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Hotel overview
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Hotel details
Hotel advisories
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
11210 reviews
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Jan 08, 2025Good place to stay, we would recommend it, you get what you pay for.
We have been in other iberostar hotels and this one is just like the others. It is a bit old, but the rooms are very comfortable and good in size. We were positively surprised with the quality and variety of the menu in the “buffet” restaurant. The hotel has a lot of things to do: tennis courts, beach football, beach volleyball, pool tables, ping pong, gym, etc, and the beach in front of the hotel is fantastic. You could say the hotel is a little bit “noisy” because all the shows and everything, but one could say this is the counterpart for all the amusement activities they have. Even though this has nothing to do directly with the hotel, we stayed in a room that faced to the hotel next door, which had very loud shows in the evening (until 22:45)… I couldn’t say it is a complain, but is good to know. In general, we liked the hotel and enjoyed our stay, and we would recommend it.
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Jan 07, 20255/5 for our family
We stayed over NYE week Dec ‘24 - Jan ‘25. We booked very last minute and were SO HAPPY we did. We had an excellent stay. The highlights : -the HUGE pool with tons of seating. There were so many different seating areas and the pool was gigantic. I felt like my big kid could play catch with his football and not disturb others. I loved how big it was. I also loved that the activities were mostly at one end so those of who like to observe from a distance could enjoy but not be right in the action. One end was definitely quieter than the other l, which I preferred, most people know what environment they like, so sit in the area that needs your needs. - the separate adult pool with swim up bar - love that it was in a separate area for two reasons : adults could get away from kids and families didn’t have to be right with people who wanted to enjoy their beverages - the staff - amazing, attentive, friendly. - the beach - absolutely stunning - the jungle snack in the middle of the resort. So cool to see - the roaming animals - monkeys , peacocks and more. My kids loved it. My husband loved it. I thought it was pretty cool. - the cleanliness - people were always sweeping and cleaning and wiping things down. Always tidy! Other things - yes the rooms are outdated but it absolutely did not take away from the experience Bring a power strip. - the food was good. Some of the food was great (the beach tacos at lunchtime in particular). - the restaurants weren’t super fast - not a big deal but we had a baby and another kiddo so it wasn’t ideal for us - most would be fine with it I would absolutely recommend this reset especially for families.
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Jan 05, 2025
Tucan is fabulous!
We arrived 27Dec24 and stayed at one of the penthouses with our son and his wife. Had a private chef prepare dinner for us one night. It was awesome!!! Highly recommend Tucan. People are friendly and the food is great. The wildlife is amazing as well!
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Jan 04, 2025A Mixed Bag Experience
We went to Iberostar with our family during this winter vacation, encompassing New Year celebration. What a mixed experience this was. On one hand- the place had a beautiful beach, clear water, and interesting facilities with mini jungle and diverse wild life. On the other hand, human mismanagement and poor customer service have soured our stay to the point where the place no longer felt like an all inclusive experience. Here are a few things that ruined our stay at Iberostar: - Constant attempts to nickel and dime you despite it being an all inclusive resort. During the check-in we were given $300 coupons to use during our stay, however, every place we tried using them had a random exception, which made this credit completely useless. - The New Year celebration was used as another attempt to charge for things that should be part of the all-inclusive experience. Iberostar staff charged money to reserve tables at the theater during the New Year party by offering people to buy alcohol bottles (same champagne and liquor that was then given out for free to everybody else). People who did not purchase the bottles were made to sit in the back behind the divider, even though there were empty tables in the middle of the theater. - Unreasonable wait times in beach-front restaurants. We tried to get into the smokehouse restaurant on two separate occasions. Once we were quoted an hour long wait with no option to make a reservation. The next time, we were quoted an hour wait again, which ended up being an hour and 40 minutes plus another 40 minutes from the time we sat down to the time we got our food. As we were waiting, we watched family after family come in and get turned down for service. Despite daily struggle to accommodate the guests, there is no option to make reservations to the smokehouse ahead of time. - The final straw which completely ruined our stay was an encounter we had on our last day. For 6 days we would come to the beach, put our towels down and proceed to relax in the ocean, take beach walks, join activities at the pool, eat, etc. When ready, we would return to our sun beds and lay down. On the last day of our stay we did the same, except when we came to our sun beds, our towels were gone and other people were sitting in our spots. Confused, we went to speak to the staff and the management. The manager, Sofia, was not very helpful, stating that we cannot reserve sun beds and if they see fit, they can remove the towels and give spots away. After much discussion, she said that she will find sun beds for us at the pool. We compromised until she showed us the spots she deemed appropriate for us- the sun beds inside the closed off kiddie pool (mind you, we are a party of adults). After we explained to her that this is completely inappropriate, Sofia replied “well, this is what I have for you and right now you are wasting your time on your last vacation day”. Her response was rude and completely demeaning. - We have been to many all inclusive resorts over the years and have never dealt with such poor management and inflexibility. It is truly a shame that a place blessed with such nature is ruined by the persons who run it.
