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“...” 5 of 5 stars
Review of Iberostar Tucan Hotel

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Iberostar Tucan Hotel
3.5 of 5 Resort (All-Inclusive)   |   Avda Xaman-Ha, Lote Hotelero | Fraccionamiento Playacar Nro 2, Playa del Carmen 77710, Mexico   |  
Hotel amenities
Ranked #37 of 200 Hotels in Playa del Carmen
Certificate of Excellence 2014
Montreal, Quebec, Canada
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
“...”
5 of 5 stars Reviewed November 26, 2013

Hotel left very good impression. Location and beach are amazing. You should wake up early (7.00-7.30) to get hammock but it is not that hard as it seems when sunset is at 17.30. If you dont get hammock you can get umbrella and stick it into the sand but be quick and take it before 9.30. Without any it is also comfortable to be on the beach when there are many activities to do.
Playa del Carmen is a beautiful location with nice private houses and other hotels. Find time and walk/bicycle around. Also it is recommended to take taxi (or walk ~4km) and go to 5th ave in Playa. We found variety of restaurants, clubs and shops there. Good to go there after sunset and spend evening.
Inside hotel there is nice jungle area where monkeys, peacocks, iguanas, turtles, agouti live. Kids have small pool and playground for their own.
Staff is friendly and bar selection is very good.
Food is ok but not excellent. Could have been better. Inconvenient thing is that for 7 days you can have only 3 reservation in advance for hotel restaurants and other 4 days you can book only the same day (usually get table at 20.30 or 21.00).
Tip to get room:
Some rooms are connected with each other. Although neither you nor your neighbour can enter the other room because doors are closed from each side you can hear neighbour's talk and TVs very clearly. May not be convenient if you or they talk loud and dont go asleep too long.
From activities to do during the day: two nets for beach volley, soccer, merengue and salsa lessons during the day, tennis courts open till 9pm, pool activities, two dancing activities one in the morning and one afternoon on the beach.

Overall we had a great time at this hotel!

Stayed November 2013, traveled as a couple
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 10, 2013
Dear Guest,

We would like to thank you for choosing Iberostar Tucan &Quetzal as your holiday destination.

Our resort is located in a nice and calm area of Playa del Carmen which offers a breathtaking beach. The concept of our hotel is to invite our guests to be part of the nature and world of exotic animals.

We are sorry to read that you were disappointed about the policy of making reservations of the a la carte restaurants. We try to accommodate all our guests expectations in order to visit five a la carte restaurants if the availability allows it. The number of a la carte restaurants we can guarantee for our guests is based on the number of nights they stay with us; for a 7 night stay we offer 3 reservations at our a la carte restaurants. Apart from these guaranteed nights, if there is space our guests are able to visit more restaurants.

We always try to provide our guests the best quality in all the services and products, so we are thankful of your honest words about the food, which we forwarded to our Executive Chef as we believe that improvements can be done thanks to our guests feedback.

Last but not least we would like to thank you for publishing your review about our hotel.

It would be a pleasure for us if we would have the opportunity to welcoming you back at Iberostar Tucan& Quetzal.

Kind regards,

Quality Manager
Iberostar Mexico
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4,739 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (724)
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English first
Calgary, Canada
Senior Contributor
29 reviews 29 reviews
12 hotel reviews
Reviews in 12 cities Reviews in 12 cities
66 helpful votes 66 helpful votes
4 of 5 stars Reviewed November 25, 2013 via mobile

My spouse and I have travelled to Mexico on numerous occasions. This is the first time I have had to pay for internet use- and it is per device. The internet did not work the first two days of our arrival. This is unacceptable in this day and age.
So far the rest of the hotel has been pretty good for this price range. There is less variety than Sandos next door, and the Riu chain, but what they have is fairly good. This morning the breakfast buffet stopped putting out bacon and scrambled eggs at about 9:30.
The palapas and beach chairs are taken up very quickly and although you can get an umbrella they are difficult to put in the sand on your own. Finding a chair on the beach after 10 am may prove to be a challenge.
The drinks are good and the staff very friendly and helpful , most of the time. Many do not speak English but do try.
The grounds are well kept and the jungle area is a nice touch. I had a massage in the jungle location and found it quite a nice experience. The spa fees are on par with spas in Canada for pricing.

