Statement from Iberostar Hotel & Resorts

As a preliminary matter, we must emphasize that all incidents reported by guests in our facilities are treated with the utmost respect and care by our staff. If there is an issue, we make every effort to make certain that all appropriate actions are taken. Every allegation respecting the welfare of our guests is carefully considered, and we always seek to assist guests who allege that they have encountered problematic situations at any of our facilities.

The safety and well-being of our guests is and will continue to be our number one priority. We host over a half million guests each year in our Mexican hotels and we are proud of our record of guest safety and satisfaction, as evidenced by the very large number of guests who return to our resorts after an initial stay. We are aware of allegations regarding an incident that dates back more than seven years. Iberostar Hotels & Resorts has zero tolerance for any type of illegal or inappropriate conduct at any of our properties. If an issue is brought to our attention, it is Iberostar’s policy to address the matter immediately and to offer appropriate assistance and help. Ultimately, it is a guest’s decision whether to file a complaint with the authorities and whether or not to accept help and assistance.


Iberostar Hotels & Resorts is a family-owned company with more than 60 years of history, welcoming millions of guests per year at its many hotels and resorts around the world. We are a company committed to excellence. We continuously strive to innovate and enhance all aspects of the services we offer. We always seek to find ways to refine our services and procedures with the objective of offering our guests the very best possible experience. We are fully committed to our guests and to their safety and well-being, continuously monitoring every aspect of our hotels and resorts in an effort to meet the highest standards of safety and enjoyment.

It is important to note that, in addition to complying with the laws and pertinent regulations of the jurisdictions in which we operate, we implement strict security measures in our hotels, including having active security personnel on duty 24 hours per day, 7 days per week. We restrict public access to our hotels and we are continuously updating our security protocols. The Paraiso resorts complex has a centralized CCTV system with 130 security cameras distributed throughout the complex, allowing for continuous and real-time security control. We initiated this project several years ago and are now rolling out a second phase, which focuses on building interiors, pool areas, and outside bars.

Guests and travelers who have any questions or concerns are welcome to contact us directly at (888) 923-2722. Our teams are available 24/7 at our resorts to ensure the safety of our guests and their enjoyment of their stay with us.

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