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Reviews (7,787)
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Reviewed 2 May 2018 via mobile

Spent a week here in march. Thought it was a beautiful resort. Service was great. The room was really nice with a balcony and daily beer/soda delivered to your fridge. Nice resort, great amenities, constant entertainment and great drinks. Pool and beach are easily accessible. Whole resort is built like a horseshoe around the amenities. Lots of alacarte restaurants and theyre all great. Enjoyed the japanese one the best. Only complaint was the food. Buffet was huge but a lot of the food just tasted gross. Took me a few days to figure out what i could eat. I think it's just a cuba thing though.

Was a little out of the way. Took about 15 minutes to get to town. Overall enjoyed and would go again.

Stayed: March 2018, travelled with friends
Thank Gareth J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director D, Gerente at Iberostar Laguna Azul, responded to this reviewResponded 3 May 2018

Dear Guest

First of all, we would like to take this opportunity to thank you for choosing IBEROSTAR Laguna Azul for your vacations in Cuba.

It is a great honor to know that you enjoyed your vacation with us, with your nice comments about the workers in our team and the services what we offer, you give us more motivation to improve even more our services. Be sure that every comment of our clients is important to us and our team is constantly working to make our hotel and services even better.

On the other hand, we are very sad that our food has not been to your liking. We would like to explain that we work almost always with the products of the country and that the offer is not so varied most of the time. In any case, let us mention that our buffet has several food stations: one of salads and cheeses, another of fruits and vegetables, 4 hot seasons where we serve fish, meat, chicken and pork and one of breads and sweets. In the same way we will pass your comments to our Chef, who is always willing to make changes and to try new recipes to satisfy our customers.

It will be a pleasure for us to welcome you back soon, please do not hesitate to contact us to assist you even more.

King regards,
Quality Manager
IBEROSTAR Cuba

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 May 2018

Be careful in reviewing details on the Iberostar Laguna Azul hotel in Valedero. Out of several hotels visited, this is the only hotel in Cuba that has a low hospitality and service rating. Every other hotel we visited, you would be greeted, especially in the restaurants. Here you have to ask several times, even if you are friendly and leave a great tip.
The hotel has poor management, and hospitality practices. The regular rooms will always have something wrong or broken, I suggest picking the ocean view, because the rooms have less issues, or the suite, even better. The food is also terrible versus, the other hotels like the Paradissus, or the Melia chain.

Room Tip: Choose either ocean view or a suite, otherwise issues with many regular rooms.
  • Stayed: April 2018, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar
7  Thank stephen6832018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QualityMCuba, Manager at Iberostar Laguna Azul, responded to this reviewResponded 2 May 2018

Dear Stephen,

We were very disappointed to read of your experience during your stay at our Iberostar Laguna Azul and we would like to sincerely apologize to you.
We have taken note of your comments regarding your disappointment with our staff. We have passed them on to the head of the department, to review and improve our service. Nevertheless, we would like to emphasize that at Iberostar service orientation and personalized attention to our customers are of the utmost importance. We train our staff on a daily basis to exceed customer expectations and work according to our high standards of quality. We find it very sad to read your comments and see that on this occasion we have not been able to meet your expectations and we will do our best to ensure that any situation that does not meet our criteria is corrected.
Finally we would like to say that your comments are invaluable in helping us create the ideal holiday experience and we really hope you will allow us another opportunity to show you that your holiday experience can be improved.

Best regards,

Quality Manager
Iberostar Cuba

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 May 2018 via mobile

Excellent customer service, all the staff are very friendly and will go above and beyond. Cheap wifi for a dollar an hour, very clean rooms, tons of food and beverage options. Plenty of space and places for families, as well as plenty of options for students.

