IberoStar – Iberostar waves playa de muro

Our recent stay at Iberostar Waves Playa de Muro turned into a stressful and upsetting experience for our family. A cuddly toy belonging to my young son was taken with the bed linen and never recovered. Despite raising the issue multiple times, including providing a photo and contact details, we were met with inconsistent communication, empty promises, and a complete lack of proactive effort.

We had to return to reception repeatedly just to get basic updates — most of which never came. No staff visited the laundry company to search for the toy, nor were we offered the address to go ourselves. The emotional impact on my son was immense, and the situation was handled with a clear lack of urgency or empathy.

To make matters worse, my mother and sister had an ant infestation in their room on arrival, had to wait far too long for a room change, and experienced ongoing issues with faulty key cards and a non-functioning “fast” check-in process.

At the end, the hotel’s idea of resolution was a discount on a future visit — completely tone-deaf, given the circumstances. Returning to the hotel isn’t an option, and such an offer ignored the time, stress, and emotional distress caused.

We booked this trip to relax as a family, not spend our time chasing down answers and being disappointed at every turn. I would strongly discourage families, especially those with young children, from booking this hotel.