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Overall score and ratings

6.5

Good

7.3/10

Cleanliness

7.4/10

Staff & service

5.5/10

Amenities

6.9/10

Property conditions & facilities

10/10 Exceptional

The location of the hotel, staff, food and entertainment are great. We felt it’s a well designed hotel (Believe just over 300 rooms) as it never felt overcrowded nor overlooked. The staff are wonderfully helpful and friendly and plenty around.
Anne, 5-night trip
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2/10 Poor

3-night trip
Verified Expedia guest review

8/10 Very good

The staff were amazing. The food at the buffet was fresh and tasty. Our room was clean. We were very satisfied with our stay.
ChunSiew, 4-night trip
Verified Hotels.com guest review

10/10 Exceptional

Alan, 1-night family trip
Verified Hotels.com guest review

10/10 Exceptional

Nixon, 3-night trip with friends
Verified Hotels.com guest review

2/10 Poor

Bad Quality Services - Do Not Book Here
Staff: Rude and disrespectful to Cubans. At some point, the front desk representative tried to justify her rudeness by stating that, and I quote: "this season is bad for the hotel because we have a lot of nationals and they come here and steal things and sometimes they ask for more than food than what they can eat. Room: My reservation was made for a Sea-View Room but they gave me a room that was looking out to the weed and woods of the area. It didn't have a remote control. I had to come to the front desk three different times and request the control for them to ignore my requests and do nothing until the second day when I requested to talk to the General Manager, Dennis. The rooms weren't ready until 5:30 pm (please note that check-in time was 4 pm), and my family had to wait for the rooms in the hallways. There were roaches in the rooms. I have a picture that I am choosing not to post to not gross-out anyone but can send it upon request. The AC didn't work properly when I requested a change, they sent a "tech" to tell me that their perception was that, "the room was comfortable" The lightning wasn't working neither. A couple of light bulbs didn't work. Service: If you are Cuban, or of Cuban descent, do not expect any special treatment when you're at the property. The staff is courteous and kind only to foreigners that look white. The beer was out the second day that my family was at the property.
2-night family trip
Verified Hotels.com guest review

10/10 Exceptional

I stayed at this property with my 2 friends for 4 nights and we had an amazing time! All facilities fulfilled our needs, hotel staff across all the departments was super kind, positive and helpful what made our short stay in Cayo Guillermo an unforgettable experience!
4-night trip
Verified Expedia guest review

6/10 Good

3-night trip
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2/10 Poor

4-night trip
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10/10 Exceptional

Très bel hôtel avec un personnel charmant. Magnifique coin de Cuba et club de plongée formidable. A recommander
Isabelle, 3-night family trip
Verified Hotels.com guest review