We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Tripadvisor
Cayo Guillermo
Post
Inbox
Search
Nearby Hotels
Reviews (2,467)
Filter reviews
2,467 results
Traveler rating
1,289
699
281
94
104
Traveler type
Time of year
LanguageAll languages
More languages
Traveler rating
1,289
699
281
94
104
Show reviews that mention
All reviews japanese restaurant playa pilar cigar bar beach bar pizza fish kids club entertainment team board walk a la carte restaurants foam party chicken ocean view junior suite main pool water shoes the grill
Selected filters
Filter
Updating list...
31 - 36 of 2,467 reviews
Reviewed 4 weeks ago

My fiance and I arrived at approximately 1230a.m after a delayed flight. We had requested a oceanview suite with a king bed and upon arrival the only room available was a suite with two small beds. The next day we went down to the lobby and by 3p.m they switched our room to a king room suite - which we were really appreciative for. Some of the staff were great and some were so-so. We noticed that a lot of the staff never smiled and it was difficult to be served when sitting in the buffet area. We had to continue getting up to ask for water. We only received 4 bottles of water in our room for the 7 days we were there and 1 beer in our fridge at a time. 1 beer to share between two people?

The food was just ok. It was very repetitive and we found they seemed to serve a lot of cheese, pasta, pizza and chicken. The last day we were there we discovered they served grilled chicken and spareribs at the snack bar during luck - wish they told us about it or we discovered it earlier because it was absolutely delicious.

The spa massage I had was amazing. It was a full body massage for 50 minutes for $40. An absolute steal considering just a back massage where I live is $60

There are a lot of cats that come around the snack bar and buffet so if you do not like cats then probably not the place for you. I did not mind as I am an animal lover.

The boardwalk could use some TLC as well as the long boardwalk leading to the gazebo. Some boards are broken and I ended up tripping since there was a missing step on the stairs leading into the water.

Rooms were clean. But noticed the floors were only washed twice in the 7 days of being there. Only way to have the floor washed was to give tips to the housekeepers.

Went on the catamaran excursion. The staff on the excursion were absolutely amazing. They were hilarious and loved having fun! Minus the ignorant family group that were there that continued to stomp on my feet and cause me to have bruises I would have had a perfect experience. Also minus the fist fights that happened during the cruise because one of the passengers continued to walk around and touch girls behinds including mine.

Overall the resort was okay. I don't think we would return as we have found other resorts we liked better. Id say it was a 3 1/2 star resort but definitely not a 5.

Date of stay: January 2020
Trip type: Traveled as a couple
Thank 272jacquelinej
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationOnline, Quality Manager at Iberostar Selection Playa Pilar, responded to this reviewResponded 4 weeks ago

Dear Jacqueline,

Thank you very much for your assessment of our hotel and also for having transmitted this constructive observation.

We are overjoyed you loved the lunch on offer at the snack bar, your massage experience and the catamaran excursion. However, we are very sorry to hear some other elements of our resort were not to your liking. Impeccable cleanliness, exceptional gastronomy and outstanding service are the foundations of Iberostar. We invest significant time in our training process to ensure our dedicated and diligent staff are fully equipped to carry out our strict maintenance and cleaning routines. In addition, we have 5 different restaurants offering a range of Mediterranea, Japanese and Cuban cuisine and our professional chefs work hard to deliver a wide range of quality dishes using only the most fresh local ingredients. Nonetheless, we will pass on your useful comments to the management team, who strive to deliver unforgettable holidays to our guests.

Once more thank you for your time. We would all be delighted to see you in the future at our hotel and hope that you had a pleasant journey home.

Best regards,

Quality Manager
Iberostar Selection Playa Pilar

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 16, 2020

the hotel is very nice and clean. the food very good and with great variety. we liked the drinks at the beach bar.
The attention is very good, the workers are very professional.
our room with a beautiful sea view, very good comfort and clean.
I recommend the hotel and all its services

Date of stay: January 2020
Trip type: Traveled as a couple
1  Thank 763yensim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationOnline, Quality Manager at Iberostar Selection Playa Pilar, responded to this reviewResponded January 17, 2020

Dear guest,

First of all, thank you for your most appreciative review. Our aim is to create a particularly pleasant atmosphere for our guests with our numerous services in our beautifully designed hotel so your words confirming our success are very important to us.

It is nice to know that you hold us in fond memories and we hope that you visit us again soon.

Best Regards,

Quality Manager
Iberostar Selection Playa Pilar

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 11, 2020 via mobile

Terrible experience!!!!

It is absolutely not a 5 star hotel. Bad service, rude staff and the worst food in Cuba.
The all-inclusive service is a bluff: almost impossible to eat in one of the 4 a la carte restaurants (which are also very bad) because the staff simply does not want to clean tables, "24-hours bar" closed at happy hour time from 5 p.m. to 10.30 p.m., extremely poor quality buffet and most of the food written in any menu was not available.

We also found huge cockroaches in the room and cobwebs everywhere.
Finally, although the hotel is called Playa pilar, to reach the famous beach (4 km away) the resort offers a bus service ... obviously to be paid...ridiculous!

You should be ashamed of the bad service you offer and the rudeness you have shown!!

Date of stay: January 2020
Trip type: Traveled as a couple
Thank stellarusci
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationOnline, Quality Manager at Iberostar Selection Playa Pilar, responded to this reviewResponded January 15, 2020

Dear Stella,

We really appreciate you notifying us of your concerns related to your recent stay with us.

