Gran Caribe Club Cayo Guillermo

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 1274 reviews):

    Cleanliness

    Cleanliness-3.5

    Location

    Location-4

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Differential is a very tired resort. We just returned last week.

    Reviewed by butterworthsc(Ingersoll, Canada) on Apr 15, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Our first room was very slummy. The shower tap leaked, only half the light bulbs worked and when you only have 2 lights in the main part and 2 in the bathroom that is a lot of lights missing. The patio door didn't open, the air conditioning did work well. The bed was fine.The paint was peeling off the walls. So we upgrade after the first night in that room. We ended up with a cabin on the beach. This was much better. We loved being right on the beach. The sound of waves was great. The leg broke on the bed so we just took a drawer and used that to hold the bed up. We had 2 bathrooms and only 1 toilet worked which was fine but their fix is to shut the water off to the toilet. The fridge did not work. Due to the fact that our cabin was made from natural wood - it was dark. You couldn't read in bed. No ceiling lighting just two lights hanging on the wall. The staff really try but they can only work with what they have. This was our first experience in Cuba and it was our last. If you got to the dinner room just after it opened then the food was plenty. They would run low if you went an hour after it opened. We didn't go hungry but just saying. We didn't pig out either. The front desk people didn't do a great job. When we checked in we should have been told the lay of the land so to speak but that didn't happen. They have a beach towel policy and we weren't even offered a towel. They don't seem to have a grip of time. We called it "Cuba Time", within an hour if you are lucky. I should have done my homework before choosing a resort. We did accomplish what we wanted from this trip - away to relax and do nothing if we wanted and have someone else do the cooking. The pool water was very cold. The ocean water was great. I would not consider this resort child friendly. Nothing there for them. We are not drinkers. There did seem to be lots of beverages for those who drink.

    Individual ratings:

    Location

    Location-4

    Service

    Service-2

    Value

    Value-2

    Just got back

    Reviewed by FellowTraveler307873() on Apr 05, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    First off I am not a complainer and usually consider the glass half full instead of half empty. Believe me this resort is the worst resort I have ever stayed in I only wish I could show real pictures for you to judge for yourself the cabins we had were unbelievably dilapidated the sliding doors were broken and installed upside down on both our units none of the doors in the bungalows closed properly and the drawers were broken too there was little or no hot water for a shower or to flush the toilets wires were hanging out of the walls. The food was barely edible or recognisable the bar served the drinks in very small plastic cups and often had no wine to serve. the entertainment was good but very loud and could be heard everywhere late into the night. the beach is nice and that's the only thing good I had asked for repairs on several occasions only to receive lip service after waiting in a long line outside the complaints office. The reception staff are not interested in helping in any way however most of the other staff were friendly but unable to help.When I read some of the reviews I often think that some people are just complainers but believe me you will be very disappointed with this resort if you would like to see pictures please email me. I travel all over the caribbean and this is my second visit to this place.ps The alacarte is always very slow and stone cold. When I visited this place 13 years ago it was not too bad but now I can't believe it.and whats worse is the price they are asking.The cleaners never clean the bathrooms or floors no matter how much you tip them. and I am a big tipper. philryan@netset.ca

    Individual ratings:

