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“Sister Trip” 4 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
Barrie, Canada
Senior Reviewer
8 reviews 8 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
15 helpful votes 15 helpful votes
“Sister Trip”
4 of 5 stars Reviewed January 15, 2014

January 5 - 12

We got to the resort around 1 pm, and were very happy that our room was ready as we were tired since we had been up since around 2:30 am. The check in was quick, and we were in our room within a few minutes. Our luggage was delivered within 10 minutes. We did not get the building I requested which was 11 but it turned out to be okay as we were close to the lobby in building 17. We did get the third floor as we wanted, and 2 double beds. The room was clean, and we had enough storage for all our stuff. The bathroom was small but we managed. I wished the shower had a curtain or door though. The lighting over the sink was not the greatest, and the hair dryer was old but it worked. There was a shelf over the toilet which was a great place to put our stuff so that we did not have everything out on the counter. We were worried that the beds were to firm but we ended sleeping good. We always had lots of water, and pop in our mini bar. Our maid was great. Our room was very clean.

I was disappointed that the internet was not free since it is 2014. I used one of the computers at the resort on our first day but it was very slow, and frustrating so we ended up paying for a full week of WIFI which was about USD $40. It was worth it though so that we could keep in contact with our families back home. You could only use one device but the internet worked all through the resort. The strongest signal was in our room though.

We went to the Tropical, Steakhouse, and Japanese restaurants. They were all great but make sure you make your reservations as soon as possible before they are all booked. I enjoyed steak all 3. I ate with chopsticks for the first time at the Japanese restaurant, and I did pretty good. We ate most mornings at the restaurant by the beach on the Tucan side. The view was amazing, and the food was yummy. We also ate most of our lunches there as well. There was a good variety of food at all the meals. The staff in the restaurants was outstanding. They were all friendly, and doing their best to make our vacation the best. Angel was our favourite waiter, and was always there with a friendly smile as well as a drink suggestion.

The Star Friends (entertainment team) were amazing. They made the resort a lot of fun. They worked long hours but were always full of energy, and willing to talk to the guests. They even greeted us outside the restaurant by the lobby at breakfast, and came in to talk to the guests. They had lots of activities through the day, and we went to most of the shows at night which were fun, and entertaining.

It was nice to see all the animals in the jungle. We heard, and saw a lot of peacocks. If you are on the first floor be prepared for them to be on your balcony. We saw a few monkey's but unfortunately they were not up close. We also saw coatis, agoutis, and a cat.

The weather for 4 days was cool, and rainy but we still managed to relax around the pool reading. Our last 2 days were very warm, and sunny. We were finally able to enjoy swimming in the pool, and the beach. We never had a hard time finding lounge chairs around the pool, and the Tucan side had very comfy ones that dried very fast. We managed to get a spot close to the restaurant at the beach, the bathroom, and the bar.

As the weather was not the best at the start of our trip we didn't book any excursions. We would have liked to go on the catamaran trip through Sunwing if we had a chance.

The resort was very clean, and the workers were always busy cleaning. I would definitely go back.

Room Tip: We were on the third floor of building 17, and our room was pretty quiet. If you are on the first fl...
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  • Stayed January 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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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, January 28, 2014
Dear TDIGIRL13,

On behalf of the Management of Iberostar Tucan & Quetzal, we thank for your comments and observations that always help us to improve the quality of our services and the personal attention, that customers like you deserve.

We are very glad to read that our services fulfilled your expectations. Your comments are going to be shared with our maids, the staff at restaurants including Angel, and the Star Team. We are sure that they will be very honored to receive them.

Our company is in continuous improvement of quality of services, making it part of our renewal policy that allows us to implement structural changes according to international standards.

We appreciate your lovely comments related to the beauty of our tropical jungle. There is plenty of endemic flora & fauna, and as you could experience, the wildlife is integrated into the beauty of our resort. That makes us unique in the Riviera Maya!

Once more, we thank you for writing your review and we hope to have the opportunity to host you back again in the near future.

