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Pool at the Allegro Palma Real hotel
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Map and location

Calle 1era 64   Matanzas Varadero ,   Cuba  


Points of Interest

3 mi Juan Gualberto Gómez International Airport in Varadero

2.5 mi Varadero golf course

0 km Varadero

Guest reviews.

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Allegro Palma Real

3.0/5 Round Indicators
| 3218 Reviews

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Quality of sleep

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Rooms

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Cleaning

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Service


Comments

Excellent

12% Complete

393

Very good

33% Complete

1089

Average

25% Complete

831

Poor

13% Complete

446

Very poor

14% Complete

459

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    Round Indicators
    Rrmond 09/12/2019 Couples

    “Out of this world bad”

    Hello the service ,food and rooms are very bad If you try to talk to main desk you get no satisfaction at all They run out of food almost every meal Save your money and go to a different place Worst time in Cuba. Terrible terrible terrible Flys everywhere main swim up bar closed with no information on when it will open Absolutely a dump

    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
     Hola! Although we sincerely regret reading that your stay at our allegro Palma Real fell short of your expectations, we are grateful for the time you spent to share this feedback of your overall holiday experience among us as we certainly believe that there is always room for improvement and your constructive feedback is very much appreciated. Guest Services

    Round Indicators
    amartin1289 09/06/2019

    “Horrible Hotel”

    The experience couldn't have been worse. The facilities are completely dirty and old fashioned, he lift didn't work, the fire doors were broken, the ceiling was also broken and had humidities, the rooms were untidy, dirty and smell bad (in the bathroom the towels were dirty and even there were hairs in the sink). Apart from that, the staff were really impolite and didn't matter about anything about the reclamations.The food was disgusting, and the all-included didn't include almost anything. The hotel ruined my trip to Varadero.

    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
     Hola!! Although we sincerely regret reading that your stay at our allegro Palma Real fell short of your expectations, we are grateful for the time you spent to share this feedback of your overall holiday experience among us as we certainly believe that there is always room for improvement and your constructive feedback is very much appreciated. Guest Services

    Round Indicators
    anerbutt Mississauga, Canada. 09/03/2019

    “Basic 3 star Hotel at an excellent location”

    Old building, right in the middle of all the action. Lot of shopping options around, and a lot of fun. Walking distance to “The Beatles “. Nice beach nearby. Only down side is the internet which was really slow, but I guess we expect that in Cuba.

    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
     Hola!! We first would like to thank you for choosing our allegro Palma Real hotel for your holidays in Varadero and for sharing your comments on your experience among us. Guest Services

    Round Indicators
    181287 09/02/2019 Family

    “Nice hotel ”

    I book this hotel for my parents wedding anniversary. Nice visit and very nice looking hotel with a big and classy lobby, cozy rooms and excellent food. The highlight the beach. Definitely we will be back.

    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
     Hola!! We greatly appreciate the time you spent to share your recent holiday experience at our allegro Palma Real hotel and we thank you for your kind recommendation to Tripadvisor’s readers . Guest Services

    Round Indicators
    leoSBM Abu Dhabi, United Arab Emirates. 08/13/2019

    “OOO”

