A "new" resort with an "old" feel

If I didn't know that the resort was "new" before I had booked, I would have never known. All lounge chairs, beds, pillows, drapes, towels, linens, cushions, etc were second hand - our beds were horrible, pillows like pancakes, curtains tattered and linens torn. The pools were cold and dirty - bandaids, leaves, cups and straws in the filters for more than one day and green algae as well. The rooms were a good size but the bathroom was fantastic - roomy with lots of counter space and one of the b [... read more]est showers I've seen! The buffet contained the exact same food each meal, every single day, service was mediocre and slow. The a la cart restaurants were all fantastic - except for the Italian, which was meh. Beach was absolutely beautiful!

Let Down

I was expecting a new hotel the rooms didn't reflect that looks like they used spare parts. It was 4 days before we got a full set towels The service in the buffet was very slow getting coffee and tea proved to be a challenge. The beach was nothing to brag about. This hotel has a lot of work ahead to become a 4 star

Great time, no issues noted from prior reviews

Great hotel with amazing rain forest shower. Food was better than anticipated but choices were limited. Entertainment crew were friendly and tried to please. Service in restaurants was slow but this was not an issue for us. Enjoyed the mojitos and the friendly Cuban people. We overall enjoyed our experience at the Warwick.

Regret wasting money and vacation days

Food: worst part of the trip, so limited selection, and bad quality Beaches: rock and some plants Pool: no chair available if hou don't get up by 7:30 to secure one Service: room maid is nice, others ok

Resort with potential

Our Feb. 4 -18 stay at the Warwick was our fourth trip to Cuba, and our third time to Cayo Santa Maria. We enjoy Cuba due to the laid back nature, the quiet and relaxing beaches, the clean sand and water and the Cuban people. The lack of motor sports, helicopter tours, beach hustlers and vendors sets Cuba apart from other destinations in a very positive way. The reviews of the Warwick prior to our trip were very negative specifically from people staying over the Christmas break time period. We w [... read more]ere very nervous going, but kept an open mind. The bus transfer from the airport to the resort and the check in to the resort was flawless. The Warwick was well organized for our arrival. After the welcome cocktail and sign in process we were taken to our room within 15 minutes of our arrival. On the way to our rooms the driver gave us a brief orientation of the resort and pointed out the key items such as beach access, pool areas, main corridor through the resort. The room was clean and to our satisfaction with everything we requested/expected, our bags were delivered, and we officially started our vacation. We attended the Transat resort orientation the next morning. The representative was fluent in English, French and Spanish. She did a great job providing resort details, explaining the a la cart system, the beach towel system, who to ask for what and generally provided her support. She provided an overview of the Santa Maria area, of excursions and trips available, where and how to find her through the day and for any emergency needs. The resort was running at about 60% capacity upon our arrival and slowly filled to about 80% plus capacity through the second week of our stay. A few areas became stressed as the resort filled to capacity, most noticeably the buffet, and pool chair availability became issues. Line ups for omelets ran from 10 - 15 minutes, the toast line up was 5 minutes. Pool lounge chairs were all claimed by 7:30 am, the pool area is not large enough for all the guests if the conditions at the beach become unfavorable. Generally the food quality was good. I have a sensitive stomach and was not seriously impacted. The food variety is limited, few vegetables outside of salads and pickles, fruits were limited as well. No potatoes and no bacon over the duration of our stay. All the a la cart restaurants were good, with good food quality and flavor although some items on the menus were not available. Service and the staff were excellent in all restaurants. We did the lobster place for a $25 premium, it was good but not exceptional, in my opinion the price is too high for what you receive. The bars throughout the resort were good. The main bar at the buffet and the coffee bar across from the main desk have challenges with service. A few more table staff would eliminate people lining up and crowding the bar areas. There was no Canadian whisky available although the resort was full of Canadians. The big disappointment was in the beaches at the resort. Beyond the Warwick's control, the beach has been eroded due to heavy oceans and windy weather conditions. The sand is washed away leaving rocks exposed and water right up into the shade huts, with some huts washed away. Early during our stay the beach was further eroded by heavy surf leaving more rocks exposed. This forced everyone into one beach area and it became very crowded. Towards the final days the sand was washed back onto the beach covering rocks in places. This beach area is in constant change, I'm not certain what can be done but eroded beach conditions place further pressure on the pool area which really isn't large enough to accommodate all guests. Generally the hotel staff were fantastic, nothing short of amazing. Aimee at the buffet took care of us and did a great job. Michael at the beach made sure our drinks were full, cold and correct many times throughout the day. Our room was clean and we were well cared for. The groundskeepers do a great job, the entire staff were warm and friendly. The Warwick has a great deal of potential. A new hotel with great staff. It needs to work out some kinks such as the buffet line ups, the food variety, the pool area limitations. The beach should be the main attraction and this is also an area of concern somewhat out of the Warwick's control. Overall we came away with a feeling of reasonable value for the money, nothing more, nothing less.

