IBEROSTAR Grand Hotel Rose Hall

We had a truly unforgettable vacation at JOIA Rose Hall Iberostar in Jamaica.Check-in had set the tone for nothing less than five star service for our entire stay.The resort is well maintained and nicely groomed.There are several pools and plenty of bars offering a wide range of top beverages.Staff came around often making us feel Da Love and made us feel right at home.The food is fantastic,Jamaican chefs very hard at work are amongst some of the best in the world.The rooms are pristine clean and housekeeping does an excellent job at keeping them that way.The location is on a beautiful stretch of beach with plenty of space and getting a spot or a chair was no problem at all. We wanted to save the best for last, the customer service.Customer service is second to none here, the staff take any and all issues very seriously.Our heartfelt gratitude goes to all the staff for having treated us not only as clients but as family.The following staff members deserve the highest commendations for providing excellent customer service:Alanzo,Gregory,Travis,Dwayne,Andre,Shanea,Cruise,Disaun, Nadene,Joselito,Lushana,Andrew,Marsha,Omar,Love,Laticia,Nicholas, Shanice,Angelica,Nicola,NickiAnn,Alan,Carla,Sherayle,Oshaya,Latoyaand Shamaine.We definitely recommend this resort and look forward to coming back.

Best vacation ever! Butlers Glen, Kadeen, Ralston and Rennardo treated us like family. Genuinely caring, not customer service fake. I will be requesting them on my next visit.

The resort is beautiful and all top notched. Very clean and everyone friendly and ready to help all the time. The restaurants all very good and did not need reservations. The beach was nice, ocean little cold and rough due to the weather not so hot. The pools are very nice and big but also cold when we were there. Some seaweed a few days but the staff removed it as much as they can do. Our butler Jaime was very friendly and always available if we need him, he will send daily updates each day. We did not need him much was good to know he was there and Travis was available when Jaime was off. Room was very big with a huge balcony with a lot of privacy, very clean, bed a little too hard for me but comfortable.

We arrived in Montego Bay on Tuesday afternoon and experienced a smooth, efficient transfer from the airport to JOIA Rose Hall. Given the demanding nature of our professional lives in the United States, my husband and I were looking forward to a genuinely relaxing and well-managed stay. While the initial welcome at the front desk was courteous, it quickly became evident that critical information regarding our booking and accommodations was either neglected or deliberately omitted. Despite having paid for butler service, no explanation of the service or its scope was provided at check-in. While our butler, Omar, has been exceptional and consistently professional, it is unacceptable that he has had to compensate for the front desk’s failure to properly inform us of the services included in our stay. This lack of communication set the tone for what has been a deeply disappointing and substandard experience overall. Fundamental services that were clearly advertised have only been provided after repeated requests. For instance, nightly turndown service—marketed as a standard offering—was not performed on our second evening. More concerning, a front desk staff member incorrectly stated that this service is not provided nightly, only to be contradicted later by another staff member. Had I not insisted on clarification, this basic service would have continued to be withheld. Additionally, the in-room bar has not been restocked consistently, nor were we ever asked about our beverage preferences. As a non-drinker, I expected non-alcoholic options to be replenished regularly, which they were not. Even the alcoholic beverages for my spouse were inconsistently maintained, reflecting a lack of attention to detail and guest care. Housekeeping quality has also been inconsistent overall; however, I want to explicitly acknowledge that Jodene has been exceptional in refreshing our room. Her attention to detail and professionalism stand out significantly. Unfortunately, the standard of service drops noticeably when she is not the one assigned, further highlighting the inconsistency in housekeeping operations. Room service has been particularly unacceptable. Orders have been delayed, mishandled, or not placed at all. On one occasion, after a long day off-site, my meal was never submitted, and I was only informed of this after Omar intervened. When the food finally arrived—over 90 minutes late—it was of extremely poor quality. The hummus was watery, the pizza was clearly subpar and hastily prepared, and the avocado was inedible. The only response offered was a dismissive apology, which is wholly insufficient given the circumstances. Once again, Omar—who bore no responsibility—made an effort to rectify the situation. Perhaps most frustrating is the persistent and intrusive pressure to attend a “welcome breakfast,” which appears to serve as a sales opportunity for additional packages. We have been contacted multiple times about this, yet the same level of communication is entirely absent when it comes to delivering or confirming basic services. For example, I scheduled a spa appointment through the concierge, only to discover—after following up myself—that the booking had never been made. With 2.5 days remaining in our stay, it is clear that this experience has fallen far below expectations. The level of service does not justify the cost, and the overall management and execution have been profoundly disappointing.

