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FIND THE ANSWERS TO ALL YOUR QUESTIONS

Frequently asked questions about your holiday at Iberostar hotels

EVERYTHING YOU NEED TO KNOW

Bookings

I have already booked my stay on the Iberostar website. Where can I find practical information about my hotel?

Each of our hotels has all the information you need at Iberostar.com or in our APP. Check the hotels and destinations section to find your hotel, or download the APP to have all the information you need before, during and after your stay.

Can I choose my room at iberostar.com?

Booking on the Iberostar website, you can choose your favourite room with My Room Online.

What can I do if I don't find availability when looking for an Iberostar hotel?

There may be several reasons for this:

  • No availability at the hotel
  • You exceed the maximum occupancy per room
  • The hotel requires a minimum number of nights

Contact our customer service: we will be happy to help you with your request.

What are the advantages of the Online Check-in service?

If you have already booked (via Iberostar.com or through your travel agency), go to Web Check-in and fill in your details. Then, when you arrive at the hotel, all you have to do is go to the "Priority check-in" desk where you will be given your room key.

How can I buy an Iberostar gift card?

We offer you unique experiences with Iberostar Card, the Iberostar's gift cards. Suprise your family, friends or yourself with unrepeatable moments.

KNOW US BETTER THAN EVER

About Iberostar

Why do customers choose Iberostar?

Thanks to the efforts of many, we have become a benchmark for responsible tourism based on quality. In unique places and through an honest and excellent cuisine, we offer a service with its own personality that is transmitted through the people that form our team and the places we create to take care of your rest.

What are the advantages of booking on Iberostar.com?

Discover all the benefits of booking your hotel directly on the Iberostar website.

What is “Best Price Guaranteed”?

Booking your hotel on the Iberostar website has advantages with our Best Online Price Guarantee. If you find a cheaper price on another website, we will apply an additional 5% discount to the price found.

Does Iberostar offer an entertainment programme for children?

Yes, Star Camp is the children's activity programme offered by Iberostar's family hotels, adapted to 3 age groups, from 4 to 17 years old. It is based on the philosophy that holidays are an excellent opportunity to learn new things and make friends from all over the world.

What is Iberostar Star Prestige?

Star Prestige is an exclusive experience offered by Iberostar: VIP attention, reserved areas, superior rooms and personalised services.

What is Aliveness by Iberostar?

Aliveness is a unique experience offered by Iberostar, so that your body and spirit can reconnect with each other and with nature during your holiday. You will participate in activities that will provide you with new ways to take care of yourself and get active in a conscious way.

What is Iberostar Honest Food?

Honest Food by Iberostar is traveling through flavors taking care of your health and that of our environment. It is to eat responsibly and consciously, favoring fresh, local and homemade products.

Have any questions about IHG One Rewards?

What is the IHG One Rewards program?

IHG One Rewards is the IHG Hotels & Resorts loyalty program with which you can earn and redeem points at 18 hotel brands at more than 6,000 hotels and resorts around the world.

What are the advantages of being a member?

With the IHG One Rewards program, members can earn points, get access to special rates and offers, and late check-out. IHG One Rewards Elite members get even more benefits including additional bonus points, welcome amenity, Milestone Rewards, and more.

Do I have to sign up for IHG One Rewards if I'm already in the program?

Yes, IHG One Rewards registration is required to take advantage of the program. On our website you will keep your Private Area to manage your reservations and be aware of our news.

How do I sign up for IHG One Rewards?

It's easy and free. From here you can access the registration in IHG One Rewards.

At which hotels can I earn IHG One Rewards points?

IHG One Rewards members will be able to book their vacations, earn points and enjoy on-property benefits at participating Iberostar Beachfront Resorts.  

Will my current tier be matched in IHG One Rewards?

If you were an Iberostar program member with more than 16 accumulated nights, you received an email to begin the process and were assigned the equivalent tier in IHG One Rewards. Since then, all stays at Iberostar Beachfront and other IHG hotels have counted toward earning points and enjoying the benefits of your IHG One Rewards tier.

I can't find the answer to my question, how can I get further assistance?

You can contact us through loyalty@iberostar.com and we will help you. 

What will happen to my accumulated nights?

Your previously accumulated nights were considered when assigning you an equivalent tier in IHG One Rewards. From then on, all stays at Iberostar Beachfront and other IHG hotels count toward earning nights and points, allowing you to enjoy the benefits of your tier.

