Sercotel Club Cayo Guillermo
- What's Included
- All Inclusive Features
The Hotel itself is nice. It's has a beautiful beach and close access to the inland waterways (channels, mangroves, fishing, snorkelling and Kayaking opportunities).Our disappointments were brought on by the following:1) Upon arrival we learned that 3/4 of the hotel had been closed. The open section was a 5-10 min walk from the main lobby in what would, under normal circumstances, be the Adults only section. We were given a couple of reasons for the main section being closed...slow season...renovations. Because of this closure, many of the activities that we specifically chose this hotel for, were unavailable. No Kayaks, pedal boats, sail boats, scooters or car rentals. Additionally, many of the shops, bars and restaurants were closed. This type of situation should be communicated prior to arrival giving guests the opportunity to opt out.2) On the morning of our 2nd day, the water supply to the entire resort shutoff. We were told it would be back up and running in an hour. This did not happen. The water was off for 4 days coming on sporadically for maybe an hour on three of the days and on the 4th day it came back on fully but only at a trickle and without enough pressure to make it to the shower head..Every time the water would come on, some other issue with the supply system would break down. Each day we enquired and each day we were told the same thing...back on in 30 mins or 1.5 hours etc etc...Again, communication is the key here. We felt like we were just being given lip service to get us to go away. Management of this resort needs to be forthcoming with their clientele. It was obvious that they knew this was a major issue...we should have been moved to another resort shortly after this issue began. There was no assistance by management for guests. At a minimum, provide buckets of water to each room to flush toilets instead of leaving us to our own devices. We had to carry the garbage can from our room to the pool and back to flush the toilet. Days without shaving or showering the ever accumulating bug spray, sweat and sunscreen, not to mention the deterioration of sanitary conditions at the resort...no fresh towels, no means to do laundry or wash dishes, common area toilets not being flushed and piling up. Atrocious odours prevailing. 3) Food - We found the food to be quite good. The issue was that without water, how were things being cleaned. The bar had a bucket of water in the sink. Glasses were being used, rinsed in the buck then but back on the shelf for re-use. Witnessed a plate being dried with a dish cloth, worker using the same cloth to wipe their forehead, then continuing to dry. As a result of the aforementioned dwindling sanitary conditions, we did not eat well after the first two days limiting to things that we deemed safe such as packaged food and or bananas and the like.4) Atmosphere...This again is as a result of the above conditions. What would normally be friendly discussions in the common areas turned in to none stop complaining. Most of the guest were booked through Sunwing and were moved to another resort. We were not moved and are in the process of seeking compensation.5) Bug bites during sleep. A common problem among the guests. Again a source of many complaints around the common areas. Through research, the bites appear to be from sand fleas. May be a result of poor cleaning of rooms? Had to wear bug spray to bed. Many repeat guests to Cuba, some that had been there over 40 times, said they have never experienced this condition. Several sought medical aid due to adverse reactions.6) Other items that were a nuisance but not the contributing factors to our miss-content. Refrigerator didn't work in room. Reported but nothing done. Shower head bracket support broke and curtain rod came down. Reported and it was repaired. A lot of garbage visible in areas surrounding the resort.In conclusion, management communication and professionalism is lacking at this resort. Staff in general were very friendly and inviting.This place has the potential to be very nice. The word on the street is that ownership of this resort has changed hands several times in recent history. Customer service does not appear to be a high priority. A lot of beer being funnelled into the kitchen and off to staff in empty 1.5 L pop bottles and other large open containers. I would not return here without significant proof of improvements.
We were moved from main building, to adults only, without notice.. No running water.Day 1. Shower rod fell, hit me on head and shower was broken. Reported. After sunscreen and deet, no shower. Day 2. More sunscreen and deet. The fixed shower ď Go to shower â no water on resort. Reported it. They said 30 mins it will be fixed. And to westjet who sent bottled water which we did not need. Tried to tell him it was shower water and he said it would be back on, tomorrow. Then went off for two days. He wouldnât answer calls. Coffee? No coffee. They made some elsewhere (uhm) and brought it in. We were told, one coffee each.Day 3. No water. Reported it. 1.5 hrs to be fixed. Going to kayak to marsh area â no water boats or peddle boats or anything available this week. Water came in dribbles. No enough to shower. Maids clean not bathrooms, there were no clean towels. Canât flush. Every bathroom smelt like and outhouse and no one could wash hands.Day 4. No water. Reported it. About half a day to fix. Used garbage can to fill from pool, to flush. More sunscreen, deet. No water to shower. Asked for clean towels. Maid said no.Lobby said no. I left dirty towels on Lobby desk. Then Lobby gave me swim towels.Day 5. No water. Day 6. No water. Sunwing moved their people out. I was told the water would be on until I leave. Went to roomâŚ no water. Waited. No water. Reported to westjet. Our phone no longer worked (sick of complaints), went to Lobby to report. Water came on about 5. Showered.Day 7. Showered before we left. Less than 15 hrs with water on a 7 day trip Cubanas loundly partied all night in closed Jacuzzi with bubbles. And they were met at bus with a glass of orange juice after telling us there was no orange juice.The stories of a resort without water, are just too much to convey. Gross, smelly, unsanitary. 2000 allowed in here or I would tell you more about how GROSS it was!!Management communicated nothing with us. - no safety deposit the works and fridge are not cold
