Great resort

We stayed march 6-13 it's a beautiful resort . The landscaping will only get better !!!! No complaints !!!! Clean rooms , food to eat ,cold drinks , amazing beach ..... They need a bit of work on their resort food ordering (running out of cheese, fries, ) but that will come with time !!!!

Terrible Experience with False Pretense

The employees and the rooms were the only thing this resort had going for it.We paid a Privilage Price with no Priv. Perks!! You had to get up at 5:00 to get a lounge chair either by the pool and by the beach. The buffet was terrible, no fresh fruit, salad bar was minimal, no juice for any mixed drinks, a la cartes were awful too. Due to poor management the resort ran out of any kind of cheese, no pizza no french fries for snack bar, no hashbrowns, no chicken fingers at one point!

Was good

It was worth of money spent. Nice beach, nice weather, amazing food. The resort is new, clean and quiet. A week in Cayo Coco in December is a great break from Canadian winter. Christmas dinner was unbelievably rich.

Valentin Perla Blanca- Cuba

The Resort was not up to par by a long shot. Having opened in Nov. 2014, we were hoping they would have it together! Far from it! They were under staffed and it did not appear like there was any supervision. The first few days we were at the pool, it was great. It was downhill from there. The pool was so green with algae by the time we left (7days) you could not see the bottom of the pool. At the Italian Restuarant one evening at 6PM they were out of pasta! The last day we were there they did no [... read more]t have cheese to make cheese omelettes. They never gave us any clean towels during our stay. Leftover food that had been left around the pool in the evening was still there the following morning! The staff was friendly and helpful. We would suggest not booking more clients until they get it together.

Go some where else!!!

Our trip to the Valentin Perla Blanca started with a flight out of Montreal at 6:05am, with Air Transat/TMR on March 7, which means that there is not much open at the airport for food at that time. We boarded the plane and soon realized that the only food that was available, other than a small bag of cookies, was stuff we had to pay for. The selection was expensive and not worth the money. Thankfully, we packed some granola bars. We have always had food to eat on any other flight down to the Car [... read more]ibbean but not this one. There was nothing indicated when we booked that food was not provided. When we have flown before with Sunwing, food was always provided. We travelled with Air Transat to Europe a few years ago and food was provided then so we assumed that it would be provided on this flight. Bad assumption. When we arrived in Cuba, we tried to convert our money at the airport since we heard that the hotel runs out of money quite often but we were not able to because the bus was ready to go before we got to the cashier. It turns out that we did not have a problem at the hotel to convert our money but they had a worst rate than the airport. The bus ride to the hotel was picturesque and interesting and a 2 hour ride. We didn’t mind the ride since we got to see a new part of Cuba. The guide on the bus was only speaking French and Spanish, and we had to tell her that we do not speak French. We were sitting at the very front seat of the bus. She was nice and repeated what she was saying in English to us. My cousins near the back of the bus were not so lucky. Although, they said later on that they couldn’t even hear what she was saying anyways. The guide was also selling beer to the bus riders, and when I asked her if she had any water, she said no, only beer. It would have been nice if they had water as well since not everyone drinks beer. Get some water for the bus ride. We got to the Valentin Perla Blanca around 12:30pm and was told to go to the Privilege desk to check in since we had paid for privilege package. We were told that our rooms were not ready yet. We were then told that we could put our bags in a locked room and go look around and get something to eat. We finally got our room at 4pm but my cousins only got theirs at 6pm. The room was really nice. We got room 2564, but our cousins were in a different bungalow even though we booked at the same time. We were in building 25 and they were in building 22. We asked to be put in the same bungalow and we were told that we would be contacted when the rooms were available but we were never contacted. We just decided to keep the rooms incase we got rooms that were not as nice if we moved. We had towels and beach towels but no face cloths. We had a king sized bed and the room was very nice and comfortable with a nice balcony. It was quiet most of the time except for the partying couple next door. The room was always clean and the AC worked great. Our towels were never changed all week and neither was the sheets We never received: the bottle of rum in room upon arrival, they only wanted to give us 3 meals at the a la carte restaurants, fruit basket in room upon arrival (and ''petits fours'', once/stay), or the private beach area with waiter service. The food. I am not a picky eater by no means and we have been to Cuba a couple of times before. So, we know that it is not quite as good as some of the other places we have been. Some of the food was good and some was downright awful. Pasta with white sauce that tasted like flower and water. Beef so tough that you needed a chainsaw to cut it. Chicken that was as tough as the beef. We did not get any bananas until the wednesday and then they were gone...to never reappear again. The apple fairy only showed up on Thursday...only to leave again that night. Under ripe pineapple that did not have much taste but was ok. Lots of awful guava, though. The cheese disappeared on Monday and only reappeared on Friday. The fry fairy never showed up. She must have forgot to stop at our resort. The first a la carte we tried was the French. It was good. The second one we tried was the Seafood. I ordered the seafood casserole. I got some shells with calamari on it and 4 baby octopus as well as some mystery seafood. I could not eat it. The next one we tried was the Italian. It was the same bland white sauce that tasted like flour and water that I had the day before in the Buffet. I ate a little. We decided to skip any more the a la cartes. A la cartes are supposed to have better quality food then the buffet but they don’t. Most of the food gave us explosive poop afterwards. Bring immodium. The beach is not great as well. People are out really early to grab a chair in the shade and if you want one you need to get up really early to nab one. The beach is not very wide and the time that we were there, the flag was either yellow or red. The beach had been battered pretty badly from the constant winds. The winds were so bad that going for a walk was not really fun. The privilege section is really small and always the first to be taken since it has the prime location. No one checks to make sure that only those that have paid for the package are there. The workers are great. They try very hard with what they are given to work with. They always have a smile and are always welcoming and say ‘Hola’ when they see you. The management really needs improving though. Toilet paper in the common toilets in the main building are another thing. Most run out of toilet paper and when I let customer services know that the mens bathroom is totally out of toilet paper they said that they would get it fixed. The next morning the bathrooms still did not have any toilet paper in them. The morning we left, nothing was open yet. The bus picked us up, for the airport, at 7:15am. My wife was able to get us some muffins from the coffee bar just before we left or we would have starved. Do yourself a favor and buy the VIP package for the airport from your travel rep. There is nothing to do at the airport and the seats are horrible. The VIP allows you to bypass the long line to get your boarding pass when leaving and gives you access to the VIP lounge at the airport. There is food and drinks as well as TV’s to watch in the lounge that is included. There is a lot more, but this review is already too long. Do yourself a favor and go somewhere else.

