Royalton Resort was OK .. 7 out of 10

Restaurants need some help ,, food was the way most people have described Cuban Cuisine ,, not one restaurant i would recommend . but the staff was always pleasant . I previously , before covid stayed at the Santa Maria Royalton ,, which i really enjoyed

Not as good as it was before Covid19

This was our third visit to Royalton Hicacos resort and i never thought that will say this but most likely will be the last one. So many has changed since our last visit in 2019. Rooms seem to be painted recently and that’s pretty much it, but food, entertainment, beach etc. is no longer what made this resort different than all others. Food - i hate saying this but it was so bad, we have struggled with food every day, breakfast, lunch or dinner, we just could not eat almost anything. Meat, bee [... read more]f, pork or chicken was so chewy, fish choices so bad, there was almost no fresh salads, most of salads were pickled salads, no fresh tomato, no lemon or onions. There were croissants served for breakfast and that was the best thing to eat. Choice of cold cuts was very limited and served the same staff during a day. There was also no orange juice at all, all that was served was watered down papaya and watermelon juice which we tried once only. Cooks on bbq stations look like they just learned how to cook, everything was too salty, and we didn’t dare to try anything else as it didn’t look that great. I don’t what changed since 2019, or 2018, but food then and now were totally different. Cuba was never about the food, everyone knows that but this time was bad, really. This resort had great entertainment in the past, we used to enjoy piano bar after dinner and live bands at the lobby bar, but this year was so lame, boring and short. Band or girl would come, play few lullabies, make long breaks, play another few songs and leave. People were so bored that at 10 PM the bar would be half empty, guests leaving disappointed. Beach was absolutely the best part, but comparing with previous times, there was no water stands with ice and lime in the morning, no BBQ hotdogs stand beside the volleyball area, and the beach was not cleaned daily so you could find cigarette butts and empty plastic cups. Staff, depending where they work, receptionists were very polite and smiling all the time, but buffet staff not so. Most of them looked so tired and not interested in work, they probably work long hours as we could see the same faces early in the morning and at lunch as well. This year there was no need to book any a la carte restaurants, it was first come first serve. We went just once, the beach restaurant, seafood choice, it was tiny half lobster tail with additional small piece of beef steak, and it was not great at all, so we decided not to go to any other. Room service, not great, one day they would fill the fridge with bottle of water and 2 small pops, the other day they wouldn’t leave anything. We did complain to the receptionist and that seem to work for few days. Leaving a tip would help for a day or two. All in all, was not what we expected, considering everything from Covid19 to global economic situation. Are we going to return eventually? Probably not.

Nice resort …. Beautiful beach!!

Keeping in mind all limitations of been in Cuba it is a very nice resort, food is good service is good and people friendly and the beach is amazing …. Definitely I will return ….. if you want to enjoy the beach this is your hotel.

Cuban gem 💎

We stayed at the Royalton Hicacos from 30 th May until the 7 th June.This is a Cuban 5 star hotel.What was 5 stars for us ? The ocean , the waiters & staff of this hotel ! The music & entertainment was great .The rooms are spacious with crisp white bedding.The hotel is beautiful and open .The cocktails & bar service was fabulous.If you decide on this hotel,please read up on Cuba& the people.The food was wonderful,huge selection catering for everyone’s taste .They are making the utmost of what  [... read more]they have available .Be kind! Tip! Tip the people who does the behind scenes work ,like gardeners& cleaners ! I can’t wait to go back So many of the staff became our friends. Big hug to all of you.

Beware!!

SUNWING should be ashamed for listing this property as a 5 star and hidden gem...shame on you! Our experience was less than stellar to say the least. The hotel is run down and in need of serious repair to the point there are safety issues with walkways and railings. Basic room amenities like hair dryers, lights, umbrellas and such just don't work. The aircon could not keep the room a constant temperature and if you want a hot shower 9:00am forward in the morning or later evening for 9:00pm [... read more] dinner good luck with that. We brought our concerns to the hotels and they did send staff to look at things but nothing was ever resolved so we finally just gave up. The service is what you would expect from a three star hotel with the butler service a complete waste of money. Four days requesting pillows and nothing, lost our day trip which was included ($200) and the list goes on. The hotel manager said he would look into things but again you constantly felt you were just being placated. They say the fish rots from the head down and any management we dealt with just seemed indifferent; sad really. The working staff was completely different; attentive and smiling always. Couple of shout outs and I'm bad with names so very sorry. Our yoga teacher, dance instructor and the ladies in the Italian restaurant and swim up bar OMG top notch. The people behind the food stations were truly a pleasure to be served by as well as the table staff. The resort used to be a Sandals and from what I garnered it was a treat to stay here. We met two couples that had been coming back for 8/9 years who told us what it was like and finished with they would never come back again.

