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Reviewed 4 weeks ago

My wife and I recently travelled to Cuba for our first time. We chose to stay at the Sancuary Grand Memories and we highly recommend it! The grounds were beautiful and highly maintained, it was clean and very welcoming. We loved the resort and the staff were excellent, not just some, but ALL the staff were amazing!
Our room was great and the view was amazing too. House keeping was fantastic and always made us feel welcome and safe. Everyday there was a new surprise on our bed with flowers and friendly notes left behind.
The food was great at the buffet for breakfast and lunch but we mostly ate at the A La Carte restaurant at night for supper which was absolutely delicious. The beach bar/grill was only steps away from the beach and was amazing at lunch too! Grilled chicken, pork, sandwiches and ice cold beverages just steps from the beach.
The entertainment group really made our trip memorable and never hesitated to help and to show us a good time. Special thanks to Liz Sandra and Yadirka Alonso, Darlin, Fito, Osmary, Yasmary, Iris, Armando, Inubis, Mary and Ray for making my wife and I have the best time imaginable. Whether it was dancing by the pool or playing games, sitting around the bar, you were involved with all the guests and showed us an amazing time! We'll never forget you guys! Thanks for everything! See you again soon! Go Leafs Go!

Date of stay: September 2018
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
5  Thank DarryllovesCuba
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director_General2018, Director General at Grand Memories Santa Maria, responded to this reviewResponded 4 weeks ago

Dear Darryl,

First of all, we would like to thank you for the time you spent on writing such a nice comment about your time at Sanctuary. We are glad to know we succeeded your expectations and you liked our food and service, as well as our gardens and rooms. Thank you for mentioning every person of our staff who did the best to take care of you during your stay. We will forward your message to them. They will be very happy to hear about your words.
We hope to have the pleasure to welcome you again very soon at Sanctuary at Grand Memories Santa Maria for another amazing experience.
Thank you for choosing us.

Best regards,

General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago via mobile

This was our first time in Santa Maria and it was wonderful. Trip from Santa Clara to Santa Maria was not so long 1:40 and our guide was good and explained lots of historical things about the small town we went by. Check in was fast and our room was very good and clean . Block 52 third floor pool view! Very good place near of everything. Danys our maid was great and making funny things with towels on every day, thanks ! I lost one of my bag on the 3rd days of our trip and I want to say a special thanks to Franz the manager and also Eveline at the pool bar for your help . We appreciate your help to get my bag back . Thanks again !
Staff is amazing and all friendly. At the Buffet food was ok samething on every day butwas ok .
Thanks to Yamil and Jose Luis both great guys , it was a real pleasure for us to meet you both ! Thanks! Beach beach wow what can I say ...wow!!!
Amazing beach water was clear ..perfect pace!!
At the beach bar , Yamilka and Pablo are the best !!
Show at the theatre was very good. And Delvis the best bartender!! “” Dos Shrek por favor “
Our vacations to Grand Memories was great and we meet great people that we made friends of.
Oh and don’t forget Aliany at the lobby she is just “special “ as the espagnol coffee she served ! Thanks for your time spend with us , we had good time with you !
We will return to this resort on anytime!

Date of stay: November 2018
Trip type: Travelled as a couple
5  Thank Sunshine28653576027
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director_General2018, Manager at Grand Memories Santa Maria, responded to this reviewResponded 4 weeks ago

Receive a trendy regard from Grand Memories Santa María,

Thank you for taking the time to share your experience with us at Grand Memories Santa María. We are glad the product and services were to your fullest satisfaction.

We are looking forward to the pleasure of welcoming you again in our Hotel and assure you that you will enjoy even superior services and facilities on your next visit.

