Will not return
Iberostar Coral Ensenachos at Iberostar Selection Ensenachos
February 2023
Don't do what I did. I read and relied on the recent reviews with
excellent, very good and average ratings. I also read the ones with terrible, poor and average ratings, but somewhat ignored them, thinking that they were exaggerating but should have relied on those instead.
By day 3 of our 14 days stay, I apologized to the couple we recommend this resort and invited to join us there. By day 7, we said, 1 week down and 1 more to go. Time didn't fly fast enough. As the days went by with the second week, we couldn't wait to get back home. The last day, we didn't sleep because we were too excited to get back home.
We tried to make the best out of this experience and stay positive.
IN A NUTSHELL:
I leave with mixed feelings. We have seen and been to this resort when it was in its full glory but for many reasons (embargo, inflation, COVID-19 and etc.) it isn't anymore.
The Iberostar Selection Ensenachos is a 4 star and the Coral Level (CL) section is a 5 star but may vary depending on the information and publications of various sources.
Because of what all of the 4 of us have experienced and of the present situation in Cuba, we will not be returning to this resort or any resorts in Cuba, until all gets stable and all issues get rectified, and with this, being very well aware that it may never change.
The status of the premises (buildings only, the landscape is breathtaking) and the availability of products to assure and reflect the operation of a 4 and 5 star(CL) resort is poor to none existent or not available. What is sad is some guests are trying to make it acceptable or justify or making it look insignificant by saying 'you know, Cuba is Cuba' or the 'what do you expect, it's Cuba'. This is unacceptable and actually it is denying the reality of the situation by sweeping the problems under the rug. We expected way better for what is advertised as a 4 and 5 star (CL) and by relying on the majority of published reviews and info, especially for the amount of money we have paid for our trip and comparing this stay with our previous stays at this resort. This was not a cheap trip. For the amount of money, we could have had way much better and we would have experienced all the perks of a true 4 & 5-star resort.
(In this review, I refer to the 4 or 5 star ratings, but it varies depending on the sources/media platforms)- MORE DETAILS FOLLOW...
DETAILS ON VARIOUS SUBJECTS AND ISSUES:
Overall, as previously mentioned, this is a resort with obvious major problems and issues that a lot of guests avoid discussing or acknowledging, so like many reviews that I have read, I don't understand why some are given an overall excellent, very good or even average, some thumbs up and 'the best ever of ‘X,Y and Z'....because it is not. The only exception: the 2 beaches and the manicured landscape that is very well maintained and breathtaking.
As REPEAT GUESTS at the Coral Level, we, my spouse and I, stayed at the Coral Level (CL) Iberostar Selection Cayo Ensenachos from Jan 31 to Feb 14, 2023. The info is based for this period only.
We have been to Cuba, at least 40 times, if not, then very close . We visited and explored many cities, did multiple tours, experienced the culture, saw the many faces of the country and we stayed in many resorts from 2 stars to 5 stars.
We also suggested friends to join us at the CL because of previous experiences and how wonderful the resort is, the people and the food were. What a huge huge huge mistake it was this time around.
This review was written by me, but my spouse and both of our friends gave their input and suggestions, and all have approved the content of this review.
We paid more to be at the Coral Level. For 14 days we were expecting the same quality, the same experience and to do the same as our previous stays which was to be doing all our activities in that part of the resort only. But, circumstances (described latter) made it that we slept at the CL villa and stayed on Ensenachos beach CL section, but 98% of our meals were taken at the Buffet (Ventanas) near the lobby of the main resort which is separate from the CL.
There is a 2.8 km road between CL section (5 star) and the main resort that has Park and Spa sections. There is a van and a golf cart with non-stop rides to go back and forth between both CL section and main resort. If you have mobility issues, I want to let you know that at the CL section there is a lot of walking between the CL lobby and the villas. Overall, the complete resort is huge: 3 sections – the Spa, the Park and the Coral Level
The CL section (rating of 5 star ) has 23 buildings (46 villas that are approx 1200 sq/ft). Advertised for adults (14 ), 8 restaurants (à la carte – Cuban, Mediterranean, Italian, Asian) and 8 bars that you can access at the main resort.
We visited this specific island, way before the original resort Occidental Royal Hideaway was built in 2005, when it was a virgin island. We previously stayed at the Occidental Royal Hideaway and we also stayed at the Iberostar Park suites 3-4 times and twice at the Coral level, previously called Grand Village.
