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Iberostar Quetzal Playacar
Ranked #45 of 216 Hotels in Playa del Carmen
GreenLeadersGold level
Reviewed June 11, 2013

We enjoyed our stay very much! The food was excellent. The waiters were amazing...very attentive and friendly. There was a good array of activities throughout the day. I miss Zumba on the beach with Mauricio at 4PM every day. The Steak House, Japanese restaurant and Italian Restaurant were great!

Just some suggestions for the maid cleaning service. We ran short on toilet paper often during our one week stay. I think if the toilet paper rolls are looking half used, there should be a new one left in the bathroom. We actually ran completely out and had to borrow from a relative's room. Also, it would have been nice to get fresh glasses in the bathroom every day--kind of gross to use the same ones all week (2 glasses for 4 guests). And the washcloths were taken to clean the first day and not replaced for about 2 or 3 days. I think the bathroom should be made up just like you're coming in the first day, every day.

  • Stayed: June 2013, traveled with family
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Review collected in partnership with Iberostar
2  Thank minn8
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 June 20, 2013

Dear Guest,

It is a great pleasure to receive your motivating comments about your recent stay at our Hotel Iberostar Tucan & Quetzal.

We are pleased to hear that you enjoyed the different activities and facilities our hotel has to offer to our guests.

Every comment from our guests is highly appreciated as they represent a motivation to keep working hard to make your stay unique and memorable.

We are sorry to hear about the inconveniences in your room. We will look into your suggestions, as it is very important for us to know those aspects that we have to follow up closely in order to improve.

We will be very happy to welcome you back, please feel free to contact us before your arrival.

With kindest 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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Reviewed June 11, 2013

My family thoroughly enjoyed staying at the Iberostar Quetzal. The staff were more than pleasant. The rooms were ver y nice and clean, I did miss a hammock on my balcony, The staff always made sure that we had plenty of bottled water to drink and to make our morning coffee with. Whatever we needed, they graciously provided. I would have liked to go to the disco but they opened too late for us. The night shows also stared around 9pm and the area they were located did not have enough of a breeze to keep me comfortable. The landscaping and the wildlife were awesome! We had plenty of entertainment just walking through the resort! the food was delicious and always plentiful. The aqua bar and Ivan was a lot of fun. We spent quite a bit of time there and met so many wonderful people. Dee Dee, james, Terrance and Christine were so much fun. The beach was amazing!!!! No rocks , just wonderful sand!!! We would definitely go back to this resort, no doubts about it!

  • Stayed: May 2013, traveled with family
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Review collected in partnership with Iberostar
3  Thank iberostarquetzal
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 June 20, 2013

Dear guest,

In the name of our Management we thank you for choosing Iberostar Tucan & Quetzal for your holidays and for writing a review about your experience among us.

At Iberostar we seek to ensure a memorable stay to our beloved guests through our guiding principles: to be settled near the best beaches around the world, to upkeep our grounds and to provide an excellent service. We are very pleased to read your positive evaluation about these aspects.

We are looking forward to welcoming you back, please feel free to contact us before your next visit.

With 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.
Reviewed June 9, 2013

Stopped at the Quetzal from 21 May 2013 for 2 weeks.

Users Thomas Cook as my holiday provider: All paperwork was done via the Internet and no problems. Day before we left Thomas Cook e-mailed to inform me that there was building work taking place in the hotel next book, by the time I read the e-mail is was less than 12 hours to go so no time to look at changing hotels. When we got to the Quetzal the work on the hotel next door looked to have been going on for many months.

Transfer time from the airport to the hotel was almost 3hours each way, not including the time sitting on the coach. I will not use Thomas Cook transport again as direct it should of been around 30 minutes,

Flight over was OK, 10 hour flight in standard seats but leg room was good. Food was better than I expected. Return flight was delayed 24 hours, we stayed in our hotel but still late back for work so not good.

