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“Beautiful Honeymoon- Fantastic Dining!”

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Paradisus Rio de Oro Resort & Spa
Ranked #1 of 10 Hotels in Holguin
Certificate of Excellence
Manchester UK
Level 1 Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Beautiful Honeymoon- Fantastic Dining!”
Reviewed July 16, 2014

I have just returned from the PRDO after having a great honeymoon there, staying at the main resort in the first week and the Royal Service in the second week. The hotel is set in beautiful grounds, with the gardeners working tirelessly to keep it looking like a real tropical paradise. We went to the spa twice and would really recommend it, the pool, beach and service there make for a really luxurious and romantic experience and the massages are great, the firmest massage you'll ever get! The staff in the spa were very attentive. The best thing about the main resort is the staff, Aveda the Honeymoon coordinator was brilliant, making sure we had everything we needed and organising some fantastic meals and events for us. The staff at the lobby bar are great, really quick, efficient and friendly- especially Yander and Alien. The hotel was only at 30% capacity when we were there and this had plus sides and down sides, it meant that we had a great selection of sun beds and we never had to wait for drinks but unfortunately the hotel chose to close the restaurants on many nights meaning that we could not get into any in the main resort until 5 days into our stay! If people can't get into a restaurant they need to open them more often. This is not acceptable when Thomas Cook say you are guaranteed 3 a la carte's a week and especially when the hotel is at low occupancy but they did allow us to eat at Los Helechos in the first week which was really nice.
I need to make a special mention about the food, as it really is fantastic, not just for Cuba but for anywhere. Carlos the food and beverages manager has done a brilliant job and is one of the friendliest, attentive and hard working people I have met and is a real asset to the hotel. The portions are small which is great as it means that you can have three or four courses every night without feeling overly full (or putting on too much weight!). The buffet for breakfast is also very impressive with a huge array of meats, cheeses, pastries, doughnuts, fruits and eggs in every possible way imaginable! Lunch at the buffet was low key but great for salads and very tasty paella type rice dishes and fresh meats and fish for grilling on the spot- but we often preferred the beach restaurant which has a lovely view and a good choice of dishes. The best restaurants were the Mediterranean (great carpaccio and authentic style carbonara with eggs & bacon like it's supposed to be) and the Japanese which is great fun, although it would be nice if the sushi used fresh raw salmon rather than smoked salmon but all the food was very tasty.

The Royal service is very picturesque and the rooms are really well appointed, worth the upgrade definitely. The food at the restaurant is really very good fine dining, especially the colour meal evening where we had one of the nicest fillets of beef I've had, served pink as it should be- a real treat for Cuba! Our only let down about the Royal service was the customer service, we found the staff to be not as friendly or upbeat as in the main resort, especially at Los Helechos for breakfast and lunch, we found one of the waitresses to be particularly difficult with a 'no can do' attitude- for instance when ordering a pasta dish once I asked if I could order a side salad to which she said I can only order from the menu so had to order a salad full of tuna, eggs and anchovies that I didn't need. We also tried to order a cocktail we saw on the back of the menu to which she said "you're not supposed to open this part of the menu, we don't do these cocktails". We also found that in the mornings/early afternoons the bar service was slow or even non existent around the pool until the very lovely friendly lady started her shift in the afternoon.

The hotel offers a fantastic range of activities and the animation team, especially Aggi work really hard to make your stay a fun one. We had booked on 4 of the hotel excursion but unfortunately 3 of which were cancelled due to low uptake which was very disappointing as they looked very interesting.

The pool closure I feel has been a big issue, with the pool restaurant closure meaning a more restricted choice at lunchtime/daytime snacks and the arrangements to use next door's pool being unacceptable. You do not pay to stay at a five star adult only resort to have to walk a good mile in the heat to get to a four star resort full of kids! As a result the Royal Service pool ended up being packed as people chose to upgrade which meant that not only was the main resort effected but also the quality and atmosphere of RS. One day we couldn't get a sunbed round the pool at all at the RS- not great when you're paying 105 CUC extra a night to stay there!

