Disappointed in Paradisus Varadero in what appears to be a resort management problem

Paradisus Varadero is a beautiful resort with wonderful staff as advertised. All of us (2 grandparents, 2 parents, 2 grandchildren) enjoyed our stay in the Reserve swim-up accommodations. Unfortunately we spent too much time chasing toilet paper, tissue paper, bottled water, etc., in what appeared to be tight control by management. Our Concierge representative explained supply shortages and logistical challenges in current Cuba, of which we were aware and expected. But it seemed like “pen [... read more]ny wise, £pound foolish” practices were far too common and difficult to accept. A few examples: • There were no spoons in the main buffet restaurants and pool area snack bars during our entire 10-daystay. • Staff failed to provide toilet paper in a main pool-area bathroom after a few tourists reported the problem. I believe they tried but needed to follow procedures involving 2-3 people above them. These few examples may be trivial but try eating ice-cream or food requiring a spoon. There were many others minor issues, like 5-10 minute waits to clean plates, which do not seem like major investment/cost restrictions. We felt sorry for restaurant staff who were more upset than we were having to apologize repeatedly. An Unforgiveable Experience: Our tripcentral representative sent an email to management before our arrival noting several allergies for our 6-year old grandson, including milk products. Restaurant staff were mostly knowledgeable and always helpful during meals. But when we ordered an alcohol free Pina Collada at the bar, which has a sign listing Pineapple Juice and Coconut Milk as the ingredients, we discovered powdered milk was used instead of coconut. Fortunately our grandson only took a sip before we tasted the juice to make sure it was OK. (FYI, we ordered the Pina Collada because other juices were watered down and not palatable) Someone needs to explain to Food Management, which they must then explain to staff, what anaphylactic shock is. We unwillingly waited before injecting an epi pen into our grandson, because doing so means a trip to the hospital (to makes sure the adrenaline in an epi pen doesn’t cause other related threats). Fortunately our grandson only had stomach issues for an afternoon because he ingested only a little, but it could have been worse. We reported to the Reserve Bar that the Pina Collada ingredient sign was inaccurate but it wasn’t taken down. If it isn’t taken down the Resort risks an inevitable, more serious incident, and someone will get hurt. Our final comment is that among my family Cuba has been visited 6-7 times. We admire and respect the culture, which is a major reason we visit. We also want to support its people and understand the unfair treatment of their nation. Moreover, we did not mind that food and amenities were much below pre-Pandemic levels. But I go back back to my Review Title; all the problems we encountered are within the control of management and must be addressed before we return.

Need improvement

Hi I have to be honest and Me and my daughter where extremely disappointed in our choice for our vacation. I paid way too much for what we got out of this resort. This was the first time that i treated myself with a reserve package. First we where to have fast and prority service when arriving at the resort. Well we got to the desk to be told that we had to go back at the entrance and waited over 30 minutes to get a cart to bring us n the reserve section. Once we got there had to wait 15 m [... read more]inutes before we got to the desk with bo welcome drinks nor a tfresh towel like it was advertised. Once given our room number we had to wait for the butler toshow us around. He came to us and said he was busy with someone else and would be back shortly. I told him that we would meet later that all we wanted was to go to our room to change and go to the pool. He came back a few minutes later showed us real fast and thensaid we would see them tomorrow. Our room was at the extremity of the resort right beside the the highway. We where far from all the restaurants, the bars, the main pool and lobby and the beach atea. At night we needed to use our phone light because it was so dark. We called a few times for a cart but had to walk cause they did not show up. We asked to change rooms and they mentioned that there would be an ocean view room available the next morning. When we got thete the next morning they said that the icean was given to someone else. So they gave us another room near the main lobby…well we could not sleep till after 1am due to the discotheque. We froze cause we could not turn the air conditioner off, then the next day my daughter got a bad cold due to freezing bcause we could not turn the air conditioner off. We had to pack again to move to another room the next day. Well the next room locks on the pato doors did not lick, the room safe was not bolted to the wall so anyone could have run away with the safe,the lufhts under the bed did not works and to top it off the room was infested wth cockroaches. All we where given was two 30 minutes massages. We did bot have any butler servise at the beach nor at the pool. We did not benefit from this service which cost us $600.00 each extra. Now the fodd….it was the same for lunch and supper everyday for eight days with not once did we get pasta. The a la carte restaurant where the same thing at the buffet. We had no margaritas, pina coldas,strawberry daiquiri, baileys etc all week. We pais over $1,995.00 each. We could have went to Mexico for way cheaper and eat and drink like queens. I usual always enjoy. My trips but this one was very disappointing considering what was promised and not received. I would really appreciate being compensated for the difference between just a regular room compared to Reserve which was approximately $600.00 each. This is really false advertisement given hope to get treated to a upper service which was really not much more then regular service. I hope to hear from you soon with a positive compensation concerning this. Thanks Michele

Great potential

This resort has a beautiful concept that is unfulfilled due to what I assume to be the effects of COVID. I hope (for the sake of Cuba’s residents and it’s employed) that resorts like this one can provide as advertised in the future. The staff was beyond pleasant with their attitude and gratitude towards the patrons who were being accommodated at this resort. Cuba’s natural beauty and positively charged workforce is unmatched - the recovery from COVID’s effects on supply is evident.

More than expected.

The grounds of the hotel were very well kept. The gardeners were continously working to keep the grounds in pristine condition. Pools were kept clean too. The food that was offered at the hotel was great as well. I know that people have their doubts about Cuba, but at this resort we did NOT go hungry in the slightest. The staff were friendly, housekeepers were always pleasant. The staff in the serving department were not overly ambitious though. The beach was alright, there was a lot o [... read more]f shells in the sand and shore line. When I say a lot I mean some days it was difficult to walk from out beach chair to the water.