The Iberostar Quetzal. I e-mailed the hotel with a few request before we got there and they did action them so it was off to a good start. Reception staff very helpful and we were in our requested room in no time, the room was close to the beach but next to the building work. From our room the building work had little effect and we had a view of the sea so decided not to move.

Room was nice, standard type layout but in good condition, bathroom was a walk in shower, more than happy with the room. Everything worked as expected and came with mini bar, coffee maker, iron so on. The base of the beds are made of concert but with a good mattress so no problems. Rooms kept very clean and the towel art was the best we have ever seen.

Hotel it's self very nicely set out, 6 different places to eat and the food was very very good. Staff were very helpful (I do tip for good service) and worked hard all the time. Bit of a walk from reception to the beach but interesting as you go through the hotels own bit of jungle and get to see some wild life, if you have problems walking this may not be the place for you.

Beach was very nice, walk onto the beech turn right and only 1 hotel between you and clear open beach. We get up early so never had a problem getting a nice spot but the beach never started to fill up until around 9am and it was never full. If you want to walk out at night go out of the front of the hotel turn right and there is a small group of shops around a 5 minutes walk with a star bucks. Taxi into town takes 5 minutes and costs around £4, you could walk it but we found it just to hot to walk in as it would of took around 25 minutes.

Bad points: Internet is only available in the reception area and you need to pay for it, the hotel next door is free and can be used on the beach (hint). Waitress service on the beach was a bit hit and miss, I think this was a lack of staff to look after the amount of people on the beach and around the pool.

Apart from those few points a very nice hotel with very high standards, just be aware that it does rain a bit at this time of year, we got 10 days of very hot dry weather followed by 4 days of heavy rain. Do not forget the £45 per person airport tax if you are on a UK charter flight.

  • Stayed: May 2013, traveled as a couple
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9  Thank windyamiller
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 June 20, 2013

Dear Guest,

Thank you for choosing Iberostar Tucan & Quetzal for your visit to Playa del Carmen and for taking the time to provide such a detailed review of your stay at our resort.

We really liked reading your comments about you enjoying the friendly service, and appreciate your kind words regarding our beautiful grounds, our excellent staff and our rooms.

We are grateful for all guest feedback as it provides inspiration to our team and allows us to continuously strive to achieve the utmost level in customer satisfaction.

We regret the situation with the internet connection, in that matter and thanks to our guests suggestions we would like to inform you that we are working on improving that point; we are also planning to provide connection service from the rooms at an extra fee. Thank you for your observation and comments.

We hope to have the honor of welcoming you back to the Iberostar Tucan & Quetzal in the near future.

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.
Reviewed June 8, 2013 via mobile

After a disasterous start to our 5th mexican holiday where we choose another hotel we transfered to iberostar as we had stayed here 4 times before.
The hotel's service is second to none. Excellant cleaning service that accomodates different wake up times.
What stands out here is the look and feel of this hotel. Beautiful open lobbies that are clean, welcoming and a make a great first impression. The vibrant colors and the wall and floor art give off the mayan vibe.
The rooms are clean, organized and everything you need is available. A safe, stocked and included mini bar and the usual amenities such as an iron and ironing board are standard.
The buffet is superb with quality food, flavours and choice. Managment carefully monitors the stations and presentation, but the wait staff make the difference. One is quickly seated by smiling hosts - every time! The wait staff offers you a drink and keeps them coming. In comparison to other places this makes all the difference as you feel like you are on holiday and are the 'guest'.
The beach is beautiful. With more than adequate lounge chairs and naturally clad shade tables. Beach side drink service is frequent and great. The ocean is more than inviting , warm, clean and the bed is covered with fine sand and very few rocks. Swimming is wonderful within a bounded and watched over area.
The pools are many and fine but with such a beach front why bother.
If you are looking at venues in the playa del carmen area definately put this on your short list. This all inclusive is 5 stars no doubt about it.

  • Stayed: June 2013
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7  Thank karlconnolly
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 June 20, 2013

Dear Guest,

First of all we would like to thank you for having chosen Iberostar Tucan & Quetzal for your recent vacations. We are happy to read that you enjoyed your stay with us.

