I emailed the resort and the head office in Spain to express my concerns about our upcoming trip departing Winnipeg on Feb 14th. Got the standard "we're working to address concerns and assure you your stay will be memorable"...yadda yadda from head office in Spain. A couple of days later I recieved an email directly from the resort from Ricardo Front Operations Manager(who by all accounts was able to assist guests with complaints better than other staff) I had stated that it was my intention to post the response on this site so here it goes:
First of all we want to thank you for choosing us for your vacation.
I want to answer your questions over your own email for me not to forget any of your doubts:
1) Hot food in the buffet is only warm but generally cold (health risk)
and the food in general being very poor and frequently making people sick.
Long lines of over one hour to get a pizza at the snack bar or cook to order eggs and meats at the buffets.
Ricardo's response "There are no health risks in the cold food, but of course our main purpose is to offer you not only a safe food but a warm and tasty one. So the Chef is checking by himself the temperature of the food in the buffets. We are quite sure to tell you that we guarantee our food as a safe one; we can not risk that vital matter, and people who got sick was unique cases, because if it were have been the food it would have been no room in the hospital for them with 1300 guests, so please trust our controls in the kitchen. The lines appear when we are offering a personal service in the buffet, like a la carte omelette, pasta or pizza; but we are making some changes to avoid that and improve your experience in the restaurants".
2) Towels and sheets not changed for days on end.
Ricardo's response "We had a big problem with the central laundry and now it is solved".
3) No Cuban pesos for tourist so we can buy products in Cuba and tip resort staff, a pay the 25 CUC mandatory departure tax when leaving Cuba at the airport.
Ricardo's response "At the airport there is a 24/7 bank service, but we have change the amount of currency that we have in the hotel to satisfy our guests needs".
4) Poor cooking methods like using the same utensils that were used to put raw chicken on the grill and using this same utensil to take cooked meat off the grill. (May be why so many people are vomiting or have stomach illness)
Ricardo's response "Those cooking methods are completely forbidden and in case we see that kind of bad behavior from a cook it carries a hard disciplinary action".
We look forward to meeting you and your family in our Hotel and please do not hesitate to ask further questions directly to this address.
We are working day by day improving our services and achieve the Eurostars standards of quality and we hope you give us the opportunity in the near future to see by yourself our improvements.
So here's what I'm thinking...they have acknowledged that issues exist and are presently working to rectify them to the best of their ability given Cuba's internal constraints. I knew this was a new resort and with that growing pains occur, often to the discomfort of resort guests, but i knew that going into the deal.
Most if not all guests state that the resort itself is great: the ocean/beach is beautiful with white sandy beach (the chair reservation game occurs at most resorts), the rooms are clean and modern and things in the rooms work well (don't plan on using the phone anyway), and the pools are amazing. These are the most important things for our family and I can live with the rest of the issues that exist. I'm going with an open mind, determined to make this vacation memorable for my family and won't sweat the other stuff. I frequently go camping in the wilderness with the family and we love it so I feel assured it will at least be a step above that (LOL). If you are coming to the resort over the same time period Feb 14 (Midnight arrival) to Feb 22 and are arriving with a similiar attitude please say hello; if you can only find fault with the resort then kindly do not interrupt our stay at the Eurostar Resort. Our family consists of my wife and I, early 50's and my 3 sons 23, 20, and 17. Cheers to all, and remember, attitude is everything!!!!!