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“Royal Service - fantastic”

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Paradisus Rio de Oro Resort & Spa
Ranked #1 of 11 Hotels in Holguin
Certificate of Excellence
Reviewed October 26, 2013

We stayed for two wonderful weeks in Royal Service from 4 Oct. All the reviews are totally correct this place is beautiful calm and elegant. The main hotel is a lot more lively and probably more appealing to younger couples.

I will not repeat what everyone has already said but would like to point out to the management a few areas which perhaps things could be improved upon. We were located in the 9000's right at the far end of RS. On several occasions when we needed to get a buggy down to the main hotel which was quite a distance we would telephone reception. They usually took a good ten minutes to arrive however one evening it took three calls from us and then our butler using his walkie talkie to get hold of the main hotel buggies to come up to RS to collect us. This left us over 40 minutes late for our table at the Mediterranean restaurant which they only hold for 15 minutes. We then got placed at a very dark table by the door and received a very poor quality frozen grey spongy cod main course and not great service, I also had a similar grey smelly frozen salmon meal in El Patio. I do not understand why fresh local fish is not being used in the restaurants. The lobster however is to die for and the Japanese and RS restaurants were terrific.

I must confess to liking my white wine and found the hotel wine to be very raw and sour and this really needs to be addressed especially in the RS bar & restaurant given the price of the holiday.

The public areas are very hot and humid in the evenings at this time of year and could really do with some fans in the bar and reception areas. My husband also found the wearing of trousers every evening a bit of a chore and felt that the main hotels buffet restaurant which is not air conditioned could sensibly accept a smart shorts policy.

My final niggle was at the Spa beach when we had paid for a day of treatments at the Spa only to find all the sun/Bali beds and shades being used by the main hotel guests. We struggled to drag a couple of sun beds under some trees to get a little shade. We had planned on enjoying our spa lunch on the beach but felt it was a little bit of a disappointment to what is a truly a beautiful spa facility for the beach to be chocker block with non spa people when paying out nearly £100 for the privilege.

All the above did not spoil our stay at the Paridisus at all and are only mentioned so that staff and management are aware. We would love to return to this heaven in a heart beat, the only trouble is Thomas Cook flights are terrible, paid nearly £400 in seat upgrades to have no toilet in premium going out, no television service coming back. My husband was asked to move his seat to a seat that had its tray screwed to its shortest position so he couldn't put it down over his stomach. This was due to TC mucking up another couples seat booking. The staff were unprofessional and indiscreet talking about passengers and banging the storage cupboards so hard you could not even attempt to sleep and the food is criminal. The Thomas Cook flight was branded as in "in style" !

Room Tip: Go for first floor rooms in RS garden as you will still probably get a partial sea view and the land...
  • Stayed: October 2013, traveled as a couple
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2  Thank Elaine D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
paradisusri0de0r0, General Manager at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded October 31, 2013

Dear Elaine D,
We thank you very much for your review and comments, always welcome and very useful on our work for your satisfaction. We will look into each of them with our heads of Departments. About the wines, there have been some irregularities from the wine suppliers lately; therefore the variety has not been as best during your stay, but it should be stable again.
We truly hope to have you many more times with us in the future.
With my best regards,
Lorenzo Rubio
General Manager

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Reviewed October 26, 2013

This review is mainly for the time we upgraded to the RS part; BUT to start, I will briefly mention the first three days in the main part of the hotel.
The junior suites were clean and very spacious, minor problems sorted out with courtesy and efficiency. The pool does need emptying and repainting, the lobby bar very warm,but great polite staff who had to deal with some guests who had to get their moneys worth of alcohol! Willian the bar manager had great patience with them! Evening entertainment was good and varied from music to shows.
The La Ceiba buffet restaurant was clean and had a wonderful choice of food, whatever your tastes. Couldn't fault the main hotel at all. The reason for our move? The "Benidorm Brits" that's what. Three days around a quiet pool area was lovely, but after they arrived, ours (and others) ears being assaulted with shouts and screeching was not what we had paid for, we thought enough is enough; we were in Cuba, not the Costas; so upgraded that very day.
Upgrading was swift and efficient. I'd have loved a Garden Villa with a private pool and own dining room, but my husband gave a long low sigh when he saw the cost, so a master suite it had to be (Drat!!!!)

