TripAdvisor Traveler Rating

There were 9 of us including seniors and children. we had not hot water for 2 days in we didn't have even warm water. They moved us 3 times in total before we got warm to hot water. Hotel is very old. good entertainment and good staff but good was redundant. My kids was dissappointed to not get pizza or fries. Pool was ok but too shallow. Beach was excellent and the beach bar though hidden, occassionally turns into a fun place for a beach party. Be prepared, the rooms are very moldy and lots of gaps on patio doors so mosquitoss often enters our room. We had to use our luggage tags to tape the gaps. Ala carte was not good. Italian restaurant alwasy " fully booked" unless you get creative and speak smartly to the booking lady. Hint hint. The amenities washrooms are bad. strong urine smell and they have a lot of plumbing issues. No soap or ways to dry hand. Would not go back even in the best of times. I've been to Cuba 7 times and this one, I found to be quite dissapointing. Beach and also the beach restaurant for lunch is the recommended. THey have good grilled pork there. I will go back to Cuba one day but not here.

Right from the beginning we were put in a dirty room, ground level, far from everything building 20 or 21 I believe. Bugs everywhere. A chair that was falling apart and literally had the back of it crash down when we were trying to sleep. 2 pairs of the previous guest's underwear on our patio chairs. Then told it would be $40 USD per night to switch and that the resort was full and we couldn't switch until the next morning. After 3 visits to the front desk they finally agreed that they weren't actually full and they moved us that night at no charge to building 23. Crawled into bed as we were exhausted from a day of travelling only to wake up to find the sheets in our new bed were disgusting with either blood, vomit or poop marks. Our room cleaning lady even asked us if we got sick in bed that night. No, the sheets came pre dirty. It was gross. The service at the lobby bar was terrible at first. No smiling, first one at the bar but last to be served. We asked our travel agent and the WestJet rep to switch us resorts. As we started to meet people we found other people just as unhappy and uncomfortable as us. No hot water the first 3 days then only hot water in the afternoon. Same food with little selection on repeat for most of trip. Selection got better toward the end of our 7 days. Main pool was extremely dirty, like to the point I got a UTI from swimming in it It was never cleaned while we were there...I'm talking toilet paper floaties and debris all over it. I've never swam in a pool so dirty. The service got a bit better once staff started to know us although the last day at the pool bar the staff were very cold to us when we brought them some sandals for their children and grandchildren. The beach was nice, lots of chairs available due to low amounts of tourists due to the fuel and airline situations. The Gardeners were very kind, kept the Gardens looking great. Our room attendant was very nice and helpful during our stay. I had left a few things behind on chairs such as a jacket and never seen it again, not that I expected to but their lost and found is really just a lost and never returned. Food was ok, cold most of the time. Best meals were things we made ourselves like fried rice we had them fry it on the grill for us. The snack bar is terrible. The Italian ala cart was ok. Best meal of the day was breakfast, always fresh eggs available and bread. Service in buffet lacked, sometimes they would offer you drinks, sometimes not, sometimes you would get it, sometimes not. Best part of our trip were the people met here. Many who had been here before said it was a drastically different experience for them for the worse. I don't think we would return but if by chance I did, I would consider the sanctuary side which I'm told is very different. Pool on that side was cleaned every day. Many people who paid for the prestige didn't get the things they were offered. Our AC didn't work until day 5 of our trip and our fridge in our room didn't close properly. Resort is older and not well maintained unfortunately. Very big and laid out so a lot of walking. I would say pay a bit more and find somewhere better as this is likely not the place for you. I was warned prior to travelling and even people on our bus cringed when we pulled up to the resort. I went with an open mind like I always do but very quickly learned what all the warnings were about. Was also a bit worried around the chicken and pork cooking stations regarding cross contamination with their cooking utensils. Anyways buyer beware.

We always enjoy Cuba — the beaches and pools here (and at Memories, where we stayed last year) are just beautiful. We had great experiences at both resorts (I was also at Grande Memories when it was a RIU). The food was wonderful — fresh omelets every morning, amazing fish (a favorite of one of my sons), the snack bar is a must, and I loved the pork, chicken, rice, and black beans. We were truly taken care of and treated so well. For most of our trip, Arelys and Javier were our servers — so sweet, always happy, remembered us, and completely pampered our family. The party night at the lounge was such a blast too! I don’t remember the staff names, but two of them had us all up and going the whole night. We rented a car for a few days, which turned into such a great adventure. We also toured the pediatric hospital — it was definitely eye-opening and gave us a deeper appreciation for the resilience of the Cuban people. We will absolutely be back again next year. Praying things improve for our friends in Cuba. ??

We had the best time here our room staff were amazing in room 22306….. Loraicy was very helpful in the two rooms we had with our family…. Rooms 22315 were very clean and very accommodating

Was very good. No hot water but theybstill treated us very well. Love the people. Will return to thos resort when possible