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Wayne C
Toronto, Canada

You get what you pay for so you just have to make it a positive fun trip.

3.0 of 5 bubblesReviewed Apr 6, 2024via mobile
We were excited for this trip at first our room was really not a welcoming we had 5 rooms in total
1st room had funny moldy smells and ants were all over the washroom
2nd room was OK but the toilet seat was disgusting looking my nephews refuses to use it
3rd room was also OK but there was no cold water coming out of the faucet or shower plus ants
4th room had ants and the shower was broken it comes out past the shower curtain
5th room had ants all over the room and the toilet was leaking
We were all able to switch rooms the next day, though the pillow was smelly we all just had to put towels over it.
Though we all did notice that there were no door hanger signs on each every room, you have to specifically request for one or they will go into your room without permission and clean (we noticed this must be the tipping tactic). Someone did steal our door hanger (and others will take them) so we had to ask for another one and we decided to write our room number on the door hanger.
The pool towel you have to put a deposit, which is fine but the time of the pool towel section is upsetting either they will open on time but no towels available or open late with towels available to exchange. Most of the time towels are not available to exchange so you have to keep on going back.
Food at the buffet is a hit and miss, snack bar as well because for burgers/hot dogs they always have no bread available but they will give you options just to eat the meat lol. The grill lunch at the snack bar area is very delicious you just have to line up one hour before they start grilling because they do not have enough for everyone.
A La Carte was delicious, we had international, cuban and Japanese, though we also did not notice their a la carte staff are short staffed too.
We also did notice that the resort is short staff. They take long to serve drinks and/or take your order for drinks.

It is what is. We just made our trip to be a positive one and most of the workers we’ve met were all nice.
Date of stay: March 2024
Trip type: Travelled with family
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Bibiana Carbonell Castelo, Other at Iberostar Origin Laguna Azul, responded to this review
Responded Apr 11, 2024
Dear Wayne,
Thank you for telling other travelers about your experience. We will do our best to conquer with positive changes on your next visit.
Kind Regards,
Quality Manager
Iberostar Laguna Azul
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed April 6, 2024 via mobile

This was my first trip to Cuba. I really enjoyed the resort. A little disappointed that not all pools and hot tubs were functional due to maintenance. Sunwing did notify me appropriately about this matter beforehand. The beach is so beautiful and clean. I think it could be on the smaller side compared to other beaches at other resorts or in other islands but it was good enough for me. There is a bar nearby where you can get drinks. The beach party at night was so much fun! As you may of heard if you are into an abundance of food and variety- Cuba may not be the place for you. Take into consideration there might be food shortages due to economic crisis but I did not notice any on my visit. There were always eggs, food at buffet, coffee etc. I really enjoyed the ala carte restaurant. The snack bar ( by poolside) I feel could be improved in that I felt concerned with the food safety issues there. I only had a sandwich there one time and never went back. Mind you everyone seemed to like the grill and the barbecued food. The room was suitable for me. Room was very clean & functional but probably needs updating now. Housekeeping was always on point and always around doing their job. You may want to bring your own washcloth and beach towel. Maybe even bring a plastic bag so if you eat snacks in the room ( or other items you want to dispose of ) you can throw it in the bag. I did not notice any plastic bags in the garbage bins so this is why I express this. I enjoyed the entertainment , the front desk staff work very hard. Overall I enjoyed every minute of it!!! I cannot wait to return next year!!! Iberostar thank you:)

Room tip: Bring US cash as employees always seem to appreciate tips. Bring wash cloth, snacks, wipes, hand sanitizer.
Date of stay: April 2024
Trip type: Travelled with family
Thank liss1355
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bibiana Carbonell Castelo, Other at Iberostar Origin Laguna Azul, responded to this reviewResponded April 11, 2024

Dear Liss,
Thank you for choosing us for these holidays in Cuba. We will be delighted to have you back next year.
Kind Regards,
Quality Manager
Iberostar Laguna Azul

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 31, 2024

I can say unequivocally that this was the worst vacation we have ever had. I will also be letting WestJet vacations know it is unethical to bring Canadians here given the political landscape in Cuba right now and the conditions of this hotel. We stayed at this hotel for 10 long days.

POSITIVES: the beach is lovely with white sand; the weather was perfect, beautiful and sunny; our family suite room was spacious with 2 twin beds for kids adjoining to a queen bed room; my kids enjoyed the curly tail lizards around the resort.