Amazing Resort Bad Service

Read all the previous reviews and if it is something that would bother you then DON'T GO or you will really regret. We were 12 of us and 2 of them were very fussy eaters. There was one day when we actually starved because there was nothing good we could eat. But that is Cuba, however, service was really really bad. There was no milk or creme for the coffee and if there was creme and there were never cups there. When you asked they would bring you one cup rather than filling the station up. They  [... read more]don't change towels in the room. However, the rooms were very spacious and clean. You can't change beach towels. The cleaning staff would tell you to go to the poolside but that stall was NEVER open. We neglected the reviews thinking people were too fussy but everything turned out to be true. However, due to the company we had, we still had fun. The beach is sandy and awesome blue sea. Access to the beach is not good and there is hardly any shade for dark people like us who cannot afford to get any more darker. THOU SHALT READ THE REVIEWS!!!

HUGE resort!!

Valentin Perla Blanca is a nice resort, but since they are fairly new, I would think that in another year or two it will be a great place. Don't take me wrong, it's beautiful, scenic, great rooms. I think that considering the size, they need more well trained staff. A word or warning, it is so spread out that I would suggest to bring good walking shoes!!!!!!! The people are very friendly and helpful, but I think that they are understaffed. The food was passable, nothing out of this world, a lot  [... read more]of repetition in the buffets. But all in all, nice grounds, nice pools, nice beach and most of all, like I said, very nice people.

