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 365 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    We Really Enjoyed Our Stay

    Reviewed by jotrips(toronto) on Mar 24, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My husband and I were at the Grand Muthu Imperial February 20-28. We arrived later in the evening but were taken to our room very promptly on a little tram. Our driver brought all the bags up to the 3rd floor for us and we were settled in very quickly. It was past the regular dinner time by the time we went out to walk around the property. We headed over to the 24 hour snack bar and got a couple tasty Cuban sandwiches and fries. It became very busy there after the entertainment for the evening was finished over at the theatre. Our room was supposed to be upgraded to an oceanview by Air Canada but directly opposite us was another building. You got the oceanview only when you went on the balcony and looked sideways. Not a problem for us though. We don't spend a lot of time in the room during the day anyways. We had the power go out but only very briefly once. There was always hot water in our building and we didn't have trouble with flooding once we realized that you had to be careful with the direction of the spray nozzle. We always had towels replaced as well even though we hung ours up to use again. The room was always cleaned well and the fridge was restocked with a big bottle of water and beer each day. We did tip and left little gifts every day. Breakfast was great. We were taken care of by Yanet and Yanexky every day. They were so friendly and always made sure we had our tea and coffee ready at the table when we got back from making our choice at the buffet. It is true that the areas near the cooking stations are pretty tight. People were good about letting others through the line to serve themselves from the buffet choices though if they asked. I would get 4 eggs cooked up and my husband would line up for the toaster so it made things a bit faster. The pools are very nice. They were always clean... on the cool side but that is the way we prefer it. There are big sun beds available as well as loungers. People do get up early and reserve seats with their towels. Some people were very annoying as they didn't come to use the loungers for hours, leaving others with no seats. There are signs saying that you are not allowed to reserve spots but everyone was. You cannot recline the loungers. They are comfortable when you sit on them but not great when you want to flip over and tan your back. There is a man who makes churros every day by the pools. They were a nice treat for us. There's always something going on with the activity teams by the pool too. It was always fun to watch even if you didn't want to join in. We'd have lunch at the snack bar by the pools. We'd try to sit in Yunay's section. She was always great at making sure you got what you ordered from the menu. It was hit or miss if we had to order from other servers. It does take a long time to get your menu order if it's getting close to the time that they bring out the lunch buffet. There is a restaurant by the beach where you can have lunch as well. It's nice with a view of the ocean. We had dinner at the seafood a la carte one night. They were out of shrimps so all the dishes that were usually made with shrimps were replaced with lobsters in them. It was a nice bonus! Their little coconut banana mousse dessert was great too. The Chinese restaurant wasn't impressive although a lot of people said they liked it. The International was alright. I enjoyed my lasagna. Portions were on the small side which was fine for us. Every evening after dinner, one of our treats was having a Spanish coffee in the lobby. There was a gentleman with a little cart who would put on quite the show pouring flaming coffee into glasses. Everyone loved it. He was very good at it. It was nice to sit and sip on the coffees while listening to singers in the lobby before the nightly entertainment. The dancers and singers doing the shows were very talented. We enjoyed most of the nightly shows. Everyone we had contact with were very friendly from servers to gardeners. You can go to the front desk to have money exchanged. Even though we're Canadian, we took some US funds and I would just change my bigger bills into ones and fives instead of into CUC's for tips. We didn't have to exchange any Cuban currency before we headed home. We never got sick, the drinks were good, the sun was shining, and no one harassed us about timeshares.... what more could you want?

    Individual ratings:

    Location

    Location-4

    Service

    Service-4

    Probably a 2 star

    Reviewed by Yes2scotland(Port Dover, Canada) on Mar 22, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I emailed manager Jorge before flying there mentioning this was the first time going to Cuba and a special anniversary. He replied that he would make it special Check in. The clerk at desk seemed more intent in talking to her fellow workers. Finally got to bed but . Shower overflowed and the bathroom floor was soaked. Went for breakfast at the buffet . Omelette was great side dishes were cold or Luke warm... Most of the chairs at pool had towels on them.Lunch at the Snack bar, empty, but took 45 minutes to get a burger and fries.Back to the room, opened bar fridge, no beer or soda. They were out of beer and soda for bar fridges. Customer said we owe you four tomorrow. Never happened. I sent Jorge an email asking when special would start. Sent 3 more emails during out stay but still no answer from Jorge. On the folder we received with our keys when we checked in there was an A la carte restaurant list showing 5 restaurants. Went to book the Mexican, Italian and International. Was told we could not get our first two choices. We tried other days and times for those two and again told no. We found out that those two restaurants never did open. We settled for the Seafood, International and the Chinese. The seafood was the worst food that we ever had. The service was actually worse than the food. We finally gave up and left. The International was good. The Chinese was just a little better than the seafood.Main lobby bar had no mix for the first three days. Last visit to this hotel

