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“Marco&Lucia March 7-14”

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Ocean Varadero El Patriarca
Ranked #13 of 65 Hotels in Varadero
Moncton, Canada
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Marco&Lucia March 7-14”
Reviewed March 20, 2013

Brand new beautiful resort. Lots of beach jalapas and chairs;the beach is very nice . Never ran out of hot water in shower ! For drinks, bring a big cooler travel mug,and your own supply of coffee for your room.The staff is great if you are... learn a few spanish words like:por favor and gracias ! You're in Cuba , not TO ! Rudeness will get you nowhere !
Skip the "privilege" deal and instead , buy the VIP deal for your departure at the airport, well worth the $ and the hassle of waiting in line etc...The staff at the reception and lobby bar and the non-smoking piano bar are super ! (Yaimara-Daylé-Alinet-Nayle-Oriel -muchas gracias por sus servicios y por sus sonrisas !) If la Gerencia wants more info , we were in room 5224...I would return to this resort.

  • Stayed March 2013, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
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Helpful?
3 Thank Marc L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear Marco & Lucia,

We are happy to hear you enjoyed your stay at our resort. We will pass your comments to Yaimara, Dayli, Alinet, Nayle, Oriel with our compliments for having a positive effect on your visit. We hope is not too long before we get the chance to host you again with us.

Regards,

The Management
Ocean Varadero El Patriarca
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Cape Breton Island, Canada
Level 2 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed March 20, 2013

My wife and I spent a week at this resort just before Christmas. We travel a lot and visit an all inclusive in the Carribean at least once a year. This resort is the best we have stayed at in Cuba and we are returning for a week in late April.

The staff, particularly at the lobby and piano bars and especially Carmen, are absolutely wonderful. The rooms are great as was the beach. This was the best entertainment crew I've seen. I usually hate the shows at these sorts of resort but these folks were wonderful.

The food was great, though a little repetitive. They would do well to mix up the menu at the buffet more and offer something special -- like a roast pig -- at the lunch beach restautrant, as lots of other places do. I would also like to see draft beer at more of the bars: pouring from cans is slow and then the unfinished beer sits around. The staff at the poolside bar were also not as friendly as they might have been. I mention these things as minor things, not major ones. Overall, things were great and we are looking forward to our return visit.

Stayed December 2012, traveled as a couple
Helpful?
5 Thank Scott S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear guest,

We are glad you enjoyed your last stay and that we will have you again in a few weeks. W will compliment Carmen on a job well done. We have taken note of your comment regarding the pool bar but since sometime now we have made some staff chancges as well as rotation to improve performance with good results. We hope you will see positive changes in this regard on this upcoming visit. See you soon

Best regards,

The Management
Ocean Varadero el Patriarca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, Canada
Level 6 Contributor
127 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed March 19, 2013

We have been to Cuba 5 times so I think we can say we have given it a good try. We also know the definition of insanity. Overall my advice is: Don't go to Cuba if you want to be wowed. I am not sure it is even good to go to get "value" for your vacation dollars. The Cuban people (talking the resort staff) are OK but 95% don't really go out of their way to make your vacation special. The process to get out of Cuba is horrendous. It took over 2 hours of standing in lines at the airport. Then they charge you 25CUC…if I was a tour operator, I would figure out how to get my guests through that more painlessly…that alone will keep us away.

This resort looks nice at first glance but the rooms were cheaply constructed and it is only 6 months or so old it is falling apart. I would hate to see it after a few years of wear and tear. The rainfall shower is a nice touch though. Overall the resort facilities are pretty bland. The theatre show is late and repetitive. The music at the pool seems like it is the same everyday. The main buffet is a cafeteria. It is dark and has no character. Food is edible but not memorable in any way. The a la carte restaurants are boring and the food is not special. The bar and the pool cafe need better organization. The drinks are pretty lousy even by Caribbean resort standards. I will reuse what someone else once wrote on another review. On any given day, the first drink is terrible, the second one is poor. The third drink is average. The 4th drink is OK. The fifth drink is better and so on. This resort serves the drinks in these horrible little plastic glasses so suggest you take one of those awful cooler travel mugs (which we did) cause at least you can carry them and it is cold for more than 30 seconds. They don’t have good mix either. The towel service is OK but why such a big deal about cheap towels. We had to hand over our passports to hold them for our last day.