Your positive comments regarding our spotless rooms, our varied gastronomy and our staff are much appreciated. Your experience and the information you are providing may help others choose Iberostar Tucan & Quetzal for their next vacation in Mexico.

Every comment from our guests is highly appreciated as they represent a motivation to improve our services and continue in the right direction when fulfilling our guest’s expectations.

Your preference for our hotel is important to us; we would like to thank you for the time you have taken to write your review. We hope to have the opportunity to welcome you back in the near future at our Hotel Iberostar Tucan & Quetzal.

Please, feel free to contact us in order to follow up with any petition you might have for your future visit. It will be a pleasure to assist you.

Kind regards,

Quality Manager
Iberostar Mexico

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 7, 2013

April 2013 we again stayed at the Iberostar Quetzal. Here is a letter we sent the managment. Love this place!!


Dear Saskia Jaspers,

I wanted to let you know what fabulous service we received from two wonderful ladies at your front desk, Quetzal.

We are here for the 6th time at the Quetzal this year. As always, I sent a note to the hotel letting you know when we were arriving, months ahead. I received a note back saying that you would try to accommodate our request but that you can’t guarantee all requests. In the past even though that is your policy, you have always managed to handle it for us. This year things were different. Our luggage was lost during our flight and we arrived later than expected. We were given one room downstairs and one upstairs in different buildings and it seemed as though we didn’t even have rooms before that. (We have a Grandmother with a cane)

Yuri and Suemy went out of their way to find us those rooms temporarily for the first night and then moving us the following day to our present rooms downstairs in the same building. 2503 / 2504. This was a huge help after what we had been through and made our vacation start much smoother.

We thought you should hear when employees go above and beyond to help. Omar also made making our reservations for dinner this week so much easier as well.

You have three exemplary employees that deserve recognition.

Sincerely,

The Ribeiro Family

  • Stayed: April 2013, traveled with family
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2  Thank su5497
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 June 15, 2013

Dear Ribeiro Family,

On behalf of the management we would like to thank you for posting a review about your stay at the Iberostar Tucan & Quetzal and for your loyalty when choosing Iberostar Hotels and Resorts as your holiday’s destination.

We appreciate your positive evaluation about our hotel premises and our services which ensured you the memorable holiday we aim for our guests at Iberostar Hotels and Resorts.

It is a pleasure for the whole team to read how you highlighted the excellent and personalized service provided by our friendly staff. We have communicated Yuri, Suemy and Omar that their friendliness made your stay special.

On the other hand, we apologize for any and all inconveniences related to your room assignment. We are glad that everything turned out fine after all. Our Front Desk Manager always does his best to meet our guests’ requests but unfortunately we are not able to guarantee any room assignation during our high occupancy.

We are looking forward to welcoming you back and remain at your entire disposal for any request you may have before your next visit.

Kindest regards,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 6, 2013

We stayed here for 10 days in May. We are used to travelling holidays and decided to try the all-inclusive beach holiday. We travelled with Thomas Cook, who where very disappointing for start to finish- we wouldn't use them again. The hotel itself was really nice- very clean, all the staff were incredibly friend and helpful. We found the food to be surprisingly good- especially the steak house. We did eat out a few times and had very mixed experiences. We were worried about the 'entertainment' however we have to say was were very impressed with the star friends. Not all the even entertainment was to our taste but the activities provided was great! The beach was a lot nicer and quieter than further down to the main resort which was good. All and all a great holiday but where let down by Thomas Cook and the other Thomas Cook guests at the holiday but this was not the hotels fault at all.

  • Stayed: May 2013, traveled as a couple
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3  Thank christine363
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 June 20, 2013

Dear Guest,

We would like to thank you for choosing Iberostar Tucan & Quetzal for your holidays and for taking the time to post a review about your experience.

Your positive evaluation about our beautiful premises, our staff and our food shows us that we are on the right track, we appreciate it very much.

