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“Bad Food, No Water, Bad Customer Service/Beautiful landscaping and hotel”

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Iberostar Quetzal Playacar
Ranked #40 of 214 Hotels in Playa del Carmen
GreenLeadersGold level
Dallas, Texas
Level Contributor
9 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Bad Food, No Water, Bad Customer Service/Beautiful landscaping and hotel”
Reviewed July 8, 2014

I wish I could agree with the others that have written positive reviews about their vacations at Iberostar in Playa, but my vacation was not so great, unfortunately.

I wish I could agree with the others that have written positive reviews about their vacations at Iberostar in Playa, but my vacation was not so great, unfortunately.
The food was disgusting! I have been to lots of all-inclusives and I don’t expect “fine dining” but I can always find something I like to eat. Not here. The cheese and fruit sat out for hours and was warm. Pizza was nasty. Yogurt was in a big pot vs. in single containers. Nachos had gross ballpark cheese in a big pot. We had to spend $ eating out every night. The restaurant next to Senior Frogs was great!

Bring your own water if you plan to drink any because they won't offer it to you! Housekeeping will leave a couple of bottles every 2 days. We asked the wait staff for water at the beach and they said they didn't have any. We begged for bottled water and the manager, Rebecca, kept telling us for days that housekeeping would bring a case to our room, but they didn't. We paid a taxi to take us to the store to buy our own water. Apparently it is cheaper to provide guests with beer and liquor than with bottled water! At the end of the trip, our case of water finally arrived at our room. And the most ironic part of all of this is that on our last day we saw a utility door opened and cases of water in the room...located across the hall from us on the 2nd floor in bldg 11!!!
My friend needed to have her medication refrigerated and the mini-bar in our room wasn't working. Rebecca, the manager, told us it was a mini-bar, not a refrigerator!!! She wanted her to leave the medicine with the front desk! After begging she finally moved us to a room with a minibar that was working!

Room Tip: Huge property. The Tulum 1124 has a minibar that works and it is close to the beach.
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  • Stayed July 2014, traveled with friends
    • Rooms
    • Cleanliness
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Helpful?
1 Thank Adventurechick13
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, July 14, 2014
Dear guest,

First of all, we would like to thank you for your feedback, this will help us to improve our services and enhance our guests’ holiday experience.
We are sorry to read that our cuisine was not able to meet your expectations, we will keep working hard to have offerings that will please all our guests.

With regard to the bottled water, we are sorry about your disappointment. We kindly inform you that our resort has a Green Globe certification and one of the requirements, in order to preserve the environment, is to reduce the consumption of plastic. This is the reason why we do not offer individual water bottles in the bars or restaurants. It is important to mention that the water served in all establishments is not tap water. It is bottled water, from the same brand as the smaller bottles, only it is served by the glass. In the rooms, we provide every two days four small bottles of water and a big one, and upon request our maids can bring extra bottles to the room when needed. We do apologize for the delay in delivering water to your room; we are developing a reporting system that will make the fulfillment of requests and the follow-up much more efficient.

Last but not least, our mini bars reach a certain temperature and the reason for offering the mini bar of the Front Desk was no other than finding a quick solution to store the medication. We are sorry that it was not convenient, but glad to know that you were moved to a room with a mini bar that covered your needs.

Once again, we offer our apologies if we were not able to live up your expectations. We keep working on our weaker areas in order to provide the service that our guests deserve.

Sincerely,
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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Chihuahua, Mexico
Level Contributor
15 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 7, 2014

We stayed there for 5 days last April and it was very good. The staff gave us a great reception, they offer you either a coctel or a fruit juice, they take you and your luggage to your room in a golf cart and is amazing. It is situated in the middle of the jungle, lots of animals, you have to actually walk through the jungle to get to the beach/pool or reception and restaurants. The room could be bigger but is ok, being all inclusive you always have something to eat or drink, at the pool or beach, at you room and everywhere. It is just marvelous.
The only thing we didn't like that much was the buffet, the first 3 days you find good variety but after that is always the same, they could make an effort and prepare more stuff, there is a huge selection from the local cuisine (Mexican and Yucatan's) but it is mostly thought for the average american; that is why I don't give 5 stars.

