Sercotel Club Cayo Guillermo
- What's Included
- All Inclusive Features
I have been going to Cuba twice a year for years. I have been to the Sercotel before on the regular side. Actually enjoyed ourselves. This time it was the adult side we went to. We paid for the water, juice and beer to be kept up in our room fridge daily and have rum, beach towel, bath towels and shampoo etc to be awaiting us. We only had bath towels upon arrival.When we went to the registration hut to at least get water we were told we didn't pay for the upgrade. We got our bottle of water. Long story short. Sunwing rep got everything sent to our room the next day except water and beach towel before she went on vacation. Note: management of depts all said they delivered everything already. Hmmm. That was an ongoing aggravation and time consuming thing.Beach towel..girl by pool in towel hut sat all day telling people to go to the other side of the resort and get one there. What was her purpose?We were lucky if we got our water, some days we didn't. A few days our room wasn't cleaned. Some people never had their room cleaned for four days and running when we left.Bees deciding our room was better than their nest in our wall.Couldn't use the bathroom sink unless you had it at a slow trickle or the water would back up onto the bathroom floor, plumber? That was his instruction and wasn't fixed.Kite surfers endangering people in the water and on the beach in the no kite zone, no zone ..thats a joke. Kite surfers came within a few ft of swimmers. Would not listen and kite surfing rental company spent one hour in two weeks trying to get them within their area. Surfers took down the signs and even blocked the beach with their kites. Only once did we see security for a few hours monitor the beach. Rest of time they were either in the hut on their phone or at the beach bar.Beach bar had staff priority with alcohol. Even shut early one day to have party with staff and a visiting couple.Our water etc. seen being taken off the maids carts and put on little trucks and delivered off site. Guess that is why people weren't being given the goods that they paid for.Reception staff on our adult only side were flippant and dismissive and never passed messages of our and others problems onto their superiors as they said the would. I asked their superiors and they hadn't a clue about what i was saying.It just got worse, children being onsite in a adult only, downgrade of food, noise late into the night when there was not to be music or late night entertainment on that side. The one good thing was a few of the staff. A big thank you for Lolitta the customer service manager from the regular side. Thank you for trying to get things done when the staff was undermining everything you were trying to do.It goes on... What a waste of our money and our time not to mention the waste of a possible paradise. Met nice people at the resort and the complaints from them were plentiful. The management has to get it in gear, there are staff that are quickly destroying the reputation of the company. Would I recommend this resort? Unfortunately not, I don't say that lightly. Maybe in the future.
There is so much potential at this beautiful little resort, with the little bungalows and interconnecting pathways so quaint and charming, but so many unnecessary frustrations that shouldn't have been issues to start with.This was our 16th trip to Cuba â€“ we know what to expect, anticipate some issues, roll with the punches, and generally have a great time. We understand that a vacation has a lot to do with your own attitude.We arrived at 9:15pm and were quickly told to head over to the buffet before they closed. I was pleasantly surprised that there was still a good variety of tasty food available. Great start!!The resort was not even close to 1/4 full. Sections of the resort were closed because of low occupancy. Majority of the guests were from Italy, Argentina, Cuba, and a few from Canada.We booked a wooden bungalow. We were taken to the second floor in one of the older concrete buildings furthest from the lobby, pool, etc. The room was large with vaulted ceilings and everything appeared to be in working order so we decided to wait til morning to deal with the room upgrade we had booked. One look at the the view from our balcony made us decide to keep the room we got. We did get a chance to see inside the wooden bungalows and they were quite dark and very small with no views so this definitely worked in our favor.Our fridge never worked. Ever. We gave up on a working fridge after 2 attempts to get it fixed. No big deal.We only ever had 2 towels in the bathroom at any given time. We asked for a towel for the floor by the shower because the tile floor in the bathroom got very slippery when wet. I even left extra money to get more towels. Never happened. So we used the beach towels. No big deal.We booked an a la carte one night. We wandered the resort in search of this elusive a la carte restaurant only to find it dark and locked up tight. A quick trip to the front desk to be told the a la cartes were being served in the back half of the buffet restaurant. Would it have been that difficult to tell us when booking?The grounds are absolutely beautiful, and from a distance the pool looks very inviting. However, we never saw anyone clean the pool or the deck area. It was quite lovely to watch flocks of seagulls swoop down into the pool to take a drink and cool themselves off. The whole area around the pool was splattered with bird feces - the pool deck, the loungers etc which made me question the cleanliness of the water itself.The first few days the food was