Stayed November 2013, traveled with friends
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 10, 2013
Dear guest,

First of all we would like to thank you for choosing Iberostar Tucan & Quetzal as the destination for your vacation, also for taking the time to post your comments about your stay.

We regret the situation with the internet connection, in that matter we would like to inform you that we are continuously working to improve the internet service, we have already modified the WiFi connection and it has been working properly since its installation; however we apologize for the inconvenient you had during your stay, we follow up with our guests requests to provide them with a constant quality service. We hope this was addressed to one of our staff members and an appropriate solution was offered to you.

We welcome your feedback about our facilities, it is very important for us to know our opportunities to make of Iberostar the best resort of our category at the Mayan Riviera.

We hope you can visit us again soon; we look forward to welcoming you and your spouse back.

Kind regards

Quality Manager
Iberostar Mexico
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Murton,United Kingdom
1 review
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 24, 2013

Well I may have found my achillies heel. we visited the iberostar tucan in june this year and had a fabulous holiday. The hotel is beautiful we loved the jungle area in the middle and I can honestly say it's the only hotel I've been to where a monkey has pooed in my hair. My son Aidan loved the pool and the activities organised by the animation team thank you Carlos. The staff are friendly throughout the hotel and try to accommodate any requests. The food is great and there is plenty of choice, I loved the breakfasts and never got bored of the food I also loved the fact that you are not rushed which I have found in some all inclusives My husband loves the beach and this beach is beautiful white sand clear sea loads of fish and waves.
There are a couple of negatives It's a long flight and then immigration, the beds are hard but the mattress topper helps and you will get rain .
I don't do return visits and so started to look at holidays for next year we are quite restricted as to when we can travel as my daughter is coming with us (she stayed at home this year as at 17 she had decided that she was too old to do family holidays) Anyway I have spent ages looking at holidays and have read hundreds of trip advisor reviews and literally gone around in circles. The main problem being I have compared every holiday to this one and they don't seem to measure up so today I booked my return visit in July 2014 and I cannot wait to share the experience with my daughter.

  • Stayed June 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 10, 2013
Dear Guest,

Thank you for your favorable comments, we are so glad to know that you enjoyed your stay with us.

We have shared your comments with our hotel team and we are all grateful for such feedback and very happy for your preference. Your experience and the information you are providing will help others to choose Iberostar Tucan & Quetzal for their next vacation in Mexico.

Thank you for your remarks about the friendliness of our staff. We try to take good care of our guests to gain loyalty and to continue having the pleasure of assisting them.

It will be a pleasure to welcome you and your family back to our resort next year. Please, make sure you stay in touch with our team to make them aware of your return visit!!

Kind regards,

Quality Manager
Iberostar Mexico
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PA
Senior Contributor
27 reviews 27 reviews
8 hotel reviews
Reviews in 14 cities Reviews in 14 cities
14 helpful votes 14 helpful votes
3 of 5 stars Reviewed November 23, 2013 via mobile

Our room: typical hotel room. Two queen mattresses on top of cement platforms, but not uncomfortable. Take my advice, and don't walk into the corner. The bathroom: no mention or signs to not drink the tap water, although we heard from other guests that they had a small sticker in the corner of their mirror (good thing we already knew not to drink it). There was black mold around the soap dish in the shower. The shower had a dispenser for what we guessed were shampoo and body wash - not labelled. Three different times it was necessary to ask for a washcloth. Another guest in our group's bathroom ceiling leaked right in the middle of their bathroom. It smelled like the men's room in a bus station. We suggested they complain and switch rooms. Our housekeeper knocked our Kindle onto the floor, and (obviously) didn't bother to pick it up. But the absolute worst thing was when they came one afternoon to spray for insects. It was pouring rain outside, and we were in our room, reading. They insisted that it had to be done then, when we asked if it could wait, and the worker proceeded to spray our suitcase in the closet, and then our shoes on the floor with insecticide. When I asked them to be more careful, their command of the English language vanished.

