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Reviewed 13 August 2018

Remember this is Cuba..not Dubai...we love our hotel..returned for the 7th time this year. Staff are so hard working..beautiful surroundings and crystal clear sea at your fingertips. Food is basic..the bars are perfect!

Room Tip: Keep all your valuables in the safe xx
Stayed: July 2018, travelled with family
Review collected in partnership with this hotel
4  Thank ekmb75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelido Arsenio C, Director of Sales at Sol Cayo Guillermo, responded to this reviewResponded 13 September 2018

Dear ekmb75,

Thank you for taking time to write your opinion. Thank you for your compliments to the staff and for your loyalty. We hope to see you soon. Please! follow us on Facebook: Sol Cayo Guillermo - Cuba. We will love to see your likes and comments. Have a perfect day.

With Warmest Regards,

Nelido Casay Diaz / Community Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 August 2018

What was supposed to be a wonderful week, turned into a big disappointment. On the first day, was impossible to eat due to the very low quality and variety of food, especially for children. If that were not enough, we did not have enough water to shower on our first night. The only option was to talk to the Sunwing representative, who promptly understood the problem and moved us to another resort. I want to thank Betty and Marciela for saving our vacation. I also want to congratulate the staff at this resort for the attention and friendliness; because these deserve 5 stars but the resort is no more than 2.5.Finally, it is not my first and not the second time in Cuba; but the first one with problems like these.

  • Stayed: August 2018, travelled with family
    • Value
    • Location
    • Service
3  Thank Beto_CAN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelido Arsenio C, Director of Sales at Sol Cayo Guillermo, responded to this reviewResponded 13 September 2018

Dear Beto_CAN,

My deepest apologies for failing on providing you with a positive holiday experience. We didn't want to spoilt your holidays and thats why we accept to move you to another resort. Problems are already fixed. We do look forward in the hope of being able to welcome you back in the near future and delivering to you the holiday vacation that so many of our guests have experienced and continue to enjoy at Sol Cayo Guillermo.

With Warmest Regards,

Nelido Casay Diaz / Sales Manager

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Reviewed 11 August 2018 via mobile

Just spent 5 days at this resort. All inclusive with buffets 3 times a day. Each had choices of chicken, fish and pork with 2 grill stations. There was a kids section that my granddaughter thoroughly enjoyed. Oscar, our waiter, was beyond terrific. He was so friendly and accommodating - a welcoming figure each morning. The lobby bar had the most wonderful staff also. Remembering that i wanted a double espresso each morning. The maid was also the best. Our air conditioner was leaking the first day and she made sure our room was changed to our satisfaction. She was a delightful woman. The three pools were kept clean and the kids were involved in games each day. There was a snack bar open when the buffet was closed

A couple things were slightly disconcerting - the floor tiles were a little slippery so you had to be careful. I would not recommend the International Restaurant.

All in all a very family friendly resort. A dive shop a couple resorts down and the beach at our doorstep.

Stayed: August 2018, travelled with family
1  Thank 766sandy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelido Arsenio C, Director of Sales at Sol Cayo Guillermo, responded to this reviewResponded 13 September 2018

Dear 766sandy,

First of all, thank you for your loyalty and coming back over 5 years. Thank you very much for taking time to review your experiences. Thank you for your recommendations. We are glad we have meet your expectations. we hope to see you one more time laying in front of our spectacular beach Spot or Around the pool area drinking a cuban cocktail, taking a nap or reading a book and enjoying the purity of the nature at Sol Cayo Guillermo style. See you soon to Welcome you in your second home, your cuban home!

Best Regards

Nelido Casay / Sales Manager

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Reviewed 8 August 2018

We love this hotel,staff are so friendly,can't do enough for you .the beaches are beautiful, food is nice remembering this is a third world country. When in cuba eat like the cubans,not like a prince as people expect .loving cuba.

Room Tip: Take a bug spray .
Stayed: July 2018, travelled as a couple
Review collected in partnership with this hotel
3  Thank kayhill20
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelido Arsenio C, Director of Sales at Sol Cayo Guillermo, responded to this reviewResponded 12 September 2018

Dear kayhill20,

Good to read you have enjoyed the resort. Thank you for let us know your experiences. We hope you com e back next year with your family. See you soon.

