Ratings based on 418 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
94% of guests recommend
4.6 Room cleanliness
4.6 Service & staff
4.2 Room comfort
4.4 Hotel condition
They paid and stayed.
We double-checked.
3 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

There is always room for improvement in all aspect

Posted Jul 23, 2015
Pros: The outdoors
Cons: Yes, staff needs better customer service training. Everyone should greet their guests and look happy to work there. I feel resort is short-staffed??
Location: Location is great! No need to exhaust yourself going out of resort. They have kayakees, parasailing, jetskis, and more fun things to do.
We originally booked for Iberostar Tucan, but they placed us on Iberostar Quetzal rooms because the Queen bed requested in one of the rooms was not available. We were offered an upgrade for an extra $100 more per night but we turn it down. The welcome greeting was not warming or inviting. The front desk needs better training or possibly get paid more for a smile and better service, I asked them if they were tired and replied to me as YES. The resort atmosphere is nice, it has a very natural feeling of jungle or tropical place with all the little animals on the pathways which they make your stay more fun and different. The rooms are OK, you have a lot of tiny ants everywhere AC is Cold for people who likes that. The food in Buffet is Good. The staff in buffet or any dining area needs more customer service training, there are just a few happy faces that deserved a good tip during dinner buffet or at the Theater Bar only. Other than that, you make the best of your stay and enjoy as much possible.
4 out of 5
Recommended
for Everyone
by A verified traveler from north carolina

All-Inclusive

Posted Jul 20, 2015
Pros: The wait staff and entertainment personal. They were all there to help out and keep the mood up beat.
Cons: Needs to be updated. Also need to add quarter washing machines, (I like to wash my clothes before I return home) turn in laundry is expensive.
I am giving a 3 for room cleanliness because we were assigned a room with a leaking ceiling. Maintenance man was saying that the problem was fixed but there was still a stream of water coming out of the light socket directly below the air conditioner. The bell man called the front desk to ask for another room but the front desk did not want to give us another room. At first the desk was telling us that we had to be in an equal to lesser value room if we wanted to change (which we didn't care about, we just wanted to unpack and enjoy the beach). Eventually after 15 minutes of deliberations the front desk gave us another room that was of equal value. we were placed into the second room were the air condition did not work at all. The front desk said that they did not have any rooms available to move us into until the next day. The next day we were moved into another room that was a lot more presentable than the first two. After solving this dilemma everything else went smooth as silk with no hiccups. The wait staff was excellent. The dining experience was great ( I would suggest dining at La Hacienda if you can, the food was excellent). The dining halls were nice but the food selection was about the same as you would find on a cruise ship.
Comment from Hotel Management
Jul 29, 2015 by Quality Manager Mexico, Hotel Management
We are glad to read that you had an overall great time thanks to the delicious food served at the buffets and the Mexican restaurants, the wait staff and our funny entertainment team. On the other hand we would like to offer a sincere apology regarding the bad experience you had during your stay. We would like to assure you, that we will share your complaints with the Maintenance Manager in order to avoid any further inconvenience. Next to it, we would like to thank you for your suggestion regarding the washing machines which has been sent to our Management. We wish to have another opportunity to welcome you back in order to provide you with a perfect holiday. Kind regards,
3 out of 5
by A verified traveler from Location unkown

Iberostar Tucan

Posted Jul 18, 2015
Pros: Close to the beach. Many activities for all ages. Hotel was clean and staff friendly.
Cons: Access to lounge chairs and reservation restaurants.
Location: Best meal of vacation was at Casa de Agua in Playa del Carmen. Would recommend to everyone.
Overall much like a cruise experience only not limited to a ship. Access to lounge chairs was next to impossible. Guests must get up at sunrise to start claiming chairs with towels and personal items. Getting into "nice" restaurants that require reservations was limited to two nights. All other nights had to eat at the buffet. Food was good at the buffet but for the price it would have been nice to eat a good meal at a nice restaurant at the end of the day. Shower temperature was tepid at best. Requested hotel to investigate 1st night but no one ever addressed the situation. Cold shower and buffet food almost every night was not the way to end what was generally fun and relaxing everyday, but hey at least the booze was free!
Comment from Hotel Management
Jul 29, 2015 by Quality Manager Mexico, Hotel Management
Thank you for your warm words regarding our friendly staff and the entertaining program from our Star Friends. Furthermore, we are glad to read that you enjoyed the food. Regarding the a -la carte restaurants we would like to inform you that our guests are able to make a certain number of reservations in advance and afterwards depending on the availability on the same day. On the other hand, we regret the negative points you mentioned in your review. Regarding the sun beds, it is our concern to express, that the resort is equipped with enough chairs, where it is not necessary to reserve them. In case of problems finding chairs, our guests are able to contact one of our staff members who will be more than glad to help. Moreover, we would like to offer a sincere apology for the cold water of your shower and the lack of attention. We will forward your information to our all department in order to avoid this kind of incidents. We hope to welcome you back in order to convince you with our services! Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Indiana

