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“Awesome time in Playacar!!”

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Iberostar Tucan Hotel
Ranked #40 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Monroe, Ohio
Level Contributor
19 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Awesome time in Playacar!!”
4 of 5 bubbles Reviewed 9 June 2014

To start off...check-in was a breeze. Nice changing area if you arrive before check-in as we did. Room 1447 is very clean and roomy. Housekeeping does a fabulous job. Stand-in shower, no tub. Mini frig stocked daily. We had a firm king sized bed. Our balcony faced the jungle so we were greeted every morning by the howler monkeys =) The food is very good for an all-inclusive. The buffets offer a good variety at both breakfast and dinner. We ate at the Japanese, Italian and the Steak House, all were very good. You can ask for 2 entrees as they are on the small side. Very large pool with plenty of loungers. We never had that hard of a time finding shade by the pool. Beach is wide and beautiful. Probably the best I have seen in Mexico! Great entertainment team to keep you busy from morning til midnight. Honestly I don't see where they get the energy!! The only reason I didn't give it 5 stars is the lack of air conditioning in the restaurants and the theater. Other than that this resort is top-notch!! I would return and recommend Iberostar Tucan!

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank A Fish Out of Water
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 review, 16 June 2014
Dear guest,

On behalf of the Management of IBEROSTAR Tucan & Quetzal, we want to thank you for your detailed comments and observations on our resort. We are very happy to have contributed to making your vacations with us unforgettable and enjoyable.

Thank you for highlighting your quick check in, cleanliness of your room and amenities. We also would like to thank you for your praise about our gastronomy at the buffets and a la carte restaurants, our Executive Chef will be very pleased to receive your kind words. We appreciate your remarks on our large pool and beautiful crystal beach.

Our Entertainment Manager and his team Star Friends do an amazing job entertaining our worldwide guests and we are glad that you enjoyed their activities.

Regarding the air conditioning we are sorry for any discomfort you might have had. Our resort is mostly outdoors to integrate into its surroundings. We have 2 a la carte restaurants with air conditioning for our guests' comfort. In any case, we will make sure that the Management receives your kind suggestion.

Once more, we thank you for your review and we will be very happy to host you again in the near future.

Sincerely,

Quality Manager
IBEROSTAR Mexico
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6,325 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Level Contributor
71 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
5 of 5 bubbles Reviewed 8 June 2014 via mobile

We stay in this wonderful place a week, after a maya tour . Everything was in a perfect combination of very high quality hotel and family hotel . We want to come back in the future with all the family to enjoy the experience with my sons

Stayed July 2013, travelled as a couple
Helpful?
4 Thank Trumanus
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 review, 16 June 2014
Dear guest,

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

We are very much pleased to know that you had a wonderful time at our resort and to know that we exceeded your expectations.

It would be a pleasure to welcome you and your family back in the future to our resort IBEROSTAR Tucan & Quetzal for another unforgettable holiday.

Warm regards,

Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ainsdale, United Kingdom
Level Contributor
57 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
5 of 5 bubbles Reviewed 8 June 2014

My boyfriend and I have just returned from what we can only describe as the best holiday ever. We read lots of reviews before choosing to book the Iberostar Tucan and it definitely exceeded our expectations after some of the negative reviews on here (which I must say I disagree with). We were smiling from the second our coach dropped us off, the lobby is open plan and grand, check in was simple and we were given a juice cocktail drink as a welcome before being driven to our room.

Rooms: I had e-mailed the hotel prior to our arrival to request a kingsize bed and a jungle view (as my boyfriend loves animals) and they gave us exactly that. The room was lovely and spacious, agree with the reviews that they are quite basic but they have a traditional feel and had everything we needed. We couldn't have asked for a better located room, we were in block 14 and were right in between the buffet restaurants and night theatre and the beach. We were also visited by 5 or 6 howler monkeys every single day on our balcony which made the holiday for us (definitely request block 14 on top floor if you want to see the monkeys). Rooms were cleaned daily and mini bar was always filled up. We loved the little animals the maid created with the towels on our bed each day.