WOW is all we can say once we began our "second holiday" I won't repeat what many others have said, but we totally agree with them about RS. The room, Butler service, food, atmosphere, and company were 100% better. We spoke to more guests in the first day than we did in three days at the main part (staff excluded from this)
The relaxed upmarket sophistication of the RS was more to our taste. Evening entertainment was low key, with classical music being the main theme of the musicians every night. There were always loungers to sunbathe on, plenty of room in the three tiered pool, waiter service from the pool bar ( we had some amazing and "different" cocktails) and the private beach spectacular, with drinks brought to you as and when you wanted. Buggies took you everywhere you wished to go, and to have anything you wanted brought to your room 24/7 was lovely.
Whatever we wanted, it was delivered straightaway with no problem. We had the obligatory Bubble Bath with Champagne, and once we got over the initial British reserve of having something so familiar done for you, we had some more!!
We made some good friends whilst there, the days around the pools were fun and sociable, and evenings the same in the bar. All the food at Los Helechos restaurant was of the waitress/waiter service & fine dining type, and the chef would oblige should you want something different.
The RS guests can use all of the PRDO facilities, but the main hotel guests are excluded from using RS. Which was nice, else all the Tom Dick & Harrys would be up there for free and spoiling it for others. Please keep it that way!
So much more to say, but what else can be said that hasn't already? We're definitely returning to RS in 2015 (2014 already booked I'm afraid)
All the staff were outstanding; I won't name any individual as they were all lovely in equal measure; from the gardeners to the manager. Bravo to you all.

Room Tip: All master junior RS rooms are nice. It depends on your bank balance as to what other types you want...
  • Stayed: October 2013, traveled as a couple
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4  Thank JustMeSouthWales
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRO_Managment, Director General at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded October 31, 2013

Dear JustMeSouthWales,

Thank you so much for your review, it is great to know that you loved your stay with us. Our Staff is very happy for your satisfaction here.
About the pool, it will be painted son and we will make a complete renovation next year.
We really appreciate your comments about our Royal Service, it is amazing and it will be a big pleasure for us to have you back. Please do not hesitate in contact us in advance for take care off all your booking details. Now you are part of our Paradisus Family.

Best regards from Paradisus Rio de Oro,

Lorenzo Rubió
General Manager

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Reviewed October 25, 2013

We visited the Paradisus for the first two weeks of October. From the moment we arrived - we were welcomed at reception by a live Cuban band, cold flannels and champagne - we were made to feel very special. Carlos, our driver, was great and informed us that we had been upgraded to an amazing ocean view room. Our room was large and clean. Our first floor corner room had a large corner balcony and a lovely side window near the bed so we could watch the sunsets. We were very near the wedding gazebo and walked there most evenings to take fab pics of the sunset and also the native Cuban Hutia (a large native land mammal) which comes out and eat at dusk. They cause you no harm and just ignore you and go and find some dinner.

The food was mostly excellent and we enjoyed eating in the Japanese (try and get a show table - it is super) and El Patio a la carte restaurants. We ate in the Mediterranean a la carte and were very disappointed with the service. On our first visit my lobster arrived as three small pieces of over cooked fish however when we returned the following week, the man on the table next to us was tucking into a whole lobster cooked in the shell so very inconsistent and certainly nothing to boast about. Also when we ordered the all-inclusive wine, rather than the expensive wine from the wine list, we waiting 30 minutes for this to be opened even though we asked on four separate occasions. We ate lunch in the El Laguna most days (by the pool) the pizzas are really amazing and the hot dogs and burgers well worth a try.

The pool was huge with plenty of sun loungers to be found. The pool is need of a refurbishment with the bottom being badly marked. It was very clean when we arrived but definitely needed cleaning by the time it was cleaned 7 days later, maybe a suggestion to clean it sooner. The pool bar was lovely to swim to during they day however around 4.30 each day it gets surrounded by people who like to look good but do not swim and smoke constantly.

The bar and restaurant staff couldn't have been more helpful and some went out of their way to assist. Arg, aka Agi part of animation team was amazing and so helpful. he assisted with anything we needed and was very informative. He gave us a lovely guided tour around the RS and spa areas. We decided not to upgrade as we felt we had everything we needed. We didn't go on holiday to have our beds turned down or our baths run for us. We booked a dolphin trip with our rep and that really was worth it. Much better than the trip I have previously done in Dominican and we were in the water with the dolphins for a full 30 minutes swimming and doing tricks.

