Royalton Hicacos Resort and Spa: Severe issues and not at all acceptable

I wrote a severe critique of this hotel/resort that can be found at Tripadvisor. The link is included. I have also provided the full text below for anyone not wanting to click the link. https://www.tripadvisor.com/Hotel_Review-g147275-d270082-Reviews-Royalton_Hicacos_Varadero_Resort_Spa-Varadero_Matanzas_Province_Cuba.html It's my opinion that Tripcentral did an inadequate assessment regarding the flights both too and from the resort. The rep, Louise Endean should have realized and communi [... read more]cated the fact that check-in and check-out times were way out of sync with the flight times and thus 2 of the 14 days were partially wasted and caused needless difficulties. Clients should not arrive exhausted and then be made to wait in tropical heat for most of the day before their room is ready for occupation. (see Issue #4 below) It's also apparent that she had limited knowledge of the actual resort and should have counselled me to stay somewhere more restful as per my needs for a quiet and relaxing vacation. Because of Ms. Endean's apparent inexperience with Royalton Hicacos, I can assure the readers of this review that I will not use Tripcentral 'experts' again to book future vacations. The full text of my review follows: EXHAUSTING ORDEAL NEVER TO BE REPEATED “I spent 2 very expensive weeks at this hotel. By the 11th day of 14, I couldn't wait to leave. Four major issues, any one of which is a deal-breaker. 1) Noisy beyond belief. From the rumble of huge laundry carts past your door at 6:30 AM, you'd think there's either an earthquake happening or a huge thunderstorm setting in. The tiled floors and pebbled concrete echo the noise all along the structure. The housekeeping staff, gardeners and repair staff yell to one another from one end of the bungalows to the other. There is no decorum or consideration for guests still sleeping. (It's like living in a barrio bajos (slums)) The doors on the bungalows do not close quietly. They must be SLAMMED to get them to close and lock. Planning a siesta for the afternoon? Forget it! The noise goes on all day to well after midnight when drunken, noisy guests return to their rooms or new guests are being brought to their rooms. At best, you might get 5 hours sleep. Walls are paper thin, you can hear your neighbors scrape their chairs across the floor or open and shut the dresser drawers, drapes. The sliding doors rumble like thunder. When I think of high-end hotels, I think of blissful quiet excapes. This hotel doesn't even come close. It's a cacophony non-stop. This is not a hotel to go to for a rest. The only way to get some rest is to bring sleeping pills, a set of earplugs and/or drink yourself into a stupor so you can pass out. 2) Unsanitary conditions. I brought a hand-held UV light with me, like the type housekeeping services uses in my country to check on cleanliness. I wish I hadn't. Bright glowing stains from bodily fluids were everywhere, Walls of the bathroom, on the toilets, waste buckets and worst of all, on the pillows and beds. Though the pillow cases are changed daily, the bed sheets and mattress protectors are not. Lift the mattress protector and shine your UV light on the bed and prepare to vomit. Human stains, old and new, are what you're going to sleep on. The down pillows themselves are covered with fresh pillow cases but the stench of the mold and mustiness seeps through easily. So do the bedrolls/bolsters. Again, you're sharing your pillow with hundreds of guests who were there before you. Serious advice, use a towel over your pillow to avoid waking up smelling rancid and foul. Wear pyjamas and socks. Check the fresh towels every day that get delivered to your room. On at least 2 occasions, I got manchas de mierde (check google translate for that one) on my towels, sometimes lipstick and often rust. Not sure you'd want to wipe your face on some of those stains. I had to call to reception to get mine replaced. Took them over an hour to get that done. I never once heard or saw a vacuum cleaner anywhere at this resort. Do not walk barefoot in your room or anywhere else at this resort other than the beach. Further unsanitary observations: birds fly freely inside the buffet area, crapping into the light fixtures, alighting onto the buffet areas and pecking at some of the food. Flies are settling onto food everywhere. The cushions in the reception area are never cleaned. Chairs around the bars are seldom wiped down. 3) An abominable lack of fresh fruit. During the two weeks I was there, I never saw: lemons, oranges, grapefruit, bananas (this is the only Caribbean island I've ever been to with no bananas), no coconut, no plantain, no limes, no nuts. What is available is raw, unripened pineapple, so tough you can barely cut it with the dull knives they give you, unripened tomatoes, unripened watermelon, unripened starfruit, fruit juices so watery that they're more akin to ther runoff from slicing them open. They have no flavor. Other foods fare no better. Baked beans are done in catsup, not tomato sauce. The tilapia fish taste like mud, the pork is so tough that when you chew it, it chews back. There is no bacon anywhere. Having complained to Jose Martin, the hotel manager, his reply was "I haven't seen an orange in 7 years. I'm from Spain". That was the extent of help I received from him. Excuses he has, solutions he has none. 4) One last caveat about travelling to this hotel. Check your flight times and compare it to the check-in/check-out times for the hotel. I got delivered here by SUNWING at 10:00AM but wasn't allowed to check-in until 4:00 PM. If you're not ready for it, that's 6 hours without air-con, suntan lotion or lighter clothing. You are walked around the sweltering complex and then left to your own devices until your room is ready, if you can find it. Front lobby staff are surly and command you to sit down and wait. After 6 hours of profuse sweating, I felt like I was born in my shirt. It's the same on exit. Check-out is at Noon and if your bus arrives at 7:00 PM, be prepared to sit around while front desk staff do nothing for you. For all the attention you got when arriving, you can expect to be disdainfully ignored when you leave. Whatever her name, whether Luzia, Luzora or Lucifer, the older woman at the front desk was particularly rude and dismissive. If Hicacos is the best that Varadero Cuba can offer, then you can be assured it was the last trip I will ever take, not only to Hicacos but to Cuba. I heartily recommend avoiding this island altogether. p.s. I never heard a single cricket ot tree-frog in the evening. Again, the only Caribbean island where I've never experienced this. Something really wrong with that.”