Some guests at the resort were aware of the situation because it was written in one of the travel agencies site but didn't think it was that bad. So, once back home, I read the info with our travel agency and compared it with the info of the other provider. With the other provider, on their website, at least they have put warnings under the title: '! - IMPORTANT INFORMATION' which informs you about the present situation/condition in Cuba. I wish I had known that before booking it in 2022. Check and compare the info with more than one provider. After reading a lot of reviews, I expected the resort to be like before because of all the recent reviews that I read and the majority were from being excellent and very good...well, it was not, way far from it. Our travel agency did not put any information or warnings. The only alert ‘Hours of operation and availability of all restaurants and bars are subject to change based on the hotel's occupancy throughout the season.'
VALUE:
Advertised as –4.9/5 Superior....from all the 4 of us, our opinion is that it is not at all a superior value. Having known the situation/conditions, I/we would have booked and gone to another country/island.
14 at the CL?: Guests talk between each other and quite a few were not happy with this situation - The CL section is supposed to be 14 but for a few days there were these guests that brought their son who was way younger than 14 years old. So, this means that a precedent has been created and if it is requested, other guests can bring their children or grandchildren way below 14 y.o. and their request not be refused...that is the way I see, and others saw it the same way too.
LOCATION:
Cayo Santa Maria Caibarién Villa Clara Cuba. 90 minutes bus ride from the Abel Santamaría Airport (SNU).
BEACHES ( not 1 but 2 of them) – AMAZING ...TREASURES OF NATURE:
as advertised 4.9/ 5 Amazing...I agree, we all agree., 1 island and 2 amazing beaches that are hard to beat...Megano being with the calmest between the two with shallow crystal clear water for you to walk a long distance in the water. If you prefer the tranquility and peace then it is the beach of Ensenachos, also with crystal clear and shallow water. Both have white fine sand. Megano's sand is more compact than Ensenachos but walking on both beaches is easy and very pleasant. Good for snorkeling and scuba diving – don't miss that chance.
POOL:
as advertised 4.6 / 5 Amazing...didn't use the pools, we are there for the beaches. But, we saw that at Coral Level it was not crowded. At Park section, Marino snack bar closed and there are no bathroom facilities functioning, so it makes the pool and water park a bit difficult to use – there was no one when we passed by a few times. On the Spa section which is supposed to be only 18 , there were a lot of babies, young children/families, 18 and seniors at the pools. The Mégano snack bar, on Spa section, was operational, and the food was really good – we went for salad and fruits, our friends said that the tuna salad sandwich was really good, and they craved it – that was worth it.
ENTERTAINMENT:
as advertised 3.2/5 ...we enjoyed the sax player, the magician and etc., when we went to the main lobby for cappuccino and we enjoyed the activities with Hector at the Coral level and in the main lobby (not CL) but we didn't go for anything else or the shows in the auditorium, so I can't comment on this.
VILLAS/ ROOMS
Coral Level villa: as advertised - 4.3/5 Excellent...a lot tired, lots of love needed if I compare from our previous stays, but all was clean and all was functional except the WIFI/Internet. We were supposed to have robes and slippers, but they were not provided, and we do not use them anyways. There was no facial tissue and no facecloth, so bring your own. But you have 2 bath towels, 2 beach towels and 2 hand towels and if you want/need to change them, it is not an issue. What we needed, we had to be comfortable in the room (except the mattress) If you ask, you can get a coffee machine and the coffee will be provided. Our friends' villa had a single bedside light and a floor lamp in the living room. Our room had two bedside lamps, a table lamp on the writing desk and a table lamp and floor lamp in the living room. After /- a week and many complaints, our friends had to change villas because of a bug infestation (like tiny black flies) that continued even after many fumigation attempts. Speaking of bugs, we saw one huge cockroach in our bathroom...most probably there were more so when came time to pack our luggage, we inspected carefully to not bring any ‘friends' back home.
Structures are falling apart: e.g. - when we closed the front door of our villa, the wood panel beside the door frame moves. I thought about safety because I could move that side door wood panel with my bare hands. We walked around the main resort in the Spa and Park sections and there are a lot of buildings that there are no trespassing with a sign or a ribbon blocking the pathway...most probably building are not functional or condemned – I am assuming here.
-Sleep quality – unfortunately, we both find the mattress too soft and lumpy which caused us both back aches during all of our stay.