Never ate so much burgers and fries

Nice new Hotel with surprisingly quite a bit of wear and tear for a resort that has only been open for four months. Nice resort , beautiful pools and amazing Beach! I'm not a fussy person especially since I read the reviews before going and knew what to expect, but a few things turned me off after a few days of reoccurring issues and shortage and limited food selection. We found ourselves always ending up eating at the snack Bar due to the main buffet always having the same food options or limit [... read more]ed amount of food and variety. When choosing from the menu at the snack bar they seem to always be out of what you want to order unless it's burgers and fries. Not to mention sometimes they didn't have fries either after a forty minute wait. Entertainment staff is awesome and friendly mainly because they could actually speak English ! Would I reccomend this resort? Mehhh not right now or until they work out all these little issues . Still had fun and met a lot nice cool people ! Hope this review helped !

Beautiful resort

This hotel Valentin Perla Blanca is new so we knew that there were going some things that could be better but all in all it was good. The buffet could have better variety of food..cleanliness in the rooms could improve, the staff and entertainment team is excellent, we were privilege but they don't enforce it at all, the pool on the Transat side was getting really foggy it should be cleaned properly....hope this will help and I'm sure that next season there will be a great diffence...

Better than expected.

We stayed at the Valentin Feb. 27th to Mar. 6th. We were a group of 12 people. We all had a great time. The weather was great our entire stay, and did the deep sea fishing and catamaran excursions, and watched most of the shows. We've been to Cuba 3 times so knew what to expect. When we first arrived at the resort there was music and dancers to greet us. People complained that there were no drinks to greet them....seriously....the bar was right there.....easy to order a drink before checking in [... read more]. Any resort would find it difficult to greet 3 bus loads of people with drinks in hand. I think too many people are coming to the resort with a bad opinion already formed from the reviews. It started as soon as we lined up to check in. People behind me were already complaining about having to leave their passports at the desk and standing there for 45 mins.....(was only 20....I timed it). The hold up was the first couples checking in. They all wanted rooms together and wouldn't leave the counter until they were accommodated. After they were taken care of, check in took each couple a few minutes. They also have a passport scanner so you do not have to leave your passport with the front desk. Maps were in black and white and were a little hard to see......which is why we printed them in color, from home, before going to the resort. But once you walk around the resort a few times you become accustomed to where everything is. The staff are great, always ready with a smile, and try to be pleasant with everyone......even the ones screaming in their faces because of petty reasons. Our room was always clean, bar always fully stocked and great water pressure/hot water from the massive shower heads. No issues with towels. Changed ever 2 days and sheets every 3 days. A lot of issues with the beach towels were people getting up at 4-5 am to leave their towel on the chairs....and then just leaving them there. Lost count of how many times we'd walk by a chair in the evening to see them being left behind. Can't wash and clean towels if they aren't returned. The bank lines were long. But due mostly to the fact that everyone was there at the same time for fear of the bank running out of money. There is plenty of time to exchange money at the bank at the airport when you arrive before the bus leaves for the resort. We arrived at the resort at around 4 p.m. and the bank was still open at the resort. I checked us in while my husband went to the bank (right next to the check in desk). No line ups.....no issues. We had no problems booking the al la cartes. We ate at the Spanish, Mexican, and French. Spanish was the best for me. Mexican and French were okay.....it was mostly hit or miss....several of us ordered the chicken at the French a la carte....and while everyone's dish was great, my chicken was raw. I don't mean a little pink/red. I mean raw. Everyone else's chicken was pounded flat except for mine.....so I'm guessing they were all cooked the same amount of time....but because mine was not pounded flat it was raw when I cut into it. It was our friends 50th birthday that night and they arranged a birthday cake and fire show with 2 bowls for her. They dimmed all the lights, and came out with the cake and everyone in the restaurant sang happy birthday to her. One of our friends, who is vegetarian, was made a special vegetarian meal at every a la cartes. The buffet food was okay. Some things were a little repetitive, but no one went hungry. Some things were really good, some not so much. There was fresh fish every night, which tasted fantastic. Remember your in a different country.....so what's typical for breakfast or supper for you....is not necessarily typical for them. There was some selection of fresh fruit, but a lot of canned (which isn't an issue for me). Remember....even though it's 30 degrees in Cuba....it is still their winter, so all fruit isn't ready yet. We found the best food was at the restaurant down by the beach. It had a great salad bar and although the menu selection wasn't huge....what was on it tasted great. My best advice towards the food.....bring salt and pepper with you. It makes a huge difference to your food. I bough them at the dollar store and was the most sought out guest at meal time. We always waited about a half hour after opening to eat....we found no line ups and lots of places to sit. We did 2 excursions. The deep sea fishing and catamaran. The guys all caught big fish and had a great time fishing. Catamaran day was great.....snorkelling, playing with the dolphines, a lobster or chicken meal (your choice), and sailing to an island where you could walk out forever and not go past your knees in water. Micheal Jackson show was great.....don't miss it. Shows and activities are posted around the resort. Activities around the pool were a blast and usually entertaining. The beach was amazing, as was the water. Floaties and water balls were fun to have in the water. Didn't really experience any lineups....only time there were line ups wasn't because of staff....it was because some people had to know about every single drink they offered, or just didn't move away from the bar after ordering to let other people order. I'm not saying the resort was perfect....it does have a few areas it could improve on......especially the food. But we chose to focus on what makes a vacation great to us. The weather, the people, learning new things from another culture and making new friends. Sorry if you found this lengthy....but I feel that a lot of people are going to this resort already expecting to have a horrible time and will pick apart everything to make it so. Relax.....your on vacation.....don't sweat the small stuff and give the place a real shot.

