Ratings based on 440 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
92% 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
by A verified traveler from NY

Second visit. Not so happy

Posted Aug 31, 2015
We booked ocean front room, as we checked in the room we don't have a view blocked with coconut tree leaves, room sink doesn;t work. We asked to switch and they charged 150 dollars. On a positive side we met a wonderful employee FANNY that works in tucan lounge bar is really helpful and made our day the best. Front desk help is really poor. Food is OK. Lots of things changed and customer service is poor. We will prefer something else next time.
5 out of 5
Recommended
for Everyone
by A verified traveler

Vacation

Posted Aug 30, 2015
Pros: Food was very good and the wait staff was very friendly.
Cons: The sidewalks through the jungle are not very even and could be a falling hazard.
We really liked the Iberostar Tucan and Quetzal. Since the hotels are next to each other, we used both. Grounds are very pretty and well maintained. Beach is great, they did a great job cleaning up the seaweed. We had a special requests; we had two rooms and wanted them close to each other. They reception staff accomplished this very easily. The process of getting dinner reservations was fairly easy, just had to go up front early in the day. Beds were very comfortable! I would go back to this resort.
4 out of 5
Recommended
for Everyone
by A verified traveler from Tomball, TX

Posted Aug 25, 2015
Nice hotel, clean, comfortable rooms with AC. Atmosphere was beautiful! Book dinner reservations early! The steak in the Italian restaraunt was to die for! Japanese restaraunt was fun for all!! Go to the yellow shack on the beach (2 hotels to the right). Ask for Carlos. BEST snorkeling experience for the family! $28 PP for 2 hrs! (Sea turtles, stingray, beatiful fish!)
5 out of 5
Recommended
for Everyone
by A verified traveler from orlando

Posted Aug 24, 2015
We were there for 5 nights and everything was perfect, not complaints
Comment from EPC
Aug 29, 2015 by Quality Manager, EPC
On behalf of the Management, we would like to thank you for staying at IBEROSTAR Tucan & Quetzal. We feel so honored to know that you had a wonderful trip in Mexico. We wish to welcome you back very soon. Kind regards
3 out of 5
by A verified traveler from Chile

Old Hotel Nice beaches

Posted Aug 23, 2015
Pros: beach
Cons: rooms. very old.
overall was good. you need to be very careful with your stuff; someone took my ray ban glasses from the swimming pool (answer from the Hotel Staff was this is a public area... plop!!!!)
Comment from EPC
Aug 29, 2015 by Quality Manager, EPC
First of all, we would like to thank you for staying at our hotel and for publishing your opinion regarding your last holidays. Your feedback is very welcomed and valued. Next to it, we would like to apologize about the issue that you experienced at the pool. It is our concern to inform you that we do have security guards monitoring around the resort. However, we suggest to our guest do not leave their belongings without supervision in accessible places for everybody. We regret if we were not able to find your item. We wish to get another opportunity to welcome you back. Regards
4 out of 5
Recommended
for Everyone
by A verified traveler from Redmond, WA

Great hotel in Playacar

Posted Aug 20, 2015
Pros: All inclusive amenities. It's nice not worrying about food and drinks and bringing money with me all the time while in the pool or in the beach.
Cons: Room cleanliness
Location: The hotel is inside the Playacar area which hosts several hotels. It's 2 miles from downtown Playa del Carmen.
When we arrived the hotel staff were very courteous. They checked us in fast. One thing they could have done though is walk us through all the amenities in the hotel and what is included on our stay. It was our first time in Mexico and staying at an all inclusive hotel so we didn't know what to expect. The rooms they gave us were comfortable. Cleanliness was ok. The comforter had some stains and the bathroom is not super clean, although my family's bar with cleanliness is higher so it might be ok with others. The hotel provides drinking water in the rooms so during hot days it's not a problem. The pool was awesome however the beach though it looks great they are having some seaweed problem. We had to waved through thick seaweeds to get to clearer area. It also provides plenty of activities such as volleyball, Zumba, dancing lessons, football, pool games, etc. You will never get bored. The food and drinks options are great too. I think everyone can easily find what they want. They have reserved only restaurants so book that right away. There was also a limit on how reservations can you do so be sure to check that. WIFI is not free you have to purchase it but the rate is not too bad. I would definitely consider going back and staying here. Great for our first time!
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

Beautiful Hotel, close to the beach, nice setting

Posted Aug 19, 2015
Pros: Friendly staff, clean rooms and beach settings
Cons: Food buffet could have a little more diversity.
Location: It was very convenient to have access to all amenities from our room, beach, pool, restaurants!!
It was very exciting environment, friendly staff, food selection, beach and pool are excellent to relax and have fun!
3 out of 5
by A verified traveler

