Ratings based on 284 Verified Reviews

4.3 out of 5
89% of guests recommend
4.6 Room cleanliness
4.6 Service & staff
4.2 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler from NJ

Much worse than a year ago.

Posted Jan 16, 2017
In comparison to one year ago, the personnel forgot English, they are polite but often do not understand what you say. With us, they did a stupid thing. In a half-empty hotel they tried to put us to a room overlooking two commercial parking lots in a NEIGHBORING hotel, the most uncomfortable room in the whole place! Separate word about Expedia. Your representation there is absolute disaster. No office, no desk, nothing. Just the girl with a cellphone and earpiece, sometimes sitting the chair in the lobby. We only had to arrange the time of return shuttle to the airport. Take one: note under our door, we try to find her - no success. Take two: note under our door, we try to find her - she arrives 30 minutes later than the time on the note, and books pick-up at the wrong hotel! Only my poor knowledge of Spanish prevented the disaster. Cherry on the cake: shuttle was late. Will never go there again. The world is full of wonderful places, and it makes no sense to continue this experiment.
5 out of 5
Recommended
for Everyone
by A verified traveler from Boston

gorgeous landscaping, wonderful staff.

Posted Jan 15, 2017
Get the ocean view, absolutely worth it! Staff is amazing! Beautiful setting, grounds, facilities & food! Will be back next year!!
4 out of 5
Recommended
for Everyone
by A verified traveler from Nebraska

Great resort with great food and amenities

Posted Dec 29, 2016
Check in was a disaster as it took us more than an hour to get our room keys. They told us to pay additional $500 for my son who is 15 and Expedia considers anyone 17 & under a child and that is where we booked our reservation. Iberostar front desk staff looks like computer and does not understand simple customer service and should have worked this out with Expedia rather than arguing with us. Pros - The resort is great and far better than most other resoerts when it comes to landscape, rooms, food & beach. Cons - Entertainment needs improvement as I have seen better in other resorts like RIU and Wyndham. I would get rid of live music and have a DJ that plays much better songs so more people can join the dance. The pasta station needs better chef. Iberostar should provide free bicycles as some other resorts do that and it is little cost to them and big convinienc to customers.
Comment from Hotel Management
Jan 9, 2017 by Quality Manager , Hotel Management
Thank you for sharing your comments about your recent stay at our resort. Please accept our apologies for the inconveniences you had at the arrival to our facilities. In these cases, we kindly ask our guests to contact their travel agency directly to attend any misunderstanding about the terms booked through them, as it may require personal information that our resort cannot provide. On the other hand, your kind compliments about our comfortable facilities, lovely surroundings and gorgeous beach are truly appreciated, as well as your attentive feedback which will be gladly forwarded for its consideration in order to improve. We hope to receive you again for your next visit to Playa del Carmen.
5 out of 5
Recommended
for Everyone
by A verified traveler from brooklyn

Posted Dec 23, 2016
Pillows need to be softer . Otherwise great beach. Great service. Good coffee
Comment from Hotel Management
Dec 28, 2016 by Quality Manager , Hotel Management
Thank you for reviewing your resent stay at our resort and for your kind feedback regarding our bed comfort to continue improving. We are happy to know that our great service and gorgeous beach outstand during your vacation. We hope to welcome you again soon. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler

Awesome

Posted Dec 18, 2016
We just got back from our first trip to mexico. We stayed at Quatzel side and had a great experience there.The staff is friendly a nd helpful. There is so much to see and do at this resort and area.We want to go back.
Comment from Hotel Management
Dec 28, 2016 by Quality Manager , Hotel Management
Thank you for choosing our resort to experience your first trip to Playa del Carmen. We are truly happy to read that you had a marvelous time at our resort and for your attentive comments about our friendly staff. It would be pleasure to welcome you back. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from SW Michigan

A Jungle experience

Posted Dec 11, 2016
Pros: The incredibly friendly service and attitude of "I can assist you"
Cons: Really not much. We all were very satisfied.
Location: Never left the hotel the whole week.
Lots of wild animals abound, coati, peacocks, monkeys. A very well designed place , the rooms are far more than just adequate, the pools are a delight, the service is very friendly and the food and drink...perfect. What more can you ask for ?
Comment from Hotel Management
Dec 19, 2016 by Quality Manager , Hotel Management
We would like to thank you for recently staying at our resort to experience the wonders of our amazing natural environment with its variety of beautiful species and accompanied with high quality food and beverage service and accommodating staff. We are glad that you enjoyed it and hope to welcome you again soon. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Washington State

