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“Awful, dated and dirty!!!!”

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Gran Caribe Villa Tortuga
Ranked #41 of 64 Hotels in Varadero
Reviewed 17 July 2017

OMG AWFUL! Old, dated dirty! As soon as we entered the room i cried and demanded to be moved. This was not what i was expecting. Our room had a broken (in 2 places) patio door which was badly boarded up allowing mosquitoes in. It was hideous and I have never experienced anything like it. The food was what i would compare to prison food and made us ill. I would never return to this ugly hell hole.

Room Tip: Avoid this hotel!!!
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  • Stayed: June 2017, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
2  Thank J3651MFpatriziac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Directora G, Director General at Gran Caribe Villa Tortuga, responded to this reviewResponded 18 July 2017

Dear guest:
First of all, I would like to thank you for chosen us to enjoy your holidays and the kindness of transmitting us your impressions related to the resort.

It is very pleasant to know you considered us to spend your holidays in Cuba and we are sorry for the inconveniences you had at our resort. We assure you that your arguments, opinions and recommendations were respectfully held by the staff in charge. We will keep working hard for improving our services, and enhancing the quality of the amenities we give. The major task is to provide clients with the best service and a personalized assistance.

All your suggestions will be taken with acknowledgement, and we will be very glad if you decide to come back to Cuba and visit our hotel, for sure you will receive the best services and treatment from us.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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5 - 9 of 1,032 reviews

Reviewed 13 July 2017 via mobile

Beds were sunk in and dirty.
The food was horrible.
Went out of the resort to eat daily following becoming ill.
We both were very ill.
We had no water pressure or hot water to shower. It was never fixed following constant requests.
Very ill wild dog with sores all over; hung out in the lobby bar at night. No staff did anything to remove the dog. My heart felt for the dog.

Pool bar staff were very pleasant. The remainder were useless.

Couples we met made this vacation.
I would not recommend this resort.

Stayed: October 2016, travelled as a couple
4  Thank jaxxlyn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Directora G, Director General at Gran Caribe Villa Tortuga, responded to this reviewResponded 19 July 2017

Dear guest:
First of all, I would like to thank you for chosen us to enjoy your holidays and the kindness of transmitting us your impressions related to the resort.

It is very pleasant to know you considered us to spend your holidays in Cuba and we are sorry for the inconveniences you had at our resort. We assure you that your arguments, opinions and recommendations were respectfully held by the staff in charge. We will keep working hard for improving our services, and enhancing the quality of the amenities we give. The major task is to provide clients with the best service and a personalized assistance, the one you received from the pool staff.
All your suggestions will be taken with acknowledgement, and we will be very glad if you decide to come back to Cuba and visit our hotel, for sure you will receive the best services and treatment from us.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 June 2017 via mobile

Gud place for a gud price...food in all inclusive restaurant is ok,maybe little boring,same things every day...staff is kind...rooms are old and little ruin,we find little worm in bed,klima in room not cleaned years but weather is very nice and in room we been only by night...moskitos is very hungry and staff not have any weapon for that monsters...beach is nice...in one word,ok for a one time in life but never again on that hotel

Stayed: April 2017, travelled with family
1  Thank mr R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Directora G, Director General at Gran Caribe Villa Tortuga, responded to this reviewResponded 13 June 2017

Dear guest:
First of all, I would like to thank you for chosen us to enjoy your holidays and the kindness of transmitting us your impressions related to the resort.
We assure you that your arguments, opinions and recommendations were respectfully held by the staff in charge. We will work on the variety of food, taking into account that the quality is very good, as well as in our rooms that are some old fashion due to the period of time they have been used.
It is important to remember that Cuba is a tropical island, so we have a huge amount of insects, mosquitoes among them. Thankfully our country has developed campaigns to control them in touristic and nearby areas.
It is a pleasure to invite you again to our home and for sure all your claims have been solved in order to continue the excellence in our services.