Overall we had a great Honeymoon with some fantastic meals with just a few areas for improvement. We would very much like to return in the future but would not do so whilst the main pool is closed- even in the Royal Service as this has unfortunately had a knock-on effect.

Stayed July 2014, traveled as a couple
Helpful?
10 Thank emalu1
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 review, July 28, 2014
Dear emalu1,

Thank you so much for sharing your experience with other travelers in TripAdvisor, as well as for letting us know your opinion, which is very important in our everyday work for your satisfaction. We have looked into the Royal Service aspects with its staff, as well as each of the other aspects with its respective teams. We truly regret not being able to provide you with the expected satisfaction in those areas. About the pool, it really needed the work that is being done and after it is finished, which will be very soon, we will be able to offer an excellent pool with the quality that all you, our precious clients, deserve.
All our staff and I would love to have you back at Paradisus Rio de Oro and its Royal Service, and we will like to receive your news as you start making your plans please, we will be at your total disposal for anything you need.
Sincerely yours,

Lorenzo Rubio
General Manager
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Weymouth, United Kingdom
Level 4 Contributor
27 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed July 15, 2014

We went here on our honeymoon and had a fantastic stay.
The food was excellent (except the italian avoid that one!) and the staff every so helpful.
There really is no need to upgrade as the basic rooms are amazing! (but obviously i can only imagine how good the upgraded rooms would be.)
they were in the process of upgrading the hotel whilst we were there but caused no disturbances and the beach is stunning!
the evening food (not restaurants which you can book in advance) are self service but there are chefs cooking all sorts fresh for you! the pool and beach bars are waitressed in the day serving a lovely selection of food!
Really was an amazing place!

  • Stayed October 2013, traveled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
7 Thank chic_sailer
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 review, July 28, 2014
Dear chic_sailer,

It is a great pleasure to know you enjoyed your honeymoon so much at Paradisus Rio de Oro Resort & Spa! We truly hope to have you back next year for the celebration of your 1st Wedding Anniversary. We will love to receive news from you and to help arrange anything you might need. Thank 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.
Cambs
2 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed July 14, 2014

We visited the PRDO as first timers (two couples in their 40's). We were greeted at the hotel with champagne and fresh flannels - which was a lovely welcome touch. Check-in was quick and easy and all of our prior email requests had been met. Both couples had been allocated rooms in renovated block 11.The room facilities were great, we had a spacious well equipped main room with large modern bathroom/dressing room. The free safe was a good plus factor. The maid and mini-bar service was excellent. We occasionally left them a post-it of thanks or a request, and our needs were always understood and met that day.  We met our maid on a couple of occasions who greeted us with a friendly smile and often left us with some fabulous towel creations, which showed her great sense of humour :-)

Food wise, the evening buffet was 'ok' with the deserts being excellent. The breakfast buffet was good. The simple sugar topped cookies are to die for. 'Pastry chef' - you won my heart with that biscuit recipe! Also, the mango was the best I have ever eaten. We visited all the a la carte restaurants on more than one occasion including the Royal Service, and enjoyed each of them, all offering a different ambience. The pool and beach restaurant have a good range of food at lunch time, with something to suit all. 

Our group enjoyed the spa day, starting the day with a treatment, all choosing a different  massage. Each of us said that our massage was excellent, I had 50 minutes concentrating on my legs only and my pins felt amazing for the rest of the holiday. 
 
Cocktails in my opinion were nothing to write home about! I'd read several comments about the mojito's but I'm afraid to say, the ingredients didn't deliver what is normally a delicious drink. However, champagne was readily available and the piña coladas were refreshing. Be aware that there is not the usual Pepsi or Coke out there, so the equivalent is a little different.

The animation team are not pushy and offer plenty of activities to those who want to partake. The evening entertainment is varied with superb singers, dancers, magician. We particularly enjoyed the beach party and operatic singers.

