Disappointed

The main hotel lobby, dining areas, bar and entertainment area were esthetically superb. The pools, lounges, pool beds and pool bar were wonderful. The pier at the beach was well done. The tiny sand entrance to the ocean water was not sufficient. To have to go so far to get to the main beach was ridiculous. The snack shack had extremely poor service. Accommodations were poor. At first we were in building 01 which was too far for me, my daughter and granddaughters to go back and forth to the  [... read more]the main buildings and pools. There was no running water in my room. The toilet was disgusting- plugged with you know what. I asked to be moved to a room closer to the main area and with running water. This happened the next day at 6 pm. Very bad to lose a whole day. Compensation required. The new rooms were very nice- spacious and clean. They didn't have amenities such as shampoo and soap. Tripcentral would have known this beforehand and could have let me know so that I could have brought a bar of soap. Poor. An all inclusive 5 star hotel should have had a minibar stocked with water, pop and beer. This one had nothing. There was one bottle of water in the room and when that was gone I had to go all the way to the lobby bar to get a glass of water. They didn't give out bottles of water. Poor. The food was terrible and I'm not a fussy eater. Example- the bacon was basically raw and if you wanted it cooked you had to get in line at the omelet station. The main buffet area was nice but it was filled with flies. You had to constantly swat them off your food and that was a losing battle. I've never had to deal with this before anywhere else. The long lineups at the lobby bar were too much. One bartender most of the time and people ordering specialized coffees and specialized cocktails which take prep time. Sad and frustrating. The hotel staff were very nice. The desk people worked very hard trying to deal with everything and I give them a lot of credit. Generally speaking the resort wasn't ready to be open and this should have been communicated. There is no way I received value for the amount paid. This was my first time in Cuba so my expectation level was based on Cancun and the DR. I won't be going back. Note: I am not a fussy or difficult person whose expectations are high. I am no perfectionist in any way and I have never had to write such a poor review. The airline was terrific. Very pleasant flight attendants, nice clean aircraft and flights departed and arrived right on time. Full marks to Sunwing. Eliana at TripCentral was a delight to work with. She got back very quickly several times with answers to my questions.

Not a good place

It seems that they have great issues securing basic supplies for cleaning and maintenance. The food at the buffet is full of flies, the cucarachas are running on the floor and the walls by the trays with the food. There is no awareness about dietary or ethnic restrictions. Unless you are at the buffet when it opens you don’t find some of the basic options or you can’t eat it anymore due to the bugs. The towels or bedsheets are not being changed the whole week. The hotel has no beach or ac [... read more]cess to the beach. It has a strip of sand behind a deck. The pools were decent but they had no products to clean the edge of the pool so that was yellowish. No pool service, no drinks other than rum. Everything is old and not maintained. More than this it is obvious that they have limited training or awareness of safety practices. They use glass even by the pool and a few times when things broke they picked what was visible and pushed with their foot the small pieces to the drain or side area.

Don't recommend

Although the resort itself was fine, the food and drinks were not. No milk for cereal, no butter, usually no milk for coffee, no roasts, etc. Not many drinks available so usually drank beer even though normally it would be mojitos or pina coladas. An abundance of house flies as well. Staff were great though.

