TripAdvisor Traveller Reviews
We stayed here for a week at the end of February 2015. Really pleased with the hotel, amenities, food and customer service. We were celebrating our wedding anniversary and were able to reserve a...
We stayed here for a week at the end of February 2015. Really pleased with the hotel, amenities, food and customer service. We were celebrating our wedding anniversary and were able to reserve a table in the Italian restaurant in advance by e mail. The hotel is spotless and constantly maintained. It's not a contemporary, modern hotel but is cosy, comfortable and clean. The jungle surroundings are lovely and the beach is very nice. Staff are very friendly , hard working and helpful. I enjoyed the aquagym and zumba class but we didn't try any other activities. The evening entertainment was not our thing so we preferred to sit in the lobby bar and enjoyed the visiting guitarist etc. Food is fresh, varied and plentiful. Drinks are good too. The only criticism would be the charge for wifi and the overpriced items in the hotel shop.
2nd Visit Didn't Disappointed
Stayed for a week in mid-match with our children 13 & 10 and everyone had a great time. The tropical feel of the facility is wonderful and the place is wonderfully maintained. The entire staff is...
Stayed for a week in mid-match with our children 13 & 10 and everyone had a great time. The tropical feel of the facility is wonderful and the place is wonderfully maintained. The entire staff is friendly, hard working and there for you at all times.
We can't say enough about the entertainment team. The offer a variety of activities throughout the day which was fun for adults and kids. They are fun, engaging, funny and really made our week. We enjoyed the effort and enthusiasm of the nightly performances.
The pools and the beach are terrific. The rooms are fine. They're clean and comfortable, but we were only in there to sleep as it was too beautiful to be inside. I do advise requesting a room closer to the pool area. The nightly show is loud and if your room is near the main lobby/theater you're not going to sleep until the show ends around 11:30.
The food is decent. The beer is good, but the mojitos are the way to go if you want a decent drink. Was only annoyed when I had to pay to use the internet to check-in for our flight. Complementary access would be nice.
Had a great time and would recommend to anyone.
18 to 30's Holiday
What shame that such a beautiful hotel was completely spoilt by an influx of American Students on their Spring Break. The hotel went from being a 5 star hotel to a 2 star as it was impossible to get...
What shame that such a beautiful hotel was completely spoilt by an influx of American Students on their Spring Break. The hotel went from being a 5 star hotel to a 2 star as it was impossible to get away from them!! The swim up pool bar was completely out of bounds as there was at least 40 of them in it all day, so getting a drink was impossible and the noise was deafening, this was the same in the evenings you just couldn't get to the bar and if you did they just pushed passed you and ordered 30 cocktails at a time. I did feel sorry for the barmen they tried their best to cope. Will not be going back and I will always be aware of coming across the pond at this time of year we could have gone to Ibiza it would have been quieter!! It was like being in the film American Pie!!! Do not go here at this time of year, other hotels didn't seem to have the same problem so just be careful.
1 week in "almost paradise"
My husband and I recently took a 6 day winter getaway to the Iberostar Tucan. We had been there once before 15 years ago. Much has changed since then. Nothing as far as the rooms has been updated...
My husband and I recently took a 6 day winter getaway to the Iberostar Tucan. We had been there once before 15 years ago. Much has changed since then. Nothing as far as the rooms has been updated. They are very dark and old. We had a problem with our room when we arrived (didn't get what we asked for) so we upgraded and had to wait until the next day to get the room. The only room available was ocean front so what the heck we paid. Not worth it and it smelled. We couldn't get the cleaning lady to come at a reasonable time so we were calling everyday around 3 until someone came to clean our room. Mind you they are done at 4. The staff however is awesome. Very friendly and the entertainment staff was exceptional. A problem with the beach though. While we were there the seaweed was constantly washing up onto the beach. It made the water very dark and murky. They had bulldozers on the beach all day digging holes and scooping up the seaweed to bury it. Didn't get in the ocean much. All in all it was a good week. Food is good in the buffet and the Italian Restaurant was very good. Don't think we will go back here again. Would like to try someplace new.
Worst customer service ever!!!
Booked a room at Tucan for a week for my husband, 11 month old baby and me. They gave us a room too close to the entertainment, so our room was super loud and the walls shook with the bass from...
Booked a room at Tucan for a week for my husband, 11 month old baby and me. They gave us a room too close to the entertainment, so our room was super loud and the walls shook with the bass from about 8pm-1130pm. The front desk assured us it wouldn't be like this the second night. It was, so they moved us to another room. This room was just as loud. The third night they put us in a different room which was just as loud, but in addition, the air conditioner didn't work. Maintenance came and twiddled around for a few minutes, stated it was fixed, and left. It wasn't fixed. All this time we asked to speak to the manager, but they were either "in a meeting, on vacation, or busy." The 4th day we packed our things again and went to the front desk and asked for a manager. Again, they "weren't available." We explained our situation to the front desk "supervisor" and requested to leave since they clearly didn't have a room suitable for a family. After 3 hours of back and forth discussion, she offered EITHER free massages OR the Presidential Suite. Laughable at this point. We hadn't slept well since we had been there and really just wanted to enjoy our vacation. Again, I asked for a manager and it wasn't until I raised my voice that she was magically available. We explained the situation to her, she agreed to a full refund and said we would receive it in 7-10 days. When we got home, I called and asked to speak with her, Judith de Aquinos, but she is always either "in a meeting or not available" What horrible customer service!!! I emailed Judith's supervisor early this morning and haven't received a response yet. I will never give this company my business again. It's really sad they would put their staff through this. A manager should have spoken with us after the first request.
The food was also horrible!! Since we were in Mexico, we expected to have at least a little authentic Mexican food. The food was super bland. I asked for hot sauce and the employee brought me super bland tomato sauce without ANY spice, herbs, or flavor (about as much spice as ketchup)
The good news is we left and went to Tulum. We stayed at a super amazing place: Ana y Jose. GREAT customer service, AMAZING food!
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