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Iberostar Quetzal Playacar
Ranked #45 of 212 Hotels in Playa del Carmen
GreenLeadersGold level
Reviewed January 13, 2013

Our review is a year old so some things may have changed since our visit in Feb 2012. We chose this resort based on it's proximity to Playa Del Carmen as we wanted to easily walk or taxi offsite. The hotel is large and you have two properties sharing most of the same facilities (most notably the pool) so at any given time you could have well over 1000 people sharing one free form pool and for us, that's really not our thing. Just too many people crammed into one area. There is a small adult pool with a swim up bar seperate and just behind the large free form, but we never went in it as it looked a little murky and unkept. Then there is a small rectangular pool to the side of the free form (in the shade) that is used for the watersport activities/events. The buffet and a la cartes are ok, you can definately find something to eat, we liked the steakhouse best. In the buffet I found it to be laid out well, but I found the selection of food quite limited in comparison to other AI we've gone to that are even smaller than this resort. Reservations for upcoming nights in the restaurants was done in the lobby and if you stayed 7 nights you could book a max of 3 or 4 a la cartes. The line ups were always long, there was one person taking reservations, on one occassion we booked a la carte after waiting in a really long line and when we got to the restaurant that night they said they didn't have our reservation? what? friends who went with us, one was a real estate agent with two small kids at home and required wifi as a deal breaker for going to which the hotel confirmed in advance to us booking that they had. When we got there the internet was broken on multiple days so we had to go down the road to Starbucks to use internet. The rooms were average and we found the bathroom to be really small having to actually step into the bathroom all the way in order to close the door or get into the shower (which didn't always have hot water, the pressure changed frequently, and it had a shower curtain that would blow around - really?) The two best things this resort has going for it is the beach, really nice sand, long, beautiful water and the fact that it sits within a jungle so you see lots of really cool animals/reptiles. Walking around the resort you would see monkeys in the trees, iguanas, beautiful peacocks, coti, fish in the ponds, and by the buffet there are waterfalls with swans swimming around. Entertainment was stardard AI in the theatre and we can't really say too much about the staff as it's just such a large place with so many people that it's hard to make one on one connections with specific staff members, but the ones we had in restaurants were all pleasant. Pros: wildlife on property, beach and proximity to Playa, Cons: too large & too many people crammed into one small space around the pool, need a better system to book restaurants, rooms could be updated for the price you pay, especially the bathrooms.

Room Tip: The higher the floor you are on the more chance you will definately see the monkeys and if you'r...
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  • Stayed: February 2012, traveled with friends
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2  Thank SunshineSoaker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded January 22, 2013

Dear Guest,

We would like to thank you for your detailed review regarding your stay at the Iberostar Tucan & Quetzal in February 2012.

It is great to hear that you enjoyed the beach and the natural environment at our hotel; we pride ourselves on the wild areas in our complex. Thank you for the positive comments about our Steak House restaurant.

We would also like to inform you that our maintenance department and our Management are constantly looking for areas within our facilities to be enhanced. Our pool bar has recently been renovated and the results have accomplished our expectations. We are sure our guests will enjoy this area and we wish you will visit us again in the near future to experience this improvement among others. The different areas in our resort are designed to fit the capacity of our complex. Note that besides the different pool launch areas, we also have the beach area for our guests to relax and enjoy the sunny days in Playa del Carmen.

Concerning the a la carte reservations we would like to inform you that our guests have the possibility to reserve their a la carte dinners prior to their arrival through email. This process has been implemented in order to avoid long lines and makes things easier for our guests. We understand that our guests’ priority once they arrive in our hotel is to enjoy their vacation as much as possible.

We take into consideration all the issues you brought up to our attention. Your well being and your entire satisfaction is our primary goal. We certainly believe that our guests’ comments provide us with useful insights to assist our management and staff in identifying areas of concern.

We hope you give us the opportunity to welcome you back in the future to Iberostar Tucan & Quetzal so that you can experience all the improvements made with the goal of gaining our guests loyalty and preference for our hotel chain.

Sincerely,

Quality Manager
Iberostar Mexico

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Reviewed January 10, 2013

WE enjoyed our week at the Iberostar Quetzal. The weather was gorgeous, and the beach and sea were perfect.
The hotel was great, not quite 5* by European standards, but great overall.
The staff were all very friendly and happy to help.

