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Located directly in Playacar, about 3 km from Playa del Carmen and less than an hour from Tulum, Iberostar Waves Quetzal will leave you amazed with its facilities in the middle of the jungle, beautiful views of the Mexican Caribbean, and above all with its warm service. Iberostar is committed, among other initiatives, to preserving our environment by eliminating single-use plastics through its Wave of Change movement. This 5-star resort protects a fragment of tropical rainforest and, with the help of its biologists, takes care of the endemic fauna of the region.
In its specialty restaurants, buffets and snack bars you can enjoy the different flavors of Mexican and international cuisine. Also, you will have the opportunity to relax in the different pools, the Sensations Spa or enjoy live shows in the main theater. The little ones will also enjoy great moments of fun at Star Camp. Enjoy this unique experience with your family.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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Nestled in a picturesque jungle setting, the Iberostar Waves Quetzal is lauded for its proximity to the beach and the serene atmosphere that many guests find ideal for relaxation. While the rooms are spacious, some travelers mention they could benefit from modernization and better A/C functionality. The hotel's amenities, including its wildlife-rich grounds and beach, are generally well-received, although there's room for improvement in dining options and maintenance.
Despite the high prices for certain upgrades and services questioning the value, the unique jungle vibe and the attentive staff often leave a positive impression, although service consistency could be enhanced. Cleanliness is commonly praised, but attention to maintenance and housekeeping details occasionally misses the mark.
Location
Picturesque
Atmosphere
Inviting
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Satisfactory
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Overall - amazing place. Pros: beautiful grounds, amazing jungle area where one can see lots of monkeys, peacocks, agoutis and birds. Very nice beach with no rocks or seaweed which we found at other hotels in Mexico in the past. Grounds and room were clean. Food was amazing, we all found something we liked everyday. Drinks were very good. Majority of staff nice and friendly. The bracelet you get is also the room key which we loved! Cons: First disappointment came upon check in. I specifically booked the Iberostar Tucan hotel about 7 weeks before traveling. Debated between Tucan and Quetzal but told the travel agent (SelloffVacations) that I want Tucan. Upon arrival at the hotel, we were informed that the Tucan hotel rooms are all full and we will be staying at the Quetzal side. We were not happy, but nothing we could do. We waited 2 days after arrival to book restaurants - only managed to get 1 reservation at the Italian restaurant - overall good food and nice atmosphere, although when we were seated no-one explained anything so we sat around for maybe 15 mins waiting to order the appetizers etc from the menu card, and when I asked one of the waiters when we can order she said we get them ourselves from the buffet in the middle. The water in the main pool was deep, only 2 areas of the pool were shallower. I'm 170 cm tall and had to tip toe around the pool to keep my head above the water and in some areas could not touch the bottom. I can swim so it wasn't the worst thing in the world, but it wasn't very pleasant when I tried to play ball with my daughter or relax. We stayed in room 2823 - right by the lobby. Room was very loud in the evenings until about 11 pm from the karaoke/shows. Didn't bother us bad enough to pay 300 US $ to upgrade to a room closer to the middle of the resort, but if we had a small child or liked to go to bed early, we probably would have had to do that. A lot of activities offered were at extra cost and the prices were out of this world. Evening show on the beach (fire show) $65 US pp. Temporary small tattoo of a skull $80! Massage (1 hour I believe?)- $230 US. And the list goes on. The phone in the room does not work, so no way to call the reception etc. The tv in the room also does not work (normally we don't watch tv on vacation, but when we were there, it rained daily and we had to hide in the room for hours sometimes. Good thing we brought card games and phones, otherwise would not have much to do). The evening shows were mediocre. The people in the lobby tried to get us to come to the Time share presentation. Would leave notes under the room door and get us to fill out questionnaires at the lobby. When we said we would definitely not go to it, they left us alone though. Resort is eco friendly, which means no smoking anywhere except several dedicated areas. I personally loved that, however my husband who enjoys having a cigar on vacation while having a drink in the lobby or on the balcony in the evenings - did not.
