Beautiful Resort

The resort was beautiful. The staff works really hard and do their best to please everyone. I was not impressed with the food. As a vegetarian I usually can always find something to eat. The food was bland and there was very little choice. They ran out of eggs. Lizards and frogs were in may of the rooms.

Sercotel: Amazing for kitesurfing

The hotel is correct, the service is poor. It was hard to get a cup oof coffee in the morning... in fact, it was hard to get cups and glasses... The rooms are due for repairs, but it probably won't happen. The good point is the location and the beach. It is perfect to learn kitesurfing! The ware is clear, the view is amazing!

Mediocre

Booked last minute no time to research, after 30+ visits to Cuba this one was the worst hotel. Food was acceptable but lack of plumbing, towels, cutlery, one bottle of water as per hotel policy per week and awful service in the buffet and not the generally good vibe you get in Cuba I wouldn’t recommend. Not fussy but expect the necessities would rate it a 3.5 out of 10.

Amazing staff!

My family just returned from this resort and we had a wonderful time. The staff was friendly and very welcoming. The rooms are clean, the beds are comfortable and the star rating is accurate. This hotel and area has come a long way after recovering from the hurricane. If you are looking for a smaller resort with a beautiful view and are not fussy with perfection, this is the place. We met so many nice people from so many different countries. The staff are what truly made thus vacation extr [... read more]a special.

When improved does not mean nicer or better

It was our second time in this hotel. On our first trip I found the beach small, but beautiful, charming, picture perfect. Now the beach is expanded, well, there is much more space for kite surfers, but overall look somehow is not as mesmerizing as before. The hotel was repainted and the colors are not so cheerful. The other areas of the hotel are the same. This is "good value for your money" hotel, not luxury resort. The pleasant surprise came when some of the staff remembered us (after 3 years [... read more]) and we got treated to special dinner: very good menu and live music. It is a pity that the pink flamingos are gone after hurricane Irma. They were beautiful. There is only a few pelicans and white herons left. Vegetation also suffered a lot. Not so many palm trees left, other trees were almost naked, new growth is starting slowly.

Thank God the views were amazing

I'll be kind and blame most of my issues with this hotel on the fall Hurricanes. The trees and landscapes were awful. The lawn was knee high. Flowers and leaves were coming back ! We booked the privilege + section with wooden bungalows. The Club section was closed. The room was the worse I've ever seen. The drawers wouldn't close. The gaps above and below the doors let the rain come in flooding the room. The toilet paper holder was all rusted. We showered with our flip flops on because  [... read more]the bath floor was filthy. Since the hurricanes, the agriculture in all Cuba suffered. The buffet had very little fruit and vegetables. We would have to wait about 15 minutes to get a fork. Spoons are non-existant so why bother putting out yogurt and cereals ?? There's a smell in the buffet that was sometimes unbearable. On the bright side, the views of the ocean are amazing throughout the resort. It's a kite surfer paradise. This means it's windy and water is very shallow. Don't expect to swim at this beach. You can only roll in the sand. There's maybe 1'-2' of water. I met a couple that was on their 15th visit to this resort and they swore they would never go back. I won't for sure...ever !

Great time

I thought this place was pretty fantastic for the price I paid. I did not expect 5 star, but I certainly wasn’t disappointed st all. I had an amazing room, great maid service, always something really good to eat... and lady but not least? Sand, surf, and sunshine.... how much more do you need.

Amazing resort!

I had booked my vacation for 1 week and ended up staying for 2. The manager, Edourdo was very helpful as were the Sunwing rep and the resort doctor who helped me get an extra week of meds that I needed. The food was generally good and exceptional on seafood night. My room was clean and the maids were awesome about leaving extra water, towels or toilet paper if asked. To the people who complain about this place, I would like to remind them that this is Cuba. They are very poor and are  [... read more]trying very hard to overcome the devastation of the hurricane that hit them a few short months ago. I applaud them. ''They don't have a proper pasta bar'' was a complaint i heard often... get over it!!! The pools were kept immaculately clean, as were the grounds, the restaurants and the beach. The bar staff, desk staff, maids and even the gardeners were friendly and helpful. I'll definitely be back.

Sercotel Cayo Guillermo

This place was under staff. Rms not in good shape. Buffet a mess Hugh line ups. Not enough plates ect... would not recommended this resort . Elvis at adult pool very friendly he was a pleasure also Loylota at front reservation was nice n helpful other than that no stood out. Buffet food always a mess didn't spray for sand flys or mosquitos every day people getting bites a lot.

Nice resort

The cabin was very nice and workers were pleasent but the resteraunt and bar ran out of cups and plates and beer on numerous accations . it was hard to find something to eat with. There were 3 dogs on the resort that hung out around our cabin and woke me up fighting and growling and barking every night. It made it hard to sleep.