Surroundings & entertainment: The surroundings are beautiful as everyone has already mentioned, a jungle with more animals than you would imagine, gorgeous large pool, beautiful beach with crystal blue water and white sand. We had no problem reserving sun loungers (even when turning up in the middle of the afternoon) and always got a lovely spot near the music and activities. There was something to do all day including yoga, aqua aerobics, zumba, dance lessons, bingo, jenga, darts etc etc. The entertainment team 'the star friends' were amazing and worked flat out all day, thank you to Angie (and willy), Karlos, Maurico, Ary and others for filling our holiday with so much fun. The shows were good and we enjoyed watching them however they were all repeated on our 2nd week meaning we had seen most of them after 7 days of our stay. This wasn't a problem as we enjoyed going for drinks in Playa Del Carmen but may have bothered others. There was also a nightclub on site which was lovely and air conditioned and we had a laugh each time we ended up in there. They also played the big football games in the club during the day much to my boyfriend's delight so he was able to watch the Champions League Final which was a great laugh and had a great atmosphere.

The food and drink was brilliant, extensive choice of both all day. We thought the buffet restaurants were great (especially for breakfast) and we had lunch in the beach restaurant most days which had nachos, hot dogs, burgers, sandwiches etc. Tried all of the al a cartes which were also great (we booked and reserved via e-mail to save hassle whilst there)! Although the Japanese was a great experience due to them cooking in front of you we both agreed the nicest food was definitely in the steakhouse and the tropical. Didn't try any late night snacks as was always full of cocktails by that time but food is available into the early hours of the morning if wanted. Service in all restaurants/bars was also friendly and great.

We booked several excursions whilst there through our Thomson rep Pablo (who was great) and enjoyed them all: Xel-Ha, Xplor, Coco Bongo (which is a must!!). We also went jet skiing which was cheaper than we had experienced on any other holiday think it worked out about £30 for 30mins.

We only had 2 criticisms whilst there and they were the Wi-fi and the live music. We ended up purchasing over a weeks worth of Wi-fi whilst there to Skype family and listen to music etc around the pool and on the beach and this worked out to be quite pricey. Wi-fi should definitely be included in a hotel of this standard and I know this is something the majority of guests feel. Secondly, we booked this hotel as it said there would be live bands as well as the entertainment show but we didn't see one live band throughout our 14 day stay which was disappointing because we love live music and singing whilst having drinks at night. When we asked the Star-friends they said that the band were on vacation for 15 days. I don't understand why there was not a replacement band whilst the others were away if this is the case seems unfair to guests that were there during that 15 day period?

We met lots of different people whilst there and had a laugh with them all. There were also numerous people on their 3rd, 4th, 5th visit to the hotel which is obviously a sign of a great hotel. Playa del carmen is £3.50 in a taxi and we really enjoyed eating out, trying the bars and shopping in the town. (Make sure you try Fusion on the beach during the evenings).

We had a great time and would not hesitate to recommend to others or return ourselves. We travelled from the 16th-30th of May and also had 14 days of sunshine. Thanks Tucan!

Room Tip: The monkeys were on our balcony daily so ask for block 14 with jungle view if you want to experience...
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
10 Thank Kate R
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 review, 16 June 2014
Dear guest,

We thank you for your comments and suggestions about our resort IBEROSTAR Tucan & Quetzal and for sharing your holiday experience.

We are very happy to know that you had a wonderful time at our resort.

We value your remarks about our quick check in service and we are glad to know that our front desk team was able to fulfill your request. Additionally, it brings us great joy to know that you liked your cozy and clean rooms and the little animals that housekeeping made for you with the towels. We are also very pleased to know that you had a unique experience with the howler monkeys at your balcony.

Thank you for praising our beautiful tropical jungle, our huge pool and gorgeous crystal blue beach. We particularly appreciate your praise about our Star Friends team, especially Angie, Willy, Karlos, Mauricio and Ary. They do an energetic and enthusiastic job every day to entertain our beloved guests and we are happy that you enjoyed our different activities proposed by them including the night shows and the disco.

