As said by others our trip started out bad due to a 3 hr delay by Sunwing- that we had to tell the check in woman about as she didn't know! Once on the flight it was OK but Sunwing in the airport at both ends and at the hotel was very disappointing. It was also very annoying that the sunwing rep in the bus going to the hotel told us that it was "normal" in Cuba to tip the driver 5$- quite over the top.
We have been to Cuba many times so very used to it and have had some great trips- despite advertising as a "new 5 star" this hotel was very average-it generally fulfilled your basic needs but nothing special.
Food: There is absolutely no way to get food between 10:30 and 12:30. This as the buffets are closed and the "24 hour snack bar" actually does not open until after noon. In the morning the snack bar just lays out salads and breads- this would be OK except they were always covered in flies and wasps-it was absolutely gross and not edible- this is a very easily solved problem by just using a cover yet somehow it never happened.
Second problem with buffets is that the times on the door did not match reality- you could never quite be sure when they would open (ie 6 sometimes 6:30, once was almost 7!). This is a problem if you are not the first one in you would wait forever in the pasta/omelet lines. Definitely agree with others there is not enough buffet capacity here for the size of resort.
For set meals all the sunwing advertising said we could have six-the reality is you can only have two and really the capacity of the hotel doesn't really allow this. In order to book a restaurant you have to line up for a very long time to see one poor lady with a big paper book- she has to flip through this book to try and find a space. Really for a resort this size this should all be computerized and you need multiple people doing it to get any sort of efficient system.
Seafood restaurant-extremely bad, and not one thing on the menu that was not seafood. There seems to be no consideration for children or somebody being in a group that doesn't want to eat fish- we actually had to take my daughter to the buffet and bring back a plate so she could eat something (10min walk each way). The Cuban restaurant was good.
Bathrooms: They had beautiful sinks but toilets were often plugged up-for most of the week the theater womans washroom only had 1 functioning toilet and 4 out of order!
Rooms- were fine- we were in building 10 facing the pool which was great- but others in out group were in 10 at the back and they had to move due to the noise from the lobby/disco.
Trip to Havana-we booked a private trip for our family and that was great. We had a tour guide named George Gonzalez and would highly recommend him- he can be reached at firstname.lastname@example.org or 0152892031
Regarding this resort- despite there being no major disaster, next time we will choose elsewhere.