TripAdvisor Traveler Rating

I traveled to Playa del Carmen with my family in November and stayed at Iberostar Tucan. Three members of my family got an intestinal infection on different days while staying at this resort. My grandson got sick on Nov. 25 with severe diarrhea and vomiting around 2 am. I called the hotel front desk for help and they told me that just doctor consultation would be $ 230 ( by the way, they do not have any available doctor in the resort...) Since I was not able to pay that, very very expensive consultation ( in addition to all the medicine ) I took a taxi around 2:30 AM ...in order to get help from a pharmacist in the downtown area. On the following day, my son got sick with the same symptoms and on Nov 28 at night I got severely ill and was vomiting all night long. Early in the morning, I went to the front desk to explain our ordeal, and all we got was excuses..., they did not take ANY responsibility, accountability or provided any help. I asked to speak to one of the supervisors, and a Spaniard lady name Sofia talked to us and told us that she also got the same problems when she came from Spain, more than likely due to the poor water quality... What kind of response is that?!! As said, the hotel never took any responsibility for what happened to three members of my family, did not gave us *any kind of help or compensation for the terrible experience we went through* ...Incredibly, they did not even have the COURTESY of giving me ( for free) an ( overpriced) over the counter medicine sold at their store !! At this hotel, I paid $15 dollars for a tiny bottle of Pepto, (that actually cost no more than $ 5 at any local pharmacy!.) Terrible experience, no help or self accountability whatsoever!... It's been brought to our attention that Cofepris should be contacted regarding this issue.

We had a wonderful time at the Iberostar Waves Tucan! The rooms were comfortable, the service fantastic, the beach all you could want and more and the food was excellent and plentiful. There were so many pools to choose from and lots of loungers on the beach. Swimming in the ocean and playing in the waves was magical. And the wildlife was a delight!! It really felt like you were in the jungle as you walked from the lobby to the beach. My daughter was married there and it was a fairytale. The only thing I would say that is negative is stay away from the "luxury catamaran excursion". It was a total disappointment, and not at all as it was sold to us. The other excursions were good but that one was not worth the money. And you can't snorkel if you are over 59. Other than that, we had a perfect holiday.

I was here for another memorable 3 weeks. The staff at all levels went above and beyond. A special shout out to the amazing chef Apollonio who has a smile that welcomes everyone and asks what he can do to make your dinner special. Everything he cooks is with attention and heart. The cleaning staff in my room were above par. Not a single complaint. The concierge staff is dedicated to our comfort at all times and each deserve a special thank you. Mario, Jessica, Alexis, Gaspar, Adriana, and Ramses. The beach concierge brothers Javier and Emmanuel are just so thoughtful each and every day. As for the wait staff, special thank you to Loreano (buffet), Lucely, Veronica, Israel, Shamady, Julio (beach service) and Micaela at the Tucan lounge. A huge thank you to each of them for making my stay the best time.

Overall this is a really good hotel. Rooms are dated, as said by others, but very comfortable and kept spotlessly clean. The beach is excellent, the pool is huge, and the various animals wandering around make the place quite special - as do the staff, who are friendly and efficient. Diego in the dining room was a great waiter, but most staff were good. We found the buffet to be really good in terms of both choice and quality, less so the specialist Italian restaurant. Sometimes the food labelling was a bit hit & miss. The main down side for us - there just aren’t enough sunbeds to cater for the size, and even when we got up at 8am and went to the beach, all of the beds there were ‘gone’ - mostly reserved with towels by people, some of whom then didn’t emerge until half way through the day. Despite the signs everywhere saying you can’t reserve beds. This was very frustrating and disappointing. The pool is very noisy indeed for parts of the day. We walked very safely around the local area and found some nice shops & stalls about 10 minutes away, and also went into playa del carmen where there are lots of tourist shops and ferries to Cozumel (worth a visit). In all I would recommend the hotel, but could do with a bit of modernisation and sorting out its sunbed policy !! Great staff, great location.

This place was awesome and great value! Very clean everywhere. And the atmosphere was relaxing and jungly. The pools were super fun and the beach was really nice. Food was delicious too. Would definitely come back here! It’s easy to get to playa car and to Cozumel.