Hotel Roc Casa Del Mar

Had an amazing vacation. The beach was beautiful, nice powdered sand. The beach we had dancing lessons and games the pool we had games and dancing lessons as well. The staff are nice and friendly, especially the entertainment team WOW amazing. especially Manuel,Tito, Danny,Ray and Julio. Manuel was coming to see me on the beach to get me to come do the dance lessons on the beach what a nice touch and they know i loved dancing so that a plus.Did some activities that they were doing on the beach like volleyball yoga dancing. At night there would be dancing at the lobby bar. Even the performers would come dance with us. I thought it was a nice touch. I would definitely go back again. I had so much fun at the beach and dancing at night at bar. I was actually planning to maybe go again in March [Details]

Our experience was pretty good. The staff was very friendly and helpful. Entertainment staff were fantastic and friendly. From teaching us dance to playing some beach volleyball.. they really were A1. Food was ok, not a lot of choice, but we didn't go for the food. Beach was absolutely beautiful and could walk for miles. The culture of this country is great and the staff were all very welcoming. [Details]

My family and friends had a great experience here! Thanks to the entertainment team at hotel Roc Casa Del Mar for a wonderful fun experience!
Thanks for always getting us up and dancing!
Shaky Shaky don't be lazy! © Special shout out to Manuel, Danny, Charlie, Tito and Julio for the fun memories! We will never forget you all!
From all of us in Canada! [Details]

We booked a package for a family of 6, my parents arrived to canada for a visit and i thought a trip to cuba during this cold month would be a welcome change for them.But i was wrong.
I booked through an agent here in canada.
Here is what their website claims. Below are the details for excelsior club members which is an upgraded package.
1) all inclusive package.
2) wifi all over the resort.
3) welcome drink on arrival
4) mini bar in the room stocked daily.
5) Bottle of rum in the room.
6) premium amenities in the room.
Here are the issues we faced.
1) no welcome drink on arrival. We arrived tired and exhausted at 10.45 pm.
2) front receptionist , booking lady not friendly at all.
3) gave me room 504 ( for us, family of 4) and 507 ( for my parents).
4) room 504 had no bedsheet on one of the beds, we realised AC is not working at all, no towels in the room, no shower gel nor shampoo. No bottle of rum , no water in the room . I called the front desk and they sent the bell boy over. They asked me to change the room. We had to repack evrything that was opened and we moved to room 501. Room 501 was better but the patio latch was missing, which meant that our room 501 at the ground level, right at the entrance was always open from the back!! No bottle of water in the room.as well, the bell boy said we will have to go to the Bar to have some water as the room service would only come tomorrow. 2 towels out of the 4 that we had, were used. It had marks and stains on them.
The next day in the room was ok. On the 23rd they cut the water to the entire resort for 5 hours. No attempt was made to announce this or inform us or any of the guests prior. On the 24th and 25th dec as well, water was shut off for 4 hours each day.
On 23rd night (our 4th night the AC stopped working). We spent the night without AC in our room. The rooms get pretty warm due to the sunny weather and it gets uncomfortable in the night. The next day the AC tech came , he checked and asked me.to call the reception as the AC could not be fixed. Guess what, we were asked to change our room again. This time room 514 , everything had to be repacked again and we had to shift. The room had a missing patio door latch as well and the.washroom was extremely stinky.

Bottle of cuban rum was given to us on the 23rd of Dec after asking 3 times. Why do we have to ask for something so many times which should be rightfully ours in the first place? For the wifi we had to come to the main building to get reception. The front lobby from where we were housed is about 120 meters away!!! Wifi is supposed to be all over the resort.
Extermely limited food options for lunch and dinner.
Either limited sweets or just ice cream.
For the first 4 days , no eggs for breakfast.

Me and a.couple of other guests chatted this with the onsite manager and he was apologetic.

The resort was only 1/4th occupied and one half of the resort was completely closed.

The washroom opposite the stage ( for night programs) was overflowing with urine and had tissues all over the floor. Not maintained or cleaned at all.

