Very Disappointing and Unprofessional Experience at Iberostar Waves Cristina
I wish I could write a positive review about our stay at Iberostar Waves Cristina from July 21st to July 27th, 2024, but unfortunately, the hotel's negligence and unprofessionalism left our family deeply frustrated.
On July 23rd, my daughter participated in one of the hotel's kids' activities, during which staff applied a honey-based face mask to her skin. The following morning, she woke up with a swollen face due to a severe allergic reaction. Despite the fact that she isn't allergic to eating honey, applying it to sensitive skin caused immediate swelling, and we had to seek medical attention. Her holiday was effectively ruined--she couldn't swim, join further activities, or even enjoy the sunshine without risking infection and scarring.
The hotel's response to this serious incident was appalling. We notified the management immediately and expected prompt action to resolve the issue and compensate us for the disruption. Instead, they passed the responsibility to an insurance company, who have STILL not resolved the case months later. We spent the rest of our vacation chasing the hotel staff for updates, sending medical documents, and receiving nothing but vague promises and endless delays.
It is clear to us that Iberostar Waves Cristina does not care about the well-being of their guests or take responsibility for their own mistakes. The complete lack of urgency, compassion, or any meaningful attempt to address our situation was shocking. To add insult to injury, after months of back-and-forth, the hotel offered a laughable "20% discount" for a future stay, as if we would ever return to a place that treated us this poorly.
We feel scammed, disrespected, and utterly dissatisfied. This hotel has no business claiming to offer a family-friendly experience when they fail to ensure basic safety for children or handle serious incidents with even a shred of competence. read more