TripAdvisor Traveler Rating

This was a fantastic resort, with many fine touches that made it worthy of the 5-star rating. The service was particularly excellent, and all of the staff were kind and helpful at every step. Especially helpful was our butler, Daniel. He and his partner Elaine were always able to take the time to answer all of our questions during our stay, and even helped us plan our own trips outside the resort.

The overall experience at Royalton was very tood. Our Sunwing rep Brenda was super helpful and professional. She’s patient and speaks softly. She helped us reserve two excursions and took time to explain the details. Thank you Brenda! The resort offers beautiful beaches, lots of pool areas. Food is mediocre just like what everyone else had said. Do not expect good food when visiting Cuba. My everyday go-to at the buffet was omelettes, fried fish, tacos. Do not ask for coffee at the resort, because you would be disappointed. There’s a la cart restaurants but it’s first come first serve unless you pay $35 USD per person per night for advance reservation privilege. Our room is nicely maintained. However I must mention that their pillows smell sweaty and terrible. We’ve mentioned it to the housekeeping manager a couple times but no one did anything, so I assume there’s just no nice smelling pillows at the resort as we have an upgraded superior suite, or we were simply ignored. Staff are generally nice! There’s a few that give off racist vibes against asians. Staff seemed A LOT more friendly towards Spanish speaking guests and that’s a fact. There’s one front desk lady that speaks rudely which is not expected of a five star hotel. Bring lots of $1 usd bills for tipping the staff, as I know they genuinely appreciate the extra income. Bus costs $5 USD and it allows you to travel in Varadero the whole day with the ticket. My husband and I chose to rent an en electric scooter for a few days which makes sense if one wants to conveniently explore the local stores or bars. Staff was not willing to tell us where the rental dealer was which is strange, but I guess they have business partnerships with the bus lines and taxi company etc. We will return to Royalton again if the prices are right, and hopefully no more smelly pillows.

In order not to start immediately with the negative, I will first list the positive things, namely, a nice hotel, with well-maintained neat gardens, large rooms and a beautiful beach. And that's where the story ends. As for the negative aspects, the biggest problem should definitely be mentioned, which is the food. The only good thing is the breakfast, while the rest is a shame. The food is absolutely tasteless, bad looking, basic foods such as eggs and fruit were often missing. All cooked food is unseasoned, with the same taste.One wonders if they don't know how to cook or if they don't care, but in any case, changes are urgently needed. As far as the employees are concerned, there are only a few people who sincerely try and work, while the rest just walk around. For example, what exactly is the function of a butler? Every morning they greet you, ask what the rooms are like, but when you mention the problem that you have been waiting for 3 days for someone to pick up the dirty clothes and take them to be washed, then they get offended, they don't greet you anymore. For a hotel that we paid a considerable amount of money for, it is unacceptable that the guests are hungry in most cases. With that, as far as we are concerned, Cuba will never see us again. The sea is beautiful, but that can be found in another location where we won't have to wait half an hour for 1 pancake to be baked.

A lovely complex with a lot of positives. Our butlers Bryan and Reiner were absolutely amazing… they couldn’t do enough for us. We felt SO lucky to have both of them! We don't feel like it’s a 5 star as it’s a little shabby in places…it could just do with updating here and there…but most of the staff were excellent, the restaurants were good and the rum punches & pina coladas were great! The staff at pool bar were great. Our room was lovely and the maid was excellent. The beach and loungers are great too. The buffet restaurant was ok but could have done with a bit more choice on mains. Desserts were lovely.

My daughter and I keep returning to this resort which is located on the Varadero strip. We arrived late at night and was greeted by Jose Debeso, who escorted us and our luggage to our room where he had a surprise platter of ham, cheese, bread and fruit waiting for us. This was very welcome after 22 hours of travelling. Thank you Jose.. ROOM: We booked a superior upgraded room. It was on the 3rd level with a lovely view. It was clean, spacious, electronic controls, and good AC. Moraima and Milagros did a good job at servicing the room. Rooms are housed in multi coloured buildings, which along with the flowering trees, palms, shrubs and white picket fences make for a very pretty resort. BEACH: The long beach with soft white sand is perfect for bare foot walking. There are plenty of sun loungers with umbrellas or thatched roof huts for shade. Most days the waters were calm. Both areas of the beach DC and regular had beach attendants to help if needed. Drink services were on both areas. DC area served a beach lunch each day. The Beach Grill served breakfast, lunch and dinner each day . The Beach Grill also had a private table located in the peak of the building for special meals, along with a fantastic view. Reservations are needed for this View table. We were served a paella lunch at The View arranged by Thais and served by Raymoncito. FOOD AND DRINK: The buffet served an excellent breakfast, with eggs, omlettes, bacon, hash browns, bread, pastries, tropical fruits and juices, ham cheese etc. Lunch and dinner served, chicken, fish , pork, pizza, pasta, desserts etc. Hermes and Raul and teams deserve a special mention. Restaurants : Tex Mex, Italian, The Pearl, The Caribe, Beach Grill all had their own menu with different foods. Lobster and steak were on some menus .Lobster and shrimp was available in the buffet on certain nights, when in season. DC could make reservations. Others could check in at the doors. Special dinners were arranged for birthdays, anniversaries etc. on request. Lobby bar was open 24 hours, for drinks, coffee expressos, cappuccinos etc. Jazz Bar was open nightly with live piano or sax music. I was given a special birthday dinner in the Caribe special room for my 76 birthday. Arranged by Thais, Nelly, and Eileen. Eileen also decorated the room. Thanks Eileen. Rey served in a very professional manner. Special friend Anelys helped us celebrate. Julio and his family prepared a special dinner for us at the Italian. This was a extra special surprise. Thanks. ACTIVITIES: On the beach were soccer, aerobics, scuba diving, snorkeling, and non motorized water equipment .Pool : there were activities in the afternoon, a swim up bar ,and a foam party each week. Each night at 9:30 there was a special show on stage. All restaurants has guitar groups, violin or sax players and a band at the lobby bar each night. POOL: The main pool is large with lots of loungers and many bali beds for shade. Waterfalls around the main pool are beautiful. There is a swim up bar pool and two smaller pools in two different area of the resort. There is drink service around the pool. You can change your pool towel at the towel hut each day. SHOPPING: On site there is a gift and souvenir shop, rum and cigar shop, as well as locally made clothing, cover ups, bags etc. Taxis and hop on bus are out front if needed to go into town. BISTRO: The bistro is open 24 hours for snacks. Good for late arrivals. Ice cream parlour has a variety of ice cream in the afternoons. Ice cream is also available in the buffet. BUTLERS: Every room is assigned a butler. They are your go to for reservations or assistance. DC has a special office where you can find a butler at anytime. Nelly and Eileen were great. All of the butlers were friendly and will help if needed. THE STAFF: I think Royalton Hicacos has the best staff of all the resorts in the Caribbean . Everyone is very friendly and very professional. From the bell boy/greeters at the front, office staff, reception staff, wait staff, pool and beach attendants, security guards, and gardeners. There are too many to list by name, but all are a credit to Royalton and help to make this resort a success.