Melia Marina Varadero

Dear Fred, First of all let us tell you how surprised we are after reading your comment about the evacuation process of our hotel during the hurricane Irma. Judging by your comment, it seems that you did not stay at the hotel Melia Marina Varadero during this event. In the first place, you say that the staff was overloaded: Please, remember that there were more than 500 guests evacuated who at no time lacked any kind of food, water, any kind of drinks, electricity, medical assistance or a safe place to take refuge from cyclone. Of course, this generates a lot of work in order to offer you comfort and safeness to you. Even so, we do not remember to have show any aspect of overcharged for our customers that we always try to cater nicely in every moment. Secondly, you said we locked you 14 hours in a room. Well sir, we insisted and we keep insisting that none is the responsible of such natural disaster who had a duration of 17 hours en Varadero. You were not locked you were evacuated in the safest place in the hotel to keep you safe and with life, we tried in every moment to keep you wel informed about the situation. Regarding to the air conditioning, we informed you several times in both idioms, that there were not electricity outside, in this moment we were generating electricity with a limited reservation of fuel, which had not enough to afford the air conditioning. On the contrary, if we had activated the air conditioning we would had no fuel enough to guarantee electricity during all the night and no electricity to cook the food for you and during the night with out any light... could you imagine such frightening situation? Regarding to the staff and management, we remind you that the most part of the staff and management we never slept in three days taking care of this situation... The entire management, families, staff, guests, babies, old people, everybody we spent the cyclon in the same place like you under the same conditions. We cannot understand your impressions in this regarding... because dear sir, this that you are telling in your review never happened. If at any time part of the staff disappeared from the room was in order to review the conditions of the hotel during the hurricane, putting their life at risk, in order to return you to your rooms as soon as possible. It is surprising, that although most of the customers congratulated us and thanked the effort due to the circumstances, the seriousness of the matter and the dangerous of the hurricane, your impression is totally the contrary. We invite you to visit the social networks, where the people upload their congratulations and even a video to pay homage to the staff for their work during the hurricane. It was a pleasure for us to keep our guests safe and secure during the storm. And of course we do not expect medals or recognitions, we are professionals who know what we have to do in each of the circumstances. But we do not expect reactions that are so unconstructive. Best Regards, Fernando Preto Guest Experience Manager