This is the second time I have been to this resort this year. Both times I had a great experience. Let's start with the highlight of my trip. The buffet restaurant, ask for Coca (the guy in the photo) He is the manager there and is fantastic. He goes above and beyond. So helpful and pleasant all the time. He made sure my family had a fabulous dinner at The Gourmet restaurant. The pool- yes they had some issues before with the main pool but while I was there, it was fabulous. Clean and warm. The rooms- had a great view of the pool and the room was clean. Maids left us a large bottle of water everyday. The beach - to die for. Breathtaking Overall the place was fantastic. People were great. Friendliest people ever. Going back again in early 2023.
I stayed at sanctuary at grand memories with my wife for our annual vacation and it exceeded expectations. Staff from the beach side bartenders, the greeters when you arrive (in Cuban traditional dress), and butlers (Melissa and janette) we’re extremely attentive and thoughtful. We had low expectations of the food due to the current situation in the country but was pleasantly surprised. Everything was generally good enough. You’re not going to get Michelin star level dining but the beach, atmosphere, and good vibes more than make up for it. Thank you for the amazing time!
Rosa A. I love grand Memory I was with my family a this place on July 2022 .it is a beautiful resort with a nice swimming pool we really enjoyed and had a good time specially with live music at night time all the staff were kind and friendly. I want to thank all the staff specially Liliana. She was very helpful on our arrival to the hotel and she was very kind and friendly to our kids she did a lot for us that we never forget. I recommend this hotel to everyone and hopefully we will see you next year again
I review my experience 3 out of 5 because the service in the hotel was not good. There were not alot of drinks and half of the stuff were missing. Nevertheless, we had an amazing experience ONLY because of the animators. We created an amazing bond with them that made us forget all the rest of the things that we could not receive in the hotel. Big thanks to Choco for his contagious energy and as well as the other animators: Pedro, Gatto, El Chino, Alfredo amd Anais
Barbie at reception/restaurantahas been amazing, always ensuring we have a table for an evening and such a lovely friendly smile ! From our day of arrival she has always been very attentive to all our needs. Thanks Barbie (restaurant)
Where do I start. We booked this resort fully knowing the shortage Cuba is facing, but oh oh my goodness it’s bad. I read all sorts of review’s good and bad and we came with an open mind, as we’re not crazy picky people, and adapt well to pretty much any situation, but we always expect the basics a resort or hotels offer, but this resort took us by storm. After arriving, within the first 24hours we were ready to go home. Never have we ever felt like we didn’t want to be on vacation, but this resort definitely defeated us, even my kids wanted to go home desperately. The rooms we received (block 24) were so dirty and very old. The showers are creepy and the shower curtains are covered on mold, we had no soap in the room or any other amenities, we were sharing one small bar of soap between 2 rooms the whole week, we asked numerous amount of time for another bar of soap but it was never provided. One of the rolls of toilet paper was coved in mold, no word of a lie, my husband whom typically doesn’t get freaked out or disgusted by things, was totally grossed out from it. The room had mold in multiple different areas, on the doors, light shades, furniture, vent covers, EVERYWHERE!!!! We where afraid to sit on any furniture in the room or lobby because they’re covered in mold, however, the beds super comfortable in our rooms. When we got our rooms, one of the rooms was dark and gloomy, the other didn’t have a handle on the bathroom sink faucet. The rooms where dirty, hair all over the bathroom floors, in the tubs, dirt in the tubs, toilet not cleaned on it and around it, mold around the bathroom sink and counters. We went to the concierge about the rooms being dirty and all the problems, they said they would fix it, but the whole time nothing was done, even though around day 4, one of the concierge ladies came and asked if things where better and taken care of and we told her “no” but we where still ignored. When housekeeping would come to clean, they still didn’t clean the areas we where concerned about, the original dirty was left behind and nothing was fixed. Housekeeping cleans for less then five minutes and leave, I swear they don’t use any cleaning products, a few times we where in the room when they would come and clean, so we saw everything. The main pool was green and filled with algae. When you ask them when it will be in swim-able condition, they keep saying “tomorrow” but “tomorrow” never came and based on the amount of algae, it must have been sitting like this for a while. By our 5th day, they started draining the pool and cleaning it. The second pool was green when we first got there but eventually got cleaned by the 6th day of our vacation, water was blue but the side walls where still coved in algae. There is an extreme shortage of everything, no Cola throughout our whole trip, no slushy drink (something my kids look so forward to having while on vacation) no hot dogs - none at all, small selection of alcohol, no buns for the hamburgers, hardly anything and if you didn’t make it to the buffet dinner or lunch early enough, you will miss all the “better” food and be stuck with black mushy beans and rice, as I called it “prison food”. There are no vegetables of any kind or salad. The lineups at the grill was nearly a 45 minute wait and sometime they would run out of food while you’re waiting in line. The plates at the buffet are all dirty, seems they don’t use soap to clean their dishes and on many occasions they would run out of cups, so you would be drinking hot coffee out of a plastic cup or champagne flute. At the beach bar when they run out of cups, they cut the big bottle of water in half and served you from that, sharp plastic edges and all! One night at the theatre bar they had no cups, you either had to bring your own or you won’t have anything to drink….like seriously!!!! There seem to have been a staff shortage because they couldn’t