Sincerely yours,

Quality Manager
Iberostar Mexico
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
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    4.5 of 5 stars
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Bournemouth, England
Senior Contributor
27 reviews 27 reviews
11 hotel reviews
Reviews in 12 cities Reviews in 12 cities
63 helpful votes 63 helpful votes
3 of 5 stars Reviewed January 15, 2014

Sorry folks... a long piece, this.....
We travel out this way at least once a year and have pretty much always stayed in Iberostar hotels for our hot beach holidays. We like the brand.. but last travelled to Iberostar Tucan, Quintana Roo in January 2005.
Around that time, most fellow guests had also stayed in the Punta Cana/Dominicana sister hotel in the DomRep (where we have taken to staying at least annually) and the two are similar in that they are mirror images of themselves and both facilities are open to all. Most were also saying that the Tucan/Quetzal had the edge. Well, having returned to the Tucan, we would most definitely say it’s now the other way around.
What I would also say, though, in speaking with other travellers staying in the area, other hotels too have suffered a decline in standards. Maybe it’s the local economy still suffering from recession.. fewer US visitors for example. We noticed that many holiday homes were up for sale, many shops abandoned, many unfinished units roadside. Hotels generally may have had to cut budgets.
Make no mistake, this hotel is a jewel. The infrastructure is great for hot beach holidays, its pool is superb, including two ‘walk-in’ entry points, a whirlpool, a separate sports pool and cocktail swim-up bar pool. Nestling between the main parts of the hotel and the pool/beach areas is the most fascinating jungle area (which had been hurricane-devastated on our last visit) with wild monkeys, reptiles, birds and mammals. It has SO much going for it, it is a crying shame that attention to detail has been lost. With investment and attention this could easily return to its former glory. For sure the staff to client ratio is much diminished...... and we also noted that some frontline staff (bartenders usually) didn’t have quite the level of English that perhaps they should have given that the bulk of clientele are from North America. Also now there are more worldwide visitors , English has become most commonly used (for those without Spanish) and is often spoken by clients for whom it is also a second language. Thus, frontline staff have really to be pretty fluent in English and we saw several instances of complete misunderstandings. Usually I wouldn’t write this as I am believe one should be polite enough to learn a little, to say good day, to order a drink etc., but....
The reception staff are pretty fluent... and they must be able to communicate in several languages which is impressive.
We were severely hampered on this visit by the weather. Nobody’s fault. However, we went there for the beach and we were unable to use it much. So we stayed inside the hotel a great deal.. not even venturing outside of the complex much or to the main town of Playa Del Carmen which was within easy reach. With unpredictable torrential rain, we really didn’t want to get caught in it.. and on the rare sunny days we wanted to take full advantage of the beach. We really felt for the wedding parties! So, please bear in mind that this is written by someone who was frustrated at not being able to sunbathe. Although it did mean we didn’t have to play the dawn towel game so often!
The beach is superb and the shoreline swim-safe, however, unlike some other resorts it is a federal beach and vendors roam freely. We witnessed Iberostar security staff shoo-ing them away from the chairs but they are free to ply their wares along the front of the beach, close to the front rows of loungers. Regular passbys of police on quadbikes keep an eye on the situation but I wouldn’t leave valuables unattended (i.e., Kindles, phones) which we often feel happy to do on other resort beaches. We spotted one unfortunate vendor being escorted pillion by one eagle-eyed policeman! The water was warm for Dec/Jan and even the pool was fine on the few really hot days. But we know if we travel at this time of year the swimming is hit and miss.
Our room was spacious and kept scrupulously clean. Yes, it hadn’t changed much since our last visit but we had no real complaint. Would have preferred to have stayed in Building 13,15 or 16 but we weren’t really that bothered by Building 18 (closest to the lobby). In fact it worked in our favour during the unseasonal rainstorms! OK, if you wanted to be REALLY picky you could say that the bathroom door/doorframe needed a coat of paint and that there were holes in the shower cubicle tiles were new bits of kit had been installed. Upgraded/refurbished rooms in other Iberostars have additional powerpoints.... since these particular rooms were built, most of us now travel with a large collection of electronic gadgets (phones, tablets, Kindles, cameras etc.) and we got used to rotating our five pieces of equipment into two lamp sockets ... plus my daily use of my own hairdryer and straighteners. But everything worked.
With hindsight, I think we also fell victim to the fact that the bulk of the guests had travelled as large family groups for New Year (particularly from the US) and we found ourselves pretty much on our own during the first week. That’s just a point to note for the future.... the last time we travelled here at this time of year we, too, were part of a two-family group.
Bars
