Pullman Cayo Coco

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 4959 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Good trip all things considered!

    Reviewed by 223sierraw(Cambridge, Canada) on Nov 24, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Back to Pullman I went on November 15. The trip it's self was amazing. I was upgraded to collections so that Canadians and Russians could maintain distance. This is my third trip back to Pullman and my first solo trip. I have always favoured Pullman but things are definitely very different. The worst thing was the other countries did not respect the protocols which certainly makes for an uncomfortable feelings. I stayed on the collection side for the better part of the day and refused to eat anywhere except the one restaurant in collections. The staff in collections were incredibly kind. Arley the one wait staff in the bar and restaurant always went out of his way! Including offering me pasta everynight which was not on the menu but is one of the only things I'm able to eat. I don't know the name of the lady bar tender and the other male working but they were also both lovely and kind faces to see each morning leaving my room always with a wave and smile (under there mask). security in collections was pretty strong, they did unfortunately have to escort some people out of collections that didn't have the band's to be in there. The weather this week was certainly not the best! However they had the Beach's flagged red and there was always security to keep people from entering the ocean. Everynight I did go to enjoy the nightly shows as this has always been my favorite part of Pullman, the dances are amazing everytime. I didn't mind being over there during this time as long as I sat on the far right side I was entirely seperate from the other tourists. The lady who did the mini disco I believe her name was Jacey was amazing and sooo funny!! I loved watching the mini disco just to laugh as she did all sorts of creative silly things with the children. The entertainment staff is always amazing even though I only spent a little time with them Yuri rememebered me and took time to come and sit with me and chat (with masks) before the show, as well as the new entertainer as well. I never felt unsafe at the Pullman as a single traveler with the connections all the staff make so easily to make it feel like a second home. Even the director of the resort made a point of introducing himself to me. Lovely trip but will be better when it is back to full capacity of fun with disco and more to do. I really missed a lot of the regular staff that used to be there and hope next time I go they have been able to return to work. Praying for an end insight for the Cuban lives to return to normal.

    Had a great time, made the best of it given the situation

    Reviewed by Lily E(Toronto, Canada) on Nov 19, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We just returned from Cuba in November. The flight was 95% full so no social distancing at all but everyone were masked. We received a package with water, pretzels, mask and hand sanitizer. On arrival, we had to be tested for Covid, a nose and throat swap. The whole process took about 45 mins. The nose swap was not invasive. Once arrived at resort, we had to be masked anytime we were indoor but not outdoor. We observed most non-Canadians weren’t following set protocol. If tested positive, you will get a knock on the door at 3 am that night and be relocated (not clear to me where as I have conflicting information). We never received our results but were told by staff that we could assume negative if we were still in the resort the next day. The Air Canada vacation orientation was a waste of time. He was only there to sell and promote excursions and really couldn't answer anything about the resort. The resort upgraded us to the Collection side for all Canadians and the non-Canadians were on the family side. I presumed this was in the attempt to create country bubble and for financial reasons as there were more of them than Canadians on the property. We heard rumors that 11 COVID positive cases were reported on the Family side while there were zero positive on the Canadian side. When I bought the vacation, there were supposed to be 7 restaurants and 8 bars. The reality: Only the buffet at the family-friendly section and the one a la cart restaurant and snack bar at the collection side and 3 bars operating. We did not venture into the buffet too much for fear of the crowd and didn’t want the risk. Had we known the selection would be that limited we would have considered another resort. Air Canada Vacations can be partly blamed for false advertisement. On check-in, we were told that the a la cart restaurant menu will change daily but that was not the case. We had two very similar menus for the full week. We only found out on the last day that the Italian restaurant was open, by luck. The resort did not inform us. At the collection side, only one bar was opened for lunch and drinks. Most of the time there was only one staff member tending to the orders, serving and making the meals. So once the order is placed, the staff would go to the back and make the food while the rest have to wait. The one time we ventured into the Buffet, we observed that non-Canadians were not respecting social distancing while in line for food and even jumped queue which was rather disrespectful. Partly resort to be blamed as there should have been markers on the floor. We were not allowed to serve ourselves, there were servers for each station. (which is good) Again, i heard someone got kicked out of the buffet as he was touching all the food. We were also told that a fight broke out at the party held by the resort between the non-Canadians and a security guard. We also heard that the 11 COVID cases and families were isolated into a separate block. Shortly after, we heard that 45 families got moved to another resort due to water problem on the family side. The room, pool, beach and loungers were clean, groomed and well kept. The gym was in pretty good shape and they have an amazing staff on the Collection side. Apparently, a shift will work in the resort for 14 days and they all switch out. The new shift will quarantine for 14 days before switching back in. I also observed that the security and bar tenders on the Collection side enforced band checks and send loiterers who were not supposed to be on the collection side back to their side. This was good to see. On check out, I was over-charged for internet cards but it was too tedious for me to argue so I just paid for it. The beach bar on the collection side was open for part of one day the entire time we were there. It was very difficult if not impossible to get diet cola and at no time did any bar have mint to make mojitos. This was a first for us as we have been to Cuba many times and as they do run out there is usually more the next day. Bacon for breakfast was only available for one day. In summary, unless you are willing to risk getting COVID, stay home as this is not 100% COVID proofed. If you have the appetite for some risk, you may want to consider other resort. At the current state, i don't believe they are equipped to handle 20% of the occupancy. The upgrade that we were given was not really an upgrade based on the restaurants and bars opened for us. Having said that, we only paid $750 pp, which was a great deal but we didn’t get what was advertised

