Gran Muthu Imperial

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 61 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Perfect relaxing vacation

    Reviewed by i0m2018(Toronto, Canada) on May 10, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We stayed in this resort from May 1 to May 8. It wasn’t crowded at all. It was very good vacation, perfect weather, beautiful big room with quiet A/C and ceiling fan. Food was good, especially dishes that cooks were making in front of you. Very nice staff, polite and always helpful. The resort is new and absolutely amazing with many upgrades you cannot find in other places in Cuba. The only downside was our room service. We stayed in bungalow 9 and our cleaning lady Yosleidy didn’t show up for the first day. We complained to the customer service and after that we had fresh towels and our bed made every day but she never washed the floor in our room, not even once. You don’t want to deal with this kind of things when you’re on vacation. One more thing: don’t forget your water shoes, you’ll need it for the ocean. The water was so warm and clean that we kept swimming for hours. I also went for a hearcut in the resort and absolutely loved it. Exelent resort.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Great time

    Reviewed by egh291(Guayaquil, Ecuador) on May 09, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Really nice resort, with an amazing staff. Counting the days to get back and relax. The customer service team was awesome, and so were the people at the front desk. Bartenders at the lobby bar will keep your glasses full all day long.

    Poor value for money, not a Cuban 5 star

    Reviewed by snazzyapple(Toronto, Canada) on May 07, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I visited this resort in March, having been told that the resort is fully opened and functional. I know that 5 stars are different in Cuba vs other countries, but this is barely 4 stars by Cuban standards. I gave a 3 star rating because I think this hotel is falsely advertised. In brief: no luxury features, food lacked variety, and a rocky beach. Lovely pool area. Great beach 5 minutes down the road by bus/taxi. Read on for a detailed description.  The greatest shock at this hotel was that many of the guests were upgraded from the resort next door (Grand Muthu Cayo Guillermo, a family resort). The difference in price between the two hotels was $300 per person per week at the time we booked. Had we known about the upgrade, we could have saved a lot of money by booking the cheaper hotel! The majority of people at the Imperial were from the cheaper hotel anyway, and seemed to be getting the upgraded rooms as well. So really there was no benefit to having paid full price.  Rooms would be fairly standard for a 4 star resort, but nothing special to make you feel like you are paying for 5 stars. The quality of the construction was poor - leaky shower and paint already coming off the walls. The balcony furniture was basic white plastic. However, the towel art was beautiful, and our housekeeping lady was excellent at restocking the mini fridge. Pools were very nice. Waiter service (sometimes), plenty of loungers and Bali beds. Expect the usual reserving of loungers at 7, but even at 930-10am we had no problems finding a spot. The sudden appearance of churros in the afternoon was a pleasant surprise! But line up quickly, there tends to be a long queue. Beach: sand is a bit rough, and there are lots of rocks in the water, making it difficult to get in. They did offer some water sports, but you absolutely must wear water shoes for it since the water sports area is the rockiest part of the beach. If you want a powdery beach, go to Playa Pilar which is a short bus/taxi ride away.  Entertainment: based around the middle pool, but they didnt work particularly hard and often didnt have anyone participating in the activities (which were limited to darts or dance). Diversifying the program may encourage more people to participate! Evening entertainment was good, nice mix of shows and the occasional live band. Food: its Cuba. We know there are problems with supply. But despite that, often the food was not seasoned at all. The cooking stations at the buffet were hit and miss. Fish and meat were overcooked. Pizza and omelets were good. The snack bar had cold undercooked fries or re-fried fries. The a la carte restaurants were not all open. During our stay, there was only Seafood, Chinese, or International, with just 2 open at a time. "Surf and turf" turned out to be shrimp and pork. Lobster was available, for a price. The Chinese was the best of the a la cartes, but they were very liberal with the soy sauce. House wine was average, but you can buy decent wines from their wine list for a good price. The drinks at the bars were initially good but as the week went on, the alcohol seemed either watered down or replaced with a local brand - poured into the international brand bottles (we noticed this with vodka, rum, and whisky). Furthermore, there was no room service, which is disappointing for an apparently five star resort. Pro tip: bring your own seasonings to Cuba. I saw this at the buffet on a few occasions and can't believe I didn't think of it! Thank you to the fellow travellers that gave me their Frank's Red Hot sauce!!  Reception/check in and out: for the most part, things ran smoothly. Easy to sort out room changes or getting extra water/towels/etc. Our tour operator told us that you can get a free 3 hour late checkout if the resort isn't full. So we tried to arrange this in advance, and were told to come back on the day of check out. This was when we ran into trouble. Although 3 members of staff told us that it is possible to get the 3 hour late checkout, when it came time to confirm it, suddenly they said that the hotel policy is only 2 hours late checkout. And here is the really dodgy part: in order to get those 2 hours, you have to sign a waiver saying that you will not make any complaints about the hotel. I have never come across anything like this! It was a shock. Clearly the management knows that their hotel is not living up to its 5 star claim. It's just not worth the money. Pay less for a 4 star resort and get the same quality. If you want a real 5 star experience, look elsewhere.

