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Reviews of Royalton Hicacos - Adults Only - All Inclusive

4 out of 5
Royalton Hicacos - Adults Only - All Inclusive
Crt. Las Morlas Km 15 Autopista Varader, Varadero, Varadero

Reviews

8.2

Very Good

Rating 10 - Excellent. 174 out of 371 reviews" "
Rating 8 - Good. 109 out of 371 reviews" "
Rating 6 - Okay. 50 out of 371 reviews" "
Rating 4 - Poor. 19 out of 371 reviews" "
Rating 2 - Terrible. 19 out of 371 reviews" "

8.6/10

Cleanliness

8.4/10

Staff & service

7.8/10

Amenities

8.2/10

Property conditions & facilities

Reviews

4/10 Poor

Verified traveler

Disliked: Property conditions & facilities
not as we expected
Clearly not a 5* in EU Or in USA but in Cuba yes. Noisy room, they dont offer other room.. lots of food nice on the pictures but the quality not the best. Beach is nice.
Stayed 7 nights in Mar 2020
Response from General Manager on Apr 9, 2020
Dear Guest, We are glad to hear you like our beautiful beach, one of the most wonderful ones in the world. However, we are sorry to hear you did not reached your expectations and we would like to apologize for any inconveniences you might encountered. We will also investigate what happened to avoid this from happening again in the future.   We hope you give us a second opportunity to prove ourselves in the future.  Kind regards,  General Manager

6/10 Okay

Staisha, vancouver canada

Traveled with group, Business traveler
Liked: Staff & service
I found the food to be pleasantly better than I was expecting. I love to eat so this was a huge surprise in the best way. We did the buffet for breakfast and lunch, also tried the Mexican, Caribbean and Italian restaurants for dinner. I highly recommend avoiding the Italian restaurant. You can get better tasting pasta at the buffet which is more fresh/made to order :) Out of 6 of us, 5 loved what they got at the Caribbean restaurant. I also found it to be the best ambience and layout! The server that we had that night was very awesome as well. The Mexican was decent, I was a little disappointed with no guacamole as it is a Mexican place but otherwise it was enjoyable. We didn't get a chance to try the others. Things need to be better set up for reservations or have more pagers available as it can be misleading how to get yourself into the restaurants. The ice cream is very good but could be better to stay open later... only 12-5. I found the mojitos to be a big disappointment compared to other places I have been in Cuba.. Mojitos are their staple! They should be amazing every time! They used fake lime juice which made everything taste a lot sweeter and more artificial. The beach was amazing. So beautiful and clean. The beds in the rooms were terrible.... So hard and springy. I got really bad sleeps at night and woke up very sore and stiff. Sadly this took away from me feeling rested after leaving this place. I probably wouldn't go back, although I really enjoyed some things.
Stayed 3 nights in Mar 2020
Response from Community Manager on Mar 20, 2020
Dear client, Thank you for choosing us to spend your vacation and thank you so much for your review. We regret not having reached all your expectations. We will consider your score to improve. Best Regards

10/10 Excellent

Donna

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 8 nights in Feb 2020
Response from Community Manager on Mar 16, 2020
Dear Customer, We are pleased to know that you enjoyed your stay with us. We look forward to receiving you again. Best Regards.

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food was not that good limited selection & what was there wasn't that great.
Stayed 5 nights in Mar 2020
Response from Community Manager on Mar 9, 2020
Dear client, Thank you for choosing us to spend your vacation. We regret not having reached your expectations. We will consider your score to improve. Best Regards

8/10 Good

Kellie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Feb 2020
Response from Community Manger on Mar 3, 2020
Dear Customer, We are pleased to know that you enjoyed your stay with us. We look forward to receiving you again. Best Regards.

