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 173 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Threatened and harrased by Gran Muthu Imperial lobby staff

    Reviewed by Oleksandr V() on Oct 22, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Everyone should know that Gran Muthu Imperial hotel management values their pool towels over their guests. Instead of offering any help whatsoever, we were harassed and threatened by lobby staff over a beach towel that was stolen while we were swimming in the pool. Keep in mind that their fee for a stolen towel is 15CUC (~$20CAD), even though the towel itself is very basic and cheap, I highly doubt it actually costs them that much to replace it. Per their explanation and policy, you cannot leave towel unattended, even if you are swimming in the pool, which is beyond any common sense. Not only they failed to provide a replacement (they said they have no extra towels, in a "5-star" hotel), but we were threatened that shall we not pay for it, they will call an airport and we will have a problem at the border. It came to a point where hotel Security was physically blocking our way to leave the hotel. Never in my life to that day I felt intimidated, unsafe and harassed in the hotel. It is mind boggling that a "luxury" hotel will stoop down to such a low level over a towel justifying it by a nonsense policy. Additionally, their "late checkout" fees are 10 CUC per hour which in my opinion is way too expensive, even when compared to truly luxury hotels. Keep in mind that even if you pay for "late checkout", they will still disable your room card key at noon so you will have to go to front desk to have it reactivated. Also, it is very dark at night, this place has no lights either in sidewalks or the pools so it is easy to trip on stairs and break a few bones, so be cautious. Buffet is one of the weakest I seen in hotels, very little variety, same food every day and it is a hit or miss in terms of the taste. We stayed in different 5-star hotel in Varadero last year and food was much better in there. In the buffet, I saw once how a cook dropped the fork he used for making omelet to the floor and instead of replacing it, he gave it a quick rinse, without any soap and continued using it to cook the food. Beach is rocky and poorly maintained, so if you are not a pool person, you will certainly not enjoy it here. Some staff members are clearly not enjoying working there and look annoyed when you ask or request anything. Their "restaurants" are also weak, I never had a truly great meal in there, it was either "ok" or did not taste well. Overall, especially considering the attitude of lobby staff, this hotel is not worth the money they are charging. Do some research and go to an actually decent hotel instead, you will be disappointed coming here.

    Individual ratings:

    Rooms

    Rooms-1

    Service

    Service-1

    Awful costumer service!

    Reviewed by rachelanaii(Toronto, Canada) on Oct 19, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Stayed at Gran Muthu Imperial from Oct 11-18. Pros: Room - stayed at building 7 . Ocean view room located at the ground floor. very spacious. AC was very cold. it can go up to 15C. Never had an issue. Grounds - clean, well maintained. There’s always people cleaning around and organizing the garden. Animation Team - special mention to Yesma who does an amazing job to entertain the guests. Everyone were just very friendly and fun. Keep up the good work. Bars - bartenders make good drinks specially at the lobby bar and sports bar. Loved their mojitos and of course their coffee. Servers were friendly and always smiling at you. They always come up to you to take your order. Pools - the infinity pool is my favorite!! Beautiful View and very relaxing. Pools in this resort were nice. Our maid - we were on a tight budget so we were only able to tip every other day. That did not affect her service. she makes the bed neatly, changed the sheets and organized and clean the washroom everyday. Lobster Dinner - we ordered this for 18pesos per person on our last night. We requested to have it delivered in our room other than having it at the buffet. Someone came to our room, prepared the table for us and the chef also came to serve the dinner. Very nice experience! we loved it. Cuban day - loved it! finally a proper meal at the buffet with lots of choices and most of them were actually delicious! i wish its cuban day everyday LOL Now the cons: check-in was loooong. Lobby - not bad but it is not air conditioned therefore, flies everywhere! Very annoying as there were lots of them. We were also eaten alive by the mosquitos! My legs were already almost covered by bites by the time we finished the check-in. Bug spray did not work! The Buffet - few selections as only 1/4 of it was open. Food were almost the same everyday. The Specialty restaurants - only 3 were open. Chinese, International and Seafood - their food were not bad but it could have been better. All the food i ordered from these restaurant were okay but my boyfriend’s order were not as good. We ended up going to a buffet once. Nightly Entertainment - entertainers were good but the shows were very short. Less than 1hr I believe . Must be atleast an hour or 1.5hr. The Beach - water is clean but very rocky. the sand is not a powder like also, pretty dirty. Restaurant by the beach was closed so if you are a beach person and dont mind not having any food then you’ll be fine. Customer Service - Awful. Im so disgusted on how these people handled the situation. My boyfriend pool towel was stolen on our 2nd day while we were swimming. He came up to the customer service to complain about it but he was told that he should not leave it unattended as per their policy. So does that mean we should swim with our towels? He was not given a replacement so for few days we were sharing towels. How great was that? Now, at our check-out. We were harrassed by the costumer service and the manager as we refused to pay for the towel which was by the way 20CAD. His towel was never replaced in the first place. We tried talking to them calmly but they refused to help and the customer service lady even brought the manager who didnt even bother talking and just standing there to make us feel uncomfortable. they threatened us that they would call the airport security so we wont be able to leave the country. Frankly speaking, its not about the money, its the principle!!! WE DID NOT LOSE THE TOWEL!!!! IT WAS FREAKING STOLEN! WHAT PART OF THAT YOU DONT UNDERSTAND????!!!!!! RIDICULOUS!!! by the way, we requested for a cctv by the pool, guess what they dont have it. well i guess i expected too much. Lastly, due to low season, not all the amenities were open which was kind of disappointing. The spa, salon and gym were closed. I believe everything should still be open no matter how slow it is. Same for the buffet, the whole buffet should be open with lots of choices as it can get boring eating almost the same food everyday. It’s not like we get a discount when in low season. we still paid over $1200/person for 1week. I was thinking of returning here on a high season or spend the holidays here as I wanna see how this hotel function on busy season. Also to bring my parents here but because of the experience we had by the customer service I’m afraid we will not be returning here at all. I’m not even goin to bother selling this nor mention this resort to my clients. Big NO NO. Fix your attitude and learn some good customer service!! Unfortunately, I cannot say this is a 5star. maybe a 3.5

