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Reviewed March 15, 2014

It was very busy for the whole of the 2 weeks we were there, in future we would avoid the US Spring Break time. Certainly for the second week there were fewer families and more groups of young adults but there was never really an issue. The staff as always were brilliant. The food was ok, the main issue being that in the restaurants the side dishes were never hot, you would get a wonderful steak with a cold baked potato and cold vegetables. However the main point of the holiday for us was to flop in the sun for 2 weeks and the weather didn't disappoint, there was one evening bout of rain and one afternoon when we had to leave the beach around 14.00 due to a thunderstorm but apart from that it was sunshine all the way. We have been 3 times now but we both think that on our next trip to Mexico we will try a different hotel.

By the way when it rains the marble floors can be treacherous!

Room Tip: Blocks 13 to 15 tend to have the monkeys on the roof and balconies from time to time. Block 18 is near reception and quiet but a longish walk from the beach.
  • Stayed: February 2014, traveled as a couple
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4  Thank FandDD
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 20, 2014

Dear guest,

On behalf of the General Management of the IBEROSTAR Tucan & Quetzal resort, we truly appreciate the time you have invested in sharing your stay experience with us and with the TripAdvisor traveler’s community.

We esteem your valuable feedback as it helps to us to improve our services. Be sure our Chef will take note of your comments and verify that this does not happen as it not up to standard and it is very important for our beloved guests.

We apologize for any discomfort you may have experienced during your stay. At IBEROSTAR we work to ensure wonderful vacation experiences.
It will be a privilege to continue hosting you at our beautiful resort Iberostar Tucan & Quetzal.

Please feel free to stay in touch with our team as we would love to have you as part of our repetitive guests.

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 14, 2014

My daughter and I had the privilege to travel to Mexico the first week of March and stayed at the Iberostar Tucan. What a beautiful resort, loved the layout and natural surroundings.
The colourful rooms were clean and spacious with a nice balcony to sit and relax.
Enjoyed the open air restaurant, large variety of food and great and friendly service.
Large warm pool and nice beach area to hang out.
Loved the activities offered during the day and the show in the evening.
The Starfriends were amazing and went above and beyond to make sure we had an awesome holiday.
Highly recommended , and will be back....

  • Stayed: March 2014, traveled with family
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Review collected in partnership with Iberostar
5  Thank 963Adriana
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 20, 2014

Dear guest,

On behalf of the General Management of the IBEROSTAR Tucan & Quetzal resort, we truly appreciate the time you have taken to share your experience with us. We are much honored to read that you and your daughter have enjoyed our premises, accommodations and the hospitality of our team members.

Please let us have the honor of welcoming you back again. We always have something beautiful to share with you!

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.
Reviewed March 14, 2014

I was in Cancun in 1977 when it was just a beautiful beach that never ended with few hotels and highrises. So I was looking for a place that still had the same feel, with modern facilities. So when we arrived at the Tucan, we were very happy of our choice.

Grounds: These have to be the most beautiful grounds I have ever seen. Waterfalls, trees, flamingos, peacocks, swans, monkeys, etc. The lobby is a open air one, so welcoming and beautifully lit at night.The pathways are just a delight and at nighttime, they are lit and you can have fun finding your way around. But for three, all the restaurants are openair. As we are animal lovers, we enjoyed very much all the critters that live on the grounds.

Beach: As we are at the end of Playacar, we are one hotel away from a the jungle, so you can walk on an uncrowded beach. There are no rocks in the water and the beach is clean of any weeds. You can also walk to Playa del Carmen but the beach is not great the closer you get to downtown. White sand, warm aqua water, lots of fishes, just heaven!

Pool: You will never feel crowded in it. It has to be the biggest one I have seen. The swim up bar pool is apart as are the kiddy pool and the activity pool.

Rooms: As they did not have a king size bedroom at our arrival, we were given a 2 double bedroom and the next day, we were transferred to one. The room was very nice and clean, the mattress was comfortable and no musty smell. We enjoyed our 3rd floor balcony overlooking the west and the howler monkey family!

Restaurants: We are regular cruisers so we compared the food to Celebrity cruise line. Overall, there was enough choices to satisfy us. We enjoyed the Japaneese and Italien restaurants, not so much the Tropical one. We found the food to be about the same as our cruise food but we found it to be a bit to cool. The mngmt could work at keeping the food warmer.

Activities and entertainment: We did not participate in the activities as they seemed to be more addressed to a younger crowd (we are in our 60's). We did not mind as the beach and pool were enough for us plus the trip to Secreto River and snorkling with the turtles and in a cenote were more our cup of tea.

The evening entertainment was a bit lacking (as compared to what we are used on a cruise). We were told by the patrons of other hotels, that it is the same. The champions of the day ceremony was a bit long. Again we did not care to much as we could just relax, go to Playa del Carmen, take a walk.

Cleanliness: The entire complex is spotless, all the staff of the hotel is so hard working to take care of us. Thank you!

So if you are looking for a Vegas style hotel, this is not for you! If you want to to spend a week living with the nature, relaxing and still have all the comfort of home, you will be delighted.

