Resort good with great potential

Grounds are new & will be much nicer with time. Lobbies- beautiful with comfortable furniture. Pools were good, didn't go to the beach. Bars & entertainment were good. Room was very nice, but cleaning of room was not great(I asked for bedding to be changed on 9th day but the bottom sheet wasn't changed. We never went hungry. Long lines at most stations due to one section of buffet not open. Specialty restaurants We went to were all good food & service.

Not ready for number of visitors

This destination was under staffed and unable to fully service the number of guests. Their were issues with unavailable towels, long food line ups, and no snorkelling equipment or staff available for information on snorkelling locations. There was a water outage during our stay and issues with wi-fi access. The beach and pool area was beautiful and available staff were helpful and very nice.

Won't be going back.

My entry starts like this: When we booked our trip we requested a upper level room in the adult section because it was our aniversary and we were hoping for a quiet stay. No children. When we arrived at the resort they gave us a main Floor room in the Family section. So right away we asked for a room change. they told us to come back in the morning. As soon as the shuttle service got to our room door with our luggage the shuttle driver tried to open are door and the card wouldn't work so he and  [... read more]a few other service people lick the card and the door eventually opened. It was quit late when we arrived so we decided to go find the 24 hr snack bar and grab a beer and sandwich. After finishing are meal at around midnight we head back to our room and are swip card dosent work again. I am not going to lick my card. I swip the card in and out several times and it finally lets me in after about 5 or so minutes of trying. The next day I go to the lobby to request another room and they told me there is nothing and to come back tomorrow. I tell them the issue with our door card. So they proceed to re calibrate are card. But I tell them its not the card it's the door. That day we desided to go to the adult pool section so we left our room and started the 10 min walk hopping to catch a shuttle on our way. There was alote of shuttles going buy and they were empty but the drivers would just quickly drive buy and not offer to pick us up. When we arived at the adult pool we tried to get towels and they wouldn't give us towels because we were in the family section and we would have to go all the way back to the family pool to get our towels. Are you starting to sense our frustration? That night after a nice day in the sun we head back to our room on the other side of the resort and low and behold we still can't get in our room. So I walk to the lobby and tell them my issue again with the door. What do they say? Oh sorry sure we will send down a technician. We were stuck out side our room in the hallway for an hour waiting for the technician. When he arrived he was a very nice gentleman. And he did fix our door. The next morning I go back down to the lobby to see about a room switch again and they tell me thay have no record of me asking for a switch but they do have a room available and to be ready with our luggage and call the shuttle service and they will take us to our room. We did just that. But waited 45 min for the shuttle service then desided to walk with our luggage to the lobby to get our key switched and when I asked if they would shuttle us to our room they said "No Walk" After getting to our new room we decided it would be a fresh start. But low and be hold the second night in the new room water starts to flood in from our front door from the maid service room. I call the Lobby and I can hear them giggling on the other end after telling them my situation then some one else answers the phone asking me to repeat my problem. We waited 30 to 45 minutes again for some one to come and fix the issue. Did it really fix the problem no because the next night. The water comes flowing in again. So my experience was not a 4 1/2 star experience.

Alot of potential

resort was great,staff was great, wait times for food and drinks are long These wait times are not due to the staff but due to the system that is in place for them to work the cook should only be responsible for cooking not for prep or getting the ingredients for the food also at the bars the drinks should be on both sides of the bar saves the bartenders from walking around the bar to get drinks if little things were done it would make a big difference in wait times. We would like to go back aga [... read more]in in another 6 months because at this time we think the resort will qualify for the five stars. During our stay improvements seem to be made every day, bring large drink containers if you plan to stay at the beach its a long walk back to the bar, also most consistent food place to eat was for lunch at the seafood restaurant

Bad organization

Long way to match Valentin Mexico. Very basic food tasteless, very cheap drinks, wine was not drinkable, too acid. Personal need a lot of training and discipline, lack of management, not too many rules in place to follow.

Beautiful Resort

The resort and beach and pools are beautiful.The staff are friendly and try to please.The food is unedible. Long lineups for food and drinks. Not enough staff. Sometimes no hot water and other times no water at all in rooms.

TERRIBLE. Please Read!