    I need to tell a short story about what happen in hospitality. It's just incredible. I check in with my family for 3 rooms, 80 usd per room for 5 nights in a hotel that was supposed to be 4 stars. Unfortunately the first impression shocked us; the front office employees are careless and giving negative energy, plus less hopes. Checking In: We asked for the facilities and conditions of the rooms, she rep[lied negatively "maybe there is AC"; Can you imagine what is the next? They didn't gave us any directions or instructions during check in time, only the main restaurant location. The long wait: After registering at the front desk at 11:30AM we were informed the rooms will be ready at 4pm. International standard is that rooms are ready at 2pm, and we were ready for that; but 4pm is too late. Way to the room: elevator not working (nobody informed us), so as alternative with seems to be forever we took a service lift that doesn't stop in all the floors! The room: second big chock. Room 1334 was dirty, toilet floor with cement (just renewed as per the housekeeper), toilet broken, no hair dryer, telephone without cable, the mirror rusty, the bathtub with holes, a horrible smell in general, no shampoo soap or gel, no drinking water, only one toilet paper roll, no tissue, no carpet for toilet, no glasses to put the toothbrush, no glasses to drink water. The bed mattress with holes in the center, the sheets dirty, not ironed, towels rusty. When we asked the housekeeper to change it she said the problem is in the main laundry and she doesn't have any other available, all will be same: with hairs!! Long search 1: We went to reception to meet the duty manager, but he was off; the night manager will come after 6pm. So we decided to go to the beach in this time. As nobody informed us that the beach towels are available only until 5pm and with ID or passport required to get it, we had to go to the beach without towels. Then we came back for dinner!!!!! The dinner: There was a huge line to enter the restaurant, and when we enter we found raw, spoiled food, very less options, flies everywhere, dirty plates on all the tables that nobody picked up, dirty plates at the buffet, dirty cutlery, wet plates that nobody wiped; no basic hygiene from any of the staff ( floor or kitchen). We didn't had dinner and went again to look for the duty manager. Long search 2: The night manager (whom we saw only this time) doesn't speak English, so my wife explained all our issues to her. She was helpful and honest: she said she can change the room only, other things she cannot do anything "Is Cuba" -SO!? She gave us two options to choose: One room bigger downstairs with mosquito or another room last floor far away. We choose the one down, but after we closed the door the mosquitoes attacked us like at war; so we changed again to the far away room. And we slept the first night. 2nd day: We woke up early for breakfast.....was full of eggs only, all wrong cooked and again everything dirty. There was a life cooking grill (which was never clean) we asked for omelet, but no tomato, bell peppers or the usual vegetables which is available everywhere in Cuba, we had an omelet with pickles!!!! We enjoyed the beach (the only thing enjoyable) planning to have lunch at the beach restaurant. They had grilled fish in the menu. We asked specifically to be served grilled. But it came breaded and fried, tuna sandwich disgusting, bread from 3 weeks ago, so we left the food and decided to go to the buffet for lunch: big mistake. Overloaded of people the restaurant and the hotel, so we decided to go to the pool bar, they offer snacks too. There was a salad bar, the lettuce was full of dirt!!! Not washed!! So we waited for 2 hours until we could enter to the buffet. Dirt everywhere one more time. The plates run out so there was a small line waiting for new plates to come; while standing on this line one chef asked us rudely to move from our spot so she can pass with her trolley to refill another station. To which my wife couldn't contain her anger and told the chef how to say "excuse me, sorry, thank you", words that apparently she forgot long time back. We went to the room with empty stomach hoping that Italian restaurant at the evening will be better. After reaching the room we saw they changed our towels and bed sheets for a worst one; the bed sheet had a stain of blood from some woman, and the towels rusty again. We looked all over the place for a housekeeper to change it but no one was on site. We asked for the manager. At the same time we saw a war happening for check In at the lobby, people fighting with each other, no security, no manager around, nobody controlling the situation. Just the people left there to "get what they can", because "this is Cuba". We saw the customer service representative on the way and we asked for her assistance: her answer was that she finish her duty at 5PM, it was already 5:05pm. We found the GM hiding in office, handling another problem (a pregnant woman didn’t eat anything yet). We gave him our dirty sheet and rusty towels and explained the whole situation; he said he understands but there is anything he can do “this is Cuba” again!! So he offered us to spend next day in Barcelo Solymar (restaurants and pool; not rooms), a neighbor hotel that is supposed to have better conditions. We accepted hoping that things will be stable on this way, and we will be able to enjoy our honeymoon. Then we went for dinner at the Italian restaurant. We booked at 7:15pm, we were told that 10 minutes late is still ok when we did the reservation. We arrived at 7:22pm, the waitress captain shout us from the other side of the restaurant to stay outside waiting for her until she finish taking the order from another table. We sat where we pleased and shout her back to bring the menu, because we realized this is the way to live in this psychiatric hospital. We ordered seafood penne al dente and grilled fish, the waiter suggested us to order the seafood pizza too, which we did. We received pasta Bolognese, we had to go to the kitchen to get it changed to seafood. The pasta was (naturally) overcooked. The fish was extremely salty at the point we couldn’t eat it. The pizza looked more like a shoe rubber. Here we decided to leave the hotel and try a restaurant outside. 3rd day: We went to Solymar for breakfast, lunch and dinner. Was same poor quality but less people. We talked to people who was staying there also complaining about the same issues we had. Pool was dirty. To get a towel we had to give them our mobiles and wallets. We went back to Allegro to take a shower in our rooms and change our cloth. We found a bottle of sparkling wine as a kind gesture and finally not so dirty room. We wanted to change our beach towels as this were from previous day at the room; 4PM nobody was at the club house (the place where they change the towels which is supposed to be open until 5pm), we asked the animation staff for assistance but they didn’t know anything, nobody knew anything! So we went to reception to ask them for assistance to get new towels. They started explaining that the key is “I don’t Know where”, and the person “I don’t care where”, and they were very upset as we asked them to do something that is not their job. Then we fight for our rights! To find manager again to check out from this hotel immediately and give back our money!! He said all the money will be given back. But we weren’t able to check out this day, was very late already and until next day we couldn’t get our already paid transportation back to Havana. We had to stay another night in this nightmare. Next day we checked out, but the hotel still wants to charge the 3 nights we stayed, after the manager said they will return all the money back!!! We want more than what we paid!!! We got a spoiled honeymoon!! BTW, the bar El Mojito didn’t had mojitos. Regarding the “they cannot manage the things” at the hotel because “this is Cuba”; if you are serious in your job as a hotel manager you can make the following: 1. Create accurate SOP and policies for all departments 2. Checklist for all departments 3. Supervision on the floors 4. Training : How to smile 5. Training: How to greet customers 6. Training: grooming standards 7. Training: Body language 8. Training: How to deal with angry guests 9. Training: How to handle guests requests and complaints. 10. Training: Basic hygiene for all staff 11. Training: First rule of service, the guest is always right! 12. Training: cross training between departments to let the staff know all what’s happening around them. 13. Menu engineering for buffet and all restaurants. 14. Recipes, ingredients, allergens, hygiene trainings for kitchen staff. Make action plan for all hotel with all departments and put target for them with an incentive plan, you should motivate the staff to work instead of letting them do the wrong things, and you blame Cuba. See pictures attached talking by themselves. Note the bloody lady intimate towels at the hotel lobby toilet.