The wildlife was fab with huge crabs, lizards and toads to be found every evening. I was dreading the spiders but we found one in the bed on the day we arrived, maybe our room had not been used to a while, and a largish one in the beach bar late at night. No tarantulas I am delighted to say :-) Please consider taking some bananas to feed the iguana in the Botanical Garden - he is very friendly and loves to come out for his favourite food :-)

All in all a super holiday with our only gripe being that our fridge was not replenished every day and we had to speak with reception, unfortunately this did not work as the next day our fridge was still full of the drinks we weren't drinking and had none of the drinks we liked. We wouldn't return to this hotel simply because there are many other places we wish to visit but we would recommend it to anyone. Thanks Paradisus for an amazing two weeks :-)

Room Tip: We requested a first floor corner room. This gave us a large corner balcony and also a side window...
  • Stayed: October 2013, traveled as a couple
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1  Thank Nicki T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRO_Managment, Director General at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded October 31, 2013

Dear Elizabeth M,

First of all I would like thank you for having recently stayed at Paradisus Rio de Oro! It is very important for us know your feeling about our hotel as it helps us on our daily work for your satisfaction. We will take note of all your recommendations and we keep on working every day.
We would be very pleased to welcome you again and if you decide to come, please feel free to contact us in advance. It will be a pleasure for us to help you with anything that you need.

Faithfully yours,

Lorenzo Rubió
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 25, 2013

The resort was very nice, food was good in the Buffet, but 2 of the 4 A La carte restaurants were very poor. The Cuban and the Japanese were very good, but the International and the Mediterranean were very poor, so poor that we didn't reserve them in week 2. The people and the hotel service were exceptional, but the standard of the pool surround and maintenance was not up to standard, you should be careful where you walk for loose and broken concrete, grates etc. But was fine overall. All I will say is THOMAS COOK YOU ARE SHOCKING !!!!!!!!! I travel a great deal and usually arrange my own flights etc. on scheduled trips, so its unusual for me to travel charter and use a holiday company. The last one was Kuoni who were exceptional in every detail. As for Thomas Cook, well, spend £3000 on a holiday, but don't expect to sit next to the person who you actually booked with, they want to charge extra !!!, in fact at check in it seemed to be "policy" that if you refused to pay extra then they treated you as second class, and this was before you had even got through airport check in.only a drink with the meal is complimentary, you pay for EVERYTHING else, so a 9 hour flight for a family could be quite expensive, so stock up at the airport. The whole flight was an example of sales and marketing. It appeared as though families were deliberately separated who had refused to pay the "sit with your family tax", so for the whole flight dozens of people were swarming about trying to speak or have contact with their travel partners. Family members shouting across aisles or rows of people, passing bags back and forwards.There was a special announcement for a couple celebrating their diamond wedding anniversary, and when they announced she was sat in seat 13B and he was in 21F the whole plain erupted in laughter instead of the expected applause. As a package deal you would expect some sort of information re the airport before landing......NO nothing at all, just a planeload of people dumped onto the tarmac, with no idea that they had to fill in customs forms or that there were 2 control points etc etc, so a lot of confused and very annoyed passengers being sent to the back of a queue because they didn't have the correct forms filled in. THOMAS COOK you are a joke of a company, no customer care, no customer service, just appealing. So if you can put up with a shoddy holiday company, then don't let it detract from your holiday, you will enjoy this resort and its people while you are actually there.

  • Stayed: October 2013, traveled with friends
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2  Thank KevinC235
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
paradisusri0de0r0, Director General at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded October 31, 2013

Dear Kevin C,
We appreciate posting your review in TripAdvisor. It is a pleasure to let you know that we have the plan of a total renovation of the pool in 2014. We will love to have you back and would like to receive news about your next plans.
With my best regards,
Lorenzo Rubio
General Manager