The resort was nice

We like the hotel, some of the El la carte needed to improve. It was an okay vacation everything went up in price there. Also I was sexually harassed by the life guard employee there on site. So I wasn’t impressed. I spoke with the hotel manager Martin, basically all he did was fire his employee. There was nothing offered for our troubles, the maid barley cleaned the room. I went for a massage at the spa I requested 60 minutes they did 80 minutes and I was charged more money. There are a lot o [... read more]f improvements they need to do for a very expensive 5 star resort. Air Canada rep never showed for the meetings and I couldn’t find them until the last day of our trip. I had to book the Catamaran though the sun swing rep. I wasn’t impressed. I have been to Cuba many times and never had an issue and was never disappointed as much as I was in this trip. So all and all my trip was about 2/5. I most likely will not be returning. I never had issue staying at the Bella Vista in Varadero, the Royalton in Cayo Santa Maria, any of the Amelia hotels in Holguín or kale cocoa or even Santa Maria. I was so disappointed with the entire vacation.

Don't be fooled by the rating

Nice 3 Star Hotel. Nice place, large complex, but NOT a 5 star, maybe 25 years ago. I have stayed at a Cuban 5 star before and this is not even close. Place is dated, but they are updating rooms from what I hear. The food, well it's Cuba. You won't gain weight here. Lots of amenities here and everyone is a beach chair hog. You need to towel wrap your chair by 9AM or you will not be in the pool area. The beach is gorgeous with lots of covered seating. My bed has a cushion top over the  [... read more]old mattress. The worst mattress I have slept in. The center sinks about 2-3 inches. The best thing they did here was no reservations for the a-la-cart restaurants. Just walk in. The beach towels are provided in your room which is a great idea. Apparently there is also a Nightclub at the resort. It was closed all week. The snack bar. If you like a single slice of ham and slice of cheese in your sandwich, this is the place at that time thats all they had but the family who ordered after me got a hamburgers? Where did they find it? They love to fill you up on breads. There is also an ice cream shop and on a good day they might have 2 flavors. Usually only 1. Also, no French fries, you get potato chips instead at this resort. Everyone working here is after the tips and I get it, they struggled with covid, but if you don't leave a decent tip, you're going to get slower service. Meanwhile the place is at 50% compacity. You would think the staff would have been more gratefull about getting tourists back, but they make it seem like its mandatory to leave a tip, and not based on service. It's about 80% Canadians at the resort. Do not exchange your money to the Cuban Peso. Bring lots of American one dollar bills for tips and everyone working here will offer you 70 Cuban pesos on the side, compared to 24 Cuban pesos given to you at the exchange kiosk. Again, don't convert your funds to the peso. The Cubans don't want their own currency as tips. It's almost useless to them in comparison to U.S., Canadian or Euros. Check-in is relatively quick. Very easy to get lost in your first day. Looking at the photos that others submitted, I noticed hey also have a lazy river. But there is no water in the lazy river...weird. They are following covid restrictions and the staff will serve you from the buffet. If you're looking for something closer to a 5 star, try Ansagna in Cayo Coco. It easily outbeats this place, and its a 4 1/2 star but much smaller in size. I was asked by 3 different employees at the resort if I could place a 5 star google review and mention thier names. I would rather be honest. Sunwing needs to change the rating on this place to 3.5 star at best and stop misleading the public and having people pay for a 5 Star, then disappointment sets in when you get there. You're stealing people's hard earned money. Just look at the most recent reviews (last 6 months) Many issues here...

Paradise

We just got back from a 1 week stay at the Royalton. Rooms: clean and fresh smelling, furniture was a bit tired but you don't stay in there too long. Bed was hard, would love softer beds or a mattress cover to help with the hard mattress. Fridge was stocked daily with water. Showers: Big tub with shower, hot water every day Pool: Clean and entertainment daily which was great Food: Fresh eggs every morning, Buffet was the same every day, all of the al a Carte restaurants were open.  [... read more] Because of trading issues and Covid, supply wasn't as great as in years before but that is totally understandable. COVID: protocols stricter than Canada, Cubans have to wear their masks inside and outside. 90% of them are vaccinated including children 2 years +. You can't grab your own food at buffet, they serve you to minimize exposure. You can remove your mask outside but indoors, you must wear a mask and at dinner, you can remove it to eat when you are seated. Felt very safe Service: Amazing! They work their butts off and always with a smile Beach: Cleaned daily, plenty of palapas and ocean was amazing

Heavenly Cuba -royalton

Great people , great beaches Great pool. ALL Staff was amazing . Only poor part was lobby bar was a bit slow serving drinks. Atmosphere was great except no music playing alot :( not use to that in a Cuba resort.