STAY AWAY

Resort layout and the beach were great but the food was horrible, the ala cartes being worse than the buffet choices...I have been to Cuba a few times before and knew what to expect from the food but this was much worse, we lived off of sandwiches and ice cream and could not wait to get home...Having stayed at the Valentin in Mexico we expected more from this place, so this will be our last visit to a Valentin Resort and quite possibly Cuba...Note: The upgrade was not worth it, no lobster, rum,  [... read more]robes etc. as advertised...If you have not booked this resort yet...RUN...If you did, the beach is great just get there real early...

Amiable resort

Valentin Perl Blanca wasn't just another get away but a place to remember from the wonderful memories we brought back. So here it goes, Cayo Santa Maria has probably the greatest beach i have gone with my family. The resort had this path walk though a jungle to the beach. You can image slowly walking towards the bluest colour water and bring your feet into the soft white sand.The water was so clear that made you want to swim for hours.The resort containing the jungle showed the visitors the natu [... read more]ral nature of Cuba and different touch from other resorts.Then comes the Delicious food. Tho sometimes simple but there was their hand made pizzas. I had to have one very day and not to mention having lobster. There were a mountain of lobsters that my parents has three each, haha. The room was terrible, no just joking, the rooms were modern and very clean. Usually resorts like to give my family old and far away rooms but Valentin service give my family a room close to the beach,snack restaurant, and pool. It was fantastic not having an issue. The resort was very pretty , it is beginning but for sure to a good start. But the main part of the trip were the people that work. They were cheerful and always kind to you. My father made friends with the gardeners, waiters, and life grads.Each had a story that moved you. They wouldn't ask for anything but we would give them small things to show our gratitude.we can see the difficult lives they live but always had a smile. They welcomed us with harm hearts and that's what made the trip amiable. Thank you for reading and i hope we win to eat tacos( my favorite) and make new friends and new memories.

Would not recommend

The resort itself is a beautiful property, impressive foyer, great scale for a large resort. The beach was amazing but it practically disappeared if there was any wind. The hygiene and food were extremely below par even for Cuba! We seen servers setting tables without cleaning them at all and leaving old utensils left behind from the last diners. Having gluten intolerance I had a hard time finding anything I could eat, so the whole week I lived on cheese slices and ice cream. The a la carte rest [... read more]aurants were worse. I had food poisoning after eating chicken in the Italian restaurant and the potatoes in the French restaurant were instant mashed. We went with an open mind after reading other negative reviews, but they were all true unfortunately. There was not much to do on the resort either, especially if the weather wasn't great. We left generous tips in our room every day, but had to fight to get clean towels twice in the week, the room cleaner was literally in the room less than ten minutes every day.