With warmest Regards,

Nelido Casay Diaz / Sales manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 August 2018

Trip: My wife and I went to Cuba in the third week of July to celebrate our 25th anniversary. We’ve been to other Cuban resorts but it was our first time to Sol Cayo Guillermo.

Beach: The beach is amazing! The water is that beautiful turquoise clear water you see on photos. It’s the best beach in the area. It’s shallow for 100-200 feet with gentle waves, so we spent countless hours in the water.

Accommodations: Buildings are basic 1-2 story structures with various maintenance issues pending. They definitely need a larger, more efficient crew to tackle this area. Also, be aware, when you arrive they give you a room far away from the pool and the buffet restaurant. We got one with toilet & shower problems. Then, when you ask for a better room—location and working toilet, they offer a VIP package at extra charge. Don’t pay extra, just ask for a room you like with working toilet/shower/AC. After insisting on a room change of our choice, we got a room with no issues. During our stay (third week in July), we had no water for two nights, which means no flushing toilet and using our drinking water to rinse our hands.

Food: Average. The good news is that you won’t gain weight even eating at a buffet restaurant for a week. We tried the food stations the first or second day only, but the food there wasn’t worth the wait in line—they don’t add tasty sauce to grilled meats/fish, just a bit of salt. Pizza at the pasta station was pathetic. Every day during our stay they had problems cooling down fruit juice jars, so we didn’t drink much juice. Coffee/tea is served during breakfast only. If you want coffee/tea at lunch or dinner, you had to go and get coffee/tea to one of the bars and come back to your table….unless, you get a really friendly server who offers to go and get it for you.

Flies: Although not advertised, you get lots of flies with your food at the buffet restaurant. One morning, I counted over 50 flies on an empty table. They are all around the food area. One day I got really sick—I returned all the food, got diarrhea, and couldn’t eat anything till the next day. Related to the many flies? Likely.

A-la-carte restaurants: Main course selection is better, but they don’t like you to order extra appetizer or extra dessert. Actually, they don’t like you even to change tables! One day we requested the head waiter (Alexei) if we could move to another table with better AC circulation, but he refused even though almost all the tables were empty! He wasn’t too happy when we moved to a different table after some customers left—he let us move but didn’t offer any help. Very rude attitude!

Bars: Bars are very small. There is no bar at the pool. They frequently run out of elements to prepare drinks- ice, mint, tea, etc. Many times we were hot and went to get some piña colada, they either didn’t have ice or didn’t have the right equipment to prepare it. Instead of piña colada, I got milk and sugar. In the end, I had to settle for beer.

Personnel: With a couple of exceptions, we found that servers, maids, and even gardeners are very friendly and polite. Some of the people who went the extra mile during our interaction with them include Carlos and Calderon, two gardeners, Michael, a waiter, and even more so Angel, a customer service rep. Angel would always listen to our suggestions and concerns with a very professional and friendly attitude. Angel knew that we were celebrating our 25th anniversary, so he arranged a special dinner, with a bouquet of roses and even he wrote and read a romantic poem for us. If there is a single reason for us to go back to this resort, it would be Angel.

Room Tip: Rooms on a second floor could have an ocean view. Best rooms #521-524, #911-912
  • Stayed: July 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
2  Thank ivan422
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelido Arsenio C, Director of Sales at Sol Cayo Guillermo, responded to this reviewResponded 12 September 2018

Dear ivan422,

First of all, thank you very much for taking part of your time to write your comments on tripadvisor, we really appreciate it! we enjoy having feedback from our clients. Thank you very much for everything you have written about the hotel (food, staff and everything you have written about us) I’m agree with your comments: As you have said our potentional are staff and beach, they make the difference and they make worth you have spent your holiday, they come true your holiday dreams and our general manager is taking care of every detail to make sure the magic be present everytime. It was a plasure hear from you that you have passed good stay with us, we hope to see you soon to Welcome you in your cuban home!

With Warmest Regards,

Nelido Casay Diaz / Sales Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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