I was in Cayo coco last time and our experience was a pleasant one but i am afraid i cant say the same about ROC Casa Del mar. The senior management should look and address these issues asap or they will lose clients like us and a lot of other canadians as well. [Details]

We went to this location for 5 days. I can honestly say, I hated it. The staff is so rude, they didn't wanna help with anything. My number 1 complaint is towards the front desk workers. They dont know anything, they don't speak any english and they dont to help you at all. The maids that clean the rooms refused to change the sheets and just tossed the new ones on the bed for you to change it yourself. BEWARE of the server in the snack bar building, i gave each workers goodie bags and she had the audacity to find me later and say “no money inside?” And she kept harassing me and my sister through out our whole trip to get free things and money. On my last day, the front desk lady tried to charge me for a towel that i did not lose. I gave my towels to the towel service bar by the pool and she made me walk to grab them. Overall i hate this place because of the staff. The only staff that were amazing was the staff at the pool bar and the entailment staff. (Yunier, Gali, Bilanio, Julio) [Details]

The whole experience was amazing. When we first checked in our accommodations were adjusted to allow for my walking disability. They put us in rooms that were close to all amenities. The staff was amazing from our butler to bars, cleaning staff, Gardeners and restaurants. I must Give huge thank you's to our butler Jairon and Elizabeth a server at the bar who went out of there way to insure we were comfortable and had everything we needed.
Definitely this is where I would go again [Details]

Great Value for the price! Hotel is about 4 years old I'm told and need a little help in some areas of repairs but they are working on it!
Clean friendly, beautiful beaches and for Cuba ...food was good at the buffet. A la cart not so great food half cold
Coffee bar was amazing [Details]

This was my second time to Cayo Santa Maria, and 6th time in Cuba, so my range for comparison and expectations of what service etc is like is pretty good.

ROOM-First off, we were 4, a couple with 2 children travelling together. I had requested a second floor room, and we had paid for an ocean view room.
When we arrived at our room, there was one king sized bed and one single bed beside the patio door. I contacted the front desk and they put me on priority to change rooms the following morning when one with 2 double beds was available.
The next day they told me they had no rooms with the requested bed arrangements but they would add another cot in our existing room. This never happened.
The view from our room had a sliver of ocean visible over the extended empty lot and mangroves. If you have booked ocean view, ask for a 3rd floor, so you can actually appreciate it, otherwise the pool view rooms are more inviting.
The room itself is not very nice and give off an air of prison accommodations...might have been the sterile lighting. They are due for renovations, and beds are standard discomfort.
The showers were great, good pressure, very hot water and large and spacious.

BEACH/SERVIC-The beach is beautiful, and the service at the beach bar is fantastic. The service at the hotel overall is very good. Staff is kind and helpful and it doesn't seem forced. Probably one of the better experiences in terms of staff and service I've received.

FOOD-the options are decent and surprisingly one of the better hotels in Cuba in terms of food. Not saying it is great, but there is enough edible food and not one of us was sick.
The food at the beach was also good, but a little repetitive.

The hotel is owned by Gaviota, and I think I'll do my research next time, as I feel they cut corners. I'd prefer to go with an international chain, whose standards are higher.

So all in all, if your trip is already booked, don't worry, you will still have a good trip, but if you haven't booked yet, I'd suggest looking into another chain. [Details]

The hotel was Great! Best beaches I've ever been to with White sand and crystal clear water. The hotel rooms were big and spacious and very clean. The house maids did a great job. The staff was very friendly and went above and beyond to make sure you had a great time. The night time entertainment was amazing. They had some very talented musicians / dancers at the resort which made it for some very fun evenings. [Details]

The layout of this place is horrible. They first put usnina a building which is a kilometer away from the main building where the restaurants are. Then there is the strip of land between the rooms and the beach which is barren and ugly. I expected to see Mad Max driving through there. [Details]

we would definitely go again. Loved it. Grounds are so well maintained. 7 al la carte restaurants. The buffet has 4 hot stations for cooking in front of you. [Details]

Beautiful resort with an amazing beach, and great staff!
We really enjoyed our stay at Ocean Del Mar. The pools were clean, the beach absolutely amazing with clear waters and soft sand.
The staff at the resort are attentive and friendly. Food at the buffet and the a la carte restaurants was delicious. We always found something to eat, and it was very yummy- especially the fish dishes.
The entertainment crew is great!! Funny and full of energy. We enjoyed a few beach games and challenges. The Michael Jackson show at night was just superb.
We went as a family of 6, and we would recommend this resort to others!
Thank you Ocean Del Mar for a memorable vacation!! [Details]