    Individual ratings:

    Location

    Location-5

    Service

    Service-4

    Value

    Value-3

    Yes... Good and bad

    Reviewed by anthonypersa(Toronto, Canada) on Nov 18, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    As I would like to give this resort a better rating, I do agree with the latest reviews. I traveled there from Nov 9th to 15th thinking that Cuba was only open to Canadians. That is not the case anymore as we were a small percentage on the resort. We were pleased to be upgraded to the collection side, but it shouldn't be a reason not to have any a la cartes available or the beach bar closed. Most of us from Toronto and Montreal stayed together on the collection side all week. Yes we can go to the whole resort, buffet, and lobby bar; however we felt that most guests didn't really social distance as hoped. The good part is that its Cuba and we loved the beach and staff! These guys work very hard to make sure that we were taken care of. The food was really good, but we ate at the same one restaurant every day NOTE: bring LOTS of toothpaste for the staff and tip in US dollars. Don't forget about the gardeners and my man on the tractor cleaning the beach every morning!

    Consider this your warning / Covid Resort

    Reviewed by Katie F(Montreal, Canada) on Nov 18, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    After spending nearly $1,300 as a solo traveller and spending hours reading reviews I was expecting to have a completely different experience. This was my 10th trip to Cuba and was one of my worst experiences. - Two planes from Russia (we were only expecting Canadians) landed and were full of Covid cases - The people from the other country were not removed from the resort but isolated in their rooms with security guards. Sounds ok, right? They snuck out of their rooms at night, went to the lobby and physically fought with the security guards, spitting at them. They had to be physically removed from the resort and were sent to another resort. - All of the Canadians were given a "free" upgrade (notice how much I spent on my vacation above, this was no "free" upgrade) to the other side, however, any The people from the other country who paid for an upgrade were also on our side. Therefore we still had to social distance as much as possible - No people from the other country wore their masks - We ate the SAME food every single night at the only restaurant available to us. Literally the same menu. I spent $1,300 for this?! Completely unacceptable. I have stayed at the Paradisus in Holguin and had the absolute best food I've ever had in Cuba with constant menu changes nightly. - NO a la cartes until the last night and we were mixed with the people from the other country - NO entertainment unless you wanted to venture to the other side of the resort with the people from the other country - The buffet was a possibility but again, problems with the other country. No social distancing, no single lines, no masks. They do not social distance, they do not form any lines - We had ONE bartender at the only bar available to us. She was AMAZING and professional. But she was overworked and at her breaking point. She was nearly in tears one day from the stress of having to work alone. It was heartbreaking to see. - NO BEACH BAR for us, only for the people from the other country on the other side - On the last day I called for a cart to come pick up my luggage and I waited 20 min. No one came. I called reception over 10 times and no one answered. In fear of missing my bus I hauled it all over and made my bus. I found out the cart was stuck and no one called to tell me they wouldn't be coming. - No bacon for breakfast, no diet coke all week, short supply of pina coladas all week, same food for dinner every single night, no a la cartes except the last night Extremely disappointed, $1,300 not well spent at all. This is your warning Canadians - do not come to this resort. The people from the other country completely ruined the experience. There