Ratings based on 28 Verified Reviews

They paid and stayed. We double-checked.
3.2 out of 5
46% of guests recommend
3.6 Room cleanliness
3.5 Service & staff
3.2 Room comfort
3.0 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
1 out of 5
by A verified traveler from Houston, Texas. USA

never been in a hotel with a service like this.

Posted Jul 16, 2016
Pros: Nothing I will never go back either recommend it
Cons: Service, Hygiene, honesty not lies to the customers. employees and manager's performance. Managers are invisible, they don't show up at customer's req
Location: Location it's OK, but music won't aloud people to talk in all areas of the hotel. Very dirty everywhere. Not to USA standards.
Hotel didn't honor what we paid for the package. Shuttle from hotel to the airport was prepaid $76.00, but we had to take a taxi because the hotel rejected to give us the service. They said didn't have any shuttles that morning. our flight back to Houston was at 1:49, I spent 3 hours taking with the Expedia agents trying to solve the problem. They didn't do anything to help, the hotel employees either. It's like they didn't care at all, even do everything was confirmed in my printed documents from the computer. Spent more than two hours coming to the hotel after arriving because the driver didn't know where the Tucan hotel was located. Second night, when I opened my bed to go to sleep (10 pm) the flat sheet had very a "notorious BLOOD mark" on it. I requested to change the sheets, 3 times, I had to wait for an hour, until the front office sent somebody to my room #501. No apologies, no respect for the situation at all. The hotel we paid for is the Tucan hotel and beach club, but we had to walk 10 blocks to get there. The Expedia agent misguided us with lies and make us to pay for something we didn't buy. He affirmed us that our hotel was in the beach. Unfortunately our experience is been horrible. Our room was not Deluxe, we paid for delux I am requesting to be reimburse for the taxi ($46.00) and my money back for the prepaid Shuttle ($76.00). You have no right to ruin people's vacation. Itinerary # 7195161395666 Houston to Cancun, to Playa del Carmen Magdalena Rosental
Comment from Hotel Management
Aug 8, 2016 by Yvonne Yah, Hotel Management
Dear Madaglena, We very much regret his bad experiment we on this trip. That we do hotel service charge when purchasing a package with the agency Expedia, Expedia us and takes over with any other contracted service (flight, transportation, tours, etc.) As regards the lodging, the hotel provided the room reserved. We were informed upon arrival that you expected a beachfront hotel and on the information published on the website of Expedia, does not say that are located in front of the sea. To our knowledge you will be provided support in the reception for you to solve your problem, but I understand your discomfort when transportation did not come for you and I had to pay again for that service. I suggested he hire your travel agent to solve it. Once again we offer an apology for having had a hard time with this experiment we but was out of our hands. I send a cordial greeting, Yvonne Yah E-commerce Manager
4 out of 5
by Chris from Okanagan Valley/San Blas

Posted May 20, 2016 on Hotels
The stay was great. The wifi was horrible.
Comment from Hotel Management
by Yvonne, Hotel Management
Dear Chris, Thank you for your evaluation, hoping his early return and in this way we can improve our score with you. Best regards. Yvonne Yah Gte. E-commerce sales
3 out of 5
by A verified traveler

tukan mal

Posted Jan 22, 2015 on Hotels
cuartos muy pequeños, y la comida del all inclusive terrible.
Comment from Hotel Management
by Yvonne, Hotel Management
Estimado Cliente, Gracias por su evaluación, esperando con su pronto regreso y de esa forma podamos mejorar nuestro puntaje con usted. Saludos Cordiales. Yvonne Yah Gte. Ventas E-commerce
3 out of 5
by carolina from Playa del carmen

