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“Great Hotel”

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Iberostar Quetzal Playacar
Ranked #45 of 211 Hotels in Playa del Carmen
GreenLeadersGold level
brighton
Level 4 Contributor
24 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
“Great Hotel”
Reviewed January 7, 2014 via mobile

This is a great hotel Great staff always smiling all day and they work very long hours it's in a great location and the beach is very nice The pool is very big.Always found a sunbed on the beach all by the Pool The restaurants are very good and the bars are to all in all this was a great holiday very relaxing and I would definitely go back to this hotel

Stayed October 2013, traveled as a couple
Helpful?
5 Thank steveBrighton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 25, 2014
Dear SteveBrighton,

In the name of Iberostar Tucan & Quetzal we would like to thank you for having chosen us as the destination for your vacations. We also thank you for taking the time to post a review about your experience among us.

We are really satisfied to acknowledge that your stay was memorable thanks to our great staff, the restaurants and the beautiful beach. At Iberostar Hotels and Resorts are committed to providing the best service to our beloved guests. Your positive comments regarding our team are much appreciated!

We are looking forward to welcoming you back again.

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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Rating summary
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  • Sleep Quality
  • Rooms
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  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (707)
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English first
Rapid City, South Dakota
1 review
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed January 4, 2014

I brought my family to the Iberostar Quetzal for the Christmas Holiday Dec 21-28 2013. The food was fabulous and the staff overall was very nice. The beach is beautiful and the resort keeps it very clean. Our trip was going very well until our 5th night. Our children kept showing up with bites and everyday they got worse. My husband and I were fine, not one bite. So we looked in the childrens room around their beds and found the excrement in the mattress and the little red bugs scattering over the sheets when we first turned on the lights. Yes....bed bugs. We have always read about them, but this was our first experience. They were in both the rooms our children were staying in, rooms 2201 and 2205. I immediately asked for new rooms. They provided one right away. For the second room they told me that it must be mosquitoes let in during cleaning and said they didn't have anything available. I threatened to yell bed bugs and finally did they provide a second room for my children. They did not offer us compensation or any apologies. I then had to figure out how to not spread these bugs to our home. I then spent the last days of our holiday vacation researching bed bugs. FYI...websites CDC and EPA. This place should train their staff to detect bed bugs just as much as they should train them for hospitality services in responding to an outbreak. I will not be returning this resort.

Room Tip: Building 2100, 2300 ground room. They are close to the pool and beach and breakfast area. Building...
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
17 Thank 874jennyh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 28, 2014
Dear 874jennyh,

On behalf of the Management of Iberostar Tucan & Quetzal, 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.

We are deeply sorry to hear about your experience during your recent stay with us regarding bugs in your bed. Iberostar fumigates regularly all rooms, with non hazardous and biodegradable chemicals. As we are located at the heart of a tropical and sensitive area, we work as much as we can to minimize insects entering at our guests’ rooms causing a negative impact. If a situation could be out of control, our front desk department will do the best they can to change rooms if necessary.

We will make sure to pass the information on to the Management and the different departments involved to continue improving our services, offering you a sincere apology for this inconvenience.

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

Sincerely yours,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 1, 2014

This whole place is amazing!!! We stayed there for a week in december 2013. (Dec22-29)
The rooms are basic (but you dont need a luxury room in this hotel because everything else is just waooo) but always nice and clean. I really liked the bathroom, it has a big shower and so nice.
Tha staff was amazing!!!! They are always smiling and so helpful and friendly! Thanks for everyone of them! There is always some activities! The pools are nice and clean and to many people around..
The beach is amazing!!! Best i have ever seen!! And it had a very comfortable temperature! On the 25th we had a private dinner on the beach where we got engaged!! That was amazing too!!
The jungle goes throughout the hotel is just...awesome!!! It has a lots of animal like monkeys iguanas turtles tucans etc....
This whole place is excellent!! Best hotel i have ever stayed!!!!
I can highly recommend this hotel to everyone!!!

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank gimesi0618
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 17, 2014
Dear gimesi0618,

On behalf of our Hotel Iberostar Tucan and Quetzal, we would like to take this opportunity to express our gratitude for choosing us during your recent family vacation.

We highly appreciate your positive comments regarding our staff and our services that make our hotel stand out. We will forward all your constructive comments to the Manager of each department so they can inform their staff.

It is great to hear that you have enjoyed the beach and the natural environment at our hotel. We would like to take this opportunity to congratulate you on your engagement!!

It would a pleasure to host you in the next future, maybe for your wedding :-)

Kindest regards!

Sincerely,
Quality Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Surrey UK
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed January 1, 2014

We stayed at the Quetzal for two weeks from 4 December 2013. This was our second stay having previously been in 2007. As before we thoroughly enjoyed our two weeks.