We had remembered that at times the two lobby bars could be a bit soul-less. Each night a guitarist and a keyboardist alternated mid-evening but, sadly, did not alternate their repertoire....... Enough said. We don’t go to the shows... not really our scene, however, we felt the Showbar was also rather soul-less once the show had finished. We’d remembered it as buzzing.... this time it certainly was not. The only exception was New Year’s Eve where – obviously – the atmosphere was kept going till well after midnight. To counterpoint this, the Showbar at the Iberostar in Punta Cana has a buzz about it.... the barstaff are all singing, joking and it has a great atmosphere. We STILL don’t go to the shows, but we do stop there en-route to dinner and certainly post-dinner. For sure, all the bars in Punta Cana have a better atmosphere and the bar staff are more on the ball.
I certainly felt that drinks were a bit watery.... every cocktail was made in a blender which was loaded up with ice.. far more than in other hotels.. and thus almost immediately the drink separated and one is left with a tasteless icy blob. Waitress service is excellent... although it’s often better to be watching how much (or how little) spirit the barman is using. I usually found I had to ask him for ‘un poco mas’. Our favourite waitress, too, got to know that I usually wanted ‘doble’ measures. I would say that generally the spirit measures were homeopathic unless you said something specific. I stopped drinking the cocktails altogether and am now off Cuba Libres for a while (sick of them).
A plus point is that they do have all the international brands but you do have to ask for them specifically. However , another negative is that they shut at midnight and the only later drink is to be found in the disco. Again, perhaps not always our scene!
Restaurants.
Although we didn’t so much enjoy the Tropical, we felt that the speciality A L Carte fare at the Tucan/Quetzal was good. We especially enjoyed the Italian which we made a point of visiting twice and the Bonsai Japanese is fun and plentiful. Because of the weather we took lunch more than usual in the main buffet and it was quite good (far more choice than the beach restaurant.. but that’s down to size and space). Had we used the beach/pool restaurants for lunch we would have quickly tired of the choices. We were lucky enough to take dinner mostly a la Carte and know that the buffet would have become quickly repetitive too. Wasn't totally impressed by the NYE Gala Dinner... we remember much better from previous visits. The wine in the buffet isn’t good quality but by our second week I got used to it. We bought better wine in the evenings.
There are fewer waiters/waitresses in the buffets which results in them concentrating more on clearing/renewing vacated tables rather than watching out for diners’ requests (notably filling wine glasses, water, coffee etc.). They all work incredibly hard but attention to detail/service standards have slipped.
Breakfasts were good, plenty of choice. As usual, you could have eggs fried to order, omelettes etc.
Some of the food got cold quickly. I learned to take food from the middle of the station, not the outside edges of the serving dishes. Lunchtime fries, for instance, at the beach were often cold. The layout of the buffets hasn’t altered and some of the equipment may now be getting a bit old (supposition). We know that others have changed their layouts/bought new equipment which result in more food being freshly cooked, rather than it cooked and left out under lights. The system works much more efficiently and is evident by the greater number regularly using the buffets AND results in far less wasted food. Here though, for instance, one lunchtime there was a vast display of shellfish which looked delicious, but, the mussels and clams had been cooked and left out under the lights.....
We spoke with Luz Hernandez, PR Manager, and she noted our comments. Luz tells us that Management does have plans to upgrade/renew and made particular reference to restaurants. We are sure Iberostar will want to do this as quickly as possible – but we now believe that the area generally has suffered and it’s all a question of cost. We came away from this meeting believing we were far from the first clients to express our disappointment. Also, this hotel is very, very busy 12 months of the year.... it is very difficult to find a time to close parts of it for refurbishment. Tour operators will have to be honest with their clients and tell them if there is disruption. We know that Iberostar have spent a great deal of money on the Punta Cana complex which must have disrupted some holidays but it is very well worth it. One month’s disruption will pay back its dividends quickly.
The Star animation team were friendly and hardworking and didn’t hassle you if you just wanted to watch, not take part. Their job was made harder by the weather.....
One further vote of thanks goes to Carlos, the Thomson rep. He’s really good, very friendly and knows his stuff. We were quite honest from the start we weren’t going to buy any trips etc. and he was extremely helpful to us. Thanks to Carlos, and to Luz, our disappointment was kept to a minimum.
We won’t be rushing back to Quintana Roo..... which is a great shame. We know that this last trip was severely spoiled by the weather, which maybe gave us time to look more closely at stuff we may have considered less of a problem if we’d been out on the beach every day... We look forward to returning to Iberostar Punta Cana in May and to one day returning to the Tucan, post refurbishment. We like the Iberostar brand and remain loyal to it, but understand that market forces may be at work here. We urge them to return this fabulous jewel of a resort back to its former magnificence.

