Dirty-bad customer service

Needs maintenance, bedding was not comfortable, there was sand on the bed first night :-( pillows are terribly huge, dust everywhere. We did not have water Saturday March 7 for a while. I was taking a shower when this happen. First night, the receptionist was very rude because we did not have a voucher ( never got one) our names were in her list but she did not know what room. It was not a pleasant experience. Drinks poor if I have been told it was this bad I pay more and go to a better one. Pic [... read more]tures in advertising is not the reality. Do not Go THERE!!

Disappointed but determined to enjoy the sun.

Leading up to the room we noticed that the stairs were filthy. The hallways were not any better. The dirt on the floor against the walls had obviously been there since last year. They needed a good washing. We were put in a room that was moldy and smelled of an outhouse. For the first time ever in a room we stayed in, in Cuba the air conditioner was left on. (hopefully to clean the foul air.) I don't think the blankets are washed between guests. Mine had toothpaste drippings on it. The toilet wo [... read more]uld not flush so we had to open the tank to flush it. We opened the curtains to look out at the view and were faced with a wall and a rusty uneven roof. No balcony. (Although if we left the room and walked down the corridor and down another we could open a door which led to a balcony as we could see into our windows. The beds were tiny. I am only 5'3" and my feet hung over the bottom. Three hangers in the closet, plaster cracked and bubbled on the walls, the black mold along the ceiling and walls made us adamant about getting a room change. The front desk was not helpful at all in this regard seemingly willlfully so. Other guests advised, to be direct and constant with a room change request to no avail. Lastly a guest advised us to contact guest relations, Someone mentioned that a guest couple brought all their luggage to the front lobby and said they would sleep there until they got a better room. Shortly after breakfast a beautiful clean room was available, it was noisy as it was poolside but it was clean. The was no hot water ever at whatever time I tried to take a shower. But the room was clean. The place had the best food available out of all our many trips to Cuba. There was always plenty and staff were quick to refill dishes when emptied. Even the beef night was a pleasant surprise as it was NOT the customary tough variety one finds in this beautiful country. We are early risers so we never had an issue finding a beach chair, but too many people were not so fortunate. The small pool is very shallow yet I found no issue with it. When swimming I was usually the only one. There were many returnees here and many of them people who stay for extended periods of time, mostly retirees or almost retirees, yet the music was geared to a younger audience. No dancing. There were shows on a few nights. The night of the saxophone player made my heart flutter. Coffee and drinks were served in china and glass unless someone had had too many (wise practice). There were no french fries at the snack bar, only sandwiches and hamburgers. I'm a celiac so this was a disappointment. When I booked the tickets with tripcentral we were adamant about getting a gluten free meal. I did not get one. Yet others on the flight who had requested such did get a gluten free meal. Other than the first room I had no complaints with anything (even the tepid showers became a joke) except the cold weather the first two days.

Depressing

The room we were given on arrival was appalling. On the 4th floor with no elevator we were forced to climb a filthy stairwell with broken handrails, The room was dingy and the broken shower only gave ice cold water, This they explained was their standard room! It took three nights to get our room changed.The front desk staff was indifferent. The food here was the worst I have had in Cuba and gave up and went out to eat. The dining room was also very dingy with VERY dirty windows.

What Did I Expect?

Trying to save money, I booked us into a 2.5 Star. I've stayed at 3's and up before in Cuba and was happy. BOY, what a difference that .5 Star makes, folks! Staff was unhappy, rooms were old and the food was abysmal. Perhaps other 2.5 Stars aren't this bad but I would not chance it. Stick to at least 3 Stars and up.

Beware!

We had a very bad experience with the hotel Club Tropical. We have stayed at the Club Tropical on previous occasions with no problems however this trip we were placed in a building which might of been their overflow. The stairway to the room had dirt mopped to the sides but not picked up, the door to our room would only partially open so we had to squeeze our luggage into the room, the windows in the room were so dirty you could not clearly see out, the window ledges had a accumulation of dirt,  [... read more]the toilet was not fastened to the floor and the tank was wobbling, the floor was very dirty with debris and dirt, the air conditioning only had high fan speed and blew directly onto the bed, there was debris buildup from bugs eating the wall in the bathroom, the room was over the driveway and when buses pulled in the air conditioner sucked all the fumes into the room to the point we had to open the hall door for fresh air, there was a padded stool in the room which was blood stained, there was mold on the walls and vanity mirror, the staff did not serve customers in a timely fashion as they were either talking amongst themselves or watching a baseball game, the dining room was smoky and stuffy as there was not ventilation and they were cooking on grills inside. We asked immediately to be moved to another room and the hotel said they were full and would consider moving us the next day. The next day came and they said they still could not move us even though there was several people leaving and some coming. At that time we told them the we would be checking out and finding another hotel. We only stayed one night of our seven day holiday.

Club Tropical

We love the location of this resort and the pool and beach. The room we had was excellent because it was in the main building. Our only complaints are there no elevators and the cappuccino bar should be in a separate location, away from the bar.

Accomodations not up to Par

Hotel itself was not presentable. Rooms in dire need of maintenance/upgrades. Hot water not working for the first two days. Thank God the weather was good because I would not want to spend much time in the room. Public washrooms not kept clean. Customer service very poor. On a positive note......the food was fairly good. The beach was awesome.

Acceptable If The Price Is Right

Food: Better than I thought. Usually a couple of types of meat being grilled or if you don't like that, always pasta. Rooms: Don't get the apartment. They consist of 2 bedrooms each with its own bathroom plus a sitting area with a kitchenette. The balconies all face the beach. BUT they are very dated & run down. The one we had was smelly (moisture or some animal urinated on the couch ??). Perhaps higher up would have been better, less moisture (we had one on the second floor). If you do decide t [... read more]o get an apartment, make sure you have a look at it first. I looked at a superior room & it looked fine. The resort was half empty so the building with the standard rooms was closed. I can say that none of the standard rooms have a balcony.