Sanctuary At Grand Memories Varadero - Adults Only

Just had a really enjoyable week here, our second stay. The service was superb, and staff were always smiling and helpful. Being in Varadero, the beach is obviously superb too. The big change since our first visit four years ago was the food: back then it was bland, but this time there were more choices and the meals were tasty and plentiful. We had no power cuts during our January 2026 stay. A bulb or two might be missing from a lamp, and an outlet might not work, but nothing critical for us.

We've been to this great Varadero resort three times, and it's never let us down. The Sanctuary restaurant had very good food, and having an air-conditioned bar is a real bonus when it's hot outside. David Mirabal, our butler, gave exceptional service. He was always ready to help and went the extra mile to make sure we had a great time at Sanctuary. The kitchen and restaurant staff were great too, especially Lily (David's mother) and Iliani.

The people made the stay comfortable and fun, and we'd definitely return for the atmosphere, company, and beach. Our butler Alfredo gave excellent service, and the waitresses were sweet and quick. Ranier (gold tooth) was always energetic and brought great vibes. Elisabeth and Susana were lovely too. The lifeguards were on the ball and always greeted us with a “hola” or even “good evening” as they tried out other languages. I didn't catch their names. They were very friendly, and I helped them as much as I could with clothes. I brought medication, for example Tylenol, since they don't have it in this country.

The guest elevators barely worked and were out of service about 90% of the time, adding to the hassle. For a MULTI-MILLION DOLLAR resort built in 2022, the place looked poorly maintained. The beach was full of weeds and there was almost Zero entertainment. It needs constant staff training, especially around food handling, efficient service, and basic hospitality. This doesn't meet international 4-star standards, two stars at best. We won't return or recommend it. See photos for reference. My husband and I chose Sanctuary at Grand Memories Holguín to celebrate his birthday and my permanent residency. It turned into our worst vacation so far. Our ocean-view room faced a dumpster, leaving the balcony unusable. We reported it, but they only removed the dumpster halfway through the stay, without apology, compensation, or even acknowledging the inconvenience, as though it were our fault. The room itself was poorly cleaned, with dusty, greasy furniture, wrinkled bedding, a missing duvet cover, and too few towels, with no hand or face towels. There was no dental kit or other basic amenities we'd expect at a 4-star hotel. At one point the room door wouldn't lock. My husband reported it and immediately asked to move, but the front desk first said no. I had to insist it was a serious safety issue, mention my hospitality industry experience, and point out that we'd paid extra for a better room. They tried to brush me off and said I could come back in two hours. I refused, and only then did they accept it was urgent. They eventually fixed the lock, but the whole episode was stressful and a major hassle. Front desk staff just stood around. Le Creole and the Japanese restaurant were especially bad. The food was consistently lukewarm, oily, and poorly prepared, and it caused diarrhea, which raised serious sanitation concerns. The Japanese “sushi” was mostly plain white rice with almost no filling. Reservations were hard to get for food that wasn't even decent, and the restaurant smelled bad. The buffet had long lines, very slow service, and inattentive staff. Food was cold or lukewarm again, another sign of poor quality control and food handling. The Mojito Bar doesn't serve mojitos, and the snack bar rarely has snacks, though drinks are consistently available. Cappuccinos seem to be the one thing they do well and always have. It feels more like a Cappuccino Resort than “Grand Memories.” Customer service was poor generally. Staff often chatted while guests waited, and it was hard to get USD bills changed for tips unless they were “flawless.” First-time travelers aren't warned about this. It's shocking that this is one of Cuba's most recommended resorts. People giving it four or five stars clearly haven't experienced real customer service. The nice photos don't reflect real life, and honestly it feels like ghost ratings. No offense, but I know the industry, having worked in hospitality internationally for 15 years. I also come from a third-world country, and hotels there don't come close to this level of poor service, especially given what foreign nationals pay.