Overall, we would recommend this hotel and we had a good time. Would probably return if the price is right.
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Date of stay: December 2023
Value
Location
Service
Trip type: Travelled with family
Room Tip:Pool is deep so if you're not a swimmer, bring a floatie.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Marketing at Iberostar Waves Quetzal
Responded 19 Dec 2023
Dear guest, First and foremost, we would like to thank you for choosing Iberostar Tucan & Quetzal on your most recent vacations. It is great to know that overall you enjoyed a good time in our beautiful facilities. Also, we are delighted to read that our culinary offer has exceeded your expectations. On the other hand, we regret to know that you had some inconveniences at your check in. It is important to mention that we cannot interfere with the travel agency’s payments, rates, policies. However, our staff will always do everything in their hands to assist our guests the best possible way. In the future, we kindly invite you to book your vacations directly through our website or call center. Our team will be glad to assist you and customize your vacation according to your preferences. Also, we sincerely regret that your room did not live up to your expectations, as we do try to take care of every detail so that our guests enjoy their stay with us. We strive daily for complete customer satisfaction. We assure you that our Maintenance and Housekeeping departments follow a strict maintenance program in order to keep our rooms in tip-top conditions, however, we will pass on your comments to the proper department for their consideration. Furthermore, we are saddened to know that our entertainment program was not to your liking.Our Star Friends team work with great enthusiasm and make a significant effort to satisfy our guests. We will send your impressions to the proper department. We thank you for sharing your observations and we will be honored to welcome you once again. Sincerely, Quality Manager Iberostar Tucan & Quetzal
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We visited here a week ago with our 2 teenagers 15 & 10. We were thoroughly impressed by the cleanlinless of the facility. That includes our rooms and also cleaning the seaweed off the beach. We stayed on the Quetzal side in the 2100 block on the 3rd floor. FYI there are no elevators. We had a king bed with a cot and a sofa bed and it was fine for our family. Beds were comfortable. In comparison to other resorts we have stayed in the walls were quite thick and we could never hear anyone on either side of us. Housekeeping service was good at first but gradually seemed to decline a bit towards the end of the week with no refills for shampoo, body wash, bar fridge, etc. My teens were disappointed in the lack of towel animals (even after a big tip). We thoroughly enjoyed the food at the buffets including the late night snacks with pizza. Lots of food, good quality, variety and quantity. The 3 a la cartes were amazing but the Japanese was definitely the best and most appealing of the 3, then the Italian was a close second followed by the Steak house which was good but not as good as we were hoping. One night our youngest daughter was ill and they allowed us to create a plate of food from the buffet and they took the plate of food right up to our room for her. The beach was clean as they work hard to remove debris and seaweed and they rake it daily. The beach bar server there, Ofelia, is amazing. She works so hard and deserves a raise! We were always able to find a nice spot with some shade and it was also close to our room and close to ice cream, Uxmal buffet, bar and snack bar complete with burgers, fries, hot dogs. The only thing was that it was windy and made for great waves but unfortunately could not go out snorkeling because it was too wavy. Every day they do a different food item cooked right on the beach with 2 huge pans. One day it was seafood paella, another tacos, etc. Our teens thoroughly enjoyed the eco system in the middle between the 2 resorts with a really nice walk way, with a ton of animals like monkeys, peacocks, tortoises, iguanas (could not see any), coaties, tucan, parrot, etc. The evening entertainment really wasn't that great. The only excursion we took part in through Sunwing was the complimentary shopping. What was told as 4 hours turned into 5 hours, much to our children's boredom. The catch is that at first you have to go to a jewellery store, then a tequila shop, then finally to 5th avenue. Yes, it's free, with the shuttle, but would not really recommend this excursion. The resort overall was great. Would go again. They also had a craft painting area which my one daughter enjoyed. The pool however was far too deep for my younger daughter and rather cold! Other than that, had a great time. Would return.
