Gran Caribe Puntarena playa Caleta

This was by far the worst experience we’ve ever had. To make it easier for everyone to read it please find below all the negative aspects we encountered: -the windows did not fully closed which means there was no sound or heat insulation; also it meant it rained inside the bedroom and when we spoke with the staff about it they did not provide any solution; -most of the plugs did not work; -the WiFi did not work most of the time and the when we approached the front desk they tried to deceive us and told us it was not working when we knew it was; -there was piles of sand swept into the corners of the bedroom; -there was water dripping from the bathroom lights; -the air conditioning did not work; -there was no hot water and the water pressure was weak in the shower; -the drinks were served in disposable plastic cups which they washed and gave to the next customers; -the coffee bar did not have coffee; -the bars did not have bottled water; -the maids smoked while cleaning the bedrooms; -the hotel went out of electricity for around a day and we had to take the emergency exterior stairs to go up and down from the 7th floor. There was no backup plan for electricity failure; -there were thematic restaurants which never opened; The restaurant looked like a community canteen where the majority of the people were locals trampling each other to get drunk on free beer while stealing the scarce food in plastic containers. Needless to say all of us got food poisoning. Pure terror! Please do your reaserch and stay away from this nightmare

I will start with the positive, because that list is very short! The view from our room on the 7th floor was beautiful. The beach was nice and the ocean is very clear. The staff at this resort is some of the best we’ve ever encountered! Every single one of them were warm and friendly and genuinely wanted to help. It’s because of the staff that it makes me sad to write a negative review, but this place is awful! The rooms are run down and worn out. The balcony door is super hard to open and close, and the balcony is tiny. The tub is very worn out and the drain is rusty and gross. Our safe needed repair 3 times in 7 days so we could open it. We had no hot water for 4 out of 7 days, and the elevator stopped working several times a day. We were on the 7th floor, so this was extremely inconvenient. Our last day, we had to haul our suitcases down the fire escape stairs so we wouldn’t miss our bus. The food here was the worst we have ever had, and yes we have been to Cuba 8 previous times, so we knew not to expect 5 star dining, but this was inedible. There were only 4 trays of hot items, which were not hot but only warm, then there was a fish station and a pasta station… which was the same every single night! We ended up going into Varadero 4 out of 7 nights for dinner and had some really amazing meals. New Years Eve supper was a joke and they ran out of everything. The two al a cartes we had weren’t terrible, but they weren’t great either. The dishes, cutlery and glasses in the buffet were not always clean. Sometimes it took several tries to find clean dishes. The public restrooms had no soap and no toilet paper. I know off resort you need to carry toilet paper…. But on resort? The gym is also in total disrepair, no belt on the treadmill, the bike is broken and several weight machines do not work. Only one of the two pools was open and it was freezing cold and had really loud obnoxious music and games, so we spent most of our time at the beach, which again was very nice. I will say that this place has real potential, but needs a complete overhaul. I would like to send a special thank you to Mercedes, the customer relations manager as she tried very hard to make things better. But unfortunately there is no better for this place as it is. Sunwing totally misrepresents the resort in their on line advertising. That upset me more than the fact that the resort needs so much work. Had SW been honest we would have chosen a different resort. We contacted them on day 2 and they said there was nothing they can do and it was up to the hotel to satisfy us…??? Last time we will ever use Sunwing! I would like to thank the staff here, as they really made a terrible situation better.

Staff stealing food from tourists! Right now I'm here and every day staffstealinf for example bacon from breakfast station! I sawstaff stealing alcohol from bar and put it to pants! Something wrong here. Very dirty toilet smells urino. They askedfrom me 30 dollars for good room and toilet doesn't work properly and all sh... T can't go through toilet.very bad smell! Pour meal and no animation. Building is very tired. Don't recommend! Personal doing nothing to improve something

I am writing in my parents name They are at this resort at this moment and This is more then 10 times they are going to the same resort They just love everything here The people are like their family very friendly The beach is amazing And the food is topical Cuban food The cleanliness is always as a 5 star hotel excellent Special thanks go to MAYELO SANTANA SANDE Thank you thank you thank you For always be very polite always with a big smile on your face and always willing to help and treat my parents as yours Thank you Team of playa caleta for all that you do so your guests are returning every year Until next time with Goads willingness Thank you Tomo and Dosta

I have been here for so many times and we are feeling like home. Even the hotel is almost empty the service is good and the people are so friendly. We hope to cone back soon with our family. Congratulations to the stuff

I wish I had taken more photos! My room was 631 and Yarima took care of all my daily needs as my service maid. Vlad provided me with a complimentary bottle of rum upon arrival. The Italian restaurant serves some of the world's best lasagna and pizza (margarita pizza). The white wine was exceptional and there was live music each night. So much talent and charm at this resort. - Mabel makes the BEST mojito in the Carribean, not even kidding. Made with fresh chives and Cuban cane sugar. And I honestly fell in love with the Cuban coffee, better than Tim Hortons! Lala was very sweet and served me with love and respect. I have honestly never felt such hospitality in my life. I felt safe and comfortable at all times. Number 8 taxi (horse and buggy) was superb and very friendly. My room had the most spectacular view in all of Varadero, fridge and AC worked perfectly and I was able to chargey phone in the outlets. The wifi was good, almost better ell or Rogers wifi in Canada. 11/10 for me. Duni my friend, thank you for making me feel like a member of the family.than B