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“One of the Best Resorts we've Been To!”

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Iberostar Quetzal Playacar
Ranked #41 of 209 Hotels in Playa del Carmen
GreenLeadersGold level
Buffalo, New York
2 reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“One of the Best Resorts we've Been To!”
Reviewed 17 August 2014

We just returned from an 8 day/7 night trip as a family of 5. We have been to Mexico 8 times & stayed at various different resorts & we all concluded this was the best out of them all!

Location: The resort is about 1 hour from the airport but the ride isn't bad at all. It's located in a "gated community" called Playacar which is 5 minutes from Playa del Carmen which is great for shopping & if you want more nightlife ($7 cab ride for up to 4 people or $14 for 4-8 people).

Food: Food was unbelievable. The workers are so fast & work so incredibly hard but never forget to smile & be polite. The main buffet had plenty of options & the food was always replaced so quickly. Amazing tacos! We went to the Steakhouse, Japanese, & Italian restaurants for our "reservation restaurants" & they all were so impressive. The restaurants near the beach were fantastic too. Lighter options for lunch time & the restaurant was open pretty much all day which was super convenient. The ice cream stand right on the beach was a plus too :)

Drinks: All of our drinks were refilled so quickly & most of the time were done without us even having to ask. The bars all around the resort were wonderful; especially the one in the disco. The bartender inside the disco at the bar to the right was so kind & made some of the best drinks I had!

Entertainment: There were events going on all day long. Our kids are older but for younger kids they have activities & games going on from morning until night. Water aerobics, pool & beach volleyball, ceramic painting, salsa lessons, Spanish lessons, Zumba on the beach (just to name a few). The nightly shows were so entertaining & a great way to pass the time between dinner & when the disco opened at 23:00 pm. Overall the entertainment staff was fantastic & catered to all the needs of the guests.

Beach: Hands down the most beautiful beach of any resort we've been to. There was seaweed in the morning on some days & they had a worker on the beach digging holes & burying the seaweed. At the towel rental hut you can also rent a beach umbrella in case you don't want to be under one of the huts on the beach already. The sand was so soft & the water was so warm too. Just a beautiful view.

Rooms: Our room was in section 27 which was a perfect location because it was 5 minutes to the beach & 30 seconds from all the restaurants, disco, & main lobby. Even though they're a little outdated, they were so clean every day & all supplies that were used the day before were replenished. The AC was the perfect temperature & could be adjusted too. Bathroom was a nice size and very clean too. No complaints about the room at all.

We bought the wifi for the week & the connection was perfect in the room & even worked at the pool & beach too.

We would return in a heartbeat & there is not one complaint we had about our experience at this resort. Our whole family recommends it with 2 thumbs up.

Room Tip: If you are booking two rooms, request to have them next to each other. Reception was extremely accom...
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  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
7 Thank Timothy C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 26 August 2014
Dear guest,

First and foremost, we would like to express our gratitude for choosing our resort IBEROSTAR Tucan & Quetzal for your family trip.

We are thrilled to know that our resort was one of the best you have ever been and we are very pleased to know that you and your family had a wonderful time here with us.

Our Executive Chef will be delighted to receive your compliments about our wide selection of tasty food at the buffet and a la carte restaurants.

Thank you for your great remarks about our Entertainment Team “Star Friends”, they offer a great variety of daily activities and night shows. We know that we have a very privileged location and stunning beach, so it is lovely to read that you were able to relax and enjoy this paradise.

Last but not least, we appreciate your feedback in regard to our high speed Wi-Fi service, it is thanks to our guests’ recommendations that we introduced this service at all areas of our property.

Once again, thank you for your review! We hope to have the opportunity of welcoming you next year, and many years to come to our resort IBEROSTAR Tucan & Quetzal.

Warm regards,
Quality Manager
IBEROSTAR Mexico
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English first
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 17 August 2014

Stayed here one week. Checkin was long and could have been expedited, there was a long line and it took us over an hour to check in. Upon arriving, there is a long form to fill out asking for your address, passports and other personal information for each person. This should be collected in advance to speed up check in time especially after a long flight and all the paperwork at the airport.

We had emailed two weeks in advance to ask for two rooms in the same building and upon arriving we were in different buildings. We were told we could move rooms two days later. We decided to stay in the original rooms. We had another family member arrive two days later who was placed in a building on the opposite end of the resort after also emailing and asking to be in a building close by. After asking and being told there were absolutely no rooms in closer buildings for him, we inquired about the room we were told was available and only then was he given a room available closer to us. It seems they do not try to accommodate simple requests for rooms.