On beach. Beautiful jungle setting with animals.

Posted Jul 18, 2015
Very friendly staff. Relaxing. Large property. Large beach. Activities and lots of chairs. Food was pretty good. We stayed 6 nights and got 2 reservations with that. If you go to the concierge at 9 am you can check for open spots in the restaurants. We were able to eat at all but one but we chose the buffet instead. Take a big bubba keg drink cup or buy one there. They will fill it with whatever you want and it stays cold longer. If your fridge does not get cold... pull it out of cabinet. That worked great for us. If you need help getting around just ask for a ride in the golf cart. Massage was great
Comment from Hotel Management
Jul 28, 2015 by Quality Manager Mexico, Hotel Management
First of all, we would like to thank you for sharing your relaxing holiday moments with other readers. It is such an honor to read, that you had a fantastic time at our resort due to our friendly staff, large Caribbean beach and the tasty food at all restaurants. As you already mentioned our guests are able to contact the guests in order to request any kind of help! We wish to welcome you back very soon! Kind regards,
4 out of 5
Recommended
for Families
by A verified traveler

Nice resort

Posted Jul 15, 2015
Pros: The area it was in and the rooms were very clean.
Cons: More activities at the poolside and music.
The hotel was very nice, the only fall back was the reservations that were required for all the restaurants. By mistake we made reservations for 10 instead of 12 and the clerk at the desk did not want to add 2 people, we got angry then she asked her superior and was told that it was ok. When we arrive to the Steakhouse there were 5 or 6 empty tables. Otherwise everything else was fine. It would be nice if there were more activities at the poolside and music to make the place more cheerful. The music at the buffet was great. More acitivities at the pool would make me return to this hotel. By the way Ofelia the waitress by the beach was wonderful and very attentive.
Comment from Hotel Management
Jul 21, 2015 by Quality Manager Mexico, Hotel Management
It is a pleasure to read, that you had a great time at our nice resort and that you enjoyed our clean rooms and facilities. Furthermore, we are grateful for pointing out our loyal employee Ofelia, who took care of you during your stay. On the other side, we regret the incident while making your reservations. We would like to offer you an apology for the attitude describe form our staff, however, we would like to clarify that regarding a la carte restaurants, we have four different sitting times in order to avoid overcrowded restaurants and to be able to offer a personalized service. We are glad that you were able to enter with your entire party to the restaurant. Finally, we would like to thank you for your suggestion regarding more activates and music at the poolside, which has forwarded to the Entertainment Manager. We hope to welcome you and your group back to our resort! Kind regards,
3 out of 5
by A verified traveler from Atlanta GA