From the moment my friend and I arrived, everything went down hill. Our shower overflowed onto the floor. The food was terrible. The only washroom by the pool was walking through the restaurant that had ceramic floors, which she fliped on and cracked her head. Not a single staff member came to see if she was alright. Then called for room service for water, no one to bring anything to her. Our a la carte dinners they wouldn't reschedule. Someone else had hurt themselves badly by the front lobby a [... read more]nd there was a pool of blood on the ground (it was there for four days and still there when I left). Then when leaving they wanted the beach towels or I would have to pay for them. (I used one to soak up the overflowing shower and the other was in the room. No one on the resort could comprehend that I had given one to the maid and one was still in the room). And lastly we week on excursion that they said would take three hours to get to, it took four. And at the halfway point I noticed we forgot two people in our group and we had to turn the bus around. Upon returning after a 14 hour day, our building had no water. Finally, they were so understaffed that some staff had given up and just wouldn't pay attention to you, but then other staff were running around and those ones I felt bad for. If the beach wasnt so beautiful the whole trip would have been a right off. Good Luck if you decide to visit this resort.

Beatiful resort, bad service

Fantastic beach, great looking resort, but service needs a lot of work. Big shortage of towels, did not get new beach/ bathroom towels for the whole week. Long waiting times for everything. Waiting 1 hr to get seated at a restaurant and then waiting for another hour for your food is unacceptable. I've never been to another resort in Cuba where servers actively avoids eye contact. Will not go back there just because of that.

Disappointed

This was our 6th visit to Cuba, so we knew what to expect. We were there Jan 16 - 23. I’m going to try to make this short and to the point: GOOD STUFF: Resort is visually stunning Entertainment was the best I have ever experienced in Cuba. The nightly shows in the lobby to the nightly shows in the theatre and at the pool! A special shout out to Jenny, he was awesome! Beach and pools were wonderful Our room was cleaned every day Bacon and made to order eggs morning buffet Coffee bar BAD STUFF [... read more]: Service – worst we have ever experienced. I believe this is due to staff shortage and proper training. Food – worst we have ever experienced. From powdered mashed potatoes to uncooked rice to fatty pork chops. It was not good. I was very happy I brought protein bars. Never received beach towels The wait to exchange money at the resort bank (exchange at the airport folks) Line ups for everything Waited 1 hour to check in Waited 1 hr 45 mins to make 3 a la carte reservations Glass was permitted at pools and beach. It won’t be long before someone slices a foot open We booked this resort before it even opened. We knew we were taking a chance, but hoped it would be a great experience. Unfortunately it went the other way. Lesson learned on our end. We would NOT recommend this resort to anyone. The resort has potential, but they have a long way to go to get there.

Will Be OK In 2 Years

The Hotel Was Very Nice, Service Was Very Very Slow, Food Always Cold in Buffet, Serving Staff Was Excellent But Food Preparation Was Very Slow., Check in Was Slow Took 45 Minutes., Low Water Pressure in shower and sink, no hot water for 48 hours, hydro off for 2 hours when trying to get ready for Dinner, Cuban Restaurant Very Good, Italian Restaurant Very Good., Pool Staff Excellent, Beach Staff Excellent, Entertainment Staff At Pool Excellent, All Staff Very Friendly and Always Wanting To Help [... read more], Bed was very hard, pillows very thin, Always a shortage of towels {beach & bath}, no Kleenex in rooms., Location to far from airport.,

Not a 5* service

Overall the experience was bad and I will never go there again. The hotel management can't be seen, staff training is weak, organization is horrible and if they continue like this they will drive themselves to the ground. Everyone I talked to was unhappy and disappointed. Do not go there!

Amazing Beach and Resort Bad Service

Resort was very nice, large but easy to navigate. Beach is breathtaking but the food was very poor. Management and the purchaser is obviously doing a poor job. Ran out of cups glasses towels dirty bed sheets. Rinsing glasses out with cold water. 5 menus for the whole restaurant at each A La Carte. 1 beach towel the entire week and rehung dirty towels. Will never go back.

