Head Office
Iberostar Group
General Riera, 154,
07010 de Palma de Mallorca,
Spain
Customer Service
Phone: 900 811 676
Phone: +34 971 998 061
Email: callcenter@iberostar.com
International Contacts
Phone: 0800 070 306 (Austria)
Phone: 0805 542 779 (France)
Phone: 0800 724 66 46 (Germany)
Phone: 800 979 561 (Italy)
Phone: 800 78 14 11 (Portugal)
Phone: 1 888 923 2722 (US)
Phone: 0800 678 16 58 (UK)
___
About Iberostar Hotels & Resorts
Iberostar Hotels & Resorts is a Spanish hotel chain founded in 1956. Headquartered at Palma, Majora, Iberostar employs more than 28,000 across the country and in other locations. Part of Iberostar Group, the hotel’s network spans Europe, Latin America and North America. It currently operates over 120 four star and five star hotels in more than 18 countries. The hotels are in prime locations and offer stunning views and top amenities. In 2018, about 20 Iberostar hotels were recognised with 40 TripAdvisor Travellers’ Choice Awards
Iberostar’s properties are situated in Brazil, Cuba, Jamaica, Mexico, United States, Bulgaria, Greece, Hungary, Portugal, Morocco and Tunisia. Within Spain, the hotels are spread across Barcelona, Cadiz, Huelva, Ibiza, Lanzarote, Fuerteventura, Madrid, Majorca, Malaga and Tenerife. On the website, you can search and book a Iberostar hotel by location or activities like weddings, golf and meetings.
The Offers section on the website lists some of the hotel deals on properties. Also, you can search and book a hotel using major credit cards. You can filter a hotel by services like water sports, access to fitness center, free wifi, parking, pet-friendly rooms or sea-front hotel. When booking a hotel, you can see the hghlights of the property, view high quality pictures and also see the room options. You can input check-in and check-out details and proceed to payment.
If you have an existing booking, sign in to your account to view or manage the same. You can make changes to the itinerary or even cancel your booking online. Registered members can view past booking, get emails on latest deals and do faster booking. Note that Star Privilege members enjoy priority reservation, priority check-in, welcome amenities, assorted snacks, access to private beach area with pool concierge and much more. For improved rooms, high quality services, or customised packages, join The Club programme. For more information or queries on payment, refund, cancellation, career/jobs, or others, reach the Iberostar Hotels support.
I have visited the Iberostar in Founty Beach Agadir twice , the first time during covid restrictions and the second after. During my first visit people were required t wear masks and the majority did, this meant that the number of smokers was reduced and it was possible to sit on the terrace and around the pool without suffering from second hand smoke all the time. Based on this first experience I booked and paid for 4 future trips to the same hotel. On my second visit the mask restrictions had been removed and it was no longer possible to sit on the terrace or around the pool without constantly being forced to move due to smokers lighting up on the next chair or sunbed. The hotel has no smoking free areas anywhere outside of the main building.
I reported my complaint to the Hotel manager, who said that he had had the same complaint many times before and that the was going to do “something” about it and not to cancel my other 3 bookings. Since that meeting I have written to the manager twice asking him to confirm that it will be safe for me to visit this hotel in future, I have had no reply and obviously it seems that he will do absolutely nothing to deal with my serious complaint. My 3 paid for bookings are deemed to be non refundable so I appear to be forced to stay at a hotel that has absolutely zero concern for the health and safety of their clients or to lose a lot of money by cancelling the trips as the website has no way to cancel without fault. When you try to complain to the senior management it is practically impossible to find who and where to contact.
Apparently, this organization wants to go 100 percent digital. I don’t carry my cell phone on vacation! I am expected to make reservations and order my dinner by this . ASSUME is a word that this venue expects it’s clientele to use. This assumption is not welcome by me. I do Not want to order on line . Actually I hate computers. To Assume that guests should and will comply with your menu policies is ludicrous. The amount of $ paid to your venue is not worth the aggravation. This is supposed to be ,”5 star service. It’s been nothing but aggravation. I am not at all happy with the venue and services rendered.
I stayed at iberostar Grand from 10/29/21-11/1/21 and was very disappointed!!! I was entitled to a butler who never showed up!!! In addition the food was horrible. That was my first and will be my last time staying at Iberostar!!!
I am extremely unsatisfied with Iberostar. We have been mistreated and lied to from the US office in Miami as well as in Cancun Mexico. We were very excited to stay at the resort but messed up on our booking. We needed a room to accommodate 5 and not 4 which the room was booked for. The resort claims they offered us an upgrade but we refused which was not the case at all. They told us because our oldest daughter that is 17 was considered an adult we would need to purchase a second room for our 4 night stay. We did not want to do this and kept asking if there was anyway we could get a room for 5 which there was not according to their front desk. We stood at their reception area for over 2 hours trying to resolve. In the end, they could not get us into a room for 5 but are charging us for 2 nights claiming that are a no show and that we refused the offer to upgrade to a bigger room which did not happen. After two months, and $2000 later we are out $2000 dollars. Their reception assured us that would not be charge anything since we did not check in and since there was not a room for us. Their story has changed and now they are not refunding us. We tried speaking to managers in Cancun as well as in Miami but nobody can get us in touch with a supervisor or a manger as they say that they do not have one. They are calling us liar which we do not appreciate at all. We are blown away at the level of customer service. There just simply isn’t any. They are not on the customers side and do not care at all at the circumstances this has put us in. The lady we spoke to at 1-786-878-6620 is extremely rude and would not hear our side of the story. They do not promote customer service and we were treated extremely poor. We could not get in a word over her rudeness and she refused to get us in touch with a manager. So disappointed in this resort.
Dear Sirs,
I did a reservation for 4 nights (from the 15th to the 19th of September) for Iberostar Playa Pilar (Cuba) trough your website, but at the end, we actually arrived at Iberostar Playa Pilar on the13th.We asked at the front desk if it was possible to change the date of your reservation in order to anticipate the check in and check out but they told us that this kind of request should be done by email. So we paid locally 2 extra nights (from 13th to 15th).In the meantime we had to go out from Cayo Guillermo earlier as our flight from Havana was anticipated, so we did the check out on the 18th of September instead ofthe 19th.So I would like to know if it is possible to be refunded from this night we didn´t use taking in account that we paid 2 extra nights to complete our previous reservation.
Thank you for your understanding and I look forward to hear from you soon.
Kind regards,
Sylvie Falcão