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Reviewed March 8, 2014

Our family of 6 just came back from Iberostar Tucan vacation. We absolutely had great time!
This is our second time at the place, and hopefully not the last.
The greatest attraction in the hotel for us is the jungle. The kids loved walking through it, and sighting the animals and birds. Besides, the jungle gives a shade which is very welcome midday.
The second attraction is the beach. It is rather wide, with soft sand and flat profile good for the kids. There are waves, though, but the water is crystal clear and does not go deep for quite some time.
The food is pretty good. It can get repetitive at the beach grill, but understandably so. I loved their cold soups, every day a new and more delicious one! The main buffet is very good with huge variety any time of the day. Of the specialty restaurants we only tried Japanese, as I expected a show at the hibachi table - it was disappointing on both performance and the food too.
The playground is small. My kids lost interest in it in the first 15 minutes. There is a small kids pool and a huge adult pool. The kids club is so-so, most of the time the kids were either in front of the TV or at the pool. The kids LOVED mini-Disco at 8 pm nightly - it was a great way for them to wrap up the day. The hotel also has a clown on staff who makes balloon toys for the kids - you can check his schedule at the reception.
This time we missed the shows, other than the magic show, which was pretty good.
The staff goes out of the way to make your stay enjoyable. You are greeted every morning by very friendly Andreas who can fill you in on daily activities. The waiters quickly learn your preferences, and on the second day your table gets arranged the way you prefer, with drinks ready as soon as you appear. Mauritius seems to remember everyone's name - he is one of the Star Friends who is involved in multiple activities. The photographer team is very professional and great to work with.

Room Tip: Rooms facing lawn are quieter. Building 13 has the best proximity to the playground and kids pool.
  • Stayed: February 2014, traveled with family
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3  Thank ksu-ny
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 March 13, 2014

Dear Guest,

We want to express our gratitude for your words of appreciation on behalf of our resort and its services and for remaining in your preference for a second consecutive visit with your family.

We gladly receive your review with great pleasure as it pictures the great time you have enjoyed in our resort during your holidays.

Thank you for your nice concepts regarding our tropical forest. We kindly inform you that our company promotes a culture of appreciation to nature as a way to preserve our natural resources and protect the fragile ecosystem where our resort stands. We are happy to know that your children have enjoyed this area!

We also thank you for your esteem to our entertainment, gastronomy and our beautiful beach. Our privileged location, grants us to be a preferred choice for many travelers worldwide.

Thank you for recommending IBEROSTAR Tucan & Quetzal to other Trip Advisor traveler’s. We look forward to your next visit!