Hotel Los Cactus: A Lovely Resort

This is my fifth time being there, and I will continue to go. The staff are helpful. The landscape is lovely and so is the beach. Some of the rooms look old and we did not always have hot water but they tried to accomodate our requests.

Roc Barlovento: R and R

We have been to Roc Barvolento a few times. The grounds are kept relatively clean, as are both pools. It is the right size hotel for us, we don’t love large resorts. Our room was clean with hot water! The walk to the beach is a short one and the beach is incredible. If food and fancy drinks are a part of your enjoyment thenCuba is not the place for you. The hotel had limited choices for alcohol, and food is hit or miss most days. The country has limited supplies and they do what they can. Th [... read more]e location is in the Main Street so you can walk around downtown, rent a scooter or head over too a near by town called Santa Marta .

Paradisus Princesa Del Mar: Diamond in the rough

Beach pool rooms all great. Food needs to be worked on and more drink choices, coffee not as good as I thought and no cream. Staff were amazing and friendly. Overall we had a great time!!! Would go back when things get straightened out after covid etc

Paradisus Varadero: Great beach

Just got back from a week long stay. Place is spread out so it doesn’t seem crowded. The food is repetitive and boring, but it is Cuba. The beach is beautiful and seems never ending. The staff were friendly and helpful.

Iberostar Origin Laguna Azul: Would be happy to return

VEGAN?: I managed to keep to a plant-based diet. There was always a ton of fresh fruit (guava, watermelon, papaya, pineapple, and occasional bananas), fresh and cooked vegetables (greens, tomatoes, carrots, beets, peppers, cucumber) and legumes (lentils and/or chickpeas). To be fair, I can't guarantee that there was no cross-contamination or minute quantities of dairy and animal broth in some of the cooked vegetables and legumes, but I did not see or taste it. I would normally ask for confirm [... read more]ation, but in this context (different culture, language barrier, staff too busy), it's not reasonable to expect a reliable answer. Don't expect tofu, fake meats, plant-based milks or peanut butter. FOOD IN GENERAL: I ate exclusively at the buffet. The food was bland; I expected hot sauce and savory condiments, but the condiments were limited. Regardless, I was satisfied despite some people complaining. The bread was great, and guava is amazing. It's awful to see people taking large portions only to throw it all away; they should make those people live on the street like regular Cubans for a day. DRINKS: I only had red wine (and coffee). Both were fine. CLEANLINESS: Everything looks clean on the surface and I felt comfortable eating at the buffet. I did see twice a cockroach on my table. Birds come in once in a while as the doors are wide open. BEACH: Awesome. Not quite enough chairs. The outdoor rince stations/showers don't quite work well. Tourists who litter should be immediately redirected to Guantanamo. POOLS: I never even tried the pools but I preferred the beach anyway. Not enough chairs. STAFF: I made friends I was sad to part with. ROOM: Nothing fancy but nothing scary. Not much water pressure. Clean. Comfortable. Bottles of fresh water are included. WIFI: Free. They give you a login limited to 10 hours, which you can renew freely. Speed was sufficient. GYM: Pretty small. Limited equipment. Lots of broken stuff. At least it was cool (A/C). COMPARISON: We were transferred to Melia Peninsula for a night due to a delayed flight departure. I'm grateful for this transfer because I saw how much better Laguna Azul was. Melia Peninsula is too spread out, and its buildings feel unsafe (direct access from the outside, and signs of prior forced entry). Also, Melia had the exact same food at the buffet, but in trying to appear fancy, they had forks instead of tongs for the food (yeah, great for picking up individual strands of lettuce), they had tacky lighting, the staff applauded as you entered (please), and they didn't allow you to carry your plate outside. Melia Peninsula is lipstick on a pig, while Laguna Azul is convenient and practical, and it doesn't pretend to be anything it's not. On top of that, Melia Peninsula allowed rude Russians to skip the reception line ahead of people waiting 30-45 minutes. Now I know to never book at MP.