Amazing trip

This was our first trip to Cayo Guillermo and so soon after the hurricane. We were delighted to see the resort was in great condition and we had a wonderful time. You could see the desolation left after the hurricane everywhere. The staff were very friendly even though they seemed short handed in some areas. The bars were very busy but the staff handled this very professionally. Daniel in customer service was very helpful and informative. We travelled with WestJet and our rep was very knowledgea [... read more]ble. The buffet was very good with lots of choices at each meal. The Ala Carte's were wonderful. All things considered we had a great time. I would definitely travel to Sercotel Club Cayo Guillermo again and recommend this resort if you are looking for a small, friendly and relaxing vacation resort.

Perfect

I would like everyone to know that everything was great. They have done so much work in such a short period of time. The staff was wonderful and I couldn’t have asked for a better time. This is the second time we have been to this resort and they have done so much to make us have a great vacation. I would like to thank all the staff for giving us a great vacation experience.

Great place

I love this place have been 7 times with my husband and grandaughter the kids club is great.The food is great always something to eat. Its a small resort and i like that.The shows at night are great.The staff is so freindly.Its Cuba and I dont expect alot from them they have what they have.

Mmm the good and the not so good

Wonderful location- close to airport and rooms are located right on the beach. recommend the "high rise type of room" as opposed to smaller chalet type. Room was clean though, no remote for tv, or a/c and fridge did not work. Smaller resort so no long walks to dining hall. Usual pool activities and evening entertainment. Food is not great- not much variety and in fact I was quite unwell until getting some antibiotics. If you go for the beach and the sun- great! beyond that... we [... read more]ll... maybe not

Worse than advertised

We were prepared for a three star, as advertised, since we were only going to be there for a few days, we could have handled boring food, or smaller accommodations. But we were almost at the end of our rope after only just one day! If you were lucky enough to find a bartender that could mix a drink, they probably didn't have the ingredients required (e.g. - there was no wine at all). The husband loves authentic Cuban mojitos and only got one on the first night. After that when he asked, they jus [... read more]t shook their head 'no'. We stayed in one of the older, smaller bungalows and there were numerous gaps to the outside and we ended up absolutely COVERED in bug bites. The bed broke for no apparent reason - it was likely already broken and band-aided together. The air conditioner kept shutting off for periods of time and we couldn't make it come back on, like maybe they programed it that way. There was a key to the safe that also required a code, which was the room number (given on the tag) plus the letter A - so everyone's were the same, don't lose it! We actually left the breakfast buffet one morning because there was almost nothing left and it was only halfway through service. I thought a juice and a coffee would do the trick but the juice was all gone and so were the coffee cups. The only table service we saw the whole time was at the a la carte. Speaking of buffet, in the 7 times we've been to Cuba, we have never had to stand in line to wait for a table to get in to the buffet. We asked for an a la carte for our last evening and they were reluctant to give it because they don't like to have to re-set the tables. We insisted that we didn't mind waiting and that it was our last night after all and she allowed it. The after hours snack bar was a basket of ham and cheese sandwiches sitting out on a table - we didn't try any of those. There was garbage blowing around everywhere. There were no wifi cards for the first two days. So for this and other similar things, they wanted us to walk down the beach to the next resort and get what we need from them. I asked if we were allowed to use their services too, but no. Maybe during peak season they have a two star capacity but this was more like a 1 star. Someone seriously needs to re-evaluate this resort's star rating.

Amazing resort

Staff and service is very good ,Awesome kitesurf spot, Shallow and flat water perfect for kids The location is quite nice. The staff on the main lobby helpful. Night show is very nice. Food in buffet restaurant is clean and fresh and multi choice.

Good stay but could've been better

Our stay was good with a few inconveniences. The hotel operations were moved from the prestige side to the main hotel mid week, however the main pool was still closed and we had to make with the smaller one, therefore we were not able to enjoy it. The service was great and the food good; I would however recommend that the food could be covered at the restaurant due to flies.

ANOTHER GREAT WEEK

Have been to this area a number of times and it seems every time we go they have made changes for the better. The staff here were great and kept the resort looking good, the gardens and the common areas are very well kept to bad some of the guests don't seem to have the decency to pick up after themselves. It's really not hard to pick up your plastic cups and throw them in the bin. Weather was great and the beach is looking great lots of walks to take and see the area, Hop on hop off bus was [... read more] fun too met some lovely visitors from England and spent some time visiting with them, We look forward to our next trip to this area. Go with an open mind and expectations and just relax and enjoy That's my motto

