Iberostar Selection Cancun - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

9403 reviews

• 

  I would expect better customer service for the price

  The property is very pretty and well-organized but the front desk customer service and food options during the day left a lot to be desired. We arrived at the hotel around 1:30pm--understand that check in is not till 3--but front desk clerk [Regalo?] told us she should be able to get us in a room early and would text me. She said if we didn't hear from her by 3pm--to just come back to desk. I asked if there would be an Ambassador status upgrade--she said there were none available. Never hear from anyone--so went back to desk at 3pm [had to stand in long line again] and no rooms still available--was asked to come back in 15-30 minutes. Came back again [stood in long line again--and was finally able to check in. Drinks around the resort were tasteful--but food was hit or miss--pork quesadillas were tasty but greasy--chicken bits over-cooked--nachos toppings were tasty but chips were stale and over-cooked. We have the rest of the week to go--hopefully things get better.

  Jun 17, 2025
• 

  Overall disappointing experience

  This was our first time at Iberostar Selection Cancun and most probably our last. We stayed at Iberostars in Puerto Plata and Punta Cana and found that those two properties had much superior offers. First disappointment the beach. I know it's mother nature's fault but it was full of seaweed and the waves made it impossible to go swimming. Bummer. Second disappontment the golf course, I know it has to be done but we came in Friday afternoon and found out Sunday that it would be closed Monday and Tuesday for spiking the greens and some of the fairways, I played the next two days on a spiked course and of course without any discount. Major bummer! Food & beverage very average, service sometimes very good, sometimes OK and sometimes non-existant. À la carte restaurants a bit strange you can reserve only at the Japanese restaurant, and when we tried to go to the Steakhouse restaurant we could not get in because there was a group of thirty people and one of twenty that showed miraculously all at the same time. Oh well I guess these things happen. We stayed for nine nights and found that the food was at best OK and that includes the only a la carte Italian restaurant that we tried. Overal the property is very nice and clean with a very nice lobby and spectaculor lobby bar. The grounds are well kept with plenty of chairs. And lastly our room was a bit outdated but the housekeeping services were excellent.

  Jun 16, 2025
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  The Staff is exceptional and very accommodating

  The staff to include Alberto, Emmanuel, Javier went above and beyond for my family! They ensured that we had the best time while we were there! I encourage anyone who wants a beautiful experience to go there and experience the treatment they will show you. The Mayan experience is something you cannot miss it was mystical and magical. The private dinners Alberto prepared for us were mind blowing! He is the best! The VIP treatment at the beach and pool provided by Emmanuel and Javier were exceptional! Niecy and Amelio ensured we had drinks the whole time regardless if we were by the pool or at the beach. This trip was awesome! Hope to do it again once they renovate the resort!

  Jun 15, 2025
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  Disgusting. Outdated. Not Even Close to 5 Stars. DO NOT STAY HERE if you're looking for a 5 star hotel

  Iberostar Selection Cancun is an absolute disgrace to the term “5-star resort.”. I stayed here in March and it was a disaster from start to finish. This place falsely advertises itself as a luxury 5-star resort—that’s a joke. It was THE worst travel experience I've ever had. The food was absolutely vile. We tried to give it a chance, but every meal felt like reheated leftovers from a middle school cafeteria. It was so bad we ended up leaving the property just to find edible food. That’s not even an exaggeration. The only edible tasty meal we had was at the Hibachi restaurant which only opens on Saturdays and Sundays for guests. Then there’s the room situation, which was somehow worse. The rooms look like they were last renovated in 1993, and it shows. Filthy, beat-up furniture, crusty old faucets, chipped paint, cheap materials, everything worn down and outdated. Nothing felt clean. Nothing felt cared for. The master bathroom in our first room had no door, which we didn’t even realize was missing until we were moved to another room after the AC broke multiple times. The new room was no better—just a different version of the same mess. The guest bathroom sliding door broke and wouldn't move. They told us they would have to replace it with a brand new door and that it would be fixed while we were out. We came back at the end of the day around 6pm to get ready for dinner to find they had simply removed it entirely stating that they didn't have a replacement and it would take "days" to get a new door. Now we had two bathrooms and zero doors and privacy. Seriously, what kind of “5-star resort” operates like this? What a joke. I’m also a Platinum Elite IHG Rewards member, and even with that, I was “upgraded” to this trash room. If that’s what they call an upgrade, I can’t imagine what the regular rooms are like. They tried to smooth things over with offers of free dinners and spa credit—as if we wanted to eat more of that food. The only real fix here would’ve been a full refund and an apology. This place is rundown, dirty, and flat-out scammy. I wouldn’t stay here again if it were free. There is absolutely nothing 5-star about this resort. Don’t waste your money or your time—go literally anywhere else.

  Jun 13, 2025
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  All inclusive with a nice beach? Think again.

  Despite having been to dozens of resorts all over the world, this is the second review I wrote, the other having been to Iberostar group too. For starters, the management is terrible, especially on the restaurant “La parrilla”. They claim there’s no need for reservation on this restaurant, but it packs as soon as it opens, so unless you want to have dinner at 17:30, you get on a waiting list and they are supposed to let you know when your table is ready. The reality is they don’t observe the waiting list at all and a lot of people simply cut the list while you sit there in front of the restaurant waiting for literally hours. They claim it’s “all included”, that is: you pay one (hefty) price but has to worry about no other expenses. But it just ain’t so: in reality the hotel nickels and dimes you every chance they have, trying to milk the tourist every way they can. Want to go to the spa: pay for it. Want to play golf? Pay for it. Want to make a phone call? Pay for it. By the way: the hotel has many ridiculous rules and they never explain any on them to you. For instance: the beach, which, by the way, is PACKED with SEAGRASS and has very rough waves making it very uncomfortable to enter, has a rule: cannot enter the water before 9am, otherwise an employee yells at you and tells you to get out of the water. That’s right: Iberostar owns the Atlantic Ocean and forbids you to enter it unless it’s in the time they want. Because the beach sucks, all you get is the swimming pool. But today I found out that they even charge if you want to just sit by the pool. That’s right: I woke up early and picked a spot near the swimming pool, and as I’m sitting by the pool, an employee named “Williams” comes over and says that this spot have already been RENTED by someone else. Note that this was never explained to me in any way, so I had to pick my stuff and leave, because despite having arrived early at the pool, by the time the employee explained this, even the spots farther from the pool, which are free, were occupied. If you are looking for an all inclusive hotel with a nice beach, keep looking.

  Jun 13, 2025