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Reviewed 4 June 2017

My all inclusive resort, Hotel Villa Tortuga, certainly exceeded my expectations. I had chosen it after reading the various reviews and comparing reviews, price, and location with a bunch of other resorts. I was a little anxious as some of the reviews were quite negative: bad food, dirty rooms, boisterous drunken guests, unfriendly staff who spoke no English, and noisy air conditioners that didn’t work or were impossible to control. Quite the contrary. The resort fronted on a beautiful stretch of the beach; had a large pool, and consisted of a series of two and three story bungalows spread around a very lush, quite extensive grounds. My room was quite comfortable, nicely furnished, and quiet, with silent, easily controlled air conditioning. The buffet food was certainly fine with a very large selection of fruit, vegetables, meat, side dishes, and desserts. One of the reviews had claimed that you had to get there early as the meat quickly disappeared and wasn’t replaced; not true, but a hint of truth in the desserts. The dessert selection did seem to diminish somewhat early; so the trick was to choose what you wanted as you started the buffet and keep it until you were ready to eat the desert. While the food wasn’t the same quality as you would expect from a restaurant you chose to celebrate a special occasion like a wedding anniversary, it was certainly adequate. Even the breakfasts had a large selection including such exclusively Cuban specialties as pancakes and French toast

  • Stayed: March 2017, travelled solo
    • Sleep Quality
    • Cleanliness
    • Service
5  Thank David G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Directora G, Director General at Gran Caribe Villa Tortuga, responded to this reviewResponded 16 June 2017

Dear guest:
First of all, I would like to thank you for chosen us to enjoy your holidays and the kindness of transmitting us your impressions related to the resort.
It is very pleasant to know you have all those good criteria about our hotel, and also discovering that despite the negative comments posted about us, you decided to experience by yourself what we were able to offer. Although all that you have said is excellent, we will keep working for improving our services, and enhancing the quality of the amenities we give. The staff work harder every day for the maintenance of the rooms, our chefs give their best to raise the food to the top, and it is a pleasure for us to assist one and each client that comes to our home to spend their vacations. Thanks for giving us a comprehensive like on our rooms, services, food.
We will be very glad if you decide to come back to Cuba and visit our hotel, for sure you will receive the best services and treatment we can give, it is what you deserve because guests are our reason for working.

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Reviewed 22 May 2017

At the begining we were a little bit affraid of choosing the cheapest hotel in Cuba but fortunatelly this place is really good. The location is great, rooms and infrastructure is nice the baech has a great bar and nice equipment. There are of course few minues like not very rich bufet (but you have deffinetely try pudding and coconout ice creams)or no wine at the bars, aircondition was broke, thousands of mosquitos and the worst check in from 16.00 But the best value are great adorable people working at this hotel! What more once for the week hotel has Cubanian lunch with fresh coconouts, mojito and grilled pork. During your stay you can book a special dinner at Neptun restaurant but it's not worth the food is realy poor, restaurant is empty and quite and the worts!! it's restaurant with seeview but all windows are hide behind the curtaines. I would love to go there again because according to the price of stay it's really worth to choose this hotel.

  • Stayed: May 2017, travelled as a couple
    • Value
    • Location
    • Service
2  Thank anikita86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Directora G, Director General at Gran Caribe Villa Tortuga, responded to this reviewResponded 15 June 2017

Dear guest:

First of all, I would like to thank you for chosen us to enjoy your holidays and the kindness of transmitting us your impressions related to the resort.
It is very pleasant to know you that you considered us and decided to experience by yourself what we were able to offer, and you found a good relation between the price and the amenities in our hotel.
Also we keep working on improving and enhancing the quality of our services. The staff work harder every day for the general maintenance of the hotel, our chefs give their best to raise the Cuban food and to keep our traditions and heritage alive, and it is a pleasure to assist and help one and each client that comes to our home to spend their vacations.
All your suggestions will be taken with acknowledgement, and we will be very glad if you decide to come back to Cuba and visit our hotel, for sure you will receive the best services and treatment from us, and you will find that all those issues you pointed out have been successfully solved.

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 Gran Caribe Villa Tortuga

Address: Calle 9 e/ Boulevard y Ave. Kawama | Matanza, Varadero 42200, Cuba
Region: Caribbean > Cuba > Matanzas Province > Varadero
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Restaurant
Hotel Style:
#27 Luxury Hotel in Varadero
#34 On the Beach Hotel in Varadero
Price Range: $113 - $261 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Gran Caribe Villa Tortuga 5*
Number of rooms: 292
Official Description (provided by the hotel):
Accepts VISA, Mastercard, and AmEx from non-US banks only ... more   less 
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Also Known As:
Gran Caribe Villa Tortuga Hotel Varadero
Tortuga Hotel Varadero

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