Check-In So the check-in procedure definitely requires some work. Firstly, it's not at all clear which desk you need to go to to check-in, so you run the risk of queueing only to be told it's the wrong desk. We were lucky and picked the correct one, but the queue took 20 minutes. The check-in process then took 15 minutes, before the lady led us to another desk at the other side of reception to pay. This took another 15 minutes. We were then told our room is not ready so come back at 4pm. Luckily they give you your all inclusive bands so you can go get food and drink while you wait, however I wasn't totally comfortable with our bags been left out in reception free for anyone to take (amongst around 50 others) We finally went back at 4pm to be told the room was still not ready, come back later, but were given no idea of when. Eventually our room was ready at 5.30pm, not a good start. Glad we hadn’t had a long journey. Wi-fi Once we had a room, we could then get wifi. This involved queueing at another desk for 15 minutes, to be given our log ons with 10 hours each. Weren’t entirely sure if this was for the entire stay but sure enough, a few days in, my husband used his up (i’d been rationing mine). He went back to the original desk to ask for more, but was sent to the internet desk (by the hairdressers) where they told him he needs to pay 1 CUC per hour, so he bought 10 hours. Again, a few days later, he ran out, went back to the internet desk, where the lady tells him its free as we reserved online, so to go back to the original desk that sent him to her in the first place. Very annoying that we were charged the first time, more annoying that you’re being directed all over the place. We didnt have the energy to try and get our money back. Rooms Our room was really good, very spacious, plenty of storage and included a bath. The aircon was great, although we couldnt seem to turn it off. I did a good check of the room before unpacking, having seen so many reviews where people have had to move, but we had no issues. We were on the 6th floor facing the road, which i imagine was quieter than facing the pools. I liked that the shampoo and showergel came in big bottles instead of tiny ones normally in hotels (less waste), but was disappointed there was no body lotion or conditioner (it is 5* afterall). You get around 6 cans in the minibar, all included, normally sprite, coke and beer. Also nice that you get dressing gowns but no slippers. There wasn’t a “do not disturb” sign for the door, although we some on other rooms. Food The buffet restaurants are pretty terrible. We stopped going to breakfast as the food wasn’t worth it, instead we’d have a cappuccino in the bar and a croissant. And theres no orange juice, anywhere in the hotel. Its a basic thing so found that odd. None of the food is labelled, or there would be 8 dishes and 3 labels nearby, in no particular order, so for us, we weren’t comfortable eating something if we don’t know what it is, or wasting it because it wasn’t what we thought. I don’t know how people with dietry requirements cope. Generally the food is stale, even when it’s just been served. I wouldn’t be surprised if it was leftovers from the day before. Some serious work is needed where the food is concerned. I’d say there are plenty of options, but everything tasted bland. There was 5 a la carte restaurants, however for a 9 night stay, you can only pick from 3 (which means buffet food for the other 6 nights). The food here isn’t much better, and felt microwaved. Surely it can be cooked fresh when the restaurants are running at 25% capacity. The fajitas in Hacienda made me laugh, tortillas folded in half with the meat on top so you can’t roll them into fajitas, again, just basic things. One point on the water, we had no issues with bottled water. At no point were ours filled from the tap or tasted “muddy”. The water served in the bars and restaurants was also fine (although not chilled). The issue we had was the ice. The ice is definately tap water, and is put in almost all drinks as standard. In this heat, it melts very quickly. As a result, we suffered with stomach cramps for our entire stay. This was our last stop on a 6 month trip around the world, and was the only place we’d been ill (not food poisoning ill, just constant stomach pain). I have a feeling that despite being part of a large hotel chain, there is no understanding of the damage tap water can do to our delicate western tummys! But, at least its avoidable, just ask for no ice! General The opening times on the bars, restaurants and shops have no relation to when they actually intend to open. Its Cuba, they’ll open when they feel like it, if at all. The music and entertainment by the pool is way too loud. The next door hotel does not need to know that little Tommy from Inglaterra missed the goals in poolside football. Nor do we, positioned at the other end of the hotel. Arianna is a credit to the hotel, if only the rest of the