We were extremely disappointed with the 4.5 star hotel the Media Luna. The resort has great potential but is NOT a 4.5 star resort as listed in the Sunwing brochure. I would rate this hotel as a 3 star maximum. I`ve been to 3 star resorts in Cuba and this hotel is not up to Cuba`s 3 star standard. We spoke with our Sunwing rep at the resort and expressed our sincere disappointment with the Media Luna. She would pass on our comments and concerns to the Sunwing head office in Canada. She said she receives many complaints about the Media Luna.
Room and Property-
The property was nicely landscaped and the room was quite nice. We enjoyed the large deck with 2 chairs. Sunwing brochure mentions lounge chairs but only had directors chairs. Not good for laying out. Only 1 bath towel was provided per person per day.
No telephones in rooms, had to walk to the lobby every time we needed something or had a question.....unacceptable for a 4.5 star property. There was NO turndown service in the evenings or no towel replacements during the day. The bed linens were not changed during our week. Upon arrival they supplied each of us with a 500 ml bottle of water with directions that if we wanted to refill it, we had to walk to the lobby to refill it each time. Is this the service of a 4.5 star resort.
The hotel offered buffets for breakfast, lunch and dinner. Breakfast was the best meal of the day with wonderful omelettes made to order. The lunches and dinners were boring, repetitive and many times uneatable. We were in a place where fresh fish could be caught right off the beach. The fish offered was disgusting and we couldn`t stand eating the overcooked fish FULL of bones. Same trays of fish served daily at lunch and dinner. Fresh fruit was great. There was a salad bar with basic salad ingredients. Many mixed salads were a tray of slop with chopped fish. Meat choices were slim and limited. We had turkey one evening that was very good and chicken 3 times that was quite tasty. The balance of the meals were difficult to find something that looked appétizing. There was always fresh fruit available for dessert. Small pieces of cake were offered that were tasteless and watery. One day they offered chocolate brownies.....I thought there was going to be a fist fight who would get the last piece. The brownies were the only dessert in 7 days that we enjoyed. No ice cream at all. They had en espresso machine but it was only open after breakfast and after dinner service. Never understood why it wasn`t open during breakfast service. Resort staff were allowed to eat at the same time as the guests. They would run out of food often, so why is the staff allowed to eat with the guests. Many of the Italian staff were rude and would push in front of you to get their food first. We met many kind and friendly Italians guests during our week. I've never stayed at a 4.5 star resort where the staff are allowed to help themselves to the buffet at the same time as the guests.
There was only 1 bar available at the hotel. VERY limited choices in the ``all inclusive`` selection. Vodka, Rum, tequilla and beer. Mixes were limited to fruit juices, cola and sprite. That`s it. Bar opens late. No wine available at lunch or during the day. Wine only available at dinner and it was self serve. There was no table service at all at this resort. No after dinner drinks, specialty coffees or liquours available. Drinks were served in mini plastic cups. There were small snacks served during the day, mostly pieces of cold pizza.
During the 7 days at this resort, management of the property were non existant. The 2 managers we saw, would show up for work wearing cut off denim shorts and flip-flops. Not very classy for a 4.5 star resort.
Staff of resort-
The staff tried very hard to keep all the guests happy and deal with the many complaints from the Sunwing guests regarding the food, the management, the bar service, etc etc. Gerson, the customer service person for Media Luna was very helpful and tried to keep everyone happy. Most of the general staff or entertainers were kind and friendly but desperately needed training in customer service. The staff uniform was a t shirt and that`s it. Many of them worked in bathing suit bottoms and hot pants. They need a dress code badly. This was NOT a 4.5 star resort.
There was a singer each evening at dinner. He was quite good. Each evening a different show was offered followed by disco DJ till 11 pm. The shows were very amateur and similar to a public school show. One night one of the female managers was in one of the shows. She performed a scene from Moulin Rouge constantly lifting her Can-Can skirt to show off her black bikini panties. Is this acceptable from a manager of a 4.5 star resort.....even in Roatan.
We loved the Sunwing flight and service. The in-flight manager Heather was amazing and a great representative of great customer service. She is a definite asset to the Sunwing flight team.
Would we go back......HELL NO!
- Official Description (provided by the hotel):
- The Pearl of the Caribbean… refined, precious, endowed with an innate elegance without the confines of time.Are you searching for a refuge in the pure nature?Do you want an eco-Lodge that respects the natural harmony of the elements?Are you seeking absolute relaxation with personal treatment …To you who want the “luna”… Experience…have found it!! ... more less
- Reservation Options:
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- Also Known As:
- Media Luna Resort And Spa
- Media Luna Hotel Roatan
- Media Luna Resort & Spa Roatan, Bay Islands