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Date of stay: January 2020
Location
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager I, Quality Manager at Iberostar Waves Quetzal
Responded 20 Jan 2020
Dear guest, We are really pleased that you had such a fabulous holiday with us and we want to thank you for sharing your wonderful experience at Iberostar Tucan & Quetzal with others. As we work hard on a daily basis to exceed the needs and goals of our valued guests and provide them with a feeling of joy and total comfort, we are obviously flattered by your kind words. Again, we want to express our gratitude for this wonderful feedback and hope to have the honor of serving you again soon. Kind regards, Quality Manager Iberostar Tucan & Quetzal
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Wow! This property is perfect for nature lovers complete with a jungle!
This resort is a bit older and grounds are beautiful but requires a lot of walking. Most walkways are natural stone and a little rough but there are smooth ones around the outside. There are waterfalls, monkeys and various other animals on the resort.
We had amazing beach front rooms but we had a little trouble with the key card reader the first day and were moved to the room next to our friends. All good after that. A special shout out to Allen at the front desk for making that happen. Guest services was very concerned and called regularly to make sure everything was good and we were satisfied.
Things are a little different due to COVID protocols, it the staff were so happy to have tourists there and very friendly and helpful. Food was good at all restaurants but we loved the steakhouse and Japanese steakhouse.
The beach is amazing and huge! No seaweed issues and beautiful small waves in the clear turquoise water. No beach service for drinks, you have to go get the. Not sure if this is related to COVID or not.
Nightly entertainment was good too. Service in the lobby bar was good as well.
All staff works very hard to ensure that guests have a great time. We loved our stay there. The only reason I didn’t give it 5 stars was the door problems we encountered.
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Date of stay: January 2021Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Director General at Iberostar Waves Quetzal
Responded 19 Jan 2021
Dear guest, We would like first and foremost to thank you for choosing Iberostar Tucan & Quetzal for your recent holiday. Every day is a new and exciting challenge for us based on providing our guests with a feeling of staying at another home away from home and we are glad to know you enjoyed of a wonderful stay. Likewise, we thank you for your valuable feedback which will help us to improve our service. We hope to welcome you back again soon. Kind regards, Quality Manager Iberostar Tucan & Quetzal
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A unique property with a rainforest full of animals down through the centre of the resort Beautiful flamingos, Tuscan, cranes, peacocks, ant eaters, monkeys. A stone walkway thru this rain Forrest from beach pool area up to lobby & restaurants. A huge beach with lots of palapas to provide shade. Water was warm first 2 week February Weather was a consistent 30C + everyday. This hotel is very eco friendly providing refillable glass water bottles and water filling stations on each level of the units Suggested not to drink tap water. 2 buffet restaurants with huge variety of delicious food 6 A la carte restaurants excellant steak house, Mexican, Italian, Chinese Hotel is within walking distance of Playa del Carmen (30 min) for the ambitious or a cab ride Evening entertainment In the theatre very good. The entertainment staff work tirelessly to keep guest happy with poolside games. Evening lobby entertainment every night at the lobby bar We enjoyed this resort very much. No outside tours as plenty to keep us Busy within the resort
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Date of stay: February 2020
Location
Service
Sleep Quality
Room Tip:Poolside accommodation
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager I, Quality Manager at Iberostar Waves Quetzal
Responded 20 Apr 2020
Dear guest, We would like to, first of all, thank you for your kind review of your recent holiday with us at Iberostar Tucan & Quetzal. Such pleasant feedback of our hotel is, of course, a great pleasure to read and confirms for us that our daily actions are worthwhile and that we are on the right path with our numerous efforts. Allow us to mention that our environmentally conscious Resort has created several initiatives through our Wave of Change. This is a pioneer movement built on the core values of sustainability and trust built on three pillars: moving beyond plastics, the responsible consumption of seafood and improving coastal health. Again we thank you for your positive review of our hotel and we hope that we will continue to provide you with excellent holiday experiences in the future. Best regards, Quality Manager Iberostar Tucan & Quetzal