were 0 cases of Covid from the Canadians who take Covid seriously and the worry from the ignorant people from the other country and their behaviour was disgusting. I love Cuba and have stayed at fabulous resorts where I have spent $1,500 and it was worth every penny, but this trip was one of the worst. The manager was well aware of all of these issues and addressing none. To his comment about how we are "lucky" to be given an upgrade? He's lucky Canadians are coming down at all. I highly recommend you re-think your travel plans and I know you will see other reviews coming in shortly as well. The friends I made from Toronto while I was there made my trip, but had I known everything I mentioned prior, I never would have gone.

    Good and bad

    Reviewed by Mybbysgirl(Toronto, Canada) on Nov 14, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We visit the Pullman Cayo Coco on November 1, 2020. I would like to start off with complementing and giving an exceptional thank you, job well done to the entertainment team Andre , Ahmed, Keyler and kayner the twins, for the Entertainment games and communicating with all the visitors, your hospitality was beyond exceptional you made all of us feel very welcome. At the snack bar we would like to give a big thank you to Melissa and Claudia, and to who’s nickname is Simon, you are all amazing and your service to us made us feel happy and made our day complete.  Now, I sadly need to address the poor service first with  Housekeeping: no sanitizing what so ever, they just make the beds give you towels and wash floor.   Reception in the collection side of the Pullman the first 2 days we were there the snack bar was open 24 hours. We had 2 days of entertainment . Because of Covid the Canadians were kept on the collection side of the Pullman and the other guests were kept at the side of the main lobby of the hotel. As soon as the Russians arrived. We the Canadians were becoming limited to services there was no longer a 24 hour snack bar no more nightly entertainment. As the Russians were not allowed to go over to where the Canadians were but if we wanted to take part in any entertainment then we would have to go where they were which I found that very unfair. No protocol was followed when the Russians arrived they were to wear their masks until the results come back but that didn’t happen and very few tested positive for Covid very poorly organized. The entertainment team had to go back-and-forth what made it unsettling was those who tested positive for Covid . It felt very uncomfortable. The manager of the resort Mr. Jean luc showed favouritism but not to the Canadians. If anyone is going to book any excursions on the catamaran please bring with you your own first aid kit because there is not one on board if you get hurt you will be attended to with paper towels. If anyone is going to book the dinner and show the food is not that great bathrooms are not working and is not worth the money that you spent for that at all it is a big rip off. On our last day there we had no service no one was picking up phone at reception we took our luggage to the main lobby everyone brought their own luggage to the main lobby. When my friend approached the manager of the resort of the Pullman Mr. Jean luc to talk about the poor services his response was that we were lucky that we even got the section of the collection services to stay in. We did not ask for that upgrade The pullman separated the Canadians and kept them on the one side because we were very little and the other people were kept on the other side of the resort because there were so many but to respond in that manner that was totally unprofessional. Would I recommend the Pullman not really and that would only be because of poor managing skills. If any of you still have interest in visiting this resort bring with you anything and everything for sanitizing or you will be very disappointed. Other than that we had a great week we met amazing people and we enjoyed the amazing staff at the Pullman.