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All reviews royal service el patio outdoor shower show table junior suite the mediterranean restaurant beach restaurant jean marc butler service rs beach rs restaurant a la carte restaurants royal section main beach private beach lobby bar hour room service
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Reviewed 4 weeks ago via mobile

Two weeks spent in a great hotel, surrounded by stunning countryside and the friendliest and most genuine and proud people I have ever met.
Excursion really good, especially the 4x4 challenge. Cuba is the place to go to get away from the sanatised tourism that gets served up all to often. You may not get Heinz baked beans, hp sauce and Tetley tea, but instead you get Cuba

Stayed: September 2018, travelled as a couple
6  Thank rockfitter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WendyValientePRO, Sales Department at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded 4 weeks ago

Dear rockfitter,
Thank you very much for taking the time to post this heartwarming review on TripAdvisor following your recent holidays at Paradisus Rio de Oro.
It is truly rewarding to read your kind words about a beautiful stay in our paradise.
We hope to have you back many more times.
Sincerely,
Wendy Valiente
Sales Department
Paradisus Rio de Oro Resort & Spa

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Reviewed 5 weeks ago

We last visited PRDO Royal Service in November 2011 (see my previous review - not a lot has changed!). The flight from the UK with Thomas Cook was really quite good and the taxi transfer, in a new MG, was smooth and efficient. Check in went quickly and we were given a room in the block we had requested.

We arrived at the end of August for a 10 day visit. This is out of season, so not all the restaurants were always open, but our butler, the ever-present and helpful Hector, made sure we were looked after. The food was generally very good, particularly in Los Helechos, but this being Cuba, there were occasions when menu items were not available or other foods were substituted. The quality had definitely improved since our last visit, though they still can't compete with the best available in Mexico!

Often it seemed we were the only guests on the resort, being able to walk the paths around the Royal Service section and see no one at all. At the pool area there were generally two or three couples, with sporadic burst of activity where it might increase to five or six. This meant almost personal service from the waiting staff, who were attentive and friendly.

The RS beach was staffed by Julio, who has been with the resort since it opened, twenty years ago. He is a credit to the resort. Like all the staff he provided thoughtful service, without being pushy or intrusive.

The RS beach is small but fine. Locals came to use the beach on the weekend, but this was a problem for no one. The children were well-behaved and enjoyed the sea and sand with us tourists!

We had breakfast every morning in Los Helechos and lunch from the bar menu. The bar menu is the same as the Los Helechos lunch menu, but we enjoyed sitting by the pool, watching the vultures and the Cuban Crows and letting the warmth wash over us. The same menu is available at the RS beach, and we did this a couple of times when we could be bothered to move...

All the evening meals were good. Our first night we had the returning guests' dinner, at the beach bar, and then we split our time between the Japanese, Los Helechos and Mediterranean restaurants. Hector arranged a special meal for my 50th birthday, which involved a large birthday cake being delivered to our table after a perfectly pleasant repast.

Service was high quality throughout (Maylin and Yalienny deserve particular praise) and the atmosphere on the RS side was relaxed and informal. We visited the PRDO side for the Japanese and Mediterranean restaurants. We were less taken with this side of the resort. It seemed soaked in cigarette smoke and, as neither of us can stand this, it was a complete turn off.

We would consider returning in a few years. Maybe when I retire :-) The RS side is small, quiet and tailored for guests who want great service with a personal touch. It's a great little place!

Room Tip: If you book 8623, 8624, 8823 or 8824 you'll have a view of the sea, without the cost of paying for the seafront suites.
  • Stayed: August 2018, travelled as a couple
    • Location
    • Cleanliness
    • Service
3  Thank JosandLou
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WendyValientePRO, Sales Department at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded 5 weeks ago

Dear JosandLou,
We sincerely appreciate your praising review following your recent holidays at Paradisus Rio de Oro.
It is very rewarding to read that we were able to meet your expectations.
Thank you for your lovely comments regarding the service you received from our team members, we will make sure to share your kind words as we know it will mean a great deal to them.
Thank you again for this heartwarming review of your stay with us, we look forward to your next visit.
Sincerely yours,
Wendy Valiente
Sales Department
Paradisus Rio de Oro Resort & Spa

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Reviewed 18 September 2018

This was our second year back at this hotel and the Royal service is still as amazing (I would say even better). The employees actually remembered us from 2 years ago and the ocean view room at the Royal Service was spectacular. The food at Los Helechos was OUTSTANDING and was only complimented by the excellent service. I look forward to returning.
(This note concerns fellow travelers: Please do not bring your personal speakers to the pool, we don't want to hear your loud music. Wear headphones or just leave the speakers at home. We pay to have peace and quiet)

  • Stayed: September 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
7  Thank queenb941
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WendyValientePRO, Sales Department at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded 5 weeks ago