Room Tip: Great for families with kids, couples or even singles.
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  • Stayed April 2014, traveled with family
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Helpful?
1 Thank hecherdr1
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, July 11, 2014
Dear guest,

First of all, we want to express our gratitude for choosing our resort IBEROSTAR Tucan & Quetzal for your holiday in the Riviera Maya.

Thank you for your praise of our exceptional staff and our beautiful tropical jungle and wildlife. In addition, we appreciate your kind words about our gastronomy and drinks.

However, we would like to apologize if our variety of food did not fulfill your expectations, our Executive Chef is in constantly search of new options and flavors to please all our different guests. Your valuable suggestion will be addressed to him.

We hope to have another opportunity to host you in the future at IBEROSTAR Tucan & Quetzal.

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.
Quebec
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
Reviewed July 7, 2014

5th trip in Riviera Maya but 1st in Summer (from June 28th to July 5th).

Previous trips: Puerto Aventuras, Dreams Riviera Cancun, Barcelo Colonial, Iberostar Paraiso Lindo.

Iberostar Quetzal has the best beach that we have seen in Riviera Maya, beautiful sand with no rocks, sea with no rocks, days with waves, other days calm.

Main pool is great but most of it is 5 feet + deep which may be an issue for people around 5 feet tall. But a large enough section is 4 1/2 feet deep.

We preferred the pool in the morning, the water was very hot in the afternoon, we preferred the cool water of the sea.

We always found chairs both at the pool and at the beach. There was always dry towels available.

Service was good in restaurants, theater, lobby bar, ice cream, reception. We did not go often to the bars to get our drinks. Most of the time, waitress were providing good and quick service.

Rooms are small, not a lot of space to walk. Beds were comfortable. Air conditioning was working very well. Shower was large, well working, always with sufficient hot water. Two issues: We were 2 adults and one teenager, we had asked in advance for 2 double beds, we were told that no room was available. We got a portable bed installed. The 2nd issue was the TV. It had sound but no image, after 3 calls at the reception, and one complaint in person, we finally got another TV one day later. But we continue to have cable signal issues for the whole week, we cannot tell why, but we had to unplug and replug the TV many times per day to get the signal and TV image back ! We lived with this because in vacation, we prefer do other things than spending our time trying to solve problems. We were in building 21, 2nd floor, nice location, quiet, close to pool & beach, with partial view on the sea. Room was clean, mini bar was OK.

Food was OK at the main buffet and at other buffets for lunch. We went to Japanese, Italian and Steak restaurants for dinner. There were OK. Disappointing, appetizers and deserts are not a la carte, they are the same as at the buffet. Show given by Japanese cook was very good, but the food was very salty with too much soya sauce in everything.

Drinks were OK.

Ice cream bar on the beach was great. It was great to see all these animals.

WiFi should be free in the lobby.

3 shows were good but 4 others were bad.

We brought insect repellent but never had to use it.

Had no issues with bugs, none in beds and none at the beach.

In order to play pool, you need to reserve a time, and you need to walk from the theater to the reception to get and return the balls and sticks, this is a 5 minute walk, but worst, you may have to wait 15 minutes at the reception before to get served. There must be a better way.

Playing ping-pong near the pool was much easier.

We were asked about 15 times if we wanted to try free scuba diving in the pool, sometimes by the same persons, insisting too much, repeating the same good reasons to try it even though, we were not interested.

Had rain one day, morning and lunch, and one night, the rest of the time, it was very beautiful sunny weather.

Many activities and entertainment.

Overall, we would return. Much more + than -

  • Stayed June 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank lematousth
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, July 11, 2014
Dear guest,

On behalf of the Management of IBEROSTAR Tucan & Quetzal we would like to thank you for sharing your observations and suggestions regarding your stay at our resort.