Room Tip: If you stay adjacent to the jungle, be aware that jungle-facing rooms are quite dark.... and our pri...
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  • Stayed December 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 16
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, January 28, 2014
Dear BmthTraveller,

On behalf of the Management of the Hotel Iberostar Tucan & Quetzal, we thank for your comments and observations that always help us improve the quality of our services and the personal attention that repetitive customers like you deserve.

Our company is in continuous improvement of quality and services, making it part of our renewal policy that allows us to implement structural changes according to international standards. We are sure that in a short period of time, our renewal will be even more complete and innovative than in other times.

Although times have changed, and subsequently some properties have been renovated or transformed in this area of Mexico, since 2005, Riviera Maya is nowadays the most outstanding area of the country, with continuous investment and development happening; so we regret that during your stay, the weather conditions prevented you from enjoying your stay completely for not being able to explore the area.

Regarding our maintenance work that you found at our rooms, we do believe that renovations and improvements can be done and even though they are carried out throughout the year, they are done by blocks, so that there are no inconveniences to our guests during their stay at our resort. We take into consideration your comments and passed them on to management.

In response to the situation related to the beach vendors, we kindly inform you that our beaches are federal property, however, our security staff is always taking care and looking out for our guests.

Your review about our hotel and services is highly appreciated. We will make sure to pass the information to the Management and the different departments involved as they represent a motivation to continue improving our services.

Once more, we thank you for writing your review and we hope to have the opportunity to host you back again in the near future.

Sincerely yours,
Quality Manager
Iberostar Mexico
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London, United Kingdom
Senior Contributor
22 reviews 22 reviews
14 hotel reviews
Reviews in 15 cities Reviews in 15 cities
33 helpful votes 33 helpful votes
5 of 5 stars Reviewed January 13, 2014

This hotel is beautiful. The gardens are extensive with trees, streams and ponds and contain a wide range of wildlife from bright pink flamingoes to monkeys in the trees and peacocks and coati wandering around the grounds. The restaurants are surrounded by fountains and ponds containing large and small fish and small turtles. The beach is soft sand with clean water and the sea is warm. Pelicans regularly fly over and often dive into the water. The water sports are well managed so they keep away as from the swimming area.
The staff are all superb especially the entertainment team who work from breakfast when they greet customers at their tables to late in the evening when they join in the dancing to a live band before and after the show. Activities are organised during the day so if you take teenagers or if you are a group of young adults there is plenty to do all day eg volley ball on beach or in the pool with a huge soft ball and no need to be talented as very good humoured, or football, salsa, Zumba, archery etc Even if you are a couple wanting each other's company you could join in the salsa lessons etc or not. the children in the kids club always looked calm and happy. Playground.
Food all good and wide range of national tastes and types of food. Plentiful and good quality and constantly refreshed so any fussy eaters etc will have a lot of choice. Rooms have secluded balconies surrounded by trees.See my reviews as of excursions

  • Stayed December 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 18
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, January 28, 2014
Dear HelenHallpike,

On behalf of our resort, we would like to thank you for choosing us during your recent visit to the Riviera Maya.

We appreciate the time you have taken to forward your comments in regards to your experience with us, especially about the concepts on the natural surroundings of our beautiful resort, which has tried to adapt as much as possible to them by building around it and keeping the natural landscape, home of our wildlife.

At Iberostar, we promote a culture of respect of our local flora and fauna and that invites our guests to participate and admire all the beautiful natural scenery where our resorts stand.

Your positive review about our services and staff is much valued. We will make sure to share your comments with the different departments involved as they represent a motivation to continue improving our services. Our Star Friends do their best effort to provide a continuous quality entertainment making sure that the stay of all our guests will be memorable and enjoyable!

We hope to have the opportunity to host you back again in the near future at Iberostar Tucan & Quetzal.

Best regards,

Quality Manager
Iberostar Mexico
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Jersey, United Kingdom
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed January 13, 2014

My partner and I stayed at Iberostar Tucan over this xmas and new year. We had wonderful weather and the beach is fantastic. You can choose either the end where the activities happen with Star Friends or the other end near Sandos which is much quieter and more for couples.

I cannot thank the staff enough for their hard work. Star Friends work dawn til early mornings and so do the staff in the restaurants. Thank you so much.

