Grand Muthu Cayo Guillermo

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 963 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4

    Rooms

    Rooms-4.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Worst Vacation I've ever had!

    Reviewed by mrscapers(Warman, Canada) on Jun 10, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    The hotel's cleanliness was disgusting! The housekeeping staff can only clean to the level that they are taught and with the products they are supplied. The worst part of this resort is the food, not just the lack of variety, the toughness of the food, the lack of taste but the food safety of the food. We kept complaining about the temperature of the food in the keep warm buffet. The food was not hot when it is brought out to be served. Those containers are meant to help maintain food temperatures, not heat them up! I saw one of the food prep people loading up the meat slices without having any plastic gloves on. I asked her where her gloves were! A couple of days before our trip was over, at the buffet I saw a chicken dish where the heat gauge was reading at only 33 degrees celcius, which is very dangerous. The Chef was standing right there when I told him that the food wasn't being kept hot enough. His answer was that they were having trouble with the heater. I point blank told him he was going to make people sick! This was our first trip to Cuba, we have been many times to the Dominican Republic, Mexico, Jamaica and Costa Rica. I have never had such a worst experience in my life. If you are expecting to have beer or pop in your mini fridge, forget it. We had it the first 2 days we were there but after that we had to nag the hotel representative and complain every day.

    Individual ratings:

    Location

    Location-1

    Rooms

    Rooms-1

    Service

    Service-1

    Far, far away from 4 star hotels!!

    Reviewed by alexaR5467MR() on May 19, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    We stayed 24th to 31st December 2019 at this hotel. Advertised 4 star but this is far, far away a 4 star hotel. I would, hardly, give them a 3 star! Even if seems to be renovated recently, they have a lot to improve in order to be a 4 star hotel. First would be the only restaurant where you can eat breakfast, lunch and dinner. Ventilation here doesn't exist whatsoever...smoke in so thick you barely can breathe!! Second would be the 24 hour snack bar next to the pool where I thought nobody was cleaning any tables, chairs...etc. The food at this snack bar was the same all time...always stone cold, and the seating area was absolutely disgustingly dirty. So filthy that you didnt want to sit on the chairs. Place mats on the tables were disgusting and they really need to lose them. Third thing to improve would be the client service!! I had 3 times problem with my door lock and 3 times the guy who came to fix it was looking more to my wife than to the door! Still not fixt as it should be! Toilet paper missing almost everyday, had to run to reception to ask for it. They have a few good things though: the beach is amazing, the 3 pools are also beautiful, the 2 guys from the beach bar were the best bartenders I've ever met in Cuba! Rooms are clean but some of them smell like mold, if so, go change it right away!!

    Great trip

    Reviewed by Firts(Nova Scotia, Canada) on May 10, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The resort was very well laid out, food was good, but need to do a better temperature control on the buffet. The room was very nice, staff amazing. The beach was nice, however the week we were there it was super windy and bad amount of seaweed. Staff worked every day to try and keep up with it. Hot water every day, fridge restocked daily. Entertainment was great.

    My Muthu family

    Reviewed by iberob67(Chatham, Canada) on Apr 15, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This was my 4the visit to this resort and I gotta tell you I read negative reviews and wonder how.we arrived on the 8th of march group of five all return guest some 2 times some 3 was my 4th..greater with a big smile and a welcome back .check in was a breeze get your room keys sign in at front desk off you go very efficiently done.We got in later at night so after putting our bags in the room went to sports bar for a few vacation drinks..The filling morning my Muthu family found us all with smilesxand open arms.we have got very close to alot of the entertainment staff and bar staff as well a lobby and public relations. All fantastic people ..best night of my trip was my birthday on march 11th we had elcart at Italian restaurant had happy birthday sang by other customers then entertainment staff came in an then wait staff had a group of 10 and quite the party ..it carried on till we hours ..pools were a bit cool but still hug in them metvloads of people food was good some days hit or miss but never starved..rooms are always fantastic we were block 4 over looking the pool/ocean view...we made it just under the radar as things were shutting down after March break week due to virus..some things did run out but oh well makes sense it happens..we loved ourttip glad we made it this spring hoping to go back in fall if we get the all clear to travel resort is clean modern and take time to get to know the staff some of the best in the business. I have been to Cuba over the entire island and I found my return place and family at the Muthu job well done guys.see you soon

    Not impressed

    Reviewed by louie7272() on Mar 29, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I have been to Cuba 20+ times over the years and this by far was the worst. Pros: Most of the staff is very friendly. Cons: We went down with a total of 9 family members. We were all in the same block with 4 rooms. mid way through the vacation 3 of the rooms didn't get cold water, so toilets didn't work and showers way too hot. They relocated our family in those 3 rooms but its a pain to have to relocate half way through the vacation. They started running out of food 4 days into the vacation and the food served wasn't that good, even by Cuba standards. Bars were also running out of beer and soda. They started closing restaurants and bars. The beach was not very clean and the area just behind the brush on the beach had garbage bags, dirty diapers etc. The last couple of days they didn't even perform shows, they just played bingo. With the hotel being almost empty, the service was still slow, our shower would leak all over the bathroom floor and had to keep asking for toilet paper. They stopped giving us a bottle of water 3 days into the vacation. I could keep going but I hate to do this because our family loves going to Cuba, we go 2-3 times a year but this place was truly disappointing. I understand with the Covid-19 crisis that there were no more guests coming but why punish the people who already are there

    Individual ratings:

    Service

    Service-2

    Value

    Value-1