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Jan 04, 2025Big let down for what looks nice
I will start by saying the property is nice, jungle environment with creatures about. Well kept grounds. But lets start this review. -Vacation club: I will never understand why resorts want you to go on the 1st or 2nd day to a tour, when you haven't experienced the resort, unless it's to lock you in before you find all the stuff you don't like. We are not members of any vacation club, timeshares, etc as although we have goods and bads about any resort or hotel we have been to, never have we been Wowed to the point that we want to dedicate ourselves to one brand. We have done plenty of travelling thru the US and other countries, been to 15 All Inclusives and Atlantis, but this was our 1st Iberostar property. This was the 1st time that we decided to try any special meeting as well for an incentive. Upon arrival, warm friendly greetings, check in then brought to a desk to entice us to go to a special breakfast (we knew what it was) to talk about the vacation club, and the gentleman was super friendly and also explained by just us going he gets a bonus, so it would help him out, so we decided to be nice and agree to it. $300 for going, why not? Came down the next morning for our 90 minute tour (told 3 times 90 minutes), went into the VIP lounge to start, no one in there but was dirty. Tables needed cleaned off, liquid spilled on our table, and just dirty overall. Went from there and looked at the "VIP Area" of the beach, which was slightly nicer then the regular area of the beach, but the bar just looked cheap and basic. No character, nothing exciting about the bar at all. Make it to the breakfast, and it's just the regular buffet. She kept asking us what we thought, and answered questions, but would not give us numbers. The only thing she did say was that at the end we would have to make a decision on the spot, we could not take info and decide later. Went to the sales office, and another man came and sat with us to go over the tiers, and kept asking what we thought, but kept saying we would get to the numbers. Finally, at the 2 1/2 hour mark into our 90 MINUTE presentation, I told him he either gives us numbers or we walk out the door, his choice. He then sped up a couple things, still delaying the numbers but finally got to it. Too much detail to get into, but it did not make financial sense to us to sign up because we wouldn't get the benefit out of it, and the site that they use for travel I checked a couple rates on it compared to upcoming trips we have and the pricing wasn't really saving anything. When we said at that point it won't work, the employee who had been giving us the tour got up and walked away, pretty upset she had spent almost 3 hours with us at this point and wasn't going to make a sale. Wasn't so friendly at that point.....went and got our $150 resort credit, didn't get the $300 for some reason. Did use it on an excursion with no issue there. -The room. Went in initially and a man was in there, doing maint work, no warning of that. Nice, rustic feel, and clean. But, the TV. Scrambled, constantly. Any channel. Did let them know, and they never came to look at it. The AC, during the day and at times evenings, the room was warm. In the morning, the room would be cold. This was brought up to the concierge and never addressed. The bed, HARD. Uncomfortable. Did not sleep well. The shower temp went all over the place. The 2nd day showering, took what seemed like forever to get hot water. Timed it the 3rd morning and 8 minutes for the hot water. The rest of the days it worked right away, but the shower temp would go to burn, then drop to ice, then back, and kept flip flopping. Again, never got looked at despite letting them know about it. Noise, and more noise. People in the halls, doors slamming, and two nights the resort next door had a concert (their show I assume) and it literally drowned out the noise of our TV. -The last night, worn out go back to the room and neither band worked to unlock the door. Had to walk to the lobby, to find out our wrist bands had been deactivated with no reason why, go back and mine still did not work, but hers did. -The pools. COLD. No other word for them. The entertainment at the pools, the speakers were up LOUD, like obnoxious level when they were doing the pool games and other things. Music volumes were fine, but at times the staff constantly on the speakers hurt your ears. -The beach. Worn chairs/loungers, and lounger hogs. One morning a female came down, grabbed two chairs near us, set her stuff there then went to the row behind us and set stuff across 8 chairs. 2 hours later, and not a single other member of her party had joined her (we went down at 7AM and just after 9AM she was still by herself). The beach was clean however. No drink service at the beach, only staff were the ones trying to sell you the massage, mixed with the beach vendors that constantly come up to you. -The bars. The staff at all the bars were efficient. The lobby bars were the only semi nice ones. The two at the pool areas looked like a kid threw up a lemonade stand. They just looked cheap. The adult pool, was nice but dirty. No one cleaned it. The bar there, again just looked cheap, but the staff their was typically friendly. They had the drink menu there that was also at the lobby bars, but HALF of the menu, no exaggeration was not able to be made at the bar in the adult pool. We felt a times Liquor was watered down. No buzz at times, and my wife who can't drink most tequila drinks was able to drink the Jose there with no issues. The lobby servers (only bar areas that had servers) were very friendly. The bars inside the restaurants were very limited. -Breakfast. Both breakfast buffets were your typical resort buffets in terms of food taste/variety etc. But service at breakfast was bad. If you wanted refills on coffee you had to get it yourself. One morning we timed it, and it was 19 minutes before a refill was offered. There would be a line for one coffee machine that was in operation, and staff would wait thru it as well for guests. One issue at the buffets is where the omelette stations are, if there is a line there you can't get to certain items on the buffet because of the line. -Lunch. The Mexican restaurant had a buffet, servers were typically friendly and on it. Food was decent. The beach grill, food was horrible. Just bad. -Dinner. Again, the buffets were your everyday resort buffets. They did fine, nothing stood out. We ate at the BBQ place twice, and both times the food and staff were awesome. The downside to it is too much food at times. It's a family platter and you get what you get. The Italian restaurant? Food was great. The server, initially, was great, for about 2 minutes, until a larger table was ordering wine. My guess is the servers get a bonus for selling wine, because he spent the rest of dinner service all over that table like they were high rollers and we will get their money. The server never came back, as he was too busy selling wine to the other party. Didn't get to try dessert or anything. -Other. The shops. Nice little shops, but if you are the only ones in the shop you then have a personal shopper. They walk with you around the store, and anything you look at they then start with pricing, and other things. I can read. I can look, and if I have questions, I can ask, believe it or not. I don't need you there literally EVERY step I take. Overall with the above, and other things that we experienced or the resort was lacking, we will not be back to here, or any Iberostar property in general. And this is why we wouldn't consider a vacation club membership without completing a stay first, rather then being forced to make a decision at the beginning of the stay.