Very disappointing resort

Beautiful beach and resort itself but so many shortcomings that it was impossible for us to experience a stress free vacation. We managed our expectations but could not have imagined how bad it could be. Had to salvaged our vacation and upgrade to the Club for a lot of money just to get basic necessities. Had a good time meeting new people but it had nothing to do for this pooly managed resort.

Beautiful Resort

We just came back from this resort on Tuesday. The beaches are amazing, hotel was beautiful, staff was pleasant. As always food was what I would have expected from Cuba. Although the shortages are getting more plentiful. I feel bad that I was contributing to eat the food that the the Cubans lack. Until this issue is resolved I will not be going back to Cuba. This has nothing at all to do with the resort nor the beautiful people and scenery.

Beautiful resort

The resort is lovely, the beach and weather are perfect but they need better management. The lines for food are horrible. They have two toasters (sometimes) but you have to put the bread (which is delicious when they have it) through four and five times before it is toasted which makes for long lines of hungry, angry people. I would go again though as the rooms were nice and the staff were lovely

Great resort!

Amazing beach! The resort is new, modern and clean. We had plenty of good food, the cappuccino at the bar was great, too. I really enjoyed the grilled fish, beef stew, beans, rice, potatoes, salads. We recommend this resort and will come back.

Beautiful Resort

We thoroughly enjoyed our stay at the Grand Aston. The resort is big and beautiful, and very clean. The beach is beautiful and offers lots of shade options. The pools are also large and beautiful but seem to be lacking an adequate number of lounge chairs. Our only complaint was that the food available in the Cuban keys is quite limited with lots of shortages compared to our last two visits to Cuba a few years ago.