    Perfect vacation

    Reviewed by torontotocuba() on May 05, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Loved the beach, the food and the people. Beautiful resort. We will be back for sure. Only complaint is that the lobby bar closes too early. If you could keep it open til at least 12 it would be much better for the night life. Thank you!

    11 nights in paradise

    Reviewed by scottgalbraith1(Toronto, Canada) on May 01, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My boyfriend and I stayed at this beautiful hotel from April 12-23, and we were immediately happy with our choice of resort. One thing we noticed right upon arrival is how everything looks so clean and new, the cleaners do an exceptional job. From the lobby where you check in, you can see the ocean and infinity pools, a beautiful sight when you step off the bus. Lots of comfortable chairs and seating spaces in the lobby. Check-in was easy and quick. We had requested a higher floor, which was given to us no problem. I'm sure if you have any specific requests upon arrival, they would be able to accommodate you no problem. Kevin, our porter, then took us to our room in the golf cart, and we quickly found out that he was one of the nicest people at this resort. Kevin was so welcoming and helpful throughout our entire trip whenever we needed assistance. As for the rooms, the rooms are massive. We just stayed in the regular room (6212), and we were very impressed with the size of the room. The bathroom is huge, with an overhead rainfall shower. There was an earlier strange review complaining about the toilet...I'm not sure what the issue was here, its a regular toilet...The only strange thing was the phone beside the toilet....who are we going to call? What we loved about the room is that we had control of the A/C unit, and it didn't shut off if the balcony door was open. There's also a fan over the bed, which is nice, and a small seating area with a desk and a chair. The balcony...beautiful...we didn't pay for an ocean view room...but there was the ocean, visible from our balcony. We liked sitting out on the balcony in the evenings listening to the waves. Yes, the chairs are a bit cheap, but we didn't have any issues. We did see one guy fall off / break his chair’s leg while we were there, but he did seem quite inebriated and was most likely leaning back. Our maid did an excellent job cleaning our room, it was always spotless and a nice design on the bed. We also had our mini-fridge filled every day, except the one day where we had the do not disturb sign on the door (which was our fault), but trying to get the bottled water afterwards was a bit difficult, took a few phone calls and trips down to the lobby, but again, was our fault. It was also my boyfriend's birthday while we were there, and we were going to do the romantic dinner by the gazebo, but the weather was too windy. However, they still did a spectacular turn down service in the room which he very much appreciated. On our way to get something to eat on our first day there, we ran into Adrian the gardener, who became our best friend at the resort. He asked us if we wanted a coconut, proceeded to cut it out of the tree and open it up for us. He was just a warm, friendly guy who called us "my brothers", "my best friends", etc. It was nice to have such a friend at the resort. He always wanted to know what we were doing, if we were having a good time, etc. We ended up leaving him with a goody bag and some pesos. Tip for people travelling to this resort (and others): tip your gardeners!! Some of them do not speak very good English, but they work very hard, and if you are bringing gifts to give away, bring bug spray and sunscreen for the gardeners. People always tip the bar staff a peso for one drink but nobody thinks to tip the gardeners who are out in the sun all day. Tip both! The food: We had stayed in Cuba before, and we can honestly say that the food here was much better than the last few times. There were many fresh, made-to-order options, such as fresh pasta, pizza, omelettes, fresh meat, fish, etc. I particularly liked the pizzas and pasta at dinner, the guys making it were very nice. As for the actual buffet food, most of it was good, some of it wasn't labelled but we definitely didn't go hungry and enjoyed most of what we had. As mentioned by previous reviewers, because the resort was below capacity, the main buffet restaurant was closed for lunch, so lunch was offered at the snack bar (24hrs) or the beach buffet, which was not a problem for us at all. (we get it, the resort doesn't want to waste food, and it doesn't make sense to have 3 restaurants open with low capacity) The beach buffet is a beautiful lunch spot with ocean views and good service. The 24 hr snack bar also had good food and we loved the drinks from Pochy. At the snack bar, you could get burgers, sandwiches, hot dog, chicken wings, etc. Again, we didn't go hungry here either. We went to the international a la carte and the Chinese, preferring the Chinese. The lasagna at the international was a bit questionable, but the surf and turf (pork and shrimp) was decent. At the Chinese place, we had the dumplings, fried ice cream and sweet and sour pork. The pork was a bit