The staff really help make this hotel and it was excellent to find the deputy manager (Carlos) around the resort nearly every day, taking time to ensure that each and every holiday maker was happy, this personal touch from someone who recognised faces each day was very commendable. The staff throughout the hotel are all very friendly and helpful and though there is no expectation of tips, they are politely grateful when you do. The majority of them go out of their way to make your stay a great one. Well done to you all, you do a fantastic job :-)

Cuban people outside of resort are lovely too, and seeing the Cuban countryside was a real eye opener and i highly recommend that you try getting out. We took a half day out to visit a plantation and small museum and finished off the trip with a meal at a family run restaurant by a lake, which was thoroughly enjoyable. Some of our group also visited the nearby market, using the horse and cart service direct from the hotel.

At the end of our stay, we received a send off from Carlos, the animation team and the Cuban musicians, which was a pleasant surprise, waving us off as friends of Cuba.

My personal view, and though our group had a great holiday... Is that this hotel tends to attract honeymooners and the 55+ age group, so it may be a few years before we consider returning, however that said, we thoroughly enjoyed our stay :-) 

What the hotel could do to improve: 
Include a drinks service on the beach (although a walk to the nearby beach bar is no issue and is a good way of getting out of the sun from time to time, beach service would just offer that extra 5* touch). 
Renovate the spa pool, as it is looking a little shabby in places.
At the Spa,  after our treatments we found that there were few staff around to provide fresh water (there are jugs of water left on the side which have different fruits in them, but by the afternoon, they are quite warm and slightly off-tasting).
The jacuzzis around the main resort pool needs a revamp, at times they were quite dirty.
A la carte restaurants - we noticed a slight dip in the service on busier evenings.  nothing major, though worth the hotel being aware of so that they can address and maybe put a few more staff on when higher numbers of reservations have been accepted.  
Food was very good at the Royal Service restaurant, though the restaurant lacks a bit of atmosphere. 

I hope that this helps.

Room Tip: Block 11 is close to lobby and the rooms are renovated to a great standard.
See more room tips
  • Stayed June 2014, traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
9 Thank Mossabbo
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 review, July 28, 2014
Dear Mossabbo,

We really appreciate your feedback and the suggestions, yes, they do help! It is important to have your view as clients as you are our main reason of existing, so thank you very much! We are glad to read that you enjoyed your stay at the hotel and truly hope to have you back, please, do not wait much, as we will all be very pleased to see you and welcome you as part of our big family that you already are!

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.
Brampton, Canada
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed July 14, 2014

We just returned from our week at the Paradisus, and generally were disappointed. We learned just before our trip that the pool would be closed for renovations, but we were happy to hear that we would be compensated for the inconvenience with $1,000 worth of coupons for services and products at the hotel (and that we would be transported to the neighbouring hotel anytime we wanted to use their pool and facilties). The $1,000 in coupons were a sham. To use ANY of the coupons it would cost us more money. The spa coupons were for 50 pesos each, but the massages (or any other service at the spa) were at least 118 pesos. Upgrading the room (a 400 pesos coupon) would be a minimum of 700 pesos per person more than the coupon reduction. When we trying to use the neighbouring hotel's pool we were treated like criminals, and we were told we were prohibited from the hotel property. Sol Luna and Mares management had had no communication with the Paradisus regarding anyone from our hotel using their pool or their facilties. And we were given no communication from the Paradisus as to how this was going to happen. Why it took until just before we left for our holidays to inform us that the pool would be closed is a whole other issue. I understand renovating the pool is an annual occurance, and it should have been clearly stated this was the case PRIOR to any bookings. Two days later we found a slip of paper under our doors stating we had to get a pass from reception on a daily basis. This is not the type of communication we would expect from a 5 star hotel. Also, when we arrived late Sunday evening, we found the air conditioning unit in our room was not working. A 5 star hotel should have had rooms ready for occupation, fully functional. After reading trip advisor, we were aware that we would have to sign up for a la carte restaurants very quickly. When we arrived on Sunday it was too late to make reservations, so we did it first thing Monday. When attempting to make our 4 reservations (as was advertised), we were totally unable to do this. We got one reservation, and was told that all other dates were booked up. Due to the pool being closed, we got a dinner booking at the Royal Service restaurant. Again, this is not service we expect from a 5 star hotel. After complaining to our travel rep and customer service, we were granted one more a la carte restaurant and one more Royal Service restaurant reservation. Late Saturday afternoon we received an apologetic phone call and piece of paper stating they had over-booked the RS restaurant, and that our reservation was cancelled. I negotiated "compensation" in the form of a late check out time, only to find out Sunday (the day we left), that we were locked out of our hotel room, since no one at customer service had been informed that we had until 5pm to check out without extra charges. After some discussion we were allowed back into our rooms to pack. Totally unacceptable treatment, for any hotel, much less a 5 star.
We had heard such wonderful things about the Paradisus and we were very very disappointed that the wonderful reviews were NOT reality for us. And, as the saying goes, when you have a good experience, you tell friends when they ask how your holiday was. However, when you have a very poor experience, you want to make sure everyone knows. The Paradisus needs to have a lot of improvements before we would think to return. As for improvements, they should start by repairing the webbing keeping out the birds from the buffet restaurant. Finding bird poop on your table just before you dine is a huge turnoff, to say nothing of a health issue! And make sure that what you advertise to provide lives up to it in reality. Make sure that just because it may be a slow time for the hotel, that you have enough people working to be able to service the people who care enough to register with your hotel.