The buffet restaurants were mediocre - plenty of selection of mediocre food. The "reservations" restaurants were difficult to get into at a reasonable hour. All of the wait staff were pleasant and happy to assist us. One rather disturbing experience occurred in the early morning. The poolside restaurant served a continental breakfast from the wee hours of the morning to 6:45. At 7:00, they switched to a "regular" buffet. Well, at about 6:50, I went in to get something to eat, only to see that the regular buffet food was set out, but without any serving utensils. I asked for a spoon for some scrambled eggs, and was told it wasn't open - no spoon given. Now bear in mind, that room service's hours are 11:00 AM to 11:00 PM. I ask you, what is the point?

The pool and the beach were very nice. Plenty of wait staff walking around and happy to take your drinks order. We only wish our weather had cooperated.

All in all, I strongly suggest you step up to a higher level of accommodations.

  • Stayed November 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 6, 2013
Dear Guest,

The time you have invested in writing your review is highly appreciated by our company. We believe that our guests’ feedback provides useful insights to identify areas to enhance.
All the opportunities you are mentioning in your comments have been forwarded to the chief of each department and to the General Management.

We regret to read that your vacation with us was not a pleasant one. Our guests concerns are our priority and our team is always willing to coordinate efforts in order to take corrective actions to ensure an immediate and appropriate solution. We would like to apologize since this has not seemed to be the case in your experience.

In addition we would like to apologize about the manners of our Housekeeping and Fumigation Team, we normally receive great comments about their service. We certainly understand your point of view as this is not the type of impression we want our guests to have of our services and team leaders have been informed to remedy these situations.

Please note that our customer service representatives are always eager to have the opportunity of assisting our guests while vacationing with us, in order to make the best of their vacation. We are sorry to have missed this chance of gaining your trust and preference for our beautiful hotel. Our hotel style represents the natural environment that this area from Mexico is known for, and great attention is continuously paid to all our facilities and services in order to deliver them to our guests impeccably. We will review the situation with our housekeeping department about labeling the soap, shower gel and the cleaning standards.

We would also like to mention that our Chef is constantly looking for new ways of impressing our guests when it comes to the culinary arts. Many of these improvements are made thanks to the feedback of our guests. We thank you for yours and we will verify our choices at the buffet with the team. We are sorry to hear that they were not up to your taste.

Regarding dinner reservation at our a la carte restaurants, we would like to mention that the number of reservations our guests can make go according to the number of nights with us; if our guests stay 4 nights, we will be able to guarantee 1 booking for one of our a la carte restaurants, for 7 nights we guarantee 3 bookings. Of course, this number can increase if availability allows it once our guests are at the hotel.

In general, we are sorry to hear that our facilities disappointed you and we thank you for your positive comment about the great service the waiting staff provides.

We wish we could have a chance to host you again in the future and assist you prior and during your stay with us in order to make sure all your request and suggestion are taken care of.

Sincerely,
Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Aylesbury, United Kingdom
Contributor
17 reviews 17 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
35 helpful votes 35 helpful votes
5 of 5 stars Reviewed November 23, 2013

Went to this hotel in April of this year after a mix up with our booking.So glad we changed to the Tucan, it is a wonderful wonderful hotel with such friendly staff.We can't wait to visit Mexico again and especially this hotel in fact we have just booked it for April 2015,good price too.......
If you book this hotel please don't worry you will have brilliant holiday take no notice of negative remarks they don't exist . Happy Holidays folks .......I have actually written a review on this hotel when we got back in May .

Room Tip: We liked the block 18 on the Tucan side as it was near the lobby and shops and main restaurant
See more room tips
  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 10, 2013
Dear Guest,

On behalf of our Management we would like to thank you for choosing Iberostar Tucan & Quetzal for your holidays and for taking the time to post again a review about your experience.

We are so glad to read that you had such a fantastic holiday! It is our mission to ensure memorable days to our valuable costumers and we love when they become part of our loyal guests.

We are looking forward to welcoming you back to the Iberostar Tucan & Quetzal, please feel free to contact us before your next visit.