Grand Aston- a balanced review

Our family has been to Cuba many times. We are a family of 4, 2 older teens. We were at the Iberostar Selection in Varadero last year (great), but decided to come back to Cayo Coco and try this new hotel. I feel that when we booked it, the hotel was at a reduced capacity. As our trip drew closer, the reviews started to go downhill and were consistently very negative. We know that some people will complain about small things, but it seemed worse than that. We attempted to switch resorts bef [... read more]orehand but could not do so as it was too close to the trip, and we had not purchased any insurance. So, we set off with an open mind and hoped that the reviews were overstating things. There are elements of that being the case, but unfortunately many of the negative comments are accurate. I would not return here until the resort addresses some of the more major concerns. I will try to provide a fair and balanced review here either for experienced travellers to Cuba, or newbies. Flight - 2.5 hour delay due to weather over Florida. No one to blame, but it did kick things off on a negative note. Then Air Transat left one of our suitcases in Toronto, but it arrived the following morning - not a huge deal. I was not given the $50 daily spend credit however, as it did not pass the required 24 hour period. Again, not a deal breaker - I borrowed some of my 17 year old son's clothes! Check in - we arrived at 1am, and had to wait approximately 20 minutes in line. Otherwise it went smoothly. Room - we had upgraded to an ocean view, and were in building 7 - nice view, clean and modern room. Worth the upgrade for the view, and being in a quieter location, especially given the evening entertainment which would go on until 1030-11. Strong a/c. However, no top sheets until we requested these, and then not until day 3. They also have this strange approach of putting the top sheet on top of the duvet...They provide you with one long uni-pillow, which some people might not like. Lukewarm water 2 of the 7 days, at peak time before dinner - hot at all other times. Only bottled water was replenished and that didn't start until day 3. 2 beers in fridge upon arrival. Towels not changed unless you leave them on the bed. I don't think the linens were replaced at any point. Beach - amazing. This is why we come to Cuba, in addition to the friendly people. Warm water with sandy bottom, at low tide these sand bars emerge further out from shore, and are nice to walk along. The main beach downside - people are up as of 5am reserving chairs. We went down at 8am before breakfast and lucked out with chairs under palapas most days, but missed out on day 5. So day 6 and 7 we went at 630-7am and had more selection. The hotel is not discouraging this practice. We did not sit by the pool but I assume it was the same there. People clear out by mid afternoon so you can move around. Beach bar had lineups at times. The churros line was ridiculous and very slow - like 1 hour minimum. The closest bathroom is at the snack bar by the beach which is a bit of a hike, but you get some steps in. You can walk for long distances in either direction on the beach and it feels completely safe. Restaurants - here's where things really go downhill. The buffet is simply way too small for the number of guests. There is heavy traffic, narrow and congested lanes, long lines for toaster, grill, egg or pasta stations, etc. The food options were repetitive, even in one sitting - e.g. multiple bowls of cabbage or shredded pumpkin, no other veggies at times. Things were there some days and not others - cucumbers, tomatoes. The grill stations only had pork or fish, I saw chicken on one day only, and beef 2 days. No fresh eggs as others have commented. Very limited options overall - and this is not coming from a family of foodies. Unfortunately another negative aspect was some of the guests - butting in line, using hands to grab bread, pouncing on new trays of food and filling their plates with a huge amount of a scarce commodity like pancakes (only seen on 2 days). Many people were respectful and polite, but there was an undercurrent of fend for yourself. Cuba is known for bland and "meh" food relative to other destinations, but this was on a different level. Friends were at the Pullman the same week, and had many items that we did not (eggs, bacon, hash browns, more meat options, more veggies, more fruit). We clearly survived but gravitated to bread, rice, pasta, veggies, and ice cream. Watermelon, pineapple, guava and papaya were plentiful. It's the first time we brought things like peanut butter, salt and pepper, and other snack foods. Also - bring spoons! They could not provide those most meals. There was not enough staff to clear plates or offer drinks the majority of the time. The coffee was lukewarm in the morning - we defaulted to the lobby bar. A la cartes - we booked them the morning after we arrived. Having read about the lineups, we arrived at 930am for a 10am opening, and were 3rd in line. The only options we were given were on nights 5 and 6, and only 2 restaurants had availability for an 815pm time. At the time of booking, we were told we could go to 3 a la cartes, but the resort insisted only 2 were permitted. The Brazilian one was OK - the soup was very good, and it was the first time we had beef or chicken. The Asian one was not as good. I can't comment on the others. Bars - lobby bar frequently quite busy. Best coffee in the resort. No juices anywhere (with the exception of mango some days), only sugary punch. No gin, and I only saw tequila on the last day. Plenty of rum, vodka, beer, wine. All bar staff were friendly and tried their best to be creative with drinks. Same issue with some people cutting in line, but people were generally respectful. They had a couple of servers roaming the lobby in the evenings, and taking drink orders. They often ran out of glassware and resorted to plastic cups in the lobby bar. The comments about the pizza lineups are bang on - I waited 1.5 hours on day 2, and said no more. The pizza was good, but not that good. They need a system where you get a number and can come back, versus standing on concrete in the sun for ages. They also need another pizza oven, or to create a more efficient system. They should also put per person limits - you get close to the front and then someone asks for 8 pizzas ahead of you, or a friend joins them and places another order. People in line were generally friendly. The sandwiches at the other snack bar were quicker. Apparently there were crepes at one of the pool bar grills, but we did not try those. The grounds are beautiful, the resort is very clean, bathrooms were all well cleaned. Shortages of toilet paper in many of the women's bathrooms however. No paper towel - they were using toilet paper in the paper towel dispensers. Overall, the resort feels understaffed, and not able to accommodate the number of guests who were there. The shortages are noticeable, and the lineups really detract from a relaxing week away. The same friends at the Pullman had inquired about switching to our resort to spend part of the week with us, and were told emphatically by their travel rep to avoid the Grand Aston, for the reasons I have outlined. The hotel needs to reduce the number of bookings, and/or hire more staff and expand the buffet. There was an entire American grill next to the main pool with a large covered seating area which was not even in operation, and looked as if it had never been used. If you are considering this resort, I would look elsewhere until this situation improves. I don't say this lightly, as we tend to find positives in most places we stay. But unfortunately, we were all looking forward to coming home this time - and not the nostalgic or bittersweet feeling you normally get at the end of a trip. I would not book here again at this point.

