TripAdvisor Traveler Rating

We found the resort to be very clean and staff were friendly and accommodating. For an all inclusive the food was really remarkable. Our entire party had a great time and look forward to going back with other family and friends.

We just came back from our trip to the Quetzal and wanted to thank you for the wonderful vacation. Everything was perfect: very clean room and surroundings, excellent food at the buffets and restaurants, amazing service and drinks at the Prestige lobby and beach area. Every staff member we met was very kind and professional, thank you all for making us feel welcome.

Spent a wonderful week at the Iberostar Quetzal Food was good Service was exceptional as usual. Unfortunately on the last day I tripped near the pool and cut my toe quite bad. The hotel took excellent care of me and my injury. I had to go to the hospital for stitches and the hotel got me there and back and checked up on me . I was offered rides and room service Super service. Very impressed thanks to Omar and Alexis and all the staff who took great care of me. Only negative is the fight for pool seats as the pool chairs are always saved

Overall, I would not recommend this hotel unless you get an absolute steal, you love animals, are a heavy sleeper, don't mind lines, don't care about service, and you love the shade. If you like good food, a good nights rest, good service, a clean pool, basking in the sun, look elsewhere. This is nowhere near a true 5 star experience. Also, if you have accessibility needs this is probably not the property for you. About the property: This is actually two hotels in one. Iberostar Quetzal and Iberostar Tucan; they share the beach, restaurants, amenities, but have two separate lobbies. It's kind of like a U shape with a lobby on either end and some restaurants throughout the U but there's no shortcut in between the lobbies. There are so many animals at this resort. There is a little 'jungle' like area that you can walk through to get to the pool/beach. The resort is full of howler monkeys, peacocks, flamingos...a bunch of different animals. You can take the long way around to the pool/beach if you don't want to pass through this. THE ROOM & CHECK-IN: - The wristbands are a soft material & they have an RFID tag on them which acts as your room key, super convenient - Nobody offered to bring our bags to our room. They took our bags from us while we went to check-in and then they gave us our bags once we checked-in. No offer to help. Because of this, I thought it must be easy to get to the room, but it was not. - There is no elevator and there are little steps everywhere from the lobby, to the rooms. Even if you're on the first floor there are going to be little steps and bumps to go over. - Our first room was near the lobby, facing the path on the perimeter of the resort, it was so loud from the street, it smelled like trash, and restaurant oils. They later moved us to a room facing the inside of the resort, smelled better but was really loud from the lobby. One day when it was humid with no wind the room smelled so badly of cigarettes because of the smokers bench that was nearby. Wasn't a problem the other days. - The forest view rooms often had peacocks on their balcony's and it's quite dark from the shade of the trees. BEACH/POOL AREA: - The main pool was dirty the entire week we were here. All day they had cleaning tubes in the pool and yet all day it was dirty. (people were still swimming having a good time but you can see the grime in the pool) - There is too much shade in this resort. If you like being in the sun, this isn't for you. It's hard to find a nice spot to lay or sit in the sunshine. - The pool bar had a line all the time and while there were two bartenders behind the bar, often times only one of them would be serving people. - There is no quiet pool area. The one pool that could be quiet. the entertainers organizer basketball and are louder than the actual kids playing. - Every single day at 11am they start leaf blowing (with a gas leaf blower) around the pool area........it's so loud and smelly. I don't understand why this has to happen at 11am, peak lounging time. They do the same at the beach with gas machines. - There is a 'no reservation' policy for the loungers but people do it anyway. That being said, I did see a few times on the beach where the staff picked up peoples towels/belongings if they were gone for an extended period of time. I wish they did this more often and across the pool area as well. I know everyone wants a lounger but it wouldn't be a problem finding one if people didn't reserve. SERVICE: - Every single bar constantly had a wait, even if there's no line it would take a minute to get acknowledged. - The services overall was poor. It takes time to get acknowledged even if the staff aren't busy with anything else. - They will not serve you even if you're