At check in the gentleman refused to look at my reservation which clearly stated that we had an Ocean View. Arrived at our room. No ocean view. Went back to front desk and of course no ocean view available until the next day. Had to hang around the next day till 4:00 pm before we could get settled. The setup to get things is very inefficiently run. Line up to go get your internet tickets. Should be already assigned and given out at checkin instead of lining up to go into this little room to get the ticket. A time waster. The same with getting reservations at the a la cartes. All shuffled around on papers (computers?). Also give the people a couple of menu books with all the restaurants in them to look over while waiting. Geez, no one knew what restaurants were available and it took so much time.
Food: juice tasted like coloured water, sliced bread not available most mornings and both toasters were malfunctioning. A la carte restaurants were a little better, however items on the menus were not always there or as presented. ☹️ Finally five days in they created a juice bar and that was better. My husband is a very easy person to feed and he was very disappointed. The snack bar in the east pool area was horrible. The west pool at least had French fries. No staple of pizza and fries, would have been easy peasy.
Public washrooms had no working locks on the stall doors in the women's And were often closed.
The grounds were well kept and our room was very nice with a walk in shower. The staff were very pleasant and accommodating.
The little store on the resort had nothing. Rum and cigars. You couldn't even buy a bag of chips or a candy bar, a box of Kleenex. Being so far from everywhere they should have a good stock of things. The two shopping areas close to the hotel only have trinkets.
The beach itself was gorgeous however getting to it at our end was a challenge. The stairs down to the beach were cut off and all broken up. Ocean View is really a misnomer, we couldn't see the beach only a minimal view of the ocean.
Many things could have been done at very low cost to make this resort a place to come to.
I question the star rating on this resort. They may need to reassess. We have travelled to many other places in Cuba and unfortunately I will have to say I would never return to this one. Speaking with many of the other guests, they all felt the same and were also frustrated. I have never written a review in the past as I have needed felt compelled to until now. [Details]

Overall experience was very good. [Details]

There are multiple restaurants, bars and pools, which are enough for the number of guests viisiting at any given time. Besides, the white sand beach is beautiful and you can always find a spot (lounger) whenever you go.
Food and drinks never run out. There are Italian, Asian, International, Mediterranean and Cuban themed restaurants as well as the open buffet.
There are 2 main pools. Both have swim-up bars. Both are big enough to accommodate lots of guests. Also, there are 2 beach Bars and a BBQ. Lobby Bar is open pretty much the whole day and good part of the night.
There is a theater with different show every night.
The small market place is close-by, only a 10 minute walk. [Details]

The hotel is very nice and big, the pools are very clean lots of seats around the pools enjoyed the entertainment at night there is bands m, singers shows every night plus they put music at the sports bar everybody dances very friendly it was very packed so sometimes you did wait for your drinks but they have food service it's very clean over all I would go back [Details]

Our recent stay at Cayo Santa Maria's Ocean Casa Del Mar was great. Weather was perfect, food was good, beach was beautiful. Most of all the service was amazing. Our butler, Alberto was attentive and quick to make sure anything we needed was taken care of immediately. The service at the lobby bar was great. Most especially servers Elizabeth and Gilleni. Overall the most relaxing, worry free vacation we've had in years. [Details]

Hello, My name is Eduardo Amaya and I went to Ocean Casa Del Mar in Santa Maria from August 1- August 8th 2019. I would like to share my experience with you so that you avoid going to this hotel. For starters, it is said that this hotel was built in 2016 but let me tell you that is not what it looks like. Everything looks super rundown, the pool tiles come out extremely easily, it's full of green mold. The washrooms smell gross, the fencing on railings looks like it's about to fall at any moment and has nails sticking out. All the paint done on the basketball court and tennis courts has almost completely come off and the pictures they advertise online look nothing like how it really is in person. Other than how run down this hotel looks, the service received there did not help. None of the workers knew any information, as simple as “can you turn on the fan” would get you sent to 3 different counters that would send you back to the beginning because they couldn't help you. They were very inattentive and when you would go to them for help with say refilling the mini fridge in the room, resetting the safe that wasn't done when you arrived or trying to get the wifi info, the workers clearly looked annoyed at you asking. It was very difficult to get help and every time you did it was clear that they were not happy providing you with the services. As a both English and Spanish speaking individual it was easy to communicate with the workers so communication barriers was not the reason behind the bad service. In addition the food was not good and was almost the same every single day. Most of the extra “fancy” restaurants were all closed and the ones that were open were not worth the effort. The Buffet has frequent not properly cooked meat so you had to be very careful and the milk was either spoiled or spoiled extremely quick so drinks with milk were avoided. It was hard to look forward to eating because 3 days into the vacation we were already tired of it. The area we were in was also packed with mosquitos. If you left the room without any bug spray you would get eaten by mosquitos. Although there were less during the day, the morning rituals consisted of sunscreen and then spraying every corner of your body with bug spray. At night we would go eat dinner and then run to the hotel run as quick as we can because there were so many mosquitos that we couldn't be in the lounge areas or watch the shows. Even inside the buffet and closed areas, mosquitos would be found everywhere. Only one of the shows was somewhat seen because we left before it finished due to the mosquitos constantly attacking and how bad the show was. The shows were very basic and nothing special, the performers also constantly messed up their tricks and did not seem to be enjoying themselves. Although the natural part of the island was beautiful such as the beach and water, it was saddening to see how much garbage was tossed at the beach and how none of the workers cared to clean. My family constantly picked out garbage to avoids it going into the ocean but that's about where the cleanup ended. We would ask staff to empty out a garbage can that was overflowing and they wouldn't do anything about it. Even the staff themselves would be seen just throwing cups on the ground. They had this whole program where no straws were used in the hotel which is awesome but also pointless if all the plastic cups and wrappers are being thrown on the ground onto the water and beach. It is safe to say that my family and I did not have a good experience at this resort and would not recommend going there. [Details]

