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“Shout out to lady Gaga.” 4 of 5 bubbles
Review of IBEROSTAR Laguna Azul

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IBEROSTAR Laguna Azul
Ranked #28 of 63 Hotels in Varadero
Vancouver, British Columbia
1 review
“Shout out to lady Gaga.”
4 of 5 bubbles Reviewed 16 August 2014

I had a fabulous stay at the hotel. All the staff were polite and welcoming. The entertainment was excellent. The shows were very good. Lady gaga was welcoming and polite. Adriane Wes very kind and friendly. Cuba was very friendly and welcoming. Ana margarita had our room sparkling. Kensi had made our trip very good because he gave everyone Their delicious drinks. 50 cent was very friendly and welcoming. Roxanna made me feel like I was at home and welcoming. Dayansi was a fabulous in the bar service.

  • Stayed July 2014, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Iberostar

Helpful?
Thank Ola136
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 review, 18 August 2014
Dear clients,

On a behalf of the staff and management here at IBEROSTAR Laguna Azul we would like to thank you for your nice review. We all are hardworking people always seeking the best for all our clients and we are happy to hear that you especially enjoyed the program of our entertainment staff-we will surely let them know. Should you choose our hotel, or some other IBEROSTAR Hotels, for your next vacation, please do not hesitate to contact us.

Kind Regards,
Online Reputation Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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6,510 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,235)
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English first
Oakville, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 bubbles Reviewed 16 August 2014

Just got back three days ago and it was the worst place I ever stayed. Nowhere are you told that rooms are not ready till 4. We spent 45 minutes in line to be told this. When we finally got a room had no towels, this seemed to be a running theme all week. The hotel staff were more rude than helpful .This is the first time that the buffet food was better than the a la carte. My family and I were truly upset since we stayed in Santa Maria in March and had a great time. We will not returning to this resort ever again.

  • Stayed July 2014, travelled with family
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank Stewart C
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 review, 25 August 2014
Dear clients,
On behalf of IBEROSTAR Hotels & Resorts, I would like to thank you for choosing the IBEROSTAR Laguna Azul for your vacation. We sincerely regret that your vacation experience was not enjoyable, as it is our goal to ensure that our guests have a wonderful stay with us. We appreciate your review and your valuable feedback and haven taken all your comments into consideration. If you decide to give us another chance in the future, please do not hesitate to contact us. It will be our pleasure to welcome you again.

Kind Regards,
Online Reputation Manager
IBEROSTAR Laguna Azul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Varadero hotels

Oakville, Canada
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
3 of 5 bubbles Reviewed 16 August 2014

We were in March 2014 at Melia Las Dunas in Cayo Santa Maria (with our 2 teenagers) and totally loved it, food, service, staff, choices of meals, rooms etc, we would have gone back but we like to see different locations. We choose Varadero because we really wanted to see Havana. So we said we will give Cuba another try. We travelled with my parents for this trip (76 and 83 years old). Over the years, we've done more then 20 all-inclusives and 3 cruises (with or without kids) and tons or road trips. This hotel was the most disappointing one. Service is great or poor through the hotel (depending of your tipping !). Be aware that you can't get your room before 4 p.m. on your check-in day so DON'T TAKE an early flight. We waited 45 minutes upon arrival at the check-in counter to be told that. The made an exception and gave us 1 room at 3 p.m. Even the represent of Air Transat told us that she understand we must be tired, but this is the way it is ! You can't really go swimming as the towels are in your room ! Buffet it's like Black Friday or December 26 when the stores open. Everyone are jumping in front of the others, some families were taking the whole serving dish to their tables it was a zoo. The food was OK , if you were lucky enough to get close by !!! Out of the 3 A la Carte, the Cuban was very good, nice service and good food. The Gourmet (Romantico) and Italian were awful. First almost everything on the menu is changed it for something else, at the Italian, the server told us that the least complain she had that evening was the beef in a brown sauce ... So we took that and all of us sent back our dishes intact, we couldn't cut the meat !!! Poor girl serving us, she was apologising for the food, the 2 tables next to us did the same. Not her fault. And don't bother bringing a little sweater with you as those restaurants are closed by windows and walls, and no AC at all, so it's like 45 C inside. For 3 days they took our bathroom's towels ( in my parent's room too) and didn't replace them. We used our beach towels. The "head" maid said they didn't received clean ones ... we suggested that it would have been wise if they would have left the used ones in our hooks so at least we would have something to dry off without sand !!! Both rooms. the AC was leaking, the celling too. Most of the "public" restrooms on the site were dirty or no toilet seats. The shows at night are well done and the service is great. In conclusion, if you have a choice, reserve another hotel then this one, don't loose anytime there. The trip to Havana was great, the guide very knowledgeable and it's a nice mix between bus tour and walking tour. The lunch in Havana was excellent, but don't buy the cigar at the store they stop, prices are 2 to 3 times higher, wait at the airport on your way back. They have a great Cigar store. Just for your information, Sine it's Raoul Castro in charge, the Cubans are now welcome to rent at hotels and this one seem a popular one, I'm glad they can have vacations too but they really take over the buffet, pools etc (The same in Puerto Plata). Hope it will help you.