Food not edible, poor service, ants in the room

If you come to Cuba, come for the beach. I strongly recommend bring your own food and towels. The food is not edible. As in literally not edible. There were real eggs once in a week that I was there, but a long line to get them so they ran out. They make omelettes out of powder. There are also no milk products. I do not know what they make the yogurts from, but it’s not edible. Buffet has long lines, they run out of whatever food they have quickly. The ala cart dinners are ridiculous. Waited [... read more] for 1.5 hours at the Italian place for boiled pasta. They gave out stale bread. The meat in the Mexican restaurant was not chewable. There are no juices for the kids, just some flavoured water, which is disgusting. I can go on, but you get the picture. My kids ate ramen noodles that I brought. Service: I asked for a bottle water to come to my room for 3 days. If you want to get a place on the beach you have to grab one at 6 am. All of them are taken if you show up at 9. Same goes for the pool. Bring your own towel. They give you 1 towel card per person, and run out of towels pretty quickly. Entertainment: honestly too loud for me, but tolerable. They have 30 min of dancing for the kids every evening. Nobody goes to the kids club, so do not expect to be able to out the kids in kids club while you have some adult time. Bottom line, this is not a 4 star hotel by Canadian standards. So if you go into it with low expectations, figure out what you can bring in terms of food you can be comfortable.

Amazing hotel

It was a beautifull hotel, nice staff, very clean. Everything was OK, except for coffee pods, not getting everyday. Food,drinks, and restaurant a la carte, pool and buffet was OK. They just need a little more organization especially at the airport. We had a nice holiday!

Awesome Resort!

Hotel was great. The pools were awesome. The beaches were beautiful. There was always something to eat. If you aren't picky, you won't starve. The area was super safe and had fun things for the kids. Highly recommend this resort.

Had a great time!

Well kept and clean resort. Thoroughly enjoyed our stay! Staff helpful and rooms kept very clean. A la cart restaurants were awesome. Would definitely recommend the resort to others. Close to airport with short bus ride to resort.

Bad Awful Don't Go

Don't trust anything you're told about the Grand Aston. Can't get food without 2hr waits (if they have any left), no a la carte resos available, and portions are hilariously small. Staff won't bring you water unless you buy it from the housekeepers. Beaches are fine, that's the only positive.

Great resort

Very clean , friendly staff , great drinks . If your not a picky eater you will be more than happy you chose this resort. Never a shortage of food but if your a fussy eater you may not like a lot. We survived on sandwiches and fruit and it was delicious . I would definitely go back

Loved every moment here

Was just there last week on a bestie trip. We were living our best lives and loving all the resort had to offer. Sure it's not offering gourmet food, but we were not focus on that one bit. We signed up for the beach and the sunshine and was not once dissapointed. There are people who focus on what's lacking and choose misery over joy. We are at the same resort and having an entirely different (and wonderful) experience because we choose joy. Bring snacks, enjoy your stay, be nice. Choose  [... read more]joy! ???

Huge safety concerns

A drunk guy attempt a break in at my room at 2am on my 2nd night there. Called the desk 3 times for help,no response. My trip was ruined and all my nights were sleepless. I have been totally Traumatized by this and the only compensation given was a 2hr late check out, which I had to fight for. This resort failed me, I didn't feel safe after that night. I asked that they force this individual to leave the resort, they refused, and still allowed him to consume endless amounts of alcohol. Unacce [... read more]ptable, given he tried breaking into 3 other rooms, along with mine, and breaking one of the doors. This is something that will take me a long time to mentally recover from. My first solo trip was completely destroyed.

Great Resort

Nice, big, clean rooms. Staff friendly. Beach was amazing. Food was ok, there was always something I liked. Overall a very good experience. I would go back. We stayed in block 7 which was quick.

Amazing resort

The hotel is new and very nice. 4 pools, the beach is amazing, the staff are very nice. Just there was food shortage. A La carte restaurants were great as well. All rooms are great and all buildings are close to everything. The drive from the airport was 20-30 min.

