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“Fabulous place”

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Iberostar Tucan Hotel
Ranked #51 of 217 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Reviewed September 12, 2013

Got back sept 9th 2013 after a lovely lazy holiday. Fantastic beaches great staff entertainment team so friendly and hardworking always smiling. Food was great although we used beach bar on a lunchtime for convenience as not sure if either of the buffet restaurants were open at lunchtime. But who needs a large lunch when there's so much choice on an evening. We tried all the other restaurants enjoyed them all. The beds were comfortable rooms were nice although not as luxurious as the iberostar hotels we stayed at in Jamaica and the Dominican. Loved the mad wild life woken up by peacocks and the howlers every morning and our own patio iguana. Have stayed in rui hotels and entertainment in iberostar a far better, Mauricio was hilarious so much energy!!! If you are prone to mosi bites buy some'Off' lotion when you get there as stuff you buy in uk doesn't work. Would definitely go back enjoyed the whole experience

Room Tip: Ask for blocks13,14 or15 if you want to enjoy the whole animal think
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  • Stayed: August 2013, traveled with friends
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3  Thank mollyaNewcastle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded October 4, 2013

Dear Guest,

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 fantastic beach, our great staff, the comfortable rooms and our varied gastronomy. At Iberostar Hotels and Resorts are committed to providing the best service to our beloved guests. Your positive comments regarding our Animation Team are much appreciated!

We would like to inform you that we will be offering internet access in all the areas of the hotel, including rooms and swimming pool.

We are looking forward to welcoming you back again, please do not hesitate contact us with your booking details so we can help you to enjoy your next holidays with us.

With kindest regards,

Quality Manager
Iberostar Mexico

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Reviewed September 11, 2013

My boyfreind and I have just returned from two weeks at the Iberostar Tucan and we have had the best holiday. I have stayed in Playacar before but decided on a new hotel this time and I am so glad that we did. This hotel is stunning. You wake up in the morning and know you are in Mexico. Unlike neighbouring hotels that look to generic the Tucan has an authentic feel whilst still being clean and modern. The staff make this hotel what it is though. You get a 'Ola' from everyone you meet. The staff can not do enough for you.

We had emailed ahead for a room in block 12 with a matress topper and we had made all of our restaurant reservations in advance too. We arrived late afternoon to be greeted by a lovely gentleman who took our cases and we check in smoothly with a refreshing welcome drink. All of our requests had been met. The golf cart took us to our room and we were on the top floor at the end of a row which was perfect. The room was bigger than I had expected and it was lovely and clean and the bathroom was a great size. We had a stunning view of the pool and the beach area too.

The food in the buffet was generally good but sometimes only lukewarm but if you hang around and dont rush fresh food comes out regularly and you can ask for fresh cooked meat and fish etc too. The deserts are simply devine!! The speciality restaurants are great - we went to the Japanese (twice), the Italian (twice), the Steak House and the Mexican. All were fantastic.

The drinks and cocktails are out of this world. We made our way through the whole list but extra shots that we were introduced to by the wonderful Rosie who looked after us in the evenings in the Tucan lobby bar.

The reception staff and guest services staff were always very helpful when needed. The Star Friends and bar staff (Rosie was our favourite) all work really hard and are always very friendly even when you know they have worked circa 15 hour days!

We booked all of our trips through Jasmine the First Choice re and she was great and gave us lots of information. The trips we had in mind before we got to Mexico went out of the window and we ended up doing the Captain Hook evening trip, Underwater World, Jungle trek and Tulum and we did swimming with Whale Sharks. Every trip was fantastic and worth every penny. I will write about each of these separately as there is so much to say.

The grounds of the hotel are always immaculate. We see the cleaning girls there first thing when we get up and last thing when we go to bed and they keep the place spotless. We even went to watch a lightening storm one night on the beach at 1am and there were guys cleaning the beach ready for the next day!

We had a few rainy days so one morning we painted a plate at the craft table. I am not sure of the guys name there but he does a fab job. He made out ammature plate look better than the ones you buy from the shop and we now have something to treasure from our trip.

All in all everything was perfect for us and we met so many lovely people. We even made friends with some 70+ Argentinians who couldnt speak English but still managed to make us laugh each time we saw them.