8/10 Good

Verified traveler

Stayed 1 night in Feb 2020
Response from Community Manager on Feb 22, 2020
Dear Customer, We are pleased to know that you enjoyed your stay with us. We look forward to receiving you again. Best Regards.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service
Nice beach and pool. Food and food choices mediocre
Stayed 4 nights in Jan 2020
Response from Community Manager on Feb 10, 2020
Thank you for sharing your recent experience. Please accept our sincere apologies if by any reason the food did not meet your expectations.

2/10 Terrible

Verified traveler

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2020
Response from Community Manager on Feb 3, 2020
We regret not having reached your expectations. We will consider your score to improve.

2/10 Terrible

Verified traveler

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
They have a nice beach, and a good setup to enjoy it with the beach cabanas. The large pool is nice, but not heated at all, so a bit chilly. None of the hot tubs seem to be functional, just there for their website photos I guess. The drinks were all good, but the food ranges from awful to edible. None of the food is good. You have to tip early and often to get OK service.
Stayed 4 nights in Jan 2020
Response from Community Manager on Feb 1, 2020
We regret not having reached your expectations. We will consider your score to improve.

10/10 Excellent

JT, Calgary

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved it all. Beaches are magnificent and close. Great staff. Perfectly clean and lovely
Stayed 3 nights in Jan 2020
Response from Community Manager on Jan 15, 2020
Thank you very much.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service
Stayed 4 nights in Jan 2020
Response from Community Manager on Jan 14, 2020
Thank you very much

2/10 Terrible

Verified traveler

Stayed 2 nights in Jan 2020
Response from Community Manager on Jan 11, 2020
Dear client, Thank you for choosing Royalton Hicacos to spend your vacation. We regret not having reached your expectations. Your score will help us to improve. Regards

2/10 Terrible

Verified traveler

Disliked: Staff & service, amenities, property conditions & facilities
Not Recommended at all , Staff are not very responsive , once you check in you are assigned a go to person (Butler) but the honestly no value added . for my booking i have requested the diamond club that gives you special accesses and areas however they have giving me the normal access and when i have followed up no action was taken .
Stayed 2 nights in Dec 2019
Response from Community Manager on Jan 11, 2020
Dear client, Thank you for choosing Royalton Hicacos to spend your vacation. We regret not having reached your expectations. We will consider your score to improve. Regards

8/10 Good

Long Yau

Liked: Staff & service
Stayed 2 nights in Jan 2020
Response from Community Manager on Jan 11, 2020
Thank you very much.

2/10 Terrible

pepino, Japan

Traveled with group
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
We requested for a taxi service to go to the airport however the taxi didn’t show up and we missed our flight back home. We had to rebook our flight and it costed $1600. It is hotel duty to make sure we can a taxi on time but they didn’t and they even don’t reply to our refund request to cover our rebooking flight fee. It is the worst service I’ve experienced
Stayed 1 night in Jan 2020
Response from Community Manager on Jan 10, 2020
Dear Partner, our Hotel directors and staff do acknowledge the communication received by your means and as soon as the relevant investigation is finished we will provide the formal response on their behalf.

8/10 Good

Nedeljko

Traveled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 4 nights in Jan 2020
Response from Community Manager on Jan 8, 2020
Thank you very much

4/10 Poor

Carl, San Francisco

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, amenities
The pool and beach are good. The most problematic thing is the food. The buffet restaurant is not good, the food is always the same for the two days I stayed. The other restaurants like El Caribe, the Italian restaurant and the Beach seafood restaurant, all need reservations for dinner. We arrived at the hotel at around 12 pm, and our room butler assistant asked us to make the reservation for our dinner asap. We went to the office and was told everything was booked out for the next 2 days. We were so upset that we cannot try the restaurants that are supposed to be included in the all-inclusive hotel. During dinner time, we tried to go to the restaurants to see if anyone cancelled the reservation. However, the restaurants are not fully occupied at all, and the reception doesn't allow us to have dinner there. We have to go to the buffet restaurant for several meals.
Stayed 2 nights in Dec 2019
Response from Community Manager on Jan 7, 2020
Thank you very much for your preference in Royalton Hicacos, we highly appreciate your visit. Please accept our sincere apologies if by any reason the food did not meet your expectations. Know that your comments are highly important to us in order to improve in every single aspect.

