Iberostar - accommodation in Marbella

THE WORST CUSTOMER SERVICE I’ve ever experienced. Arrived at the hotel to be told I could check in without a passport, that a drivers licence wasn’t valid ID anymore- the manager even told me patronisingly to “check on ChatGPT!” Whilst the managers discussed our fate they told us to go get a drink at the bar “on them”. Then when we did that and handed over the voucher we’d been given the waitress told us that didn’t cover the drinks we had chosen- not that we have been prescribed which drinks to select, she was extremely rude and when the manager came over to tell her to explain the situation a full out argument in Spanish ensued. Quite unbelievable. The bottle blond middle aged bar lady (didn’t get her name) was so rude. I was told there was no way we could be checked in so I had to travel back to get the passports, nowhere on any of my booking information did it state that a passport was a requirement, zero effort was made to appease me or show and sympathy to the fact I had driven a long way with a young family. It was my first stay at the hotel and will be probably be my last unfortunately. I complained to the Company and they forwarded me to the Hotel Management team who I haven’t heard anything from - that was over a month ago. VERY DISAPPOINTING

Lovely place with a relaxed atmosphere and friendly staff.

A