keep up with the amount of people. One buffer restaurant was closed and one A La carte was closed too. The staff is amazing and very apologetic about what is going on, they try to do their best to accommodate but it’s out of their hands. We absolutely adore everyone that worked there, especially the “coffee” ladies, Yanelis, Amy and their crew and all the ladies at the main bar, they where the only thing that made me feel happy! We booked Diamond club, boy what a waste of money. You get nothing special with it. They say you get a special section on the beach with the blue lounging chairs, but that section is not monitored and anyone can sit there, we saw people with all different colour wrist bands. We didn’t get any additional special treatment and even with the A La cart restaurants, we only got two bookings when we’re supposed to get more. We didn’t see the entertainment team do anything special or fun, from what we read of all the reviews, we expected a lot of fun and excitement, there was nothing. I found the entertainment team catered more for the younger 20-30 year olds, not so much for families. I am not sure how this resort got so many good reviews?!!! We spoke to so many people while we were there and 99% of the people we spoke to hated the resort. We tried to change resorts for the second day but our AC rep couldn’t find anything for us, but I hear some people did change. We spoke to the manager regarding all of our issues and he was super quick to brush us off. We will be taking this up with Air Canada Vacation because they shouldn’t be sending people to a resort that is ready or able to handle guests. In fact all the tour operators should have known the condition of this hotel and especially the condition of the pools and advised people before booking or not book people to this resort period. Oh and you should be aware that 90% of guests are locals. If you’re anything but local, you will not be treated equally. Side Note to management, whomever replies on behalf of the General Manager to apologize on these reviews, please do not reply to me with an apology. We where there for a whole and brought up all these issues with many employees including the concierge and the Air Canada rep and nobody did anything or apologized, now it’s too late for an apology, people just need to know the truth about this resort.…
Just came back from Cuba,Varadero! We loved the vibes, the staff and the food. A big thank you to the entertainment team- especially Choco, Gatto, Pedro, Anaïs, Fernando, Chino - at Grand Memories for helping my friends and I feel safe and welcomed!
I am writing this review at the resort. I arrived yesterday with three kids. First I need to say I LOVE Cuba and I LOVE Cuban people. I have been coming to cuba for 25 years and will not stop but I am mad at myself for not paying attention to the bad reviews written by others recently. I really thought it was picky people being mean. I am not a picky eater but guys there is no food here. Since yesterday we have only eaten mango and toast. The pool is green and the grounds have a bad smell. The main buffet, one side smells so bad that you are gagging as you eat your food. I will say the staff is absolutely amazing and are working hard and doing their best to work with this situation. Who I am upset with the most is hola sun. The reps in cuba cannot help me, they are waiting for reps from canada and they dont work on sundays. I have been begging to be moved somewhere else and no one is helping me. Because i have 3 kids, I am limited in where I can go. Talk about discrimination. Please do yourself a favour, take this seriously, do not come here. This hotel should not be open right now Update on this as my original post would not upload. Internet is really bad in Cuba. Hola sun rep ended up pulling strings and moving me to another hotel which was amaZing BUT the only way I could be moved is I had to purchase another room for my underage children. I guess everything can happen if you pay enough… Grand memories offered to move me to diamond club but those people had exactly the same food we did, or lack of food.. On the plane back to Canada, I sat next to two ladies who were on the sanctuary side and apparently they had steak and lobster. Guests are 90% cuban families. THIS HOTEL SHOULD NOT BE OPEN…
1. Pools: both closed!! Filled with green/algae & closed for almost full weeks visit. Only able to swim one day before they went green. Looking at other reviews now, seems this happens frequently. Beach is beautiful but very disappointing not to have pools, especially for out kids. Not ever offered updates, apology or compensation for this. 2. Food: booked Italian restaurant for 2 nights, when seated told “no Italian food today” both nights. Availability of all items very hit & miss … Coke, sprite, wine/champagne etc often staff would respond “not today.” Ingredients never available for Mojito. No snacks in hotel store – we were happy we brought a few bags of chips with us 3. Diamond Club: expensive for what its worth. Mini bar fridge “stocked” 2nd day with 2 beer, rum/vodka, 2 Fanta, but daily afterwards only “1 beer/day” & Fanta “not today” for the wk… There’s a very close/nice beach bar so “special” diamond club beach bar has limited advantages. 4. Rooms: upon late arrival we were given rm in building 10 – it was filled with 20+ mosquitos (hole above door gave them access), stained sheets, musty smell (1st floor). Staff tried to dissuade us from moving, saying building 10 was “renovated” Building 24 (3rd floor) much better, close to beach, same ‘renovation’ quality If you are going to Cuba, bring your own insulated mugs, hotel runs out often run out of cups (not certain they clean the plastic cups before reusing... definitely didn't wash plastic spoon well - noticed mold after using) Best pre trip advice we read was “curb your expectations” but we didn’t know we’d have to accept so little. We understand most staff were doing their best with limited resources – but there’s nothing luxurious about this vacation I would never return to this hotel, met people from other (more expensive) resorts on a tour & they seemed much happier. Would be worth paying more for more enjoyable vacation.…
If you want to reserve restaurant, talk with Barbi. She have a beautiful smile and she's very nice Thanks for all Barbi.😃💕 All the staff was nice. The rooms are cleen. The beach are always beautifull in varadero.