8/10 Good

Verified traveler

Liked: Cleanliness, property conditions & facilities, room comfort
Lovely Stay - would not recommend Butlers
Overall the stay was very positive - the property itself is lovely and the beach is gorgeous. We were part of their Diamond Club and had an issue from day 1 with our Butler - we were assigned someone who then promptly signed off and we didn't have anyone the following day to help us with our a la carte restaurant booking so ended up getting passed around from the Butler hotline to the Diamond Club to the Food and Beverage team which ultimately resulted in us not getting into the restaurant we preferred. The next night was their weekly Diamond Club dinner - despite being told multiple times in the 2 days prior that all details would be provided in an invite which would be delivered to our Room - we needed up with no details and had to call the Butler hotline at 6pm to find out what what happening - turns out the event started at 6.15pm! Once we gave up on trying to use the Diamond Club lounge and butlers the stay was lovely and very relaxing. All other staff were incredibly helpful and tried to go above and beyond to ensure an enjoyable stay.
Stayed 3 nights in Dec 2019
Response from CM on Dec 30, 2019
Thank you for choosing Royalton Hicacos for your stay. We are happy to know that you enjoyed your stay with us. At the same time we want to apologize for the drawbacks you must had faced concerning your reservations. With kind reagards

8/10 Good

Verified traveler

Stayed 4 nights in Dec 2019
Response from Community Manager on Dec 27, 2019
Thank you very much

10/10 Excellent

Mazen, Beirur

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Friendly people Clean rooms Many good restaurants
Stayed 4 nights in Nov 2019
Response from Community Manager on Dec 1, 2019
Thank you very much

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2019
Response from Community Manager on Nov 30, 2019
Thank you

2/10 Terrible

ClaireMacIntyre, Glasgow

Traveled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
We did not enjoy our stay at the royalton hicacos. The hotel is dated and certainly not up to any 4 star standard anywhere else in the world. It’s pretty much stuck in the 80’s. If you’re into free booze for your holidays and that’s about it it’s probably ok but the food is literally the worst food I’ve ever eaten on holiday/my life. The seafood restaurant was manageable but the Mexican was terrible. We ordered fajitas and got a small bowl of fried onions and cabbage with some chewy pork with a couple of small tortillas as a main. No spices or seasoning what so ever. There were salt and pepper shakers on all the tables but just for show. The buffet section was poor, if I’d been served this food anywhere else I wound have sent it back but the hotel isn’t within easy walk of anywhere so we had no choice. We spent the majority of our holiday hungry/unwell because of the poor food only eaten what we thought looked safe (I.e soggy flavourless pasta and salad - when it wasn’t tinned spinach). There were also animals (cats in the seafood restaurant) roaming around. I saw another review of bird poo being in someone’s salad - doesn’t surprise me. We ended up booking flights to leave early due to our experience - which was our honeymoon. To say we are disappointment is an understatement. This is not a luxury hotel by any standard. I asked for a complaint/feedback form when we left - looking forward to the response.
Stayed 5 nights in Nov 2019
Response from Community Manager on Nov 24, 2019
Sorry for our your experience with us we will check what happened.