Could use some work

We stayed for a week with family. We are a family that travels a lot and this is our fifth visit to Cuba. Pros - Food was typical Cuba which is why it is in the pros. We had rolling shortages and some pretty creative dishes. I only had one item that I didn't eat, everything else was as expected. If food or drinks are important, don't go to Cuba. There were no slushy drinks, no pop at all and some strange things to make up for it. - The resort grounds are very nice and very well taken c [... read more]are of. Except for the pools and the area around them, everything was very clean. - With only one exception, all the staff were awesome and seemed very happy to be there. There were a few that stood out, unfortunately we don't have their names. The rooms were nice and the view (we had an ocean view) was as close to perfect as you can get. - There is a restaurant near the lighthouse that is not connected with the resort but is awesome. You can get a ride from the resort. It, of course, is not part of the all-inclusive, but the prices are good and the food/service was awesome. - The beach is nice, as with most of Cuba. Lots of options for shade if you want. You can snorkel off the beach and see lots of fish including one very large fish that was about 3 feet long. - We flew Sunwing. Our rep seemed very knowledgeable and seemed to have anyone you could think of on speed dial. Cons - Could use some updating. This is a fairly new resort, but could use some paint in spots. - Pools are not vacuumed as we would normally see which was evident from the algae on some water inlets and sand at the bottom of stairs and around the pools that were present very early in the morning, a sign they are not being taken care of as good as they could. - Info we had said 3 a la cartes but we were only allowed to book two. The Asian was awesome, with great food and great service. The Tex-Mex was the complete opposite. The food was cold, and the service was subpar. For the first time, we left before finishing our meal. - Smoking is allowed on the resort and you will find it everywhere, inside and out (except for food areas). - We had a couple of issues in the room. Our fridge was broken. It took two trips down a few days apart to get it resolved. Our safe was never able to be locked and was not looked at by maintenance as promised. - Some of the hotel rooms are above the lobby and as a result can be loud. We were in the section over from above the lobby and found it noisy, but only on a few occasions were we woke up by the noise, including a group of young people out partying at 3 am. - There were many lines, more than we have seen anywhere else. 1 hour for a hot dog and 2 hours for a pizza. There were even lines at the buffet. My issue wasn't as much the lines, but some guests felt entitled enough that following the lines was not for them. I've said before, that adults are usually the problem. - It was obvious that they were short of staff. Some services were not seen or not as much as we have become used to. One example is no one running drinks at the pools or beach. As a result, we drank way less and also tipped less. For the first time ever we came back with most of our tip money. Many of the problems we ran into, alone wouldn't be a huge problem, but there were many. I see them all as management issues, not that of the employees. Unfortunately, there were enough that we will not return to this resort and cannot recommend it. We brought many giveaway items and took recommendations from someone we know from Cuba. My recommendation is to bring toiletries, over-the-counter meds, feminine hygiene products, clothing and kids toys. We brought almost $200 worth of giveaway items. We tipped in both Canadian and US dollars. When tipping with Canadian money, be prepared to change coins to bills for the staff. They cannot spend coins so we were often asked to change some into bills. We happily did and even tipped as part of the transaction (i.e., $18 change for $20 bill).

Beautiful place!

We loved this resort. The rooms, beach, main areas and grounds were all very nice and well maintained. The staff was always helpful, polite and accommodating to the best of their abilities. Some long lines for the buffet and other food items could be handled with improved planning and limits per person put into effect. Smiles and best efforts were everywhere!

Great resort, service needs some improvement.

the hotel itself was amazing, new, and clean, lots of pools, and the beaches were what you would expect in Cuba. I think they lack staff to accommodate the volume of guests or it's maybe because it's still fairly new that the staff are still learning their new jobs. not enough towels on a daily basis, not enough room keys, you never know if they will run out of beer or food that you like, one day they have it, the next day it's gone.

Nice resort, staff and food just ok

The hotel itself and the rooms are nice. Hotel was overbooked. Not enough chairs at the beach or pool someday for everyone. Pizza,fries and hot dog lines were over an hour long. I’m not fussy at all with Cuba and their food but this place takes the cake as the worse it’s been for food. I’ve been to Cuba 5 times. Staff seems upset even know we tipped plentifully. Will not return.