The beach is very nice.

We didn't test the service on getting supplies replenished or room service albeit they don’t always have face cloths that day.

To the Hotel: We actually filled out a survey when we were there and I think someone actually called us to discuss but my wife heard the phone ring from the shower. (We assume this cause our friends did the survey and they spoke to you briefly a few moments later but it was very superficial.) You did not follow with us. We were in room 6525 for week March 10-17 so if you want to contact us to give you some suggestions...you have our email address.

  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank Lakehouse259
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear guest,

We thank you for taking the time to share your comments and are sorry we fell below your expectations this time around.
We have checked with our Quality Control Department and they will be getting in touch with you shortly to address your concerns and suggestions.

Sincerely,

The management
Ocean Varadero El Patriarca
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Halifax, Nova Scotia, Canada
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed March 19, 2013

We stayed at this resort the first week in March. The weather was not great the first 3 days but the staff (JORGE) was so amazing at the privilege bar that we had fun anyway. The hotel inself is beautiful and clean. The buffet always has a variety of food and we always found things we really liked. Because we booked privilege the check in was a breeze. We were given drinks, a cool cloth and the lady at the desk was wonderful. She gave us all the information we needed. As with many of the other reviewers I did find the front desk personal to be less than friendly but they were the only ones and everyone else could not have been nicer. The beach is absolutely gorgeous and there are plenty of lounge chairs. The best part of our stay was meeting Jorge and Avyda the two bartenders in the privilege section. They are not only friendly but they go above and beyond to make your stay memorable. I have read most of the reviews for this resort and do not agree with a lot of the negative feedback. Our rooms were always kept clean and the bar firdge was filled every day. We were treated like welcome guests in a country where living conditions are sometimes very difficult for the citizens; and yet they treat all of us with a smile and respect. I loved this place and will be returning next year!!

Room Tip: I highly recommend the privilege section!!
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank nunnyb123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear guest,

We thank you for your comments and are happy to hear you enjoyed your vacations with us. We will compliment Ayda and Jorge for having made such a favorable impression during your visit. We have taken note of your comment concerning the staff at Reception for them to review these and make any necessary adjustments. We await to host you next year as part of our very valuable returning guests.

Regards

The Management
Ocean Varadero El Patriarca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
BC Canada
Level 2 Contributor
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 18, 2013

We have just returned from this resort with an AirCanada vacation from Montreal. The resort itself is very nice - lovely staff, gorgeous setting, clean, spacious rooms - all very good in terms of an all inclusive.
My only 2 complaints are more to do with the all-inclusive system and travelling in Cuba itself.
Getting to and from on a package is a bit of a nightmare - and it would be nice if there was a hotel shuttle going into town but the bus system works - for 4 people cabbing is much more efficient and about the same cost.
The restaurants have good food but the restaurant reservation system is flawed as 'privilege' guests make reservations that they don't keep and the places are half empty - perhaps a 15 minute window of arrival would fix this problem.
All in all - a great place to spend a week.
Getting non-alcoholic beverages is a bit of an issue = especially water - but you can always get it from the bars.

Room Tip: try to get some distance from the nightclub... :-)
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank dickeyclan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear Guests,

Thanks for sharing yours comments. We are glad to hear you enjoyed your stay with us.
We have passed your comment regarding the reservation window to our F&B manager to review what happened since in fat the established time for this is 15 minutes and this is even printed in the reservation slip. We hope is not too long before we get the chance to host you again.

