Best destination resort to date for us!

Thank you Candice Anger from Tripcentral! Grand Muthu is truly a 5 star! Fantastic service! Every employee greets everyone! Staff are incredible at praising each other! Suleidy Ramirez Alonso at front desk is above and beyond helpful! Fabianne and Yisel are fantastic staff at the sports bar along with Oscar at The Infinity Pool! Dinner while having Xavier as our server was heart warming! Beaches were pristine and crystal clear white with long walk out. Don't worry if you go on a full moon and t [... read more]he tide brings in seaweed. They remove it right away! Resort is maintained and spotless! Amazing bar on the beach with a seafood restaurant. Ocean view rooms are Exquisite! Resort is nice and small so no long walks to get where you need to get to. Staff go above and beyond! The shows were incredible. Very talented! I always take gifts and everyone was appreciative and didn't take if they were not in need! Truly humble and honest Cuban people! Brand new resort so it is spotless! Great pools and events for kids. The attention to clients is above and beyond! We have been to many resorts in Cuba and DR. This truly is the best experience we have had yet! Going back in February 2019 with lots of friends! This resort exuberates the pride of Cuba! Big thanks again Candice from Tripcentral for your hard work! If there was a 6 star button, I would select it!

Great Value- enjoyed the stay!

Great setting... room and grounds were terrific Food was above average for Cuba..really enjoyed our vacation Will be booking again in the spring Have already recommended this resort to friends Restaurants were very good- we booked the 5 nights and had great experiences..

Beautiful resort

Nice resort. The food is pretty much the same everyday. Not much fruits . Too much ham and its mixed in even the salad. Not good for people who are vegetarian or does not consume ham. The beach and pool are nice.

Great Hotel

The good: - New Hotel(clean and nice rooms) - Amazing Staff - Amazing Beach - Close to Airport - Great Pool The bad: - Food but that is known for Cuba(very salty as well) - Entertainment could be better

Beautiful resort and beach

Food at buffet not kept hot at all. Food and juice runs out and not replenished at breakfast so go early. Stick to grill station and breads to avoid stomach upset. Staff pleasant like everywhere else in the world nice clean resort to relax or to get involved in activities if you like to. Tiny mosquitoes can be a problem for many Bug spray helps.

WHAT A FANTANSTIC VACATION

We have just got back from Grand Mutho cayo guierello what an awesome place, first l would like to say the staff was amazing especially the entertainers we were so pleasant, the bartenders, servers, front desk was so organized the day of arrival, food was great lots to choice from, they hotel has a few things that still need to get done, like a shopping center the theater, and a few a la carte which will be done by December, other than that it was a wonderful family trip we were there for 12  [... read more]days

Beautiful Resort

The room we had 4117 came with an ocean and pool view, large, modern and very clean. The room had plenty of hangers and more than enough space for all your clothes. It had a safe, fridge and even two umbrellas. Check in was the easiest I’ve ever encountered, no line ups and the rooms were ready when we arrived which was early. The ocean was beautiful with a bar right on the sand. The pools were also extremely nice with a swim up bar, lots of loungers and great continual drink service [... read more]. There was also a fun looking kids pool. You won’t go hungry, there was a lot of different options to choice from but I would have liked to have seen more Canadian meal type preparations. Having said that the food was still good and lots of it. The food at the 24 hour snack bar seemed to be always cold. I personally would suggest they change this to a bbq and cook the food when ordered. I mentioned this to our Air Transat rep and she had us meet with the chief who seemed pleased to have had the opportunity to talk to us. All the people working at this resort couldn’t do enough for you they are genuinely lovely hard working people. I would most definitely go back.

Great vacation

Beautiful resort and will return for sure. The shows we seen were great. The pools are amazing.. the view from the pools are amazing. The rooms are beautiful and very clean the hallways to the rooms look very nice at night with the way they light up.. overall great vacation

Lovely resort with outstanding staff!

