IberoStar review: Customer service

I’m once again escalating a serious issue that remains unresolved despite multiple attempts to address it directly with your staff. I’ve reached out via phone multiple times on December 20 with no help. I’ve tried email communications with Iberostar multiple times since December 23, to no avail.

Despite all my attempts to reach out to Iberostar, nobody has shown any care or desire to help me resolve what remains as a serious issue. I’ve received no responses.

I’m once again requesting immediate review and resolution by Iberostar corporate leadership or guest relations.

I stayed at Iberostar Waves Berkeley Shore in Miami Beach, Florida, Room 113, checking in on December 13, 2025, and checking out on December 15, 2025.

During my stay, I requested one blanket due to the room being cold. I had to ask the front desk three times on December 14, 2025 before housekeeping ultimately delivered one blanket, which is exactly what I requested and received.

My stay itself was otherwise pleasant. However, on December 20, 2025, I discovered an unexpected $80 charge on my credit card, despite my $100 security deposit supposedly being pre-authorized and released. I received no notice, invoice, or explanation from the hotel.

After contacting Iberostar multiple times, I was eventually informed by a representative named Victor at the Miami Beach location that housekeeping claimed I had stolen two blankets. This accusation is entirely false and illogical, as:

I only requested one blanket.

I only received one blanket.

Victor himself acknowledged that one blanket was found in the room at checkout.

Despite this, Victor stated that housekeeping records showed three blankets were delivered and accused me of lying. I was deeply offended by this allegation and by the refusal to consider the obvious discrepancy or investigate a potential internal error. The conversation ended with Victor hanging up on me.

Subsequent attempts to contact the Berkeley Shore location went unanswered. When I called the Miami Beach location again, Victor refused to assist me further, stating I was “disrespectful,” told me to “help myself,” and hung up again.

On December 23, I reached out via the customer support page and submitted a help ticket. I was contacted by Paola Fuentes from the contact center, asking me to submit another form through the website. I was unable to do this due to a technical error. I followed up with Paola through email describing the error, and included my original message that I used when submitting my ticket, in this email.

As of January 24, I’ve received no response from Paola or anybody else from Iberostar after multiple follow-up emails.

To date:

I’ve received no documentation, invoice, or proof supporting this charge.

I’ve been accused of theft without evidence.

I’ve been refused assistance and treated unprofessionally.

I’ve been charged money based on what appears to be an internal inventory or reporting error.

I’ve been disregarded from the absolute lack of communication from Iberostar staff.

This experience has been extremely stressful and upsetting. I find it unacceptable that a paying guest can be accused of theft, charged without proof, and dismissed when seeking clarification. This reflects poorly on Iberostar’s standards of customer service and accountability.

I’m requesting the following:

Immediate refund of the $80 charge.

A written explanation of how this charge was applied.

A confirmation that my messages are received and that I will receive appropriate assistance.

A formal review of staff conduct, particularly regarding Victor’s initial handling of this matter.

Confirmation that this accusation will not remain on any internal record associated with my name.

I had no reason to fabricate any part of this situation. I enjoyed my stay and spent my money willingly. This issue arose solely due to what appears to be a serious internal mistake, for which I’m now being unfairly penalized.

I hope Iberostar will take this complaint seriously and resolve it promptly. I’m asking only for fairness, accountability, and the return of money that was wrongfully taken.