We had been looking forward to our return visit to the JOIA Rose Hall. Landing at Montego Bay my heart was full. I can not explain the absolute joyous feeling I had. Thenride over from the airport to the hotel was smooth the conversation was welcoming and the greeting of cool towels was much appreciated.   At our checkin we were notified a duplicate reservation had been made on the IHG site. We do not know how this happened and became very concerned. The front desk staff could read the room and see this was not a great moment for us and jumped into customer service mood.  The manager Christal was  exceptional with her assistance to resolve this potential 19,000.00 dollar issue. Special thanks to all the front desk staff but especially the Loyalty Manager Christal. Our first day my partner and I noticed there was a different feeling around the pool, a sadness not felt during previous visit. On our visit last year it was upbeat, musically "pleasantly" loud, pelvic thrusting and highly energetic. On March 20th 2026 there was no energy, we looked high and low for the caskets,  cause it was dead. Every day last year there was some sort of magical, mesmerizing, thrilling, water dancing, type of entertainment from the beach to the poolside, in the water, on the pool deck, and in the theater. Imagine nothing so far this year during my stay and I have been here over a week out of my 12 day stay. Very disappointing. My partner and I were happy to see staff from our past visit, Butlers Omar, Devon and Christopher, entertainment team Deivy, Rick, Smiley, Ace, Angel, Trini, and others like the bar staff chief kiss.They are all exceptional. We learned that the current management decided to turn the JOIA into a retirement facility for old white folks in wheelchairs,  and movingabout the facility with walker assistance. Guests come to Jamaica for the Jamaican vibe, the laughter, the love, the feeling of family; and returning to our home away from home; not quiet, we can get quiet back home. I can guess who these management "Spaniards" had conversations with; these managers seeking white validation talked to about making this changes of the energy level of the hotel to a long term nursing facility?? I have spoken to several returning guests and their partners they all expressed the same sentiment- what happened to the good times of the familiar JOIA our home away from home?? I was told by one manager there is no current manager holding the position then i was told bu the assistance manager there is a manager I just felt the smoke continued to be blown into my direction. Little did they know i did not believe anything they were saying, i am use to pipe suckers. While my partner and I were on the beach trying to rally some happiness with the guest, there were a group of three men walking, obviously management. One tall thin dark oily slick back hair button up shirt tight slacks and a nonchalant disposition, another with similar features then there was a very short man with glasses thinning hair that at least housed a simi-smile on his face so I introduced myself. I found out his name is Rodolfo Santana my partner and I spoke to him briefly as the other two   " general managers" slithered off, not wanting to hold conversation with guest staying in their presidential suite pre-paid at every stay now till 2027!!! We spoke to Rodolfo of our surprises, our disappointments, and our future pre-paid planned stay for 2027 and how we are now rethinking it. Again these managers are moving about the property, not in a good way.  There was no real response to this observation of ours, as we shared space, time and concern. Let me just say, in any industry,  especially  hospitality; the General Manager should be out talking to guests coming and going keeping a pulse on their staff, it is the first line of defense. This man "general manager" did not say one word to me or my partner. These hotels run by these Spaniards in spaces that are house by local Jamaicans and they come here looking for yt validation and treating the locals poorly, do better again, very disappointing. I do not know if this is nepotism in motion  [which i am for] but Suggestion: send the sharpest pencil in the box.  The management team walking the property and not speaking or interacting send a VERY bad message to both the guests and staff that they  do not care. The guests of the hotel are who pay the salary of this untrained general manager, who refuse to speak! It is Wednesday afternoon at this point and, the pool area is un-alive, “dead”. Why would there be people here with no activities at the pool, on the beach or around the property. Management why is there no entertainment? It is ABSOLUTELY absurd that I would need to walk to the next property for entertainment. Seeing the changes this current management has currently fumbled  makes me wonder about future visits, and my partner follows my lead so  guess what??? The JOIA Rose Hall BRING BACK THE  JOY! ITS ME CONSANDRA329 Wow!! Today is Marxh 27th 2026 and well into my stay the JOY in JOIA has returned. The staff are dancing, ppl in the pool area are laughing talking approaching strangers,  singing together the music is current and BALANCED well for all to enjoy. Let hope the JOY in Joia stays consistent. Have the most amazing day ever and if you cannot don't you dare!!