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We stayed at Iberostar Tucan/Quetzal over New years with our 2 teenagers ages 13 & 16 and were delighted by this quirky gem of a resort. We stayed in a Family suite which was 2 adjoining rooms in bldg 27 which suited our needs perfectly, giving everyone enough space to feel at home. Or balcony backed on to a jungle setting inhabited by Flamingos & Quetzals whose calls created a real jungle soundscape and made for some colourful dreams. We were also visited by monkeys to our delight. The rooms were clean & spacious and we were greeted with a bottle of delicious cava on arrival. The amenities were plentiful and of good quality. The resort grounds are very well cared for and maintained, teeming with jungle animals who are obviously well cared for. It is a real pleasure to walk the grounds and discover all the creatures living within. The pools are great although the beach is the crowning jewel. Wide, soft, white sand, stretching out to the turquoise, crystal clear water. Enough space for many beach loungers without feeling crowded. We did purchase the Star Prestige upgrade which gave us access to a separate beach section with more loungers, beach beds and a separate bar/lounge area. For us it was worth it as we didn't need to get there early to claim a spot, nice but not necessary. My teens spent hours playing beach volleyball and made friends from all around the world. The other beach activities organized by the star friends were lots of fun and kept them busy all day, everyday. I was nervous about the food after reading reviews but for us it was mostly great! The buffet was awesome great quality and lots of choices always with something for everyone. We ate at the Mexican, Japanese, and Italian restaurants, with the Italian being our favorite by far. The others were fine, but the buffet was just as good, or better. The drinks were good and plentiful, no issues with strength or quality. The staff at this resort were fantastic. Kind, attentive, and always helpful. Please remember to tip as these people work very hard to ensure you have a great time. The entertainment at night was fun, and engaging. Kind of mind-blowing how hard they work, every night! This resort was a perfect fit for our active family. The atmosphere is quirky, and unpretentious while still being lovely and higher end. Something about it gave off a real Kellerman's vibe a la dirty dancing kind of retro but in a classy fun way.
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Review collected in partnership with Iberostar
Date of stay: January 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:bring a power bar as limited outlets in rooms
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager I, Quality Manager at Iberostar Waves Quetzal
Responded 15 Jan 2020
Dear guest, We are grateful to you for choosing Iberostar Tucan & Quetzal for your recent holiday and for sharing the experience you had with us. Your enthusiastic comments about many of the prime pillars that we set in place many years ago to guarantee fabulous holidays for our guests are great to receive. It is amazing to read that you have returned home with a sense of satisfaction and we look forward to doing the same for you again in the future. We hope to host you and your family back on your upcoming vacations. Best regards, Quality Manager Iberostar Quetzal & Tucan
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This resort is a great value for the price. We have been to 5 other resorts Cancun and this one is a solid 4 stars. Great pool and nice beach. The weeds are a barrier to swimming in the ocean but they clean them off the beach. Restaurants are very good. 2 reservations came with our 5 night stay. We were able to get into the other 2 by stopping by the restaurant at 6 p.m. and filling in for a cancellation. Get a private transfer to and from the hotel. We paid $150 to upgrade to a king room away from the amphitheater which is loud. Close to the pool is better. I had a massage and scrub by Karina at the spa which was FABULOUS. Janiere was an excellent concierge as was Suemy. They will ask you to attend a presentation for Club membership. We declined. we tip the wait staff at the restaurants and room cleaners because they do a great job and in the heat! The main buffet is wonderful--lots of options including Mexican cuisine which we liked. The resort is safe and was quiet when we were there. Free Covid testing to re-enter the USA. We did not take any excursions but you can take a ferry to Cozumel or a bus to Chichen Itza. Drinks are plentiful but a little weak which didn't bother us. Good wine in the restaurants. We would go here again. Wildlife is fun and not bothersome unless the monkeys hit your balcony.