Sweet and Simple

Room-Swim out suite with personal Plunge pool building 7 Pool on front side/beach party on back side. Private but not the quietest. Suite was amazing, 2 bathrooms,double sinks,2 tvs only one worked. Lights in closets but not working.Air conditioning worked great!No issues with water at all at any time. Plunge pool was not cleaned once not clean nor usable. Reported and requested but not addressed. Maid service-basics completed daily, had to ask to make sure water restocked. Friendly service. [... read more] Buffet-Typical Cuba menu, rice,chicken,fish,papaya, pineapple some days. We did not go hungry and love Cuban food. Since covid. Lots of shortages. No milk a few days,no beef,no variety or consistency. Best chocolate ice cream. Al la Carte(Gourmet) Very nice, good food,great service Lobby bar- Poor service, seemed very unattentive and disinterested in any requests. No consistency with coffee or mixed drinks. Each mojito and coffee made differently and often did not have what you previously ordered. Front desk- Sometimes okay service. Again showed disinterest in what you were asking. Did not receive our wake up call, when we mentioned this were told l,sorry no bellboy until 7. The entire resort had a major house fly issue. Hundreds in buffet, lobby areas. Pool- Clean, fairly small but sufficient. Pool bar seemed great. Music played from 10am-430pm daily extremely LOUD. Entertainment- We did not attend but heard great things SPA- services reasonably priced, wonderful staff 24 hr Snack bar- Most times offered only one thing. One day was a giant bun with a half a piece of cheese. Only fries 1 day out of 7, hotdogs no bun one day, deep fried chips one night Main Buffet- great,friendly old school happy welcoming Cuban service from Ideky and Luis. They made our trip. Boardwalk- Different than we are uses to but loved the wildlife and nature. Pelicans, fish,great white herons,amazing snorkeling,lots of fish,starfish Pathways-Low lighting at night Mostly sounds negative however overall this resort had everything WE needed. Most of the things didn't bother us or affect our over all trip. We felt the impact of covid on the people of Cuba and the economy. Shortages,lack of resources for workers, understaffed.

Iberostar Playa Pilar Feb23, 2023

2nd time at this resort since March 2020 when Covid shut it down. We were 2 couples on vacation for a week and enjoyed the dining, a la carts, amazing beaches, entertainment, bars and staff. We were in the furthest bungalow #1 on the 3rd (top) floor. The walking and climbing stairs was fine but at night the stairs were very dark and we needed a flashlight. Our room was great but the mini fridge was empty and they told us that they do not stock the fridges. Well, they did in March 2020 so we  [... read more]were disappointed but what can you do. Otherwise a great week in the beautiful sun and turquoise waters of the Caribbean in Cayo Guillermo. We will definitely be back soon for a 3rd time.

Great location, But.

Food was OK, mostly bland but knew that from previous visits. Shortage on lots of items. No eggs for breakfast. Staff was great, but there were frequent power outages, and they turned the water off between 2am and 5am. very inconvenient. Resort definitely needs a reno, lots of broken things, no handle on patio door, with no handle made almost impossible to latch. Low water pressure. Room very dark, some lights worked others didn't. Toilet not secured to floor properly, and shower control h [... read more]andle keep falling of. Nightly entertainment in the front lobby was great, to bad they don't enforce the no smoking rules in this area, had to leave because of the cigar and cigarette smoke.

Unfortunately Disappointed

This was my 5th trip to Cuba, so we are used to the nuisances that come with travelling to this area. That being said, I was disappointed with a few things, some of which may be covid related supply issues. The buffet had extremely limited menu options which only changed once, possibly twice while we were there. While we don't watch much tv while we're on vacation its a nice feature to have between beach time and dinner or going out, or just relaxing at the end of the night. Our TV was broke [... read more]n, we asked them to look at it, and it was fixed once. However turning the TV off reset whatever repair was done. We asked multiple times if they could look at it, but no one did. Staff on certain days were slower than the normal Cuban lifestyle. Every resort I've been to always had beer and pop in the room fridge, but this resort didn't. Could be a hotel thing or a supply chain issue, just another one of those nice to have things. The good, it had a cool boardwalk, the pool area was interesting, its a smaller resort which we liked. The Japanese restaurant was pretty good. Limited menu, but the entertainment was excellent.

Love this place!

This hotel is in such a beautiful area, water is so clear you can see all the fish, Baracuda, stingrays, needlenose fish, etc. Playa Pilar is a must do. The staff try so hard to please us with everything, yet people still complain. Shortages of food and supplies are real, but maybe if people didn't waste so much food, they wouldn't be running out! People also leaving their dishes and glasses all over the place, clean it up! Staff have enough to do. Overall we had a great time and will be back.Be [... read more] prepared and know where you are going.

