Very disappointed

To start off, I must say that I only book adult only resorts. This was advertised as one so I didn't see any problems . Once we arrived we were greeted with a screaming child in the lobby, then 3 children outside by the pool ( didn't see an adult with them, but they definitely were speaking French) jumping from sun lounger to sun lounger by the pool. Immediately I was extremely disappointed and felt very misled and cheated. The rooms were clean and the bed was very comfortable. No complaints th [... read more]ere. The buffet is typical Cuban buffet with the food actually quite tasty, but bring your own spices. Even salt was difficult to get out of the shakers due to humidity. I guess they don't know the raw rice in salt shakers to absorb the dampness in the air. The pool areas were kept clean, but there were piles of undissolved chlorine on the bottom of the pools. I actually thought it was sand at first, but the pool boy told me differently. The staff were friendly as Cubans usually are. The resort was probably around 85% french speaking Canadians and were in no rush to speak to any English speaking Canadians which was very sad really. The beach leaves a lot to be desired, so we went by bus (5$ round trip) to Pillar beach and it was well worth it. We had a great lunch at the restaurant there, and were served the best mojitos I have ever had! The resort didn't have mint for mojitos so it was nice to sip on one at the beach. All in all, with the black flies, sand flies and sand fleas, the misleading about children at the resort etc, I would say it's a 3 1/2 out of 5. I don't know what the steps are to ask for partial money back, but I definitely am. I book adults only because hearing other people's little ill behaved children shriek and sit at all the stools at the swim up bar, temper tantrums in the lobby and dining room was definitely NOT in my plans for a holiday. I work hard and want time away from other people's terrors.

Barf

I want to be positive as we travel to Cuba quite often. We tried a different area. I respect it’s a poor country but we are charged a lot. Putting that aside. I was so grossed out. Our bedding was stained. And towels. Apparently we were lucky to have hot water. We avoided the hotel next door because it was kid focused. But we found ourselves visiting quite often for the life of the resort. Also their menu was much better!!! Ours was like a seniors home. No activities. No entertainment aside f [... read more]rom New Year’s Eve. The food was classic bad. Which we knew going in. We try to support Cuba but this was the last resort. Dirty sheets and towels was our limit. I have to say tho, this is the first time I have booked with trip central and I am quite impressed with their service and quick response to emails.

Nice resort

Elegant and well maintained resort. Service is first class and food is in general good, especially if prepared on place. In contrast, food in specialized restaurant- Mediterranean was terrible. Room was clean with fantastic ocean view.

Property 8 - Service is a Zero

Property and food were OK. But the service was horrendous. Everyone always looked miserable and looked bothered when asked for anything. There are several other hotels in Cayo Coco to choose from. We will never stay at a this hotel again.

Our Experience

Check in was good. Polite and professional. We were very surprised to see many children as this hotel was listed as an adults only on the Trip Central booking site. It is also listed as a 5 star resort. I would rate it a 2 star at best. The lobby to the hotel is beautiful with lots of comfortable chairs and sitting areas. The children at the resort use the lobby as a play ground. Not unusual too see 5 to 8 children running around the lobby playing tag and games even during musical entertainment [... read more]. The room was standard and serviceable. The AC worked very well and our maid was helpful. Had the same bedding all week and beach towels as there were NO clean towels anywhere. We considered ourselves lucky as some folks didn't have beach towels at all. The room had a coffee maker but had to beg ($$)our maid for coffee to put in it. The food was typical Cuba. The bars had good service. The only mixers available were juice and Fanta soda. There was no wine all week except for Christmas Eve. All good as long as you wanted beer, coffee or water. We travel a few times per year and have experienced many different levels of service and quality at resorts. I would rate this hotel service and quality at 1 out 5 . There are so many simple things that could be done better here that would make the hotel a better place, but no one seems to care to make it happen.