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Date of stay: May 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Other at Iberostar Waves Quetzal
Responded 3 Jun 2021
Dear guest, We would like primarily to thank you for choosing Iberostar Tucan & Quetzal for your recent holiday and also for taking the time to share your opinion. Every day is a new challenge for us, based on our passion for providing our guests with an environment similar in comfort to a home away from home and we are delighted to read that you enjoyed of a wonderful experience. Again, we thank you for sharing this positive review with us and we hope to welcome you back again soon. Best Regards, Quality Manager Iberostar Tucan & Quetzal
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The hotel staff was really nice, as soon as we arrived they had our luggage sanitize and hand sanitizer available, temperature checked, they offered drinks, we met with our concierge, our check in was fast (15minutes) and then we went straight to the buffet area to eat lunch, after lunch a golf cart transferred us to our rooms ( AC on ) clean, fresh smelling linens, we had a balcony pretty close to the pool, short walk to the beach and to the main restaurants, the hotel makes you feel you are in the middle of the jungle, peacocks 🦚 small friendly animals ( forgot their names) Tucán, Flamingos 🦩 giant tortoise 🐢 holler monkeys 🐒 roaming freely, my toddler was amazed, we really enjoyed nature, activities were nice, basketball 🏀 volleyball at the beach, kayaking, kids activities (daycare) the kids pool area was closed at this time, but my baby had fun playing at the beach or at the pool with us, food was available all the time ( snack bar or buffet area) food was good, will recommend an international theme every night at the buffet because it was hard to make reservations for the other restaurants, we only ate at one restaurant previous reservations made ( Mexican restaurant) it was really good, portion size and presentation, staff was really nice and attentive at all times. I wish I had made reservations for the Mediterranean, Japanese, Italian or steak house but they were all full 😩 buffet was good 😌 They had shows at the theater every night it was really fun, performers were great and entertaining. Cocktails 🍹 were good and free 🥳 this is all inclusive hotel. We had clean towels everyday, room service was great, cold drinks in the mini fridge, every time I called for a golf cart ride they were within 5 minutes at the door. beach wasn’t crowded, always found empty lounge chairs to rest by the beach 🏝 there was no people so we had plenty social distance, pool is big and has an area were kids can play the rest is 5’ deep well maintained, no mosquitos in this season is a plus. Also not many people at the pool ( they are only at 50% capacity right now, but seemed like there was less people than that) hotel is huge. Front desk staff was nice, covid test is included for all USA visitors ( USA requires it to re-enter the country) we had the test (nasal swab) done at 6pm results were ready at 8pm Check out was fast ( 2 minutes) our suitcases were waiting on the front lobby and we had time to go eat lunch at the buffet after checking out. We had an amazing time at the hotel, definitely will recommend to friends and family.