A few little points:
5* All Inclusive - WIFI is not free. You can get free WIFI from Starbucks down the street, or a cheap Sports Bar on 5th Avenue, however Ibreostar cannot give its guests access to WIFI without charge?

The food was very repetitive, and alot of the evening food was carried forward to breakfast. While 24hr catering is demanding, surely the quality should not be compromised, especially in high season.

Rooms and decor need updating. They are very tired and multi-coloured.

Again, these are small points, but they would have made all the difference.

All in all, a great holiday in a great hotel and resort.

Room Tip: Block 20 is on the beach, the higher from 20, the further away from the beach (but the closer to the...
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  • Stayed: January 2013, traveled as a couple
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7  Thank richierich1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded January 28, 2013

Dear Guest,

On behalf of Iberostar Tucan & Quetzal, we would like to thank you for visiting our resort during your recent vacation in Mexico.

Thank you very much for taking the time and trouble to bring these points to our attention. Your insightful comments are highly appreciated. Guest satisfaction is the goal of our management so for this reason we will take your feedback to work in certain areas that might need to be improved.

We would like to inform you that our Chef is always working on improving our different options offered at our buffets and A la Carte Restaurants. The food variation in our buffets are part of our standard of quality and under no circumstances would our Chef and Health and Security department allow the use of the same food from previous services at any of our restaurants.

Regarding our rooms, please note that their style is being done accordingly to the hotel structure and decoration is to be matched with our tropical/ jungle style. However 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/areas since the hotel never closes and we need to ensure that there are no inconveniences to our guests during their stay at our resort. We of course take into consideration your comments.

Thank you once again for your comments. It would be a pleasure to welcome you back to our resort in the near future.

Kind regards,

Quality Manager
Iberostar Mexico

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Reviewed January 9, 2013

Stayed at the quetzal for a week at the end if october. Thoroughly enjoyed every minute. Really welcoming and easy check in, very comfortable room, brilliant shower. Yes beds are firm but we all slept extremely well. Found every staff member to be really friendly. Booked 2 trips through a guy down at playacar plaza 5 mins walk away. They were both really excellent. Tulum/coba and a fishing trip. That was fab as we hired a boat with a skipper. My husband and son both caught fish then we took the fish to a bar-restaurant just by where we got off the boat and the chefs prepared them for us, tuna was grilled and spanish mackerel served ceviche style cooked by lime juice. We had so much we had to share it with another family. I was probably expecting the food at the resort to be more tex-mex style but some if it was a little bland for my taste, having said that we enjoyed all our meals especially in the buffet in the evenings when the mariachi band came round playing your requests. We also ate at the steakhouse and the japanese, both very enjoyable. Tenderloin steak recommended. Found the whole place to be exceptionally clean.

  • Stayed: October 2012
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3  Thank juju016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded January 16, 2013

Dear Guest,

Many thanks for your positive review!

We are very delighted that you have had an enjoyable stay with us.

Thank you for sharing your thoughts and experiences about your recent visit in our hotel. It was a great pleasure to read your valuable and encouraging feedback as we certainly value your comments, and they are imperative for us to improve.

Thank you and we are looking forward to welcome you again in Iberostar Tucan & Quetzal.

Kind regards,

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Reviewed January 8, 2013

We enjoyed our week at the Iberostar Quetzal! Good food, comfortable beds, beautiful resort! We would definitely go back. Really enjoyed walking the 30 minutes to Playa Del Carmen either on the steet or 5 minutes longer on the beach.

  • Stayed: December 2012, traveled as a couple
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3  Thank TLindey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded January 16, 2013

Dear Guest,

On behalf of Iberostar Tucan & Quetzal, we would like to thank you for visiting our resort during your recent vacation here and for sharing such a wonderful review with the online community.

We are happy you enjoyed so much your stay with us and it certainly would be a pleasure to welcome you back to our resort in the near future.

Kind regards,

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Reviewed January 8, 2013

We were totally satisfied on how well run and spectactular this resort was. We had asked and paid for an upgrade to beach side room and had asked that a single person joining us be close by. Both requests were met without any hesitation -and knowing how busy the season is that was impressive. We were there two weeks and found that the food was not repetitive, the restaurant booking was easy and the variety of venues convenient. The activities were well prepared - you have to experience Zumba on the beach!! Kid's Club was well run and professional. We will return with a larger family group this time!!