Is there a deadline to sign up for IHG One Rewards and receive the equivalent level from Horizons?

Yes. To receive an equivalent tier in IHG One Rewards and keep your accumulated nights from Horizons, you needed to sign up before 12/31/2023. An email was sent at the time with instructions to complete the process.

How do I add my stay preferences if I am already an IHG One Rewards member and I am booking for the first time at an Iberostar Beachfront Resorts hotel?

Contact the Iberostar Call Center to communicate any request or preference regarding your stay.

As a member of the IHG One Rewards program, can I enjoy my benefits at Iberostar Beachfront Resorts?

Yes, you can now enjoy all the benefits offered by IHG One Rewards at Iberostar Beachfront Resorts hotels. Platinum Elite and Diamond Elite members will be offered the choice of IHG One Rewards points or a Hotel Credit as their Welcome Amenity at check-in.

Will I be able to use my Annual Lounge Membership at Iberostar Beachfront Resorts?

Members who have an Annual Lounge Membership will be able to use this benefit at participating Iberostar Beachfront Resorts. This includes the use of Star Prestige facilities, where available, excluding Star Prestige guest rooms.

Which hotels can I use my IHG One Rewards points for a Reward Night including Points & Cash?

Reward Nights can now be booked at participating Iberostar Beachfront Resorts on IHG.com, the IHG One Rewards app or by calling the IHG Customer Care.

Why can’t I find any availability for a Reward Night or Free Night at an Iberostar Beachfront Resort on IHG.com?

There may be several reasons for this: 

  • The number of guests you are searching for could be below the required minimum or exceeds the maximum amount 
  • You are searching for a board type (meal plan) not offered  
  • The hotel requires a minimum number of nights 
  • There is no longer availability for the dates you have selected

Are there blackout dates for Reward Nights or Free Nights?

While there are no blackout dates, Reward Nights and Free Nights are subject to hotel availability.  

Do the guest count and age details on a Reward Night matter, since I’m using points, or on a Free Night?

Yes! All-inclusive properties, regardless of chosen board type (meal plan), have a maximum number of guests allowed for a Reward Night or Free Night stay. Please ensure your guest count is accurate (including children and their ages) in your reservation to avoid extra charges at check-in.

Are Reward Nights/ Free Nights subject to taxes & fees?

Local taxes & fees are subject to payment at Iberostar Beachfront Resorts. 

Discover Everything About the Program

Iberostar Horizons

What happened to the Iberostar Horizons loyalty program?

Iberostar Horizons was the former loyalty program of Iberostar. As of today, Horizons Iberostar no longer exists. However, you can still register on iberostar.com to access your , just like you did with your Iberostar Horizons login. There, you'll find your favorite hotels at your fingertips, manage your reservations, and access exclusive offers just for being registered.

How do I register for Iberostar Horizons?

The Iberostar Horizons program has come to an end. Currently, you can register on iberostar.com and access your private area to see everything equivalent to the former Iberostar Horizons benefits. If you haven't done so yet, register on iberostar.com and be the first to find out about our updates.

Did the achieved Iberostar Horizons levels have an expiration date?

Yes, the Iberostar Horizons levels had an expiration date. However, we invite you to access your private area, the former Iberostar Horizons login, to discover how to register on iberostar.com.

How can I level up in Horizons?

Due to the termination of Iberostar's Horizons loyalty program, you can no longer level up. But don't worry, as you'll retain benefits and advantages from the Iberostar Horizons program, which you can see in your private area.

Will my Iberostar Horizons level status be maintained?

Yes, you will retain the benefits and advantages of the former Iberostar Horizons program. Access through the former Iberostar Horizons login and discover our updates before anyone else.

FIND OUT EVERYTHING YOU NEED TO KNOW ABOUT OUR COMMITMENT

Sustainability

What is Iberostar Wave of Change?

Wave of Change is Iberostar's ambitious sustainability commitment to the oceans to lead responsible tourism, a pioneering initiative in the business.

What are Iberostar group's sustainable development goals in terms of waste treatment and circular economy?

All Iberostar hotels are already single-use plastic-free in all areas from the end of 2020 and will be landfill-free by 2025 and carbon neutral by 2030.

What initiatives has Iberostar put in place to promote responsible fishing?

41% of the fish and seafood served at Iberostar already comes from responsible fishing. In addition, by 2025, Iberostar will only source from fisheries or seafood farms that balance sustainability.

What specific measures does Iberostar take to ensure the health of the coast and its ecosystems?