It’s new and modern. Sure there are hiccups to work through as it is newer but we still had an amazing time. All staff were amazing. Very friendly, pleasant, professional, and attentive. Food was good to very good anywhere we ate. The buffet (although minimal selection) was good (the fresh doughnuts at breakfast were amazing); the a la cartes were really very good. My only concern is it is not a huge buffet so I have to wonder what it would be like in high season when it is much busier. W [... read more]e were there in off season so it was easy to find a seat and grab a bite. The snack bar by the pool had very good food (the ice cream was so good) with great service and a bar. The beach snack bar wasn’t open due to it being off season. There is a new beach grill under construction directly on the beach next to the beach bar. Beach is awesome! Huge with lots of palapas and chairs. There is some seaweed on the shoreline and in the water but it was never enough to ruin our time in the ocean. Although fighting a losing battle, staff work extremely hard daily cleaning it up. Rooms are modern, very clean and comfortable. AC worked great but the ceiling fan was all we needed to keep us cool at night. The bathrooms have a large rainfall shower with plenty of hot water (no tubs). Our room (4209) had an ocean and garden/kids pool view. My friend’s room across the hall from us had pool view and ocean view with fantastic sunrises (4210). The grounds were very clean and well maintained. The vegetation is young and still maturing due to the newness of the resort. Groundskeepers continue to transplant new plants throughout. Pools were great. We loved the infinity pool which had the swim up bar (amazing staff!). There were games and activities each day that were so much fun. Again, we were there in off season so it was always easy to find a lounger. However, although they were attractive I would prefer the standard blue loungers. Now a shout out to some of the amazing staff we interacted with. Firstly, Roxana in the Cigar Bar. She was the best. So adorable, pleasant, knowledgeable and very professional. We went there each night to enjoy chats with her and drinks. Some (but not limited to) other fantastic staff were Yasmany; Oscar, Dan and Higteaandreo (pool bar); Jose, Leandreo and Leslie (lobby bar); and Victor and Juan (beach bar). All the entertainment staff were awesome. Any of the front desk staff we dealt with were always happy and helpful. And Hector, the manager, was often visible around the whole resort, very friendly and approachable. My minor complaints about the resort are: (1) The public washrooms - many of the wall mount flushers were broken so you couldn't flush. (2) There is minimal shade at the pools with only a few umbrellas and some of them very torn. (3) The walkways at night are dimly lit.

Great Hotel with amazing staff

Great place for a family vacation. The staff was fantastic, the twins ( organizers of the pool side games ) made the whole trip worth while. They really took there time to get to know people. But all in all everyone there was great !!! Looking forward to a return trip.

Amazing Resort

This is our second time at this fantastic resort. It is modern, clean with a great atmosphere. The staff were wonderful a special thank you goes out to Ilian, Ilen, Helen , Pedro and Yosmier for making our trip great. We love them and feel like they have become part of our family, and miss them already with there constant greetings and attentiveness to Michael whom has special needs. The food was good and the entertainment staff were forever trying to teach us some Latin moves. We are already  [... read more]looking to go back in the spring. Can't wait.

Okay resort but wouldn’t go back

New hotel great rooms fantastic shower nice infinity pool poorly maintained beach hordes of mosquitos and sand fleas made life unbearable for a lot of guests hotel should have fumigated the pool area food in buffet terrible and very salty no fresh vegetables a la carte restaurants not much better rigid buffet and restaurant hours nice staff good drinks average entertainment hotel felt anonymous had no vibe 24 snack bar obky ever had 3 good choices