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Date of stay: February 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Other at Iberostar Waves Quetzal
Responded 18 Feb 2021
Dear guest, Thank you for choosing Iberostar Tucan & Quetzal for your recent holiday and for sharing your experience with us. We are really happy to read your enthusiastic comments about our prime pillars we set in place to ensure splendid vacations for our guests. Once more we thank you for this complimentary review of our hotel and we hope to see you again in the future. Best Regards, Quality Manager Iberostar Tucan & Quetzal
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The Iberostar Queztel/Tucan has always been one of my favorite resorts. Unfortunately this has changed and nothing to do with Covid. We had 7 rooms 2 oceanfront and 5 pool view rooms so this was a big family/friends trip for us we planned before Covid hit and decided to still go. Pros; love the jungle environment. Staff super nice and very good service. Beach is still beautiful. Cons; no coffee pots in the room and no room service. At check in we were informed if we drank more then what was provided in a day and wanted more there would be a charge. This is an all- inclusive resort there should be no extra charge aside of if you do a tour or additional services like a spa treatment etc. By cutting these things out we didn't get what we fully paid for. The things Iberostar are doing make no sense and they can't blame it on "Covid" it's just a cheap way of cutting back their cost. The food is not that good at all very basic felt more like cafeteria food at all the buffets. The biggest issue I have is the wild cats in the buffet. I love cats and animals however these cats are spraying people's bags anything u set down by your chair. When we first got there we hit up the buffet after traveling we were all hungry. My son set his pack back down not knowing and a cat sprayed it. During the stay we saw other people get their bags sprayed. During buffet dinner a cat pooped on the floor. Pretty disgusting and a health issue. These poor cats need to be spayed and neutered and sent to a rescue. It's not the animals fault but Iberostar should get this under control big time it's a huge issue. Lastly we had massages at their spa were told one price then at checkout it was over $50 more. I spoke with Grecia Salazar who would not adjust the bill stating the spa was seperate from the resort. It is a huge reflection on the resort. Felt pretty ripped off to say the least but Grecia didn't seem to care and would not give us our money back. The spa lied about the price period. As much as I like the resort feel and location we will try somewhere else. We have stayed at many resorts throughout out the area and this Iberostar multiple times being it was our favorite. Really ashame and the front desk and management don't seem to care. Our conceige Janire was the only one that was super sweet and helpful.
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Date of stay: November 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Director General at Iberostar Waves Quetzal
Responded 27 Nov 2020
Dear guest, Although we sincerely regret reading that your recent stay at our Resort fell short of your expectations, we are grateful for the time you spent to share your feedback with us. Thank you for letting us know that the service of our staff was one of the positive aspects of your stay, they work very hard on a daily basis to make sure our guests are well attended at all times and they truly are an important part of our Iberostar family. On the other hand, allow us to explain, that we have different hotel categories with different services and amenities included. The Iberostar Category includes the mini bar refill per day, however, if you want more products in the same day these have an extra charge. Regarding the Spa, it is important to mention that all charges are in Mexican pesos and are explained to our guests at the moment they sign the receipt before any service. We truly regret you went home with a wrong perception about our service, as our intention was never to make you feel distrustful. Please know that your comments will help us enhance our service and avoid future situations on these matters, as our goal is to exceed our guests' expectations. Also, it is important to mention that we are proud to be environmentally conscious and we strive to be in complete harmony with our environment. The cats that roam the resort are part of the fauna of the location where we are situated, the most important thing is that we have biologists on-site who provide them with special care, as well as to all the species that inhabit the property. However, we thank you for your observations and we assure you we will relay them to our team. We appreciate your added comments and we apologize for any shortfalls you may have experienced. It was a joy to host you and we hope that we can have another opportunity to serve you so that we may restore your confidence in Iberostar Tucan & Quetzal. Best regards, Quality Manager Iberostar Tucan & Quetzal
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We were a little annoyed when we first got there tried to make a reservation for the restaurants but they were booked for most of the week and were only available during our last days and the only available times they had were at 9:00pm.
We are not big liquor drinkers but when we decided to have a drink the quality of liquor is was very cheap, I guess it because they amount of business they currently have because at the bar I spoke to a returning guest he said a couple of years ago when he was there the quality of liquor was much better.
When I made the reservation to stay there they said they had clubs/activities for my 14 year old when we arrived the said they only had it for younger kids or older kids but nothing in my daughters age range.
They try to talk to you to become a repeated customer at a monthly discount rate that you could use at any of the Iberostar resorts the lady at the concierge was talking our ear off I was giving her the benefit of doubt in the beginning but then I told her we were not interested you would have to speak to one of their representatives for 1 1/2 hours.
The quality of the food at the buffet is very limited and the food is cheap quality again maybe because of the lack of business they are getting because of the pandemic.
Pros
The resort is very clean they are always sterilizing throughout we felt very safe.
The staff members are very nice respectful and kind.
The entertainment team are a great group of folks and have activities for the guess throughout the day.
