I traveled to Cuba last week, Havana then Varadero with my friend. The Pro would be the easy access to the beautiful beaches and the clean and well kept grounds. My Cons list is too extensive but I'll narrow it down... Upon arrival the front desk staff were pleasant, asked us to make dinner reservations with "Frank" at Customer Service. We felt he ignored us for some time as he laughed and spoke with a Canadian couple who were checking out. He even came to me and asked "Do you need me right now?" We were not his priority... We had to switch rooms as our first room was filthy, urine on the seat, dirty towels on the floor and a bucket in the bathroom, Clearly this room was not cleaned prior. When I went back to the reception desk to make them aware of this issue, I was rudely told by Nuirka that i would need to wait until all rooms were cleaned so she can speak with Housekeeping. That's ridiculous. I felt the receptionists and Frank in Customer service catered to Spanish speaking visitors or Canadians. My biggest problem was when they deactivated our keys stating that we need to check out on the 22nd when my reservation, which I should Nuirka, clearly states the 23rd. When I asked Frank if I could speak to a manager, he rudely told me to sit down and wait. This is not the way to speak to paying customers. After they figured out they were wrong, zero apology from those involved, only a nice manager who provided a complimentary bottle of rum. I love Cuba but will not stay in a resort where I feel like a second class citizen. Frank also sat us at 8:30pm at the Mexican restaurant and we were the only ones in the restaurant. Mind you, we passed by the restaurant at 6:30 and there was plenty room. He was just being a jerk to us, I would hate to think it's because we were the only African-Americans at the resort. I cannot in all honesty recommend this hotel.
First time visiting, won’t be the last
Jan 28, 2023
Staff are wonderful everywhere in this resort, rooms best I have had in Cuba, u don’t come to Cuba for the food but you won’t go hungry here. Beach is a dream come true with sand bar allowing you to walk a good ways out from shore.