staff were as polite and friendly as her. We found, as English speakers, that the staff would generally dismiss us, but Arianna was lovely. There was also a pool guy, whose name I didn’t manage to get. He worked so hard, setting up umbrellas, loungers, clearing drinks and wiping tables. Although he didnt seem to work everyday, and there either wasnt a replacement, or the replacement hid well. Overall, this is a 4* hotel at best. Tell people you’re a 5*, they’ll expect 5* and be disappointed, hence the trip advisor reviews. Its not as bad as some people make out, but it depends on your expectations. The food is rubbish, but thats normal for all-inclusive hotel. Otherwise the hotel is stunning and the beach is beautiful, one of the best we’ve seen. Read less

Let me start positively. A beautiful complex with beautiful swimming pools, located on the most beautiful stretch of beach in Cuba. The rooms were beautifully and modernly furnished. The complex deserves 5 stars in this area. In terms of drinks and food, this hotel is far below standard. The buffet is very one-sided, the same and bad food almost every day. The drink is only from local brands and for an A brand you have to pay extra. The quality of the service also varies enormously. The waitresses who walk around are extremely helpful and friendly. The service in the beach bar and space bar is also great. The bartenders in the skybar are arrogant and sometimes just let you wait 15 minutes for a drink. Especially if you do not speak Spanish it becomes more difficult. I believe that there are too few bars and not enough staff. Managers, however, walk around enough, but that doesn't help you as a tourist. The restaurants that you can book separately are reasonable, with the Italian restaurant excelling in poor service. It was almost ridiculous how disorganized it was. However, the manager there also did not move. With 3 stars for the quality for food and drinks, this hotel definitely does not deserve 5 stars. Maybe in the future, but then a number of things will have to be changed. Read less

I’ve just returned from a 2 weeks stay. A good exp overall, fantastic resort but teething problems that need addressing. Some people have made similar comments and management give a general response to these but some of these issues persist with no action being taken. I could go on about the positives but I think the negatives will provide management with far more constructive feedback and encourage improvements in the right areas. Issues; - the reception area can get chaotic during busy times. Don’t know if it’s a South American thing but no one understands concept of queuing and people just jump queue and shout at reception staff to get attended to. I saw other European guests having a go at the South American contingent to queue up but they ignored them. Staff just shrugged shoulders. This could easily be addressed by having queuing up barriers and a clear notice that everyone has to queue to be seen to. - the 7000 reception line only speaks in Spanish. I had no idea what recorded message says and cannot go any further to talk to anyone if I wanted to speak to guest services. So everytime I needed guest services I had to go to reception.....and queue again! - I have written to via their Facebook messenger to ask about the guest services, tv services and use of the adult bar area - all these messages have been viewed but never answered. I could have asked at reception but that meant more waiting with people pushing in and the staff having a very limited grasp of English so it’s difficult to get staff to understand and answer anything other than standard questions. - very limited number of elevators and it takes an age waiting for these during busy hours. I would have thought that more than 4 elevators being necessary given there are 946 rooms. - I asked one member of staff at the buffet about a certain food that was on display. He answered my question and then asked for a tip 3 times! I’m not averse to giving a tip for good service but I thought this was a bit cheeky. Other than this one instance the rest of the staff were impeccable and provided excellent service. I would say the staff make the resort aside from the isolated instances mentioned. - I don’t know whether it’s a Cuban thing, but all food is served at a luke warm temp. So by the time u have visited several stations at buffet and get back to your table, the food is cold. - consistency of coffee making at the bars. I know Cubans are big on cortados and espressos but us Europeans are big on lattes. Not many knew what a latte was - I got various types of beverage when asking for one....hot milk, black coffee and americano. In the end I started drinking cortados for an easier life. I wouldn’t let the above detract from the fact that this is an excellent resort and that I would not be deterred in going back as I would not class these as issues that majorly affected my enjoyment of the resort overall. Read less