6/10 Okay

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
We were not offered VIP amenities,which were 15 percent off spa services and one bottle of wine,regardless of the email saying that we would be offered before the trip.
Stayed 3 nights in Oct 2019
Response from Community Manager on Nov 5, 2019
Sorry we check what happened

2/10 Terrible

Verified traveler

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
1. Hotel is old and needs updating. 2. Fixtures are rusting. 3. Smell of sewer in the VIP area. 4. Butler service is useless. I had to deliver my own luggage and butler was less then enthusiastic to get restaurant reservations. 5. Lack of customer service. 6. Final bill was wrong. Had to clear it up twice in the lobby with two different people. Lack of communication between staff. 7. VIP lobby needs updating.
Stayed 3 nights in Oct 2019
Response from Community Manager on Nov 5, 2019
Sorry for that. Thank you very much for help us to be better

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The staff was amazing! The beach is very good. We got the diamond club and we were very satisfied we did it.
Stayed 3 nights in Oct 2019
Response from Community Manager on Nov 1, 2019
Thank you very much

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Oct 2019
Response from Community Manager on Nov 1, 2019
Thank you

2/10 Terrible

Honeymooners, Youngstown, Oh

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 8 nights in Oct 2019
Response from Community Manager on Oct 27, 2019
Sorry for all

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Sep 2019
Response from Community Manager on Oct 13, 2019
Thank you very much

4/10 Poor

Verified traveler

Traveled with group
Disliked: Amenities, property conditions & facilities
The beds were not doubles like it says in Expedia. And they were the super old springs matresses with sagging dents in the middle. They are twins also. Not as described at all. Only 1 towel per person for shower. No coffee machine available, yet cups in the room for use??? No ice available for the rooms...literally!!! And when we asked for some. They gave us a small plastic cup with some. Mini bar not stocked and fridge didnt work either way. Hair dryer did not work either. Also the air-conditioning units did not work. I lost a day and a half in a room that didn’t work at all. Never again at this hotel where we stay!!!
Stayed 5 nights in Oct 2019
Response from Community Manager on Oct 10, 2019
We are disappointed of know that on this opportunity we haven't exceeded your expectations and you did not like your experience. Receive our apology for all the drawbacks of your stay, it wasn't our intention make the experience uncomfortable and unpleasant.

8/10 Good

Verified traveler

Stayed 3 nights in Sep 2019
Response from Community Manager on Oct 10, 2019
Thank you very much

6/10 Okay

Verified traveler

Traveled with group
Liked: Cleanliness, amenities, property conditions & facilities
It was a good experience to spend time with our friends.
Stayed 3 nights in Sep 2019
Response from Community Manager on Oct 10, 2019
Thank you very much

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2019
Response from General Manager on Sep 23, 2019
Dear Guest, Thank you for your calification. We are very proud to hear that we succeeded your expectations . Have a nice day!

10/10 Excellent

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was amazing. We only spent one day and night but was perfect. Staff, food, and the room were great.
Stayed 1 night in Sep 2019
Response from General Manager on Sep 6, 2019
Dear guest, thank you very much for your rating. We look forward to another great experience. Regards General Manager

2/10 Terrible

Verified traveler

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Aug 2019
Response from Community Manager on Aug 19, 2019
We are very sad for your puntuation.

6/10 Okay

Martin

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Stayed 3 nights in Jul 2019
Response from Community Manager on Aug 1, 2019
Thank you for your puntuation

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service
Just average. Not a Luxury Resort. Cuba needs to revise what a 5 star Luxury Resort is.
Stayed 1 night in Jul 2019
Response from Community Manager on Aug 1, 2019
We are very sad with your opinion about us. Thank you very much for your feedback

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2019
Response from Community Manager on Jul 26, 2019
Thank you very much

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Relaxing break in Cuba
Great hotel that made a lot of effort to make its guests happy. There are things in Cuba which disappoint, for example the WiFi and fruit juices which are all watered down. This I guess is part of the experience! However on the plus side this is a great hotel, with excellent service and fabulous music with multiple live bands on site every night.Like the juice some of the food is a bit hit and miss, but the Mexican restaurant was very good (our favourite) and the Italian was our least favourite.
Stayed 10 nights in Jun 2019
Response from Community Manager on Jul 17, 2019
Thank you very much for your words and we are very happy for to know that did you enjouyed with us,beautiful pictures.