    1st visit

    Reviewed by Tracy N(Paradise, Canada) on Mar 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My boyfriend and I visited Gran Muthu Imperial from March 12-19. We had a wonderful time. The only downfall was we were there during the covid-19 pandemic and the stress of getting back to Canada slightly impacted our vacation. Aside from that, the resort was beautiful super modern. Room is amazing AC works really good. I wish I could get my room that cold back home lol. The food was ok. From what I have heard Cuban food is ok, so I would rate the food as ok. The staff; oh the staff are the nicest people you will ever meet. Such kind, beautiful people. I loved how we spent an entire day on the beach and not one person bothered us to buy anything. Past trips our days on the beach were limited due to people selling things and this was pure peace and quite. If you are looking for a relaxing trip this is the place to go. I wish we had been there a different time because the covid-19 had an impact on the amount of people there. Truly love this place. Thank you to the beautiful people of Cuba.

    Great vacation at thetha Imperial, Cayo Guillermo, Cuba.

    Reviewed by Carol170981(Saint Andrews, Canada) on Mar 15, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The Gran Mutha Imperial is located in Cayo Guillermo, Cuba. There are two other resorts connected to the GMI. We stayed at the GMI - which is the adult section. We flew into Cayo Caco Airport and the bus ride to the resort are is about one hour. You can buy two beer on the bus for $5.00 Canadian. We have stayed in Cayo Coco previously but this was our first trip to Cayo Guillermo. We flew with Air Transat. The hotel is fairly new and quite impressive on first arrival. It is well laid out with all the amenities - large lobby, Tour Operator area, buffett, ala cart restaurants, snack bar (loved it), pools, beach, medical facilities and nine buildings for rooms. On arrival it was quite chaotic in the lobby - a flight had come in just before us, people checking out and a flight delayed - so there were people everywhere - access to the front counter - with two check in areas and one check out area ) also where you change your your Canadian currency to CUC - pesos, was difficult to access. We just took a seat for awhile until we were able to see where to go. There was no assistance from the hotel staff. Once checked in, we were advised that our room was not ready - and so we sat in the lobby for about 4 hours. More on the lobby later. Our room was in block 9 - room 9009 - a beautiful room with a fantastic view of the ocean. It was also accessible to all amenities of the resort with the exception of the beach (my husband uses a walker) - the beach was not acessible to him. The housekeeping staff kept our room spotlessly clean. Normally we received a large bottle of water, two beer and two soft drinks each day - again based on availability. If it wasn't delivered - it's because they didn't have it. You can get these items at the bar (s) or there is water in the buffet. Our shower leaked on the floor - probably because the glass was not installed correctly or the grouting needs replacing - the maid was super - she gave us a large towel to put on the floor as we did not want to change rooms. Beds very clean. Pools - there are many - however, despite our Tour Representative advising us at the orientation that we were not to put towels or personal items on the loungers and there are signs at the pool areas, we were unable to secure a lounger until day 11 of our visit. It seems that people were out there by 7 am to grab a lounger. Sometimes you would see someone on one but more the case, they were empty for hours. No one from the resort monitored this. So there was a "paddle pool" - we could usually find a lounger there, then walk down to the pool, have a swim (putting out towel etc on the grass) and then go back to the paddle pool area or to our balcony. Our balcony was lovely - it was our "window to the world - beautiful view of the ocean, we watched the pelicans swoop and dive in for food, watched the kite flying, sail boats and catamaran and guests walking along the waters edge or just relax and read out books. Air conditioning worked very well. Snack Bar - very close to our room - you could get a nice lunch - ordered from the kitchen and it is snack size - like a hamburger and fries or sandwich and fries. Also everyday at 1:00 pm they put out a small buffett - this was an area of concern for me - the hot food did not have any heat under it nor did the salads or other food that should be kept cool, any refrigeration. The food sat in an area that the heat and humidity "could" inpact the quality of food. I preferred to eat from food in the kitchen. The bar was great - you could get booze, coffee, tea, water or limited soft drinkg - usually just diet or regular coke. The staff in the Snack Bar were friendly, provided exceptional service. Buffet - well first of all the main seating area was large enough for the population that used the buffet BUT the Food Services Area of the buffet was one of the smallest I have ever seen. It was always jam packed with guests trying to find a line and get food. In my opinion the buffet need to be redesigned to be a larger area in order to accommodate the guests. The food was mediocre - very few vegetables were available -in two weeks I saw squash and cabbage. Hot food is often cold and there were issues with accessing the food that was available. The staff in the buffet were great - they worked very hard in cleaning off the tables. We often ate supper in the Snack Bar simply because we could find food and there was no chaos. Beach - I did go and find it and it is very nice. It is a bit of a walk from the main lobby area. Guests with accessibility needs may not be able to get there. Excusions - they will be outlined by your Tour Rep - there are lots available. But one that I will mention and highly recommend is the VIP lounge at the airport for your return trip. Well worth the 30 pesos per person. In the lobby there is a liquor store, a small souvenior table, Airline Tour Reps, the lobby bar, a person selling liquors, the Customer Service Representative for the hotel, ALA carte reservation table, a business center - where you will purchase your wifi - 1 peso for an hour - you do a running account and just top it up when you need to. Wifi was generally very good. I found the lobby very congested and noisy - not a nice place to sit in the evening - we went to the snack bar. Also, there is alot of furniture in the lobby - which blocks acces to the front counter - when we tried checking in on arrival - despite the chaos - you had to line up through people who were seated in chairs. Perhaps a look at redesigning some of that part of the lobby would be helpful. There are washrooms in the lobby are but for the two weeks we were there - they were not working properly. You will find very clean (and workable) washrooms in the Snack Bar. My comments are not meant to be critical of the hotel, however, helpful for the future.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Our first visit