NEGATIVES: staff were generally apathetic or in some cases just rude or dismissive; e.g. looking right through you and not asking if you needed something (when you are standing for minutes alone at a bar counter). There were a few exceptions (e.g. a lovely older male server at the snack bar, our maid, the coffee barista man with the pink shirt). We got the overwhelming feeling that the Cuban hotel workers were done with tourists and yet quite happy to take tips (which did not improve service or friendliness BTW). This was a major detractor for us as we usually enjoy the little conversations with locals, learning about their country, practicing the language etc.. We were aware the main pool was under construction; the part that was open was lovely but unfortunately the quieter pool in the back had no working filtration and active algal count was increasing quite obviously over our stay (e.g. green, slimy) so we had to stop using it. My husband did tell someone about it but they deferred and nothing was done about it. The advertised daily activities and entertainment (on boards in hotel lobby) were deceptive as most of the activities never occurred (with the exception of afternoon dance/aquasize in the pool); the guy turned up for the shooting range one day and insisted on taking our photo on his phone to show his manager he told us (!). As others have said, the food was awful, even for a lower income country; concerningly, food was lukewarm (overhead heat lamps non functional) and re-served multiple days in a row. It was not perhaps surprising when all 4 of us became ill at different points in our stay; one of my children has been significantly ill since returning to Canada and required medical treatment. Food variety was incredibly limited and often looked like mush; lacking in spice or flavour. Oddly, there were ingredients that could be made into something nice but it never seemed to happen. Pancakes were inedible. Pasta station guy did not even stir the food or attempt to cook the onions and other vegetables. We smelled a delicious curry one day at the snack bar; it was staff making their own dinner which we could not partake in. Snack bar was very rarely open and when it was (after staff were chased down to serve you) consisted of an overboiled hot dog (no condiments) or a lukewarm chopped chicken sandwich (food safe issues). Likewise, there were several days when the pretense of lunch being served at the snack bar went on (e.g. vinegar bottles put out on table, napkins etc.) but food was never put in the central serving area. Why?!?! Drinks were overall diluted and wan; by the time we left, we understood why we saw others just asking for straight rum in a glass! It was hard to get a Cuba Libre due to no cola most days we were there and there seemed to be little/no lime juice for mojitos which seemed odd. Sprite was the only soft drink for most of our 10 day stay. Interestingly, when we went to the Havana Iberostar, there seemed to be less issue with these shortages (e.g. other pop available, delicious pina colada) which points to a local management/distribution problem (e.g. why can some supplies not be shipped from the flagship hotel or do they just not care?). The heladeria (ice cream shop) on hotel grounds was not open a single day in our 10 day stay; staff would tell us "It is open tomorrow" which became obvious was a lie after the first 3 days of trying. We have lived in a third world country before and are flexible people and yet we feel we were conned by WestJet Vacations and Iberostar Laguna Azul to wasting hard earned money, family and holiday time there. We will never go back to this hotel and hope to save others the pain and suffering.

Room tip: Don't stay here - there are probably better options. This is definitely not a 5* hotel.
Date of stay: March 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank Louisa M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bibiana Carbonell Castelo, Other at Iberostar Origin Laguna Azul, responded to this reviewResponded April 2, 2024

Dear Louisa,
We are deeply saddened that we were unable to live up to your expectations on this occasion. We will make all the necessary investigations and changes to find solutions to the aspects of our services that were not to your liking and we offer our sincere apologies.
We hope you had a safe trip home.
Kind Regards,
Quality Manager
Iberostar Laguna Azul

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 23, 2024

Second time visiting wasn’t much better than the first. Food and drinks were scarce. That wasn’t the worst of it though. It was the rude Russians around the resort always being pushy, loud and obnoxious. Several times I saw the locals and Canadian visitors moving to get away from them so we could enjoy what was left of our trip. I don’t think that we will be returning. I know that the staff was working very hard to appease their guests with the constraints that they had in place. Thank you to all of the staff for your hospitality.

Date of stay: February 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
2  Thank John S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bibiana Carbonell Castelo, Other at Iberostar Origin Laguna Azul, responded to this reviewResponded April 1, 2024

Dear John,
We are deeply saddened to learn that situations beyond our control overshadowed the enjoyment of your vacation. We hope that you reconsider visiting us again to conquer you with our dedication.
Kind Regards,
Quality Manager
Iberostar Laguna Azul

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 19, 2024

Beach second to none
Staff best of the best!!
Friendly friendly friendly
Yuri and Raoul are now family to us!!
Food was acceptable.. it is Cuba 🇨🇺
After all. Drinks and beer were always available although the Cristal ran out a few times.. but paranda was always available!!
This is the first Cuban resort we have been at that does not run out of mint for mojitos!! They grow there own and have tons!! They provide us with the best they have..
come prepared salt pepper ketchup mustard …
I would rate this resort a 4.5 very good for Cuba..

Room tip: Be generous with staff. tips are very much appreciated ! And service becomes Outstanding!! Make sure you bring enough cash! CAD is welcomed!
Date of stay: March 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Yves N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bibiana Carbonell Castelo, Other at Iberostar Origin Laguna Azul, responded to this reviewResponded March 22, 2024

Dear Yves,
Thank you for trusting us your holidays. We cannot wait to have you back.
Kind Regards,
Quality Manager
Iberostar Laguna Azul

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 18, 2024

Amazing service. The staff is great anything we need was done for us. Room was very clean. The food is great we had prosciutto, potatoes tomatoes everyday, all food was fresh, grilled chicken, fish and more nothing was missing. We definitely did not starve. We want to thank Dania and Yuri and Dennis for attending to our needs. This is our 4th time at this hotel, the first time we came was 2011. Staff treats us like family.

Date of stay: March 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Mary S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bibiana Carbonell Castelo, Other at Iberostar Origin Laguna Azul, responded to this reviewResponded March 19, 2024

Dear Mary,
Counting with the reference of special guests as you is the most important recognition we can receive. Thank you for letting us be part of your happy memories.
Kind Regards,
Quality Manager
Iberostar Laguna Azul

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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