    Cleanliness

    Cleanliness-1

    Rooms

    Rooms-1

    Service

    Service-1

    Amazing Beach, Terrible Management

    Reviewed by CanadianNomad2019() on Apr 01, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Firstly, I would like to mention we have travelled to this resort as a family of 4: two adults, a 5 year-old, and a 6 month-old. We had just returned to Toronto from a week in Holguin, Cuba, 3 days prior to going on this trip. Everyone was well acclimitised to the weather, Cuban food & water, and sun. We decided we could use another week in Cuba so we booked this last minute, inexpensive trip to Gran Caribe Club Cayo Guillermo. This review was written throughout our stay here, and is an accurate description of what we've experienced during our stay. I should also note this is our 12th time to Cuba as a family (travelled with our 5 year-old since he was 6 months), and have come to Cuba multiple times prior to having children. This is also my first review of a resort, ever, as I always believed everyone has their own individual experiences during their stay at any Cuban resort, and have never been fond of people that review Cuban resorts and nitpick at every little issue. This time, I believe these honest, unbiased reviews of this particular resort are a must in order to prevent any further headaches to unsuspecting visitors here. Aside from cockroaches in our room, mosquitoes, spiders and ants crawling all over the walls, which are trivial issues and can occur anywhere in this climate, the following are genuine observations that we believe are worthy of noting if planning on visiting this resort. FIRST AND FOREMOST: The people working at front reception are rude and unwelcoming. They are good for checking you in and out. Good luck getting them to resolve any of the issues you may encounter during your stay. Here goes the review: RESORT: 1. Safe not working, told it would be fixed following day - was never fixed. No attempt at fixing was ever made. 2. Only 2 double beds - no crib or additional bed - set up in room for family of 4, including a 5 year old and a 6 month old 3. Air conditioner set to 17 degrees Celsius and unable to adjust due to missing remote; serviceman came to check, said he would return with remote, never came back. Told by front desk to find the breaker designated for a.c. unit and switch on and off as needed. 4. Fridge had been removed from its designated cupboard underneath the tv unit - unable to store baby food properly. We asked for a fridge numerous times, and never received one. 5. Balcony door only had one handle, on the inside, and would auto-lock when closed. If closed while on balcony, you are unable to re-enter the room unless walking around the building and using the access key card. Must remember to bring key out on the balcony, otherwise you are out of luck. 6. Towels always stained. Bed sheets dirty. Blankets stained. Mattresses beyond belief. 7. Have asked front desk for additional bed (as we are a family of 4); have asked for a fridge to keep baby food cold; have asked for the safe to be made usable as it was not working since we got to our room; have asked to have the a.c. unit repaired as it is set at 17 degrees Celsius. We were promised assistance and it never came. UPDATE: after 3 nights, we received an additional bed. Still no fridge, working safe, or a.c. remote. 8. There is no 24 hour snack bar. There is an area by the pool bar that often serves sandwiches and fries (when they don't run out) but only at certain times during the day - usually between breakfast and lunch, and between lunch and dinner. Expect major line-ups. They constantly run out of cheese, or ham, or veggies at this snack bar. 9. Front desk will exchange your hard earned dollars at whichever rate they please, which often varies by 4 pesos or more per $100 CAD. For $100 Canadian we have received anywhere from 67 pesos to 72 pesos, the same day. BUFFET RESTAURANT: 1. No table spoons available most of the time. If you ask for one, you will have to wait a few minutes and you might receive a metal spoon, a plastic teaspoon, or a mini gelato-style spoon. You never know what you're going to get. We often see people bringing outside plastic spoons to lunch and dinner. 2. Every single plate was dirty, chipped, and with obvious signs of having been poorly hand washed - UPDATE: everything is indeed hand washed and hand dried with blue beach towels. 3. Only two glasses at a table of 4. Often no glasses at all. NO SALT OR PEPPER on any of the tables inside main buffet restaurant - ever. Asked the waiter for a glass of water and a glass of cola - it came after approximately 20 minutes just as we were finishing up our lunch. 4. Napkins used were all placed face down. Upon removal to use, the name of a different resort is revealed on the napkins (Iberostar). 5. Food here is disastrous. Everyone we have spoken to has gotten sick. All members of our family have experienced signs of either nausea, diarrhea, vomiting, stomach cramps, and fever at different times during the week. It is evident that some of the food - rice, beans, dehydrated bananas, pickled veggies are re-used at different meals throughout the day, and perhaps further used the following day if not eaten from the buffet. The morning rice gets further mixed with beans and re-used at lunch, often further mixed with boiled carrots and re-used at dinner. Clear signs of fermentation as we highly doubt any of this food is stored in refrigerators. 6. Fruits: bananas, pineapple (when available) & papaya are phenomenal, though obviously kept outside and often full of flies - which didn't bother us. 7. Terrible table service 90% of the time. No water offered. No coffee or tea. A self service juice and yoghurt station is available at breakfast. 8. Tables and chairs in a fairly sad state. 9. Waiters: poorly trained and obviously distressed by the quality of work environment in which they had to perform 10. Entire resort is understaffed and under supplied. Consistent lineups everywhere. Front lobby bar only has 1 bartender working at a time. Lineup is 10 - 20 minutes. He/she has to wash old coffee cups before serving coffee to a waiting customer. Often running out of drinks, including cocoa liquor or cream liquor. 11. Consistent lineups at grill station and at "plate station". People have to wait for freshly washed plates. Restaurant always runs out of plates. Cutlery is all clearly hand washed. 12. Half of the main buffet floor is consistently covered by a film of oil, making it extremely slippery - we've later discovered this is caused by the 2 broken ventilator systems siting atop the grilling stations - lunch and dinner the entire restaurant gets smoked up and all the oil used to grill the meats evaporates and spreads all over the floor covering about 1/4 of the restaurant floor, directly in front the "buffet" area. Always dangerously slippery and we have seen many people fall. Even though the floors are cleaned, that area will continue to remain slippery so long as the vents remain broken. 13. Ice cream station always runs out of cups. I have personally witnessed a 10 year old girl waiting at least 15 minutes with the ice cream scoop in hand, waiting for staff to put out clean ice cream cups 14. Have been approached multiple times by various clients asking to take the unused cutlery from our table, as no other available cutlery was to be found at other tables. 15. The outskirts of the resort (literally right next to the tennis courts) are littered with garbage dumps. I encourage you to check this out for yourselves. BARS: 1. Main lobby bar (Hemingway Bar) always has a lineup. Expect one even if you want coffee. Or just water. 2. There is a water dispenser at the bar with single-use stacked plastic cups next to it. The cups have obvious signs of wear and use. They are not new disposable cups. They are used disposable cups. 3. Bartenders are all top notch. Courteous. Polite. Professional. No questions about it. 4. Main bar - Friday, March 29, 3pm: coffee machine broken (the only coffee machine on the entire resort). We asked for tea instead and were told they are unable to make tea since the coffee machine also is the only machine that dispenses hot water. We said ok, will take some red wine instead. Unfortunately, no red wine available either. 5. Saturday, March 30, 2019: main lobby bar has a broken coffee machine yet again. We went to get coffee at 8:30am after breakfast, along with a myriad of other coffee lovers, and were politely told the machine is down and would be fixed in 5 - 10 minutes. We waited around for 45 minutes - of course, no one had come to fix the machine. Sadly, the bartender is the one who had to put up with upset clients. Tea was also unavailable since the coffee machine dispenses hot water. When the coffee machine was finally repaired, I asked for a Spanish coffee - wouldn't you know, they were out of coffee liquor, cacao liquor - so no Spanish coffee. And this was not the first time. 6. Also it is important to note that while you wait in line, 10, 15, or 20 minutes - nobody bothers to tell you they are out of red wine, certain liquours, or that coffee machine is broken. You wait your turn and hope for the best. BOTTOM LINE: This resort should not be advertised as an all inclusive, because it isn't. Nor is it family friendly. If you are someone that enjoys cervesa or kite-boarding, and are planning a trip here, the low price may seem attractive and you might survive a week without becoming seriously ill. If not for the beach, this "resort" would have and should have closed down ages ago, re-branded and re-grouped properly before opening its doors. We would absolutely not recommend this resort to anyone - certainly not anyone travelling with children.