We highly value your comments regarding our paradisiacal beach and huge pool area with plenty of sun beds. Additionally, we appreciate your praise of the excellent service at our restaurants, theater, lobby bar, ice cream spot, reception and also to our great waitresses at the beach and pool area. We are also very happy to know that you had a comfortable stay and that our cleanliness and amenities satisfied you.

On the other hand, we are sorry that we could not fulfill your room request Our Front Desk Manager does his best to accommodate, however, these requests are upon availability during check-in. We are sorry to read about the television issues. This will be reviewed with our Maintenance Department in order to improve our response time and efficiency, which was not up to our standards on this occasion.

Regarding our cuisine, we offer our apologies if we were not able to exceed your expectations with the Japanese restaurant and our appetizers and desserts. Your feedback will be sent to our Executive Chef to take into account.

In relation to the night shows offered by our entertainment team we will make sure that our Entertainment Manager receives your comments, and also regarding the equipment to play pool or ping-pong.

Last but not least, we apologize for any annoyance from the Diving Center staff and we will make sure they receive your comments so that this does not happen again.

We hope to have another opportunity to host you again in the future at our resort IBEROSTAR Tucan & Quetzal.

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.
Calgary, Canada
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 6, 2014

I will make this quick and easy.

Good things:
Awesome resort. Tons of animals. Not too big. Great restaurants. Great staff. Beach is nice and big and NO GREASY SALES GUYS! Lobby bars have nice amount of guests so its fun but not too busy. Good for kids...better for adults and young adults (My group was 22-23 year olds and we had a blast.) Overall an amazing week! Pool bar is separate from main pool...but no kids allowed. Very cool design allows for privacy or for social interactions!

Bad things...
Japanese restaurant was waaay too hot and we waited waay to long for food. Bought cigars...told they were $8 usd charged to the room. In actuality they were $80 usd. Some language barriers but that was expected. And last but not least... NO CLOCKS IN THE ROOMS!!! Weird, but still had an amazing time there. Definitely going back next time in in Mexico.

Room Tip: Building 28 is close to lobby bar and buffet, but far from beach and pools. Pick the Quetzal side i...
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  • Stayed July 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank BJDunlop
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, July 9, 2014
Dear guest,

We would like to thank you for choosing our resort IBEROSTAR Tucan & Quetzal for your vacation experience in Mexico.

We highly value your comments regarding our amazing wildlife and paradisiacal beach.
In regards to our gastronomy, our Executive Chef will be very happy to know that you liked our buffets and a la carte restaurants. Additionally, it is great to know that you had amazing moments at our lobby bars and the pool bar.

On the other hand, we offer our sincere apologies for the inconvenience at the Japanese restaurant. Your comments will be forwarded to the Food & Beverage Manager and Chef. We are sorry that we do not have clocks in the rooms. Alternatively, our guests are able to call the operator by dialing 0 to get information about the time or to program a wakeup call.

We hope to have another opportunity to welcome you back at our resort IBEROSTAR Tucan & Quetzal for another lovely holiday experience.

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.
York, United Kingdom
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed July 5, 2014

Just returned form 2 weeks in resort, after a most enjoyable holiday at this hotel.
We use Tripadvisor as a filter to selecting our holiday hotels, and again it proved most helpful in making a correct decision.
Noisy young (American) trainee drinkers aside, the jungle-like setting is pleasant, and proximity to various birds and animals an interesting and unusual experience. All staff, particularly in bars and restaurants, were smiling, helpful and efficient, rooms clean and well serviced, albeit not 'new'.
Enjoyed entertainment in evening, poolside a little manic, but plenty of pool and beach space to chill out. Weather, red hot, use plenty of high factor and don't dwell in the sun would be some small advice. Free WiFi and an air conditioned public area would be an improvement, but not in themselves barriers to enjoyment. Overall a good holiday experience, one which we will repeat in the future, and probably with family once the grandchildren are older. Best wishes to Guadaloupe on the forthcoming birth of her baby daughter.

  • Stayed June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar.com

Helpful?
3 Thank Glynn B
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, July 8, 2014
Dear guest,

First of all, we would like to thank you for choosing our resort IBEROSTAR Tucan & Quetzal for a sunny holiday in the beautiful Riviera Maya.