At Iberostar, we protect and restore seagrass beds, coral reefs, mangroves and other ecosystems to achieve the goal of improving the coastal health of the destinations where we operate by 2030.

ASK US ANYTHING

Hotels

Is web check-in necessary before my arrival at the hotel?

In line with the measures adopted to guarantee the safety of all our guests, it is highly recommended that you check-in before arriving at the hotel. If you have already booked (at Iberostar.com or through your travel agency), please check the conditions by accessing web check-in.

At what time can I check in and check out of the hotel?

Check-in is after 15:00 and check-out is before 12:00. These times may vary slightly depending on the destination you have chosen. You can request a late check-out or early check-in if you need it (this service is subject to availability and may incur a charge).

I have doubts between 2 or more hotels, I don't know which one to choose.

If you have any doubts between several of our hotels, with the iberostar.com comparer you will be able to see the specific characteristics of each one and find the one that meets all your wishes. Or if you prefer, contact our customer service department where a specialist will help you select the best hotel for your holiday.

What is included in All Inclusive accommodations?

The Iberostar All Inclusive accommodation regime may vary depending on the destination you are travelling to. Find all the information regarding the All Inclusive of the destination of your choice here.

Is there a special dress code for Iberostar hotel restaurants?

Check with the hotel of your choice for the dress code of each dining area.

Are pets allowed in Iberostar hotels?

At Iberostar Waves Ciudad Blanca and Iberostar Selection Albufera Park in Mallorca, your pet is welcome. (Service with extra cost) Please consult directly with the hotel of your choice or with our customer service.

BE MINDFUL OF WHAT YOU EAT

Food & Gastronomy

I don't eat animal-based foods, does Iberostar have vegan hotels?

At Iberostar, we adapt to your preferences with a wide range of tasty and healthy cuisine. Do not hesitate to contact us to specify your dietary needs before your arrival at the hotel.

Do you serve gluten-free food at Iberostar hotels' restaurants?

Taste the best gastronomy and the best recipes adapted to the diet of people with coeliac disease. Don't forget to mention it in your reservation by contacting us or directly with the Iberostar hotel of your choice.

My religion does not allow me to eat certain foods. Are there options for me in the hotel restaurants?

Yes, at Iberostar we have such a wide gastronomic offer that there will always be options for you to enjoy the best flavours.

WE ARE ORGANIZATION EXPERTS

Events

Can I organise my wedding, engagement or honeymoon at Iberostar hotels?

Of course, at Iberostar hotels we specialise in celebrating love. Discover all the options we have in store for you to shine like a star on your wedding day at Iberostar.

Can I contact a specialized wedding planner?

So that the most important day of your life turns out even better than you dreamed it would, we provide you with a contact form to deal directly with our specialist wedding planners.

Is it possible to organise business events, conventions or teambuilding activities at Iberostar hotels?

At Iberostar, we know about the importance of having happy and motivated work teams first-hand. Most of our hotels have meeting rooms, convention centres and we work with the best specialists in event organisation. Discover them here.

FIND THE BEST

Offers

How can I use Iberostar promotional codes?

If you have a promotional code, enter it in the "promotional code" box and start the booking process. If it meets all the conditions, it will be applied automatically. Check the conditions of use on the offer's specific page which is associated to your code.

  • 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. 

How can I get the best deal with Iberostar?

Go to our offers page to find the one that best matches your needs. Additionally, when you book on Iberostar.com, you always get the Best Online Price Guaranteed.

Are there special offers for children at Iberostar hotels?

In some Iberostar hotels, kids stay free of charge. Check for the current conditions of this offer, here.

YOU WILL BE INTERESTED TO LEARN MORE

Cancellations

How can I modify or cancel my Booking made with Iberostar?

You can modify your booking online or by calling our Iberostar customer service. If you are registered with Iberostar.com, you can easily access from the My bookings section. If you have not yet registered, access from the "Manage bookings" option in the main menu of the website.

WE ARE ALWAYS HERE FOR YOU

Customer service

How can Iberostar's customer service help you?

Our specialised advisors will guide you and recommend the best option for your holiday. You will be able to ask them any questions you may have, as we speak your language.

Do you have more questions?

Is there a frequently asked question that hasn’t been answered on this page?

We want to provide you with all the information you need to know about your vacation with Iberostar. If you have a question that isn’t answered on our frequently asked questions page, please get in touch with our call center agents. They will answer your question and you will be helping us improve.