TripAdvisor Traveler Rating

Our stay was excellent, and a big part of that was thanks to the amazing reception team. From the moment we arrived until the day we checked out, everyone at reception was friendly, professional, and always ready to help. They made the check-in and check-out process easy and were very attentive to any questions or requests we had. Their positive attitude and great teamwork really stood out and made us feel welcome at all times. Thanks to the whole reception staff for their outstanding service. They truly helped make our stay comfortable and enjoyable, and we would happily return again.

Just got back from a week stay Jan 1st-8th. It sure didn’t kick off the New Year right as soon as I checked in there was an issue. I’ve been to this resort many times, going back to the days when it was Aqwa Azul. Being a frequent guest you get a red bracelet, which I had when I was there for two weeks in March. The bracelet allows you a few extra perks ( visits to the a la carte) When the recipient checked me in she handed me a orange bracelet, I explained that I’m a frequent guest and should be getting the red ViP one but she stated I was entitled to it as it doesn’t show I have enough visits. Didn’t want to get into an argument to kick off the trip and New Year so I took the orange bracelet and see if I can a least get into one a la carte during the stay. Little disappointed since the travel agent advised them prior that I was a repeat guest, when I made reservation while seeing if I could get put in a certain building if it was available. I moved past this as I knew she wasn’t going to budge. I was then brought to my room and that’s when the next adventure started. When the bellhop brought me to my room and showed around I asked to check the safe to ensure everything was fine with it. Sure enough the safe didn’t operate, as nothing happened when we keyed in a code, he stated he’d send up maintenance to fix it. A maintenance person arrived shortly after, opened the safe. Had me key in a code and test the safe which worked, though it took a few tries, as I mentioned the numbers aren’t lighting up, an indication that it’s probably the batteries being low. He said the safe should be ok now and left. My gut instinct told me don’t put my passport/ cash into the safe yet, despite him saying it was ok. Instead I brought both with me and went to the snack bar since buffet was closed for the night when I arrived from the airport. When I returned to my room I went to open up the safe to now put my cash and passport in and sure enough the safe wouldn’t open, as the keyboard was dead. I figured it’s late, I’m going to stay in for the night so I’ll deal with it in the morning. That began the day from hell. I went to the front desk and explained the situation. I was told to go to my room, since I’m required to be there when she sends up maintenance. Said he’d be right up. I waited just under an hour and no one showed up. I went out and when I returned in the afternoon I told them at the front desk that maintenance didn’t come despite me waiting almost a hour and being told he was coming right out. I was asked to go to my room and they’ll send maintenance up. I confirmed with them that they had the right room number, as I thought that may have been the problem. This time I waited 2 hours and again no one showed up. Now I’m getting pissed as that’s twice was told he’d be right up and no one bothered to come. I went to the front desk now for the third time that same dreaded day ( Friday) told them that’s twice now I’ve waited and no one came. They apologized at which time one receptionist got on her phone to the maintenance person, it’s now 7:30 at night and I’m told he’ll be at my room in 30-45 min as he’s just finishing up another job. Sure enough I trusted them and foolishly went to my room and waited. You probably by now figured what happened, it was strike three, Despite being told three times that maintenance was coming no one ever came. Guess I didn’t learn “fool me once shame on you, fool me twice, shame on me” but a third time? Don’t hand the customer a line of bs if you would have told me he’s busy today we’ll get to it first thing the morning I wouldn’t have wasted a day trusting what I was informed by people ( front desk) who are supposed to be working for the guest so they have a good experience. For two days I went without a safe. I didn’t bother going back to the front desk as I’d probably be handed another line of crap that help was on the way. I figured I had nothing to lose so I played around with it keying in my code we did Thursday, as well as the code the maintenance person did 1,2,3,4 when we tested it. Finally got safe to open after numerous attempts as it accepted 1,2, 3, 4 even though that code was changed by me when maintenance was there and tested. Numerous times when attempting to open the safe no numbers would light up nor the green light showing when safe opens. I removed all the batteries and moved them around from their original position. Finally got the safe to open and lock a few times without issue, Stayed with 1-4 the entire time as I didn’t want to attempt to change anything and risk not being able to open it again. Never should have got to this point. Each time I went to the to front desk to ask to have someone look into this she wrote it down on a log sheet. DOES NO ONE FOLLOW UP TO ENSURE THEY DID THE WORK? Where’s the accountability!! You see it was recorded on the log sheet three times did they ever think to maybe check in to see if everything is ok now with me? If I was a first time guest at this resort I’d sure as hell wouldn’t be booking a second time, if this is your standard for handling your guest issues. Two days into my holiday and the start of the New Year and already I’m thinking this is going to be one heck of a week. Third time a charm didn’t apply here with the way this was handled. If not for the fact that there’s a number of employees I enjoy seeing each time I’m there and had the pleasure of meeting again this week, the total lack of consideration for my concern ( no safe) has me rethinking my plans to return again in March, as I did this past year. No guest should ever have to 1., ask three times to have a problem corrected, 2. be told 3times someone was going to come, stay in your room with the end result being a wasted day of vacation, because no one bothered to follow-up Not at all impressed

