We stayed at the Iberostar Quetzel from Nov. 30, 2012 thru Dec. 9, 2012. This was our 3rd trip to Playacar and our 6th to the Cancun, Playa Del Carmen area. Our 1st at Iberostar Quetzal.
Let’s start with the fact their food gave my wife food poisoning twice in 9 nights. The 1st illness was on our 2nd night there. She spent the entire evening vomiting and in severe abdominal pain throughout the night. She did recover the next day to the point where she could lay around the pool, but had to stay away from most of the food and drinks. The 2nd bout with food poisoning came on our 8th day there. This time it lasted about 72 hours of vomiting, diarrhea and severe abdominal pain. On the 9th evening I had to change my dinner reservations from two to one again because my wife was unable to leave our room for the second straight night. At this time I went to the front desk and requested to speak to the manager about this unfortunate situation. The clerk called the manager and after a couple minute conversation got off the phone and informed me my wife had the “flu” or some other air born virus. They never once even asked me what any of symptoms were or any time frame of the illness. But the manager diagnosed my wife while talking to front desk clerk over the phone. WHAT! They must think I am stupid. They can deny it all they want; this was an obvious case of food poisoning. We ate nowhere else so this would not happen. Numerous other guests were also complaining around the pool earlier that day about illness. Manager would not leave his/her office to talk to me about this situation, my very ill wife. I think that say’s a lot about this resort.
I realize these next complaints have been magnified because of the front desk treating me like I was stupid and the manager’s refusal to talk to me about the situation. I could not make this all up.
Bellboy destroyed handle on my suitcase and never made us aware of it, just took tip and left.
Arrived to room excited to hit the beach. Problem, our safe did not work. We were not leaving our valuables unlocked. After waiting, security did come and fix the problem.
Toilet tank leaked and turned on every 15 minutes to refill tank. Notified front desk on 1st morning of the problem. Told us it would be fixed right away and we did not have to be present. Toilet was never fixed. We slept with the bathroom door close at night to block out the constant sound.
On the 2nd day we realized we did not have a remote for the TV and there is no way to turn it on. Told front desk and they did deliver one to use. We set it aside; we were headed to the beach.
Later that evening while my wife was sick, we decide to watch TV. The TV did not work. They gave us a remote for a TV that didn’t even work. The next day they changed TVs for us.
On our 3rd day maid service completely missed our room. We returned later in the evening to find it exactly as we left it earlier in the day.
We had to have our room key reprogrammed 3 times during our visit. Sounds like a small issue, unless you are sick with food poisoning and it is a 5 minute walk to the front desk one way, 10 minutes to the restroom can be horrifying.
Room service menu was unreadable. Every page was stuck together. I explained to the front desk clerk that my wife was ill and unable to leave the room and she was hoping she would feel up to room service later in the day, but could not read the menu. They said they would send one right up. We checked out with the same unreadable room service menu. No one ever showed up with a new menu.
Specialty restaurants were good. The Steakhouse, Mexican, Italian were my favorites.
Buffet was average at best. Most of the meat was uneatable, dry and hard to chew. We will probably never know for sure, but this is where we think the food poisoning came from. We never once saw anyone checking food temperatures the whole time we were there. Food sat out for hours and the buffet is not air-conditioned.
The wait staff was excellent and friendly, making this review hard to right. They sure are not responsible for any of these issues.
The room was basic but acceptable once we had everything fixed or replaced. After all of the above complaints there is no way I say this room was ready for guests. The constant toilet running was annoying after 9 nights.
Magician was excellent. Staff was friendly and worked hard. Afternoon entertainment and evening shows were similar to all our resorts we have stayed at in the area.
See above. I doubt it is their fault personally. Manager obviously telling them what to say.
The beach and grounds are beautiful and well kept.
I would not recommend this resort to anyone. One third of our vacation was completely ruined because of their food. It sure was not all-inclusive for my wife. While the pool, beach and grounds are beautiful, you can find that throughout Playacar, Playa Del Carmen and all the way up to Cancun. We are so glad this was not our 1st visit to the area, because we would not return. Our first 5 visits to other resorts were excellent with few complaints, so we know how wonderful the area is. You work too hard for your money, and saved for too long, way better options right down the road.
- Official Description (provided by the hotel):
- Privileged situation directly on the beach of Playacar, around 3 km from the town of Playa del Carmen. A watersports and diving paradise. Sub- tropical mangrove swamp. Great gastronomical variety. ... more less
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- Also Known As:
- Iberostar Quetzal Playacar Hotel Playa Del Carmen
- Iberostar Hotel Quetzal Playacar
- Iberostar Quetzal Playa Del Carmen
- Iberostar Quetzal Playacar Riviera Maya/Playa Del Carmen, Mexico