Condo Tucano

The staff were pleasant, and that earns the one star from me. We left four days early. Our first room smelled like sewer, and after changing rooms we still had to deal with noise: bars nearby played music until 4 am, which wasn't the hotel's fault, but pool parties went on until 4 am too, and that was. I couldn't find the advertised "beach club" because there isn't one. Drinks at what they call a bar require mandatory all inclusive. No coffee maker, fridge, or ice, and the terrace lock fell off. Air Canada Vacations needs to do a better job of choosing the hotels it sends people to.

We spent 10 of our 13 nights here, then found another hotel for the final 3 nights, without a refund. My girlfriend and I felt so uncomfortable and ignored that moving turned the holiday around. In other places we visited in Mexico, we felt at home. Tukan hotel clearly doesn't understand hospitality, and I hope people see this before booking. Avoid it. The hotel was old, dirty, noisy, and, in my view, dangerous. The worst part was discovering that headphones and some coins were missing from my jacket in the room. The manager and chief of security showed us what they called an investigation, including a door-key entry report that showed only us entering. But they had cancelled the wrong entry, ours instead of the thief's, and we had a bank transaction from shopping at the exact time in the report. That made us certain someone had come in and stolen the headphones, and that management was covering for them. They seemed annoyed and told us to go to the police. I came home without my headphones. We asked twice for the security key that we were supposed to get at the start, but were told both times none was available. Very suspicious. There was no fridge, coffee maker, cups, or anything else in the room. The water from the sink and shower tasted very strange, so don't even use it to brush your teeth. Everything looked rusty and old. Our room was on the fourth floor and there was no lift, which would be a big problem for anyone with mobility issues. They advertised a gym and beach club, but neither exists. At night there was all sorts of noise inside and outside, including a boiler, screams, music, and alarms. Breakfast was average, nothing special, though the restaurant staff were nice.

The website photos were a lie: the pool and outdoor area were under construction, with work starting early, so sleeping in wasn't an option. Once the drilling downstairs stopped, a man would start screaming, usually in the evening. Not just yelling, screaming for his life. It happened every evening, and I dread to think what was going on in his room. The room was dusty, and even the replacement sheets had stains. The bathroom was otherwise fine, except for the small cockroaches that clearly lived there. At reception, the workers were rude and extremely unhelpful, making every interaction harder and more unpleasant than it needed to be. I don't know what was worse, the cockroach on the toilet paper or the customer service. I know it's a cheap place, and you expect to get what you pay for, but you don't even get that. Do anything but stay here unless you want to spend the whole time disgusted and disappointed.

It's very central, with fun things, the beach, food, and a pharmacy all within a five-minute walk. 5ta Avenida is right next to it, so expect plenty of noise. We had a bunch of activities planned and only needed a place to sleep, so that worked for us. Otherwise, the hotel is very outdated, with limited amenities and rooms that need updating and minor repairs, mostly from wear and tear. It's a decent spot if all you need is somewhere to sleep, but I wouldn't recommend it if you're after the best cancun experience.