We appreciate your observations about the great variety of food and drinks offered. We are focused on offering fresh top quality ingredients to our guests. Our Chef and his team will be pleased to receive your kind compliments.

On the other hand, we offer our sincere apologies regarding the music; we already forwarded this matter to the Entertainment Manager for future improvements.

Furthermore, thanks to our guests' suggestions we recently introduced Wi Fi at the resort and our Management team has been working on offering the most accessible prices. Your suggestion has been forwarded to the Management.

Thank you once more for your great review and suggestions and we hope to have the pleasure of hosting you again at IBEROSTAR Tucan & quetzal for another memorable vacation.

Best regards,

Quality Manager
IBEROSTAR Mexico
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Manalapan, New Jersey
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
1 of 5 bubbles Reviewed 7 June 2014

Never ever again will go to Iberostar Tucan in Mexico!!
My husband, I and our friends we all are so disappointed of this hotel!! We had our vacation there back in May. Our friends for more then 8 years used Iberostar in Dominican Republic. But for all of us was first time we stated in Iberostar Mexico and absolutely will not recommend to nobody.
When we checked in our friend bought internet, he was going to pay it right away but they said No, that the bill will be available at checkout. The receptionist explained to him and to me that for 4 days of internet he will pay only $28 and he can get passwords for as many devices he needs. He took 4 passwords as they were 4 people and signed the agreement where at the bottom was clearly stated that the total will be $28.00 and the internet is registered under his room.
When we checked out the hotel gave him a bill in the sum of $112.00. We told them that the person that checked us in didn't explain that they will cover $28.00 for every day and beside that the agreement that he signed said that there was a total of only $28.00. The receptionist did not want to cooperate and give some discount. clearly it was a trick from hotel just to get people"s money. My friend gave up and paid those fees and then the receptionist tells me that I also have used internet for my room which has to be paid. I was very surprised case I did not request internet and did not sign any agreements. I asked the receptionist to show me any papers signed by me for the internet. And the receptionist " by the way his name is Ivan" was ignoring everything that I was telling him. We had no time to wait for him while he was taking his sweet time cause we were already late for the plain. We asked the receptionist "Ivan" to call the manager but he said he is the manager and will not call nobody!! I asked him nicely again to call the manager and he refused. At that point we was so frustrated that we started to panic and yell for manager to come out. And there he came, so apparently there was a manager!! Receptionist started to explain to the manager "in Spanish" that I'm refusing to pay for used internet. And I asked the manager also in "Spanish" if I did not sign any papers for internet under what basis they want to charge me? Then he looked at the receptionist and told him again in Spanish to check us out. Nobody appologised for all the inconvenience!!

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Nadejda S
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 review, 17 June 2014
Dear guest,

On behalf of the General Management of IBEROSTAR Tucan & Quetzal we would like to thank you for taking your time to share your comments.

First of all, please accept our sincere apologies for the misunderstanding with the cost of our internet services. When our guests approach the Front Desk requesting this service, the staff gives details of the cost. When the password is given out, we confirm details including that each password is valid for one device, the period of time it can be used for and its price. Our guests sign a document for each passport to ensure the information is clear and understood. Our Front Desk Manager will be looking into options to avoid any future similar misinterpretations.

We would also like to take this opportunity to inform you that at our Front Desk there is always a Manager on Duty who is able to offer you a proper explanation or solution according to the issue presented. We recommend our guests to go to the Front Desk with enough time in advance to check out and avoid stressful situations. In any case we apologize about the whole issue and we assure you this has been reviewed by our Management.

We hope you enjoy your future travel experiences.

Sincerely,

Quality Manager
IBEROSTAR Mexico
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
3 of 5 bubbles Reviewed 6 June 2014

Booked ocean front room and got a view of a palm tree! Adult pool bar closed for 2 days. Pool service was horrible! 2nd time here and the last!!! Customer service has went down and staff doesnt seem to care!

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Dwright30253
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 review, 11 June 2014
Dear guest,

We appreciate the time you took to write your observations to our resort IBEROSTAR Tucan & Quetzal.