A work in progress

The hotel itself is split into two zones with Sunwing having exclusive of the portion opened in Feb. We did not use that side so are familiar only with the original Perla Blanca opened in Nov. The physical structures and grounds are exceptionally modern and the staff try to keep them clean and well kept. The guests do the opposite and it is a constant battle for the hotel to keep the grounds and halls clean. The beach is incredible and access to it is easy and direct from both side4s of the reso [... read more]rt. Unfortunately, the furniture on the beach is dominated by self entitled people who lay claim to them by putting their beach towel on it a 7 A.M. and not removing it until dusk. The meals in the main buffet are hit and miss with some choices being very good and others not so. The satellite lunch cafes are much more consistent but Pork and Chicken dishes are consistently good at all venues. The specially restaurants are also inconsistent in quality. The bar operation in the lobby is swarmed every night and service is slow and unreliable. Too many people and too few staff. The bars at the pool, privilege and other areas are much better with the pool bar and grill open 24 hours. The rooms were large, airy, well laid out and had TV with many international channels including 22, CTV Montreal. The bathrooms are a challenge as despite being clean and modern, they are partially frosted glass between the shower and room. Not to everyone's taste. Staff were consistently friendly, helpful, good natured under extreme provocation and perfectly dressed. The staff, from gardener to concierge were universally the hotel's best aspect and saves it from the systemic dysfunction of its senior management. Little things like the hotel currency exchange running out of money for 3 days and leaving people (new arrivals) with no local currency when just a 2 peso 10 minute ride away was a 7 day bank. No one told the new guests nor offered a loan against their bill in order to go over. It is oversights like these that cause the bad reviews and bad management decisions like over selling the privilege package to the point it became worthless. The whole group of islands is currently in a construction frenzy and water, which comes from the mainland, can be interrupted for hours. We only had an hours loss but others have had full days. Overall, we enjoyed our week there and would go again should the hotel get its problems sorted out by next winter. Until then, I would hesitate to recommend it to anyone who can't role with the punch or is inadaptable to irritants.

Beautiful resort but poor service

The resort being new is beautiful with that said the rest is to be desired. The service is very very poor. It is next to impossible to get any kind of service in the dining room and by that I mean getting a simple glass of water never mind anything else. The food was lacking in taste and choice. They were out of ketchup and very little salt and pepper available. Our tables weren't cleared of dirty dishes through out our meals. Coffee or orange juice were not available unless we asked for it and  [... read more]then had to wait 15 mnts or more to get it. Coffee in the evening was available only on one side of the 2 sides of dining room but we often had to use glasses for the coffees as no clean cups were available. For the bars they are not very fast and often would not know how to make the drinks and often made them differently. Very hard to enjoy a drink when you never knew which one you were getting. The beach : out of out group of 10 not one of us had our beach towels replace for the entire week. There is not enough chair available on the beach or the pool. We had to spread our towels on the sand everytime so after a couple of days our towels were super heavy , very stinky so after a whole week of using the same one it is very discusting. They do pay more attention to the privilege customers. I do think that they are understaffed but most importantly the lack organization. Based on our previous vacation in Cuba (Iberostar Mojito) which is only rated 3 1/2 star is to me far more better in everything to food service and flriendliness. Valentin has a long way to go and a lot of work to do to make it an enjoyable stay.

Very Dissapointed

I'm not sure where to begin, first the airline AirTransit not having English forms on plane to fill out and not friendly when ask for them, then two hour wait at Cuba airport because of luggage being lost for another family traveling on our bus. Then the resort well, no sheets on beds had to make them ourselves 5 hours later, very unfriendly people(staff), same beach towels for a week(discusting) hand towels for shower towels in room also dirty for a week, air conditioner and fan not working in  [... read more]rooms, dirty rooms, maids made beds but that was all, left dirty dishes , never cleaned floors, showered, sink. Walk way to beach very rough and dangerous, beach small no chairs, dirty. Bars around resort not friendly staff and would run out of beer, ice , glasses, straws. Lighting at night around resort terrible and not safe for elderly people. NO MEDICAL STAFF on resort this is unexceptable. Money exchanged closed for three days, head desk and complaint desk not friendly and of no help for anything all week. Intertainment at pool and night showers were terrible and same thing all the time. I could go on and on but we made the best of what we had. Nice weather and great people we traveled with made the trip.

Stay Away!