Holiday of a lifetime and we are so sad to be home and we are counting the days until we can come again.

See you soon Iberostar Tucan and keep an Ocean Green on ice for us :) xxx

Room Tip: Block 12 is a great block (no monkey noise and close to the pool and beach). Even if you run out of...
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  • Stayed: August 2013, traveled as a couple
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11  Thank jents81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded October 4, 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.

It was a great pleasure to read your valuable and encouraging feedback as we certainly value your comments, and it is imperative for us to improve.

Your comments regarding our beautiful resort, our friendly staff, your room, the food are much appreciated. We value our hotels natural surroundings as it represents one of our main attractions along with the breathtaking Caribbean atmosphere.

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. We invite you to contact our Public Relations Department prior to your arrival in order to assist you with any request.

With regards,

Quality Manager
Iberostar Mexico

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Reviewed September 10, 2013

Great hotel, awesome beach, great food and restaurants, nice rooms. We had dinner in a different restaurant every night, & that was great!

Negative points:
- No internet in the rooms, and only in the lobby! :(
- We had asked for adjoining rooms, and they couldn't fulfill our request.

  • Stayed: May 2013, traveled with friends
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3  Thank MissNatai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded October 1, 2013

Dear Guest,

On behalf of our Management 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.

We are very pleased to read that you experienced a nice holiday during your visit to our hotel premises due to our nice rooms, our great food and restaurants, the beauty of our grounds and our beach among others. It is our goal in Iberostar to ensure a memorable holiday to our valuable costumers.

We are glad to inform you that we are working on the Internet access at all the areas at Iberostar Tucan & Quetzal, including rooms.

Regarding room requests, we would like to mention that we always do our best to meet our guests’ requests but due to our high occupancy level all year around, we are not able to guarantee any room assignation; they can only be assigned upon our guests’ arrival.

We are looking forward to welcoming you back to the Iberostar Tucan & Quetzal, please feel free to contact us before your next visit.

Kindest regards,

Quality Manager
Iberostar Mexico

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Reviewed September 10, 2013

I feel guilty that I didn't write this review earlier. My wife and I stayed here July 4th week of 2011 and had a great time.

Staff: The bottom line is that the staff does a fantastic job of keeping the rooms and the resort clean and they were very friendly. Although we didn't bring our son with us this trip, we did take note of the 'Star Friends' doing a fantastic job with the kids. If we were to come back with our son (now 8 years old) we'd definitely put him in the kid's program.

Resort Grounds: The resort is sort of in a jungle setting, leaving the opportunity for viewing tons of different animals. The only slightly annoying part was that we woke up every morning to monkeys on our patio yelping and making tons of noise. Looking back on it, however, we laugh about it. We stayed in one of the buildings (on the top floor) near the pool and only a short walk to the ocean. There are actually two resorts on the grounds to take advantage of double amenities, which was nice.

Food: The food was all around pretty good. There were plenty of choices at the buffets and the ala-carte restaurants were OK.

Location: We loved the location, as it was a short cab ride to downtown Playa Del Carmen and only took about 45 minutes to get there from the airport.

Ocean: The beach was beautiful. Nice sand and not a lot of seaweed.

Pools: Really big pool(s) near the beach, which made it nice to bounce back and forth between beach and pool.

We'd definitely consider returning here in the future.

  • Stayed: October 2012, traveled as a couple
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3  Thank Paul P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded October 1, 2013

Dear Guest,

We want to thank you for choosing Iberostar Tucan & Quetzal for your vacations in July 2011!
We are glad to know that you were able to enjoy all the services of our hotel.

We want to express our happiness when reading how you highlighted out our friendly and helpful staff, the jungle setting, the location and our well varied gastronomy! These are some of our guiding principles at Iberostar so we can ensure a memorable stay to our beloved guests.

We remain at your disposal for further assistance, and hope to have the pleasure to welcome you back to Iberostar Tucan & Quetzal in the near future.