We value your kind comments regarding our tropical jungle and its fauna. Our resort provides a unique experience to our guests and we are very happy to know that you enjoyed the experience.

Thank you for your praise of our entertainment team “Star Friends” and their amazing night shows performance. Furthermore, we appreciate your gentle words about our staff, especially bar and restaurants' staff. We will make sure that Guadalupe receives your best wishes.

Last but not least, we kindly inform you that thanks to our guests suggestions our hotel has introduced Wi Fi signal in all areas of the resort and different packages have been created to make it affordable for our guests. We will forward your suggestion to our Management.
It would be a great pleasure to host you and your family for a second visit at our resort IBEROSTAR Tucan & Quetzal.

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.
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed July 4, 2014

This was mine and my boyfriends first tip to Mexico and this hotel and holiday has made us want to return. We absolutely loved the hotel and the location, Playacar is a great resort with fifth avenue only a 5minute and about a £3 taxi ride away. The hotel is on the ocean with beautiful white sand and with a mini jungle in the middle of the hotel you get see all sorts of wildlife on your way to the beach, pool and dinner. We regularly saw peacocks, lizards, swans, flamingos turtles and even a monkey. The hotel is very clean and the outside areas are very well maintained. The staff are friendly and very helpful. The food was good with the main restaurant serving a wide range of food. There are a la carte restaurants which you can book to go to to be honest we would only recommend the steak and japanese ones. The others were not up to much. If you are wanting to go on any trips and dont want to pay what thomas cook charge (which is excessive) then go out of the hotel and turn right and head towards starbucks there is a hut with a great guy whos name escapes me who does a great deal on trips. Me and my boyfriend booked to swim with dolphins and he did it for $50 cheaper than thomas cook was charging and it was amazing! I wouldnt hesitate to go back great holiday!

Room Tip: if you want to be near the pool and the ocean then you need to ask for one of the lower numbered blo...
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  • Stayed June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Katie M
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, July 8, 2014
Dear guest,

First of all, we would like to thank you for taking the time to write your observations and suggestions regarding your stay at our resort IBEROSTAR Tucan & Quetzal. We are honored to have welcomed you and your boyfriend on your first visit to Mexico.
We are very pleased with your kind remarks on our paradisiacal beach, tropical jungle and its variety of wildlife, and we thank you for highlighting our cleanliness and constant maintenance carried out. Our amazing staff do their best to offer the quality service that characterizes our resorts and hotels worldwide.

Regarding our cuisine, we are very happy to know that you delighted yourself with our great selection of food at the buffets and also at our Steak House and Japanese restaurant.
We are sorry to read that the other a la carte restaurants were not able to meet your expectations. Our Executive Chef and his team of cooks are in constant search for new recipes and flavors to please the different palates of our guests.

We hope to have the pleasure to welcome you back for your second visit to Mexico at IBEROSTAR Tucan & Quetzal.

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.
Manchester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed July 4, 2014

Excellent stay, the beach and pools were gorgeous and the food was lovely with a good selection to choose from. The staff could not do enough for you and the rooms and grounds were well kept and the wildlife at the hotel was a bonus!

  • Stayed July 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar.com

Helpful?
1 Thank Christina E
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, July 8, 2014
Dear guest,

We are delighted with your review, thank you for choosing our resort IBEROSTAR Tucan & Quetzal for your vacation at the beautiful Riviera Maya.
We value your praise of our culinary offerings, amazing pool, beach area, wonderful flora & fauna, and most importantly, our exceptional staff.
Once again, thank you for your great review and we hope to have another opportunity to host you again at IBEROSTAR Tucan & Quetzal.


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.
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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:
#15 Green Hotel in Playa del Carmen
#22 Top resorts Hotel in Playa del Carmen
#30 Family Hotel in Playa del Carmen
#30 Spa Hotel in Playa del Carmen
#31 Romantic Hotel in Playa del Carmen
#32 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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