I love ocean casa del mar, the resort is beautiful, the rooms are clean, the drinks are good, the food is good (a la cartes are great!) But the main thing, is....the staff are FANTASTIC! Arley makes the trip amazing, and of course the bar tenders we love so much, yunier, edel, Bilbao, gali, Elizabeth ❤ leo, and hector in the buffet, all the a la carte staff....everyone was so friendly! [Details]

It was absolutely beautiful. [Details]

Bad, will never go here again:((( [Details]

We had a great time. Resort was very clean and staff were excellent. Would definitely go there again. [Details]

Hotel not a 4.5 star more like a 3 and not worth 1235.00 each person. [Details]

This resort is pretty good, it's very large which makes it not seem crowded. You don't go to Cuba for the food so don't have high expectations. I heard other neighboring resorts ran out of fish and chicken, the Ocean had lots but had ran out of french fries last day. You go for beachs and relaxation and there's plenty of that here! The resort is aging and it's starting to show, our room was very dark as two main lights where out. Door knobs and handles either bent or loose. Faucet spins around and it should be stationary. But the TV worked and the air-conditioning was ice cold. At the sub $1000 mark it's a great value when you think about it. Would recommend it to new comers as it's a cheap first experience [Details]

If you're looking for an amazing beach this is the perfect resort. This was our 2nd time to Cuba and overall we had a great family vacation.

The beach was perfect. Lots of chairs and sun shelters. We had a great ride on the catamaran. It would be great if there was a bathroom close to the beach. We had to walk up to the pool area to find a washroom. Beach towel service was not good. We tried 3 times to change our towels and then gave up.The pool was very nice, clean and refreshing but the broken chairs need to be replaced.

Service for the most part was excellent. Thanks to Andro at the buffet and Alejandro at Limoncello for their friendly and efficient service.

Our room was nice, clean and the shower was huge. The “twin” beds are small though, not good for 2 people. Next time I will take my own pillow. Our maid Yaumara did a great job everyday cleaning our room and making sure our mini bar was fully stocked.

As for the food we knew what to expect. More veggies would be good but we survived for a week. The buffet was busy so get there early. If you want to eat at the a la carte restaurants make reservations on your first day. We ate at 3 of the a la carte restaurants; Limoncello, Blue Moon and Origami. All 3 meals were good and the service was excellent. One comment about the snack bar, coffee & cream really needs to be available especially in the morning!

We did one excursion off the resort and took a taxi (thanks Fidel) to Acuario Delfinario to see the dolphin show. It's only about 15 minutes away and it was a great show.

Overall we had an amazing vacation and I would recommend Ocean Casa del Mar resort for families. [Details]

Great hotel, not too big, great staff. We were in building 10 so everything was close at hand. We met groups up to 23 in size, who were very happy. We had our family there for 1 week also. Really satisfied with resort and their service. [Details]

Very nice resort with beautiful beach.
Very nice wait staff and bar staff. [Details]

Started by getting to our room with no toilet paper and an empty fridge in the room. Sheets were stained and the provided beach towels had holes in them. Also there is a shortage of beach towels... meaning we had the same ones all week. Throughout the week, our bath towels were only changed once. We had to wait in long lines for everything. Good things were nice beach, great evening entertainment and tasty food at beach bars. [Details]