Best regards,

Quality Manager
Iberostar Mexico

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Reviewed September 10, 2013

Great hotel, great atmosphere wildlife in the trees around the hotel, great service excellent choice of food,
As for the diving it was awesome, tortuga.....never seen so many turtles in a drift dive.
Only a short walk to the village.
Secluded end of the beach, one more hotel and then jungle and unspoilt but unmanaged beach, yes we will go back again

  • Stayed: January 2013, traveled as a couple
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1  Thank AndyC1959
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded October 1, 2013

Dear Guest,

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

Your positive evaluation about our great wildlife and excellent service from our friendly staff shows us that we achieved our goal during your stay. We are glad to hear that you enjoyed diving in Playa del Carmen.

We are looking forward to welcoming you back. Please do not hesitate to contact us before your arrival.

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 September 8, 2013

This was our third time to the Riviera Maya and second time to Playacar. This was our first stay at Iberostar Tucan; we chose it because of its location within Playacar and the incredible, spacious stretch of beach it is situated along. This resort is the second to last resort on the stretch before an expanse of undeveloped beachfront to the south. It was everything we wanted in terms of being an amazing beach. Our first impression upon arriving on the Sunday was that it was quite busy in the center near the beach buffet, bar, and pools; however, upon walking farther to the right (close to the Sandos resort next door), we were able to find plenty of chairs in the shade and that's where our group remained for the entire vacation.

We felt that there were plenty of daily activity options for everyone in our group. You can use the resort's catamarans or kayaks, you can parasail or rent jet skis (for a fee), you can join in with daily volleyball or zumba, or you can alternate from lying in your beach chair to romping in the surf while enjoying endless rum and pineapple juice as I did (you are guaranteed a tan by the way). If you are a pool person, you will enjoy the enormous central pool, the separate activity pool, or the super cool "grotto" pool where the pool bar was located and the no-children policy is strictly enforced!

Besides the beach, we chose Iberostar Tucan for our destination wedding location because of the beautiful jungle-like grounds, free-roaming wildlife and fowl, and because we found other destination wedding photos taken at this resort. Iberostar Tucan exceeded our expectations in terms of professionalism, setting, convenience, and value for our wedding. It was a 100% stress free experience for our guests and ourselves. Alejandra Hernandez is the wedding coordinator and we had already made all our selections prior to our arrival via email. She was always prompt, professional, courteous and thorough. Upon arrival, we met with Ms. Hernandez for approximately 20 minutes to confirm the details and for our blood test. After that, we spent the entire week playing on the beach or enjoying excursions. We did not even have to rehearse the night before! In fact, we were all playing on the beach the day of the ceremony up until just a few hours before we had to be ready! Nancy in the resort's spa went through a thorough hair trial, manicure, and pedicure with me the day before, and the day of she went above and beyond to make me a beautiful bride (yes, even in the 93 degree heat and high humidity). The only regret we have is that we were unable to have more of our family and friends join us for this amazing experience. It was more beautiful and easier than we could have imagined. Our reception dinner was in the steakhouse and everyone enjoyed it as well as the wedding cake.

Over the course of our stay we dined in the Mexican, the Tropical, and the Steakhouse restaurants. All were enjoyable and the tequila was abundant. No one ever walked away hungry from any of the breakfast, lunch, or dinner buffets. The dinner reservations for the specialty restaurants were somewhat difficult to make, so I recommend making them all at the soonest possible convenience upon arriving.

The rooms were spacious and sufficient. We are not the type to spend much time in the rooms though and we were not concerned with watching television because by the time we were full from dinner and finished watching the nightly entertainment, we were plenty tired from a full day in the sun and went straight to sleep. Olivia kept our room (1326) well-stocked and thoroughly clean.

Other miscellaneous thoughts: the monkeys were great fun to watch, the staff here were much more courteous and engaging than other resorts we have visited, there is wifi but it's available only in the lobby (and for a fee), and don't miss the chance to see a sunrise. The sunrises here are breathtaking and worth it, even if you are not an early bird. Trust me, you won't be disappointed.

P.S. Tip your maid and your servers because they certainly deserve it and they will look after you.

  • Stayed: August 2013, traveled as a couple
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7  Thank Sarah_L_Smith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded October 1, 2013

Dear Guest,

Thank you for writing your lovely review as we too are delighted you had an amazing wedding.

