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“A forthnight at El Tukan” 3 of 5 bubbles
Review of Hotel El Tukan

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Hotel El Tukan
Ranked #136 of 212 Hotels in Playa del Carmen
Denmark
Level Contributor
169 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 89 helpful votes
“A forthnight at El Tukan”
3 of 5 bubbles Reviewed March 21, 2013

After reading some negative reviews on this forum I tried to contact both hotel and sales department with some requests. No response whatsoever.
Please note that this review is based on a 2 and a half star hotel category. In my oppinion the hotel is a good hotel for this category. I received a non updated double room on the 4th floor with pool view. The room is a standard room with with the necessary facilities with TV and small balcony. A bit worn but everyday cleaning was very good. A/C and ceiling fan. No reading lamps.
Reception informed that there only was WIFI in the reception area. However the signal was so strong that it worked in the room as well. Service in the reception was good and friendly. There were porters to carry luggage. No elevators. Did not use the pool and spa but it looked clean and was used by other clients. There is a hotel shuttle to the Kool beach club were sunchairs are free for clients of the hotel. Did not try the restaurants Tulipan and La Ceiba which are connected to the hotel. Situated on 5th Ave and close to the beach - a very good location. One drawback - the hotel is very badly insulated which means a lot of streetnoise/discorhytms/personnel/furniture being moved on stone floors/children frolicking in pool in the early morning....
The hotel also has a concierge and a travel agency in the reception. All in all a quite good budget hotel.

Room Tip: Perhaps the lower floor rooms are not so prone to streetnoise. No elevators.
See more room tips
  • Stayed March 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Kim1307
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, March 21, 2013
Dear Guest:
Thank you for your comments, Tukan Hotel is our commitment to provide the best service for that reason we are verifying the details mentioned, in order to meet their needs and fulfill your expectations.
Hoping to receive it again in one of our hotels.
regards,
management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,222 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (75)
Date | Rating
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English first
London, UK
Level Contributor
65 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
4 of 5 bubbles Reviewed March 17, 2013

This isn't normally the kind of place I'd spend a lot of time - I'm not much of one for sun, sea and sand - but I came with a group of friends to celebrate someone's 40th birthday and stayed here for ten nights. The location is good, a short walk from the clubs and the beach. If you expect to be right on the beach, this isn't the place for you, but that was fine with me.

The staff were OK - I didn't need that much help from them, so I can't say if they were especially helpful or not. The accommodation was comfortable if not plush (I had the bog-standard room and was perfectly happy with it) and had one of the largest beds I've ever seen in it. The hotel bar isn't exactly cheap but it isn't exactly expensive, had quite a nice laid-back atmosphere and our group used it as a meeting place in the evenings.

I think the only actual complaint I would have about the hotel is that you have to ask at reception for a key to the room safe and they charge $1 a day for the privilege. It's not much, but it's annoying.

I should say that I booked this as part of a package deal with flights from the UK and airport transfer. I think that was pretty good value, but I couldn't comment on how good value for money it would be to book just the hotel.

  • Stayed February 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank ZornsLemma
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, March 18, 2013
Dear Guest,
Thank you for your comments:
In Group Tukan we are dedicated to providing the highest quality and satisfaction to our customers by offering the best service possible.
Awaiting your early return to one of our hotels.
regards,
management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Amersfoort
Level Contributor
77 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
1 of 5 bubbles Reviewed February 27, 2013

We had the worst experience in all our years of traveling here in El Tukan. They made a mistake in our booking by Booking.com and had only a room available for two people, in stead of four. A mistake can happen, but they didn't care at all. They had two matrasses we could put on the floor, and we had to make the beds ourselves. No excuses, no drink or refreshment during the long, long waiting (which is no fun when you just arrive from a flight from Europe). The room was very hot and humid, dark and smelly and they charged us a lot more than we ought to pay according to our Booking.com voucher! ( which was very correctly handeled by Booking afterwards!). So they make a mistake, can not solve the problem in a decent way, and overcharge the booking just as easy. The receptionist was not interested, could not care less. We left the next day and moved to a better hotel, with friendlier staff ( for even less money).

  • Stayed July 2012, traveled with family
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank floorenniels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, March 1, 2013
Dear Guest:

Thank you for your comments,

We are very sorry your experience with us.

We can ensure that the foundation of our company is to give satisfaction and total quality to our customers.

Unfortunately we have no report of the details written on their part.

We hope your experience will be allowed to return back to the hotel to improve printing.

regards

management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Travelers are raving about these Playa del Carmen hotels

Kristianstad, Sweden
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 bubbles Reviewed February 24, 2013

We stayed in El Tukan in February 2013, we mailed a month ahead prior to leaving Sweden about particulars involving our handicapped child. Turns out that nothing of that conversation reached El Tukan's management. They really tried accomodating us and we got an interim room on the second floor while waiting for a free upgrade to a two-bedroom "suite". We recived a free dinner voucher for our troubles which was a decent compensation and also gave us heads up what to expect from the regular all-inclusive plan.

Problem is that we had to vacate our room the next day at noon, as per regular checking out times. We had to wait for quite some time, after 3 pm, to enter the new room. There was no communication between bell staff and housekeeping. The new room was ok, all water worked with slow hot water - gotta love the cardamom soap bars!

Don't expect more than a single individual in the staff, at any given time, to have a reasonable command of the English language. Most of the time that's not a problem, but when you alert hotel security that some guests are keeping the entire hotel awake at night and they do nothing about it - it's a bit of a bother. All were very friendly in my experience though.

