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“Just don't do that, don't go there.” 2 of 5 bubbles
Review of Hotel El Tukan

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Hotel El Tukan
Ranked #138 of 212 Hotels in Playa del Carmen
Mexico City, Mexico
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Just don't do that, don't go there.”
2 of 5 bubbles Reviewed 9 December 2013

As said on previous comments, if you are just looking for a good location, this is the place. If you are expecting more ... just don't go there, and do not take the all inclusive package!!!
Here is a list of some of the disagreements we had during our 3 days stay :

- water stopping while taking your shower. Although, you can "be lucky" and have OR cold water OR really hot water.

- We took the all inclusive package.
They first announced a price, and when we said ok, they changed it, taking for excuse that they made a mistake. Anyway. You are promised to be offered food and drinks in all the facilites of the hotel (incluying the beach club).
Then you discover that : 1. you can eat only in a cheap "self service restaurant", you cannot eat at the beach club or in the main restaurant of the hotel unless you are willing to pay. 2. At the beach club, you cannot choose to put your towel whereever you want, you have to stay in the 20 m2 place that is "reserved for the hotel consumers", far far from the sea and once sitted you can almost smell the feet of your neighbour. You feel like cattle, litteraly.
Oh yea, I almost forgot, you cannot ask for any waiter to bring you your drinks, you have to go for them yourself. Again, far from the fancy bar you would go to If you were willing to pay.

- The food and drink they offer you in the all inclusive is so bad ... At the best, it doesn't taste anything. We suspect that it gave us stomack problems.
Although this is a personnal criteria, but for us, food and drinks are one of the most important things when we travel.

- Service is just awful. As if not taking the complains of the consumer into consideration wasn't enough, they are also disrespectful, unpolite, and they really make you understand that they don't give a s*** about what you could say.

- We also waited for the manager to come talk to us during 2 days (coming back to the front desk to see him 4 or 5 times a day - obviously that's the only thing you want to do being on vacation at the beach ... ). Each time we were told to come back later.

- I forgot a piece of close in the closet of the room, and I realized it once I was back in Mexico City. I sent an email asking them for it. I never got any answer.


I'd like to add that they received the Trip advisor "Certificate of excellence" 2013. This is a point I do not understand, and - even though I don't know what are the modalities - I really think they (Trip Advisor) should pay more attention when attribuing this type of prize, or the consumer will stop trusting them.

  • Stayed December 2013, travelled with friends
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank marion d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
operaciones1, Gerente at Hotel El Tukan, responded to this review, 11 December 2013
Dear Guest:

Thank you for your comments,

We are very sorry your experience with us.

We can ensure that the foundation of our company is to give satisfaction and total quality to our customers.

Unfortunately we have no report of the details written on their part.

We hope your experience will be allowed to return back to the hotel to improve printing.

Regards

Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,223 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (75)
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  • Dutch first
  • English first
  • French first
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Nederland
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 21 November 2013

When you are looking for a top notch all inclusive resort this is NOT the place to be.

When you are looking for a fantastic located nice hotel to use for sleeping this one is the best. Been here three times and we were very lucky to have the biggest room of the hotel (with 2 balconies, one of them was 60m2). Room was completly renovated. Service was perfect.

If you do your research well and you will book this hotel you will love it. If you don't I can imagine it is not what you expected.

PS: Don't book all-in, or even with Breakfast. I don't know if the food is good or not. But you are near hundreds of cheap restaurants who prepare absolutly fantastic food.

  • Stayed November 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank emj22013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
operaciones1, Gerente at Hotel El Tukan, responded to this review, 27 November 2013
Dear Guest,

Thank you for your comments:
In Group Tukan we are dedicated to providing the highest quality and satisfaction to our customers by offering the best service possible.
Awaiting your early return to one of our hotels.

Regards,
Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Amsterdam, The Netherlands
Level Contributor
64 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
3 of 5 bubbles Reviewed 16 October 2013

Should your budget your stretch as far as one of the luxury beach front hotels then El tukan's location in the centre of 5th Avenue and a walk of five minutes to the beach is ideal.
We took the opportunity of a last minute with Holland International for 510 euro per person.
The flight was with Arke International. food was just about Ok and for entertainment you had a charge of 10 euros for a portable handset. A return journey and you've seen all that is worth watching.
We arrived at the hotel arounf 13:30 and had to wait until 15:00 before being allowed into the room.
The room has most definetly seen better days with plenty of black marks around the bathroom and the remote control screwed down to the bedside cabinet. No luxurious by any sense of the word.
The daily cleaner did her best with clean towels daily and folded on the bed into animals/flowers etc. Nice touch.
We arrived the week after there had been a terrible hurricane on the island though Plays del Carmen was not particularly effected. No more than normal for this time of the year with the odd shower.
Hotel staff were efficient and had a technican to our room within 5 minutes due to a leaking toilet.
Remeber to buy plenty of "OFF" for the mosquitos as sitting outside in the evening can become quite a pain.
The hotel offers a beach club 10 minutes walk away which offer beds and towels. You're placed in a central location up the neach next to the towel hut where you are not allowed to consume your own food or beverages. Better to take their towels and lay nearer to the sea and do as you like.
The hotel offered an all inclusive service for 75 euros a person for drinks and food however why come all this way and sit in the same restaurant and bar all day.
The hotel is OK for the price though dont expect any thrills and the location and friendliness of the Mexican people more than make up for the room.
We would return to Playa del Carmen though with a larger budget we would stay elsewhere.