Sincerely yours,

Quality Manager
IBEROSTAR México

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 8, 2014

Have just returned from a 14 night holiday here. Starting with the room which was very basic on the third level which is the top floor. Quite quiet overlooking one of the restaurants. Dated and old fashioned, in need of renovation. Bathroom with shower no bath, there was a hairdryer but the plug had been taped around. Our safe (free) didn't work for 3 days but was eventually fixed. Room had tea and coffee making facilities along with a very dirty fridge containing beer, bottled water and sodas which was restocked every other day. The room had a musty smell which unfortunately transferred to our clothes. Not masses of storage space but maybe I just overpack! There were also loose floor tiles and a wall socket. Bedding and towels changed regularly.
Although there are really plenty of sun beds and umbrellas both around the pool and on the beach, you really need to be up early to bag a prime spot, sadly by 6am. There are notices to say they can't be reserved but no one enforces this. All are free and you can also borrow a mobile parasol from the towel bar to use on the beach.
The food was generally good, lots of choice and 5 themed restaurants that you can book a maximum of 6 times if staying for 2 weeks. I agree with 'jack000' previous review regarding these.
Drink quality I found to be poor, didn't manage to find a cocktail I actually liked. They contained very little alcohol!!! The wine was dreadful but got used to it.
The hotel has alot of wild life, iguanas, monkeys, agoutis and peacocks all roaming wild which was wonderful. Totally disagreed with the hotel photographers wondering round with toucans (wings clipped), parrots and iguanas in the heat wanting to take photographs of you with them. When I challenged this I was told they need to pay to feed them!!
A taxi into town cost us from the hotel 100 pesos. Playa del Carmen very vibrant, dined in a traditional Mexican restaurant called the La Cueva Do Chango at the end of 5th Avenue which was good and reasonably priced. Dined at a restaurant as recomended on Trip Advisor called the Pavo Real about a 20 minute taxi drive from hotel which is an absolute must - I have reviewed this separately.
Day trip to Chichen Itza was fab, well worth the money - very commercial though.
Word of warning, maybe coincidence - on a couple of occasions, ie booking a trip at the hotel and using the doctor based in the hotel, we initially offered a major credit card for payment which was rejected and we were asked to pay cash. On both occasions the machine wasn't working. Funny how when we explained we didn't carry large amounts of cash a machine was found that actually worked!!
We only took Mexican pesos, think they would have prefered dollars. The lowest note was a 20. The waiting staff I feel expect to be tipped which for us UK visitors, are not especially used to doing in European 'All Inclusive' resorts.
Due to the proximity of the resort to the USA and Canada there are lots of guests from here. Don't bother to take any 'special' dresses as no one seemed to dress for dinner which was disappointing for us. The no shorts at dinner policy is not enforced, even in the themed restaurants.
This said we did have a good time. All the staff were very friendly and hard working. There was lots to do in the day and a show every night although we didn't take advantage of this.

  • Stayed: February 2014, traveled as a couple
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2  Thank Nicola H
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 March 13, 2014

Dear Guest,

On behalf of the Management of IBEROSTAR Tucan & Quetzal, we want to thank you for your detailed comments on our resort that always help us to maintain the quality of services that guests like you deserve.

Thank you for your cordial and punctual comments on the points that you kindly suggest we need to keep improving such as our gastronomy, beverages and room appliances. We welcome them with great appreciation to review them in detail with the departments involved.

Regarding the cleanliness of your room and the damages found, we would like to take the chance to mention that all our facilities follow a maintenance standard roll in order to try to keep our areas and rooms impeccable. However, we apologize for this inconvenience and you can be sure your feedback will be shared with our staff.

We kindly inform you that due to our location in a tropical area next to the ocean, moisture could be higher at certain times. For that reason, we are constantly monitoring our accommodations in accordance to our quality control procedures to prevent this inconvenience could affect our beloved guests’ comfort.

Regarding the birds that our photographers promote as souvenir for our guests, we kindly inform you that every wildlife is been treated with respect and with all the environmental updated licenses as protected species. Pictures are optional and are an independent service not related to our all inclusive plan, but incomes are not related to feed the birds, but used for their care and health requirements. We are sorry for the misunderstanding.

On the other hand, we are much honored with your kind words on behalf of our team members for the hospitality and kindness they shared with you and for your appreciation with our tropical forest that represents fauna and flora of the Riviera Maya.

We wish you might consider giving us another opportunity to host you in the near future to experience all the positive changes made based on our guests recommendations with the intention of enhancing our facilities.

Sincerely yours,

Quality Manager
IBEROSTAR México.

