach had a really long hair in it ! Again not enough staff and waited 20 minutes for our wine which we ordered. Upon leaving we asked if we could keep our room on for an additional 5 hours as we were not leaving until 5pm and was told that it would be $10 which we said great we would keep the room on but then my sister in law tried to book they said $10 per hour, I heard them advising other guests $10 and not mentioning per hour, this is really not acceptable. When checking out I paid for a bottle of wine and asked for a receipt but was not given a check out tab and was then advised I need to pay for my wine by another member of staff, the person I had paid had not cleared the payment on the screen, no apology was made. This hotel could be so much better if they had dedicated staff leaders instead it is a shambles and it has put us off ever attending another Iberostar hotel.
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