    Wonderful vacation

    Reviewed by Serafima Nicole... N(St.Hubert) on Oct 18, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had an amazing week in Grand Muthu Imperial from Cayo Guillermo. The hotel is very modern, beautiful, and carefully maintained. The staff was very nice and always ready to help us (all done with a smile). The three pools are beautiful and clean, especially the infinity pool. The animation team was awesome. One of the best teams viewed in the last 10 years. Thanks to Liuba , Ismary, and the other colleagues! The shows were very good, with talented musicians and dancers. We were very pleased for the service in the restaurants. The food was good and varied. We want to say “Thank you!” to Yanexsy, Mahelis and Adriana. We cannot forget the best cappuccino and piña colada from the lobby bar. Lisandra was amazing. A very special thanks to our wonderful made, Yuraisy. The room was beautiful and clean. Every day, we had a different decoration in the room and bathroom. Thanks Grand Muthu Imperial! We hope to return the next year.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Was expecting more....

    Reviewed by youville(rock forest,quebec.canada) on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    First let me say the staff are wonderful. Rooms great .Pool just beautiful. Front desk A-1 but the ocean is not up to par with other hotels in cayo coco..it is not central to hotel.off to the far left of resort with 1/2 mile walk to get to a sandy beach?? the sister hotel on right of this hotel(Mathu Cayo Guillermo has a beach again with easier access but not central and is far right of the resort.you are welcome to visit but no drinks or food are shared or provided.. the buffet at my time of stay was nothing special .Breakfast was good.lunch & supper hot dishes they were always same foods.no fresh juice (orange,pinapple at buffet or at the bars..but to my surprise great choice of salad fixings like red tomatoes.cucumber.red onions and lots of lettuce and homemade dressing.Fresh bread.fresh fruits.we did not scrave.but for a 5 star I did expect the choice of craving station of a ham.turkey or roast of pork..all cooked meats were bones and fat???or hamburg or hot dog...a la cartes were good. in all it was a nice resort with great service.but if you are rated 5 star ..you have to be the best on the Island..and keep up high standards in food selections. i have visited many resorts on this island and the food choice were not what i expected along with the beach.

    Individual ratings:

    Service

    Service-3

    Wonderful hotel

    Reviewed by Trixish0ubid0une(Canada) on Oct 10, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I visited the hotel in september, the hotel is amazing. Service excellent, bathrooms very clean, food and beverages very good.The rooms are very spacious and beautiful, the buffet had a good variety of food, the bars are fully stock with many types of alcohol. We tried the sports bar and cigar bar, good drink and great service. The lobby bar is great and the service is awesome Gustavo is the best! The snack bar is very good, there too excellent service. The infinity pools are sooo beautiful and plenty of chairs and beds. The beach is rocky but you can access on the left of the beach bar and much better there, they are planning on re doing it next winter, we spend an afternoon at the beach bar listening to our music and had drinks, we had excellent service there also. The dancers at night in the lobby awesome. My star goes to Aracely, she went above and beyond to take care of us, we were given beautiful seaview rooms,we were 6 of us and we all got a breakfast served in our rooms, oh my god the food we had and the way it was presented just amazing. I also ordered a dinner in my room, surf & turf...comes with champagne, red and white wine she arranged a cake and special decorations, by far best special dinner i have ever had! She was always making sure everything was to our satisfaction, thank you my sweet Aracely. I have nothing bad to say about this hotel, we had a great vacation and we are all looking at going back soon. A+