Fair prices, but don't expect anything out of the ordinary from the regular all-inclusive plan (red bracelet), what you get is a standard buffet and free local drinks you have to cross the street to get. OTOH the premium plan (black bracelet) at US$ 56 per person includes food and drinks at the Kool beach club and several restaurants in the vicinity of El Tukan. But USD 112 buys a great lunch and dinner for two with drinks, if you're not the thirsty type, at almost any restaurant in PDC.

Breakfast was really good and a bargain at USD 9 per person with generous hours: 7-11 am.

I could recommend staying here, if not for the great location and the little jungle in the middle of the main complex and the atrium. But the (very) small hotel pool is a bit shaded and you have to move around to catch the sun, and sadly it wasn't very well maintained water-wise.

Beach club was very crowded, if you're not a premium plan guest be there by 9 in the morning to get a sun chair at all. 40 pesos for a beer at the beach, bring your own =)

There were ants in the room, b t w, not a hassle and don't expect a gym or children's activities.

Room Tip: Turn on the AC at night to drown sounds from guests and the street.
See more room tips
  • Stayed February 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Hombre_verde_044
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, February 25, 2013
Dear Guest:
Thank you for your comments, Tukan Hotel is our commitment to provide the best service for that reason we are verifying the details mentioned, in order to meet their needs and fulfill your expectations.
Hoping to receive it again in one of our hotels.
regards,
management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
amersfoort
Level Contributor
11 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
1 of 5 bubbles Reviewed January 27, 2013

We had reservations for 4 people, but they only had a room for 2 - maybe because we arrived in the evening and gave the booked room away? We understand a mistake can be made, but the receptionist didn't bother at all. The only thing they could do was an extra matrass on the floor with some sheets ( had to make the bed ourselves), and they wanted to add extra charges (more than our original reservation price by Booking.com). No apologies, no drinks, not a single effort to make the best out of it. The room was mouldy and very humid. nearly no water in the shower.
They seem to deal for tour groups mainly and are absolutely indifferent with individual travelers. We left the next morning and went to a much better place ( hotel Banana)!

  • Stayed July 2012, traveled with family
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank paulAmersfoort
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, January 28, 2013
Dear Guest:

Thank you for your comments,

We are very sorry your experience with us.

We can ensure that the foundation of our company is to give satisfaction and total quality to our customers.

Unfortunately we have no report of the details written on their part.

We hope your experience will be allowed to return back to the hotel to improve printing.
regards

management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Plymouth, United Kingdom
Level Contributor
27 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
1 of 5 bubbles Reviewed January 26, 2013

Just spent 14 days here never again. well placed on 5th Ave good for resturaunts and shops. Room was grubby and tired. Lots of dead bugs blood/stains on walls. doors poorly fitted, even front door (fire door)
2 days 4 complaints to get door lock repaired.
2 days 4 complaints to get useable but weak water pressure in shower.
4 days 9 complaints to get useable but weak water pressure in hand wash basin.
2 days 4 requests to get extra pillow.
14 days and plug for hand wash basin.
Paint on windows.
Oldest and loudest A/c unit that keeps you awake.
Broken missing tile around hand wash basin.
Pool to small and shaded. Not all that clean, not enough sunbeds. Beach club 5-10 min walk ok but music becomes V V loud in the afternoon.
Door frames rotten. Reception staff not interested.

Room Tip: Only good thing is the location
See more room tips
  • Stayed January 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank john b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, January 27, 2013
Dear Guest:

Thank you for your comments,

We are very sorry your experience with us.

We can ensure that the foundation of our company is to give satisfaction and total quality to our customers.

Unfortunately we have no report of the details written on their part.

We hope your experience will be allowed to return back to the hotel to improve printing.
regards

management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
2 of 5 bubbles Reviewed January 18, 2013

Let me start off by saying that we have been to Playa at least 15 times over the last 20 years or so. The hotel is in a great loction on the famous 5th ave.The room was ok ,we never used the pool it is very small and in the shade,all inclusive is a bit of a joke a little open resturaunt type place across the road with very limited selection (I am not fussy I will eat almost anything put in front of me) if you want a drink same thing walk across the street and get one. The beach area is a bit of a walk but we like to walk small roped off area with a small bar and no food the guy working the bar was great he did what he could with what he had.
Bottom line is we didn't expect much and thats what we got. I felt sorry for the people that payed good money thinking they were getting a all inclusive resort.You can get a much nicer place on the beach for what they paid here.Or pay a lot less for a room and go out and eat and by a drink on the beach. Remember the pictures the hotels put on the internet can be very misleading.I saw one place had a nice pool picture and when you got there it was about 6 feet by 6 feet with no water in it.
So no i would not recommend it,and I'm easy to please.

  • Stayed February 2012, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
6 Thank PigboyCalgary
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
operaciones1, Gerente at Hotel El Tukan, responded to this review, January 19, 2013
Dear Guest:

Thank you for your comments,

We are very sorry your experience with us.

We can ensure that the foundation of our company is to give satisfaction and total quality to our customers.

Unfortunately we have no report of the details written on their part.

We hope your experience will be allowed to return back to the hotel to improve printing.
regards

Management
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 Hotel El Tukan

Property: Hotel El Tukan
Address: 5a Avenida Norte, Entre 14 y 16, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Restaurant Swimming Pool
Hotel Style:
#78 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): $
Hotel Class:3 star — Hotel El Tukan 3*
Number of rooms: 133
Reservation Options:
TripAdvisor is proud to partner with Orbitz, Despegar.com, Expedia and Priceline so you can book your Hotel El Tukan reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
El Tukan Hotel Playa Del Carmen
El Tukan Condotel Hotel
El Tukan Condotel Suites Beach Club
Hotel El Tukan Riviera Maya/Playa Del Carmen, Mexico

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