Excellent Potential but Greatly Disappointed

The Hotel itself is nice. It's has a beautiful beach and close access to the inland waterways (channels, mangroves, fishing, snorkelling and Kayaking opportunities). Our disappointments were brought on by the following: 1) Upon arrival we learned that 3/4 of the hotel had been closed. The open section was a 5-10 min walk from the main lobby in what would, under normal circumstances, be the Adults only section. We were given a couple of reasons for the main section being closed...slow seaso [... read more]n...renovations. Because of this closure, many of the activities that we specifically chose this hotel for, were unavailable. No Kayaks, pedal boats, sail boats, scooters or car rentals. Additionally, many of the shops, bars and restaurants were closed. This type of situation should be communicated prior to arrival giving guests the opportunity to opt out. 2) On the morning of our 2nd day, the water supply to the entire resort shutoff. We were told it would be back up and running in an hour. This did not happen. The water was off for 4 days coming on sporadically for maybe an hour on three of the days and on the 4th day it came back on fully but only at a trickle and without enough pressure to make it to the shower head..Every time the water would come on, some other issue with the supply system would break down. Each day we enquired and each day we were told the same thing...back on in 30 mins or 1.5 hours etc etc...Again, communication is the key here. We felt like we were just being given lip service to get us to go away. Management of this resort needs to be forthcoming with their clientele. It was obvious that they knew this was a major issue...we should have been moved to another resort shortly after this issue began. There was no assistance by management for guests. At a minimum, provide buckets of water to each room to flush toilets instead of leaving us to our own devices. We had to carry the garbage can from our room to the pool and back to flush the toilet. Days without shaving or showering the ever accumulating bug spray, sweat and sunscreen, not to mention the deterioration of sanitary conditions at the resort...no fresh towels, no means to do laundry or wash dishes, common area toilets not being flushed and piling up. Atrocious odours prevailing. 3) Food - We found the food to be quite good. The issue was that without water, how were things being cleaned. The bar had a bucket of water in the sink. Glasses were being used, rinsed in the buck then but back on the shelf for re-use. Witnessed a plate being dried with a dish cloth, worker using the same cloth to wipe their forehead, then continuing to dry. As a result of the aforementioned dwindling sanitary conditions, we did not eat well after the first two days limiting to things that we deemed safe such as packaged food and or bananas and the like. 4) Atmosphere...This again is as a result of the above conditions. What would normally be friendly discussions in the common areas turned in to none stop complaining. Most of the guest were booked through Sunwing and were moved to another resort. We were not moved and are in the process of seeking compensation. 5) Bug bites during sleep. A common problem among the guests. Again a source of many complaints around the common areas. Through research, the bites appear to be from sand fleas. May be a result of poor cleaning of rooms? Had to wear bug spray to bed. Many repeat guests to Cuba, some that had been there over 40 times, said they have never experienced this condition. Several sought medical aid due to adverse reactions. 6) Other items that were a nuisance but not the contributing factors to our miss-content. Refrigerator didn't work in room. Reported but nothing done. Shower head bracket support broke and curtain rod came down. Reported and it was repaired. A lot of garbage visible in areas surrounding the resort. In conclusion, management communication and professionalism is lacking at this resort. Staff in general were very friendly and inviting.This place has the potential to be very nice. The word on the street is that ownership of this resort has changed hands several times in recent history. Customer service does not appear to be a high priority. A lot of beer being funnelled into the kitchen and off to staff in empty 1.5 L pop bottles and other large open containers. I would not return here without significant proof of improvements.

The Beach Is Worth It!

1. Wooden Bungalows: we were a group of four - two rooms adjoined and had our very own "space" - our own cabin! with a balcony on each room. Air conditioning worked in one of the rooms - so we left the door opened and it kept both rooms comfortable. The sheets were never changed but the bed was made up everyday. The curtains were stained and places in the ceramic chipped. The toilets worked and the water ran both hot and cold. There was tiny ants in the room all week. Just on the floor. I [... read more]t was very adequate, but not a four star resort. 2. Beach: the beach was a short walk down the board walk from our front door - a very short walk, and we could see the ocean from the front steps of our cabin. The beach is shallow, but the colours are beautiful. There are layers of blues and greens and the area we were at on the resort (far away toward the east) was quiet and at the border of the Kyte surfing so we didn't have to deal with out of control boards. (Close to the adult only section.) 3. Food: we found something at every meal that we could fill our plates with. One person in our group was gluten and dairy intolerant and ate really well! (Its the FIRST resort in Cuba that I didn't get the runs.). It wasn't luxurious. It didn't have loads of daily variety, but there was always fresh meat to be grilled infront of us, fresh fish, personal pizzas - and omelettes made to order in the morning. It was a good resort if you're in need of a break and aren't the super fussy type. If little things bother you (having to go to the bar for bottled water when they forget to leave it in your room, or extra toilet paper at the front desk if they run out - or if it would bother you to be served a drink in plastic cups at the bar instead of in a glass), this is not the place for you. If these things wouldn't bother you, you'll love it. THE NIGHTLY ENTERTAINMENT was really good. (But, I like live music ...) The resort wasn't "amazing." It was good. People were friendly, and IF you were kind to the staff they were very kind to you.