Please accept our sincere apologies regarding the room assignation, our Front Desk Manager does his best to fulfill all the requirements of our guests, but this depends on availability upon your arrival, and sometimes we are not able to fulfill them all.

We are sorry for any inconvenience that the temporary closing of the adult pool bar may has caused. It had to be closed because of the torrential rains and for the safety of our guests. After the rain it was reopened. We also would like to apologize if the service was not up to your expectations, and your suggestion will be worked on by the Management.

This being your second time with us, this is not the memory that we would have liked you to take back home and we wish to have another opportunity to host you at any of our IBEROSTAR resorts to regain your trust.

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
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
2 of 5 bubbles Reviewed 6 June 2014

Just got back from this resort on the 5th of June . Not a good experience at all too many children let unattended cost us too much for this. The swim up bar pool was closed many days of our vacation mind you the only pool for adults only closed due to rain however the other pool was open which had many children. The pool service was the worst we have ever had and this is the 15th year doing all inclusive vacations for us. It lacks a lot for the money even our private transportation was late picking us up to go home. Very disappointed I suggest you never look into this resort.

Room Tip: Don't pay for ocean view rooms like we did all we could see if tops of palm trees
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Teresa W
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 review, 11 June 2014
Dear guest,

We would like to thank you for taking your time to share your comments on our resort IBEROSTAR Tucan & Quetzal.

We are sorry to read that you experience at our resort was not satisfactory and we would like to take this opportunity to clarify that our resort is a family oriented resort, but we also have spaces where adults can relax.

Our swim up pool bar was closed due to the torrential rains and for the safety of our guests. After the rain, the swim up pool bar was reopened. We apologize for any inconvenience that this may have caused. We also would like to apologize for the pool service and your suggestion has been forwarded to Food & Beverage Manager for improvements on the service.

Once again, we thank you for your suggestions and we wish to have another opportunity to welcome you at any resort IBEROSTAR worldwide.

Sincerely,

Quality Manager
IBEROSTAR Mexico
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chesterfield
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 6 June 2014

First time traveling to Mexico , I can say it won't be the last . The Tucan is a superb hotel resort right in the middle of the Playa Car gated community. Resort units set within a well maintained tropical woodland right down to the beautiful white sandy beach.

The staff were very friendly and attentive , the food was excellent and all hours. The room was spacious , clean , excellent service.
The in resort restaurants were very good though booking into them in advance means a spontanious choice isn't possible without a good amount of luck.

Venturing into town is easy, the local bars and restaurants good.

The dive centre Dressel were excellent

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank docOlly
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 review, 11 June 2014
Dear guest,

We are delighted with you compliments and we would like to thank you for taking your time to share your holiday experience at our resort IBEROSTAR Tucan & Quetzal.

We value your kind observations to our tropical jungle and beautiful beach area. We also appreciate that you highlighted the friendliness of our staff, the great quality of food at our a la carte restaurants and buffets, our comfortable rooms and the service in general. We will make sure that the Diving center receives your kind words.

We are very honored for meeting your expectations and it would be a great pleasure to host you again and offer you another memorable holiday experience.

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
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Additional Information about Iberostar Tucan Hotel

Property: Iberostar Tucan Hotel
Address: Avda Xaman-Ha, Lote Hotelero | Fraccionamiento Playacar Nro 2, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Swimming Pool
Hotel Style:
#13 Family Hotel in Playa del Carmen
#15 Green Hotel in Playa del Carmen
#22 Top resorts Hotel in Playa del Carmen
#25 Romantic Hotel in Playa del Carmen
#30 Spa Hotel in Playa del Carmen
#31 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Iberostar Tucan Hotel 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. Specially recommended for honeymooners. Varied, colourful entertainment programme. Large pool area. ... more   less 
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Also Known As:
Iberostar Playa Del Carmen
Iberostar Tucan Mexico
Iberostar Tucan Playa Del Carmen
Playa Del Carmen Iberostar
Iberostar Tucan Quetzal
Iberostar Tucan Playacar
Iberostar Tucan Hotel Mexico/Riviera Maya - Playa Del Carmen

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