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Reviewed March 18, 2014

My husband and I have never done an all inclusive before now thats all we will do. I am so Happy my girl Tammy at CC recommened The Tucan. It was more than I could have ever dreamed of. The staff if WONDERFUL they will do anything to make you happy. The food was plentaful and if you love waking up to nature this is the place for you. I love how they have keep a piece of the jungle for us to enjoy. The pool and beach was so beautiful I and you never felt crowded.we will definatily be back

Room Tip: any room in bildg 14, 15, 16
  • Stayed: March 2014, traveled as a couple
    • Value
    • Location
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    • Cleanliness
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3  Thank trixie41
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 21, 2014

Dear guest,

We are delighted to read your nice travel note and the recommendations that you courteously posted on the TripAdvisor travelers ‘community.

On behalf of the General Manager of the IBEROSTAR Tucan & Quetzal, we want to thank you for your nice gestures of appreciation for our tropical resort and on the warm hospitality that you have received from our team members.

We are very happy to know that you have enjoyed our jungle. We gladly inform you that our property holds a unique concept that is integrated to this natural space that invites you to learn and appreciate the endemic flora and fauna of the Mayan tropics. This is a plus we proudly share with our beloved guests.

We will be much honored to welcome you back again to keep providing you our best service and attentions.

Respectfully 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 18, 2014

Our family of four stayed at the Iberostar Tucan last week. I had emailed ahead twice to make sure our two rooms were attached or at least close by. I had requested one room with a king size bed and the other room with two beds. When we arrived we were given rooms far apart from each other and two king sized bed rooms. We were told our kids, which are older so it wasn't a huge deal, could be moved the next day. My husband explained they needed a room with two beds and after quite some time they found one but thee-four buildings away from us. I asked why nothing was done with my request and the woman said she doesn't know why they didn't honor any of it because the manager saw the email. I know these requests are not guaranteed but it felt like they didn't try to honor them at all. We have stayed at Iberostars in the past and they have honored our room requests. What we did get for returning were fruit baskets and T-shirts which were left in our room one day.

Our room (1403) was extremely musty and a sewer smell in the bathroom. We kept the bathroom fan on and the door shut. It had a nice view of the jungle area and one day we had a peacock hanging out on our deck. The animals were fun to watch all over the resort. Housekeeping was good except for one day. You need to leave your towels in the shower on the floor if you want new ones. We put them in the shower only to find the housekeeper had rehung them to use...gross. I had to call to get new towels. They never arrived so I had to go the front desk and ask again. They did bring new towels that night.

We could hear everything in the room next door and especially the shows at the neighboring resort. Trucks also drive down the walkways and that makes it noisy as well. There were a lot of spring breakers at the hotel. We chose a family style resort thinking it would not be as bad. There were at least two high school groups and a large college group. We had a group of spring breakers next door which woke us up at all hours...one morning at 4:00am. We had to bang on the door to get them to quiet down. Again, not what we expected this vacation to be.

The beach and pool areas are beautiful. The swimming was great. However, I have never experienced the towel games like at this resort. It is not an exaggeration that you need to be up at 6:00am and reserve seats under the palapas. The chairs are on top of each other as well. The organized games were fun for our family and I think it is a good idea to get people together and play the games they might not ordinarily do on their own.

The food was not as good as other Iberostars we have stayed at in the past. You will not starve and some of it is quite good. But it was the same old same old every day. The wait staff was friendly and very courteous and helpful. Most times I wondered if they put an alcohol in the drinks at all. It mostly just tasted like the mixers. I can get a better margarita or sangria at home. The sangria was sprite with a dash of red wine poured over the top that you mixed together yourself. I drink decaf coffee and it was packaged instant not fresh brewed.

The a la cartes were not anything special. We ate at the Japanese and the Steak House. The hibachi show was good but the food was average. The meat was tender but the chunks were too big to eat with chopsticks or just a fork (no knives). The shrimp still had the tails on. There wasn't any dipping sauce other than soy sauce that was on the table. The steak was okay at the steak house and cooked as requested but the baked potato that came with dinner was the size of a golf ball. There was one spear of broccoli and a cut up piece of corn on a stick about 1" wide. There was a salad bar that was good.

Room service was the worst food. The Caesar salad wasn't edible (soggy lettuce). Our daughter was ill one day and we ordered food for her in the room. They won't deliver any drinks at all which we thought was strange. She was out of water in her room so I had to bring one from our room. The only place to go and get a drink to bring back to the room was the pool/beach area.

The couples show at night was funny. The mexican dancing one was very boring and we left along with most of the crowd.

