Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I logged a complaint with their guest services department on ********************************************************* *******. My information was given to the young man at the desk and I was told that the manager who was off would contact me within 7 days. I never received any contact and followed up with an email on 1 July to the email listed on their site. I received a generic response stating my email had been received and that the appropriate department would reach out shortly. Again I never received any contact. I emailed a third time asking for my contract to be terminated due to their clause that states they will rectify issues within 10 business days and still have not heard any communication from anyone from them. Stay was for 5 days. Issues that i complained about was services that were paid for were not provided; mainly champagne and use of spa services, noisy air conditioner from neighboring room, concierge who did not address the issue for 3 days, loss of power / ac during stay and loss of hot water.

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary (English Under ***** characters):I stayed at Iberostar Waves ***************** Inclusive in ************ from July 2428, 2025 (Itinerary: **************). What was advertised as a 4-star resort turned out to be a serious health and safety concern.From day one, I encountered hair in the food, cockroaches crawling in the restaurant dishes, and even worsecockroaches inside the hotel room, which I have on video. The hotel looked neglected and poorly maintained, with a filthy fountain at the entrance and aging infrastructure everywhere.The staff was dismissive and unprofessional. I had to call four times to get an extra bed for my sister. One employee even told me find it yourself when I asked for a ******** make matters worse, the hotel allows locals to enter with loudspeakers, turning the atmosphere chaotic, making rest impossible. This is not the peaceful, all-inclusive resort I paid for.If this hotel were in the ***** it would have already been shut down by health authorities. It is unacceptable that such conditions are being offered under the Iberostar name.I demand a formal explanation and a partial refund or compensation. I am also deeply concerned to learn that Iberostar The Club is not BBB accredited, which raises further questions about their commitment to customer satisfaction and accountability.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HORRIBLE customer service This has been the WORST year as being a member. Ever since they shut down the Miami office, the customer service is horrible. I have an unresolved issue from my stay in January. It is impossible to be allowed to speak to a manager. They will never let you speak to one. Im still waiting for a resolution since February!! Trying to do price match and the reps ***** know what he was doing and then I complained about that. Now new one denied me best rate guarantee because it is not the same as i submitted 3 days ago. They beg you to up your membership. With this horrible service I will not even think about upgrading to double black or rose. Each year it is getting worse and am starting regret becoming a member. This is not supposed to be the experience your are supposed to have as a member.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I purchased this club membership that promised that I could book vacations from them at 25% less then any advertised price I found they now tell me that only applies if I find a cheaper rate. I can find prices which are a Only $400 difference so why would I pay a total of $49,990 to only save $400 just to break even i would have to book over er 100 trips . They do include airline savings and even if I deduct the saving over 10 years it's still $30,000 .I have called numerous times to speak to a supervisor but they won't give me one. They say call the person who sold me the membership but won't give me the # just want out and my money back this is a blatantly misleading to make a sale. I want a refund of what I have paid so far which is over $13,000 and not be charged anything else If not I will seek legal action. Thanks