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Beach was beautiful, pool was nice and big. Rooms were clean. Service was not very friendly nor did they service the beach area, we had to keep going to the bar as tgey did not come check in even though we paid extra for the bali beds. The food in general was not very good, there was a cockroach crawling around the lobster station at the buffet. It was difficult to make reservations for the restaurants even though it was the first thing we did once they assigned our rooms. They claimed they were all booked but when we were there, there was always lots of empty tables. Lastly, the entertainment was not very good either, not compared to many other all inclusive resorts we have stayed at.
Stayed 4 nights in Jul 2019
Response from Community Manager on Jul 15, 2019
We are very sad with your words, thank you very much for your feedback

8/10 Good

Verified traveler

Traveled with family
Liked: Staff & service, amenities, property conditions & facilities
The beach is beautiful and most workers are friendly.
Stayed 9 nights in Jun 2019
Response from Community Manager on Jul 3, 2019
Thank you very much

6/10 Okay

Verified traveler

Traveled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
They have very very friendly staff... but the hotel is getting very old and I think my mattress is the original mattress from the 50s..... I'm not joking.......
Stayed 1 night in Jun 2019
Response from Community Manager on Jun 27, 2019
We are very sad for your experience with us. Thank you very much for your feedback

8/10 Good

Verified traveler

Liked: Staff & service, property conditions & facilities
All I can say is that the people are great very nice the food is excellent. The only thing I did not like is that they are very nice when you come in and they change your bed after you were there and the rooms the bathrooms electricity wise is OK
Stayed 4 nights in Jun 2019
Response from Community Manager on Jun 24, 2019
Thank you very much for your feedback

8/10 Good

Verified traveler

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service
Staff was excellent, property needs maintenance. Two out of four couples had to move rooms due to water leaking
Stayed 5 nights in Jun 2019
Response from Community Manager on Jun 21, 2019
Thank you so much for your feedback

10/10 Excellent

Verified traveler

Stayed 3 nights in Jun 2019
Response from Community Manager on Jun 20, 2019
Thank you very much

2/10 Terrible

Ribadeau Dumas

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Extremely disappointed 1/10
Extremely disappointed We arrived around 1pm and were neglected over the check-ing in and forgot about us. We were added to another couple for the tour. They said we had to wait until 4pm before accessing our room. Then the room was ready and we were walked with another couple and all luggages they set up the other couple first and nade us wait outside under the sun for an extra 30mins. We decided to grab our luggage ourselves and walk towards our room unescorted. We finally got the room but it wasnt ready, there was no "blue towels" allowing you to go to use the facility ( the beach and the swimming pool) we called the lobby to signal it and waited an extra 2hours until we finally stop a cleaning lady that sorted it out for us. Our room was dirty, bath and bed were stained. Restaurants are only accessible with a reservation, if you dont have a reservation you must go to the buffet to eat there is no other options. We went to the reservation desk and the lady said everything was fully booked for the next 5 days but our stay was only 2 nights we tried to push but nothing we had to eat at the buffet every single day. Upon check out we gave all our feedback and the hotel manager Jose Martin came and gave us his business card to report our awful stay. Was a very bad experience for us and we don't recommend this hotel.
Stayed 2 nights in May 2019
Response from Community Manager on Jun 12, 2019
We are very sad for all the problems that you had with us. We will check with the departments for to know what happened.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jun 2019
Response from Community Manager on Jun 10, 2019
Thank you very much

6/10 Okay

Verified traveler

Stayed 5 nights in May 2019
Response from Community Manager on Jun 7, 2019
We are very sad for your puntuation. Thank you very much

10/10 Excellent

Verified traveler

Stayed 2 nights in May 2019
Response from Community Manager on Jun 14, 2019
Thank you very much

10/10 Excellent

Verified traveler

Stayed 2 nights in May 2019
Response from Community Manager on Jun 14, 2019
Thank you very much

10/10 Excellent

Verified traveler

Stayed 3 nights in May 2019
Response from Community Manager on Jun 14, 2019
Thank you very much