Hotel Los Cactus: Old but clean good resort

Small resort, I guess around 200 rooms, old but well-kept and clean. Amazing staff, food is good with variety. Light evening entertainment included. I guess due to the lesser number of rooms, they are able to look after the guests in a better way. No food shortages was felt, plenty of meats, seafood, veggies etc., unlike in the big resorts some didn't have butter and cheese.

Iberostar Origin Bella Vista Varadero: Great Location

The resort was really nice and clean. Staff were friendly and welcoming. The beach was wonderful, only down fall that it was a little small for the amount of people. It got crowded at times and no personal space to relax. Food was ok, there was no salt, pepper, ketchup, hot sauce and butter. Make sure to bring your own. Coffee in the lobby was amazing! Overall it was a great place to stay.

Melia Internacional: The beach!!!

Cuba is the place to go for a beautiful beach! It is truly breathtaking. If you love to eat, Cuba is not the place for you. They are offering what they can given the supply chain issues. The resort is only 3years old but looks more like it is 10years old. There are many things in the room that did not work well like the shower and the sink drain… For our family, these inconveniences did not bother us. We go to Cuba for the beach, the sun, the relaxation at a reasonable cost. The pool [... read more]s are very clean and well maintained. The gym is small but most equipment is in good working order. It only took about 40mins to get from the airport to the resort. We loved the kayaks and pedal boats. The pedal boats are huge, you can sit about 6 adults in it. You can jump off and snorkel right from the boat. We would go again if we are looking for an inexpensive trip.

Club Kawama: Like family!

We thoroughly enjoyed our time at Kawama! The staff were incredible, friendly, helpful and welcoming. The hotel is undergoing major renovations and they do their very best to make patrons comfortable. The food was excellent and plentiful and we were all able to eat well. The amenities were good, the beach was fabulous, the entertainment was fun, and we would definitely go back.

Melia Peninsula Varadero: The worst kept hotel in Cuba

I've been travelling to Cuba for over 20 years and have stayed in every type of resort from 2 to 5 stars. This property is the worst and so badly maintained that it is outright dangerous. Before getting to all the negative, on the plus side; the beach is beautiful, the staff is great and the food is more than adequate. At one time, I couldn't see that this was a great resort; however, due to poor management and absolutely no maintenance.... there are random holes throughout the property which  [... read more]a small child could fall into or even an adult could be seriously injured. Not to mention the dangers of metal spikes and rebar protruding from cement. Both swimming pools had green algae growing throughout the pool. Tripcentral should be ashamed to sell this resort. The tour operators should be held liable for their representation of this property

Valentin El Patriarca Varadero: Clean resort nice pool beach beautiful

Staff very pleasant pleasing and service like none other I realize with covid shipping lanes are busy across the nation and premium for shipping are hard to justify for certain items Some items were in shortage but always a compromise available The resort is beautiful but not in new condition but but price is dictated by the quality of yr stay Keep in mind no one gets 5 star accommodations for the price of 4 star

Paradisus Varadero: Royal Service - Perfect!