Had a Great Time

We travelled to Iberostar Selection Playa Pilar Jan 7th – 14th 2023. After 25+ trips to Cuba this was our 4th time to this beautiful resort and as always it didn’t disappoint!! With beautiful surroundings and genuine people! you cannot go wrong with choosing Playa Pilar to spend your vacation! Very nice accommodations, great ocean views from most rooms, a good selection of food to choose from and of course the weather is much nicer than Eastern Canada at this time of year! We found the eff [... read more]ects of COVID to be minimal during our time here, a couple of supply chain issues like what we have at home but not a deal breaker. With that in mind just come prepared with condiments you like such as ketchup, mustard, relish etc. Maybe pack some tissue, an extra beach towel and you are good to go. But as beautiful as this resort is it is the wonderful hard-working people there that make it a Gem in Cuba, folks such as Wilber, one of the bartenders at the Snack Bar, always a “Hola” and smile, quick with a special drink and a story. My friend Yadier on the front desk, funny, caring and always helpful to everyone. And of course, Yenia in customer service, she is one of the most caring persons you will have the pleasure of meeting here! A definite asset to the Iberostar Team and they are lucky to have such a person. We will be back!! Cheers!! Dapa81

Meh

In one word, I would have to say the resort experience here was underwhelming. I had never travelled to Cuba and though I was lowering my expectations, so to speak, from other all inclusive resorts, this resort was simply “okay”. Our room was clean enough and stocked with necessities (hand soap and toilet paper). The patio door did not lock though being on the third floor it wasn’t too much of a concern. Not enough loungers by the pool - many were “reserved” in the evenings by p [... read more]eople placing a towel and a rock on them. Pools were a generous size and the boardwalk/beach area was beautiful, though again, lacking in seating. You could walk out in the ocean quite a ways and it was definitely the highlight of the resort. Wifi available in the lobby only and this was very spotty at best. Food wasn’t labelled in the buffet, the variety of beverages was lacking and there were always constant lineups. Waited in line for everything! Only one food option available during the day - when the buffet was open the snack bar was closed and vice versa. Would often order food at the snack bar and after 20 mins or so, would still not have received our order. Constantly running out of food (fries and hot dogs). Very limited options at the snack bar. Again, a lot of waiting! Could never get a towel poolside…recommend you bring your own. Could only book one a la carte and the food quality was simply fine. The resort “shop” sold not much more than cigars and cigarettes, so pack your necessities and change of clothes/footwear in your carryon in case your luggage is lost/delayed. Playa Pillar beach was stunningly beautiful and a short walk away. While it was nice to get away from the frigid Canadian winter and spend time with the family, the resort services were just “meh”.

Disappointing

Terrible experience. Food is poor, same every day, hard to get food between meals. Buffet is disorganized, not enough tongs, guests are generally rude and push you around. Not enough pool/beach chairs for the number of guests. Smoking EVERYWHERE, you can’t get a drink from the lobby bar or line up for the buffet without inhaling a bunch of smoke. Grounds keepers are creepy and will peer into rooms when nobody is there, presumably to see what they can steal, they will also try to sell you off b [... read more]rand cigars, etc. if you drink, don’t expect much selection. Coffee is either too weak, the staff don’t even tamp the grinds for espresso so it’s basically coloured water. Pools are okay but small. If you have a bad weather day, there isn’t much to do. There are no trails or anything adventurous much to do in the area unless you want to spent a fortune on an excursion, there’s one road with a bad camber, it’s safe to run on but gets boring quick. Would never go back here, and definitely would not recommend.

Not bad.

Been here a few times, staff are great. Some small detail care like paint, caulking, mirrors without rust would go a long way to make it really nice. Our AC didn’t work, told them a few times and it never got fixed. Food has gotten better over time, drinks are good. There was no cola but that is t a resort issue it is in shortage in Cuba. Better lighting along walkways is needed for heading back to your room. But overall a decent place to spend a week.