  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank Marie155002
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 review, 18 August 2014
Dear clients,

On behalf of IBEROSTAR Hotels & Resorts, I would like to thank you for choosing the IBEROSTAR Laguna Azul for your vacation. We sincerely regret that your vacation experience was not enjoyable, as it is our goal to ensure that our guests have a wonderful stay with us.
We are sorry to hear that your experience with us did not live up to our usual level concerning the food and beverage quality. We already shared it with the departments involved in order to look for improvement and enhance the quality. However we would like to clarify that our Chef is always working on improving the different options offered at our buffets and A la Carte Restaurants.

We appreciate your review and your valuable feedback and haven taken all your comments into consideration. If you decide to give us another chance in the future, please do not hesitate to contact us. It will be our pleasure to welcome you again.

Kind Regards,

Online Reputation Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cochrane, Canada
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
2 of 5 bubbles Reviewed 13 August 2014

Cuba is a great experience. The hotel sucked. Food was terrible.

CONS
-Waited OVER an hour just to check in while waiting in NON-A/C lobby. Rooms (we had 2) are a 2star at best.
-Waited over an hour to book À la carte (in sweltering heat). Said restaurants were buffet food without the selection. Half the "options" were not even available.
-Expect to tip EVERYONE if you want any service.
-Beach has no shade available if you get up after 7am. People reserve chairs and never use them. (very rude). Or pay staff to reserve them. Not nice for everyone else.
-Beach loungers have no pad; ouch!
-Both rooms had no locks on the patio doors (one room had a chain held on with drywall screws) on ground level!!!
-If you're lucky you will have half the lights work in your room. Multiple couples mentioned this to us as well. Not only our issue
-Bottled water ONLY available in your room. One bottle is re-stocked every TWO (2) days.
-Bathrooms were mouldy, the shower heads falling of the walls, the toilets barely flushing.
-Main buffet/eating room was hot and loud. Tables are slow to be reset. Cold food was on display without being kept cold.
-Water features were all empty.
-One pool and eating hut were closed for renovations.

PROS
- Beach and water are amazing!!! No waves and perfect temperature.
- Staff was friendly and the room cleaned well each day.
- At a quick glance the resort is very nice looking, but not a 5*

Room Tip: Choose a different hotel
See more room tips
  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Service
Helpful?
4 Thank Bryan_ZDC
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 review, 14 August 2014
Dear clients,

We would like to thank you for having chosen IBEROSTAR Laguna Azul for your holidays. We regret that your vacation experience was not enjoyable, as it is our goal to ensure that our guests have a wonderful stay with us. We appreciate your comments as they are a measuring tool to help us improve our services.
We look forward to welcoming you again to verify that we have improved.

Kind regards,

Online Reputation Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brooklin, Canada
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed 12 August 2014

The building is impressive, the grounds and pools are excellent and the staff members are well-mannered and accommodating. On the negative side, building maintenance is far from being adequate.

We would return there but only after we receive assurances from the travel agent that the maintenance problems have been fixed.

  • Stayed August 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Iberostar

Helpful?
1 Thank wilsonmca
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 review, 13 August 2014
Dear clients,

On a behalf of the staff and management here at IBEROSTAR Laguna Azul we would like to thank you for your review. Priority in our hotel is the improvement of all our services and continuous work to obtain our guest satisfaction. We have taken all your comments and suggestion into consideration and we will do the best we can to improve all the mentioned points. However, if you decide, to visit us again in the near future, please do note hesitate to contact us.