Posted Jul 13, 2015
Disorganized at check in. I heard from a lot guests later the same. First get you in one room then later change to another in order to meet your needs. I expected more see food. Everyday they're offering almost same food at the buffet. Rooms not that good . Very poor minibar. Great staff all over the resort. Special admiration for the entertainment people but the theater needs some ventilation at evenings. A few big fans will probably work. In my opinion this is a 3,5 stars resort.
Comment from Hotel Management
Jul 21, 2015 by Quality Manager Mexico, Hotel Management
On behalf of the Management, we would like to thank you for sharing your recent experience with other readers. We would like to inform you that all information and suggestions from our guests are very helpful due to the fact that our objective is to prove our guests with a memorable vacation. We are grateful to read that you rate our staff as fantastic; especially our Entertainment department who works hard in order to make our guests´ stay as fun as possible. On the other hand, we regret that your check-in was not up to your expectations. We would like to inform you, that we always try to program the most suitable room for everyone. However, sometimes it becomes difficult due to the availability. Our guests are welcome in order to send room requests to the resort prior their arrival and we are able to fulfill their needs in advance. Next to it, we would like to apologize, that you expected more sea food at the restaurants. Your comment is very valuable for us, which has been shared with our Chef who is always willing in order to provide dishes that suit everyone's taste. Furthermore, It is our concern to let you know, that we offer an a la carte restaurants that is specialized in fish and sea food. We will be honored to have another opportunity to welcome you back in order to convince you with our improvements. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Chicago, IL

Honeymoon Bliss

Posted Jul 9, 2015
Pros: Bonsai restaurant, very friendly staff, clean and updated hotel grounds
We came here for our honeymoon and stayed in one of the ocean front junior suites and LOVED it! Everything was perfect... the balcony provided a spectacular view overlooking the ocean, our room was cleaned daily, the staff were all extremely friendly and outgoing, and the hotel grounds were beautiful. We enjoyed our daily walks through the little jungle on the grounds on our way to and from the main hotel lobby area and our hotel room. The buffets offered a variety of foods to please many different palates, my favorites were the fresh tropical fruit and extensive dessert selection every day! : ) For the 2 reserved dining experiences, we went to Bonsai (Japanese teppenyaki) and La Marimba (steakhouse). Both were fantastic, but I would definitely recommend Bonsai because the food was great and the chefs were entertaining! The pool is huge and refreshing, my only warning here is that if you want a chair by the pool you better wake up early-- the chairs were always reserved by 8 AM when we walked by! We were fine with that though because we preferred to sit under the palapas by the ocean (which also get reserved fairly early but we were still able to get decent spots at 10-11). The nightly entertainment in the theater was fun too, if you have kids they provide interactive games at night and it looked like the kids were having a blast! I would absolutely recommend this hotel to others and hope to go back again sometime!
Comment from Hotel Management
Jul 21, 2015 by Quality Manager Mexico , Hotel Management
We are happy to read that you had a fantastic time. It is such a compliment to know, that everything was perfect starting with your Ocean Front Junior suite, very attentive staff and the beautiful grounds with the jungle. Moreover, it is a pleasure to know, that you enjoyed the delicious food especially the Japanese restaurant and the nightly professional shows. We regret to read, that the chairs were already reserved in the early morning. It is our concern to inform you, that the resort is equipped with enough chairs. Our guests are welcome to request help at our staff since it is not allowed to reserve the chairs. We wish to welcome you back very soon! Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 8, 2015
Love the entertainers and the animals. Pool party was awesome!
Comment from Hotel Management
Jul 17, 2015 by Quality Manager Mexico , Hotel Management
Thank you for sharing your kind words about your recent stay at our resort. It is great to know that you enjoyed all our entertainment activities. We would be more than glad, if we would be able to welcome you back one day! Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from México

ME ENCANTO!!!!!!

Posted Jul 6, 2015
Pros: Todo
Estoy enamorada del hotel, las instalaciones, la comida, el personal es de excelente nivel y volvería siempre. FELICIDADES!!!!!!!
4 out of 5
Recommended
for Everyone
by A verified traveler from Atlanta

Divas on Deck Vacation 2015

Posted Jul 6, 2015
Pros: Restaurants, Jungle, Staff, Atmosphere
We absolutely loved our stay at this hotel. The Jungle was the added bonus and we truly enjoyed it. The restaurants we were able to dine at were Mexican and Japanese and they were fabulous! The staff were all very friendly and helpful and because of it that made our stay even the more enjoyable.
Comment from Hotel Management
Jul 16, 2015 by Quality Manager Mexico , Hotel Management
On behalf of the Management, we would like thank you for staying at IBEROSTAR Tucan & Quetzal. It is nice to read that you enjoyed of our cleanliness facilities, delicious food and the tropical jungle with its animals. We appreciate your words about the great job of our wonderful staff. We would be more than glad to welcome you back in the future. Kind regards,