We appreciated being chosen as the location for your wedding and for having exceeded your expectations in terms of professionalism, setting, convenience and value. Your wedding day and experience should be nothing less than amazing - and we hope to see you on future anniversary and special celebrations. We are also glad to read that you pointed out the professional service of our wedding coordinator, Ms. Alejandra Hernandez.

Your kind comments regarding our daily activities, our restaurants, our spacious rooms and our courteous staff are very much appreciated!

We are glad to acknowledge that you liked our jungle and wildlife. This is the main attraction of the hotel and we are very proud of it.

Your review will definitely help other potential Bride and Grooms considering Iberostar Tucan & Quetzal as their venue so thank you once again for writing, we appreciate it.

We look forward to welcoming you back to the hotel in the future where we hope you will enjoy your return visit just as much.

Kind regards,

Quality Manager
Iberostar Mexico

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Reviewed September 6, 2013

Food: Buffet was ok, got boring after 12 days. The specialty restaurants were all excellent. We managed to get 7 reservations for our 11 nights stay ( not normal) And you can only book up to 3 in advance, two of the restaurants are open air. Bring your bug spray.
Room Service is from 11am to 11pm and VERY limited menu.

Rooms: very basic. Showers go from hot and cold without warning. Sticker on bathroom mirror saying Not safe to Drink water. No wifi in rooms. Beds are a bit hard for some liking but you can call room Service and ask for a ‘bed topper’, made the bed much nicer.
The A/C….. important note… the room temperature is 25-24 Celsius, that is roughly 76 deg Fahrenheit. Not the best place to really cool down.
Also note… all rooms are this way… at least the four that I was in.

Entertainment: The stars staff do work VERY HARD, all other comments that you read on this is correct.

Hotel: Tucan and Quetzal are really the same, just one side is older than the other(Quetzal).
As seen in other reviews, the grounds, Pool, Beach areas are really nice. They really Don’t have Air-conditioned public areas like you might think.
Only at three specialty restaurants and a small 5x10 internet room ( cost you for internet), and your own room.
We bought a 24hr block on internet time and it lasted 22hr
Beach: Just like everyone else stated, Very Nice

THE NEGATIVE: Heard about the Monkeys and knew we didn’t want to be too close to wake us up. As we walked to our room we notice how loud they were right away and that the room that was given to us was a bit to close. Call the desk and was moved within 20 mins to a new room further away.. that room was good enough (although the maid forgot to leave us towels in the bathroom one day. ) Like I mentioned above, they will gladly send someone to your room to add a “bed topper” to your bed. And after two days and 5 phone calls and two visits to the front desk they finely got one on our bed. Each time they were very polite and said they would get one on very soon. Then we lost power every time we shut the door. Call desk and they sent someone to look at it, Blown fuse up in the closet was the fix.. we had him to look at the A/C and to see if it could get colder. After 40 min up on a ladder and then digging old moldy rags out from the ceiling he said it was broke… this went on for several hours, changing filters, pulling rags out and then water dripping from ceiling, he changed the blower motor… at that point we had enough with this room. Not to mention the maid forgot to leave us towels in the bathroom one day. ( had to call to get them) at this point the room was hot and we were mad because of all the problems in this room, it was late ( 10pm) and they really didn’t want to change us rooms at this time ( Understandable ). The next morning we meet with a customer service rep and she was nice enough to “upgrade” us to a junior suite beach view at no charge for the rest of our 7 days stay… nice right? Wrong… they sent us to older (cheaper) Quetzal side of the property. We got into the room and it smelt like smoke, bathroom mirror was so old and stained you couldn’t see yourself in it. Dead bugs on the lamps. And the room no cooler then the last one… we had the customer service rep come and look at it and we ask if this was acceptable , she agreed it wasn’t. several hours later they found us another room a couple doors down. This room was spotless when we got in there and was happy to have it… the A/C was a bit better than the other rooms by a little. And realized all A/C are not very good.
The bell boy only had one room key for the four of us and said they are having problems with the system and that we could get more later..
More on the keys… The system was down for two days, when we did get two key cards only one would work. keep in mind, we are beach view and the front desk is a bit of a walk. ( SEVEN TIMES) we had to walk and get our keys reprogrammed. One day the maid finished cleaning our room at 5pm. We had dinner reservation at 6:30.
Day 9 the maid didn’t leave any wash clothes.
This might sound like a lot of bit*ching. But all I really wanted was a working key card to get into the room, have a clean room with A/C and towels to dry myself after taking a shower without burning myself, and have wash cloths to clean with.