Iberostar Selection Playa Pilar NOT worth to be given 4+ star

The hotel itself was not as pictured. To begin with, the swimming pools were close to green dirty colour. The food selection was not enough and when they salt the food - they put tons of it. The a-la carte restaurants were not great as well - it’s the food they serve in the daily buffet but just placed it in a nicer portion and plating. The workers maid, servers and gardeners were amazing people. Would I come back to this Hotel? No I would not and would not recommend it to anyone.

Think twice

Hotel not terrible but could be better Pool with swim up bar turned green day 2… the rest of week everyone went to beach. Beach/boardwalk nice…great snorkelling and lots of shade Rooms - you had to use 2 hands full strength to open patio doors (a friends room the handle broke because of the force required) patio doors didn’t lock and there was climbable metal lattice up to them No handle on the patio doors from outside so you couldn’t close the door if you wanted to sit out. Toi [... read more]lets barely flushed A friends safe didn’t work In His room. When he went back to room mid day he found the maid with his back pack open in her hands. when he returned later. He counted his money and found she had skimmed $80. He confronted her…long story short she eventually admitted it and gave it back. (How many more did she take from) Had $20 skimmed from our locked safe. Met 2 others who had money stolen from their safe I will give them credit - they did take a report and were investigating the thefts. Seemed to take it serious Food not the best. They did have a grilling station. So you could get by with chicken or pork with salt and pepper. Good bread! Pretty much had the same thing every day In their defence it was off season and the resort was maybe at 25% capacity. So I can see limiting the options to prevent waste A little disappointed with the beverages although all the bartenders were super friendly! First drink I ordered was a strawberry daiquiri and they didn’t have it…never knew what was available day to day/bar to bar Also, there was no consistency in how each drink was prepared, you never knew what you were going to get…too sweet, to tart, watered down or just right Again the options I can understand as supply availability is still an issue. The resort does have potential… If you are thinking of going try it in peak season. I think Maybe the combined off season/COVID effects were the majority of the problem which I can completely understand. Just keep an eye on your money, and hope they have addressed this issue

Great family resort

We spent our 7 days at the Iberostar Selection Playa Pilar and were pleased with the overall infrastructure and service of the resort. All the staff are exceptionally friendly, helpful, and hard working. We were very grateful for every measure of due diligence in attending to our inquiries, requests, and sincere efforts in accommodating our concerns. There is however an evident shortage in a few things. Please bear in mind that in light of the pandemic, this resort and its staff have given 1 [... read more]00% of their very best. It would be helpful to carry these items for your comfort: - toilet tissue (runs out during the course of the day in the main lobby areas) - paper towel/dinner napkins (if you consume/rely on a lot of serviettes while dining) - wipes (baby wipes, or sanitizing wipes) - condiments of your preference - water/thermos bottles - snacks that will fit in your luggage (especially if you have children) & cup noodles (wish I did this!) - first aid kit & medications, extra hygienic items, etc. The resort itself is a great size. You don't feel crowded or lost by the layout of the whole place. We had a large room with 3 beds and it was comfortable. Bring a comfy light sheet. The beach is beautiful! A lot of fish underneath the staircase leading down into the water. IT IS NOT A STRETCH OF SAND FYI. It would help to bring water shoes so you don't get cut by the beautiful corals. The food is fair. I stuck to a lot of grilled pork chop, and grilled tilapia with rice, squash, and avocado; fruits: I had a lot of guava, and mango/guava juice to drink. Thank you Iberostar for a wonderful week with my family!

Another fun, sunny Cuba vacation

Beach, pool, bars are great. Food is regular Cuba resort minus the free lobster. My other 7 Cuba resorts have at least 2 lobster dinner. It seems there was no attempt to control bugs such as the many flies in the buffet area and sand fleas which are hard to detect. The resort is subpar for an Iberostar. there was a lack of maintenance such as sliding doors which do not lock, safe with no battery, the toilet design (brand) is bad, and maintenance of the toilet is badly needed. The room its [... read more]elf is quite spacious and nice. There is no disco but the nightly entertainment was quite good.