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Reviewed October 24, 2013

We just came back from a week at Paradisus Rio De Oro (PRDO) and had a fantastic time. The junior deluxe ocean view suite was amazing. This was our first time at PRDO and we will be returning. This was the first time that I ever had an outdoor shower at a resort, and now I am absolutely spoiled. The room was spacious and it was amazing to look out at the ocean each morning. We met people from Royal Service, and went on a tour, and it looked incredible but we were completely satisfied with the junior suite.
Pablo made reservations for us at several a la carte restaurants, and the food at all was great. My favourite for fun would be the Japanese with Chef Roybert and his son. The tables were competing with cheers and the chefs were entertaining. The Mediterranean restaurant was the most elegant and is great for a romantic dinner. Breakfasts and lunches were also very tasty - try the fish of the day, the Hawaiian pizza, and the pasta. The only thing I missed was fresh pineapple at breakfast (as I have had it at other resorts in Cuba). If you love black pepper, bring some of your own (I always bring some in an old film container).
The customer service manager Dunieski was very friendly, and he made sure that we had an enjoyable stay. Other staff that made our trip memorable were Misleydis, Noemi, Chang, Yunior, Maria, Katia, Leonardo - and a host of others.
We started each day at the beach and would make our way to the swim up bar in the pool in the late afternoon. There were a lot of visitors from both England and Canada, and several friendships were started. From what we learned, some of the beach had been washed away in an earlier storm, but it was more than adequate. The snorkeling right from the beach was so convenient - saw lots of colourful tropical fish, and even a few barracuda. We walked the length of the beach each day for a bit of exercise. The views from both the beach and from the higher ground were stunning.
The evening shows were quite good - not the 'usual' themes that we have seen at other resorts (Grease, etc.). This was good local talent - both musicians and dancers. The musicians/singers at the beach grill at lunch are also quite good.
Hats off to the staff at PRDO for making this place one of our favourite resorts. We'll see you again.

Room Tip: Make sure to get a room with an outside shower - you won't regret it.
  • Stayed: October 2013, traveled as a couple
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2  Thank BeachRoamerWhitby
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
paradisusri0de0r0, Director General at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded November 1, 2013

Dear BeachRoamerWhitby,
Thank you so much for posting your experience in TripAdvisor. All our staff and I, especially Dunieski, Misleydis, Noemi, Chang, Yunior, Maria, Katia, Leonardo will be waiting for you!!
Sincerely yours,
Lorenzo Rubio
General Manager

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Reviewed October 24, 2013

This year I visited PRDO the second time and figured that the best beach with the bar service is assigned to royal service only. For me it was the biggest disappointment!
I'm not picky in terms the food or room or pool but access to the beach is crucial!
The hotel shares one beach with another hotel but the spot is small, crowd and rocky.
They have another small beach at the spa but there is a message “For our customers only”, means they can ask you to leave at any time – did not happen to me but at busy season you never know. All these will make me to reconsider to go to this hotel the third time.
But if you like to spend all day long in the pool drinking beer and never go to wash-room then this place is you should definitely consider, worth every penny.
Once again the food is very good, all rooms are very large and clean, staff is very friendly and help full.
Just be ready for a small trick, at the time you have to pay, suddenly all credit cards readers become “broken”. Try to figure out why? :))

  • Stayed: August 2013, traveled as a couple
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1  Thank ANSVEL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
paradisusri0de0r0, Director General at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded November 1, 2013

Dear ANSVEL,
Thank you for your review.
There are no private beaches in Cuba, therefore neither is so the one at the Royal Service beach or the one at the Spa, but their bar and/or sunbeds and parasols are exclusive for the use of the clients of these areas respectively.
A few days ago, and it seems to probably be the day you refer to when you went to pay, the connection with the main bank from the credit card readers was off and it was not possible to access by any of the readers of the hotel and all this area. But it rarely happens, as clients have always been able to use this service.
We truly hope we have you for the 3rd time with us, all our staff will be waiting for you!
With best regards,
Lorenzo Rubio
General Manager

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Reviewed October 23, 2013

We stayed in the RS section from Sept 17-24 and had the most memorable honeymoon anyone could ever imagine! We started off in a nice air conditioned minivan that took us directly from the airport to the resort. Our driver was great and pointed out some of the highlights along our 1 hour drive.

When we arrived at the RS check-in (11:00am), we were greeted with a cold face towel, a cold beer (or champagne if you so choose), and a bowl of amazing banana chips. We were shown to a comfortable seating area in the lobby while the Guest Services Manager did all the paper work and ensured our room was ready for us. Our drinks were refreshed and we were wisked off to our room along with our butler Renaldo. He showed us around our room, and took notes on what we wanted our mini fridge to be stocked with.

Then it was poolside for the remainder of the day, where the staff made a point to greet us and get to know us. Since it was a slower part of their season for travellers, we were lucky enough to have 1 of the 3 sections of the RS pool to ourselves at all times!

We did venture out of the RS section, but not too often. Why would you want to when you have everything you want and more in the RS! The beach(es) in the RS section are superb! Soft white sand, shallow warm waters, lots of lounge chairs at anytime of the day.

