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.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
11160 reviews
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Sep 30, 2024Fantastic resort/property!!!!!!!!!
We just got back from Iberostar Tucan, Playacar and I must say, It was Fantastic!!!! The resort is immaculate! Service was great and the staff always smiling and ready to help. The food was good and the abundance was impressive! The tropical room was exactly how they should be , very cute and quaint with Mexican vibes and very clean and the beds and linen, Amazing. The property was well kept and the animals were living their best life. They have amazing paths to walk and so much to see. We want to thank Juan from the morning staff@ the Cozumel dinner room, who made our breakfast experience amazing, we thank you. The only problems we had was at check in but was resolved quickly and The room needs more charging outlets. Other than that, we will be back and I can’t wait!!!!!!!!
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Sep 26, 2024
Classic paradise😊
What a beautiful resort with lots of wildlife to see. Huge pool and right on the beach too. Plenty of restaurants to choose from and lots of fresh food. Staff members were very polite and helpful. Especially the manager Daniel. We’ll be back again for sure.
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Sep 24, 2024Such a poor first - second impression
Such a poor first - second impression: I came here again as I was absolutely mesmerised the first time! Unfortunately, although things have supposedly been upgraded since I last visited (over 10 years ago), the room I was allocated this time was in somewhat worse condition. Situated close to the reception and bar areas, it had a direct balcony view of some bins. The ‘heaven’ like experience quickly changed to worst when, after a 24 hour journey to get here, we were blatantly told that although we had booked the experience a year in advance, there was nothing they could do to improve it, that the rooms were fully booked, unless we were prepared to pay more, of course! After a long winded discussion and me insisting I would speak to a manager, I was eventually told to come back to the reception the next morning and that my room would be changed to one even further away from the beach should I choose to do so. Now, aside from the fact that I had paid for a ‘premier’ room to accommodate two, all inclusive for the next two weeks, I was told that a minimum of £30 per night was required should I choose to be moved to a balcony that wasn’t facing the bins, and an area that was closer to wilderness/ further from the noise. I explained that the premier/ double twin we had booked had no option attached to it to allow for such preferences, even though the website clearly states you should be able to do so. As a diabetic, I didn’t even dare mention I would need more sugar free drinks in my room than other guests, as I was embarrassed! I was embarrassed for my partner, whom it took me nearly 10 years to convince that this place was heaven on earth, embarrassed for myself being too tired to continue a futile conversation with a member of staff who was visibly disturbed by the idea of two women wanting to share a bed opposed to sleeping in two doubles, embarrassed for for the hotel manager who I bet had no idea of what was going on, despite me repeatedly asking to speak to one, and embarrassed for the hotel I once called ‘my safe space’. Having had my fair share of being treated as a second class citizen, you’d think I ought to have gotten used to it by now. And as much as the purpose of this holiday is not one to be totally confined to a room, I strongly believe that what cost us just over £3000 should get you more! Instead, I am writing this at 3 am, unable to properly rest after a 24 hour journey, anticipating more resistance from the next reception staff, at a luxury hotel that was classed best of the best this year and at a price that could easily cost one’s mental health.
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Sep 18, 2024
If you’re not a Club Member or Mexican, expect to be treated poorly
Stayed here for 10 days and couldn’t wait to get home. There are many negatives and few positives. One of the main positives (maybe a small thing) is that your room ‘key’ is coded into your wristband, so no constant searching for key cards! Among the many negatives, the main ones are: The constant noise - I really can’t emphasise enough how loud this place is…all the time. The maintenance (grinding concrete etc), the petrol leaf blowers, the afternoon pool music, the constant moving of crockery & glasses on trolleys over cobbles. It genuinely never ends: from early morning until late at night. One particularly bad night we had a mariachi band playing until 1.30am, then the leaf blowers started at 6am. In addition to the noise, the fumes from the petrol & oil of the leaf blowers, the diesel trucks and (randomly!) aerosols used by the pool on several days, were disgusting. For a resort that supposedly prides itself on being ‘eco friendly and sustainable’, this is baffling. Cleanliness - generally subpar. Examples we encountered include: noticing a urine smell in our bathroom for several days & (as the floor wasn’t mopped) having to clean the floor ourselves and realising that the orange stains in the corner were actually dried urine, finding a sun lounger covered in baby poo by the pool which we moved out of the way and it was left where we placed it all day (despite numerous staff standing nearby chatting), excrement by the ‘quiet’ pool with staff just walking around it, and the pool ‘cleaning regime’ seeming to be staff just wandering around randomly with nets to skim the edges. Expect to feel undervalued as a guest - Priority, and preferential treatment, is always given to Iberostar Members and Mexican families, who descend on the resort regularly (it appears to be mainly on the weekends) for a few days. The usual ‘rules’ of the resort don’t seem to apply to them. Smoking & vaping wherever they want, reserving multiple sun loungers, taking numerous children into the adult pool to play, standing in the pool with plates of food, diving/bombing into the pool with no regard for safety or anyone else. These were all witnessed numerous times, and were things that we saw Brits & Americans being ‘told off’ for. Aircon - the aircon in rooms is limited and won’t go below 21c/70f. This means that sleeping is really uncomfortable. As all the public areas are open sided (except 2 of the specialty restaurants), there is nowhere to really escape from the heat & humidity. We discovered that the lobby toilets were actually the coolest place on the resort! Other minor issues: expect queues everywhere (for bars, restaurants etc), cleanliness in general, constant reserving of sun loungers with no intervention by the staff, no ability to change any currency other than US Dollars at Reception, the friendliest staff are the people who work in the Photo Store! In conclusion, if you’re expecting 5 stars, don’t come to this resort. We’ve stayed at several other resorts in Mexico and they all surpassed this one in every way.
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Sep 16, 2024Great atomsphere, but VERY hot restaurants.
The grounds, beach, ocean, and resort are beautiful! ALL staff was amazing! Everyone worked so hard and were very friendly! We had a total of 7 family members. Unfortunatly, we thought this was an adult only resort and was very disappointed to find there were kiddos here, but the worst thing is that some resturants are not air conditioned. This is a very big deal because we ate in the heat most of the time and sweat rolls off of you in almost 100 degree temperature. We found ourselves very irritable becsuse the only places to be cool was in our room and in the ocean. Because of this we will not be back.
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.