The rooms were clean, but our AC did not work very well. It ran constantly and the room never got to the lowest temperature. Upon arriving our toilet would not flush and we had ants in the sink. These items were fixed that day. The faucet also only had scalding hot water come out-no cold--that was fixed two days later with a new faucet installation. We decided not to report the AC issue after reporting all these other issues.

The RIU is next door and you do hear music from them late at night in the buildings closer to the pool and beach since the room doors open to the outside.

There is a good selection of food in the buffets and specialty restaurants. Be careful at the specialty restaurants. There is a charge for any wine other than the house wine. The wine menu is in pesos only and the staff did not specifically state there was a charge for wine. They tell you about each wine and are vague about prices. If it's your first day there you may not realize this is not all inclusive. We had a confused family member given a bottle of wine without being specifically told there was a charge at the Japanese restaurant. Once we realized there was a charge, the staff told us it was already purchased even though it wasn't opened. The couple next to us asked the same staff member how much the bottle was in US currency and told it was around $6. We were surprised to find at checkout that the bottle was $45 in US currency. I'm sure that couple was in for a surprise as they asked several times if that was the US price before ordering the same bottle we had and were assured it was by the waitress.

The positives are the grounds, everything is very clean and well maintained on the outside. The pools are spacious and nice. The beach is clean. Many people reserve the better chairs and palapas all day and are not there even though it says this is not allowed. Staff does not enforce this.

Kayaking, snorkeling and catamarans are included with some exceptions. You cannot use the catamarans unless you know how to sail or take a lesson which costs $45. Kayaks are limited to 1 hour per day. Snorkel gear is included but only if you use it in front of the resort and there is nothing to see there. Bring your own set and walk 10 minutes down the beach past the Sandos to an artificial reef with lots of fish to see.

Drinks are good, but ask for specific brands or they use local liquor. The lobby bars have the best selection. Also email to request your guaranteed ala carte restaurants in advance if you have a larger group and want specific times or dates. Some of the restaurants book quickly. You can schedule additional restaurants the day of if there are cancellations.

Overall, decent stay, but make sure to inquire about prices in the specialty restaurants before ordering any wine and don't expect room requests to be honored.

Room Tip: Rooms near the pool on quetzal side are noisy at night due to Riu next door.
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  • Stayed August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
7 Thank Shepherd0202
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 26 August 2014
Dear guest,

We would like to thank you for choosing our resort IBEROSTAR Tucan & Quetzal and for sharing your detailed review about your holiday experience.

Thank you for your positive remarks about our wide selection and quality of food at our buffets and a la carte restaurant. We are also very pleased to know that you enjoyed our well maintained grounds, large pool area and astonishing beach.

On the other hand, we offer our apologies in regard to the check-in process; our Management has been working on the implementation of a new software that will speed up the check in time. As it involves various factors, the results should be noticeable with time. Moreover, we would like to mention that our Front Desk team is unable to guarantee any room assignations in advance, nevertheless they work incessantly to fulfill our guests’ requests.

As per your A/C, we are sorry about the issue described. Our team is always happy to assist our guests so please do not hesitate to report any problem.

Regarding the wine, please accept our apologies for any misunderstanding and let us mention that we have a wine list that shows the wines that are included in your all-inclusive package and the wines that are not, with their price. Your feedback will be shared with the Food & Beverage Management to avoid these kind of issues that are understandably so upsetting.

We hope to have another chance to host you again at our resort or any resort IBEROSTAR worldwide.

Kind regards,
Quality Manager
IBEROSTAR Mexico
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Montreal
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 16 August 2014

The site was paradisiac, the hotel's personnel was very nice, the food excellent, the beach fantastic, but three concerns;
first we had bugs bed that ruined the end of our trip !?! s
econd why such an high level hotel can't offer free wifi for its clients ?!?
and third, even if we have 5 restaurant's reservation in our package deal, we just had 3 of them because there was no place available ...

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
1 Thank JME288
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 23 August 2014
Dear guest,

We would like to thank you for sharing your comments and suggestions regarding your holiday experience at our resort IBEROSTAR Tucan& Quetzal.

We are thrilled to know that you were pleased with our facilities and that you had a wonderful time with us and we thank you for your compliments about our immaculate grounds, delicious cuisine, friendly staff and beautiful beach.

