Dear Facebook Friends, as you could see, many bad reviews were posted in tripadvisor, monarc.ca and other websites. We are not going to hide or ignore them, I´m taking the time now to write here, and explain point by point what is happening at the resort, and desestress the situation. For those who sent me a direct message, please be patient as I´m overwhelm this days with all this situation. MISSING BEACH TOWELS: This is the main, #1 by far problem. All hotels (not only us) in Cayo Santa María, use the same central laundry, this central loundry that doesn´t depend on us, took a big part the old inventory (because we are a new hotel, it doesn´t mean we have our own new towels, we share the same with all hotels) leaving the hotels with a small inventory that for us is not enough for our guests. New towels are about to arrive the 2nd or 3rd week of January, so the problem will be fixed soon. As a suggestion (and I now the normal thing is that we provide them) bring your owm beach towel, or a pareo, so you an use it while exchangin our towel. This problem will be completely fixed by the end of January. MISSING SHEETS AND BATH TOWELS: It is the similar situation than beach towels, but in this case we could save some inventory, so we are not replacing sheets everyday but every two days, again until the end of January when the problem will be completely fixed. Bath towels, even if we can´t replace the whole standard inventory we should be replacing them every day, if it is not the situation please ask to PR immediately. FOOD & BEBERAGE SERVICE: Let´s go point by point. BAR service, we do have all liquors, so we shouldn´t miss anything. I can understand that is there some inconsistency in the way they prepare the drinks, and we are working in standarize them on it. Please if it is not the case go to PR and complaint, bartenders they should be serving every regular liquor listed in our standard. A LA CART restaurants, we are experiencing delays in the service, and we are working on it. Yes, you can probaby ask for one dish and it is not going to be available, it could happend. What we´ll do in the future is to manage diferent dishes and print menues every day looking forward to avoid saying we are sorry we don´t have this available today. It is the best way to manage food supplier unconsistencies in Cuba. BUFFET. In this case we have to say that except for 1 or 2 days where we missed some productos, the buffete is full of options. I would love to clarify some limitations we have in Cuba. Meat is not high quality, so you shoudn´t expect to have an amazing cut, but yes you should expect amazing seafood, godd chicken and turkey, and other products. Fresh fruits is a challenge, we do have tropical fruits, but I hope you understand we need to use canned fruits (Example: they don´t produce pears, and there is no any distribution and stock system that would allow us to get fresh fruit in Habana, and distribute it all around the island. So we need to use canned pears). This should be clear, WE DON´T RECICLE FOOD AT ALL. Health and Safety norms in Cuba are so strict that you´ll be surprise!, believe me you are safer than in other destinations. RUNNING WATER: In this case I´m surrpise to see SOME guests complaining about this, we had no water at the resort ONLY for one hour on Friday 26th, if it is not the case, if you have problems with the water in your room, please ask PR for a solution. We do have normal hot and cold water in rooms with an excellent pressure. ROOM CLEANING: One more time, we have no any problem about it, rooms are being clean dialy, completely. PLEASE if it is not the case with you complain with PR, if we are facing a punctual problem not only you, we also want to find it out. BEACH ACCESESS: We have now 3, so it is close and accessible. Remember we are in a protected area, we need to access the beach by wood sidewalks, and we have one like this. We have another bigger one autorized where the nautic place is, and we have one right next to the lobby that takes you diretly to the middle of the main beach so we are doing really well on it. Yes we have 1300mts of beach, so probably depending where you are in the beach, the bar or the bathrooms could be far, please localize the closer area for you. Bartenders are serving drinks by the beach so you don´t need to be close to the bar. STAFF TRAINING: Yes we are doing, and we need to keep doing it for a long time. They are not agressive at all as in other destinations, they only need to be trained in English, standards, and hostelery service in general. We are doing it and it is our pleasure, becuase Cubans are smart, and they learn fast, and they never stop smiling. I saw some review that sais that the smiled because the wanted to minimize a problem. I don´t agree, they smile because they love to do it, it is an actitud even in the bad moments. They are nice people, please be nice as well. My friends you have a beautifull resort and facilities, the most beautiful in the Cayo. Food is good, drinks are good. Rooms are the best in destination!. Entreteinement is amazing. The beach....you will love it forever. Yes, our apologies, we still need to train our staff and we are doing it. Finally, I´m sorry to say this, but if you are coming on the next two weeks, PLEASE bring some extra beach towels, and your holiday will be perfect! THANK YOU...
Posted on: Mon, 05 Jan 2015 23:40:14 +0000
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