there 2 minutes before opening and they're just standing around waiting to start their shift. DRINKS: - Drinks themselves were solid but it was weird, I ordered things off the menu exactly as they appeared in the menu and the bartenders would be confused as to what I'm ordering. - They had servers very rarely making rounds to the beach/pool offering drinks. Either do it consistently or don't do it at all. - Coffee was okay, nothing special. If you're picky and love a good espresso you'll hate it. If you like a good milk and sugar you might like it. FOOD: - There are two buffets (one for each hotel) but only one is open for dinner leading to a massive line up for entry of more than 40 people. Then for lunch only the other buffet is open. They swap for each meal but for each meal there is a line up. They should have both buffets open to prevent this from happening. - The slow service also leads to the line up; often there are empty tables but they haven't gotten around to placing new cutlery - Salt and Pepper have to be requested - We only ate at one of the a la carte restaurants; the Mediterranean. It was not good. The Italian we did not try but it had a massive line every day starting well before the restaurant even opens. I can't see how it would be worth the wait. - Food overall was ok. It wasn't what I'm used to as the Mexico quality, it was more reminiscent of Cuba. - They tried to have different cultural themes each day which was interesting but mostly it was a miss. Their Mexican food was actually quite good and they should do more of that. - They made getting tacos really awkward because you'd have to wait for the chef to put your meat on a tortilla.....you could access the meat and the toppings but the chef would need to get you a tortilla.....just put the tortillas out for people to access lol. - Egg stations at breakfast had poor service. They would be making sunny side eggs but they had everything there to build an omelette (ham, mushrooms, onions, etc.) but 1) they wouldn't really acknowledge you and 2) they just offered a sunny side egg. - The tongs needs to be changed. The amount of children (also some adults) I saw struggling with the tongs is insane. They're actually quite difficult to use and I hope the hotel updates them. GENERAL: - The resort felt overcrowded. - Bring ear plugs if you're a light sleeper. The peacocks scream and the staff is inconsiderate. At around 4 am each day they would start rearranging the lobby furniture by dragging chairs across the floor. This would last about an hour. - There is no nice seating area in the sun or semi-shade. Everything is in complete shade. The nicest spot to sit is probably at the beach restaurant or the smokers area benches. - Balcony light is controlled by the resort, you can't turn it off. - The staff seem to do work at really weird hours. They were oiling the wood around the main pedestrian bridge during the busiest time of the day, right as everyone was heading to dinner. This could have been done at literally any other time.  - The waves are really strong on this segment of the beach but if you walk further down towards other resorts the water is calmer. NIGHT ACTIVITIES: - They play bingo at night at the lobby which is SO LOUD and annoying. If there was somewhere else to sit, fine, but there isn't. - They did dance lessons in the lobby one night which was cute but there's this massive decorative glass table in the way of where they're hosting these lessons. They should just get rid of the table it's really awkward positioning. - The stage for the shows, seating is not comfy and there are so many pillars in the way of a good view. I didn't stay for a single show so can't comment. MUSIC: - I don't know why they don't play more spanish music. Barely any spanish music. - Weird LoFi elevator music plays throughout the resort. - At 11 am the pool side entertainment starts and they play music but they don't turn off the LoFi elevator music so you can still hear it. They have different overlapping music playing in different areas of the resort.

Great Hotel, wonderful jungle. A lot of cute animals. Fast check in. Service great. Animation great. We had a lot of fun ( thx Israel ) :) Food great-good quality. Sometimes if the buffet restaurant is full ( rush hour ) there could be more employees. They are all friendly and make a really good job. The room was always clean, they make a great job too. There are theme restaurants, but you can just make a reservation for the Japanese. There are just two negative points: 1. The food in the buffet restaurants Tulum and Cozumel, in the uxumal and in the snack bar could be more warm ( cold burger, cold meat, cold pizza, cold fried and scrambled eggs ) 2. If you want to have dinner in a theme restaurant - you have to be relaxed with a lot of time ( would be better if you can make a reservation for all the theme restaurants ) Nothing else negative.