Beautiful resort bad service

The resort is very nice to look at and the gardens while not yet mature are still quite nice. The service is the issue at his resort at this point. Everyone is new and they don't know what they're doing. We travelled January 9-16 and it's been open for a few months. We were there when they were messing around with the reservation system which I understand they've fixed now. Highly recommend the French restaurant. Highly recommend the Italian restaurant it was the only one with 5 star service. Th [... read more]e Cuban restaurant was awful food made me sick and the service was horrible. The boss there was very rude. The lobby bar is too busy and drinks are too small. Bring a bubba keg mug. You can find better service by going to the smaller bars like the snack bar and beach bar. Best place for lunch is the beach bar. Order the spaghetti with the fish. Once the service quality is there this will be a very nice 5 star but as of right now it is not.

Pathetic, don't go there!!!

Nice beach, although became too crowded after Sunwing opened part of the hotel recently. Uneatable, unhygenically prepared food. Buffets and restaurants look like zoo with lines, pushing, empty trays etc. Service and information non existent, as no one cares. Manager always absent

Room for a lot of improvement

I was prepared for some inconsistencies in service given the resort is new, however, no clean towels, two days our room wasn't cleaned, a lack of food, a lack of staff - stay away from this resort!!!!

Dwindle, dwindle little stars!

Breathtaking lobby overlooking the ocean. Lobby bar with amazing entertainment in am, and at night. Very modern facilities with a variety of pools at east and west side of this HUGE resort,- west side quieter! Great beach, but steep incline at all 3 access/entrances, Cant figure out why stairs were not extended?! Coffee bar in lobby excellent. Rooms spacious and clean. We had no problems with towels or room cleaning. Food ... not very good or appetizing for the most part. Breakfast, and lunch fo [... read more]od, yes lots of variety, but often did not recognize food stuffs. We ened up making our own sub sandwiches at lunch and taking them to the pool. Dinner, repetitious, lots of mystery casseroles, and just blah! A la carte restaurants, good, (if you can get reservations) b/c you get served, forget the fact that you will be told many items are not available, - just enjoy the drinks and quiet ambience of the restaurants, - compared to the noisy buffet! We had a very nice time as our vacation focus was to enjoy the warm weather, sit and walk the beach and chill out!, But, given the Inconsistency of general service and food, and keeping in mind that this resort was/is not at capacity, it will continue to slide without serious interventions , like additional staff, (the ones we saw work hard), as well as better communication and customer service. Btw, never saw any managers the entire time we were there! Heard lots of complaints from other guests who had bad experiences that we never encountered like dirty rooms, towels, showers not working... Blah, blah, blah. Canjet was fantastic, nice clean, modern interior, great crew, good flight. Did not pay for drinks. Yay!

Chik...clean... needing functional improvements

This hotel is so new and nice....very clean...the beaches were beautiful and staff very friendly...a few functional things need to improve to speed up some wait times at the buffet and bars...I think just a few more employees would do the trick...they recognised that guests were walking on grass to get places quicker rather than around the long paths, so they started to put walking stones in those frequently used paths rather than fighting to keep grass growing...so they are adapting and making  [... read more]improbements...as for the food...its Cuba but the food is as good as other 4* places I have been in mexico or the Dominican republic... When you are cooking for hundreds of people sometimes flavours and preferences have to be scaled down to suit the mass appeal... If you want 5* dining, go to Sandals...but it was good and the ala carts were very good...all in all a good resort

New Opened Resort that does not have the capacity

The resort is in an isolated island and re.quires lots of good management. When arrived everything there is LINE-UP. Beginning with the Check-In that takes long, and too slow. not enough bell boys, you have got to move your stuff yourself by walking to the room. everyday is a new line-up day for Food, Bank, services, drinks, restaurant reservations. Event worse not enough towels. if you are lucky to have one, then you have to keep it for the whole trip. This resort is dry open, that is expect th [... read more]e un expected,, therefore for those who would like to over this headache, I would not recommend such a difficulties into staying in this resort. better to book in a mature established old resorts

Room for improvement

Brand new beautiful ressort, good drinks and beautiful beach... The problem is the service was a bit slow (ex: it took 3 days to get towels and we had the same one for the whole week and it takes a long time to get food at the snack bar). Mature crowd at the ressort made it so there was no annoying and loud, irresponsible parties late at night.

Honest review!

Beautiful resort, buildings , pools, beach. Food was 4 on a scale of 1-10 Poor service at check in. No internet No fresh beach towel x 7 days Management staff not always helpful. Customer service did not follow through on request despite saving they would. Staff somewhat friendly, diff innately worked very hard but for the most part appeared slightly in experienced in interacting/greeting people.