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Reviewed March 7, 2013

Stayed at Tucan from February 25 - March 4 2013. We had an Excellent time during our stay at this resort. The grounds are beautiful and the maintence staff are always working to keep it clean and manicured. The rooms were always kept clean and the bar fridge was kept stocked everyday. I hear a few complaints about the beds, but ours was very comfortable and not hard at all. We had great sleeps. We would get an occasional sewer smell in our room, but we would open the patio door and keep the bathroom door closed and it went away. Honestly we only slept in the room so it never bothered us too bad. The beach was excellent, It does get busy so if you want a palapa be sure to be out there around 6 30 am. It is a very long beach as well so its great for walks. The bar staff was great they were very attentative. The Buffet was very good as well, I kind of missed having it on the nights we went to the a la carte restaurants. Restaurant staff was also very attentative. The entire Staff at this resort do an Excellent job making your stay enjoyable. It was an excellent vacation and I would definately stay at an Iberostar resort. Our only complaint was when wy wife had won a ticket to Coco Bongo after winning one of the evening events. When we tried to collect the ticket from the Coco Bongo representative he danced around it for a while and then he wouldnt give her the ticket unless our whole group would purchase their tickets from him. It resulted in an argument and he didnt get anything from us, and we didnt get the ticket.

  • Stayed: February 2013, traveled with friends
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1  Thank MrBalloonhands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded March 19, 2013

Dear Guest,

Thank you for your favorable comments following your stay at the Iberostar Tucan & Quetzal.

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

Thank you for your comment about the Coco Bongo ticket. It is an external company but we want our guests to get what is due to them and of course enjoy it to the fullest, so we will be investigating this further.

Thank you once again for your comments. 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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 6, 2013

having never been to Mexico we weren't sure what to expect, but when we stepped out of our bus and into the lobby we knew we were in paradise. After receiving a yummy fruit drink at the desk we headed to our room, the colors of the buildings were amazing, so tropical and brilliant. As we wound our way towards our ocean view room suddenly we saw the sea and it was a gorgeous torquise color. Our room was just steps from the water and we made sure we didn't waste time running into the surf. That night dinner was great, so much food and so many choices. We then went to listen to a solo musician at the lobby bar. So comfortable was the lobby, we soon were relaxing so much it was time for bed and off to our room we went and listened to the waves all night, drifting off to an amazing sleep. We liked it so much there and we have only been home three days now, that we have already started our "vacation fund" to Playa del carmen and Iberostar Tucan....the best!!!!!

  • Stayed: February 2013, traveled as a couple
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Review collected in partnership with Iberostar
6  Thank sharon-floyd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded March 19, 2013

Dear Guest,

On behalf of Iberostar Tucan & Quetzal Management and staff, we would like to thank you for visiting our resort during your recent vacation here. Your positive comments regarding our food and the beautiful scenery are much appreciated.

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

Thank you once again for your comments. 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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 6, 2013

The hotel boast several restaurants that are never congested, a very large free-form pool area and a very nice and large beach, with shade available. It also has a very interesting hotel design - interconnecting canals of water, bridges over a ravine are with various wildlife (fish, flamingos, peacocks, monkeys, agouti, etc), and a nightly lit "walk in the forest" . Roosters can be noisy in the mornings. All is very accessible animal-safe. Only 2 kms from Playa Del Carmen, so very walkable.

  • Stayed: February 2013, traveled as a couple
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Review collected in partnership with Iberostar
Thank cupcaketourist
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded March 19, 2013

Dear Guest,

On behalf of all our staff and Management, we want to thank you for choosing Iberostar Tucan & Quetzal for your vacations!

We are glad to know that you were able to enjoy all our services. We especially want to thank you for your positive comments regarding our grounds, wildlife and our pool area.

We hope you can visit us again soon; we look forward to welcome all of you back.

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 March 6, 2013

To be fair, I think I must admit to myself that I don't really appreciate the type of vacation that this resort provides, leaving me a bit jaded. This is why I give this resort three stars instead of less.

We booked directly with the resort. Never received ANY confirmation, nor did we realize until 2 days before that transfers were not included. Arrived to a stone faced greeting demanding the copy of the exact card we booked with 6 months prior. Didn't have it. No one said we needed it. We were shown to a room with two double HARD beds, after booking a king room. I had heard about the hard beds and requested toppers upon checkin. They never came. We called to request our booked King room, and were told that none were available until the next night. The next day, we were moved.

The highlight of this resort began early the next morning at 5am with sounds of the Howler Monkeys which my daughter referred to as "Sounds of people barfing". If this does not sound like a treat to you, do not book in buildings 12, 13, 14. If it sounds delightful (and we loved the howler monkeys), than request one of those three buildings.

The main area of the resort is VERY pretty. Lots of water and a TON of wildlife to entertain the family. The jungle walk in the center is very cool. The pool is nice (and a bit chilly). Now, for all the reasons I will be avoiding this type of Vanilla variety all inclusive, mass production vacation in the future:

1. The food. No other way to describe it...it was terrible. All I could ask for is fresh and healthy. I don't need gourmet, but this stuff was canned, processed and lacking any real color or flavor. My 9 year old, who should really like the junk that they were serving up, even said the food was terrible and tearfully asked if we could return to Denver where there was stuff she could eat. The drinks were sugar, sugar, sugar and the wine was cheap as it gets. Even the Mexican food sucked. Sadly, on these types of vacations, the food is really all there is to do, and that is demonstrated by the mostly large demographic. They get a "Fail" in this category.