Firstly, we are very sorry to hear some elements of our resort were not to your liking. Impeccable cleanliness, exceptional gastronomy and outstanding service are the foundations of Iberostar. We invest significant time in our training process to ensure our dedicated and friendly staff are fully equipped to carry out their tasks to perfection. In addition, we have 5 different restaurants offering a range of Mediterranea, Asian and Cuban cuisine and our professional chefs work hard to prepare a wide range of quality dishes using only the most fresh local ingredients. However, will we pass on your useful comments to the management team, who strive to offer unforgettable holidays to our guests.

We thank you for choosing Iberostar for your holiday and hope to have the pleasure of serving you again soon.

Best regards,

Quality Manager
Iberostar Selection Playa Pilar

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 7, 2020

I've stayed at various Iberostar resorts over the years and was impressed with them in the past so upon looking for a place in Cuba to stay during new years break we went with this place based on reviews, price and familiarity. We traveled with young kids and had a adjoining (family) room.

Pro's
The kid's club staff was excellent, staff in general was good and friendly, food was a bit better than expected, night shows were entertaining, the snorkelling was decent

Con's
Rooms had broken patio door locks/handles, several broken handles in room and bathroom, a table light that repeatedly shocked my wife just touching to turn it on/off, phone did not work, lots of bugs in bathroom, lots of bug bites, water stoppage at times (some other blocks were out of water for over 24hrs), room was not cleaned daily,they had an ice cream station by the pool that was not open all week, they have a weekly pool foam party which they did not do (during the most expensive week of the year), we did not go to the NYE celebration but heard the show we terrible and did not even have a countdown, the boardwalk steps to the beach access were dangerous and had so many broken planks (especially still the steps to enter the ocean, which has been spoken for months now on this site!), the kids club structures are in bad need of maintenance, my son hurt himself on an opening off the ship that should have been closed off months ago or fixed (again, was addressed on this site months ago!), main pool was dirty and cloudy for 2-3 days.

It's a true shame that a resort so young in age could look so old and worn already, I firmly believe that the maintenance of this place will be it's long-term downfall. It's really too bad because the potential is there but even the staff realize that the things that need to be put in place to make it a resort it could be isn't happening.

Was also surprised to see how dead it was for such a prime-time of the year, was likely at about 50-60% capacity. Management clearly needs to open some eyes! pretty sad for Iberostar team

Date of stay: January 2020
6  Thank Canada88888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationOnline, Quality Manager at Iberostar Selection Playa Pilar, responded to this reviewResponded January 13, 2020

Dear guest,

Thank you very much for your detailed feedback on our all inclusive resort Iberostar Selection Playa Pilar.

First and foremost, we would like to thank you for choosing Iberostar once again for your holiday. We are saddened that on this occasion we were not able to completely satisfy you. We are grateful for the concerns you have raised in your review and for the opportunity they provide to improve our resort further. We would like to reassure you that the health and safety of our guests is extremely important to us and any concerns will be addressed as soon as possible and apologies for any inconveniences caused.

On the other hand, we are delighted with your positive feelings towards our wonderful staff, the evening entertainment shows and our Star Camp team. We do hope that overall you had an enjoyable stay with us and we would love to welcome you back to one of our Iberostar hotels around the world in the near future.

Best Regards,

Quality Manager
Iberostar Selection Playa Pilar

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 6, 2020

Let me start by saying that the staff here are what makes this resort. Everyone was super friendly. We especially enjoyed the omelette chef - she greeted us warmly each day and always knew our order. The entertainment staff was also good - we just wished there was more to do (it seemed that all the staff had the day off Saturday and there were NO activities at the pool or beach whatsoever). The Japanese restaurant was amazing - we wished we could have gone more than once. Cuban restaurant was also good. The buffet had pretty much the same thing every day - which was a bit tiring. We aren’t big seafood eaters so we had lots of grilled chicken and beef. However word of warning - quite often the chicken at the beach grill was given out raw - lots of pink inside. They really need to be more careful of that. Rooms are in dire need of an upgrade - peeling paint in the bathrooms and the most uncomfortable beds ever. Luckily it was very quiet at night so we could get SOME rest. We were fully prepared for the rocky beach and brought water shoes and masks and snorkels. It was amazing to see the fish, crabs, starfish and conch shells so close. And I agree with prior reviews - the boardwalk and ladders need attention - lots of holes, cracks, and missing boards. The free kayaks and paddle boats were a hit with my kids. There is also an issue with tiny bugs at night - my legs were bitten badly - even with spray. The walk to the local beach takes about 15-20 minutes and the beach is crystal clear with soft sand. All in all this is a nice small resort that could do with some renovation.

Date of stay: January 2020
Trip type: Traveled with family
1  Thank Polarbeargirl2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationOnline, Quality Manager at Iberostar Selection Playa Pilar, responded to this reviewResponded January 13, 2020

Dear guest,

We are grateful you chose to share your thoughts on our fabulous family-friendly Iberostar Selection Playa Pilar resort with exceptional snorkelling in the crystal clear waters.

Outstanding gastronomy is at the heart of Iberostar, so we are overjoyed that you loved our Japanese and Cuban themed restaurants. However, we are disappointed that you did not find the buffet varied enough and we are concerned about your comments regarding the grilled chicken. We selected top chefs to work in our kitchens who are professionally trained and strictly follow food preparation regulations as well as being subject to routine inspections. Additionally, we try to offer a wide range of options at each meal to suit all tastes as well as regularly changing our menus. We are sorry if this is not the impression you received and we will certainly look into your concerns.

Thank you once again for your comments and we would love to see you again at one of our Iberostar resorts around the world.

Best Regards

Quality Manager
Iberostar Selection Playa Pilar

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
View more reviews