Iberostar Selection Rose Hall Suites

As IHG members who booked directly through IHG, we chose this hotel expecting the exceptional service and accommodations associated with a five-star resort. Unfortunately, our experience fell far below those expectations.

Upon arrival, we were assigned connecting rooms that were in unacceptable condition.

Our concerns included the following:

• The rooms were extremely dated, and there were dead bugs on the floor upon arrival, indicating that the rooms had not been properly cleaned before check-in.
• The shower in one room was an accessible shower with only a handheld showerhead. The showerhead would not remain in position, making it impossible to shower normally. We contacted maintenance numerous times, and although we were repeatedly told it had been repaired, the issue was never actually resolved. During one repair attempt, maintenance left the bathroom covered in mud. A housekeeper who later entered the room also attempted to fix the shower but informed us she would not clean the bathroom because she had already serviced our room earlier that day. Throughout this process, we contacted the front desk multiple times and, for much of our stay, our concerns were either ignored or not adequately addressed.
• The television in the room was also broken. After two maintenance visits, we were told the only way it would function was if it remained tilted to the left. This was clearly not an acceptable solution. The maintenance person seemed highly irritated that he was being asked to fix a tv and shower head.
• The room safe was inoperable.
• We did not receive the complimentary bottled water typically provided to guests along with extra bedding in the closet as all rooms had.

In addition to the issues with our rooms, we encountered serious cleanliness concerns throughout the resort.

My husband discovered bugs inside multiple packaged food items displayed on the left shelf of one of the food areas. We have videos documenting this. He immediately reported it to Guest Services, and staff appeared very concerned. We noticed the affected food items were promptly removed later that day, only to be returned the following day.

We also observed bugs in the fruit being served at the buffet. We have photographs documenting this as well.

After numerous unsuccessful attempts to have our concerns addressed, the supervisor on duty, Shaunavon, finally listened to our situation and moved us to ocean-view rooms on another side of the resort in rooms 3409 and 3410. We sincerely appreciate Shaunavon’s professionalism and compassion. The difference was immediately noticeable. The new rooms were significantly cleaner, better maintained, and reflected the quality we had expected from the beginning of our stay.

Unfortunately, even after relocating, our experience continued to be frustrating. Housekeeping repeatedly failed to clean our rooms. For two consecutive days, we had to contact the front desk and Guest Services multiple times through phone calls, in person, and through the hotel app. On the first day, housekeeping did not arrive until nearly 6:00 p.m. On the second day, we again had to repeatedly request service before housekeeping finally arrived later that afternoon.

Overall, the condition of our original rooms, the repeated maintenance failures, the lack of responsiveness from hotel staff, the housekeeping issues, and, most concerning, the food safety issues made for an extremely disappointing stay. This is not the level of quality or service we expect from a five-star property or from a hotel affiliated with IHG.

What a highlight of our resort stay! Kimeisha, the waitress at the poolside who served us, was incredible- welcoming, knowledgeable about the menu and so attentive to our group. She handled everything with grace; she made us feel like VIP's. Her hospitality is a big reason this hotel feels like home. Thank you for your wonderful service!

Overall this is a fine hotel for what it is- a budget all inclusive. The staff are generally nice, and the property is fairly rough at the moment in terms of appearance but they were painting and making some efforts. The beach was clean and easy to fine chairs. Food was overall fairly good. AC in the room was fairly bad, drinks at the pool can take a while for sure, and the general crown is more of a Blue collar type (nothing wrong with that just stating it)