Iberostar Waves Rose Hall Beach - Adults Only - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

7659 reviews

• 

  Poor experience/ customer service

  **Extremely Disappointing Experience – Poor Customer Service at Iberostar** **Booking Details:** - **Original Resort:** Iberostar Waves Montego Bay – Premium Ocean View, Adults Only - **Checkin:** Wednesday, November 4, 2026 - **Check-out:** Sunday, November 8, 2026 - **Number of Guests:** 2 We booked a stay at **Iberostar Waves Montego Bay – Premium Ocean View, Adults Only**, expecting the adultsonly experience and amenities that we had specifically chosen and paid for. Upon arrival, we were informed that we would be upgraded to Iberostar Selection Suites. What we were not told was that this was the family friendly section of the resort.As a result, our experience was completely different from what we had originally booked and anticipated. One of the biggest disappointments was the lack of evening entertainment.After dinner, there was virtually nothing to do other than Bingo in a room full of children.This was certainly not the adults only vacation we had planned. On our last evening, we decided to take a walk over to the Waves property.We were immediately struck by how much nicer the atmosphere and overall environment were.While walking around, we spoke with a very friendly employee who took the time to explain the resort and informed us that we had been placed in the Family friendly section. She also explained that we should have been advised that, despite being accommodated at the Suites, we were entitled to use the amenities at Waves. **This information was never communicated to us during our stay!** Upon returning to the Suites, we contacted Guest Services, who arranged for us to speak with Tyra, a concierge representative at Waves. Unfortunately, this interaction made an already disappointing experience even worse. Tyra informed us that we had been moved to the Suites because we were booked as part of a party of 22. This was simply not true. We had our reservation readily available and showed it to the Guest Services representative to confirm that we had booked independently. Rather than acknowledging the misinformation or attempting to resolve the situation professionally, Tyra was dismissive, offered no apology whatsoever, and actually hung up the phone on me! **This is absolutely unacceptable customer service.** A resort should be transparent with its guests, particularly when making changes to the accommodations they have specifically booked. At the very least, guests should be informed of their options and the amenities available to them. What should have been an enjoyable adults-only vacation turned into a frustrating experience marked by poor communication, lack of transparency and extremely disappointing customer service. We are very disappointed with how this situation was handled and would seriously hesitate to book with the Iberostar chain again. I would also encourage future guests to carefully confirm exactly which property they are being booked into and what amenities they are entitled to access. **Iberostar, you need to do better.**

  Nov 07, 2026
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  AMAZING

  The atmosphere was absolutely amazing and Shaion was wonderful the way she was always so excited and bright to see us was truly heart warming along with the Junior and Odean at the pool bar made the day fun and were so easy to talk too and worked very hard to make customers laugh and happy !! Amanda as well is so sweet and wonderful !! I can name so many names that just made the atmosphere so fun and so exciting I cannot wait to come back and especially Stretch with entertainment just made it bright and so much more fun to dance, play games, and really enjoys getting to know people !! Such a very wonderful place and so comfortable ❤️

  Nov 07, 2026
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  Huge disappointment! Seriously needs to up its game!

  Im seriously shocked by the reviews here as the reality is very different. Let’s start from the very beginning with check in. Only one front desk staff member with over 20 guests waiting to check in including families with young children. From our prospective, the staff member seemed unclear on which rooms were available. Definitely not a great first impression. No apologies or welcome drinks offered to anyone that I observed. The room itself. First impressions were that it’s dated & worn, tatty around the edges with broken tiles in the bathroom. Linens were fresh and clean in appearance. No kettle, drip filter coffee machine provided with poor quality coffee & tea bags. No milk so in reality it would be better with no machine at all as this just causes guest frustration (management note) Cleaning, the room appeared reasonably clean however, walk in bare feet and you realise the floors are not clean. Food, major shock & disbelief that a supposedly ‘quality’ hotel in the Caribbean serves frozen fruit which can be seen being topped up from packets. This was absolutely unbelievable and having experienced unthawed frozen ‘packet’ fruit at breakfast on the first morning I was made super aware for the remainder of my stay re all food. When the buffet restaurant is closed it can be a real challenge to get a reservation in another restaurant but the hotel already has your money so dont seem to be bothered, HVing paid for the product you should not have to face the reality of having to scramble around to prebook restaurants. Steak was very poor quality ´Lobster’ dry .& again poor quality Overall a huge disappointment food wise as other here have mentioned. For me the best food offering was the smoked salmon at breakfast. Very limited room service menu which ends at 11pm. The gym equipment is good however a/c next to useless. Rooms poorly insulated - One of the biggest issues is the overall noise in the hotel complex. Be prepared to experience disturbed sleep. The hotel is also overrun with kids. Be prepared to be hassled on the beach to buy marihuana… and the attitude generated by a polite decline. Of course you are in the Caribbean so it’s easy on the eye but it takes more than a few poor quality all inclusive drinks to dress this establishment up that’s for sure. Hotel management need a serious wake up call to the reality of standards, especially in relation to the food.

  Nov 04, 2026
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  Yes and No

  Loved the atmosphere. The staff was exceptional. However, be prepared. You will get pressured to join an Exclusive Club. No Bueno! Impossible to get any assistance or explanation after you sign the agreement. Not worth it. It's a full time job trying to figure things out. Spend your money a la carte. Thanks. C.M. & Family

  Oct 31, 2026
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  Don't go next door!

  Overall the hotel is excellent! The food is great with lots of options and different restaurants. The beach is beautiful, the staff are really helpful and lovely, the drinks are free flowing with lots of cocktail options and branded spirits. We would definitely return! If you are planning any trips I highly recommend Tripple G tours. Gregory is a brilliant tour guide and made us feel so safe and looked after. He is also cheaper then booking through the hotel and he went above and beyond for our family when 2 of our group were unable to fly, arranging doctors appointments and driving them around. Call or message him on WhatsApp +1 876 7936476. If the concierge desk call your room and offer you a breakfast in the hotel next door with free vouchers for the spa and shop...DO NOT GO! We got conned into going and all it is is a high pressured sales pitch to join the iberostar membership scheme. They got quite rude when we said we didn't want to buy, and kept putting managers in front of us, who were very large men, who were getting bigger and bigger and more intimidating each time. A horrible experience! Also if you, like us get to the airport and can't fly for some reason, don't bother going back to the hotel as they will tell you they have no rooms, even if you have booked a room on booking.com 🤦‍♀️ But aside from that we had an amazing stay. Xx

  Oct 25, 2026