Great People - They really understand Hospitality

This resort was probably the best we have been to in the Caribbean in terms of staff Hospitality. Being in Hospitality myself, I truly value this and wish I could have "bottled" it. There are too many staff to name but suffice it to say that everyone from the gardeners, maintenance, bartenders, housekeeping, front desk, servers, etc. etc. were outstanding. That alone would draw us back to Cuba. The resort itself was clean and we loved the immediate access from the lobby to the stepped pools  [... read more]to the ocean. The resort was new and the rooms were nice. We wish the beach had been closer to the resort. The infinity pool overlooking the ocean was gorgeous and there was a lovely gazebo just below that we observed the sunrise and sunset from! We were fortunate to have an umbrella "guy" save our spot each day with umbrellas. But there was not enough to provide shade to the low capacity let alone if the resort was full. They need to look at this! It is hard to comment on "nature" as it is really beyond the resorts control. The weather was fantastic - hot and sunny the entire week. However, the bugs were very bad and we were not prepared. Several in our party of 7, as well as many others throughout the resort, were bitten badly by small black "no seemes" and many had to see the Dr. for infection, swelling and itching. We heard from others at the resort further down that they "sprayed" each evening. This would have been a huge benefit. The seaweed on the beach was also piled up which we believe may have contributed to the bugs. But again, act of nature we couldn't really complain. 3 out of the 7 of us had never been to Cuba let alone Cayo Coco. We had low expectations for food. Unfortunately, the food met these low expectation. There was little in the way of fresh fruit or vegetables. The food and menus were often labeled as one thing but were actually something different. The Indian restaurant was good but several items were filled with black plastic bits for 6 out of 7 of us and was a total turn off. Although, we told management all they said was they were sorry. 5 out of 7 of us had "tummy" issues throughout our stay, even those that took Dukarol before we left which leads me to believe that there are food safety concerns. There was one "mystery" soup that made one individual particularly ill and we heard from others that they were also quite ill afterwards. The resort did provide us with a lobster dinner free of charge to make up for it. On the last day there was an amazing tomato pasta sauce. We were told a guest went into the kitchen and taught the team how to prepare a pasta sauce. As so many Canadians visit, I would recommend the resort consider hiring a Chef Consultant to come teach the preparation of food and food safety that would meet Canadian expectation and standards. There were also plumbing issues. There were several power failures and afterwards water did not run properly and toilets would not flush. This is concerning as the resort was empty - we estimated it would've been at 20% max. What would it be like if the resort was full? Again lots of pros and cons. We would be willing to try Cuba again but this resort has to step up it's game. It is new and not having enough umbrellas, toilets not flushing, lighting at night not working, snack bar out of food items - even french fries, a la cartes not being open, is not a good sign for low occupancy and a new resort. They have new sections opening in December and we really recommend they look at this. We'd have to see that things have improved before returning. Final thoughts...We just want to stress how amazing the staff is and that alone would make us want to return!!!!

Ok resort

My husband and I went to this resort from the 18 to the 25 of October, the hotel is new in a lot of ways, the staff most of them don’t speak well in English, it’s frustrating if you have a concern or problem, the food is always the same thing, the a la carts were better, but no food anywhere between meals.

Very Good Resort

We stayed to week of October 15-22nd the resort was very clean, our room was excellent lovely sea view.Speciality restaurants food was tasty and well presented. Buffet restaurant was very repetitious but okay. Staff were friendly and the service was very good. Nice beach, it was a little windy while we were there but very warm, couple of quick rain showers not a problem. If I have one thing to criticize it would be that the beach had a lot of sea weed and it wasn`t cleaned up which ment it pile [... read more]d up on the edge of the sea.Pools were good and clean.

Great people, great service

We appreciated the service, the people! The food was okay, rooms very clean and the overall entertainment quite pleasant! The beaches werent the best but Cuban water is still warm and very much therapeutic. Overall 8/10

Not impressed!

First off - we got off the bus - they were herding you through like cattle! After a long day of traveling sometimes you just want to take a minute to catch your breath! Service - wasn't the best...very young and not experienced enough Rooms - very nice - except we had no hot water when we went to have a shower. Next morning we had no water to flush the toilet View - overlooked the pool with an ocean view Food - well it's Cuba - there was always something you could pick Beach -  [... read more]if you have mobility issues - very difficult to get to. Lots of Seaweed you had to get through(once you get there) Pools - they were nice Lobby - uncomfortable chairs We arrived on Friday night - we talked to Air Transat Rep Frank and we changed resorts on Sunday. Frank wasn't surprised with our request. First time to Cuba that we wanted to move to a better resort! Talked to other people there and they thought the same thing with same experiences. This is a resort geared to the younger crowd

Very nice resort

This resort is the nicest one we have stayed in in Cuba , we have visited Cuba 6 times!!! The only downside is the beach is not the beautiful sand we have seen in Cayo Coco but the pools are absolutely great, this is the first time we have gone to Cuba in September but the weather was very nice. The staff were amazing,very courteous, always available to help out always asking if anything was needed. The food was very good from the first day to the end of our 7 day stay. We will definitely go [... read more] back!!