Nevertheless, we are saddened to hear about the incident in your room. Our team constantly check the rooms to ensure they are in perfect condition, and these are fumigated once a week, and our public areas every day. We encourage our guests to inform immediately our Public Relations Department when any issue arises in order to act rapidly.

Regarding WiFi, thanks to our guests’ recommendations we recently made an investment to introduce this service in all areas of all our resorts, for the most accessible price.

Lastly, we kindly inform you that our guests are able to make dinner reservations prior to their arrival by sending an email to our Public Relations Department. We recommend doing that or as soon as possible upon arrival, as they are very popular and the time of your preference might not be available. We are sorry for the inconvenience.

Once again, thank you for your review! We hope to have the honor of hosting you again at our resort IBEROSTAR Tucan & Quetzal.

Best regards,
Quality Manager
IBEROSTAR Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bangor, United Kingdom
Level Contributor
244 reviews
69 hotel reviews
common_n_hotel_reviews_1bd8 217 helpful votes
Reviewed 14 August 2014

We have just spend 11 glorious days at this hotel.
Staff at the reception were absolutely lovely and ensured that the room allocated to us was suitable to our needs. We had requested a room in a block nearer the beach and this is what we had.
1. Room
We were allocated a room in block 21 which is very near the beach. We had a king room and it was colourfully decorated with warm colours. There was a chair and a separate seating area for chilling out. Also there was a flat screen television in the room with a multitude of channels but very few in English. In addition, there was a coffee/tea maker and a well stocked fridge/mini bar (soft drinks and beer). Other room amenities, included a safe, an iron and ironing board, large wardrobes and a full length mirror. Having read previous reviews we had taken some clothes hangers with us.
The bathroom had a shower but no bath and complementary toiletries were restocked often. If you wished any extra drinks for the mini bar or water we just left a note for the cleaner (who was exceptional - Adeilade) and she fulfilled our request. It was a adequate shady balcony and we did experience some problems trying to dry clothes after they had been washed. We did not use the laundry service and prices were relatively cheap.
The Beach
The beach was excellent. The beach seems to have been subdivide into three areas, namely, the Quetzal frontage beach, the Tucan frontage beach and the central frontage beach. The Tucan beach was more shaded with palm trees while the there was no palm trees on the Quetzal side. There were plenty of fixed parasols but the hotel also provided large umbrellas for sun beds that had no shade. The beach had an excellent bar facility including waitress service. There was also two restaurant which served a limited but adequate breakfast/lunchtime food. The beach was lovely especially early in the morning when it could be pretty deserted. The sandy beach was clean and when we had a large deposit of seaweed on it the staff quickly cleared it away. The sea was both clean and full of fish. Very enjoyable! We were honoured to see baby turtles which had been hatched in front of the hotel being released into the sea by the hotels biologist. This made our holiday even more special.
The Gardens
The gardens were designed with conservation in mind and the animals who lived there were treated very well. There were waterfalls, pools, wooded walkways and forest cover. We saw monkeys, turtles, peacocks, toucans, a swan and flamingos to name just few.
Restaurants
There was a large restaurant which was ocated near reception. As this hotel is closely associated with the Tucan hotel you may use their main restaurant as well. Sometimes at lunch only one of the main restaurants was open. At breakfast the choice of food was very good - from an American breakfast to a continental breakfast, from healthy options to cakes and croissants. There was also a good choice of fresh fruits including freshly made juices. The chefs made omelettes and fried eggs to order.
Lunch and dinner arrangements were also very good with a great selection of salads, hot and cold meats, pastas, traditional Mexican Dishes and desserts.
During our stay we were also fortunate enough to visit all 5 a la carte restaurant.
I thoroughly enjoyed the Japanese especially the sushi starter and the teppanyaki was not overly salty. At the Italian I certainly enjoyed the antipasti and most of our friends enjoyed their main courses except for the carbonara and calzone. The Mediterranean served very good fish and I did enjoy the tuna steak. The Mexican I found to be a little disappointing. I found the food to be rather bland in comparison with Mexican meals eaten outside the hotel. The steak restaurant was excellent and the steaks were succulent and cooked exactly to our specifications. The staff in all restaurant were attentive and very pleasant.
The Bar
The bar staff were very attentive. Overall drinks quality was good but we did specify premium brands. The beer was very nice and we enjoyed the rose wine very much. Some of the cocktails we enjoyed included Cosmopolitans, Margaritas and crazy frogs. The nigh club was a little loud and the music was rather repetitive.
The Pool
There was a large pool area. We did not use the pool often but were very pleased to see a separate pool bar that was not connected to the main pool. We also found that the rectangular pool was a good choice for a morning swim as it was shaded and the water gave you relief form the heat.