    Individual ratings:

    Cleanliness

    Cleanliness-1

    Service

    Service-3

    Somewhat disappointing

    Reviewed by DerekLomax(New Brunswick, Canada) on Mar 27, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I'll start with the positives. We are here for two weeks. If you find and tip the right people you will have a much better time getting service at either meal time or getting drinks. Our wooden bungalow is nice and the beach is awesome. The food is good and we met a lot of great people who will be friends for life. Negative...the mosquitoes are unbearable. Our room only has 3 outlets, which doesn't sound like a big deal but 1 for the fridge, 1 for the tv and the other is in the bathroom that we use for charging cameras etc. Room is very dark. Service is really slow especially when people order coffee. They run out of things constantly. Things like plates, glasses and silverware. Always bring some tissue if you are venturing from your room. In the 2 weeks we were there they never have toilet paper in any of the public washrooms. And I'll say again, be prepared to stand in very long lines at the bars and buffet. It was my 2nd rime there and I'd do a little more research on other resorts before choosing it again. Overall a good vacation. Rent a scooter! So much fun

    A Resort rough around the edges but with a Big Heart!

    Reviewed by DONALD V() on Mar 25, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    My wife and I just returned from a week at this resort. I'll start off by saying we enjoyed it! Very low key and laid back. The staff is Great! Very friendly and helpful. The beach is magnificent. You can walk for miles. Very shallow and safe for kids. No problem getting a beach chair at any time. If you are a wind-boarder this is the place to be. We didn't use the pools much but they looked very nice. There was solo entertainment every night in the lobby by very accomplished musicians. The nightly productions in the open air theater were also good. over all we found this resort very good for the price. We would return But there are a few thing to watch out for! We can not recommend the "Wooden Bungalows"! They are very cute from the outside but inside they are very dark (no bed-side lighting). The air conditioning units are way over size and blow right down on the beds so you either freeze or turn them off and swelter. They are also very noisy. almost impossible to sleep. We asked to be moved and were put into one of the concrete buildings right away. Much better! The in room fridges didn't work, Linens were clean but worn. Patio door didn't open. But we didn't mind this. We were there for the sun and the beach. Insects? Well this is the tropics! Food? What can I say? This is Cuba. It was Good but nothing fancy. After many visits to Cuba we have come to expect this We heard complaints about food from people at the five star resorts. There are many areas that need upgrading but you must remember that materials are in short supply in Cuba thanks to a certain neighbor to the north that continues to make life very difficult for them. In closing this is not a 5 star resort if that is the experience you are looking for do not go here. If you want a great Sun, Sand and Surf time for a great price and don't mind some rough edges I would recommend this resort

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-5