Beware

This resort had no water for 4 days out of the week They had no drink mixes there was no fruit or vegetable. If you can eat fish all week you would be ok. The beach was all rock if you go bring water shoes had to take cab to another beach.

Nice resort

Beautiful place, food was amazing, we thoroughly enjoyed our meals. It is not a good choice for people who prefer beach over pool, you have to walk quite a ways to sandy beach, Water is very beautiful, we got 4 windy days from hurricanes off Florida coast but still managed to get a nice tan. 1 full day of heavy rains. Shortage of clean towels for room only once were ours changed, also toilet paper was scarce, the maids did the best they could. Beach towel was never changed , we managed as we we [... read more]re enjoying the beautiful infinity pool. The staff was amazing and so were the gusts it was quiet for the first few days then got considerably busier. I suggest bringing towel and toilet paper for emergency use, but definitely recommend this resort, quick side note as of November it was no longer adult only, we did not know that,. There were a few kids but well behaved .Highly recommend the Cuban, international and Mediterranean dinners, they were fabulous, can’t comment on shows as we did not see them , as they were in the lobby

Beautiful Resort

Well maintained resort, beautiful pools. Staff were very friendly and accommodating. The staff went above and beyond to make our experience a great one! Would recommend this resort if you are in need of a relaxing vacation.

Amazing Time

Was our 3rd time at this resort love it that’s why we keep coming back staff is amazing Abel at the swim up bar and his family has become our friends made our stay amazing anything we wanted he made sure he had it for us overall an amazing trip and resort

Decent Resort

The resort itself is decent. Almost all the staff are amazing. The “beach” at the resort is pretty nonexistent and you need to either walk down to the right or left for any type of beach area. Pillar Beach down the road is breathtakingly gorgeous! Highly recommend visiting there!! The huge downside to this resort is the food. Now I know it’s Cuba, but the fact that there was hundreds and hundreds of flies on all the food in the buffet was disgusting. Either cover the food, or eliminate th [... read more]e problem. Some of the food was also recycled so many times that it no longer even resembled what it was supposed to be. There was scrambled eggs on the buffet that were literally dark brown!! Yuck! We met multiple people who got sick while there and it took over a week for my husband’s stomach issues to finally go away. The only saving grace was the hamburger (which is more like chicken?) and fries at the snack bar…this is literally what we ate all week. The drinks were all amazing and I was honestly shocked at how good they were. The infinity pool was a smoggy green color, even though there were maybe only 10-15 people using it daily. The view from our room was amazing (block 8) and we loved sitting out and watching the ocean. We even got the treat of a thunderstorm the one night. We also had small random items go missing from our room including some of my husband’s meds that were in the safe… Due to the many downfalls we experienced, we would not return to this resort. Ps all the landscapers worked so hard and were all amazing men. If you are going and can spare some socks for them, they are in desperate need!

Relaxing Getaway

Overall resort layout was great. Many areas to lounge with pools on 3 levels. Beach access was limited with rock close to the pathway/bar, you have to walk down the beach a bit to get a chair, so bar was not easily accessible. The food was typical and always a good qty with various options, as picky eaters we managed just fine (be aware there is a lot of flies), yes we have flies but what you would expect…it’s x10. Service in the snack bar and buffet was great most of the time, in the lobby  [... read more]not so great. Overall we had a good time, it was a nice place to relax but should mention the music was really loud on the middle level daily close the snack bar.

Cuba 2023 Grand Muthu Imperial

Small resort, very clean. Food was as you would expect for Cuba. You won’t starve but very limited selection, and oh my the flies!! Beach left much to be desired full of seaweed, and a good distance from the resort. Had a great week of beautiful weather. I won’t go back to this resort simply because if the beach situation.

Vacation!!

The hotel /resort was beautiful! Wonderfully appointed,spacious rooms with a large balcony. Absolutely loved the infinity pool! Service was amazing! I definitely will be a repeat customer. The weather was amazing and I loved my first trip to Cuba. Unfortunately,I didn’t do any excursions outside of the resort as my trip was all about relaxation!