Kindest regards,

Quality Manager
Iberostar Mexico
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Manchester, United Kingdom
Senior Reviewer
6 reviews 6 reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 23, 2013

I went to the Iberostar Tucan in August 2013 with my daughter and her boyfriend and my teenage son and it was fantastic. The hotel is Amazing, this was the first time in Mexico and could not wish for a better hotel. The hotel is clean and all open plan. All the staff were so friendly and there was so much going on all the time with the entertainment team.
My daughter became ill, I could not fault the hotel staff , they were so helpful and room service was available all day. The staff rang her room to check on her wellbeing on several occasions. The Thompson Rep was excellent and was so informative when we attended the meeting and was accessible on a daily basis, she provided plenty of tips and advice.
Wen arrived in the rainy season the temperature was hot and humid and the wildlife around the hotel was fascinating to see. The hotel rooms were cleaned daily and the fridge was stocked up on a regular basis. The grounds of the hotel were always clean and tidy.
The food was excellent and plenty of choice offered, Try all the Al a Carte restaurants they can all be booked in advance with Rebecca at the information desk, she was so helpful.
The hotel is not to far from 5th Avenue and we walked there one evening and it is definitely a place to go. There were always people about so walking to 5th Avenue and also to the small number shops near the hotel was a safe experience.
The hotel offers Spa facilities, massages are offered on the beach and by the pool. My only disappointment was that my teenage son could not use the Spa facilities not even the Jacuzzi with an adult. Staying at this hotel you could as for nothing.

  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 10, 2013
Dear Guest,

First of all we would like to thank you for writing this great review about your recent stay at Iberostar Tucan & Quetzal.

We are so glad to read that you had a fantastic time with your family. Our goal is to provide our guests unique holidays and your expression saying that you ´could not wish for a better hotel´ makes us feel so proud.

The beauty of our nature and animals are one of our main features. Your nice words about Rebecca from Guest Relations and the entertainment team will be forwarded to them, thank you.
We would like to inform you that our spa area is only accessible for adults; however we have addressed your comment to the persons in charge to review this policy.

We will be honored to welcome you in the future, please stay in touch with us!

Kind regards

Quality Manager
Iberostar Mexico
Report response as inappropriate
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Pennsylvania
Senior Contributor
27 reviews 27 reviews
13 hotel reviews
Reviews in 16 cities Reviews in 16 cities
78 helpful votes 78 helpful votes
4 of 5 stars Reviewed November 23, 2013

Stayed at this resort November 11th til 17th. The resort is simple to navigate and we found our way around quite easily by the 2nd day. The jungle and tropical feel of this resort are outstanding'
We saw monkeys everyday. Beach is long with the perfect white sand, blue carribean water. Waves were rough because of the storms but quieted down by the end of the week. Not much more to say but if this is your choice rest assured you will not be disappointed.

  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this review, December 10, 2013
Dear Guest,

We would like to express our gratitude to dedicate your time and attention to share your experience at Iberostar Tucan & Quetzal; we are more than pleased to know that you had an enjoyable stay at our resort.

We really appreciate your preference. We are looking forward to welcoming you back in the near future.

Best regards on behalf of all our Iberostar Staff,

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Iberostar Tucan Hotel

Address: Avda Xaman-Ha, Lote Hotelero | Fraccionamiento Playacar Nro 2, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Swimming Pool
Hotel Style:
#12 Family Hotel in Playa del Carmen
#23 Top resorts Hotel in Playa del Carmen
#24 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Iberostar Tucan Hotel 3.5*
Number of rooms: 350
Official Description (provided by the hotel):
Privileged situation directly on the beach of Playacar, around 3 km from the town of Playa del Carmen. Specially recommended for honeymooners. Varied, colourful entertainment programme. Large pool area. ... more   less 
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Also Known As:
Iberostar Playa Del Carmen
Iberostar Tucan Mexico
Iberostar Tucan Playa Del Carmen
Playa Del Carmen Iberostar
Iberostar Tucan Quetzal
Iberostar Tucan Playacar
Iberostar Tucan Hotel Riviera Maya/Playa Del Carmen, Mexico

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