    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
     Hola!! We appreciate you reaching out on Tripadvisor to notify us of your concerns related to your recent stay at our allegro Palma Real hotel and apologize if you experienced any inconsistency in our service, we have read your review with our utmost attention and will take note of your constructive remarks. Guest Services

    EVALUATION

    Round Indicators

    • september 12 2019
    • Couples

    Rrmond

    “Out of this world bad”


    Hello the service ,food and rooms are very bad If you try to talk to main desk you get no satisfaction at all They run out of food almost every meal Save your money and go to a different place Worst time in Cuba. Terrible terrible terrible Flys everywhere main swim up bar closed with no information on when it will open Absolutely a dump


    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
    Hola! Although we sincerely regret reading that your stay at our allegro Palma Real fell short of your expectations, we are grateful for the time you spent to share this feedback of your overall holiday experience among us as we certainly believe that there is always room for improvement and your constructive feedback is very much appreciated. Guest Services

    EVALUATION

    Round Indicators

    • september 6 2019

    amartin1289

    “Horrible Hotel”


    The experience couldn't have been worse. The facilities are completely dirty and old fashioned, he lift didn't work, the fire doors were broken, the ceiling was also broken and had humidities, the rooms were untidy, dirty and smell bad (in the bathroom the towels were dirty and even there were hairs in the sink). Apart from that, the staff were really impolite and didn't matter about anything about the reclamations.The food was disgusting, and the all-included didn't include almost anything. The hotel ruined my trip to Varadero.


    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
    Hola!! Although we sincerely regret reading that your stay at our allegro Palma Real fell short of your expectations, we are grateful for the time you spent to share this feedback of your overall holiday experience among us as we certainly believe that there is always room for improvement and your constructive feedback is very much appreciated. Guest Services

    EVALUATION

    Round Indicators

    • september 3 2019
    • Mississauga, Canada

    anerbutt

    “Basic 3 star Hotel at an excellent location”


    Old building, right in the middle of all the action. Lot of shopping options around, and a lot of fun. Walking distance to “The Beatles “. Nice beach nearby. Only down side is the internet which was really slow, but I guess we expect that in Cuba.