Room Tip: We had room 1342. Close to the pool and beach, on the walkway with sun in the afternoon, quiet.
  • Stayed: March 2014, traveled as a couple
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6  Thank SpicySunshine
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 20, 2014

Dear Guest,

On behalf of the IBEROSTAR Tucan & Quetzal resort, we truly value the wonderful and detailed review that you have shared with the TripAdvisor traveler’s community. Your personal opinion reflects the wonderful time you have spent with us.

We feel honored with such nice opinions and compliment to most of our services, accommodations, and premises; our green areas plenty of local wildlife, and the quality of our gastronomy that you have enjoyed at our main restaurants.

Your recommendation will positively motivate future guests to choose our resort!

Please consider visiting us again in the near future. You will always be welcomed with the warm and attentive hospitality that characterizes us.

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 13, 2014

I'm at 72 TA reviews as of this writing. A huge TA fan and usually find the reviews spot on. In the case of the Iberostar Tucan, our family absolutely hated it and left after only 1 night of an 8 night stay to move to the Banyan Tree Myakoba.

Overview: We thought we were going to get a wildlife friendly, great service all inclusive vacation. What we got was a dump of a room, overlooking the back of a restaurant and ping pong table and not a Iberostar person in sight who was willing to help us fix it.

Why we think this place was rotten:

1. At booking, asked for a room by the wildlife areas. We confirmed it with the front desk at check in and she assured us it was a good area. It was a LIE! We checked in during toward sunset so we couldn't tell at that time, but by the next morning we realized we were looking at the back of a restaurant and got totally screwed.
2. It took 6 tries to get the front desk the next morning. When we did and asked about changing rooms or adding a room, we were told they couldn't help us. Keep in mind we had a 8 night stay for 4 people booked...not exactly a weekender. No help. They couldn't care less.
3. Room service will not deliver beverages. We ordered up some breakfast and were told we had to go to the pool area to get beverages. All you can eat room services as long as you can choke it down without a beverage! Major weird and disappointing.
4. Other than the buffet, all restaurants require reservations. You have to stand in line to talk to the SINGLE reservation attendant in the lobby and we were told that for an 8 night stay, we could request up to 3 restaurant reservations. All inclusive my patootie! The first night we go in, we asked if we could eat at any of the restaurants but were told at 6 pm that no reservations were available that night. We ate the buffet which was fair to OK...basically cruise food. Walking around the property, non of the reservation restaurants were full...most only about 50%. Another lie and way for this property to keep you at the buffet with the cheap food.
5. Competition for chairs is RIDICULOUS! All pool chairs and anything on the beach with shade is gone by 9 am. The place is full of empty chairs which people have reserved. What chairs you do get are packed one next to the other. Literally, you will be sharing an armrest with the stranger next to you.
6. WiFi - $20/day PER device! Really?!?! Oh, and you can't order it from your room...you have to go the front desk to fill out forms and sign for it...per device. Wow, major weirdness again.
7. The rooms: What a dump! Beds are absurdly hard, the room smells and is cheap and run down and the pods they are constructed in are like staying in a youth hostel. They pack in tons of rooms to maximize people in a small area. No privacy, no joy, not staying!

OK, I'm tired of writing anything else. So, read my reviews, see where I've stayed and see if I'm nuts by nature. I'm not...this place stinks! Literally. So many other choices in Cancun/Playa del Carmen...you can do WAY better.

Room Tip: Be careful where they put you. They lied to us about where our room was and we were overlooking the back of a restaurant and it's equipment. :(
  • Stayed: March 2014, traveled with family
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13  Thank ScipioAfricanus
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 April 3, 2014

Dear guest,

First of all, we are deeply sorry to hear about your experience during your recent stay at IBEROSTAR Tucan & Quetzal.

After carefully reading your review, we would like to apologize for the inconveniences you encountered with our different services and facilities. We are definitely looking into this situation as our staff must be committed to high standard and personal service in order to ensure continuous customer satisfaction.

Regarding dinner reservations, we would like to clarify how our sittings system works, we have the 4 different timings which we do not fill to their complete capacity, this is due to the reason that we try to guarantee our guests a good personalized service which would not be the same if we had a full restaurant, plus this way we give our guests more time to enjoy their dinning without feeling pressured to have to leave the restaurant for the following sitting coming. Although sometimes guests do not show up, we have to give them a 15-20 minutes toleration time, after this time, due to availability, we are able to receive other guests before their reservation time. Please be sure that your comments will be considered. We apologize for the inconvenience this may have caused you.

We would like to mention that all the mattresses in our rooms comply with a standard; nevertheless, we have toppers to soften the beds upon our guests’ request.

We are sorry to hear your stay with us did not fulfill your expectations.

Hopefully, we will have the pleasure to welcome you again at any of our other IBEROSTAR resorts worldwide so we can offer you a different experience with the quality and attentions that distinguishes our brand.

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 12, 2014

First time in at a resort. This was an excellent choice. My husband and I had a wonderful time. The grounds are lush. Loved to walk to the beach through the jungle path and watch the monkey's, peacocks and all the other animals. The staff was very friendly and helpful. The food was good and the drinks plentiful. This would be a great get away for families,or couples. I would return.

Room Tip: Unit 17 is near the lobby and far enough away from the main monkey business.
  • Stayed: February 2014, traveled as a couple
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Thank 4Goodie2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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