Ok resort

Clean resort, staff nice, small beach area, cold pool, no hot tubs, a la carted not the best, buffet much to be desired but the turkey, pork leg and ham were excellent! Locked out on balcony for 4 hours before someone came even though a passerby informed them 3 1/2 hours before. Day entertainment - hardly any. A couple of good night acts. Overall, would not recommend.

Loved it!!!

Warwick Resort is definitely one of my top 5 favourites in Cuba!! Through the years I have visited Cuba at least a dozen times. This resort is smartly laid out!! There is s central infinity pool spread out on a few levels offering lots of shade, comfy loungers, pillows (if you get there early). The new modern decor looks clean and uncluttered. I certainly do not visit Cuba for the food, but there was a good variety of choices available at the buffet, the 24 hour snack bar and the beachside resta [... read more]urant. One of my favourite spots was the "coffee bar" in the main lobby. They offered a variety of coffee choices with or without liquor. I found the staff caring and helpful. Staff at the reception desk was always accessible if you had a question, booking reservations for the restaurants was easy, money exchange offered good hours, and our Sunwing reps especially Elviy were fantastic! All in all had a great experience. The only thing I was really not happy about (the resort had no control of this) is that the beach had lost over 30 meters from a storm they had just before Christmas. Very unfortunate as I go to Cuba mainly for the beaches. In my opinion Warwick resort is a solid 4 star in Cuba, with potential for higher rating.

Tips for Customer Service - REALLY???

Cuba is not known for its food which I knew being my 5th time to Cuba but at least during my past holidays the service has been very good. I was disappointed when hands were constantly out to get a tip even for just for pouring a coffee. I am not sure if this is the new trend but it is not attractive one that is for sure. A sense of ownership in the client experience is completely missing and if this resort wants to thrive in a competitive market they may want to review the basics of customer s [... read more]ervice and instill that a differentiated customer experience will give them the edge to flourish in the tourist industry.

Beautiful resort - but given them time to improve

Have stayed a few kilometres away at Iberostar and appreciate that this is a new resort working to improve. Unfortunately, I felt that some guests were looking to take issue. You can't please everyone... Good: The staff couldn't have tried harder to accommodate, to engage in friendly conversation in a second language, to be kind. I have always found the Cuban people so warm. There is enough variety on the buffet, omelet, stir fry, smoothie and pasta bars that there is always something to eat. G [... read more]reat cheese. Delicious wines - especially those from Spain. The a la carte Le Med was simply fantastic as was Fusion. Room was *very* clean and bed was comfortable. Alejandro looked after us very well - such a hardworking, personable guy. He is a real gem. beautiful ocean view and perfectly located in bungalow 1. Pool is huge and there are great sandy stretches of beach for swimming. Gardens and variety of flora make the expansive grounds simply stunning. Didn't take in much evening entertainment but magician was so talented. Areas that could be worked on: Wait times for food could be very long in the snack bar. As a family of 6, meals came out separately or not at all. Waited for 2hrs in line to make à la carte reservations. Italian restaurant was so disappointing. Some dishes were just so bland that they were not palatable (mushroom penne) - perhaps they could start growing their own garlic on a rooftop garden. By and large, the majority of any negative issues had to do with other guests: Butting out cigarettes wherever it suited - cigarettes on the ground around pool area etc., A woman who smuggled starfish and snails (plucked live from the rocks at waters' edge) home - let's hope your astounding ignorance does not decimate our farmers' livelihoods or our waterways. Your illegal behaviour was shameful and I'm discouraged by your lack of respect for the environment. Those who lacked the common courtesy to ensure those waiting ahead of them at the bars were served first. Guests taking plates of food and leaving them unfinished or their empty cups and straws on the beach (more garbage cans would help). Our flight was delayed and I only wish that Air Transat had done a better job of communicating the change of plans. Stood waiting for the bus from 5am until about 7am with four kids before one of the employees from another bus mentioned she heard their were delays. Signs were eventually posted advising of the new plan for the bus to pick us up at noon.