    Reviewed by Craig H(Ottawa, Canada) on Mar 14, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Having been to Cuba many times, our expectations were fairly level, not too high or too low. So here is our story...we flew with AirTransat...I think the seats are getting tighter and closer together but no complaints there. The bus to the resort took about 45 minutes, getting us there between 11 and 12 pm. Unfortunately for us, two flights arrived at almost the same time so by the time we got to the hotel, there was a long lineup to check in. Greeting was less than friendly, given a registration sheet to fill out and stand in line behind 25 other people. Some people got welcome drinks but they must have run out by the time they got back as far as us. Once checked in, 45 minutes later, we were told what building we were in and our luggage would be delivered there. I thought it being night and all, we might get a ride to the building but no. OK fine, not that big of a resort and I had downloaded a map of the resort so could figure out my way there. We asked about going to the snack bar to get something to eat while the bags were being delivered but we were told we had to wait in our room until they arrived. OK, we can do that...it's Cuba, be flexible. The resort itself is quite nice, modern rooms, nice buildings and grounds. Most staff were friendly and would respond with an hola when greeted. Having read many reviews, some good and some bad (as is often the case), we went in with open minds. The beach was nice although the sand is quite coarse (not the fine flour sand of Cayo Coco or Cayo Santa Maria). The water was beautiful but my advise would be to bring and wear water shoes...some earlier reviews said bring them, some said they were not needed...BRING THEM. We didn't and quickly found out that we should...lots of rocks (volcanic with lots of sharp edges). I could see where the area would be great for those snorkelers reading this. The pools were nice but very crowded and loud. We found a small (wading) pool at the corner of the resort near the entrance to Gran Muthu Cayo Guillermo which was much quieter. The bartender there was great given the small crowd and gave great service. I think our biggest disappointment was the a la carte restaurants. We were allowed 3 visits to the 3 restaurants (Seafood, Chinese, and International). Again, having read many reviews (good and bad), was not sure what to expect. The Seafood restaurant was not bad (although no shrimp for the shrimp dishes...no problem, its Cuba, things run out). The Chinese restaurant was the worst (I know I saw some great reviews but not for our experience). The food was terrible, the service was horrific...it seemed like the servers and greeters did not want to be there...no smiles, no friendly banter...you could tell they were on a timeline to turn the tables around for the next group coming in. They actually forgot to bring my dessert and we just got up and left. The International was a little better than the Chinese but not by much. Maybe we just were there on an off week but these were our experiences. The Buffet was good. If you got food made (omelette/egg station in the morning, fish/beef station at lunch and in the evening), it was hot. As I read previously, the other buffet selections were not kept hot, luke warm at best, BUT there was no shortage of food (as we experience in other resorts in Cuba) and it was tasty. Having dealt with less than friendly bartenders (lobby bar) and cleaning staff (room maids), the staff at the Buffet were AMAZING! Friendly, chatty, attentive...WOW! Special thanks to Yanexsy Garcia who always saved us "our" table and took amazing care of us. There is a sign near the front desk saying if you have an upgraded ocean view room, you can get a late checkout (check out was 12:00 and we weren't getting picked up until 4:40). We asked at the desk and they said no, it was only for Sunwing customers (nothing about that on the sign). Again, based on the past all inclusive resorts we have been to in Cuba, we were a bit surprised to find out they had an Executive Members only selection of bottles at the bar (including my fav Cuban rum (Havana Club Maestros)). Overall, and again based on my many (15) holidays in Cuba, I would not rate this resort with 5 stars at all. I hope this helps you and I hope your stay will be great.

    Individual ratings:

    Service

    Service-3

    Value

    Value-3