Stayed: May 2018, travelled with friends
Thank Eric O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director D, Gerente at Iberostar Laguna Azul, responded to this reviewResponded 2 May 2018

Dear clients,

Thank you for having chosen our resort for your vacation. On a behalf of the staff and management here at IBEROSTAR Laguna Azul we would like to thank you for your review.
If you decide to visit us again, please do not hesitate to contact us. It would be our pleasure to welcome you again!

Kind Regards,
Quality Manager
IBEROSTAR Cuba

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 May 2018

Overall a nice resort, but the rooms are run down and really need a reno. Beds are sagging, paint and mirrors fading, etc. It's a good resort if you are under 30 and looking for a drink all you want buffett.

Room Tip: Needs a reno and can be noisy due to late night partiers.
  • Stayed: March 2018, travelled with family
    • Location
    • Cleanliness
    • Service
1  Thank keenerken
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QualityMCuba, Manager at Iberostar Laguna Azul, responded to this reviewResponded 2 May 2018

Dear guest,

First of all, we want you to know that we appreciate you taking the time to notify us about your recent holiday at Iberostar Laguna Azul and we are sorry that you felt your experience was not as perfect as it should have been.
We regret to hear that we did not meet your expectations regarding the maintenance conditions of our facilities. We are aware that our hotel is not newly built, but we try to pamper it and keep it in good condition, as it is our desire to offer our clients a comfortable stay that will only optimize their holiday. We will send your comment to the management team and the maintenance department as the opinion of our clients is what helps us to improve day by day.
Once more, we thank you for your review and hope to see you in the future at one of our hotels.

Best regards,

Quality Manager
Iberostar Cuba

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 May 2018 via mobile

Stayed with friends from April 21 to 29th. Was one of the nicest beaches i have been to. However shoryage of chairs at beach and no assistence from staff to help. Getting up at 6am to reserve a chair and shade is not my idea of vacation. If you do find a chair and want it situated near the water it is difficult getting it there with no help. Pools however were great with no problems.
Food not great but could always find something. The Italian restaurant was the best meal we had. Very good. Staff at buffet were awesome.
We stayed in building 12120 and room was cleaned just so so.... not great.
One thing we were not impressed with was a note being left the day before we left saying to lea e beach towels in room when checking out which was fine. However the next day at 8am a knock came on the door to inform us again to leave towels in room befor checking out. We were traveling on a late flight and did not appriciate being woke up to tell us this again. Now to make matters worse when existing our room to check out we noticed a maid rushing in to check if we left our beach towels!! Really ??? Mot a good lasting impression. Not very professional as i am sure a better system can be found. Would i return to this resort?? Not likely but maybe choice a different resort in the same area as the beaches are beautiful however a few changes may change my mind.

Stayed: April 2018, travelled with friends
1  Thank charlene631546
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QualityMCuba, Manager at Iberostar Laguna Azul, responded to this reviewResponded 2 May 2018

Dear Charlene,

First and foremost we want to take this opportunity to express our appreciation for your friendly and helpful review of Iberostar Laguna Azul.
We are also grateful for your constructive feedback, as we are always happy to receive suggestions on how we can make improvements to our services to better satisfy our guest's needs and improve their experiences wherever possible now and in the future.
We sincerely regret that at times during your stay it was difficult for you to find a sunbed. In our hotel we have 814 rooms, therefore in peak season sometimes it is challenging to obtain a sunbed. Can we suggest that on a future occasion you convey to our pool staff your difficulty in finding one and they will gladly help you to find a free one? We are so sorry for any inconvenience that this has caused you, because at Iberostar one of our main objectives is that our guests are comfortable and all their needs are met.
On another note we would like to offer you a sincere apology for the attitude described from our maids, this situation certainly does not reflect the service we aim to offer to our guests. Please know that we have already sent your comments to our Room Division Manager in order for her to take the corresponding measures to avoid any further inconveniences.
Once again we want you to know that your description is really appreciated. It is nice to know that you had a good time with us because of our efforts and we hope to have the honor to repeat this experience for you soon.

Best regards,

Quality Manager
Iberostar Cuba

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