Gran Muthu Imperial

We were disappointed. People lovely but…….no beach towel exchange (ever) Fridge not ever restocked. Many trip hazards not visible. Beach misleading in description. Food adequate but disappointed with lack of fresh fruit drinks etc. adjacent GM property had lots and many more options. Would not recommend.

Do Not Go to Cuba!

I can’t believe a 5-star hotel in Cuba can be sooo dirty! They definitely have misunderstanding on 5-star. The first day when I stepped into my room, the toilet flushing water spilled everywhere and it kept flushing, loud and gross. The 2nd day when I tried to call the front desk I realized the phone was not working. from 3rd to 5th days, the lights were all off in the hallway, super dark! The buffet place has tons of thousands of flies! They’re everywhere, on food, on plates, drawn in juice [... read more]s, on tables. Every single table on average has 5-10 flies! And the food lack of diversity and taste bad.I got diarrhea everyday! And the travel agency sold me the same excursion twice because they have different names! Also over charged me. It showed the prices were USD85 and USD90, but he charged $90 and $95, I asked him why, he said because it’s converted to CAD. But my credit card showing he charged me USD90 and USD95! I also got bug bites all over my body. I counted, 48 bug bites! Not sure it’s from bed bug or other bugs, but I’m sure it’s different from the other 6 mosquitoes bites on my body!Unbearable. I will never ever go to Cuba!

Disappointed

I usually don’t write reviews but will make an exception for this one. I was very disappointed in this resort mainly for the price I paid. Pros- beautiful resort, clean, friendly staff. Cons- power went out 3 times, lost water in whole resort for a day, no clean towels and had to beg for the ones we got, maids would pick towels off the floor and hang them out on our patio to dry, room not cleaned for 3 days straight, there was hair in our tub from day one and remained there until we went  [... read more]to customer service and asked to have tub cleaned, had to beg for toilet paper, closet didn’t work in room which made it difficult to get into bureau and safe, brand new coffee machine in rooms but no coffee pods, food was very limited, no fruit, butter, pasta, bread periodically and what food was there was cold no matter if you were the first ones there, no white wine, beach was the worst I was ever on, no beach buffet which was advertised in brochure, entertainment terrible, the girl dancers looked like they didn’t want to be there, animators spent most of their time partying with there friends rather than try to keep guests entertained and who does Zumba at 5 pm

Nice Quiet Vacation Spot

Staff was very nice and always willing to give a hand. For the price, this place is awesome! Only minus was the room needed a bit of cleaning; the bedspread was not clean and there was only one bed sheet. All good, after asking, we got a second bedsheet and we put away the bedspread. Weather was nice, turned out we didn’t need it. Food wise, we always found something we liked at the buffet. COVID wise, there was no use of masks at the resort or in the bus to and from the airport bu [... read more]t that’s seems to be inline with what’s being done everywhere else. We brought our own hand sanitizer and used it whenever it was needed. We did a. one day trip of off the resort. The rhum, cigar and sugar tour was worth every penny of it!

Sorry, not going again!

I knew about the food; was hoping hygiene would be good. It was terrible; the buffet was full of flies. Visited nearby resorts, they were both better. Their beaches and restaurants were cleaner, unlike HGMI

The place is shit

We’re got there had no hot water and are fridge didn’t not work I have meds that need to be keeped cold we went do to the front desk three times the first night and nothing got done then we had hot water for two days then back to cold and one day for a bit of it we had no water then food was so bad we couldn’t eat it most workers were ok others were not happy to be there or get a tip bugs on the floor well eating I would never go there again

Good value

Hotel was at about 40% capacity. No line ups, however sometimes felt like skeleton staff. They did a great job rushing around getting things for guests though. Some restaurants were closed.had to request drinking water in our room most days, beach bar had no beer fir a few days. But really good value and great staff.