And last, The upgrade came with a “price”. Not in dollar amount but in a legal paper to sign. Basically it was a waiver stating they satisfied our discomfort by moving us to a better room ( cheaper side of hotel) and that ANY future problems didn’t have to be addressed because they compensated us.. ( Really??? We still were dealing with key cards and had 6 days to go) If we didn’t sign it then they would have to charge us $93 a day) Although the paper got signed Under protest at the time we checked out..


Would I go back? No. Not because of all the little problems we had, they tried to handle the situation . It would be because the Lack of Public areas with A/C and
The fact they have to charge you for wifi.. ( free next door, stand next to fence) And a smoke free property would be nice.
Room 2002,1107

Feel free to ask any questions.

Room Tip: Free WIFI next door, next to fence beach side.
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  • Stayed: August 2013, traveled with family
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5  Thank rickos2323
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Quality manager I, Quality Manager at Iberostar Tucan Hotel, responded to this reviewResponded September 12, 2013

Dear Guest,

We would like to take this opportunity to thank you for the time you have invested in writing your review regarding your recent stay at our Hotel Iberostar Tucan & Quetzal.

Please accept an apology for all the inconveniences you have mentioned. We deeply regret all the issues you went through; the review has been forwarded to the Management at the hotel in order to investigate and address it to every department as it allows seeing areas of opportunities to improve our services and facilities. We would like to mention that our hotel features open areas that combined with our natural environment and wildlife form part of our main attraction as a resort. We are sorry to hear that these features were not what you were expecting of your vacation in this destination.

We are deeply sorry that you and your family experienced some malfunctioning with the air conditioning system in the room assigned to you. Although the team tried to get it fixed as soon as possible to avoid any more inconveniences, it was decided to offer you the option of upgrading with the only intention of making your stay as enjoyable as possible. We did not mean to overwhelm you with our internal procedures about this matter, and certainly this is not the impression we would like our guests to take home.

We also would like to thank you for giving us your feedback regarding our food options. Our international buffet offers a great variety of dishes and features a live cooking spot where guests can request special meal out of the high quality products we have available. Besides these options we have our snack buffet by the pool areas. Our a la Carte Restaurants are available to our guests based on a certain number of reservations depending on the number of nights of stay. Our Chef has been informed about your perception.

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 the connection and also planning to provide wireless service from the rooms and public areas. These services will have attractive fees for our guests.

Regarding our rooms, they are equipped with all the amenities and facilities in order to accommodate our guests’ expectations. Both Iberostar Tucan and Quetzal hotels are the same category with the same rooms and facilities. The only difference remains in the room category booked. Our Management and Maintenance Department are constantly working on areas to be improved, and all our facilities follow a maintenance standard roll in order to keep our areas and rooms in perfect condition for our guests; also, during low season we close certain buildings for full revision.

We are truly sorry you were disappointed. We would feel privileged to have the chance to welcome you back in the near future under more favorable circumstances. Please feel free to contact the hotel Management to the address provided to you upon your check out in case of requiring further information or assistance.

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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Additional Information about Iberostar Tucan Hotel

Address: Avda Xaman-Ha, Lote Hotelero | Fraccionamiento Playacar Nro 2, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Swimming Pool
Hotel Style:
#8 Family Hotel in Playa del Carmen
#17 Green Hotel in Playa del Carmen
#25 Romantic Hotel in Playa del Carmen
#27 Top resorts Hotel in Playa del Carmen
#34 Spa Hotel in Playa del Carmen
#38 On the Beach Hotel in Playa del Carmen
Price Range: $194 - $518 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Iberostar Tucan Hotel 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. Specially recommended for honeymooners. Varied, colourful entertainment programme. Large pool area. ... more   less 
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Also Known As:
Iberostar Playa Del Carmen
Iberostar Tucan Mexico
Iberostar Tucan Playa Del Carmen
Playa Del Carmen Iberostar
Iberostar Tucan Quetzal
Iberostar Tucan Playacar
Iberostar Tucan Hotel Riviera Maya/Playa Del Carmen, Mexico

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