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I had proposed to my now wife/fiance at your *********** in *******. It was a wonderful experience, so much so that we signed up for a membership. However, I was about to book our anniversary vacation on Oct 5th - 11th 2025; ecstatic about using our new $18,900 USD membership benefits. To my shock, pricing was no where near promises sold in the sales office. Our sales **** ****, mentioned that with the Star Prestige Package, we would be able to enjoy ALL Iberostar *********** (INCLUDING JOIA/GRAND) at a 25% discounted rate from all major wholesalers (i.e. Expedia). the price on IBEROSTAR Member portal is actually MORE expensive than a free membership with expedia. It is worth noting I did this for *****, ****** and ******* at a variety of different levels of resorts - all coming to the same conclusion that Iberostar Members do not get the benefits promised. I spoke with a customer service **** *****, who unfortunately only said "you signed what you signed" - without acknowledging the heavy misrepresentation during the sales process due to her being removed from those dealings. I would have expected an acknowledgement and an escalation with a promise to have a call back with me and a supervisor or manager. However, I am being sent on a goose ***** via a corporate email que. Additionally the poor reviews posted on better business bureau, trip advisor and many other platforms have shown similar misrepresentations from the Jamaica sales office. I am disappointed as I was very cordial and friendly with staff in ******* - whom I've enjoyed very much. But now, I have come to understand I was sold on blatant lies. I am formally requesting both mine and my ******'s membership be cancelled with funds from our deposit and recent payments fully refunded. My contact details are below and I will expect a call from an Iberostar representative.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation via ****** for a 5 night package including airfare and hotel at Iberostar *****************************. When I booked as a package, it said "free cancellation within 24 hours". I cancelled the airfare 8 hours after booking, but have tried to cancel the hotel reservation for 4 days now. Every time, I spend hours on the phone with Orbitz who tries to contact the hotel unsuccessfully. The hotel continually transfers the call, where no one will answer. Finally, the hotel provided an email to submit the request. Orbitz sent an email 3 times, and every time when following up the hotel tells Orbitz they cannot find the email and to resend it. I then tried calling the hotel to cancel the reservation directly. They told me I cannot cancel because it was made through a third-party and must be cancelled via Orbitz, then hung up on me. I cannot believe that at a 4 star hotel, you cannot reach anyone to help with a reservation. At this point, I do not want to stay at the hotel regardless because it is alarming that no one is available to help, and is scamming customers.

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel a reservation I have paid through IHG for a now partner our theirs at JOIA Bvaro by Iberostar Check-In Date SAT 29MAR25 Check-Out Date SAT 05APR25 Confirmation No.42500383 Adults 2 Children Rooms 1 Room IBR ************** I get is the run around and hung up on. IGH **** tells me to call the Iberostar to cancel reservation. Iberostar tells me to call hotel directly. Its a joke and why doesnt the website allow myself to cancel since the reservation is not until 2025? I have been trying to cancel this reservation for months. Next steps will be contacting the local news and an attorney.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10, 2024 I paid the Iberostartheclub an amount of ********* USD, while visiting a resort in ***********, ******* for a vacation package. I was told I would be getting the black level for the blue level price because it fell through with someone earlier that morning. I was told any reservations would be free for us but that we would be responsible for any airfare. Only the gold they said gets $500 towards airfare. The two people we dealt with was a gentleman named **** and a female Patriena at the Iberostar Gold resort. We later found out we would be only receiving 25% off any future reservations for the next 7 years. Why would I give anyone over $10,000 for a 25% discount. I had an out of state funeral once I got back and had to go see my sister-in-law in another state in the hospital. So when I could finally sit down for a breather and try to make a reservation for next year, I noticed that it said only 25%. I had her write down everything we would be receiving and to entice us even more, she offered 25% off the first 10 room if you reserved more rooms for friends and families and any additional rooms after that would get 10% off. She even came back and wrote the 25% off but inconveniently left off the words friends and family where she wrote it over to the right side of the page. I got up to use the restroom and they had my wife sign everything.

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vacation club with Iberostar in February. The people at the hotel were very manipulative and persuasive. When we arrived at iberostar they wouldnt leave us alone until we agreed to sign up with them for a tour of their hotel. The following day, we went on the tour and then back to the office where they kept serving us alcohol which I believe contributed to impairing our judgment into making the purchase. We were told misleading lies about how inexpensive our future trips would be with the club and told that our large family of 7 would be able to book the villas to accommodate everyone which Ive found to be a complete lie just to get us to sign up. Multiple parts of the deal do t take effect for a year which we were never explained. I would like a refund of our initial down payment of $5050 and cut all ties with Iberostar club. I have emailed the company with no response on the matter. I paid $5050.00 down and am required to pay another $5050.00 this month and start payments of $478/month starting in July. Please help

• Initial Complaint

  Date:03/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1, 2024 we purchased a membership from Iberostar Club for the amount of $2,042.25. We had a five day window to cancel. We cancelled the contract on March 3, 2024. We received an acknowledgment from Iberostar on March 4, 2024 of our cancellation and they noted it was within the five day cancellation window. I did not receive a refund and Iberostar sent me an email on March 12, 2024 they had canceled the contract and sent a refund. As of this date I have not received my refund.