  • Stayed July 2014, traveled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
12 Thank Lela L
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 review, July 28, 2014
Dear Lela L,

Thank you very much for sharing your review with other travelers in TripAdvisor. We appreciate your opinión and suggestions as they always help us on our work for your satisfaction. Please, let me explain that the Resort Credit 1000 gift voucher is a promotion that is in place at the hotel as well as in all the other Paradisus hotels in Cuba, totally independent from the renovation of the pool of our hotel, and it is a gift for partially cover specific extra services during your stay.
Your comments are very important and useful for us. We truly regret not being able to provide you with the expected satisfaction in some of our areas. The pool really needed the work that is being done and after it is finished, which will be very soon, we will be able to offer an excellent pool with the quality that all you, our precious clients, deserve. We have looked into the incidents in the first day of pool closure and discussed them with the involved parts, as well as the ones related to the restaurants, please, accept our most sincere apologies. Despite this, we would sincerely like and appreciate to have a new opportunity to welcome you and make of your next stay a totally memorable experience!

With kind regards,

Lorenzo Rubio
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal
Level 5 Contributor
43 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed July 13, 2014

This was my 3rd visit to the Paradisus. Its my favorite resort, I do find it pretty perfect: its calm, clean, friendly, good food , incredible beach good for snorkelling, comfy rooms & beds. I dont have anything negative to say, which is why I keep going back.
This time I went in July, the resort was very quite, not many people go to Cuba in July - maybe a little too quite for my liking but you are sure to have peace & quite.
People who go here are not looking to party, which is a good thing. Its a all adult resort for respectful adults wanting to down time to recup from work or other. Couples having a romantic get away. If you want nightlife & party, go elsewhere.

  • Stayed July 2014, traveled as a couple
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Roxane11
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 review, July 28, 2014
Dear Roxane11,
It gives us great satisfaction to read that you enjoyed so much your 3rd stay at Paradisus Rio de Oro Resort & Spa and it is our honor to be considered by you your favorite resort!
We look forward to having you back very soon, and thank you for being part of our big family!
Sincerely yours,
Lorenzo Rubio
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brampton, Canada
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed July 12, 2014

Upon arrival I received $1000 in hotel credits! The next day I requested a room upgrade! I was told (after being satirized by the staff) the priize was $48 extra per night! Eventhough I had $400 in room upgrade coupons I was told that only $100 could be used and the rest would be paid by me! That upgrade would have cost me less if bought beforehand! Paradisus also has the honor of being the first hotel in over 14 trips & 8 hotels in Cuba to refuse my request of punching a hole in the access card in order to hook it to something and avoid losing it! Room service was a mess! The buffet went down, no gorgozola cheese or white asparagus! On the other hand! The hotel is spectacular, the location is magnificent, the best snorkling ever, and it included scuba diving!