We flew out of Kitchener(Sunwing) and what a relief compared to Pearson, less time and the flights were on schedule both ways! Booked private transfers and this definitely speeds up the hotel drive/arrival time(s). Stayed in the Royal Service section, our Butlers were great Yenisleidy/Yamir! They booked our dinners each day, delivering wine/water to the room and always around should you need. Walked the hotel grounds daily, the Royal Section is well cared for but The Reserve is in need of some  [... read more]attention and we would have been disappointed had we booked that section. Food was good, other than the International and the only shortage we experienced was butter for a day! The bar service around the pool was beyond amazing, the pool guys were always helpful for setup. Don't forget to ask for the large cushions, they are a game changer around the pool loungers!

Paradisus Princesa Del Mar: Far below expectations :-(

I feel so sorry for the staff; they were out of almost everything and most of them were still working hard to make things work. Cuba needs to catch up: No butter all week, out of wine by 9pm most nights, no fish, no cheese most of the week, no sheets change all week, sheets were three twin staggered to cover our kingsize bed… the list goes on! Normally, I would not complain, but when you pay for 5 stars+, and get 3 stars -at best… it just hurts.¿Qué pasa, Cuba???

Playa Vista Azul: Breathtaking!

We cannot say enough wonderful things about this resort, staff and beach! So to start, we arrived on February 21 for 14 nights. We booked Premium Oceanfront, and would not go any other way than Premium. We were warmly welcomed by the staff in the Premium section and given all the details of our room. We were then escorted by Louis Miguel to our room. He was super friendly and helpful. Our room was absolutely perfect. Room 1318, overlooking the infinity pool and ocean. Super quiet, almost  [... read more]soundproof room and the air conditioning worked REALLY well. We had to turn it off at night! The water pressure was great, and lots of hot water. Our private balcony was spacious and comfortable. We were fortunate to get an a la carte the first night at the Coral. The staff were incredibly friendly and attentive and the food was delicious. During our stay we did not go to the Buffet once. We ate breakfast and lunch at the Neptune because it overlooked the ocean and the staff were amazing! We always at outside at the Neptune to take in the view! An extra special thank you to Aylen, Jennifer, Claudia, Daniella and Lozamio. We did try the Beach BBQ once and it was delicious. We spent our days at the activities beach, so did not try the outdoor beach buffet on the beach to the left of the resort. We did go to the Main Pool to have a burger one day and the service was great and the food was really good! We tried every a la carte and enjoyed each one, but our favourite was the Boca Marina - Cuban, for the outstanding and friendly service by Yaime, Milexy, Amalia and Doralys! You were fabulous! These ladies interacted with us which we feel is important. The food at each a la carte was really very good. We were impressed and tried to choose different things on the menu each time. The soups and their buns were scrumptious! We were not disappointed in the food, and always found lots that we loved. We like red wine, and found the red wine (Premium) to be quite good. The service in the lounge area, superb, the lovely piano man and violin girl - WOW! The staff at the Premium Lounge were exceptional, welcoming and funny! Now, our maid, Doralis, oh my, she was so funny, and always had us smiling or laughing at her towel/blanket creations. Our room was always done before lunch, and our mini bar was stocked by lunch. They never missed a day, they were always on schedule, the room was spotless. Now for the BEACH - the VIEW - it took my breath away every time I stepped into the water, or opened the curtains in the morning! The beach had no seaweed, it was clean, gorgeous! We spent most of our time in the ocean! The activities staff were so fun and professional. I tried aqua gym and the stretching. Loved both! They always interacted with the guests, getting them to get up and get moving!!! (Ladies don't be lazy! or you're in Cuba, you don't sleep in Cuba!) Another special thank you to Alberto, our beach man who got loungers for people, or brought trays of beer. You always had a smile for everyone. We looked forward to seeing you each day. You can use the paddle boats, kayaks, or get taken out on the catamarans at the beach. We went in the Infinity Pool and the Premium Pool and found them both lovely and clean. We did not swim in the Main Pool but loved the music and activities they held while we walked by. It was also so pretty at night with the color changing lights. I tried the salon at the resort. For $15.00 US I had a manicure and pedicure. It took over an hour, an hour spent with the lovely Solema. I would recommend going to the SPA for sure! The other ladies at the spa were super friendly too! AND...the old cars, the taxis they have. It was like stepping back in time. We had the best taxi drivers, one favourite was the man that took us in the 1949 Pontiac. He has had this car for 8 years. Best experience and time spent with him. We wished we got his name. Each time you booked a taxi you didn't know what car you would get! We walked on the beach to the Plaza America. It took us 20 minutes which we would only do in the morning as it gets too hot later in the day! There are some lovely shops and a Pizza restaurant on the top floor. You can also buy cigars and nice wine in one shop at this mall. We took taxis into the Flea Markets twice and found lots of treasures. The vendors were friendly, not pushy and very proud of their items. Again, we do this in the mornings, and back to the beach by lunch! We did one excursion through our fabulous Sunwing Rep (Myknee). It was the Cuban Sugarcane, Rum, Cigar and Coffee day. We highly recommend this one. So much history and well worth the money spent. A full day from 8:15 AM - 6:15 PM. We had Joe as our guide and Alex our driver. We learned so much and had the best day. $115.00(Can) per person, included lunch with a beer, a cigar each and a bottle of rum each! Special mention about Sunwing - from start to finish they were EXCEPTIONAL! Coffee at the resort is the best, they make one cup at a time, made with great care. There is Benny's Cafe on site where you can get many special coffees, hot or cold! I wish I got the names of all the staff that made each day so special, but we thank you all. (We will just be back next year to see you again!) We were always greeted with a smile and well taken care of. Thank you to all the Premium staff for your wonderful service and always getting the a la carte we wanted each night. If there was anything that I could recommend here, it might be a bit better lighting on the paths at night. It was a little dark. We also found it was dark on the stairs and in the hallways. Maybe a few more lights.... Also, the beach and plastic/litter. It blows up against the back of the beach. It might be nice to have more garbage cans or someone taking care to pick up the garbage. We are already looking to come back here next year! We love the Cuban people, the amazing beaches, the wood/leather they make, the staff at the resort and just being in your wonderful country. We are so grateful we were able to travel and experience all that you have to offer. With heartfelt thanks, we hope to see you all next year!