A little disappointing

While this resort was nice it was "a little dissappointing". This was our second trip to Cayo Santa Maria. The other was to Iberostar Ensenachos Resort. The service, food and facilities at the earlier resort were far superior for similar money.

3 stars at best

Where do I start. The main buffet was always crowded and long lineups. Same boring food every day. No variety and no vegetables or too many fruits. Shower drain smell in the room. Beach always busy and rocky. Have to fight for chairs. Shows all sucked. The servers not happy and always looking for a tip. The "cuban" way of doing things is getting to me know. We've been in Cuba 20 times in the last 10 years and we can see a change for the worst. I would prefer going to 4 star hotel in Mexico or Do [... read more]menica than a 5 star in Cuba. I'm disappointed in Cuba.

Not Impressed For a 5 Star

No water for a whole day, ANYWHERE on the resort! 6 Items on the menu at the pool snack bar - ran out of French Fries???? Waited in line for an hour and a half to book the a-la-carte restaurants Beach had tons of coral...could not walk the beach

Great Honeymoon Vacation

We just got back today!! Very beautiful place and the people there are very helpful. If you go try and get building 9, it's between the ocean and main building. Take advantage of the a la cartes and night shows. Beach is breath taking we can't wait to go back

Met Expectations

Did follow reviews prior to departure. Knew it was a long way from airport. Knew a hurricane ruined much of the beach. Grounds, pool, room were all nicely maintained. Staff friendly and tried hard. Food was as expected. Bar and coffee service excellent. There are better beaches in Cuba, and located closer to an airport. It was good value, and there was no snow on the beach!!!

5 star resort 1 star food

The hotel was 5+ stars but the food was 1star. Great rooms with modern decor, awesome beach. Daily cleaning was ok, needed to ask for towels and mid-week had an issue with a smell coming from the shower. The problem was fixed right away and did not return. We were prepared for cuban food as many people warned us but the food was terrible. We will most likely not return to cuba for that reason.

Not a good resort

nice grounds, clean rooms. just bad management and bad staff. beach was horrible and pool was very dirty. this is not a five star hotel. good luck walking at night bring a flash light with you there is lights on the paths.

Enjoyed our stay!

Due to negative reviews, we were concerned upon arrival. Thankfully we were pleasantly surprised by the clean, beautiful grounds and modern room. Staff were very helpful and friendly throughout the resort. The food was not impressive but our expectation of Cuban food was not high in the first place. Meat and vegetables were overcooked and below our standards but we always found something to enjoy. Great omelets, crepes and bread for breakfast, fantastic fried rice bar for lunch and most a la car [... read more]t restaurants were enjoyable. We would go back!

Nice place

Grounds were beautiful, wonderful staff who bent over backwards to help, nice sandy beach and drinks were great. Food needs some help but overall a great place to relax. Negative comments read before leaving on trip were concerning but not accurate when we arrived.

HAD A FUN WEEK

FIRST TIME TO CUBA, TRAVELLED WITH FAMILY AND FRIENDS. BEAUTIFUL RESORT, GREAT POOLS AND A GREAT BEACH. ONLY RECOMMENDATION IS MORE SELECTION ON THE BUFFET AND A FEW MORE ACTIVITIES FOR THE TEENS. WE DIDNT HAVE ACCESS TO ANY OF THE WATER SPORTS, KAYAKS, ETC ON THE BEACH, STILL NEW AND SOME STILL WRAPPED IN PLASTIC. YES, I WOULD RECOMMEND THIS RESORT AND WOULD RETURN.

Great Resort

This resort was very well kept and maintained. The resort is only a few months old and you can tell by how clean and new everything is. The rooms were very nice. There was a variety of food options to suit everyones needs!