The only negative comment I have re the hotel is the cost of wi-fi. For a 11 days it cost £52 for two devices (1 device for 7 days and the other for 10 days). A 5* hotel should give all its guest complementary wifi (as there is in the Iberostar Cancun). On the other hand wifi was extremely efficient in all areas.
We would thoroughly recommend this hotel to couples, friends and families. We do though have reservations for guests that have mobility needs, although we did see older guests being transported in golf buggies.

Room Tip: We asked for blocks 21, 22 and 23 as they are nearer the beach. My request was granted. If you wan...
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  • Stayed July 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
9 Thank cymrobangor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 23 August 2014
Dear guest,

On behalf of the General Management of IBEROSTAR Tucan & Quetzal, we would like to thank you for your detailed and valuable review.

It is great to know that you had eleven marvelous days at our resort and we are very pleased to read that you received a great welcome by our Front Desk Team. Our Front Desk staff is always looking to fulfill our guests’ requests whenever possible, so they will be very happy to learn that you were completely satisfied with your room location and its amenities, especially Adelaide.

Our Executive Chef will be very excited to be told that our large selection of food throughout the day at the buffet and at night at our a la carte restaurants exceeded your expectations. Your suggestion regarding the Mexican a la carte restaurant will be shared with the Chef for further improvements.

At IBEROSTAR, we are very focused on the preservation of our natural environment so we are delighted to know that our jungle and beautiful pool and beach area were of your liking.

Last but not least, we appreciate your recognition for our excellent Wi-Fi service and we would like to mention that thanks to our guests’ recommendations, we recently introduced this service in all areas of the resort.

It was a pleasure for us to have served you and we hope to have the honor of hosting you again at our resort IBEROSTAR Tucan & Quetzal.

Kind regards,
Quality Manager
IBEROSTAR Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cheltenham, United Kingdom
Level Contributor
40 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 14 August 2014

Stayed at this hotel with my girlfriend for 2 weeks in July, booked via Thomas Cook.

I've based my rating on the actual hotel and then added more information on the Thomas Cook aspects at the bottom of the review.

The location of the hotel is excellent in a secure complex of hotels and private condos and the hotel is right next to the beach with the added bonus of having the jungle area in the hotel with the monkeys, flamingos etc.

The room was nice and spacious and had an all inclusive mini bar which is restocked every other day, the only problem we had with the room was the sleep quality due to 2 things, one being the aircon sounded like it was going to blow up all night rattling away making loads of noise and the other thing is the hotel next door playing really loud music all night long.

Room was kept clean throughout the holiday and the maid did a good job and made a different animal with the towells every day which was pretty cool.

The food was good and service was quick, plenty of selection and food can even be delivered to your room for free via the room service!

Onto Thomas Cook, the transfers were terrible, took over 2 hours on the return to the airport which is only 25 miles away from Playa del carmen!

Booked numerous trips through TC including Chichen Itza, Tulum, Coba, Paradise Island & Coco Bongo. For Chichen Itza, Tulum & Coba, if there are more than one of you going then I'd suggest getting a taxi and it would probably be much cheaper and quicker! Was a bit dissapointed with the paradise island tour as it was very expensive and there's not really anything special about the island!

  • Stayed July 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
2 Thank Adam D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 23 August 2014
Dear guest,

First of all, we would like to thank you for your taking the time to write your observations regarding your stay at our resort IBEROSTAR Tucan & Quetzal.

Our privileged location offers our guests the opportunity to explore our tropical wildlife and enjoy the paradisiacal blue Caribbean ocean. We are very happy to know that you had a great and relaxing time with us.

Thank you for your kind compliments about our rooms, its amenities and its cleanliness. However, we are sorry for the inconvenience caused by the noise of the A/C. We encourage our guests to inform the Housekeeping Department or the Public Relations Department with any issues so that we can fix those as soon as possible.

Your praise about our cuisine will make the Executive Chef very excited to keep striving for the delivery of excellent quality levels.