We bought wifi for each of us ($38/pp) which worked good the first few days but we had problems with connections the rest of our stay. The front desk did reset it for us once. The Starbucks down the street does not have wifi at all. The Starbucks in Playa Del Carmen does have free wifi.

It's hard not to relax and enjoy yourself with the beautiful beach and pool area (as well as all the animals) but it definitely could be better with some changes. If I had to plan this vacation again I would definitely go back to the Iberostar Maya over this resort.

Room Tip: Room 1403 bottom floor had a nice jungle view, however, room was musty. Room 705 had a view of the walkways to the buffet. Was close to restaurant and lobby.
  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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5  Thank EisIceMom
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 22, 2014

Dear guest,

On behalf of the General Manager of the IBEROSTAR Tucan & Quetzal resort, we would like to thank your for choosing to stay with us for your recent holidays.

We are sorry to hear that your experience with us did not live up to our usual level of service.
Your feedback is very important for us and you can be certain we already shared it with the departments involved and we are looking for new ways and procedures in which we can enhance our services. We will for sure be looking into the situations that you kindly informed us regarding humidity in your room.

Regarding the food and services provided by our room service and our a la carte restaurants, we would like to mention that our Executive Chef works hard to provide all of our guests with delicious plates created with fresh and quality products. However, please rest assured we will review your comments with him.

On the other hand, we are sorry to hear that your staying with us was not fully satisfying due to the presence of spring break groups at our premises. We kindly inform you that we welcomed a limited booking number of student groups with an adult companion for holidays, in the understanding that our resort is family oriented.

We apologize for the inconvenient presented during your stay. We do everything in our hands to ensure that our guests feel attended and receive our courtesy at every moment.

Regarding the internet access, we would like to inform you that thanks to our guest’s suggestions we are working to improve that point. Unfortunately this service is not part of our All Inclusive plan at this moment, but we are trying to add it so that guests may have it for free in the near future.

You can be sure that we will follow up your review in detail to apply corrective actions in accordance to our customer service standards.

We would highly appreciate to have the opportunity to welcome you back again or at any of our IBEROSTAR resorts worldwide.

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 17, 2014

Our family just returned from a fantastic March Break at Iberostar Tucan. The hotel is beautiful, clean and well-maintained. The rooms are spacious, modern and the housekeeping staff do an excellent job of keeping everything clean and tidy. The beach is beautiful and clean with crystal blue water and the free form pool is stunning. Even though we were there during Spring Break, the sprawling grounds and spacious public areas ensured that the resort never felt crowded. The large pool meant that young kids and pool activities were held at one end so you could relax and enjoy some peace and quiet at the opposite end. My teenage boys particularly liked the "jungle- like" setting and the free roaming monkeys, peacocks, lizards and other animals. We had a room backing onto the garden so we could watch the monkeys playing in the tree tops from our balcony each morning. The buffet food was far better than we have experienced at other all-inclusive resorts as it was always fresh and hot. The a-la-carte restaurants were good as well, Our favourite was the Japanese restaurant where the chefs prepare food at your table and put on an entertaining show while doing so. Service throughout the resort was excellent and staff were always friendly and welcoming with most being fluent in English. The only disappointment was the nightly entertainment, we found it to be very amateurish and hokey. It would have been better if they featured traditional Mexican entertainers from the region instead of performances by the entertainment staff. Overall, the resort met or exceeded our expectations.

  • Stayed: March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank Lisa 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 21, 2014

Dear Guest,

On behalf of the IBEROSTAR Tucan & Quetzal Resort and the General Management, we thank you for your stataying with us and for posting your review on the TripAdvisor traveler’s community website.

We highly esteem your words of appreciation regarding our well maintained premises, our tropical grounds and the flavors of our specialty meals.

Additionally, we value your compliments to our team members who were attentive and provided you a service of excellence.

We wish to have the honor to host you again at our family oriented resort located at the heart of the Riviera Maya.

Best regards,

Quality Manager
IBEROSTAR Mexico

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Reviewed March 16, 2014

The best food, the best beach and the best service. The beach and the gardens are awesome and the wait staff is always there to bring you fresh coffee or new drink. Get up early 6 am to reserve your spot on the beach and be ready to RELAX!

Stayed: March 2014, traveled as a couple
3  Thank grandecpa
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 thank you for choosing to stay with us and for taking a moment of your time to share your lovely comments with the on-line community.

We are glad to know you had a pleasant stay with us and we really look forward to welcoming you back in the near future!

Sunny regards,

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 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
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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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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