-Cleanliness/housekeeping – we had no issues.
-Service - anything that was missing or needed, we asked and we got immediately or within 24 hours.
-How was breakfast? - we do not eat breakfast, we eat only lunch and dinner.
-on previous stay at the CL, on arrival in the room, we used to have a bottle of 'champagne' which is white sparkling wine as well as other beverages in the fridge. We were told they do not provide the bottle of
sparkling white wine and beverages in the fridge anymore, except 2 bottles of filtered water that is replenished daily. But we had the heart shape made of flowers leading towards the hot tub. We requested the bottle of 'champagne' to have with the arrangement of the hot tub but we were informed that too they do not provide/do this anymore. Our friend also requested the bottle but were told the same thing – they no longer do that. But, another couple that was there at the same time, that we met at the CL put a review on a popular media platform on Feb 20th, 2023 at 10h27 pm, stating what butlers do and that the butler brings the bottle of 'champagne' to the room. There is a picture of the hot tub with the same flower petals arrangement and you see the bottle in the champagne stand, on the round patio table you see 2 champagne flutes with ‘champagne' poured. As references, if ever requested, I took screenshots of what was written in that review along with the pictures that were posted. So, it looks like some guests at the CL get privileges and others don't. Shouldn't every guest be treated equally?
CLEANLINESS OF BATHROOMS IN THE BUILDING OF THE MAIN LOBBY (NOT CL SECTION) - THAT IS AN URGENT ISSUE TO BE RECTIFIED:
On the Sunday before our departure, my husband went to the bathroom that is in front of the travel agency reps. There was a lack of toilet paper and one of the stalls was 'decorated' with explosive diarrhea all over the toilet seat, the cover and wall. My husband went back 12 hours later, but the bathroom was still not cleaned and with the heat, the smell was not pretty. The next day, I went to the woman's washroom past the jewelry store, only 1 stall had toilet paper and 1 stall was also 'decorated' with explosive diarrhea. Decorations with flowers are nice, but cleanliness and providing soap and toilet paper are essential and should be done as needed.
Since there is a shortage of toilet paper, bring one with you if you are going to be elsewhere other than your room.
Speaking of this issue...each person that we talked to had border line diarrhea and some did...so we stopped drinking water, milk in coffee and milk products...we drank only sparkling water, and we got better.
DINING:
as advertised 4.3 - Excellent...THIS IS A FAIL FOR US we do not agree with the rating.
During our stay there was a food and potable water shortage … the situation is very unstable and unpredictable.
The reason I wanted to eat at the Coral Level was to have sit down meals vs the self-serve buffet that you have at the main lobby (described later). My husband and our friends eat everything but because of my eating lifestyle (mainly vegan but will be lacto-ovo vegetarian if I need to), the menu at CL didn't accommodate me, even though I had sent an email to the resort prior to our stay and I have mentioned it to one of the butlers upon our arrival. The response was for me to eat at the buffet if I wanted vegetarian/vegan options. That it was at the CL or at the buffet or at the à la carte restaurants, there was extremely limited to no accommodations for vegan, vegetarian or plant based dietary lifestyles. What is described in the menu and what is, you can't rely – e.g.: at the Italian restaurant, they had a vegetable moussaka and I had asked the waiter who had assured me it was only vegetables , sin carne (without meat)...when I got it, it was a slice of eggplant on top of a pile of ground beef....so my husband ate it. At the Asian, I had rice and vegetables, but no proteins. At the CL dining room, I would have taken vegetable cannelloni, they were never available. No matter the potential vegetarian option on the menu, they didn't have it. It was a big miss in all my trials. It is a good thing that I brought sachets of oatmeal and all kinds of nuts as backup.
After my husband and our friends ate at the à la carte or at the CL dining room, most of the time, they ended up eating at the snack bar on the Spa suite or at the Ventanas (at the main section) because either the food they ordered was not good to not at all edible. Also some guest mentioned that they had lobster every day but neither my husband or our friends had it once.
Near the end of our stay, guests were told that all the à la carte restaurant reservations were not available no explanations/ reasons were given.