Iberostar Origin Playa Alameda: Hola cuba!

Loved the tropical feel and very clean grounds. Staff is fantastic especially the beach staff and reception. Air transit staff at resort(Risci) was very helpful and friendly. Cuban people are fantastic. Very one should try Cuba!

Grand Memories Varadero: Good vacation with some challenges

Beaches & pools great, resort layout good. Food is challenge, poor quality and shortage of staples (pasta, eggs). Have to request clean towels multiple times. Would return though bc cheap & great beach.

Melia Peninsula Varadero: Not what was expected for the price

Two travelers that have been to Cuba previously with great experiences pre-Covid (once to another Meliã 5 star resort). We were anticipating some changes post-Covid and friends had great experiences in 2022. After speaking to others at the end of the week, it seems like their resorts were generally better and had incredible food... We most certainly overpaid for this vacation and are disappointed. POSITIVES: Beautiful and spacious lobby, bar and outdoor seating; Friendly and helpful maids, s [... read more]ervers (at the buffet) and front desk staff; Delicious donuts in the morning, ice cream, coffees and omelettes Beautiful beach (not very close to all rooms though) NEGATIVES: Very old and uncomfortable mattresses; Only one body pillow per single bed (had to fold it to sleep comfortably); Almost always no toilet paper in all public bathrooms (main building, pool, beach); Poorly lit pathways at night and unclear signage for various buildings (no one able to clearly direct us to the Italian à la carte restaurant after asking 3 different staff members); Missing basics like butter, ketchup, syrup, bananas; Most warm foods were cold and desserts were frequently dry and stale; Terrible food at the Japanese (sushi with no chopsticks, inauthentic Japanese tepanyaki food) & Italian (same overcooked and cold pasta that is served at the buffet...) à la carte restaurants (maximum of two per week and only three options); Unable to get pool towels one day (asked if there would be more later and was told "no"); International outlet converter required for hair tools (phones charged with no issue)

Club Kawama: Amazing resort!

The staff were so friendly and kind as well as efficient in their job. The resort was also clean and safe which is everything you want on vacation! Planning on going back to this hotel soon! The food was also great! :)

Valentin El Patriarca Varadero: Very Nice Resort

We very much enjoyed our stay at Patriarca. The resort is well kept, staff are fabulous and they give their best to the guests. The entertainment team are super talented. Shows were very good and the beach/pool staff were fun. Our room was spacious and clean. The food is typical Cuban and again they give the best they can. Oh and the desserts were really nice. I would go back to this resort.