FAQs

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Frequent Questions at Iberostar.com

Why do customers choose Iberostar?

Customers choose us for our unbeatable locations, because at Iberostar, you'll be right on the seafront, in the heart of the city or in the midst of the finest architecture. They choose us for the quality of our cuisine, in which we combine traditional recipes with new concepts, using only the finest quality ingredients. We take care of every detail, creating a unique experience and providing excellent service in all of our hotels. And all of this with a commitment to the future, since sustainability is the basis of our business philosophy.

What are the advantages of booking on Iberostar.com?

By booking on iberostar.com, you'll receive the best online price guaranteed and will be able to choose the room that best suits your needs and those of your companions. What's more, by registering with My Iberostar, you'll enjoy benefits and additional discounts with your bookings. More information

How can our customer service help you?

Our advisers will help you and recommend the best options for your holiday. They have first-hand knowledge of the Iberostar experience and want to share it with you. Whatever your question, just ask our advisers. They speak your language and have in-depth knowledge of our hotels and destinations. 

What is My Iberostar and what are the benefits of joining?

Being registered on My Iberostar offers you exclusive benefits, such as 20% extra discount on bookings, points to redeem for gifts, email updates with the best deals and recommendations, access to your booking history, and total confidentiality and security when providing personal data.

What are IberostarPOINTS and how can I redeem my gifts?

My Iberostar registered users earn IberostarPOINTS on every booking they make on iberostar.com for any Iberostar hotel that is part of the programme. You can redeem these for gifts and discounts when making your booking, after you have made your booking, or save them for future bookings. Register now for My Iberostar to obtain these exclusive benefits.

What is a promotional code, what is it for and how do I use one?

With a promotional code, you can obtain additional benefits such as discounts or added extras.
 
How do I use it?
If you already have a code, just enter it in the Promotional Code box and start the booking process. If the booking meets the conditions for the code, the promotion will automatically be applied to the booking. 
 
• A promotional code can only be applied to the accommodation and board element of your booking, not to any additional products.
• It is only possible to apply one promotional code per booking and it cannot be combined with other offers. 
• As well as the general conditions of use, each code is associated with particular conditions that you can check on the offer's online page. 

What is “Best Price Guaranteed”?

Always book your Iberostar hotel on iberostar.com, because you won’t find a better price elsewhere for the same booking. And if you can, we'll apply an additional discount of 5% on the best price found. View conditions.

My search hasn't produced any results. What should I do?

If there is no availability, the hotel requires a minimum number of nights for your dates or you exceed the maximum occupation per room. Please contact our customer service. Our advisers will make a note of your request and do all they can to help you. Contact us.

How can I modify or cancel my booking?

If you're registered with My Iberostar, you can access this easily via the My Bookings section.
 
If you still haven't signed up, you can access this from the Manage Booking option on the website main menu. You will need your booking reference to hand and the email address you entered when you booked, or the email, hotel and check-in date. 
 
And of course, you can contact our customer service team free of charge and an Iberostar adviser will help you with your booking.

What are the check-in and check-out times at the hotel?

The usual time for arriving at the hotel and having access to your room is from 14:00, but in some cases this can vary. If your estimated time of arrival is earlier, please do not hesitate to request early check-in, so you can access your room earlier than the time established (service subject to availability). 
 
Check-out is before midday, but if you want to extend your stay as long as possible, you can request late check-out and stay in your room longer. Don't forget to ask about this service at the hotel as it is subject to availability and there may be an additional charge.

What are the benefits of online check-in?

Enjoy your hotel sooner by checking in via our website. 
This way, all you'll need to do when you arrive at the hotel is go to the Priority Check-In counter and pick up your room key. What could be easier?

Can I choose the exact room I will stay in at the hotel?

If you make your booking on iberostar.com, you can choose your exact room free of charge by using My Room Online. Which do you prefer, being near the pool or the beach? It’s up to you! Choose the room that suits you best for a perfect holiday. 
 

I can't decide between two or more hotels.

If you're having trouble choosing between several of our hotels, you can use the comparison tool on iberostar.com to view their specific features and make the right choice for your stay. Or if you prefer, contact our customer service team, where a specialist will help you choose the best hotel for your holiday.

I can't decide which room to choose.

On Iberostar.com, we provide a room comparison tool to help you pick the most suitable room for your needs. You can access this from either the hotel information page or during the booking process.
 
And if you're still having trouble choosing, you can contact our customer service team. Contact us.

I can't decide which rate to choose.

On Iberostar.com, we offer various types of rate to suit your needs: with an additional discount, without advance payment, with free changes and cancellations, etc.
 
Once you've chosen your hotel, dates of your stay, number of rooms and guests, you can find the conditions of each rate by clicking on View Conditions of Rate. 
 
Or if you prefer, you can contact our customer service team free of charge and an Iberostar adviser will help you to choose the most suitable rate for you.

Talk with an expert now

Do you need some help or advice?

Call us for free to the following number +1-855-378-9011 Call us for free to the following number +1-855-378-9011

- Monday to Friday (09:00 to 19:00) (GMT-05:00)
- Saturday and Sunday (09:00 a 18:00)