We truly appreciate all guest feedback as it provides inspiration to our team and allows us to continuously strive to achieve the utmost level in customer satisfaction.

We are looking forward to welcoming you back!

With best regards,

Quality Manager
Iberostar Mexico

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 6, 2013

Let me just start by saying that I read trip advisor for months prior to booking a vacation. I really rely on the reviews and pictures in making my decisions and this has never let me down. I always know what to expect and what the positives/negatives are. Postive comments are the majority and then there are always those that complain about little things--you are on vacation--just enjoy it!!!

My husband and I just returned from a 5 night stay at the Iberostar in Playacar. We stayed on the Quetzal side, room 2304--great location close to the pools and beach and facing in towards the jungle and resort. If you email ahead of time you can request what location you would like. For the most part we were accomodated as to location and 1 king size bed---requested a 3rd floor room but got 1st floor and it was fine. The room was clean and served its purpose! AC worked awesome--so cold even had to turn it off sometimes. Everyone has complained about the hard beds but maybe we had a new mattress--slept great every night. There is construction going on at the resort next to Quetzal and when leaving our room in the morning we heard it but never really noticed it once into the resort at the pool and beach areas.

This was my 4th Mexico trip--2 in Playa, 2 in Cozumel. This resort was the most beautiful. How can you complain when you have gorgeous beach, sand, water, and weather?! The main pool was huge. There was an additional activity pool, children's pool, and an adult swim up pool that was fun. The grounds and jungle were fun to walk around. I heard the howler monkeys several times but never actually saw any of them---I heard they were more on the Tucan side but they sounded close. We didn't see this area until the last day we were there so could not get a massage here but....there is an area in the jungle that has 2 massage tables and this area is higher up and overlooks a jungle area/water feature that was really pretty.

We also emailed ahead of time for our specialty restaurants. I told them what 2 restaurants I wanted and the approximate time we wanted to eat and were accomodated before we even got to the resort. You just have to go to guest services to get your ticked printed out prior to your night. We ate at the Japanese (on Tucan side) and at the steakhouse. Both were good. Buffets were good. I'm not that picky when it comes to the food. Trust me---there is PLENTY to choose from and I never went hungry. The snack bar at the beach was nice for a stroll in from the water for some nachos and ice cream.

We went on one excursion--swimming with the whale sharks. This was a once-in-a-lifetime experience that was worth the LONG day! If you book it, just be prepared for a 2 hour van ride to get to the place where you go out on the boat. This was the only bad part of the excursion because they pick you up in the lobby at 6am and we had to pick up other people (which was fine) but cramming 14 people on a van for 2 hours was ridiculous. Boat ride out to the sharks was another hour. Diving part was awesome--got some great pics. Wonderful team that will guide you. Were back at the resort by 4.

Everyone at the resort is very friendly and accomodating. The entertainment staff works extremely hard and puts on a fun show every evening in the theatre around 9. Please tip these hard working people---they appreciate this and deserve it.

There is so much to say but hard to condense into 1 review and I feel like a lot of this is repetitive so email me with any questions.

Highly recommend this resort and would definitely return again!!

  • Stayed: May 2013, traveled as a couple
    • Value
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5  Thank Tara S
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 June 20, 2013

Dear Guest,

First of all we would like to thank you for taking the time to write your feedback regarding your recent stay at our Iberostar Tucan & Quetzal.

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 because they are imperative for us to improve.

Your comments regarding our beautiful resort, our gastronomy and our friendly staff are much appreciated.

We hope to welcome you back again, please do not hesitate to contact us before your next visit.

With regards,

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 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:
#16 Green Hotel in Playa del Carmen
#21 Family Hotel in Playa del Carmen
#24 Top resorts Hotel in Playa del Carmen
#31 Romantic Hotel in Playa del Carmen
#32 Spa Hotel in Playa del Carmen
#35 On the Beach Hotel in Playa del Carmen
Price Range: $194 - $567 (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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