hotel built in 1977.This hotel has lots of charm and beautiful gardens to walk though.We where fortunate to see lots of native birds and wildlife.While the hotel does not seem to be running at full capacity I believe that if it was they would have the means to keep up with the maintenance.We stayed in the bungalows by the beach I found it was great for my children.I think it’s important to keep an open mind while traveling to Cuba.I spoke with lots of people traveling from Canada that payed almost 3 times what we purchased the all inclusive for and they were extremely frustrated with the food and service and I could understand why.Some travellers where complaining about the lack of hot water in the main building we did not have any of those problems in the bungalows.Clean towels did not come everyday but we made due.We met some of the nicest people at the hotel that went above and beyond to make our stay a memorable experience ! Yaima is the pool snack bar made the best coffee !!!!She was a wonderful warm welcoming person!!! Melani at the artisan shops was the most intelligent and beautiful person she was so great with my children.The entire staff from both of the à la carte restaurants went above and beyond and I feel that is where we had some of the best meals at the resort.Also to note the entire gardening staff worked so hard and where so warm and welcoming I would say they where more welcoming than the front desk staff ?Our favourite maid was Elvira but she retired half way through the trip after working at the hotel for 24 years.And last but not least Addys from customer service went above and beyond!!! She used her only day off to escort myself, my family and another guest all through downtown Varadero with her beautiful mother and father they took us to all these local spots. We ate well we drank well, and we really got a vibe for Cuba. My youngest son is on the spectrum and can be extremely hard to travel with Addys and her family opened my sons eyes to how beautiful Cuba really is. These beautiful people that go above and beyond are the reason why I would return with my family to this hotel.I feel like I now have family in Cuba ??????

Mariela was so accomodating and the food at the snack bar was awesome, better than the buffet. Would definitely recommend!

We checked into the Starfish Varadero resort on Dec 20th for a 14 day stay. 11 of us as a Christmas family vacation. By the end of day 2 we were wishing we were going home. The resort is a wreck. Our rooms were in disarray and disrepair. From curtains barely hanging on their rods, toilets unable to flush, showers leaking water everywhere, mattresses poking you as you lay in them. One room in our party had a door that would not lock! The front desk/customer service office had a long line of people as well as ourselves fielding multiple complaints of the same nature. The food is dreadful, the same everyday. There are two ala carte's, Spoons and Milans. Spoons was essentially the same food served up at Hemisphere's, the buffet. Without the lineup of people butting in front of you to get to what they wanted first however. Milan's was better but still had hurdles of the 'butting in line' variety. Namely people demanding to be seated without a reservation. Never have we experienced food as awful as this was. All of us at one point got sick during our stay. Drinks are extremely limited. Not a blender in the place so forget that rum daiquiri you were wanting. Mojito's were hit and miss due to ingredients not being available. Beer was always there....until the taps broke. The entertainment factor is lacking. While they have a show every night. It's the same dance routines in different costumes and always at 9pm. The bar next to the stage does not open until the show begins. So we were told. Other activities and entertainment is non existent. A dilapidated ping pong table next to the pool with paddles and a single ball that a guest left with the resort. They have tennis courts, basketball courts. Beach volleyball pits. No equipment to enjoy them with. While the two main dinners presented on Christmas day and New Years Eve were a great improvement, the overall experience at this resort was dreadful. My recommendation to those looking to go to Cuba would be to try another resort as this one is in serious need of repair or condemning.