Ratings based on 29 Verified Reviews

3.2 out of 5
46% of guests recommend
3.6 Room cleanliness
3.4 Service & staff
3.1 Room comfort
3.0 Hotel condition
Expedia Verified Reviews
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
Dec 9, 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
3 out of 5
by Manuel A from Mexico City

Disappointed

Posted Jul 6, 2016 on Hotels
Very basic hotel Beach club is very far and non convenient Personnel is not kind The room is very basic and has no telephone in the room Bad Tv cable service
Comment from Hotel Management
Jul 11, 2016 by Yvonne, Hotel Management
Dear Manuel, Thanks for your comments, as additional information, our hotel is designed to be a hotel for rest, for this reason is intentional not having telephones in the rooms. But we will consider your comments. best regards Yvonne Yah E-commerce
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
5 out of 5
Recommended
for Everyone
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
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!
4 out of 5
by alex from Mty

Great for a weekend

Posted Mar 18, 2014 on Hotels
I Like this hotel because of its location, right on the 5th ave. 3 blocks from the night clubs and 3 from the Beach, the Hotel is surrounded by restaurants, shops, some bars, so if you want to go out at nights it is an excellent choice. plus it is all inclusive so you actually do not spend on drinks at the beach. the hotel has a private beach with a bar next to KOOL. Im coming back no doubt.
Comment from Hotel Management
Jul 18, 2016 by Yvonne, Hotel Management
Dear Alex, 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
4 out of 5
by Gene

Modest hotel. Good value

Posted Oct 20, 2012 on Hotels
This is a good clean hotel in an excellent location. Air conditioning did not work but was eventually moved to a new room
Comment from Hotel Management
Jul 18, 2016 by Yvonne, Hotel Management
Dear Gene, Thanks for your comments. We will consider your suggestions with the services you mention must improve. No doubt we will review it. We hope to have you back on some of our properties soon. Yvonne Yah E-commerce
3 out of 5
Recommended
for Couples
by Pam & Rick from Wis.

4 the money and location it was OK

Posted Apr 7, 2010
Ok if you like being close to all the fun , but not if you want to relax and have a good night sleep. The food was just ok, we tryed it 2 times and then found great food on 5th and side streets, look around they have some great deals on dinners and the food is very good and cheap .( but look around and ask for the best price) The music went on till 3:oo am most mornings but the last one we were there.....Crank up the air and it drowns out the pounding beat of the music......For the money (cheap) it was a good place to stay ,right on 5th ave (shopping central )and 1 block from the beach.Great location.
Comment from Hotel Management
Aug 1, 2016 by Yvonne Yah, Hotel Management
Dear Pam, Thanks for your comments. We will consider your suggestions with the services you mention that we must improve. Definitely we review it. We wish to return again soon in some of our properties and enjoy the improvements. Best regards Yvonne Yah Gte. E-commerce sales
5 out of 5
Recommended
by A verified traveler from Chicago, IL

Quaint hotel on 5th Ave.

Posted Apr 29, 2009
Stayed at Moongate one night before moving to an all inclusive for a wedding. Cute little hotel right in the heart of 5th ave. Small, quaint, clean, check-in and check-out was quick with a smile. Would stay here again.
Comment from Hotel Management
Aug 1, 2016 by Yvonne Yah, Hotel Management
Dear Cassie Thank you for your evaluation, We hope to come back soon. Have a great day! Best regards. Yvonne Yah Gte. E-commerce sales
1 out of 5
by A verified traveler

Horrible Experience

Posted Apr 21, 2009 on Hotels
Avoid this hotel at all costs. The beds were like rocks, the A/C didn't work, the staff was rude. I would compare this hotel to a cheap hostel.
Comment from Hotel Management
Aug 1, 2016 by Yvonne, Hotel Management
Dear Brad, Thank you very much for your comments. I am pleased to inform you that we have remolded the hotel. Many things have changed in the last two years in the hotel. Speaking of furniture, buildings and new staff. We hope to have him back soon and make your experience great. Best regards Yvonne Yah Gte. Ecommerce sales