  • Stayed September 2013, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank ExPatMart
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
operaciones1, Gerente at Hotel El Tukan, responded to this review, 20 October 2013
Dear Guest:

Thank you for your comments, Tukan Hotel is our commitment to provide the best service for that reason we are verifying the details mentioned, in order to meet their needs and fulfill your expectations.
Hoping to receive it again in one of our hotels.

Regards,
Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Seneca SC
Level Contributor
139 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
2 of 5 bubbles Reviewed 14 October 2013

We just returned from a week at El Tukan and wouldn't recommend this hotel for anyone that enjoys staying in accommodations better than a low level hotel. Why do I say this? Simple, we paid for the 'All Inclusive' package only to find out at check in that the definition of 'All Inclusive' was use of a separate dining/bar area across the street from the hotel. While the food was good and service very good we were unable to get much in the way of alcoholic drinks. The beer was poured from liter sized bottles, brand unknown into plastic cups. The plastic cups had the flavor of the drinks served on the food line so that wasn't a great mix. We were not able to use the restaurant located on the property without paying full price for everything but at least we could get a bottle of beer of the brand desired.
The room we were assigned was pitiful as it was old and worn, the bathroom had mold on the tiles in the shower and a shower head that kind of spritzed water out as well as spraying into the rest of the bathroom so you had a wet floor after the shower. The toilet had mineral stains in it and we had to ask the housekeeper to remove them, which she did. The towels provided were worn and stained and in dire need of replacement years ago. BTW if you wanted wash clothes none were provided and we asked repeatedly. The closet had three plastic hangers and when we requested more it took three days to get them. The description of toiletries provided was three bottles of shampoo and two soap cakes. We had been told there was WiFi in the rooms, this was a hit and miss experience mostly miss. In order to be able to use the provided safe we had to rent the lock. NOTE: if you decide to stay here lock EVERYTHING of value in the safe as we had our towel cards taken from the room and we never used them as the beach was a fair distance from the hotel so the cards remained in the hotel packet but disappeared when we checked on them for checkout.
Now let's talk about the front desk -- very poor service and that is being kind, the claim that they have someone on duty that speaks english is a stretch! Their willingness to help wasn't there and their attitude, for the most part, was poor. Had we not already booked this hotel for a dive group we would have found other accommodations!
The general staff, security, housekeepers and groundskeepers were great and provided more assistance and directions than the front desk staff.
If you like sleeping on beds just a little softer than concrete then you will be quite happy but if you expect anything more you will be greatly disappointed. There are better hotels within walking distance and plenty of restaurants that you can eat at for a reasonable price. I was embarrassed for our dive party having to put up with such treatment and accommodations.

Room Tip: Find another hotel or read the descriptions very carefully and make sure you get what you pay for as...
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  • Stayed October 2013, travelled with friends
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank mikes351SenecaSC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
operaciones1, Gerente at Hotel El Tukan, responded to this review, 15 October 2013
Dear Guest:

Thank you for your comments,

We are very sorry your experience with us.
We can ensure that the foundation of our company is to give satisfaction and total quality to our customers.
Unfortunately we have no report of the details written on their part.
We hope your experience will be allowed to return back to the hotel to improve printing.

Regards

Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Playa del Carmen hotels

Oakland, California
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed 10 October 2013

my fiancee and I stayed here one night. The rooms were pretty neat. Air conditioning and fan available, pool. jacuzzi water was cold but the hotel in a nice place to stay. it is close to the beach, stores, bars and restaurant. Tukan is pretty special, and Playa del Carmen, it was the night my bf propposed, I highly recommend this place bc of its location.

Helpful?
Thank Michelle G
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
operaciones1, Gerente at Hotel El Tukan, responded to this review, 13 October 2013
Dear Guest,

Thank you for your comments:

In Group Tukan we are dedicated to providing the highest quality and satisfaction to our customers by offering the best service possible.

Awaiting your early return to one of our hotels.

Regards,
Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Prague, Czech Republic
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 8 October 2013

The hotel has a very good location close to the beach and the rooms were very comfortable with nice views. We went with friends and enjoyed every moment of our trip. The rooms and dining were at a very good price which was also important for us.

  • Stayed September 2013, travelled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Amarg0
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
operaciones1, Gerente at Hotel El Tukan, responded to this review, 8 October 2013
Dear Guest,

Thank you for your comments:
In Group Tukan we are dedicated to providing the highest quality and satisfaction to our customers by offering the best service possible.

Awaiting your early return to one of our hotels.

Regards,
Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Prague, Czech Republic
2 reviews
5 of 5 bubbles Reviewed 8 October 2013

The best place to spend nice holidays in Mexico with friends. Good price for a perfect location just in the city center not far away from the wonderful beach. Friendly service, good for everyone who really wants to "live" the destination. Very calm inside because of the garden (we had garden view rooms).
Good place to stay during active holidays full of fun!

  • Stayed August 2013, travelled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Ilona S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
operaciones1, Gerente at Hotel El Tukan, responded to this review, 8 October 2013
Dear Guest,

Thank you for your comments:
In Group Tukan we are dedicated to providing the highest quality and satisfaction to our customers by offering the best service possible.

Awaiting your early return to one of our hotels.

Regards,
Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hotel El Tukan

Property: Hotel El Tukan
Address: 5a Avenida Norte, Entre 14 y 16, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Restaurant Swimming Pool
Hotel Style:
#80 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): £
Hotel Class:3 star — Hotel El Tukan 3*
Number of rooms: 133
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Booking.com, LoveHolidays, Odigeo and TravelUp so you can book your Hotel El Tukan reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
El Tukan Hotel Playa Del Carmen
El Tukan Condotel Hotel
El Tukan Condotel Suites Beach Club
Hotel El Tukan Mexico/Riviera Maya - Playa Del Carmen

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