THE BUFFET (Ventanas) which is near the main lobby (NOT PART OF CORAL LEVEL SECTION):
This is why I wanted to be at the CL with sit down meals vs eating at the buffet because this was exactly what I wanted to avoid at all costs: every single day, I saw this common, on a regular basis behavior and actions of food touching with hands by guests and resort staff (other than kitchen staff) at the buffet. This is what I have witnessed and other guests too (we do talk between guests) even if there are food tongs, people (adults and children) would pick up bread with their hands, put it ON (not near) their nose and sniff it and put it back in the baskets. I have witnessed also adults and children sticking their fingers in creamy desserts, sauces and dressings and then licking their fingers and go sample the next condiments/foods and taste them...this is like spitting in the food – this is NOT acceptable and disgusting. No wonder people get sick. My appetite was often lost or spoiled by this. Many actions can be put in place to prevent this, one of them is identifying what the condiments/foods are to prevent this, put sign of a hand with a bar across to warn no touching or a sign that mentions ‘no sampling' and etc.
What was not available of at the Coral Level (wine, milk, fruits, beer and etc. – the list is long) we got at the main section of the resort, yet we paid more to be at the Coral Level.
At the buffet, there were black beans, white beans, chickpeas and lentils (all good veg. Proteins) for veg dietary needs but way over salted and most of the time mixed or cooked with fish, sausages or other meats and so were nice vegetable salads mixed with fish or meats. A solution: put the meats/fish on the side instead of putting it /mixed it in with vegetarian/vegan proteins...by doing these changes it would accommodate a lot of people. I saw a woman beside me eating from a bag with vegan protein that she brought from home (Montreal, P.Q., Canada) and teens trying to taking off the sausages from the chickpeas and other dishes because they were vegetarian too, so I am not alone... there is obviously a demand for it and that demand is increasing all over the world. I brought oatmeal and a variety of nuts as a backup in my luggage.
For the 14 days, I ended up eating mainly cheese that I am not supposed to eat because of medical reasons, and I am not allowed to eat more than 2 eggs a week...I was lucky if/when I had rice or beans not cooks with meat...I didn't lack food but eating cheese and egg whites for 14 days and wondering if there would be something to eat at the buffet was a challenge for me. Also, I was trying to avoid eating raw/uncooked foods (vegetables) to not get diarrhea that was rampant at the CL and the main section of the resort (remember the toilet situation mentioned above)
Overall, this time around, no matter the venue, eating was a challenge for me when before it was not and never has been.
CHAMPAGNE!?!
By the way, I read some reviews that mentioned they had champagne all they wanted...it is not champagne but sparkling white wine. ...there is a big difference! The sparkling white wine was good, the CL sparkling white wine was superior than at the Ventanas buffet.
INTERNET:
was available only at the main resort or at the lobby of the CL. We were unable to get it in our villa at the CL section.
TIPS and GIFTS:
On the bus going to the resort and on the bus going back to the airport, the tour guide talks to us about many informative issues and also how workers rely on tips and gifts. What they need the most is MEDICATIONS , any medications – Tylenol, cough syrup etc. Even if the bottles are opened it is needed urgently. Again, anything that you give, they will be appreciated.
HEALTH TIPS/SUGGESTIONS ONLY:
Don't forget Pepto Bismol and Imodium, electrolyte powder and etc. Just in case you need it while on a trip abroad and if you can fill out a prescription of Ciprofloxacin go for it, that is, if your doctor approves of course. This is an antibiotic used to treat a number of bacterial infections that includes bone and joint infections, intra-abdominal infections, certain types of infectious diarrhea, respiratory tract infections, skin infections, typhoid fever, and urinary tract infections, among others. I also bring medications for every orifice and system of the body...I even have splints and tape in case of fractures. I can say that my complete medical kit came handy quit a few times to a lot of people.
SNAKES:
All the times I have traveled elsewhere or to Cuba, this has never ever happened before at the Iberostar Cayo Ensenachos that it is at the main resort or at the CL. Daily, at the CL, I saw 1 to 3 snakes. They are not poisonous and are about 3 feet / 1 meter long. The reason I mention this is to let people know about this to be aware. It is no ones fault, it is nature. There were also some on the 2.8 km road between the CL and main lobby. There were also some around the bushes of the pool too at the CL section.
IN CONCLUSION
The highlight of this trip and what I am taking with me is all the laughter, the people we met, the sun, the sea, the beaches, the marine life, the different birds, seeing our friends after 4 years because of COVID-19 and celebrating exactly 20 years of friendship. We met 20 years ago in 2003, when Ensenachos was a virgin island at the spot where the Nautical point is today. In other words, I am keeping all the memories that the island has provided us with over the years. This was our last time at Cayo Ensenachos.