    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
    Hola!! We first would like to thank you for choosing our allegro Palma Real hotel for your holidays in Varadero and for sharing your comments on your experience among us. Guest Services

    EVALUATION

    Round Indicators

    • september 2 2019
    • Family

    181287

    “Nice hotel ”


    I book this hotel for my parents wedding anniversary. Nice visit and very nice looking hotel with a big and classy lobby, cozy rooms and excellent food. The highlight the beach. Definitely we will be back.


    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
    Hola!! We greatly appreciate the time you spent to share your recent holiday experience at our allegro Palma Real hotel and we thank you for your kind recommendation to Tripadvisor’s readers . Guest Services

    EVALUATION

    Round Indicators

    • august 13 2019
    • Abu Dhabi, United Arab Emirates

    leoSBM

    “OOO”


    I need to tell a short story about what happen in hospitality. It's just incredible. I check in with my family for 3 rooms, 80 usd per room for 5 nights in a hotel that was supposed to be 4 stars. Unfortunately the first impression shocked us; the front office employees are careless and giving negative energy, plus less hopes. Checking In: We asked for the facilities and conditions of the rooms, she rep[lied negatively "maybe there is AC"; Can you imagine what is the next? They didn't gave us any directions or instructions during check in time, only the main restaurant location. The long wait: After registering at the front desk at 11:30AM we were informed the rooms will be ready at 4pm. International standard is that rooms are ready at 2pm, and we were ready for that; but 4pm is too late. Way to the room: elevator not working (nobody informed us), so as alternative with seems to be forever we took a service lift that doesn't stop in all the floors! The room: second big chock. Room 1334 was dirty, toilet floor with cement (just renewed as per the housekeeper), toilet broken, no hair dryer, telephone without cable, the mirror rusty, the bathtub with holes, a horrible smell in general, no shampoo soap or gel, no drinking water, only one toilet paper roll, no tissue, no carpet for toilet, no glasses to put the toothbrush, no glasses to drink water. The bed mattress with holes in the center, the sheets dirty, not ironed, towels rusty. When we asked the housekeeper to change it she said the problem is in the main laundry and she doesn't have any other available, all will be same: with hairs!! Long search 1: We went to reception to meet the duty manager, but he was off; the night manager will come after 6pm. So we decided to go to the beach in this time. As nobody informed us that the beach towels are available only until 5pm and with ID or passport required to get it, we had to go to the beach without towels. Then we came back for dinner!!!!! The dinner: There was a huge line to enter the restaurant, and when we enter we found raw, spoiled food, very less options, flies everywhere, dirty plates on all the tables that nobody picked up, dirty plates at the buffet, dirty cutlery, wet plates that nobody wiped; no basic hygiene from any of the staff ( floor or kitchen). We didn't had dinner and went again to look for the duty manager. Long search 2: The night manager (whom we saw only this time) doesn't speak English, so my wife explained all our issues to her. She was helpful and honest: she said she can change the room only, other things she cannot do anything "Is Cuba" -SO!? She gave us two options to choose: One room bigger downstairs with mosquito or another room last floor far away. We choose the one down, but after we closed the door the mosquitoes attacked us like at war; so we changed again to the far away room. And we slept the first night. 2nd day: We woke up early for breakfast.....was full of eggs only, all wrong cooked and again everything dirty. There was a life cooking grill (which was never clean) we asked for omelet, but no tomato, bell peppers or the usual vegetables which is available everywhere in Cuba, we had an omelet with pickles!!!! We enjoyed the beach (the only thing enjoyable) planning to have lunch at the beach restaurant. They had grilled fish in the menu. We asked specifically to be served grilled. But it came breaded and fried, tuna sandwich disgusting, bread from 3 weeks ago, so we left the food and decided to go to the buffet for lunch: big mistake. Overloaded of people the restaurant and the hotel, so we decided to go to the pool bar, they offer snacks too. There was a salad bar, the lettuce was full of dirt!!! Not washed!! So we waited for 2 hours until we could enter to the buffet. Dirt everywhere one more time. The plates run out so there was a small line waiting for new plates to come; while standing on this line one chef asked us rudely to move from our spot so she can pass with her trolley to refill another station. To which my wife couldn't contain her anger and told the chef how to say "excuse me, sorry, thank you", words that apparently she forgot long time back. We went to the room with empty stomach hoping that Italian restaurant at the evening will be better. After