Hotel is struggling

Hotel service in general is struggling. We had several issues however we made the best of it. 1. Room towels were limited. We had to speak to management to get some and when we finally did, they were not replaced everyday. 2. Beach towels, same as above however these were not replaced the entire trip. 3. We had 2 rooms 318, 319. Both rooms had the following issuses. A. Shower heads did not have cold water. When you switch on the cold water, nothing came out and hot water basically trickled [... read more] out. We needed to bath kids using a glass, we would fill water from the fauset and carry it over to shower to rinse. We complained and on the 4th day, we finally moved into other rooms which had running water coming out of the shower head. 4. Phones and room safes do not work. 5. We believe we had some sort of bed bug in the first two rooms. Bites all over legs. 6. If you like beaches, DO NOT GO TO THIS RESORT. I cannot stress enough how this beach is not your typical sandy Cuba beach. There is no sand ANYWHERE, Just rocks where theyve built an elevated walk way. If you want beach, this is not the place for you. 7. Main pool was green when we arrived. They unfortunately did not have chlorine and cleaning Agents until day 3.

Disappointing

Let me start off by saying the staff was wonderful at the Buffet and beach bar. The room was a good size but could not open the screen or patio door half a roll of toilet paper one bar of soap in seven days my towels were never changed in my hotel room. I got my beach towels changed only one day. If you enjoy long walks on the beach don’t bother staying at this hotel because you cannot walk on the beach you enter the water from a pier. The staff work so hard the problem is management. I would  [... read more]not recommend this hotel

This is a very poorly run hotel

I have never written a review on a hotel except for this hotel. We just returned from a ladies week away. Save your money or choose another hotel. Hotel rating given is a one star at the very best. We believe that the higher star reviews have some how been paid for from an inside source. Issues: poorly set up check in process, no air conditioning in the buffet, flies landing on the prepared food, some of the staff seemed very, very unhappy and not easily approachable. We saw time ov [... read more]er time that Spanish speaking people were served before the Ontario ladies. The rooms: Upon check in, one of my friends was placed into another building. My other friend found someone else’s hair on her floor. I had bugs jumping on me. My pillows smelled like vomit. The balcony door could not be opened. My electricity in my room kept on shutting off. They actually ran out of toilet paper. Many other shortages. No diet pop only Coke, Sprite and Orange. If you are diabetic, good luck! They refused to hand out plastic bottles. but they gave you one bottle of their purified water, per day. Pool: Main pool turned green and they did not correct the problem for more than two days. Beach towel service was almost non existent. During our week I could only exchange my towel once, as they stated they had no clean towels. Walkways at night had little to no light. Very dangerous to walk our friend to her building. Beach: Athough they built a nice pier, the steps to get into the ocean were very green and slimy making it very dangerous to get in and out. Why would the staff not clean the steps?? Shame on Iberostar for not properly maintaining this property! Shame on Iberostar for making our time in Cuba horrific.

Great location, resort was very nice, beach was amazing! Food not so much.

The location is great! The beach is absolutely stunning and has great snorkeling right off of the beach. IMO no need to even go to Pilar beach next door as it's the same beach quality. Diane at the swim up bar and Yenia at customer service were super nice and very helpful. I would recommend going here but my only complaint is the food. I'm not sure you can fault the resort itself as I know supplies are hard to get in Cuba and food is not ever a highpoint in any Cuba resort review. A la carte res [... read more]taurants were average. The buffet was lacking in variety. We had omelettes for breakfast daily which were the best choice in my opinion. However lunch and dinner were scarce for options except for the last few days we were there they were grilling chicken at the snack bar for lunch and that was good. Snack bar only had ham and cheese sandwiches / french fries as their only options the whole week we were there. Overall if you're willing to skimp on the food options and choices the resort and beach are extremely worth the visit.