Hotel Vigia

The manager and chef were great, but the food wasn't very tasty, the bathroom leaked the whole time we stayed, and the Wi-Fi didn't work. The room doorknobs were all different. Servers seemed to expect tips before serving you.

This was our HONEYMOON, and we came away questioning Sunwing's judgment in partnering with Hotel Vigia. We lost several pounds from dehydration and hunger because there wasn't enough water or edible, safe food. Three English-speaking couples we talked to all got sick at different resort restaurants, including me. After a full day of vomiting from the onsite “Gourmet Restaurant,” I asked Customer Service and the Main Lobby attendants for water. They told me directly there was “No water” and I'd have to “wait until tomorrow.” Residents were given one 500 mL bottle per person. We built up a list of nearly seven pages of problems at this supposed 4-star hotel promoted by Sunwing. We translated the list into Spanish for Customer Service, whose employees frequently didn't speak or understand English. They were rude, dismissive, and often mixed up our complaints with those of another couple. Sunwing advertises Hotel Vigia as a 4-star hotel on its own site, which we believe is false advertising and find deeply frustrating. The property had broken planks, cockroaches, and sewage visible and smellable in holes along the main path. Goats, roosters, hens, and even rodents were on site, with rodents tied in the middle of the resort's grill. The bathroom was awful too. The toilet tank wouldn't refill unless shaken vigorously, it wouldn't flush properly, and the shower ran out of both hot and cold water. Power went off and on across the resort for a full day, and a day or two later all the water went out. Our room had a flooded entrance that the maid stepped over without cleaning, even while bringing our water ration. A ceiling light dripped constantly, didn't turn on, and soaked the countertop, and we couldn't figure out where the water came from. The “King” bed was actually two mattresses side by side, slightly ripping underneath and falling through the frame because there were no slats. The phone to reach the Main Office and Customer Service wasn't plugged in, and there was no adapter anywhere. The safe wouldn't close or lock. The A/C dripped onto the bed, beside a literal hole in the wall that opened to the outside. There were broken glass shards left on the path right outside our room, as well as broken bottles on the beach, plus a big ass cockroach and bedside lamps full of spider webs that room service never cleaned. After all that, we don't trust Sunwing Airlines' competence. If they had taken a look around this hotel or had to use its bathroom, they'd have seen what guests were dealing with. Don't trust Sunwing and don't come here.

The beach was fantastic, and we easily found a shaded spot near the water with plenty of chairs. Our room was clean, though the special room request hadn't been honored, which was a small disappointment. The first few hours after we arrived, the bathroom in the main area had no running water, but the problem was fixed. The property was fairly clean, and staff seemed to work hard on the common areas. I saw people working early in the morning and still at it late in the evening. At meals, expect flies, mosquitos, and birds around the buffet, indoors or outside. It was very hot in the buffet room, perhaps because the A/C wasn't being used during renovations. Our reserved dinner room was air conditioned, but one male employee was serving everyone and service was painfully slow. On the second night, we left before getting our entree because of the wait. All in all, we had a pleasant trip. Cuba is different from Canada, so come with an open mind and enjoy your vacation. :)

This little resort feels cozy, like a home away from home, and it's easy to get around and find everything. The beach is absolutely gorgeous, and the staff are so kind and accommodating. The entertainment crew were fantastic, as were the head chef and bar staff. Big thanks to Pino, who went above and beyond for our group. We'll see all your lovely faces again in six weeks!