fatty, but it was still enjoyable. If you enjoy lobster, they offer a 20 CUC lobster lunch at the hotel, or you can ask a porter to take you to the Punta Rasa (aka Lobster shack) which is a short ride away. Visit the front desk, they will call ahead for you and arrange a ride. For 15 CUC each, we had a HUGE plate of lobster, plantain chips, veggies, rice. An absolute MUST if you enjoy lobster; it was by far the best lobster we have ever had. The beach! Don't let anyone tell you that you HAVE to go to the sister resort's beach...check out the imperial beach for yourself. It is a work in progress, but it is beautiful and the beach bar had great service also. There's always a spot available under the palapas, and it is quiet. The water is certainly swimmable, the further along the beach you go, the better it is (you can tell by looking in the water, it gets clearer). We spent most of our days at the beach, and went swimming when we got too hot. The water is beautiful and warm. We didn't go to the sister resort's beach, because we went to an adults only resort for a reason. The pools are great. The infinity pool with the ocean in the background makes for great photos, and the view is just spectacular. The pool bar staff (especially Jennifer) always seemed very happy and willing to please. There are many chairs available poolside, but some people still felt the need to reserve their chairs with towels… Entertainment: We really enjoyed the nightly shows. You can tell that they put a lot of practice and effort into the performances and they really just want you to have a good time. There was also entertainment in the lobby some nights, such as a piano player, group of singers, who were all quite talented. Drinks: Snack bar is available 24 hours as mentioned before. Lobby bar closes at 11pm, which was a bit disappointing, but service from one woman was outstanding. Can’t recall her name but she has blonde hair. She was very sweet. Cigar bar was open until 11 also, and was usually quite empty. There was a common misconception that you should only go in if you were going to buy cigars, but feel free to go in there if you want some quiet time, and the bartender was quite friendly and knowledgeable about cigars. Sports bar also closed at 11pm. There is a pool table, foosball, and a few TVs playing sports. One night it smelled like a toilet in here thought which was a bit strange, but that was only the one night. A tip for the bars: if you ask for a specific type of liquor, it is included (with some exceptions), but if you don’t ask they will usually give you the cheaper one. We enjoyed a good Havana Club 7 year old w/ coke…tastes much better than Ron Cubay. If you play tennis, speak to the guy in charge of the sports, as he is always looking for someone to play with, he was also very nice. We had the pleasure of speaking with the boss, a nice woman who didn’t seem to get any sleep (was there late at night, then the next morning quite early) and relayed our appreciation to her regarding the wonderful staff. You will often see her walking around or at the restaurants, making sure everything is running smoothly. We did one excursion, the cigar, rum, sugar tour, which we didn’t realize at the time of booking, is about 12 hours, so do your research beforehand as it was exhausting. However, it was nice to see some of the Cuban culture and the tobacco farm was a highlight, as was the speedboat. A suggestion for the travel reps would be to list the approx. durations of the excursions. Is it all day, half day, etc. Some suggestions for management: Please please please please keep the lobby bar open later than 11pm. Even 12am would be better, but 1am would be ideal. After watching the show at the theatre, everyone files into the lobby, which closes down about 30-45 minutes later, which simply isn’t enough time. The lobby is such a great area, and at that time people just want to sit around and chat, have drinks, we don’t want to be shuffled off to the disco (costs extra) or snack bar. Same with the swim up bar...if it closed a bit later, like 6pm, I think it would be much better too. I will echo Craig’s comment about the coffee in the buffet. Cuba has amazing coffee, but why is this watered down coffee being served? One day we went swimming in the pool at 7pm while it was still bright out, and were told by security that no more swimming was allowed. Which we found strange because the sign very clearly says pool hours are until 8pm…maybe fix the sign or confirm when it closes? Maybe a clock or two throughout the resort? If you don’t have a watch or a phone with you it is quite difficult to know what time it is. Overall though, we had a magnificent trip, we met amazing people, staff and guests. As a gay couple travelling to this resort we never felt anything other than warmth and acceptance from the staff. If you go into your trip with a good attitude, you will have an incredible time. If you go in looking to nitpick about everything then please just stay home. Will we be back to this resort? Certainly (hopefully November of this year)…but I really do hope you keep the lobby bar open later ?

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-5

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