reaching the room we saw they changed our towels and bed sheets for a worst one; the bed sheet had a stain of blood from some woman, and the towels rusty again. We looked all over the place for a housekeeper to change it but no one was on site. We asked for the manager. At the same time we saw a war happening for check In at the lobby, people fighting with each other, no security, no manager around, nobody controlling the situation. Just the people left there to "get what they can", because "this is Cuba". We saw the customer service representative on the way and we asked for her assistance: her answer was that she finish her duty at 5PM, it was already 5:05pm. We found the GM hiding in office, handling another problem (a pregnant woman didn’t eat anything yet). We gave him our dirty sheet and rusty towels and explained the whole situation; he said he understands but there is anything he can do “this is Cuba” again!! So he offered us to spend next day in Barcelo Solymar (restaurants and pool; not rooms), a neighbor hotel that is supposed to have better conditions. We accepted hoping that things will be stable on this way, and we will be able to enjoy our honeymoon. Then we went for dinner at the Italian restaurant. We booked at 7:15pm, we were told that 10 minutes late is still ok when we did the reservation. We arrived at 7:22pm, the waitress captain shout us from the other side of the restaurant to stay outside waiting for her until she finish taking the order from another table. We sat where we pleased and shout her back to bring the menu, because we realized this is the way to live in this psychiatric hospital. We ordered seafood penne al dente and grilled fish, the waiter suggested us to order the seafood pizza too, which we did. We received pasta Bolognese, we had to go to the kitchen to get it changed to seafood. The pasta was (naturally) overcooked. The fish was extremely salty at the point we couldn’t eat it. The pizza looked more like a shoe rubber. Here we decided to leave the hotel and try a restaurant outside. 3rd day: We went to Solymar for breakfast, lunch and dinner. Was same poor quality but less people. We talked to people who was staying there also complaining about the same issues we had. Pool was dirty. To get a towel we had to give them our mobiles and wallets. We went back to Allegro to take a shower in our rooms and change our cloth. We found a bottle of sparkling wine as a kind gesture and finally not so dirty room. We wanted to change our beach towels as this were from previous day at the room; 4PM nobody was at the club house (the place where they change the towels which is supposed to be open until 5pm), we asked the animation staff for assistance but they didn’t know anything, nobody knew anything! So we went to reception to ask them for assistance to get new towels. They started explaining that the key is “I don’t Know where”, and the person “I don’t care where”, and they were very upset as we asked them to do something that is not their job. Then we fight for our rights! To find manager again to check out from this hotel immediately and give back our money!! He said all the money will be given back. But we weren’t able to check out this day, was very late already and until next day we couldn’t get our already paid transportation back to Havana. We had to stay another night in this nightmare. Next day we checked out, but the hotel still wants to charge the 3 nights we stayed, after the manager said they will return all the money back!!! We want more than what we paid!!! We got a spoiled honeymoon!! BTW, the bar El Mojito didn’t had mojitos. Regarding the “they cannot manage the things” at the hotel because “this is Cuba”; if you are serious in your job as a hotel manager you can make the following: 1. Create accurate SOP and policies for all departments 2. Checklist for all departments 3. Supervision on the floors 4. Training : How to smile 5. Training: How to greet customers 6. Training: grooming standards 7. Training: Body language 8. Training: How to deal with angry guests 9. Training: How to handle guests requests and complaints. 10. Training: Basic hygiene for all staff 11. Training: First rule of service, the guest is always right! 12. Training: cross training between departments to let the staff know all what’s happening around them. 13. Menu engineering for buffet and all restaurants. 14. Recipes, ingredients, allergens, hygiene trainings for kitchen staff. Make action plan for all hotel with all departments and put target for them with an incentive plan, you should motivate the staff to work instead of letting them do the wrong things, and you blame Cuba. See pictures attached talking by themselves. Note the bloody lady intimate towels at the hotel lobby toilet.


    BarceloSmAb, Gerente at Allegro Palma Real, responded to this review
    Hola!! We appreciate you reaching out on Tripadvisor to notify us of your concerns related to your recent stay at our allegro Palma Real hotel and apologize if you experienced any inconsistency in our service, we have read your review with our utmost attention and will take note of your constructive remarks. Guest Services

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