Don't expect your room to be ready at 4 p.m. check in, and don't expect the front desk staff to care. The staff throughout the resort are indifferent at best, and often rude. It seems to be an annoyance for staff to serve you. Prepare to wait in long line ups for terrible food. The buffet is exactly the same every day and breakfast consists of last nights overcooked cruciferous vegetables, and scrambled eggs, with mystery meat croquettes, made with last nights, left over meat or fish. The resort ran out of bread for 4 days straight. The 24 hr. snack bar has a limited menu which included bacon cheese burgers with fries, but they ran out of buns, bacon, cheese,and fries, so instead we were served a heaping plate of partially cooked, quartered hamburger patties, for my husband and I to share. We stopped at the snack bar before an early morning excursion, and at 4 a.m. could not get any service. All but one of 6 employees sat at a table laughing and joking. One employee sat at the bar sleeping in a chair and only awoke to urinate just outside the snack bar entrance. Don't expect luxuries like enough toilet paper, or water to get you through until the next day. If anything is not working in your room, get over it; no one cares. After standing in line for over an hour to book a reservation for 4 people, at the Italian restaurant, we were looking forward to a reprieve from the dismal buffet. The next night, we were rudely turned away from the Italian restaurant, and were told that our reservation was made for 2 people and they therefore, had no table for us. The buffet is half as big as it needs to be to serve the number of guests in the hotel. The wait is ridiculous and makes you feel like cattle being herded to the trough. The over all experience was a massive let down. The whole hotel staff need to be fired and management should rehire people that care to actually work for their pay check. Save your hard earned money; don't stay here. [Details]

Very, very few positives. Mikes Coffee was nice, my niece said the coffee was good, occasionally there was a piano player that was very good. The beach was lovely. Absolute chaos when we landed at Santa Clara. The staff told us to stay on the plane while they loaded passengers and new staff and then we would be off to our next stop Cayo Coco. Quite sometime later they came back and said nope they want to clean the plane so everyone off, we would be taken to a lounge for the few minutes wait. We all stood on the tarmac, someone finally handed us a TRANSIT placard and said follow. We were taken to an area
which turned out to be security? We lined up but there was total chaos no one knew where to go and no one was indicating they understood our questions. Once through security, someone pointed up the stairs. Up we trooped to a waiting room looking like a Greyhound Bus Station. Again no one understood ( or at least would help us) our questions as to where we were to go. After a long period of time finally found someone official that pointed to one of the two signs indicating a Gate. We all lined up there again and waited and waited. Finally, we made it back on the plane to Cayo Coco. After an extremely dark long ride, we made it to this hotel. The front desk staff totally indifferent and unhelpful. The room was a total disappointment! Extremely old, very small, smelled of mildew and sweat. The floorboards broken, it looked like it was a run down room from an inner city|! Stank the whole time, the pillows god awful and reeked of sweat, the shower did not drain, the mini fridge had one pop, one juice, and one beer the entire time. There was food stuck on the front of the fridge for the whole stay. Front desk staff totally indifferent to any concerns or complaints. The cushions in the lobby area are not cleaned. Many pieces of marble broken so caution is required. The food is awful, the same thing on the buffet each and every day. Most of it cold and unappetizing. The pumpkin and cabbage were nice the first couple of days but remained lukewarm for the week. The "8 restaurants" are a total joke it is just food from the buffets line presented in a different way!! The meat sits out the entire time, no refrigeration. Flies everywhere.
Many many people got sick. Not enough seating at the pool area, the pool is kept cold. The spray for mosquitoes in the morning is enough to make you gag, some horribly strong chemical. Some of the staff were friendly, but they have no concept of customer service they are totally and shamelessly about the tips. You can tell the majority of the staff at this resort do no like their jobs. They preferred to spend time chatting in large groups, with their coworkers. The gardener and housekeeper of block 1 were the friendliest people we met. The steps leading to the beach which we finally found, are old and in total disrepair, unsafe, rickety with boards missing. There is one server on the beach, one!!! The small "store" at the fits one person at a time and the staff pick and choose the ridiculously high prices which are never the same. The entertainment, well E for effort but extremely disappointing. One of the singers had a great voice and one dancer was very talented. Saw a few coackroaches but not that many, so that was a good thing. We took the "tour bus" to the tourist market and walked around another resort, this one has lush greenery but the lobby was absolutely disgusting. The smell of sewer when you first walked in, the washrooms absolutely horrific. Nothing you can do about Mother Nature, we got two nice days and the rest of the time it was rain, overcast and huge winds. The problem is that there is nothing absolutely nothing to do here without the beach. Totally and utterly disappointed with this trip, it cost a lot and was 100% not worth it! Would not recommend Cuba travel at all. Many fundamental and basic things need to be done first: an understanding of modern designs for their resorts, cleanliness, upkeep, food handling and storage safety, customer service training, to start. [Details]