The food was absolutely fine, we both like different foods and found what we wanted each time. Actually I would recommend the burgers at the beach restaurant, Carlos cooks them nearly all day and they taste wonderful.

Lecitia was the lady who served us drinks on the beach, she is so happy and got to know us so brought us drinks without us asking.

The rooms were clean and the maids worked hard to keep it this way. A restyling of the rooms would be nice but shouldn't stop you staying here. There is nothing wrong with them. We thought the bed was absolutely fine.

The a la carte restaurants were ok, although we only tried the Japanese (was ok), steakhouse (ok) and Tropical (ok).

Overall you can have either a quite couples holiday which is what we had or join in the fun.

Enjoy and would highly recommend this.

Room Tip: We were in block 17 top floor. we faced the beginning of the jungle so it was a bit dark. The othe...
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  • Stayed December 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 7
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, January 28, 2014
Dear Lovestravelling1964,

On behalf of our Hotel Iberostar Tucan & Quetzal Management, we would like to thank you for choosing us during your recent visit to the Riviera Maya.

We appreciate the time you have taken to write your comments on Trip Advisor, and appreciate your highlight about our property, its location, beaches and meals. Also, we thank you for your nice comments about our Star Friends that always contributed to making your stay a memorable one.

We hope to have the opportunity to host you back in the near future at Iberostar Tucan & Quetzal.

Best regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Contributor
12 reviews 12 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed January 12, 2014

Family of 12 ranging from 2.5 to 64 years of age and all had a great time. I had reservations about an all inclusive resort but quickly learned to love it. Beautiful setting, walk thru jungle setting, lots of wildlife including howler monkeys - who really do howl! Very clean room, excellent service, we had to call about the TV & the safe & both were taken care of promptly. Huge variety of food at the buffets, food available almost 24 hrs. A la carte restaurants ok, had to book well ahead and felt a bit rushed. the Japanese was the best. Fresh, made to order omelettes at the beach restaurant was a favourite, with cappuccinos. Service everywhere was excellent, at the bars, towel replacement, room cleaning - loved the animal sculptured towels in the room. Gorgeous big beach with shade umbrella like huts, very useful on the very hot days. Lots of activities for all ages. Town was a 20 minute walk or $10 cab, lots of restaurants & bars, as well as shopping & night clubs. Starbucks a 5 minute walk for coffee purists. Wish WiFi was included, my only complaint.

Room Tip: We paid $150 to upgrade to beachfront room, well worth it.
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  • Stayed December 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 8
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, January 23, 2014
Dear Mary Ellen M,

Thank you for writing your lovely review as we too are delighted you had an amazing stay with us at the Iberostar Tucan & Quetzal.

We want to express our happiness when reading how you highlighted our excellent staff, our beautiful premises, our clean rooms and our variety of food! These are our guiding principles in Iberostar so we can ensure a memorable stay to our beloved guests.

We look forward to welcoming you back to the hotel in the future where we hope you will enjoy your return visit just as much.

Kind regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed January 11, 2014

We had a group of 19 people ranging from 8-54 years old. Everyone had a fabulous time! The highlights of this hotel are the Star Friends, the wildlife all over the property, the beach, and the location. The hotel is just a perfect size in my opinion - not too big so you don't have to spend 15 minutes walking to the beach yet large enough so that it doesn't feel crowded. There is plenty to do here (if the weather doesn't cooperate like it did for us) for entertainment and the location of this resort allows you to walk into Playa Del Carmen - about 40 min. The only thing that I could fault this resort is that there is no wifi in the lobby area. I read on other reviews that you could get the Sandos wifi from next door if you were close to their resort but I tried numerous times at different locations and it said it was unable to connect. Oh well, it would have been a plus but this is not that big of a deal as there is a Starbucks just a short walk at the Playacar Plaza just right of the resort entrance. Of course the teenagers were there numerous times to keep in touch with friends.

Food: We ate at the Japanese (great food and entertaining)and the Steakhouse which was very good. Our whole group was accommodated at both restaurants. The buffets were good with enough variety for us. I was able to book our ala-carts through email a few days before we got there so that was a bonus. They also had a beach party on Tues? which was fun with paella and a mechanical bull.

Beach: Large beautiful beach and with plenty of lounge chairs so no need to get up too early unless you wanted a hut. They also have umbrellas at the towel hut to use for shade. Beach bar had excellent bar tenders!