so-so. More people arrived on Tuesday and the food improved 200%. Lots of fresh meat available to be grilled and cooked to your liking. Really enjoyed our meals. Until Thursday. Thursday, my tummy felt a little "off". Having never gotten sick before and because the food was really good, I chalked it up to too much heat and maybe not enough water. I ate lightly that day. After dinner, I noticed the chef handling the different fresh meats all with the same set of tongs. I thought "uh-oh... that's not good" - and Friday morning, for the first time ever since travelling to Cuba, all hell broke loose with my stomach. I don't know if the fresh meat sat out too long before cooking or if it was the utensil issue. Maybe going forward the plates of meat can be sit on a bed of ice.Let's talk about the beach... it's gorgeous. However, it wasn't the powdery white sand I was expecting. It was very compacted and in some areas you felt like you were walking on concrete. It was loose and soft down by the water's edge. The ocean was lovely and warm but way too shallow for my liking. Almost got run over a few times by the kitesurfers too. Maybe the "kiteboarding forbidden" signs should be posted in a few different languages? And don't even get me started on the sand fleas!! Maybe it's the time of year, but sweet Jesus they were the worst we've ever seen anywhere! Nothing stopped them â€“ So here we are, on a hard earned vacation, avoiding the pool because of the bird poop and now avoiding the beach because of the sand fleas and staying out of the ocean because of the kitesurfers... frustrating...Some of the staff are exceptional â€“ Joel and Elvis stand out the most â€“ then there are some, mostly the wait staff, that shock you with their attitude and laziness. I am not fluent in Spanish, but I do know enough to make myself understood. When you ask for "cafe con leche" and get a glass of juice instead, you know there's a problem.This place is gorgeous! It has so much potential, the food is really good and the beach is almost perfect. We met some of the nicest people and made the most out of our vacation. I know it's Cuba. I know it's low season. I know we didn't pay an exorbitant amount of money for our vacation. But no matter the country and no matter the price, no matter how pretty a resort is, we found our standard of cleanliness lacking. We have no regrets, but Cayo Coco/Cayo Guillermo, no matter how pretty, just isn't for us.
I travelled to this resort with a friend in December and our stay couldn't have been better. Although we had to switch rooms upon arrival (as our original room smelled weird and the toilet was broken), the staff made it easy and the room we ended up getting was great! The beaches are pristine and empty - we were the only ones on the beach a lot of the time, except for some kite surfers. The grounds were always clean. The food at the buffet was limited but great - everything was tasty and we never went hungry.If you go here expecting luxury, you will be disappointed. The accommodations are basic and there isn't a michelin-starred restaurant anywhere nearby. HOWEVER, if you keep your expectations in check and are generally easy-going when it comes to vacation, this place won't disappoint. We really enjoyed our time here and will definitely be back.
My friend and I returned to the resort this year June 12-19 (2014 last time) and once again enjoyed most aspects of our vacation. The resort is compact, easy to get around, has a very nice pool area, outdoor theatre, a lovely lobby area, a fabulous huge beach with lots of comfy loungers and good shade. The food is not luxurious but pretty good overall with the usual shortage of fruits and lettuce. The rooms (the original bungalows) are large with a walk in shower, nice patios and many with oceanviews, including many oceanfront ( a bit more $). The newer natural wooden bungalows are very attractive, but are smaller and darker inside. Would improve by painting the inside white. Get yourself oceanfront accommodation for a fraction of the cost you'd pay at other resorts. We loved the drinks quality at the lobby bar with very friendly bartenders, and also serving great Cuban coffee. Also had great service at the front desk and at the a la carte restaurants. Gets busy on the weekends with locals, esp on Fridays but they are gone Sunday night and the quiet resumes. Excellent shows, and live music in the lobby several times a week. This hotel costs a lot less than others on the beach, so if you are on a tight budget check it out. Message me for any questions. Great for LONG beach walks both dirctions
From the moment we arrived we felt welcome, the food was wonderful the staff great, shout out to Elvis ...and all the girls in the buffet, we stayed on the Adult side, would not bother staying over on that side again, we spent most of our time on the other side as we were with a large group and wanted to be together. Room was kept clean, beds were comfortable, some upgrades need to be done, like the drawer did not work in our room and the curtain kept falling off, but we dealt with it.The beach was wonderful, a little windy which is why there are so many kite surfers there, fun to watch.The shows were fantastic, the best we have seen in Cuba.Make sure you take bug spray, we had many different ones but the best one is the Great Value from Walmart.Plenty of beach chairs, no need to reserve them, and plenty of pool chairs too.Can't wait to return....Thank you to all the wonderful staff.
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.
Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.
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