NICE HOTEL, BUT CUSTOMER SERVICE NEEDS TO BE BETTER

Dcam506 Oct 4, 12:47 EDT Hello, I would like to advise of the service that I have received at my vacation stay at Hotel : GRAND MUTHU CAYO GUILLERMO, Cuba, from: Fri Sep 28 2018 to Tue Oct 02 2018. When we first arrived at the hotel we arrived in the Morning around 11:45 am we were serviced and asked to fill out a form, as I filled out the form the reception went to help another couple, I waited for 10 mins as the form only took 30 seconds to fill, but then for some reason she did not  [... read more]come back to us and continued to help the another couple. I found it odd that she didn't come back to us as we didn't even have our key to our room we had to wait and speak to someone else to assist us when we were there before the other couple. Once someone assisted us were advised that we could leave our luggage at the front desk as our room was not ready as of yet but we could enjoy the resort and come back around 1:30pm and our room would be ready. We returned and was advised that our room was ready. We were escorted to the room which was an oceanview rm on the 1st floor. We inspected the RM and we were suppose to have a stocked daily mini fridge with water, beer and wine, That was even done and nothing was in our RM, we called front desk and I spoke to reception I advised her that we were advised that our RM was ready but nothing was stocked in our mini fridge. We advised we would like it ASAP as we were going to the beach. We waited for 15 mins and no one came and decided that were going to the pool to cool off and when we returned around 6pm the fridge should be stocked and it was. On Sept 30,2018 we went to the breakfast buffet around 9:15am and noticed that that this resort did not have many people, My husband got his breakfast and then went over to the bread section and he had to cut his own bread and toast it which is not problem he served himself and sat down when he went back to get more they advised they didn't have more bread and would see with the kitchen we waited 10 mins.... nothing we asked another server..... nothing, I found they would go into the kitchen and come back out and not even say nothing to us and ignore our request. We asked 4 servers and waited 20 mins for bread. I finally got up and spoke to a manager and requested the bread he too spoke to a chef as I was right there when he made the request. We waited again for another 5 mins. I then saw that the chef came out with a plate full of bread and I then advised my husband that it was coming but that is not what had happened, The chef went to the toaster and toasted all the bread and then went to sit down and have breakfast with the other staff. At this point I was livided and just wanted some bread to finish off my breakfast. Soon enough the other manager of the buffet came out with bread and plated it for my husband. I was in total shock that we had to wait for 25 mins for bread at breakfast and that the staff really didn't want to help us. I went to customer service at the hotel and advised of what happened to us she then advised she would speak to the super and would look into it. I advised that I didn't want to make a complaint but they should be coming back to the client and advising of something not ignore your requests. on that same day we returned to the 24/7 snack bar by the pool we viewed the food in the heated display and noticed that everything was dried out and the birds were eating it. I seen a chef and asked if I could get some fresh pasta she replied NO I asked why not, she really didn't have an answer she then went to the bartender to ask what was I asking, I then again asked I want fresh pasta not dried up pasta with meat sauce. I got the feeling that I wasn't suppose to ask for it and to eat was was there, but I stood my ground and became upset. Another chef came out and I advised what would I like, I requested" fresh pasta" he went back into the kitchen he then brought out fresh food for me and my husband on a plate and asked if we wanted anything else we requested a hamburger and fries. He returned with a pork burger and less then 10 fries on the plate. I was already fed up as no one took our drink order and then when they did it's like we had to go pick it up at the bar. I noticed there was a just another couple in the snack bar and a group of employees at the back that was taking up the server's time. I finally got my coke and asked her who are those people she said they were managers and they expected us to service them just like the guests. I was really upset when I heard that. I told her to call the Super over he walked by me his name was ANDY and I kept calling him I finally had to yell "Excuse me" and then he came. I showed him the food that was in the display and asked him what kind of service is this when I request fresh food and was told NO and the birds were eating it as there were no