TripAdvisor Traveler Rating

I want straight away to say thank you to all staff including manager, entertainment employee Nigeria, waiters, people who were working in the swimming pool. They tried their best what they could do to satisfy us. But they couldn’t do nothing about hotel. All the pictures which are on the site are old, in the reality you will get something different. From 8 restaurants in description there is only one who works. They dont have bar on the beach. No, they have, but the only thing what is working there is toilet (without water, so you can not flush). If you want to get hot dog in snack bar you need to be ready to get half of sausage without bread:) If you want fresh eggs for breakfast be ready to get mix of… we don’t know exactly what was it, but definitely not eggs. If you want to go shower, before you put shampoo on your hair and shower gel on your body, just check if they got hot water. Our bathroom didn’t work, but thanks to the manager they changed our room. I wanted to write all small bad details about our vacation, but i even dont want to remember this. Food, drinks, service, rooms — the worst. Beach, people who work their, entertainment programs — very good. But we paid such a lot of money not only for this, we expected good service from hotel, but unfortunately we didn’t get it.

Elevator not working . Room were filthy , bathroom as well.Ceiling falling down, broken tiles .Not running water at some moments, not toilet paper Horrible food .DO NOT GO THERE . I paid 7000 usd and i couldn’t leave , or move to another hotel because they didn’t wanna redound my money .YOU ARE WARNED !!

This was our second visit to this hotel, which should tell you all you need to know! . In January 2023 my girlfriend and I stayed for ten days, and loved every minute. Our only complaint was that the food is bland, but that's Cuba. This year, March 2024, we returned with our entire family of ten people and upgraded to "THE LEVEL", on the seventh floor. It worked out great. The staff nearly tripped over themselves to ensure that our every need was met. We became close friends with the hotel manager, Carlos Campos, who is a warm, kind, and very genuine person. He was sure to find us at least once every day to be sure that everything was all right. Thank you mi amigo. "The Level" manager was Joanna, and she helped us plan exciting events and day trips and best prices, tickets, etc. Thank you for that. Our doorman, Roberto was as efficient as he was last year and arranged our transportation daily. Muchos Gracias. Our room staff appreciated the "dollar store" items that we left for them daily to take home for their kids, little things like coloring books, crayons, hot wheel cars, chocolates, etc. They treated us like royalty in return. Cuba is in a crisis. They are short of food everywhere, people are so poor, but they kept their happy faces and treated us with utmost respect. Food was still bland, but we remembered to bring our own seasonings, hot sauce, etc. and that helped a lot. They ran out of eggs a few different times, so we ate something different, the next day they were back. Same with bread. It was hard to find flour and yeast, but somehow Carlos always found a supplier. It's Cuba, times are tough! The entertainment was great, taxi service was quick, plenty to do with stores and health spa on the premises. Marina waterfront, all the water sports, seafood restaurant. Beautiful white sandy beach with soft white sand as deep as you could wade into the ocean. Easy on the feet. Fantastic. Overall our experience was very different from other vacations, but the cost was reasonable, the service was excellent. For those reasons, I must award them with a FIVE STAR REVIEW! They stepped up, and did better. Thank you Carlos and team.

Very good experience! The staff was amazing and very friendly! The pool and beach animation team were also very enthusiastic and eager to fulfill our experience for the best! The facilities were also very clean and the beach was super close and nice! We wish to go back! Thank youu

While I acknowledge resources are limited here, I was quite disappointed in my stay at this hotel and I am not one to typically write bad reviews. I was completely prepared for not the best food, however, not for each meal to be served the same exact food with minimal to no options. Most of the food is served cold and was very bland. Secondly and most importantly, there is a huge lack of basic necessities provided with no accommodation provided. During my entire 6 day stay I got a change of bath towels once and I had to ask several times for this. I do not think they put clean bed sheets on once, and when we asked for bottled water we were told by the front desk they “don’t do water”. It was incredibly challenging to be provided drinking water for the room. The beach is beautiful but I would save your money and choose a different place to stay.