Review of Iberostar Selection Bavaro Suites 5*

I will never visit this resort again. We were here meeting up with our family from the uk, we are from Canada. Their room had mold and was so damp that their passports in their safe was wet. We were there when the hurricane hit the Dominican. Which wasn't a problem the hotel handled that fantastic and we felt safe and secure. We had food and lots of water. My issue with the hotel is what happened after this. Our flight was cancelled from air Canada and our air Canada rep didn't tell the hotel anything. When the rep called us he told us that the hotel had checked us out and we were no longer in our room. This was before our actual checkout date. He had sent his supervisor to make sure we were in the hotel. So we tried to extend our stay in the hotel to be told by the front desk that we had wait for our rep to tell the hotel that information. That would be the next day. We went back the next day to see if they had any information about extending our stay because we didn't want to be out of our room because we have a 7 month old little girl and our 8 yr old son. They said no it could be in their system at the end of the day. It wasn't long story short they never got anything or tried to. The next day was our actual checkout date. We went down to the front desk and asked to call our rep and they told us that we had to pay to use the phone. It's free to call the reps. We found the reps number and gave him the number he put it in and told us that the number is disconnected and that I had to pay him money to call again. I said no we need to speak to our rep for our stay, so he can tell you what he told us. Anothe 3 front desk men came over and they started talking in Spanish and started laughing at me. He said after that you have to pay me or go to customer service. I said so you don't have a room for us to stay in? He said there is nothing in the system you have to pay for a room and you have to pay to call the rep. We paid for a room thankgod we had our credit card with us. We had to move rooms within an hour and they had a bell boy waiting outside for us to move. My mum and dad was so upset that they were so rude to us. Oh there was a family already waiting in the lobby for our room to be ready! This hotel doesn't care about you or your family. Just your money… I did enjoy my time here until this happened. But I have to say I didn't have any dealings with the front desk until this. The staff in the resort are nice and the resort is old but nice. If you go here please keep this in mind to have insurance and have very limited involvement with the front desk because they are rude and very unprofessional people. There is a lot more that they did here this is just an over view and very quick version of the last 3 days of my family's vacation. But I will never visit this resort again because of the treatment we received from them.