We stayed here from the 5th - 19th of July, First of all I've got to say I have had better holidays,My wife & I went here with 5 other friends & family and As some other reviews have stated, the mozzies are mental, I have NEVER & I mean never been bitten on any any holiday I have ever been on but I was eaten alive on this holiday, I had bands on, spray on & a plug in working in the room but it was still murder the hotel really needs to spray more as this was a major problem as we couldn't sit outside if there had been any rain, on the beach at night or on our balcony at any time of the day or we would be attack.
When i first booked the holiday 9 months ago i emailed the hotel & informed them there would be 7 of us in 4 rooms & i requested rooms next to each other this did not happen, I also informed them that my sister-in-law was having her 40th birthday on the first day we got there & could they organise a table in one of the restaurants with a cake which I would be happy to pay extra for, this did not happen, on our 5th day there it was mine & my wife's 10th wedding anniversary & we had booked a table in the al la carte restaurant my wife ask customer services about getting a cake for the meal & we were told they did not supply cakes which seems a bit strange as several other reviews for this hotel have stated that they had cakes supplied for special occasions ( maybe I didn't tip enough )
The service staff are amazing & it's them & the beach which makes this hotel a good holiday.
Whenever I tried to get a sunbed around the pool it was impossible as they were all reserved even though a lot of them were not use for the whole day but luckily I didn't go to Cuba to sit around the pool BUT there is a few days were i wanted to sit by the pool and couldn't.
The main problem I had was with the locals coming into the hotel using the pool & asking people to get them food & drink at the bar, they eat the food in the pool & left there rubbish lying around on the sunbeds, on one night we all went to the disco & one of the locals girls who we think was dating one of the serving staff threatened a woman in our party, she had been pulled onto the dance floor & this girls wasn't too happy & drew her finger across her throat so we just decided to go back into the main bar but this really put a bit of a dampener on the night.
After reading a few reviews since I came back I found that there was a pool party during the week which we did not know about as any activities were not well advertised so this could do with being addressed along with the problem of sunbeds & the locals.
In a lot of the reviews it stated that the food was repetitive but that was not the case the food was EXACTLY the same every day & night, I did find something to eat but it was bit of a struggle which I suppose is the same on a lot of all inclusive holidays it was my poor wife I felt sorry for as she is a vegetarian so was stuck with salads & pasta for most of her holiday, on several occasions she found bits of meat in her pasta sauce which ment she had to discard the food & start again.
We had a few days of rain while we were there & our room did have a few leaks in it but it only seemed to be the last couple of days our room leaked & not all the time it rained so It wasn't too bad, yes the towels & bed linen are a bit threadbare but its not my house or my linen so I can live with it for a couple of weeks.
The 7 of us took a trip into Moron in a taxi which was an experience to say the least, when the taxi driver dropped us of he told us to stay together, keep our eyes open & to hold tightly onto my DSLR camera, which gave us a bit of scare but we did not have any problems, people were asking for money or expressed an interest in our clothes but we survived with a good few picture so it was well worth it.
Now would I go back to Cuba, Yes but only if I could get a flight from Scotland, the drive too & from Manchester is just too much like hard work for me, Would I go back to the Sol Cayo Coco NO but mainly because I like to try different places.
We did have a good time but it was because of the company we were with & not because of the hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 7, 2013
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Thank you for taking a time to review your recent stay with us. I was pleased to note that you enjoyed your holidays, but naturally disapproved that you felt our towels delivery was inconsistent and our Entertainment Team couldn’t involved you in our activities. These are areas that we work at daily to keep improving. Actually, we bought an important level of beach towels lately; we’ve got a new Entertainment Manager with experience and skills in this area; we’d introduced new activities in our Program which is increasing our guests’ satisfaction and this is just the beginning. We count with 2 Lead Chefs who check everyday the quality and selection of food according with our standards and they are always at our guests’ disposal in case they need some special food.
We do look forward in the hope of being able to welcome you back in the near future and delivering to you the professional and friendly customer service levels that so many of our guests have experienced at the Hotel.
Luis Alberto Heras
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.