  • Stayed: December 2012, traveled with family
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Review collected in partnership with Iberostar
3  Thank PattiCakes2009_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded January 16, 2013

Dear Guest,

Thank you for your detailed hotel review. We really appreciate your positive comments and feedback about the Iberostar Tucan & Quetzal!

We have shared your comments with our hotel team and we are all very happy that you enjoyed your stay with us. Our goal is the complete satisfaction of our clients so when we read reviews like yours, it is highly motivating.

We hope to welcome you back to Iberostar Tucan & Quetzal at some stage in the near future.

Kind regards,

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Reviewed January 8, 2013

Trip report for Iberostar Quetzal (December 29th to January 5th):

The is the 1st time we go back to a resort, and I never though I would do that before.
We elected to go back since our daughter is allergic to peanuts and the other resort we were thinking of going (Iberostar Lindo) is using peanut oil at their Asian restaurant and once a week at the buffet.
The Tucan/Quetzal doesn't use peanut oil anywhere on the resort.

Flight & transfer:
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I won't go in details about flight and transfer, since it as nothing to do with the hotel, but all was good here.

Check-in:
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The check in was quick and with friendly staff. Had to return to front desk to get our room keys, since we came in early (12:00).

Grounds:
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The grounds are nicely maintained and have nice pathways to walk around the resort and in the "jungle". Makes for relaxing walks and fun to watch all the birds andf animals.

Beach:
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The beach is very nice. Nice soft sand, ideal for sand castle and walking the beach. We had yellow flags for 6 days and red flag for 1 day.

Food:
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Food was good, nothing special, but as good as we expected it to be (This is family AI food).
The tacos, fajitas, quesadillas, etc are very good.

Room (ocean view room):
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Room was nice with a very nice ocean view, with everything you need and large enough to have the kids play.
The cleaning was very good, towel arts every day and fridge restocked everyday also.
Left a note(in spanish) stating we wanted more water and didn't need soft drinks, only water and beer was needed.
When we came back we had 6 beers and ALL the water we needed and more.
We don't use room service (i.e. food delivery), so can't comment here.

Pools:
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The pools is of nice size and good to swim in. Water was surprisingly warm for that time of year, just slightly coller then the sea.
The adult pool with pool bar just got retiled and looks very nice. It also seems to have less shade then before.
Pool was closed for 3 days for retiling. We didn't care since we were not planning on using it (prefer spending time with our kids).
Water was also warm at the adult pool (went in just to see how it was).
And they had just filled it. Not sure if they now heat the pools or not, but it does seems like it.
When we went in december 2010, the pools water was freezing cold.

Check-out:
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Very very quick and friendly (fastest checkout I ever done).

Overall experience:
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We really enjoyed our stay at Iberostar Quetzal. We already knew what to expect, but was pleasently surprised with improved service from last visit.


Iberostar Comparison:
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This was our 4th visit to an Iberostar resort, with previous visit to Iberostar Varadero and Iberostar Tucan.
I my last year comparison of our Iberostar resort experience I had put most of services experiences as 2nd after Varadero and before Bavaro.
I would now put it 1st. Which would make the Bavaro service VERY distant behind Tucan/Quetzal and Varadero.

We also visited other AIs, but those were mostly adult only (before we had kids), we can't really compare with them.
But I think it's fair to compare the 3 Iberostars to each other, I will make comparison between them (listed in order of quality):

Check in: Quetzal(2012), Varadero, Tucan(2010), Bavaro
Front desk service: Quetzal(2012), Varadero, Tucan, Bavaro
Grounds: Tucan/Quetzal, Bavaro, Varadero
Beach: Tucan/Quetzal, Bavaro, Varadero
Pool: Bavaro, Quetzal(2012, much warmer then previous visit), Tucan(2010), Varadero
Kids pool: Bavaro, Varadero, Tucan/Quetzal
Food: Tucan/Queztal, Bavaro, Varadero
Room: Tucan/Quetzal, Varadero, Bavaro
Mini-fridge refill (water and beer): Tucan/Quetzal, Varadero, Bavaro
Room cleaning: Quetzal(2012), Varadero, Tucan(2010), Bavaro
check out: Quetzal(2012), Varadero, Tucan(2010), Bavaro
Value for money: Tucan/Quetzal, Varadero, Bavaro

Overall experience: Tucan/Quetzal, Varadero, Bavaro
The Tucan/quetzal is now a clear overall number one for us (comparing to the other 2).