Dear queenb941,
We would like to sincerely thank you for taking the time to post a review on TripAdvisor and for sharing your comments on holiday experience with us.
It makes us really happy to know that fully enjoyed your stay with us. Your feedback is very much appreciated.
We hope to welcome you again very soon. Count on us as you make plans.
Warm regards,
Wendy Valiente
Sales Department
Paradisus Rio de Oro Resort & Spa

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Reviewed 17 September 2018

As the title suggests we have visited this resort many times before (~6 times). The main reason for our repeat returns are the staff, no children (adults only) and the excellent snorkeling that is attainable from the beach. For those that have been here before you may be surprised to learn that the beach restaurant now has a TV upstairs and downstairs playing music Video's throughout the day - which I found very annoying (Note: I like music, but the beach bar was part of the tranquil beauty of the beach setting - if you want noise go to the pool). No more tranquil drinks and coffee at the beach bar. This combined with a change of menu - no more Paradisus shrimp salad at lunch - now a serve yourself salad bar, meant we only ate at the beach bar once for lunch (we had always eaten there on our previous trips). However, the staff at the snack bar near the pool provided the Paradisus shrimp salad upon request (many thanks for that).

Room: Pro's - updated bathroom / Con's - air conditioning was not very strong even though we left it on the max setting. Note: We always opt for a corner room upstairs (king bed) and extra window.

Facilities: We enjoyed the food, facilities and for those that are interested they also provide mini walking excursions (mostly free) in the mornings, as well as a snorkeling outing from the spa beach.

Pool: The pool is good, recently renovated - although we are more beach folks. The day time entertainment activities normally happen by the pool.

Beach: Pro's more Palapa's (don't have to play the early morning towel game to get shade), Snorkeling, Hobie Cats (included). Con's: for the swimmers there are rocks in the water in front of the palapas (there are urchins and I think scorpion fish (not to be confused with the Lion Fish which I have also seen while snorkeling) that are around the rocks - the safe entry point is to the left (looking out to sea) near the channel that the hobie cats use to come and go.

Overall, with the exception of the annoying music video's played constantly at the beach bar and restaurant we enjoyed our stay.

Suggestions to Management.......get rid of the music down at the beach (ok by the pool). Find some coconut ice-cream - I have had it in Cuba before (2nd trip in a row where they have none available - none on the Royal side either), lastly as a 5 star hotel WiFi should be Free and available in more areas of the resort - not available in the rooms. WiFi is 1 CuC per hour via a card you have to buy.

Room Tip: Upper corner rooms - king bed, extra window, larger balcony - make sure bathroom has been upgraded (they are still upgrading some blocks)
  • Stayed: September 2018, travelled as a couple
    • Value
    • Cleanliness
    • Service
12  Thank Wingnuty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WendyValientePRO, Sales Department at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded 5 weeks ago

Dear Wingnuty,
Firstly, we would like to thank you for choosing our Paradisus Rio de Oro hotel for your holidays in Holguin.
We appreciate your feedback. Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.
Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to host you again in the future.
Sincerely yours,
Wendy Valiente
Sales Department
Paradisus Rio de Oro Resort & Spa

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Reviewed 16 September 2018

Out dated needs a total refurbishment through out. Our first room 4022 we had trouble from day one. Front door would not shut or lock. Day 2 we found that they had fitted a new bathroom suite, but forgot to clean out the plug holes, which were find with debris. It flooded the bathroom. Day 3 we woke up to the smell of sewage coming into the bathroom. That night we found watery liquid running down the wall from up stairs, called reception, sent out a maintenance guy, tried to fix it but made it worst. We were offered another room in the next block 3822, but there wasn't any security lighting working nearly tripped up the steps. When we got into the room, we found that the shower head was broken, so we said we would stay in our room that they would make a speedy repair, only to be told it could not be repaired and it would take a couple of days. We where then given a free upgrade to a Superior garden room. We we thought that was nice. Until we realized that the air con was not very good, we had 2 shower , one was outside the other was over the bath, The bath shower was low water power and the plug for using the bath didn't work. On top of that they will only put milk in your room, but you have to ask for it, they ran out of coffee on more than 2 occasions. Food wasn't that good either. Also there is no information in the rooms regarding whats on the menus at all restaurants. Same menu used week in week out. Only good thing I will say is that the staff were great.

Room Tip: Not sure which rooms are best
  • Stayed: August 2018, travelled as a couple
    • Location
    • Rooms
    • Service
8  Thank colin F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WendyValientePRO, Sales Department at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded 4 weeks ago

Dear colin F,
On behalf of the hotel staff and management, we thank you for taking the time to share your review on TripAdvisor.
We deeply apologize if you experienced any inconsistency in our service; we have read your review with our utmost attention and will take note of your remarks.
Although we sincerely regret your disappointment with your stay in our hotel, we would like to thank you for sharing your comments as it will help us to identify areas of concern and act immediately so as to enhance our future guests' experience among us.
We hope you give us another opportunity to host you again.
Warm regards.
Wendy Valiente
Sales Department
Paradisus Rio de Oro


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