Iberostar Colonial

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 1518 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    we cannot wait to go back

    Reviewed by chrissie1(Waterville Quebec) on Sep 05, 2018

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Overall, this place is so beautiful and peaceful with great snorkeling. The beach is amazing and the rooms overall, are very nice. I read other reviews and cannot get over the negativity. Every place has issues and this one will as well but we have been as a couple with teens, a group and as a couple. Every time, we have enjoyed our time and last year decided on another place and so missed this place that we are going back as a group in January or February. They were hit hard with damage and so trying to fix this place back to how it was, so give them a chance! We always say, it feels like one is in a Spanish villa. The dining rooms are clean and the people are friendly! We cannot wait to go back. If there is an issue with water, let them know and they move you without hesitation.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Rooms

    Rooms-4

    Service

    Service-4

    Disappointed with the hotel

    Reviewed by Lazaro Armando H() on Aug 04, 2018

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Really bad weekend in the colonial the food was poor and no variety!! Half of the hotel was closed only one pool open, only one snack bar open and far a way to the pool , the buffet was bad the only thing good in the buffet was the grill and a big line of people around the grill !! No hot water in the bathroom!!! No daylights activists in the beach and the pool !!! So the hotel need to improve all the stuff!!! My family was disappointed too so i never visit that place again

    Fabulous time

    Reviewed by maya B() on Jun 18, 2018

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    It was our first time in Cayo Cayo and had an awesome time. There was still signs of hurricane, half the resort was still closed which made our experience even better since it wasn't too busy. The hotel was very nice and cozy, food was good, you can always find something you like. The beach was breathtaking, beautiful turquoise water and very wide and long beach with plenty of lounger. Staff was very nice and nightly entertainment was great. Lots of repeat customers, will definately go back one day.