Wish you all the best

Kind Regards
Online Reputation Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Little Ferry, New Jersey
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
2 of 5 bubbles Reviewed 12 August 2014

We were in Iberostar Laguna Azul June 21st, 2014 for 4 nights. Family of 4 traveling for the first time to Varadero. We have stayed at other Iberostar Hotels in other countries and this is the worst. Service is horrible. Employees do not make you feel welcome and they have no idea of what customer service is all about. We spent over an hour in a line to make reservations for some of the resort restaurants. Japanesse Restaurant was ok but "Criollo Restaurant" was horrible. One of the Elevators to the 5th floor were our room was located was down (No signs informing guests of the problem). The second elevator worked but it would not stop at the Lobby (3rd Floor) unless someone would call it. Coming down to the lobby you had to get off on the 4th or 3rd floor. The day we were leaving I had to get off on the 4th floor and rush down the stairs to the Lobby and press the call button, so the Bellman could be able to get off with our luggage.
One of my kids had an allergic reaction to something he ate. We went to see the Dr. by the spa area. After waiting for half an hour the Dr. just left without saying anything to us. We asked the Spa employees and they advised she was probably called for an emergency. Employees had no clue about the time she would be back. We had a chance to speak to some of the nicer employees and it's unbelievable the things they told us. The reason I gave 2 starts is because of the beach and the pool area. Always clean and neat. Will never go back to Varadero, It will take millions of years before Cuba can be educated on how to deliver service to their customers.

  • Stayed June 2014, travelled with family
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
6 Thank Traveler062014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director D, Manager at IBEROSTAR Laguna Azul, responded to this review, 13 August 2014
Dear clients,

We would like to thank you for having chosen IBEROSTAR Laguna Azul for your holidays. We regret that your vacation experience was not enjoyable, as it is our goal to ensure that our guests have a wonderful stay with us. We appreciate your comments as they are a measuring tool to help us improve our services.
We look forward to welcoming you again to verify that we have improved.

Kind regards,

Online Reputation Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
2 of 5 bubbles Reviewed 12 August 2014

This is our second trip to this hotel and i can tell you that this resort was much much better. Now everything went down: service, facilities, the food...
I wouldn't be going for the second time....
For this price you can try another hotel in Cuba or add a little bit more money and go to Mexico.
Sorry for disappointing you but i always trying to be reasonable.

  • Stayed August 2014, travelled with family
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank Payless-travel
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 review, 12 August 2014
Dear clients,

On behalf of IBEROSTAR Hotels & Resorts, I would like to thank you for choosing the IBEROSTAR Laguna Azul for your vacation. We sincerely regret that your vacation experience was not enjoyable, as it is our goal to ensure that our guests have a wonderful stay with us. We appreciate your review and your valuable feedback.

We notice that you stayed with us before, since we have changed the management team and some of changes that have taken place are related to the areas you commented on.
It will be our pleasure to host you once again so that you can experience firsthand the service provided at our resort.

Kind Regards,

Online Reputation Manager
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 IBEROSTAR Laguna Azul

Property: IBEROSTAR Laguna Azul
Address: Autopista Sur Km 17 | Punta Hicacos, Varadero 42200, Cuba
Region: Caribbean > Cuba > Matanzas Province > Varadero
Amenities:
Fitness Centre with Gym / Workout Room Restaurant Room Service Suites Swimming Pool
Hotel Style:
#2 Business Hotel in Varadero
#7 Family Hotel in Varadero
#8 Romantic Hotel in Varadero
#23 Luxury Hotel in Varadero
Price Range (Based on Average Rates): ££
Hotel Class:5 star — IBEROSTAR Laguna Azul 5*
Number of rooms: 814
Official Description (provided by the hotel):
Located on a beautiful stretch of Varadero's Beach. Approximately 160 km from Havana and 20 min. from downtown Varadero. 814 rooms allocated in different buildings, 24 are suites and 8 are for handicapped. Reception 24 hrs. open, currency exchange, internet 24 hrs. Buffet restaurant with show cooking and 4 a la carte restaurants and Ranchón near the beach. Lobby bar, Cigar bar, aqua-bar, and 2 snacks bars at the pool. Conference rooms, SPA, gym, and beauty salon, 2 tennis and paddle court. Ice cream saloon, animation theatre and disco. 5 outdoor swimming pools. Miniclub (4-12 years). ... more   less 
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Also Known As:
Iberostar Laguna Azul Hotel Varadero

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