TripAdvisor Traveler Rating

We have stayed at multiple adults only Iberostar resorts. We recently stayed at the Iberostar Grand Rose Hall (Joia) and, unfortunately, the experience fell far below expectations, especially considering... the premium price point. While there were a few highlights during the stay, overall the service and cleanliness were major letdowns. Service Issues & Cleanliness: The most frustrating part of the trip was the poor customer service from the front desk at check in and concierge desk, particularly from Travis, who was dismissive and downright rude. Questions were met with eye rolls or sarcasm, and he made no effort to be helpful or welcoming. For a resort of this caliber, that kind of attitude is unacceptable. The hotel does not live up to the Iberostar cleanliness we have seen at other resorts like Punta Cana. It also is in need of renovations. The halls smell musty and bathrooms had mildew. Value for Money: The resort charges like a luxury destination but fails to deliver a luxury experience. The inconsistency in service and lack of attention to detail made it feel far from worth the cost. The Good: • Kimiesha at the Lobby Bar was a breath of fresh air—friendly, attentive, and always smiling. She truly knows how to make guests feel welcome. • Andrew and Karen at Surf and Turf were also fantastic—professional and personable, making our meal memorable. • The Italian and Japanese restaurants were both excellent, with high-quality food and great service. Special mention to our waitress Surdeen at the Italian restaurant, who was top-notch. • Ramon at the Japanese restaurant put on a great show but food wasn’t great. • Jheannell at the Spa was warm, skilled, and professional but spa needs renovation and upkeep. It is also very expensive for what you get. • Alonzo in the French restaurant also delivered impeccable service with charm and efficiency. It’s disappointing when a few standout staff members work hard to create a positive experience, only for it to be overshadowed by poor customer service and unprofessional behavior from others. Star friends were basically non- existent. I saw them frequently talking to other employees or on their phones. The only good entertainment was the cello soloist in lobby bar. Breakfast service wasn’t great either. The beach restaurant was closed for renovation although we didn’t see any renovations going on. Cabanas need repair and they need to add a lot more. We traveled to adjoining hotel for the Lazy River and was met by a rude towel girl. She told us the cabanas were $30 a day to reserve and that the Lazy River wasn’t open and didn’t know when it would be. I truly hope the resort takes steps to improve service consistency, entertainment and cleanliness. I also hope they reconsider what the “grand” was and why people stayed there. The “grand” standards have certainly disappeared. Until then, I would not recommend it to others looking for a true luxury experience. Let me know if you’d like this adjusted to sound more formal or casual!

High quality stay!! Staff was super nice. Genuine Kindness all around. We had Ralston, Gary and Khadeen as our Butler service, they all were prompt in checking in with us providing the days activities at ...the beginning of the day. They were extremely kind and fun to interact with. Room service was great bringing us our morning coffee that we set up with our Butler service. They provided a service of turning down the bed which was so nice to come back to. All around amazing stay. Highly recommend.

As always, Iberostar has proven to be top tier! There have been some changes that I, as a member, have noticed. Some good and some not so good. These items have been brought up to the appropriate personne...l. What hasn’t changed, is the excellent service by many employees! SHANAE of the Star Prestige Lounge greeted us with a hearty welcome and put out many “fires” for us! Our butlers - ALAIN, ANDRE and GLEN - were top notch! The staff at the members-only beach - MELISSA, SHALISHA and DONOVAN - were phenomenal! The bartender at the pool - CASSANDRA - always had a welcoming smile and the best drinks! Last, but certainly not least, CEDRIC, our Ambassador was tremendous! He went above and beyond to ensure everything was above satisfactory during every moment of our stay! Recommend bringing charging ports for electronic devices because the hotel still hasn’t updated their rooms to have USB-compatible outlets. Also, there were minimum outlets around the room. P. S. The oxtails at the Jamaican restaurant were exceptional! Chef’s kiss!

The staff were Amazing...our Butlers-Ralston, Rohan, Kaden and Cedric the Ambassador. All the staff were extremely pleasant and nice. The entertainment were awesome. My favorite buffet was the breakfast bu...ffet, very good food, I really enjoyed it. Travel rep was very informative and kind. The resort is beautuful, clean, and smell Amazing. I would recommend Iberostar without hesitation and I will definitely return. Thank you all.

Booked this trip as a special birthday/job promotion relaxation getaway. It's our 4th all inclusive resort trip we've taken. The staff are awesome and polite, the food and drinks arrive fast in comparison ...to the other resorts we've been, but that's about where it ends. This is *not* a five star resort. Messes stay for a while, the grout has mold, the food is mediocre (lunch time seafood and sushi is left out in the heat for hours without ice baths, the evening meals seafood is distinctively not fresh, the consensus of other guests was that breakfast buffet was the best, but still not what I'd call 5-stars) the dinner restaurants rarely have availability when you want to go, although their may be open tables they won't let you in. I believe it's a staffing issue. They also don't allow reservations, which would probably solve the staffing issue. If you like steak, then you're in luck because it's just about the only thing that's cooked well. The coup de grace though, was after spending $500 on a relaxing spa massage on our last evening, to come back to our room to relax only to find the room next door being painted with what must have been a mixture of gasoline, mustard gas and model glue. With asthma I couldn't breathe and the only solution was to prematurely pack up a few hours before our morning flight and move on to a completely different part of the resort (after calling multiple long ringing answer phones). Super disappointment.