  • Stayed June 2014, traveled solo
    • Value
    • Rooms
    • Service
Helpful?
10 Thank Al G
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 review, August 9, 2014
Dear algal154982,

Thank you for your comments about your recent stay in Paradisus Rio de Oro. We have looked into your observations with the Front Desk Department, as the explanation of the procedures of the Resort Credit vouchers was obviously not correctly transmitted and we truly apologize for it, cause of your dissatisfaction.

We regret not being able to punch your key. Please be informed that room keys are not disposable, but used for other coming guests following your holidays. We truly appreciate your understanding on the matter.

All our staff and I would like to welcome you back so you can enjoy our haven of peace again. We will love to hear from you in the future and to assist in making your next stay the most memorable one.

Sincerely yours,

Jean-Marc Rousseau
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
Level 5 Contributor
53 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 88 helpful votes
Reviewed July 12, 2014

I was thrilled when I saw that the resort was giving me $1,000 worth of resort credits. I had booked a junior suite and thought "Maybe I can upgrade my room to a junior suite deluxe ocean view with my $400 upgrade coupon"... Air Canada Vacations was asking $160 for the upgrade, if I took it when I booked the trip. So I figured the $400 coupon would probably be enough to cover the upgrade.
When I arrived at the desk, they started by telling me that if I didn't use the coupon, I would pay $56 a night for the upgrade, but if I did, I would pay $110 a night. So if I did use the coupon, the upgrade would cost me $370 (7X$110-$400), and if I didn't, it would cost me $392 (7X$56). So, in fact, if I used the coupon, I would save not $400, but $22. Not impressive. That's not the way rebate coupons are supposed to work. That's not the way they work in Canada, at any rate.
Then, they told me that they couldn't give me an upgrade, because the had no availability. Strange, since the resort was almost empty.
The next day, I asked about prices for the services offered by the spa. Same thing. Use the coupons, you get one price. Don't use them, you get another price. In the end, I came back with my $1,000 resort credits. They're in the recycling now.
Now let's talk about the personnel. Most of them are really nice, I must say. But there are a few who need to be brought down to earth. It's a well known fact that some resort employees serving travellers make more money then government officials in Cuba. Well, they should remember that they are still service employees and that their job is to be agreeable and nice to travellers. There is this one guy working in the lobby offering drinks and cigars at night. He pushes his little cart with his white gloves and he looks at you like he's president of the universe and you're a bagman. He seems to think that he would make even Adonis pale in comparison to him. And that woman in the buffet dining room who yelled at me because I didn't know the buffet dining room was only serving À la carte meals on Wednesday, Friday and Sunday night. "Don't you know what day we are" she yelled at me. No Ma'am. I'm on vacation and I don't work here.
So, all in all, not the best travel experience I ever had.
But I must say there were plenty of fish and the water was crystal clear.

Room Tip: Don't expect to get a good deal on upgrades using your coupons (what they call resort credits)
See more room tips
  • Stayed July 2014, traveled with friends
    • Rooms
    • Cleanliness
    • Service
Helpful?
13 Thank Nicolas G
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 review, August 9, 2014
Dear Nicolas G,

Thank you for taking time to share your comments about your recent stay in our resort.
We would like to sincerely apologize for not being able to provide you with the satisfaction you were entitled to expect. We have looked into each issue with the specific involved departments. Please, let me explain that the Resort Credit is free vouchers to partially cover certain extra charge services at the hotel, upgrade among them. The explanation given to you about the supplements may have been insufficient, and it was carefully analyzed with the Front Desk staff. We are sorry about this lack of clarification.
We have also checked your comment about the service staff. Please rest assured that the main objective of our personnel is to assist you and to make sure that our guests´ stay is the most enjoyable possible, and if anything ever made you feel different, it is corrected immediately, as you are our reason of existing.
We will love to have you back so you can enjoy all the services we have to offer to you, and it would be our greatest pleasure to hear from you as you plan your next holidays.
Sincerely yours,
Jean-Marc Rousseau
General Manager
Report response as inappropriate
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

Property: 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 10 Hotels in Holguin
Price Range (Based on Average Rates): $$$
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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