I am making this review in regards to my recent visit to your Valentin Perla Blanca Resort in Cayo Santa Maria, Cuba! My boyfriend and I checked in on the 6th of February and had nothing but issues from that point on. The day we arrived we were taken to the wrong room which was in the wrong area and had two twin beds instead of the king size bed and pool view we had paid for. This definitely seemed to be the theme with everyone who checked in the entire time we stayed at the Valentin. Everyone t [... read more]hat we spoke to had the same issue. We went to the front desk to complain where they told us that they had no king size beds available and that we could go the next morning to see if our room could be changed because everyone can do that. We were very tired from an extremely early morning and flight and bus ride, so my boyfriend got very upset and said no we were not settling for something when we paid for something different! We began to argue and were sent to the customer service desk who basically just wrote our complaint down but said she could do nothing! This was very upsetting and at this point we were so drained and both just wanted to rest but we continued to insist they get us a different room, after more than half hour of arguing and them telling us they had nothing available miraculously a room with a king size bed became available but we would have to wait about a half hour for the room to be cleaned so we waited. The next day we arrived at the pool and tried to get some beach towels and were told they had no beach towels, they then proceeded to ask if we didn't have towels in our room and we said yes we got our bath towels but that's it and they said we should use those and then we could exchange them later! So we went back to our room to grab our towels and those were the only towels we got for the beach and the pool all week. Every single time we would ask to exchange our towels they would tell us they had no towels available, maybe tomorrow. As for room towels the only bath towels we ever received were the ones we had to use at the pool, from that point on all we received were hand towels to wipe ourselves and most days the same towels we had used the day prior would be hanging in the bathroom to dry. Our mini bar was only filled three times during our week stay most mornings I would have to walk to the 24 hour snack bar to fill my water bottle. Our sheets were only changed once during our stay and that's only because my boyfriend and I got so fed up we took everything off the bed and threw them on the floor next to the door. Our toilet paper was not restocked until we were literally down to a few sheets left and I had to go ask the maid to give me some more and she handed me a bunch of napkins. She later brought us some toilet paper. I had to wake up at 6:30am to make sure I could make our reservations for our A la cartes becuse there was always a huge line up and then each time we went to the a la carte we had to wait at least an hour before we were even seated and then it took so much time to receive our food. We missed one of our a la cartes because we waited so long and wanted to see the Michael Jackson impersonater. Our reservation that night was for 8pm and we were still in line with about 20 or so people in front of us by 8:45pm. The same night of the Michael Jackson show we went back to our room and went to sleep and around 2am I had people open my room door with there key that they had been given by the front desk when they checked in. That was a huge problem for me, that is a huge security issue and should never have happened. I went straight to the front desk at around 7am that morning to tell them what happened and she said oh we're sorry it must have been busy and they gave someone your room key. I found that to be ridiculous and said that is so dangerous anyone could have walked in there and if we weren't there they could have easily stolen all our things. Especially since someone we had met there had a plastic bag with pecos stolen from her room. I asked how do I know that these people still don't have access to my room and all she could say was no no they won't. I was not completely satisfied but was not in the mood to argue about it so I went back to my room to find that my key no longer worked, my boyfriend was in the shower so I had to wait outside my room until he could hear me knocking to find that his key was not working either. We had to go all the way back to the main building to get our keys reprogrammed. There was a huge ant infestation on our patio/terrace every time we would try to go out on the terrace to sit and have a cigarette we would get swarmed with ants. The bank at the resort was closed for 4 days which is ridiculous because we were not able to exchange our money and were running very low on cash. We had to go to the market and wait hours to exchange some money and buy some gifts considering the gift shop at the Valentin is so tiny. Phone calls were so expensive the first day I called home I was charged $6 for a minute and a half. On the Wednesday we decided to go to the beach in the afternoon and went into the water. Went back to our room at around 5:30 because we had a reservation for an A la carte to find we had no water. Had to wait till 7:15 for the water to come back and had to rush to shower and get ready so we could still make our reservation. Every single time I tried to call reception or customer service the call would never go through, when I would go to reception with a problem they would always redirect me to customer service which would only write down my complaint and that's when I could actually talk to her cause there was always a huge line up in front of her desk. Finally on the morning before we left I