TripAdvisor Traveler Rating

Where do i start. First of all, let me say that this was probably my 15th time in Cuba, and i never experienced something like that. We went for a little vacation and we had everything except a vacation. My girlfriend lost her luggage and as soon as we arrived at the hotel, we tried seeking for help. The receptionists were very rude and didn't want to help us at all. This one especially, Marelys, who clearly doesnt like her job. When i tried to come back the next day, i was explaining the situation to a new receptionist and i heard that woman talk to him in spanish and she went 'ohh don't listen to him, he's just here to complain. Luckily, i understood her and pointed out her negativity right away. Every time i asked for the manager, ALWAYS in a meeting, how convenient. Another problem was with customer service. The water in our room wasn't working at all for four whole days. When we tried to complain, EVERY DAY, to get an upgrade, they told us many times that they will upgrade us to a suite, which was never done. They asked us to come back 4 days in a row for nothing, a pure waste of time. They had all the excuses in the world and didn't want to upgrade us in any means. They were very rude the whole trip for whatever reason. Their arrogance made me question the choice of the hotel more than once. On the good hand, the animation was amazing with Carlos, Noremys and all. The snack bar and the pool bar had the best waiters and bartenders, never a problem. The hotel in general is very well maintained, with lovely people. If you're thinking about going to this hotel, let's just not hope you encounter any problems because the reception and customer service were very rude and wouldn't do anything to help us.

The hotel is beautiful,the staff is absolutely great,they've provided us a wonderfully time,we are very thankful, we're definitely coming back soon

One of the nicest places I’ve stayed at in Cuba. The hotel grounds were beautiful and well kept, the rooms were clean and well stocked every day with clean towels and bottles of water. The food was plentiful and varied, only a few shortages of things like butter and bananas. The Italian restaurant was very good as was the beach restaurant at lunch. Depending on the day some of the bars were missing things like Coke, pina coladas, mojitos but there was always plenty of rum and beer. Excellent coffee bar as well. The music and nightly entertainment was great, there were some very fine musicians playing in the buffet and restaurants. We paid for the Roc Plus, better room, more comfortable bed, special area on the beach with more comfortable chairs. Also unlimited access to the à la carte restaurants with a reservation. Our daily animator was amazing, she gave great dance lessons, really fun! There are so many good things to say about this resort but a few negatives as well. Coffee and drink service in the buffet was sometimes quite slow and the lineups could be long. It took a few days to get beach towels, there always seemed to be a shortage, not a bad idea to bring your own. There are a lot of Russian tourists there, not really a problem, just be prepared to hold your ground as they do seem to like to butt in line. We were there during the Cuban school break so there were Lots of families enjoying the pool and buffet. It made for a very exotic vacation, it was rare to hear any English. The staff are friendly, helpful and professional, some of the nicest people I’ve ever met in Cuba. If you don’t sweat the small stuff and can go with the flow then I really recommend this resort. I wouldn’t hesitate to go back!

The resort had beer and rum only. Other resorts had vodka. The staff was not the friendliest. The Bistra ala cart restaurant allowed us only 2 glasses of wine each. And the red wine was watered down. We bought red wine by the bottle at the gift shop. You had to keep asking for coffee at the buffet. And no butter, salt,pepper or ketchup, but the food was not bad. Remember you are in Cuba, you don't get a great selection. The resort is kept pretty clean and we had roc plus, so our room was updated.

The best caribbean experience. Recreation it's great , never got bored, specially at the beach party. Their Coffee stand as one of Favorites, along with the different personalized spaces. Tho te resort is old they are making a Major effort to get to the Client. Totally reccomend Arenas Doradas resort.