    Cockroaches, Rude Staff, Disappointed :(

    Reviewed by davidwR4806XV(Markham, Canada) on Jun 13, 2018

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I wrote this review and it was posted on June 5th for a day when they responded to it then deleted it. I'm posting it again as my experience is just as important as anyone else who has posted a review. My review is 100% honest and can truly help guests who are considering travelling to Cuba, make their decision. My intentions are not to bash this hotel by any means, it is purely a raw and true review of how our vacation went. We traveled as a group of 6 all aged 21-22 the week of May 27th-June 3rd 2018 as we did extensive research on this hotel for hours and hours and then decided to give this hotel a go as majority of the reviews were very positive and full of repeat guests with nothing but kind words regarding the staff. Unfortunately, from the moment we got there, I was extremely upset with how we were treated. We all paid the extra $30 each for pool view which was an awesome deal so we thought but once we got there and got our rooms, i asked the gentleman working the front desk if it was pool view and he said no and when i asked why and told him that we paid extra for pool view he told me, "that i cant complain about it because it's their low season and all those rooms were closed off." I couldn't believe that he said I can't complain over this even though nobody reached out to tell us that we paid extra for no reason, I tried to request an ocean view room for the inconvenience but there was music blasting in the lobby so we couldn't hear anything the receptionist was saying to us and then he tried to move us to different rooms that were still all garden view but we were all too exhausted from travelling and we just wanted to go to bed and deal with it the next day. At our welcome meeting I told our Sunwing rep Betty, who was awesome by the way, about our situation and she got us moved to rooms that were river view and the front of our rooms when we walked out were pool view which was okay with us because we were all together but still disappointing and not what we had paid for. The water pressure was non existent and there was zero hot water in our room all week, we had mold in our room and mold formed on my bag tag in my room within 24 hours of being there. The ac in all of our rooms were horrible, our sheets were damp all week and my wet bathing suits and towels didn't dry being hung up there for 5 days straight. At that point we all didn't want to move again or have to go back to the front desk and complain because they were so unwilling to help unless I waited until our sunwing rep was back at the hotel, we had all unpacked already and it was my birthday so i didn't want to spend it worrying about moving rooms around all day. Then at night our friends noticed a family of cockroaches were coming from their closet every night and they were massive and tearing holes into the walls of the closet and when they told front desk about it they didn't even have to tell the receptionist what their room number was because they already knew which one was infested but then told our friends to take a picture of them next time as if they were insinuating that they were lying about them. The whole day went by and nobody showed up to exterminate them and when i went back to the front desk to ask why nobody had been there yet to exterminate they called a chamber maid immediately and she showed up with a broom to "exterminate" them until the next morning when they showed up with a can of raid to get rid of them. They asked to move rooms and the front desk said that out of all the rooms in the resort they only had one available room to switch into and when we went to look at it, it was extremely far from our other rooms and it was absolutely disgusting, so they just kept their old room and sprayed bug spray in the closet in hopes of them not coming back. They also realized on our second last day that their door didn't lock automatically when it shut so anybody could just push it open without a key. We are generous tippers and we constantly left presents and necessities on our pillows for the maids so we were surprised when our maid didn't bring us toilet paper for a few days as every other Cuban resort we have been to, they are extremely grateful for these things. We felt as if we were being talked down on a lot especially from the entertainment staff because of our age, at one point one of the entertainment staff told one of the girls in our party to shut up multiple times while we were playing a game and he was super rude throughout the entire show, making it un-enjoyable to be a part of. The lobby bartenders were really nice, same with the 24 hour snack bar staff, especially Wilma, the disco bartender, The churro hut guy (im sorry I forget his name), the lady on the entertainment staff (sorry again for forgetting names lol), and all of the wait staff in the buffet were absolutely amazing. These staff members all worked so hard to help make an enjoyable vacation for my group even when there were some miserable staff members that ignored your presence for as long as possible. The gardeners continuously harassed us to get them drinks to the point where we were hiding from them and avoiding eye contact because we were so uncomfortable, at first we were more than willing to have fun and help them out but it reached a point where they would see us and not even say hi they would just demand multiple drinks, again, I know they work so hard and I'm willing to be friends and help them out but they just took advantage of us by the 3rd day in when we were just trying to relax and enjoy our time there. Again, we chose the resort because of the reviews and pictures online and all the reviews talked about how awesome the staff was and how people return all of the time for them but majority of them only seemed to be kind when you were drunk and tipping too much even though we tip plenty when sober too. The food was horrible at the beginning of the week and we spent a minimum of 2 hours at the a la carte's every time we went even when it wasn't busy which was frustrating for us and all of the food was the same as the food at the buffet. The buffet food got waaaay better by the end of the week because more people came and you could tell they were all trying harder to impress because of it but i feel like they should try that hard for every guest to have a good experience. The pools were all beautiful and clean but there were constantly crabs in the salt water pool so we were constantly having to look out for them, I understand that, that's not their fault but I feel like they should have had someone cleaning them out throughout the day seeing as there was 3 minimum at all times in the pool lol. The gentleman working the swim up bar in the saltwater pool was awesome! The resort itself was beautiful and has a lot of potential and we did truly have a great time despite the issues handed to us as we took them with a grain of salt. We went in knowing that it would't be fully recovered from Irma and I have only ever been to 3 and 3.5 stars in Cuba before so we knew what quality to expect, my issue was not with the hotel structure and the visual aspect of it because it was truly beautiful, it was mainly the staff and the lack of initiative to help and treat us with respect. We will definitely not be returning and we would not recommend Hotel Colonial to anyone else to be honest. We didn't go in with high expectations as I said, so we were all extremely disappointed when it was that much of a let down with the service as that's the easiest way to please vacationers.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Rooms

    Rooms-2

    Service

    Service-1

    great hotel

    Reviewed by norman m(Hamilton, Canada) on May 30, 2018

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I stayed for two weeks with a friend in building 14 and the room was very clean with lots of hot water and great a/c, the grounds were spotlessly clean with no garbage anywhere as the staff were constantly sweeping and washing the floors, this is one of the cleanest hotels i have been to in cuba, this is my 15th trip. The staff were great always smiling and pleasant and quick to serve, with special thanks to Omar and Alex at the lobby bar and the beautiful Wilma at the snack bar. the entertainment was a lot of fun so we went every night. The beach was cleaned every day and there were lots of beach chairs available the pools were big and clean, overall a great hotel the only downside was the food, it was repetitive and boring with no bacon but the alacarts were good as long you did not eat the beef, they don't know how to carve it so you could not chew it, so if you are looking for great food this hotel is not for you, but if you are looking for a great place to relax with good service and a great beach then this is the place for you

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

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