First time but not the last

We have been to Cuba many times but this hotel is definitely the best we have stayed at. Considering all of the shortages in Cuba, we found the food to be excellent. The pool and the grounds are beautiful as is the beach. We will return.

Best beach and service.

Everything was really good. The only thing to stop me from going back would be the old bed in the room. Hard on the back. But I understand they are renovating, hopefully this includes new beds. The hotel has amazing staff, always working and very nice. Food was plentiful.

Sun, sand, and relaxation

We had a wonderful trip, the staff were outstanding. A special thank you to Dennis, and Lazaro for making our trip unforgettable. Dennis is the head butler who walks 20 miles a day, he never stops. Lazaro runs the cigar lounge, he was always welcoming and remembered our drinks from the 1 day we were in, we were a group of 7. The beach was perfect with water sports if you are inclined to participate, or just basking in the sun. The food was a not as good as I had hoped, but over all I will return [... read more].

Outstanding Facility

Rooms, Grounds, and Ambiance. Were all terrific The most important thing about The Royalton, is the people. Starting with the cleaners and moving to all levels of service and management, everything was terrific This was my second time at this resort and it was better than the last

Beautiful Resort

Beautiful Resort. Plus side, Clean hotel, beautiful beaches, friendly people nightly entertainment was good, Negative, No control for A/C in the room (room very cold). No Butler service (requests unanswered) Food shortages, occasionally ran out of Preserves, Butter .Fries, Canned beer (for the room). Food not 5 star restaurant and a la carte no better than buffet. But overall good value for what we paid.

Didn't meet our expectations

Positive: Staff are Great and do their best within the limitations and constraints. Hard working and nice people. Beach is very good. Ocean is clear and nice. Plenty of sun beds. Beach staff can help to find more if necessary. Good seafood for lunch & dinner in the buffet. Good coffee/cappuccino/espresso at bistro. Good night performances. Every night was a different one. No so good: The rooms and facilities are super old and outdated and need maintenance and upgrades. The room was average not  [... read more]for a 5-star resort. We’ve been at other different resorts in Cuba (4&5 star) and sadly this resort had the worst rooms. Very limited food quantity and variety/options at the buffet (even for Cuba). No beer at the “minibar” during the whole week, no mint, No Mojitos, No daiquiris, No Caesars. Vodka and Scotch run out at the lobby bar. No pepper or salt at a la carte restaurant (we asked for it on the side and it was never brought). No slippers, no robes. Public washroom near the gift shop (around facility) there was no toilet paper and kind of dirty. Everyone is literally smoking at the bars.

Royalton Hicacos and spa

This Hotel was amazing especially if you were Diamond club guest, a la cart every day, special invitations to chefs surprises, food for me was 5 stars, butler service,free scuba diving,catamaran excursion ,the grounds were very clean workers were on the grounds every day making shure the grounds were top notch, the staff,ong,can't get any friendlier, there was one beach bar staff named Happy,walks and smiles like a cowboy, his favorite saying, don't worry, be happy,lol,10 stars for him on Kew to [... read more] serve you, bravo Happy!! Room was amazing, mades were awsum to clean room and efficient, all in all I'd highly recommend going here at Royalton Hicacos and spa, Diamond club!!

Personnel souciant

J’ai bien aimer mon séjour j’y reviendrais dès que l’occasion se présente le DIAMOND club vaut le coût je le recommande à tous on a bien été pris en charge j’ai bien Aimer les activités proposées par le pass vip du diamond club vous allez vous amuser

Great resort

Friendly and nice staff, great costumer service, very helpful and attentive. Beach is beautiful. Clean rooms with a good service following COVID-19 protocols. Many restaurants with different foods options.

First trip in two years

Excellent staff experience Hotel could use a few updates the sea is so unforgiving….. BUT amazing bed, shower, air, Immaculate beach Food was wellCuba with even more limited selection due to covid Lots of a la cartes….

Amazing people and beautiful resort.

We arrived at the resort and we received a warm welcome back as returning guest. Everyone was kind and accommodating for our needs and wants. The resort was clean the grounds well maintained and the food was good according the the circumstances caused by Covid. The rooms are large with separate living area and the bed was comfortable. The beach and the ocean were perfect always plenty of sun beds. The PRC was done in the resort and the next day we were able to pick up the results, very conven [... read more]ient. I am not mentioning names because everyone deserves to be included in the thank you note. We are planning to return ASAP. Thank you Royalton Hicacos and stay safe.