Dear Guest, On behalf of the General Manager we would like to thank you for choosing to stay at the Iberostar Cozumel and also for taking the time to write your review. First of all accept our most sincere apologies regarding all the inconveniences you experienced during your recent stay here at Iberostar Cozumel. We would like to explain all the issues you described without trying to excuse ourselves from the undesirable situations. Regarding the inconvenience about minors drinking alcohol beverages, in Mexico the Law is very strict concerning the minimum drinking age. That is the reason our Public Relations representative approached your family to explain teens are not allowed to drink alcohol. If the hotel had an inspection we would be closed down and / or made to pay a very expensive fine. As a company we must be committed to abide by the Law and try to avoid serious inconveniences that occur with the excess of alcohol consumption. We regret the misunderstanding about the wrong explanation that our employee gave you about calling the police. We can only call the police when there is a situation that involves damages to the property and the person will be requested to leave the premises. Regarding the issue about the young man accused, as we explained to the father and the other persons involved in the situation, the police does not come to the hotel to take the statement and arrest someone until the accuser goes downtown to the police station to make the report personally. We would like a system that is easier for our guests but again, it is the Law and the police do not take statements outside of the police station. We were very concerned about this situation and offered them all the help needed in case they decided to go to the police station but they rejected. So the only thing that was in our hands was to move the accused outside of the resort. Regarding the issue with the extra bed we are very sorry about this inconvenience but they are available on demand and as we explained at the time, when it was requested by you at 12:41 we did not have any but one would be delivered to your room as soon as it became available. Regarding the incident with the flower base at the buffet restaurant we would like to explain the situation as we explained it during your check-out. The teenagers in your family went to the buffet area and started throwing food to each other. Both a Security person and the night receptionist approached them to warn them about the consequences. After this they went back to their room whose key they had requested earlier at the front desk. The charge for the base was 30 USD and was accepted and paid by your son. If you need an invoice for the charge we will be more than happy to send a copy through the mail with the total sum paid. About the issue with the bottle of wine, we are deeply sorry about the situation described. If you could provide us with some more information it would help us greatly to clarify this unfortunate situation, as we checked your room bill and a bottle of red wine was paid. We apologize profusely for any misunderstanding. Again, we are sorry for all the inconveniences you went through, we hope we were able to clarify certain points that were out of our reach while at the same time we take responsibility for those we must improve to obtain our guests’ satisfaction. Please do contact us if there is anything further you would like to discuss. Best Regards Quality Manager Iberostar Mexico