Sunwing wants your money. The film was interrupted at least 14 time to sell us beer, wine, duty free...and then at the very end; at the climax it went off entirely.We arrived at the resort at almost 11PM and the bus dropped 4 of us off at what was suppose to be the lobby. The bus left and we found ourselves at an abandoned part of the resort. There was NO ONE. No telephones, no computers, no people......no noise from any where. We screamed "hELLO.......HELLO HELLO ." The young couple took their bags and started to walk along one of the paths. Finally, after a 10 minute walk, we ran into a Cuban, and we asked where was the office. He indicated that we should keep walking and eventually found a tiny office. The excuse was that perhaps the bus driver had not been told. Although there was a Sunwing guide on the bus that dropped us off.The next day it rained. That night, I went to bed early. I slept in my under wear. (A top, and tee-shirt) At about midnight, I woke up to itchy legs and arms. From the light of the TV I could see that I had been bitten by insects that are very tiny, Like sand flees. I had "literally" a thousand bites on each leg, and the arms, although bitten were not as bad. Where ever I was covered, was bite free. These were not mosquitoes; they were unable to pierce the clothes. I got dressed and went to the office where a woman was manning the desk. Lifting a pant leg , I showed her the bites. This had no reaction, it was normal during the rainy season. At this point, I undid my belt and dropped my pants. (I still had my under garments on)Once she saw my legs, she was shocked. She immediately called the doctor....who immediately do NOT answer the phone.So, she was going to move me to a different room. When we got to the new room, her key didn't work.I return to the old room; slept in the adjacent bed and kept my long sleeve sweater and long jeans on.I slept with those pants for 4 more days because all the other pairs were shorts.By the way, the other people that had arrived with me had also been bitten. The young woman was bitten as badly as me but her boyfriend was not quite as bad. The other guy was even worse then me.I spent an hour with the Sunwing rep explaining all that had happened in the first 3 days.He said that they spray 3 times daily. I told him that they could spray 24 times a day, and it made no difference. They were just using a kerosene fogger with no insecticide. I knew because I had observed the humming birds quite well and healthy. I even complained about the dead mini-fridge. The next day I was the approached by public relation with a bribe of a lobster dinner and a cheap bottle of rum. I refused because I had no desire to eat a meal alone. I offered this bride to the other bitten single person that had arrived with me who said that he was willing to go....so I had a lobster with a bitten stranger. He had been moved to a different room and was no longer in the room next to me.When the water failed and we had water only sporadically for 1 hour or so each day over 4 days.By the fourth day, many rebelled and they had to move 8 couples to another hotel. "The Memories Flamenco" or the other Memories Resort. This was the Friday. I didn't move because I was to return on the Saturday.Sometimes you are happy to be arriving......but sometimes you are more happy to be leaving.Finally, Saturday, May 20th, I was taken off the menu used by the insects.Filippo Navarra, Montreal
This resort has new ownership and now is a Spanish chain.,I was in a bungalow ocean view 2nd floor. Walter pressure was perfect and hot water through the day and night. Room was clean and great TV channels for later at night. The food was perfect with many choices and great quality. You also have the option to walk over 5 min to the main resort for the a la cart or to the larger buffet. the grounds are beautiful and one of the best beaches i have been to.The staff are friendly and helpful with any requestsNo problems getting any chairs at the pool or beach.I will return defiantly with family and friendsI would like to thank Carlos Oscar Hernandez for making arrangements for me at Sercotel.Again send my regards to all of the staff at the hotel for a wonderful experience
I don't usually write reviews because I believe a vacation is what you make it. However...We booked for a week with VIP amenities at the adults only Prestige Club at this resort. This was not what we got! These amenities are non-existent. We booked an oceanfront suite with a king bed and were put into a jr suite with 2 doubles which was dark and cramped. The fridge ( didn't work) was supposed to be stocked daily and wasn't unless you happened to track someone down. After three days, we received a notice under our door that the main resort was closing and all guests would be utilizing the Prestige area only....there went the peace and quiet that we had paid extra for! With the influx of all guests came the daily blaring of music at the small pool area and the nightly entertainment until sometimes 2am. There was also the busloads of locals that came daily to utilize the resort as well, once the sections were combined.They seemed to get preferential treatment because they spoke the language. Some of the wait staff for the Prestige Club were also layed off and service spiralled downhill. We had daily visitors in room of frogs, geckos, red ants and TONS of mosquitos...we were eaten with bites! Although we had issues with wobbly toilet and a shower that didn't drain, our housekeeping was fantastic! we had lots of towels and our room looked great every day.The food was bland and repetitive, but remember, it is Cuba. I would not recommend this hotel if you want the amenities we bought especially in May. Had we known we would have booked elsewhere, as should you!
Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).
If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.
Items not included:
- Travel insurance (mandatory if traveling to Cuba)
- Tourist cards ($10USD)if traveling to Dominican Republic with Sunwing Airlines
- Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
- Hotel transfers for packages with WestJet to USA (with exception to Honolulu)
- Hotel transfers for packages to Europe
- Items of a personal nature
- Buffet breakfast, lunch and dinner daily
- A la carte dining at specialty restaurants w/reservations
- Unlimited Domestic drinks
- Pedal boats
- Day & night tennis
- Use of gym w/sauna
- Miniclub and inflating parks for children and teenagers
- Daily activities
- Nightly entertainment
- 212 rooms in villa-style blocks
- Pool for adults and children
- Buffet restaurant and specialty restaurant for a la carte meals
- Snack bars
- Pool bar and 24 hr Lobby bar
- Night-lit tennis court
- Gym & sauna
- Beauty salon
- Massage service (fee)
- Car rental
- 24 hr medical service
- Scuba diving centre (fee)
- 2 double beds
- In-room safe
- Bathroom w/shower
- Max occupancy 3 adults or 3 adults & 1 child
Resort Location Map
Sercotel Club Cayo GuillermoCayo Coco,Cuba
- Hotel Contacts
- Extra Info
Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.
Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.
Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.
Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.
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