One Bad Apple

Posted Aug 18, 2015
Pros: The staff in the buffets provided great service, and the food was great for vegetarians.
Cons: See comment below
The jungle location made this hotel unique: peacocks roam about freely, monkeys howl from the trees--its terrific! Most of the staff went out of their way to be helpful, tho' there was one exception who really made our time in the gym unpleasant. His name was Marco, and he was truly one of the most arrogant staff people I've come across at any hotel. He refused our requests to lower the pounding music volume in the gym, even when no-one else was there, and did so in a disrespectful way that made our daily workouts terrible. We complained several times at "guest relations"--but nothing was done about it. If you exercise daily as part of your vacation, stay away from this hotel! The Sandos (next door) has a huge, modern gym--a much better facility, and with really accomodating and friendly staff.
Comment from Hotel Management
Aug 21, 2015 by Quality Manager, Hotel Management
Dear guest, On behalf of the Management, we would like to thank you for sharing your experience regarding your vacation at IBEROSTAR Tucan & Quetzal. We are grateful for mentioning our unique grounds with the mystic jungle and exotic animals roaming free through the whole resort. Thank you as well as for highlighting the great food at the buffet especially our special options for vegetarians and the friendliness of the mayor staff. However, we regret to read that you will not return to the resort due to the check in and you room request which we were unable to complete. It is our concern to inform you that we always try to meet our guests expectation, nevertheless sometimes we are bounded on the high occupancy. Our guests are always welcome to report their dissatisfaction at the Front Desk in order to request a room change. Regarding the incident at the gym and the lack of assistance afterwards we wish to offer you a sincere apology. Your comment has been analyzed by the people in charge in order to avoid of situation in the future. As you already said we are known for great service and attentive staff, due to this we are sorry to receive this kind of information. We wish to get another opportunity to welcome you back in order to convince you with our hospitality skills! Kind regards, Quality Manager IBEROSTAR Mexico Saludos
5 out of 5
Recommended
for Everyone
by A verified traveler from Miami

Fantastic!!!!!!!!!!!!!!!!!!!!!!!

Posted Aug 17, 2015
Pros: Its just beautiful, food was great.
Cons: The marine plants floating in the water preventing the enjoyment of such beautiful beach but I do understand thats no ones fault,
Location: Xcaret a MUST do !!!!!!!! as per my family ( I miss it due to sickness) Xplor was amazing if you are into zip lining, underground rivers etc..
The hotel is just beautiful. The food was great in the main restaurant, the other ones it was ok. The beach is very nice but I guess the time of the year lead to have so much marine plants floating that it was impossible to get in the water . The nature surrounding the hotel make you have just a closure with nature and revitalize yourself. The staff was great, I happened to get sick ( no body else- I later realized I brushed my teeth while out in excursions and didnt use bottle water ) and a member of the staff ( Jorge) advise me of possible remedies and went out of his way to help me out. The outcome was fantastic , I was down only 24 hr and was able to continue to enjoy my trip.
Comment from Hotel Management
Aug 21, 2015 by Quality Manager, Hotel Management
On behalf of the Management, we wish to thank you for choosing to stay at IBEROSTAR Tucan & Quetzal. We are delighted to read that you made an excellent experience at our beautiful resort with the delicious food and the great and personal service of our staff. However, we are sorry that you got sick one day. We will send your gratefulness to Jorge who helped you out. Regarding the seaweed, we regret that the beach was not as clean as it used to be. We would be more than pleased to welcome you back very soon in order to convince you with our exceptional service and breathtaking sea. Kind regards
3 out of 5
by A verified traveler

Don't like the jungle

Posted Aug 17, 2015
Pros: We love the fresh juice for the breakfast buffet.
I thought the jungle would be neat but not, didn't see much and lots of mosquitos. After 2 days walking through the jungle to the pool/beach, we preferred walking on the side by the buildings with smooth pavement. The room was ok. The gym can be bigger and with better equipments. The pool was too deep for me, not too many people were in the middle of the huge pool at all. However, we did enjoy the food in the buffet and the Mexican restaurant.
Comment from Hotel Management
Aug 20, 2015 by Quality Manager, Hotel Management
First of all, we would like to thank you for staying at IBEROSTAR Tucan & Quetzal. Our objective is to provide our guests with memorable vacations so your evaluation regarding your recent vacation is very important for the Management. We are grateful to know that you enjoyed the delicious food at the buffet and Mexican restaurant as well as the fresh juices served at the buffet. On the other hand, we regret that you did not like out native jungle and our tropical animals including monkeys as other guests do. In addition, we would like to thank you for your kind suggestion regarding the gym facilities, and the pool, which was too deep for you. We hope to welcome you back to another resort of the IBEROSTAR chain worldwide. Kind regards