covers to prevent that and I said this is the slow season we paid to be here you work here and get better service then us. He looked stunned and really didn't say much he kept saying I will talk to the staff. I told him If it wasn't for people like me and everyone that comes to this resort you wouldn't have a a job and I just wanted the respect that we should be served 1st not wait until management was done. I felt he wasn't sympathetic or felt empathy for us and never once said we're sorry that you feel that way. I told him If i see this don't you think other guest see it too, Again never once did he say sorry for the service that we received and he basically walked away. We left the snack bar thinking he didn't care and that nothing is going to done. Later on that afternoon we were at the pool bar and we made conversation the bartender and he made a strange request to us. He asked if we could get our room # and sign a blue receipt saying we got 2 cases of Heineken beer. I asked why, he said that we forgot to get a signature from the guest and a room number so were asking if you could help us out. I told him i will not sign that as I will not take responsibility for someone else for 2 cases of beer. I don't know if maybe the employees took the beer and wanted the get the guests to sign for it. When me and my husband went back to our seats that really left a bad sense that something shady is going on. Through out our stay we continued to see ANDY the super and not once did he ever come to us and talk to us and say how can we make your stay better. It really bothered me that i paid so much and not even did this person who has a management care about his guests. Honestly I really think ANDY has no people skills and social skills and should not be working at a super if he can't interact with guests. We did speak to other employees there and they also told us that his a big Asshole and thinks that he is better than them. The night before we were leaving we went to reception and asked how much it was to have a late check out since check out was at 12pm our flight was at 10:25pm they advised 10 pesos for hour if you wanted to check out by 5pm and you had to book a shower time. I advised that we had a few problems with our service and we had spoke to Andy about it and we felt that we should be able to check out at 5pm and not pay anything thing. Reception advice to speak to customer service again and they would help me. I advised that I have done that already and nothing was really done about our service that we had. They persisted that the only way to request a late check out was to speak to customer service again. I then spoke to Wani at customer service she was empathetic, sympathetic and really nice, Just talking to her we felt appreciated and heard. She asked the questions that the Super should of asked us. What can I do to make your stay better? we asked for a late check out and she said no problem i do that for you and you will not be billed for anything extra. Wani from customer service came to our room 20 mins later with a bottle of champagne and a note to advise that the hotel was sorry for any inconvenience. I gave her a hug and told her thank you for being a good person and went on to say I know our complaints our small but it did make a difference in our stay and our thoughts on this hotel, I also went on to say I was thinking that we will never come back here again and after talking to her I would go back, WANI is wonderful and she needs to the supervisor not ANDY. Also we didn't like how there was alot of maintenance around the pool like hammers and banging, painting of decks which when we walked over had our feet were red, and most of all NO entertainment shows at night. If I would of know that I honestly would have not booked this hotel. I just found that after dinner around 9pm there was nothing really to do since the shows were pretty much cancelled as they were renovating the stadium, But they did have some lobby entertainment but nothing compared to the nightly shows and dancers. On our last day we did go see the Sunwing rep and he advised any problems to see customer service or the Sunwing rep on site. I told him I'm not the type of person to complain about the resort and wasn't aware to go to Sunwing to help, he advised the would take our concerns down and advise Sunwing. The resort is beautiful and the pools were great. I just think that the Management should talk to there guests more and not be so high on there horse. I noticed this alot at this location. The staff like the bartenders and waitstaff were social with guests, along with the cleaning staff everyday they would greet us.

Amazing resort

Absolutely loved it the grounds, views,the people,rooms everything the only thing would like a more verity of food , l know its Cuba but its 2018 ..and maybe they should spray the grounds around evening time because of mosquitoes.