Room Tip: Ocean view are very nice to have, but only 32 rooms available.
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  • Stayed: January 2013, traveled with family
    • Value
    • Location
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8  Thank Joce01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded February 5, 2013

Dear Guest,

Thank you for your favorable comments following your stay in December/January. We are glad to hear that you enjoyed the improved service!

We have shared your comments with our hotel team and we are all grateful for such feedback and very happy that you enjoyed your stay with us.

Your experience and the information you are providing may help others choose Iberostar Tucan & Quetzal for their next vacation in Mexico.

Thank you once again. It would be a pleasure to welcome you and your family back to our resort in the near future.

Kind regards,

Quality Manager
Iberostar Mexico

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Reviewed January 8, 2013

After booking the Quetzal almost 12 months in advance we (my huband and I and our 16 year old daughter) were looking forward to arriving for our Xmas/New Year holiday. We chose the Quetzal for its location and the (generally) good reviews on TA and the Iberostar brand. We booked a junior suite for the sea view and because the brochure described the room as larger than the standard rooms and could accommodate 3 adults or 2 adults and 2 children.
We arrived on the 22/12 for a 14 night stay and after much shuffling of paper and embarassed looks by the receptionist he told us that his 'boss' wanted to speak to us. When the 'boss' arrived he advised us that the room allocated to us would not accommodate 3 people unless we were willing to share the king size bed!! and that he wanted to upgrade us to the Iberostar Paraiso Maya, which he assured us was far superior to the Quetzal.
Needless to say we were very upset and angry but despite protestations he insisted there was not a room available to accommodate us.
We asked to see the room to judge for ourselves and were taken to a recessed type junior suite in block 20. The room was dark and dingy and contained a king size bed and a sitting area which had two fixed concrete bench structures. The area between was not big enough to hold a fold out bed without completely blocking access to the balcony. To call this a junior suite was rather an exageration and in our opinion was no better than a standard room and there was no way that the 3 of us could be accommodated comfortably in it for our two week stay.
Although the Maya was referred to as an 'upgrade' it was not in our preferred location and we knew nothing about it other that the information contained in the brochure provided by the Quetzal. However, we had no feasible alternative other than to, reluctantly, accept the transfer.
We were asked to have a drink while the transfer was arranged and assured once again that the Maya was a superior hotel and that a suitable suite would be ready for us on our arrival. That's another story - see review on the Iberostar Paraiso Maya to be posted shortly.
From our limited time at the Quetzal the resort appeared to be very dated and recent reviews seem to confirm this. However this paled into insignificance in view of the extremely unprofessional and neglectful treatment we received from the Quetzal.
Goes without saying that we will not book this hotel or an Iberostar hotel again.

Stayed: December 2012, traveled with family
6  Thank solaire8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Quetzal Playacar, responded to this reviewResponded February 5, 2013

Dear Guest,

On behalf of our Hotel Iberostar Tucan & Quetzal we would like to apologize for the misunderstanding during the check in process.

We highly appreciate your comment in regards to your brief experience at our hotel.
Your review is giving us the opportunity to look into our procedures as it seems that the issue was not addressed appropriately for you and your family.

Our hotel rooms at Iberostar Tucan & Quetzal are standard rooms, junior suites and presidential suites. The assignation is based on the type of room booked. Our standard rooms and junior suites are big enough to accommodate up to 4 persons, however this will depend on the guest preference. We also have the option of accommodating guests who prefer additional space in our presidential suite. This has an additional cost.

If availability allows it, there is also the choice of upgrading to a hotel of higher category, which in this case is the Iberostar Paraíso Maya located in the Playa Paraiso Resort, which is two categories above to the one our hotel represents.

We regret to hear you did not have the opportunity to experience our facilities, beautiful Caribbean location and the services our hotel offers.

It will be a great pleasure to host you back and your family in the near future.

Warm regards,

Quality Manager
Iberostar Mexico

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Additional Information about Iberostar Quetzal Playacar

Address: Av Xaman-Ha. Lote hotelero No. 2, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Beach Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#15 Green Hotel in Playa del Carmen
#23 Top resorts Hotel in Playa del Carmen
#30 Family Hotel in Playa del Carmen
#31 Romantic Hotel in Playa del Carmen
#31 Spa Hotel in Playa del Carmen
#33 On the Beach Hotel in Playa del Carmen
Price Range: $211 - $583 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Iberostar Quetzal Playacar 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. 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

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