Once again, thank you for your great review. We are looking forward to hosting you again at our resort IBEROSTAR Tucan & Quetzal.

Best regards,
Quality Manager
IBEROSTAR Mexico
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Surbiton
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 14 August 2014

We booked this holiday on a whim and went of prior reviews and monkeys :-)
This hotel is beautiful its a mirror of the Tucan which you can cross over easily too, Both have a similar feel, colonial exotic style, The Quetzal has a waterfall over the Tucan where as Tucan has some appartments overlooking the foresty part later in my review
The grounds have flamingos, monkeys, iguanas, lizards, these mammal things, friendly racoons, exotic birds freely roaming the lovely grounds
Rooms are fantastic, free mini bar, cleaned impeccably every day, room service 11 - 11 its incredible!!

Food choices are brilliant, pools beautiful, people lovely tip if you like but they don't expect and don't loiter .... the most friendliest people I have encountered they cant do enough for you....book this hotel its close to all activities XPLOR, scuba, LAhabna, Cenotes as well as others, Xerat, Dolphins, Tulum, Coba ruins, Wahle shark tour.
We took taxis to most of out trips driver for the day. Nice and easy

I highly recommend this hotel remember the Quetzal is mirrored by the Tucan they are basically the same hotel with apartment blocks either side of central receptions at front, then eating halls, interconnected by pathways with water features then onto a forest walkway lots of animals and very nicely lit for the evening onto a large pool area, adults bar pool to beachside restaurant and beautiful sandy beach

Warren Brown

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar

Helpful?
3 Thank Warren B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 20 August 2014
Dear guest,

On behalf of the General Management of IBEROSTAR Tucan & Quetzal, we would like to express our sincere gratitude for your taking the time to share your remarks about your holiday experience. We are pleased you had such a pleasant stay.

We value very much your compliments about our gastronomy and our beautiful grounds, including our large pool area; and we are also pleased to know that you were happy with our friendly staff.

It would be a pleasure for us to host you again at IBEROSTAR Tucan & Quetzal.

Kind regards,
Quality Manager
IBEROSTAR Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ontario, Canada
Level Contributor
45 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 12 August 2014

We stayed at the Iberostar Quetzal for a week in April 2014. This was probably my favourite vacation to date. The resort is gorgeous and there's little animals running around everywhere. Try not to get a room near the lobby though, the peacocks are annoying in the morning.
The food was great at all the A la Cartes.
The beach is awesome and the bartenders remember you. Further there's good service actually at the beach.
I'm in my early twenties and i felt like I was young at this resort. The crowd appeared to be more family oriented and an older crowd.

Playa Del Carmen is a nice small gated community and I felt very safe walking around the streets. Although you are technically in a "bubble".

Overall I really liked this resort and would go back in a heart beat.

  • Stayed April 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank Chris D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quality manager I, Quality Manager at Iberostar Quetzal Playacar, responded to this review, 20 August 2014
Dear guest,

First of all, we would like to thank you for choosing our resort IBEROSTAR Tucan & Quetzal and for posting your holiday experience.

We are delighted to know that this was your favorite vacation and we truly appreciate your remarks about our grounds and wildlife. Our beach is truly a perfect place to relax and enjoy the sun or to see the beautiful sunset.

It is lovely to read that our bartenders and our excellent service made your holiday even more special. Our Executive Chef will be very pleased with your compliments about our cuisine.

It would be a pleasure for us to host you again soon at our beautiful paradise IBEROSTAR Tucan & Quetzal.

Warm regards,
Quality Manager
IBEROSTAR Mexico
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 Iberostar Quetzal Playacar

Property: Iberostar Quetzal Playacar
Address: Av Xaman-Ha. Lote hotelero No. 2, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Beach Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#15 Green Hotel in Playa del Carmen
#22 Top resorts Hotel in Playa del Carmen
#30 Family Hotel in Playa del Carmen
#30 Spa Hotel in Playa del Carmen
#31 Romantic Hotel in Playa del Carmen
#32 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Iberostar Quetzal Playacar 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. A watersports and diving paradise. Sub- tropical mangrove swamp. Great gastronomical variety. ... more   less 
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Also Known As:
Iberostar Quetzal Playacar Hotel Playa Del Carmen
Iberostar Hotel Quetzal Playacar
Iberostar Quetzal Playa Del Carmen
Iberostar Quetzal Playacar Mexico/Riviera Maya - Playa Del Carmen

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