Kind regards,
General Manager

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Reviewed 11 November 2018 via mobile

We recently stayed at Sanctuary Grand Memories for our 10 year Anniversary. We would highly recommend this resort we had a Amazing trip the resort, staff, food and beach were awesome. We would like to thank Liz Sandra for making our trip so special and fun we can’t wait to go back, take care my friend until next time. CUBA A++

Date of stay: September 2018
Trip type: Travelled as a couple
3  Thank Sightsee64497380943
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director_General2018, Manager at Grand Memories Santa Maria, responded to this reviewResponded 4 weeks ago

Dear guest,

On behalf of the Grand Memories Santa María team we would like to thank you for your super nice comments about our service, rooms, beach, food and staff.
It is really gratifying to know that you enjoyed your holidays with us.

Our staff has received your comments and appreciates your effort, one more time thanks for providing part of your precious time to share your experience.

We are looking forward to see you again at your home away from home.

Best regards,
General Manager

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Reviewed 8 November 2018

Checked into this hotel and was given a room with 3 beds, filthy stained bedspreads on each bed and there was no way we were staying in the room they gave us. We were told that if we stayed in the room one night we would be given a new one the next day. We were prepared to sleep with street cloths on top of blankets on bed.

When we returned to our room, all the lights were out in the hallways of the building and we had to feel our way to our door. When we tried to turn on the light that was on the table, got such a shock that I fell backwards. There were bare wires hanging out of the lamp. So back to the check in to sit there until someone gave us a new room.

Surprise surprise they had a room thar was better in another building. It was better but a 3 star at the very best.

Will not go into the food as it is Cuba and No one goes there to eat. Beach was wonderful

Please save your money and upgrade to another hotel.

Date of stay: November 2018
6  Thank marnie1020
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director_General2018, Manager at Grand Memories Santa Maria, responded to this reviewResponded 4 weeks ago

Dear Mamie,

It is my deepest regret to read that you went through so many inconveniences during your stay; I assure you that the circumstances you described are not typical with the high standards that we strive to provide. We take pride in creating memorable experiences for our guests and in order to do so we focus on following the highest standards of quality and service.

We extend our sincere apologies for the inconveniences that you have had with the service; we continuously train our Staff in order to give an excellent service to our visitors.

We are sincerely looking forward to have the pleasure of welcoming you again in our resort, and assure you that you will enjoy even superior services and facilities on your next visit.

Kind regards,
General Manager.

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Reviewed 6 November 2018

After 5 days of arguing with management at Dhawa we went to Grand Memories. It was a total 360 flip in service. Grand Memories was amazing, it surpassed all we had experienced so far on this trip. Sunwing really helped smooth things over for us for the switch. Grand Memories has the best beach in Cayo Santa Maria, We loved it. The food was so good, we were starving when we arrived. The hotel was clean, lots of clean towels. But it was the staff that made our trip, they went out of there way to make us happy. Not just us but everyone, Jimmy, Chicken man all the staff on front desk who upgraded us to Diamond club. From now on we will always go to Grand Memories, no more trying new places that end up sucking. Dhawa just wanted to suck money out of us and give no service. They served uncooked lobster, tried to charge for the upgrade we already paid for, and played with there phone instead of giving service. Before we left Dhawa they stole cigaretts and shoes out of our suitcase, we didn't notice until we had moved but we were so tired of arguing we just wanted to have fun and we certainly did at the Grand Memories. I know we cant wait to return to the Grand Memories In January, we made lots of friends there and we know we will be welcomed back

Room tip: Love a higher floor, any view will do its so amazing.
Date of stay: October 2018
  • Trip type: Travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
5  Thank Lynne J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Director_General2018, Manager at Grand Memories Santa Maria, responded to this reviewResponded 4 weeks ago

Dear Lynne,

First of all, we would like to thank you for your super nice review and the time that you spent to write it.

Nice comments make us very happy because that means that you had a great time during your holidays with us, we work every day in order to improve our service and your suggestions are always welcome.

Our staff has received your comments and appreciates your effort, one more time thanks for providing part of your precious time to share your experience.

We are looking forward to see you soon at your second home, Grand Memories Santa María.

Best regards,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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