Posted Nov 26, 2016
Pros: Beautiful setting, entertainment, awesome beach, and great food!
Cons: House wine needs to be upgraded!
Location: Shopping within walking distance. Didn't find any other close-by dining, but then again, we chose the all-inclusive for a reason.....
Didn't want to leave! From check-in to check-out, the entire staff were attentive to our wants and needs. The food was great; however, the house wine needs major improvement. Note to self, just order off the wine list or buy a bottle in town. Tipping was very much appreciated by all the staff, btw. Beach was great, with many activities to choose from or just sleep in your beach chair. under your grass hut with a cocktail or beer! We'll be back for sure! When looking into which all-inclusive to stay, didn't think about live entertainment, and this was an unexpected pleasure to enjoy.
Comment from Hotel Management
Dec 7, 2016 by Quality Manager , Hotel Management
We would like to thank you for choosing our resort to enjoy your recent vacation. We are happy to read that from the beginning to the end our attentive staff, tasty food, fun activities and amazing beach and surroundings provided you with a wonderful experience. We appreciate your feedback to continue improving and will be looking forward for your return. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler from Sand Springs,Ok

Nice place right on the beach with activities for

Posted Nov 23, 2016
Can't say enough good things about Iberostar. It was wonderful
Comment from Hotel Management
Nov 29, 2016 by Quality Manager , Hotel Management
Thank you for sharing your positive comments regarding your recent stay with us. We are pleased to read that you had a wonderful experience and hope for your soon return to our hotel! Sincerely,
3 out of 5
Recommended
for Everyone
by A verified traveler from Mexico City

Bad Front Office But Still Great Stay

Posted Nov 21, 2016
Booked a handicapped accessible room two months in advance; called the hotel 5 days before arrival to make sure arrangements are set in place. At check-in they could see one of us is in a wheelchair; I asked which one is the wheelchair accessible room out of the two rooms I reserved. Got to the room - not at all handicap accessible room -just a regular room. Not possible for us!! The guest doesn't have a leg so it was a must that's why I made all arrangements way in advance. Front desk staff were incompetent and couldn't careless why this was an issue. At one point one of them said I should have made reservations in advance - i said I did! Two months before and I called to confirm a few days before checkin and at check in! Then the response was....wait for it....."Well, we charge extra for a handicap accessible rooms" I. JUST. ABOUT. DIED. They eventually found a suitable room after two hours and apologized by sending fruits to the room. The way Front Office handle the situation was really bad. I should base from my experience , I was once a Front Office Manager for five star hotels in the US. Rest of the trip went smoothly. Food and beverage staff as well as entertainment were all attentive and nice.
Comment from Hotel Management
Nov 23, 2016 by Quality Manager , Hotel Management
Thank you for the opportunity to recently host you at our resort. It is wonderful to hear that you enjoyed a pleasant vacation and that our wait service and animation team were helpful and accommodating. Please accept our most sincere apologies for the problem you had at your arrival. We would like to mention that handicap accessible rooms does not have an extra cost, we are truly sorry for the misunderstanding and rest assured that we will verify this situation with our Front Desk Manager. We appreciate that you have shared your experience in order to improve and continue providing our guests with the best vacations. We hope for the opportunity to welcome you back soon. Kind regards,
3 out of 5
by A verified traveler from US

Just "OK"

Posted Nov 21, 2016
Pros: The hotel lobby and grounds were beautiful
Cons: More restaurant food choices, some couples ate at one a few times, leaving a majority of us eating at the buffet
This hotel would of been a good choice for our kids ( Early 20's) Our group are in their 40's and between the loud music till 2am, bad food choices and lack of activities we will not return. Pro's The hotel lobby and grounds were beautiful, close to beach and local shopping. Staff by pool was nice and kept our drinks filled. Night entertainment "high school musical like" Cons: 1. Our major complaint was the food choices, They advertise that they have "several restaurants", true but what they don't say is that you HAD to reserve early to get in. Meaning.. get in line and wait to see if you can get on the list. Out of the 6 days, we were able to only able to get into (1) restaurant (Mexican). which I know now why it was available. After talking to a few other guest, they gave up as well and just went to the buffet. We ate the buffet for breakfast, lunch and dinner which got really old by day 3. Just picture yourself eating at a Furs or Golden Corral for 6 days.... my sons and his friends could do it, just not for us. 2. Our 2nd complaint was the SALES people. NO means NO (Timeshare, excursions, pictures) 3. Beds and pillows are hard a rocks, very uncomfortable
Comment from Hotel Management
Dec 15, 2016 by Quality Manager , Hotel Management
We would like to thank you for recently staying at our hotel. We appreciate your positive remarks regarding our beautiful facilities, great location and friendliness from our staff. On the other hand, we are sorry to read that our entertainment program did not meet your expectations. Please know that our hotels offer different daily activities as well as different nightly shows which ends no further than midnight. We regret that you did not get the opportunity to try more than one specialty restaurant; our Public Relations department is always available to assist as our main goal is to achieve our customer satisfaction. We assure you that every comment will be shared and taken into account to continue improving into offering the best experiences for our guests. Kind regards,