Booking in on arrival at reception was a bit chaotic. Only one Receptionist on. There was only about five couples booking in. As we had been before wee had as rough idea of where our room was.

We found all the staff pleasant and helpful. Ramiro the waiter at breakfast was very hard working but extremely pleasant and helpful as was Dora in the evening. Rosy in the lobby bar was lovely.

Beach and sea were beautiful. We swam in the sea every day. A few days were overcast and rainy. The Entertainment Team worked extremly hard and were very amusing. No trouble getting a bed by the pool for a couple.

Good choice of food available. We prefer the more rustic Quetzal to the Tucan but that is a personal choice.

Thoroughly enjoyed our stay. A few people I spoke to had been to the hotel on numerous occasions, one lady told me it was her 12th visit and another her 10th visit. Good recommendation. A lot of thee guests preferred to go and lie on the beach. Shade was difficult to get as guests booked beds. For an all inclusive I TT is good value for money. I love the tropical plants and jungle feel about the hotel grounds. Loads of birds and monkeys.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank MummyJ50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 17, 2014
Dear guest,

On behalf of the hotel Management we would like to thank you for posting your review about your 2nd experience at Iberostar Tucan & Quetzal and for choosing our hotel for your vacations once again.

We are very pleased to read that our beautiful premises, the service provided by our friendly staff and our good food ensured you a memorable holiday. At Iberostar we are committed to providing the best service.

We kindly ask you to write us before your next visit; it will be a pleasure for us to welcome you back at Iberostar Tucan & Quetzal.

With regards,

Quality Manager
Iberostar Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Short Hills, New Jersey
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed January 1, 2014

Rooms are very good, pool and ocean accommodations are great, food is very good in buffet but not in restaurants, drinks are good (excellent in reception lobby), entertainment is bad. Overall it is a very good value.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
2 Thank njbelmar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 17, 2014
Dear Njbelmar,

First of all, we would like to thank you on behalf of our Hotel Iberostar Tucan & Quetzal for your recent stay with us.

We appreciate your comments about rooms and accommodations.

We regret to hear that entertainment did not fulfill your expectations; we have already shared this information with our animation team.

Thank you for the great comments about our Buffet, we will be looking into improving at our a la carte restaurants based on the recommendations we receive from our guests.

We hope to host you in the next future.

Sincerely,
Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tampa
Level 3 Contributor
21 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed December 30, 2013 via mobile

We spent 5 nights here - the beach was great. The ride from the airport takes about 45 min if you don't make other stops. We only had one rain out day. The rooms are modest but comfy. They don't do a very good job of orientation. If I hadn't read the reviews I wouldn't have known to book at the different restaurants. (They did not seemed to be fully booked with empty tables and for some extra $ you can get in.). The Steak was the best but were all OK. We enjoyed the wild life and there ARE monkeys you can usually catch up in the trees at dawn and dusk. We did not go to the entertainment but peaked in a couple of times and it seemed consistent with cruise ship fare. There isn't much to do on rain days. The internet does cost (around $26.00 for 5 days). I would recommend this resort but might try one of the many others next time.

Stayed December 2013, traveled with friends
Helpful?
4 Thank TravelExpTPA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 10, 2014
Dear TravelExpTPA,

Thank you very much for your review. We are grateful to know that you enjoyed your stay in Iberostar Tucan & Quetzal.

We appreciate your kind comments regarding our beautiful beach area, the comfortable rooms and the wildlife.

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.

Quality Manager
Iberostar Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Harrisburg, Pennsylvania
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed December 30, 2013

This was my 5th stay at Iberostar Quetzal/Tucan.The entire experience is wonderful, there's no better place to relax for a few days. Once you arrive you can start relaxing almost immediately and the incredible staff will take care of your every need.
The only complaint I've had in the past was that wifi was only available in the lobby. They've since expanded that to the entire resort at a fairly reasonable cost (about $37 for the 7 days I was there).
Really can't say enough about the staff. Everyone there from the people cleaning the floors to serving drinks to the star friends running the activities couldn't be more polite and fun to be around. They're what makes a vacation at Iberostar so wonderful.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
9 Thank Brendan S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, January 9, 2014
Dear Brendan S,

On behalf of the hotel Management, we would like to express our gratitude for the wonderful review you have posted about our beautiful hotel Iberostar Tucan & Quetzal.

Your comments motivate the staff to continue working hard to conserve our paradise and improve our services. As you experienced already with our new WIFI coverage, our hotel is constantly looking to introduce better services and this can only be done through your recommendations.

We look forward to welcoming you in the future!

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.
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Additional Information about Iberostar Quetzal Playacar

Property: 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
#25 Top resorts Hotel in Playa del Carmen
#30 Family Hotel in Playa del Carmen
#31 Romantic Hotel in Playa del Carmen
#33 Spa Hotel in Playa del Carmen
#36 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
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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