Mal el todo incluido

Posted Oct 21, 2014 on Hotels
El hotel no ofrece lo que pagas aqui, era todo incluido y cuando llegas te dice que no incluye el club de playa, ni toda la comida ni bebidas y hay q pagar 2,000 pesos mas. Muy mal ya que cuando lo ofrecen en hoteles dice todo incluido. Nunca dice que no puedes ir a la playa.
Comment from Hotel Management
Jun 14, 2016 by Yvonne, Hotel Management
Estimada Carolina, Lamentamos mucho su experiencia en el hotel. Sin embargo nos genera un poco de confusión sus comentarios, ya que se ofrece en el plan Todo Incluido la opción de Buffet y/o comidas a la carta en los mejores restaurantes ubicados en la Quinta Avenida, así como Bebidas alcohólicas y no alcohólicas de calidad Premium Acceso limitado en los Restaurantes y Bares durante los eventos especiales. Saludos Cordiales. Yvonne Yah Gte. Ventas E-commerce
1 out of 5
by Isaias

No coincide lo que ofrecen con lo que es realmente

Posted Jun 19, 2014
Al inicio solicite una habitación con una cama matrimonial y me dan una con dos individuales, al cuestionar sobre esto, me dan a entender que eso hay, y ofrecen el club de playa y varias cosas no aplican en el plan todo incluido, te quieren vender el plan "premium" y con menos de lo que cuesta me hubiera ido originalmente a otra opción que tenía, muy mal la verdad, deberían quitarlo de la lista de hoteles que manejan. Me lleve una decepción muy grande.
Comment from Hotel Management
Jun 28, 2016 by Yvonne Yah, Hotel Management
Estimado Isaias, Gracias por sus comentarios. Tomaremos en cuenta tus sugerencias con los servicios que mencionas debemos de mejorar. Sin duda alguna lo revisaremos. Deseamos poder tenerte de nuevo en algunas de nuestras propiedades muy pronto, para que disfrutes de nuestras mejoras. Yvonne Yah Gte. Ventas E-commerce
5 out of 5
by kong from korea

good

Posted Apr 13, 2014 on Hotels
very good
Comment from Hotel Management
Jun 27, 2016 by Yvonne, Hotel Management
Dear Kong, Thank you very much for your comments. We hope you soon again in this home Tukan Hotel and Beach Club. Excellent day Best regards Yvonne Yah Gte. E-commerce sales
5 out of 5
by Shawn from Dallas, TX

Awesome hotel!

Posted Apr 10, 2014
I enjoyed Tucan hotel so much that if I am ever in that area again I will book my stay. I have never been to Mexico and I booked this through Expedia. The place was super, super clean. They seem to wash everything from top to bottom everyday. They are hard working and they do a wonderful job. The only thing that I would want to see change is the bed, it was a little stiff. Other than that the people, food and safety were awesome! Book this hotel if there is room you will not be disappointed.
Comment from Hotel Management
Jul 4, 2016 by Yvonne Yah, Hotel Management
Dear Shawn; Thank you very much for your comments. We hope to serve you again soon, this home Tukan Hotel and Beach Club. We welcome your recommendations with friends and family. Best regards Yvonne Yah Gte. E-commerce sales
1 out of 5
by Kerstin

Posted Apr 8, 2014 on Hotels
Comment from Hotel Management
Jul 4, 2016 by Yvonne, Hotel Management
Thank You!
3 out of 5
by Elin from Sverige

Billigt och bra

Posted Apr 3, 2014 on Hotels
Vi blev "uppgraderad" till Real Resort. Hade ett stort rum med balkong. Bra för pengarna. Samma för den all inclusive som ingick. Helt ok för pengarna. Stranden vid deras Beach Club var lite svår att bada från men det är inte så långt att gå för att få finare strand.
Comment from Hotel Management
Jul 4, 2016 by Yvonne, Hotel Management
Dear Elin, Thank you for your evaluation, we hope your return will be soon and in this way we can improve our score with you. Yvonne Yah Gte. E-commerce sales
3 out of 5
by dan

Posted Mar 21, 2014 on Hotels
Comment from Hotel Management
Jul 4, 2016 by Yvonne, Hotel Management
Thank you!