The evening shows were VERY good we really enjoyed all of them.
The ocean water view was stunning picture perfect.
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Date of stay: February 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Otro at Iberostar Waves Quetzal
Responded 25 Feb 2021
Dear guest, Thank you for taking the time to share your review about your vacation at our Resort. We appreciate your kind words towards our staff, whose kindness and helpfulness is one of our hotel's greatest strengths and we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us and we are certainly very proud of them all. On the other hand, our main priority is your satisfaction and we truly regret to read that we did not fulfill your expectations. We know how important an aspect food and drinks are for our guests’ overall experience, this is why our chefs created a wide assortment of different options to please the most discerning of palates and in addition follow a regular menu rotation. However, your feedback helps us to keep improving every day, and we thank you for bringing your observations to our attention. Also, we regret you had some difficulties with your dinner reservations, allow us to explain that our restaurants operate under a system of different schedules, planned to create a personalized fine dining experience. In addition to this, in this new normality we must maintain a reduced capacity of guests to guarantee the safety of our guests. We hope to have another opportunity to host you and change your perception about our resort through the high-quality service that has distinguished us over the years. Sincerely, Quality Manager Iberostar Tucan & Quetzal
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When you arrive to the lobby of the resort you are greeted by a staff member and someone takes and disinfects each bag you have. A member of the reception staff then takes you to a table and sits you down with an overview of everything you need to do to check in and they will do it for you. This was nice that they did everything for you but each time they kept saying "only a moment more" when in reality we sat there waiting for almost 45 minutes. On the 1st full day we were there we had to walk up and down from the beach front all the way back to the lobby 3 times because we were told each time that our new key cards were activated but they never were. We then refused to leave the front desk without coming back with someone as this was our 1st full day and we wasted the entire morning dealing with our door issue. And at no point did anyone apologize or was anything offered for this massive inconvience. There were also bugs ALL over our patio and bathroom at all times. Overall it seems like the staff does not communicate with one another as we received many different answers from different staff. We were also extremely overcharged for the ecotax but did not notice until we were already at the airport and it was too late, we should have paid 140 pesos but instead was charged 220. The food overall was subpar as most of the cold food was warm by the time you ate it due to everything being outside and in the 90 degree weather. No drink you have will be cold which is understandable due to the heat but even the fresh drinks from machines will not be cold either. The pools are HOT and close very early each day, which could be due to covid. The only pool that was even a little cold was the aqua bar which was fine if it wasn't crowded with people. Overall the stay was beautiful as we had an ocean front room but if it wasn't for that I am not sure how worth it this place would be. The animals were all beautiful and it was amazing to see them so close up and in their own habitat, but the lack of customer service and general attitude at anyone with questions was unwelcoming. I personally do not think we will be staying at another Iberostar in the future. All in all very average resort with below average service, its a 50/50 if its a good time or not.
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Date of stay: July 2021
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Quality Manager Iberostar Mexico, Other at Iberostar Waves Quetzal
Responded 28 Jul 2021
Dear guest, Thank you so much for taking the time to share your feedback with us. We are glad to know that our exotic atmosphere and wildlife were of your entire satisfaction. Furthermore, we would like to apologise concerning the service received. We will pass on your comments to the department manager to enable us to guarantee a splendid service from each and every staff member. We lay high value on the client orientation of our employees because we do understand that this is a prime factor in achieving maximum client satisfaction.We know that we can only maintain our excellent standards by constant dialogue with our valued guests. We are very sorry for the inconvenience caused. We truly hope that you can grant us a new opportunity to host you so we can change your impression and turn it into a wonderful experience. Best regards, Quality Manager Iberostar Tucan & Quetzal
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
₹22,426 - ₹43,813 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
iberostar quetzal playacar hotel playa del carmen, iberostar hotel quetzal playacar, iberostar quetzal playa del carmen
FORMERLY KNOWN AS
Iberostar Waves Quetzal
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
350
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
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