decided to speak with our Air Transat Rep, we let him know all the problems we had been having and he told us everyone had been complaining about the service and he asked if he could talk to the manager and see if maybe we could get a couple bottles of liquor sent to our room as an apology for our trouble, we told him it wouldn't change much but that would be great. He spoke with the manager and told us that they would be sending one bottle of Rum and one bottle of Cavas to our room very shortly. We thanked him and sat in the lobby and had a coffee and then went for lunch at the buffet, it was 4pm when we finally got back to our room and nothing had been left for us, we got a knock at the door thinking they were coming to bring us the bottles I opened the door and finally the mini bar service came to ask if we would like anything for the mini bar, I took two beers as I had already filled my bottle with water that morning and closed the door. We decided to walk back to the lobby to speak with Livan our Air Transat rep as we knew he would be leaving at 6. I spoke to him again and he was surprised to hear we had not received anything yet so he went to speak with the manager again. We sat in the lobby speaking with a couple we had met there and he walked by and told us everything is confirmed and they will be bringing the bottles to your room very soon. We stayed in the lobby till about 6:15pm and then headed back to our room to find that nothing had been delivered yet. We both showered got ready and headed back to the lobby at around 8:15pm. I headed straight to the front desk and ask to speak to the manager she pointed to the customer service as usual, I spoke to the customer service rep and she told me that she didn't know where the manager was and asked us what we needed. We told her the situation and told her we were going to eat and would be back shortly and would want to speak with him when we came back. We arrived back at the front at around 8:45 and she said she still didn't know where he was that he was doing his rounds she said we could wait so we grabbed a coffee and waited next to the customer service desk as we had to check out at 6 the next morning I started to get pretty irritated that it was now almost 10pm and no sign of the manager so I went back to the customer service rep who was talking on her walkie-talkie and asked if she could please contact the manager as it was getting late and I had to be up early. She said she couldn't reach him which I didn't believe, I asked her if he doesn't carry a walkie-talkie as I had seen almost all the staff of higher authority carrying them around and she said no, I then asked if he had a cell phone and she said yes but no one has his number that made things much worse and I was very upset and it was now after 10, I went to get the Air Transat binder so I could call the after hours number so when I came back there was someone at the customer service desk complaining so I went to the front desk and told her I needed to make a phone call to my representative and she said I had to go to the operator so I went around the corner to the operator who told me she could make the call but I had to pay! At this point I was fuming so I went back to the customer service and told her I need to speak with my rep and I am not going to pay for this phone call so I don't care how you do it you're gonna get me on the phone with this number now as soon as I spoke with the rep supervisor said she would be at the resort within 15min. Is when I was told by the customer service that the bus boy told her he just saw him at the 24 hour snack bar having dinner! She asked what was happening and my boyfriend told her that our rep supervisor was making her way to the hotel, 2 seconds later she was on the walkie-talkie speaking to someone. My rep arrived shortly after and gave us 25 convertible pecos so that we could at least by something at the airport the next morning and apologized for everything. We thanked her and went back to our room of course when we got back to our room there was a bottle of rum and sparkling wine by the door! The wine was still cold because I am sure once the manager was told that our rep had sh

Good resort

it is a nice resort. it needs some help in the service dept. the grounds are good the beach is real good the pools are nice I prefer the quiet pool .they need to train the bar staff on how to serve a drink to every one not just the ones who have money in their hands....we traveled with sunwing the rep is very good at her job. if you need help she is more than happy to help you. it is hard to make excusses for this place just because they just opened they should have had their staff fully trained [... read more] before they opened the doors .if you arrive later in the evening don not expect every thing that is in the package even the towels that are supposed to be in your room if you do not ask for them you will not see them even if you do not saying you get one or maybe 2 .to reserve a chair @ the beach or pool you better be up early like 6:00 am if you go enjoy what is there remember this is cuba,,,

Honestly trust those bad reviews !!!

I'm not going to repeat what others have said here, just Bad Bad Bad I wish I could get some credit from trip central. I wasted time and money for my vacation were I hoped I will have a relaxing and joyful one. unfortunately IT WAS NOTHING WHAT I HOPED FOR!!!

Give it time

awesome beach and grounds clean rooms but even in cuban standards the food is awful very little selection and what was offered was bland servers were helpful but unerdstood very little english in time it could be a great resort running out of food and juice lack of variety can be improved maybe roast a pig or have different themes