There were so many staff that went above and beyond throughout our trip. I know I am going to forget to mention some, and for that I appoligize, but I promise on our next trip to Pardisus Rio de Oro we will make sure to thank them in person.

Julio C at the beach bar, always made sure our drinks were refreshed, brought snacks around and made a point to come around the bar and shake our hands when we told him we were leaving the resort for home the next day.

Reynaldo and Hector, best butlers you could ask for. They made sure everything was above our expectations, and were there when we needed them but didn't follow us around constantly checking in with us like butlers do at many other resorts.

Paval in the Japanese Restaurant. I don't think I have ever laughed so much during a dinner. Yes the preparation of the food is a part of the show/entertainment but the chef is really the one who makes it an experience you will never forget. We did go back a second night, and had a different chef. Unfortunately we can't remember his name, and he was good, but Paval had us in tears we were laughing so hard.

John at the pool bar, always made sure our drinks were cold and never empty. He made a point to talk to us each day and ask us about the things we did while in Cuba. It was as though he wanted to get to know us which made us feel very welcome.

I know there are more staff who helped ensure our honeymoon was one we will never forget but unfortunately I can't remember their names :( The one I do want to make special mention about is one of the guest services staff in the RS lobby. He was always willing to help us out, give us good advice on what to see in the area, etc. We can't remember your name, but thank you again!

As far as the rooms go, who could ask for a better room! Lots of space, comfortable beds, for the most part (don't go expecting a pillow top plush mattress) and the bathrooms will leave you breathless.

We did decide to upgrade to an oceanview room for our last two nights and wish we did it sooner. The view from our original room was great but the oceanview was spectacular. We were considering really treating ourselves and upgrading to a Garden Villa but unfortunately they were unavailable. I think our bank account thanks you for that :)

One last thing to point out is the staff NEVER expected any tips and the tips that we did give they were genuinely greatful for. We did wish we brought down more items from home to give to the staff for their children (t-shirts, shorts, toys/colouring books, etc).

Did we enjoy ourselves? YES! Would we go back? YES! Have we recommended it to others? YES!

Thank you again for creating memories that will last a lifetime, or hopefully shorter so we will have to go back and reminisce!

  • Stayed: September 2013, traveled as a couple
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1  Thank Melissa C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
paradisusri0de0r0, Director General at Paradisus Rio de Oro Resort & Spa, responded to this reviewResponded November 1, 2013

Dear Melissa C,
It is a big pleasure to hear you had such an amazing honeymoon in our Royal Service and we truly hope to have you back for the celebration of your 1st Wedding Anniversary!!
All our staff, especially Reynaldo, Héctor, Julio, Pavel, John and I will be waiting for you.
Sincerely yours,
Lorenzo Rubio
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Paradisus Rio de Oro Resort & Spa

Address: Playa Esmeralda, Crta Guardalavaca, Holguin 007, Cuba
Phone Number:
Location: Caribbean > Cuba > Holguin Province > Holguin
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 11 Hotels in Holguin
Price Range: $225 - $545 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Paradisus Rio de Oro Resort & Spa 5*
Number of rooms: 354
Official Description (provided by the hotel):
Located in the Bahia de Naranjo Natural Park, in Playa Esmeralda, on the northern coast of Holguin province. Five-Star Ultra All Inclusive Eco-Resort with 354 rooms. Conceived only for adults aged 18 years or more. Maximum comfort and perfection in its private Royal Service area for a fabulous experience in a world apart. Recommended for weddings, honeymoons, incentive trips and wellness/spa. Guest Rooms 354 rooms: 254 Junior Suites, 24 Luxury Junior Suites, 16 Luxury Junior Suites Ocean View, 2 Suites Deluxe, 36 Master Junior Suites Royal Service, 14 Master Junior Suites Ocean View Royal Service, 6 Master Junior Suites Luxury Royal Service, 2 Garden Villas Royal Service. Dining: 8 Restaurants (A la Carte, Buffet), 5 Bars. ... more   less 
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Also Known As:
Paradisus Rio De Oro Hotel Holguin
Paradisus Rio De Oro Resort And Spa
Paradisus Hotel Guardalavaca
Rio De Oro Paradisus
Paradisus Rio De Oro Cuba
Hotel Paradisus Rio De Oro
Paradisus Rio De Oro Resort & Spa Cuba/Holguin

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