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Reviewed March 8, 2014

My friends and I stayed here for a week in Feb. If you have any doubts, toss them away!
I looked on TA before we left and saw a few bad reviews, but I don't agree at all.
And I am VERY picky. Too picky according to my friends.
These people would do anything to make your stay fantastic, and if your stay wasn't, you must not have contacted anyone about your problem.
The food is wonderful(a big surprise to me bc I have been going to RM from before it was RM).
The beach is gorgeous, pool beautiful, and one restaurant is right on the beach. Crystal clear water, big waves when I was there-not what I want bc I have a hard time getting in and out of the undertow but they even helped me with that!!! (I am old-69 and not real steady.)
Rooms were great-running out of adjectives here.
I screwed up the in room safe numbers a couple of times and right away someone was there to fix it. (If I had known how to reset an incorrect number I would not have had to call). But they did it and did it gracefully, as they do all things there.
Maintenance was wonderful, rooms spotless.
Shows-I usually skip them at these resorts but decided to try. Wow!!! 14 different ones. 99.99 percent fantastic. One I personally didn't care for. Don't miss them.
Staff would do anything for you.
The entertainment people treat you like family and are adorable. I would name names but am afraid I'd leave someone out. There are so many activities!
If I had a complaint it would be that the guests there are greedy about the palopas. One had to go very early and "save" chairs, with towels. Since I don't have a better way, I can't complain and this certainly isn't the hotel's fault. There are plenty of them and to have any more would cloud the view of the beach. I do think guests there are greedy and put towels on chairs just in case they want to use them, but again……..
Hmmmm. What else.
I hate to post this bc I don'r want people to go there so I can always be assured of a room!!!!
Yes, there were a few times I was hot. The bar in the lobby is not particularly cool, and on a couple of occasions, I was hot in the restaurant. But again, 99.99 percent very comfy. (See what I mean?)
So, even though I don't want you to go, do it anyway. You'll be very pleased and if you are not, just notify someone!
Oh, I used to have on my list of things to take to Mexico-washcloths-took that item off bc didn't need them anymore(stayed in a condo and they had them) but IT is a little short on washcloths
so take some along. I never understood how Europeans and Central Americans washed without one but then I am picky!
Thank you Iberostar for a wonderful vacation!

  • Stayed: February 2014, traveled with friends
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7  Thank allthebeaches
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 March 12, 2014

Dear guest,

On behalf of the General Management of IBEROSTAR Tucan & Quetzal, we truly appreciate your kind comments and very wonderful review of your stay at our property located in the heart of the Riviera Maya.

We feel honored to read your appreciation about our quality services, the friendliness of our team members and the comfort you found in our accommodations.

Thank you once again for your comments. It would be a pleasure to welcome you and your friends back to our resort in the near future.

Warm regards,
Quality Manager
IBEROSTAR México

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Reviewed March 7, 2014

We had a great time at this resort! We loved seeing the monkeys, iguanas, etc. while we were there. They were right off our balcony in the 1400 rooms. We asked for a room near them and they got us up close to the action! The resort is beautiful. The water is perfect. The food was great. Staff was friendly. I would go back to this resort again. Never got tired of relaxing on the beach under a thatch umbrella having wait staff bring me cold smoothies and margaritas! So relaxing! We didn't leave the resort to go on any excursions. I love and miss this beautiful place!

Room Tip: If you don't like waking up early stay away from buildings 1300 and 1400 because the monkeys wake up around 6:00 am.
  • Stayed: February 2014, traveled with family
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1  Thank Susan8787
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 March 11, 2014

Dear Guest,

On behalf of the General Management of the IBEROSTAR Tucan & Quetzal resort, we would like to express our gratitude for choosing us for your most recent vacations in the sunny Riviera Maya.

We are so grateful to read the travel note that you have shared with other readers of Trip Advisor. Thank you for highlighting our services and the friendliness of our team members!

We would be honored if you gave us another opportunity to offer you the quality and comfort of our accommodations, our gastronomy, services and the hospitality that characterizes us in the Mexican Caribbean.

Best regards,
Quality Manager
IBEROSTAR Mexico

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Reviewed March 7, 2014

Brilliant, animals fantastic in hotel. Staff excellent, especially the star friends team, who work really hard to get you involved in daily activities. Beach is clean and life guards are there. We went to Xhelha, swam with dolphins and all the other fish in a fabulous natural lagoon. Can't wait to go back again. Holiday of a lifetime. Thanks to everyone who made it so special. Xxxx

  • Stayed: February 2014, traveled with family
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Review collected in partnership with Iberostar
1  Thank Mandy_lloyd
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 March 11, 2014

Dear Guest,

Thank you for your favorable comments following your most recent stay.

Your experience with our services and friendly team members will help others to choose our tropical resort for their next vacation in Mexico.

Thank you once again for your comments and for sharing them with the Trip Advisors travelers community.

It would be a pleasure to welcome you back to our tropical resort in the near future.

Kind regards,
Quality Manager
IBEROSTAR Mexico

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