2. Restaurant reservations. Come on FOLKS! We were there in low season and virtually unable to make dinner reservations. From day one, nothing was available. Again...what else is there to do? The one we made, the food was crap. I cook about a 1000 times better. I really don't know how they messed it up that bad. We are simple eaters.

3. Cheesiness: The entertainment staff is doing their best...really, but the whole atmosphere really made me feel like I was one of the dumb families at summer camp in the movie "Dirty Dancing". I felt "handled" most of the time, and like the entertainment staff was being forced to perform for the guests in strange, unnatural ways.

4. The smoke. It's pretty much everywhere near the pool. Break it up and stick the smokers together somewhere downwind. It's not that hard.

5. The rooms. Truly...Meh. Best part was the views of the jungle and the Monkey performances.

6. The entertainment. For a family resort, the entertainment started WAYYY too late with hours of lead up to the main event at 10:30. After all day in the sun, we didn't make it through...not once. And based on the screaming children around us, I don't think they were happy about it either.

NOW, please understand that I'm somewhat jaded, as this is clearly not my kind of trip. I've never cruised due to motion sickness, but I have travelled many other resorts. My father in law said, "This is just like a cruise, on land." So, if you like herd mentality, and tourists behaving badly, than go sing 'Hot, Hot, Hot' and do a conga line. We will spend our money with another company who can maintain the same quality and classiness that this resort was originally built with. Management just couldn't seem to maintain it here.

Room Tip: Buildings 12, 13 or 14 for the Howler monkeys. Near the pool for quieter nights.
  • Stayed: February 2013, traveled with family
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1  Thank DenverHitchette
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded April 9, 2013

Dear guest,

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

We appreciate your highlights with regard to our beautiful hotel and its wildlife, your honesty is appreciated. Thank you also for your positive comments about our natural surroundings, beautiful facilities and beach locations. Our different departments work daily to maintain these areas impeccable for our guests to enjoy.

We regret to hear that proper information was not provided to you when booking your stay at our Hotel and it affected the beginning of you vacation. Normally, when a guest books on line, the information needed for the check-in and make the reservation valid on site is on the voucher; such as the credit card request. All these security procedures have been enforced with the intention of minimizing frauds. On the same page, there is an option of hiring and confirming transportation with an additional fee. We are sorry to hear this procedure was not outlined to you when booking.

Please, accept an apology if our representatives did not give you a warm welcome to our hotel. Our staff is committed to high customer service in order to try to fulfill our guests’ expectations.

We would also like to mention that our hotel rooms have either a king bed or two double beds; as par or our policy we are not able to confirm the type of room prior to our guests arrival since it will depend on availability upon check in. Our Front Desk tries their best to fulfill our guests’ requests but unfortunately they cannot always be granted. We are sorry to hear that your request about softening the bed was not followed as requested. We will be taking measures to avoid these mishaps in the future.

Our Natural environment and wild life is one of the main features that represent our hotel. We would like to thank you for commenting your nice experience regarding this and we are sorry if part of it might represented a little disturbance for you and your family.

The use of the a la carte restaurants is included in your All Inclusive Package and according to your stay (up to 4 nights 1 reservation, 5 to 6 nights 2 reservations and between 7 and 9 nights 3 reservations) you are entitled to a certain amount of guaranteed reservations. This amount can be increased if the availability allows. Our occupancy during this time of the year is high, so we recommend our guests to book their guarantee dinner reservations in advance through our Guest Service Desk or prior to their arrival.

Regarding our specialty restaurants and our buffets, we regret to hear that it did not live up to your expectations. Our Chef is committed to try to fulfill our guests’ requests if we have the opportunity. For instance, we would like to mention that our Mexican restaurant handles very genuine dishes traditional from different states of the country. We wish we could have the opportunity to introduce their originality and history. We will look into this in order to invite our guests to learn more about our culture. Our main buffet has a variation of different food with a live cooking spot.

The comments about the night entertainment will be forwarded to the Animation team. Please note that the activities start at 8:00pm, and the main show is at 9:30pm. These schedules have been arranged based on dinner times already programmed according to our guests expectations who travel from different parts of the world.

Above all, we would like to thank you for taking the time to write your review. It sure assists us in looking for areas to be improved in order to gain loyalty and preference from our guests.

We will be honored to have the opportunity to host you and your family in the near future and offer you a personalized service in order to try to fulfill your expectations.

Sincerely,

Quality Manager
Iberostar Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 5, 2013

The hotel was amazing, specifically the jungle atmosphere and the monkeys, peacocks, turtles, etc. The landscaping is amazing. The rooms are a good size and very comfortable, albeit the beds are indeed hard which could be a good thing if you like it that way. I am sure they have bed toppers you can get, but we didn't ask for any. The food was good, a variety of it was available. Try the different mexician dishes that they advertise; i found a few favorites! The entertainment was very good. The staff works VERY hard, and VERY long and are intelligent, energetic people.

The beach was wonderful, clean, and long, long, long! Sand was clean and not hot to walk on which was a bonus!

My only complaint is the lack of service when ordering drinks and the time it took for someone to come. I think that more staff available at the beach as well as in the entertainment area would be beneficial.

  • Stayed: February 2013, traveled with family
    • Value
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    • Rooms
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Review collected in partnership with Iberostar
1  Thank cwild1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarMexico, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded March 12, 2013

Dear Guest

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

We really liked seeing from your comments that you enjoyed the jungle atmosphere, the food, the entertainment and our great staff.

We will look into your suggestion, as it is very important for us to know those aspects; we will follow this up closely in order to improve.

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 hope to welcome you back in the near future and have the pleasure to host you!

Kind regards,

Quality Manager
Iberostar México

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