Iberostar Heritage Grand Mencey

Beautiful property ruined by poor staff attitude and maintenance While the Iberostar Hotel Mencey boasts an excellent location and a good, diverse breakfast, the overall experience was deeply disappointing for a 5-star establishment. Unprofessional Customer Service: • Front Desk: The reception staff appear to judge guests by their appearance. Because we prefer a casual, low-profile look, we felt looked down upon throughout our stay. • Breakfast Staff: Service was remarkably rude. When I mentioned that the coffee machine display was in a completely non-European language, a staff member snatched the cup from my hand and demanded to know what I wanted in a very unpleasant tone. When the coffee arrived, it was practically thrown onto our table. Room & Maintenance Shortfalls: • Air Conditioning: Outdated and semi-defective. I had to call maintenance just to learn how to trick the wall panel into providing a tiny amount of air. • Bedding & Amenities: No proper duvet cover was used (just sandwiched between two sheets). The bathroom had minor mold, and the hairdryer overheated and shut off every 2 minutes. Worse, the iron had melted fabric on the plate and ruined my clothes. Realistically, this hotel provides a 4-star experience masked behind a 5-star label. Management seriously needs to address staff training and room upkeep.

Nice outdoor space. Good service

Nothing

Everything. The hotel is amazing

The room needs updating

The main areas of the hotel are quite nice - colonial style and lots of lush plantings that were very pleasant to look at. The hotel is well located in a nice residential area with an excellent Indian restaurant across the street. There is a beautiful park across the street as well. It is pleasant 15 minute walk to the centre of town. The room was spacious with a nicely tiled bathroom and separate toilet and bidet room.

I paid to upgrade to a balcony king room with a garden view. We overlooked the umbrellas of the breakfast restaurant which was not only an uninspired view, it was very noisy from about 7AM. We woke up quite early due to time change. We turned on the TV and immediately the next door occupant started banging on the wall. Earlier, we had heard that occupant very clearly when he was talking on the phone. It appears there is little or no sound insulation between the rooms. The carpet in the hallway to the rooms was dingy as was the baseboard trim. The hallways need a face-lift.