Entertainment: Excellent star friends who really want to get to know you, average but fun shows for an all-inclusive, our teenagers and young adults in our group had a great time at the disco!

Pool: Large pool and had lots of fun activities going on - we are beach people but the kids enjoyed the activities and entertainment.

Overall, we loved this hotel because of its size, the very friendly atmosphere, proximity to playa, lovely grounds and wildlife, and its beautiful beach area. Truly a great family vacation spot!

Room Tip: Our group of 19 were all able to stay altogether in block 15 which was centrally located. The jungle...
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  • Stayed January 2014, 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 7
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, January 28, 2014
Dear bmexd,

On behalf of our Hotel Iberostar Tucan & Quetzal we would like to thank you for choosing us during your recent visit with your group to the Riviera Maya.

We appreciate the time you have taken to forward your comments to Trip Advisor in regards to your experience with us, especially your nice concepts about our property, its location, beaches and meals. Also, we thank you for your nice comments made to our Star Friends that always contributed with excellency to make your stay a memorable one.

Your positive review about our hotel and services is highly appreciated. We will make sure to pass the information on to the Management and the different departments involved as they represent a motivation to continue improving our services.

Regarding the Wi-Fi service at the lobby area, we kindly inform you that we recently implemented an improvement in this service and now, we have all the resort with Wi-Fi coverage. We apologize for any inconvenient that you experienced during your last stay with us.

Once more, we thank you for writing your review and we hope to have the opportunity to host you back again in the near future.

We expect to see you again at our beautiful resort Hotel Iberostar Tucan & Quetzal and its privileged location at the Mexican Caribbean.

Sincerely yours,

Quality Manager
Iberostar Mexico
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Los Angeles, California
2 reviews
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed January 9, 2014

Overall, my family and I enjoyed this hotel and we would recommend it to others.

Pros
-Authentic, outdoorsy environment - really makes you feel like you're in Mexico. Open-air lobby, jungle walkway, wild monkeys and peacocks, etc. If you are looking for a totally indoors, brand new, modern facility, you should look elsewhere.
-Rooms are kept impeccably clean and were very comfortable
-Housekeepers, bartenders, all staff were incredibly friendly and bent over backwards for guests
-Gorgeous beach, water is super clear and there were beautiful fish just a few steps in!

Cons
-Very family oriented resort - which is great, if you have kids. My family (3 kids in our 20s) felt like we would've enjoyed an adult resort better. The nightly shows etc are all geared towards kids.
-4 of the 5 people on our trip picked up colds, we think from the buffet. Hundreds of people eat at the buffet every evening and I never once saw a worker going around sanitizing the utensils or offering hand sanitizer like they do on cruise ship buffets. Thankfully, we did not have any stomach illnesses, but getting a cold really puts a damper on your vacation. USE HAND SANITIZER AT THE BUFFET

Other tips:
-We really liked the buffet more than the themed restaurants. It was more relaxed and there were choices for everyone in our family.
-They say you're not allowed to reserve beach chairs overnight, but everyone does it anyway, so knock yourself out!

We loved our stay in Playa del Carmen and enjoyed the experience at this hotel!

  • Stayed December 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
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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, January 28, 2014
Dear Tanya J,

First and foremost, we want to thank you for sharing your experience with us during your last vacations and the quality time you have enjoyed at our resort Iberostar Tucan & Quetzal.
Thank you for your comments regarding our work team, particularly in the areas of housekeeping, food and beverages and all our Star Members that make you feel at home in our family oriented resort.

We ensure a memorable stay to our beloved guest through our guiding principles of offering an exquisite gastronomy, enjoying one of the best beaches around the world, and appreciate our natural landscape where you can admire our local flora & fauna.

In regards to our health and safety procedures in the food handling at our buffets, we gladly inform you that our company has a high priority for Health & Safety; your satisfaction as well as your wellbeing is our primary goal. We have an in-house H & S department as well as an external company (Saniconsult) that undertakes regular control audits. Recently sanitary stations were placed in each buffet for our guests. However, all suggestions are welcome and yours will be sent to our Department Heads for their consideration. Thank you for that.

Your positive review about our hotel and services is highly appreciated. We will make sure to pass the information on to the Management and the different departments involved as they represent a motivation to continue improving our services.

We thank you and appreciate your kind comments and hope to see you in our resort Iberostar Tucan & Quetzal in the near future,

Best regards,

Quality Manager
Iberostar Mexico
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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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