Regards,

The Management
Ocean Varadero El Patriarca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed March 18, 2013

I have been to many resorts in the Carribean and have much experience with the overall perception of a resorts when it comes to comparing with other resorts in Cuba.
The major positives for this resort are:
1. Nice Layout of the grounds-clean, however the vegetation still needs time to mature
2. Rooms are very clean-fridge restocked daily
3. Food quality varies from day to day, but nonetheless is satisfactory
4. Plenty of beach chairs available including the palapas
5. The night shows are excellent, however some of shows are a bit boring to watch. The good shows are the Magic Show, Clown Show, Couples Show.
The major Negatives of this resorts are:
1. The Animation Team needs to spend time with the guests than eachother. The activities that were scheduled were attended by no more than 5 people. The Animation Team I believe lack character and entertainment qualities.
2. The staff at the main lounge bar seemed to want to spend time talking and laughing with each other, rather than provide customer care service. This made guests feel unwelcomed.
3. The snack bar service is satisfactory, however if you want a snack ie fries, ham & cheese toast after 11pm, the line-up wait is more than 30 minutes. Instead of the bartender taking orders from everyone at once, they choose to take orders one at a time.
4. Overall, I did witness that half the staff were professional and honestly did provide excellent service. For the other half, I am suprised to see the lack of respect and ignorance they present to the guests.
Overall, the resort itself is great, however I have never seen staff be borderline rude. Thts attitude and service would not be accepted in any hotel in Toronto. Management should open up their eyes and start Customer Training Service ASAP.

Room Tip: Rooms in Block 4 5 6 are good.
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Mac L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear guest,

We thank you for taking the time to share your comments and your observations. We apologize if any of our staff at any given moment did not perform or showed a proper attitude as they are expected to. Since some time now, have been immersed in doing some staff chances as well as staff rotation to improve performance in different areas. This to solve any weak links we may have within the service areas. We have also a service training program which we will be reviewing on the light of this feedback. We hope you allow us another chance to host you again as part of our valued returning guests to show you a great time in sunny Cuba.

Best regards,

The Management
Ocean Varadero El Patriarca
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed March 18, 2013

My partner and I stayed at this resort from march 7 to the 14 and we had the greatest time. The food was much better then we thought it would be, although they could add a few items to the menu. Ask for your pizza cooked well. The privileged package is well worth the money and the breakfast in the privleged lounge is unreal. Some amazing staff we encountered were yoel, Jenny, gorge and the butlers think his name was yudin. One thing I wish this resort would have a cart to take you from the lounge to then main area that would make things a lot easier for people. Also I wish the Internet in the privleged lounge was working while we were there. A big negative was the staff at the front desk, they were very rude and would not do anything to help make your vacation better. They spoke Spanish the whole time to each other and gigged while you waited for them to do anything for you. I called to get late check out and they said no but then I went to the privleged check in/ concerige service and they did it for me. They would not ever say hola to you when you walked up. Very rude, but that being said we had the best vacation at this resort. Most of the staff would do anything for you and we're so nice. I would recommend this resort to my family and friends

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jennbee123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Varadero El Patriarca, responded to this review, April 14, 2013
Dear guest,

We are happy to hear you enjoyed your stay at our resort and at our Privilege Section.
We are very sorry to read your comments about our Front Desk staff and have passed these onto our Front Desk Manager to evaluate her staff and take all necessary measures.
We will pass your comments with our compliments to Yoel, Jenny, George and Yaidiel (the butler) for having a positive effect on your vacation. We hope is not too long before we see you again and get the chance to host you as part o our valued returning guests.

Regards,

The Management
Ocean Varadero El Patriarca
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Ocean Varadero El Patriarca

Property: Ocean Varadero El Patriarca
Address: Autopista Sur km 18 | Punta Hicacos, Varadero 42200, Cuba
Phone Number:
Location: Caribbean > Cuba > Matanzas Province > Varadero
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #13 of 65 Hotels in Varadero
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Ocean Varadero El Patriarca 5*
Number of rooms: 420
Official Description (provided by the hotel):
Prime oceanfront property stretching more than 200 meters wide, Ocean Varadero El Patriarca is a five-star resort reflecting the 40’s and 50’s Varadero historic architecture. Complete with 420 deluxe rooms, Privilege Deluxe and Privilege Junior Suites; an array of thematic restaurants; a Despacio Spa Centre; Privilege Exclusive Rooms and Services, Privilege Lounge and upgraded amenities. ... more   less 
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