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“Brilliant”

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Melia Cayo Santa Maria
Ranked #10 of 15 Hotels in Cayo Santa Maria
Doncaster, United Kingdom
Level 4 Contributor
25 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Brilliant”
Reviewed October 9, 2013

Just got back from a fantastic 2 week break from this resort the staff were great the lobby bar staff yabiel from the pool bar emesto from entertainment staff are just a few to mention our maid naisy also . The all inclusive package at this hotel was great freshly cook food cooked in front of you in the buffet restaurant the al a cart restaurant also good .we were looked after by all staf from the gardeners who would give you flowers and coconuts the waiting staff cleaning staff entertainment staff and all bar staff and snack bars . A most enjoyable stay and I can't wait to return

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank Sue H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 13, 2014
Dear Customers,

We very much appreciate your synthetic and well focused characterization of our touristic product. I believe that your review may certainly help other travelers while choosing a destination that would really suit their needs and expectations. Your nice praising comments constitute some valuable motivation for all our staff to keep on working on providing guests a memorable vacation. Thank you so much!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Montreal, Canada
Level 4 Contributor
22 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed October 8, 2013

Three professional men make up this resort what it is, Sig. Francisco Benito Director of the MCSM, Sig. Lucca Pezzolla Food and Beverage Manager and of course Sig. Manuel Head Chef of MSCM. These three people will go beyond their means to satisfy their guests. I truly give this resort a 5 star and believe me being in the hotel business back home I'm very picky when it comes to food and lodging. My wife and I arrived on the 15th of Sept and after travelling on a very comfortable air condition bus from the airport to the hotel we were the first guests to get off. The reception was vast and amazing as you can see from several pictures. It was a hot and muggy day as it rained the night before. The reception staff spoke english and spanish of course but we were greeted and our room and pass keys were already assigned in special envelopes. No sooner did we sign in that our polite Bell Boy Manager Sig.Heriberto introduced himself and boarded us onto an awaiting golf cart to show us to our room. We had the room 1211 over looking the main pool and close to all attraction including the swim up bar, the snack bar, the a la carte restaurants, the main buffet , the beach walkway, the grill and the towel shack on the way to the beach. All the villas are made up of two floors with balcony except for some villas that were closed for renovations. My pictures will follow at a later date and so will my comments.

Room Tip: Rooms near the pool in block 12 are beautiful.A/C is quiet and their bathrooms are all equipped wit...
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Marcobello
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 13, 2014
Dear Clients,

We very much appreciate your synthetic and well focused characterization of our touristic product. I believe that your review may certainly help other travelers while choosing a destination that would really suit their needs and expectations. Your nice praising comments constitute some valuable motivation for all our staff to keep on working on providing guests a memorable vacation. Thank you so much!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
sheffield
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed October 7, 2013

I had a fantastic 2 weeks at the Melia cayo santa maria in cuba, The resort was amazing weather was superb and the staff were sensational and nothing was too much trouble for them, special mentions go to Gianluca (head of food), Jorge (thomas cook rep), Arel, Ernesto (both entertainment) Gervano (chef) and our maid Paridios. Food was good, and there was so much choice to be had. For the money it cost, this really was a superb value and I highly recommend it. Its a place you simply must visit. Thanks to all the staff for making our holiday great. Jonny and Kirsty xx

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank jonny_mellor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 13, 2014
Dear Customers,

We very much appreciate your synthetic and well focused characterization of our touristic product. I believe that your review may certainly help other travelers while choosing a destination that would really suit their needs and expectations. Your nice praising comments constitute some valuable motivation for all our staff to keep on working on providing guests a memorable vacation. Thank you so much!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Oakville, Ontario, Canada
Level 3 Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed October 3, 2013

We spent an amazing week at the Melia Cayo Santa Maria. You couldn’t do better with the amazing beach and outstanding staff. Kudos to the house cleaning, grounds-keeping, aquatics, beach-boys and restaurant staff, one of the friendliest and hardest working we have ever encountered.
Food in Cuba leaves a lot to be desired, and there were severe shortcomings in the offerings at both the buffet and a-la-carte restaurants. Unfortunately, our vacation week coincided with the growing-pains of a new management team for both the Hotel Manager and the Food and Beverage Director. Gianluca, the new F&B Director is working hard to rectify matters and with his hands-on approach we foresee major improvements in the coming months. Of note is the fact that supply is limited, smaller resorts like this one suffers more in low-season as opposed to the bigger buyers, and considering that Cuba lacks imports, local seasonings and spices should be utilized more for taste.
After major complaints about food choices, on Thursday, our last night at the resort, Luca’s brainchild was a dinner around the pool with key staff in attendance. It was a great “make-up” gesture to the Canadian guests and appreciated by all. For a first attempt, we give major credit, and acknowledge that there were glitches and some fine-tuning required all-around. This event was planned to be repeated on the Sunday, and we hoped it was much improved.
The resort itself needs a face-lift and rooms need renovations, considering that it is 10 years old and shows its age through poor maintenance. Hot water supply is practically non-existent, water pressure is extremely low especially at peak times. Faucets, doors, towels, linens, etc., are past retirement!! Landscape lighting is poor, so a small flashlight is recommended until improvements are made.
If you were lucky to have turn-down service, like we did, Tamara does an amazing masterpiece every night. Our chambermaid, Yulia in Building 9, hardworking and talented, left us towel creatures and cute little notes daily. Not all the chambermaids possess this towel folding skill, so we were fortunate. Our second complaint would be the non-friendly bartenders at the lobby bar....we are not the ones who spend all day at the bar, but we do enjoy a pre and post-dinner drink, so maybe we were not as well known as other patrons, but a certain level of friendliness and courtesy is expected.
The amazing beach, despite the occurrence of jelly-fish, was so great we didn’t once go into the pool. We realized that early morning, before noon, and after 4:00 p.m. until sunset were the ideal times to be in the water.....the jelly-fish were not around then.
For the price we paid, less than $75.00/night when amortized over the seven nights, this was a great bargain.....definitely money well spent. As a previous reviewer said, it will be interesting to return to this resort in a year or so and see what the new management has accomplished. So, best wishes to Gianluca Pezzolla and all his staff for major food and building improvements, and definitely...Hasta La Vista...maybe in 2014.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank hannah323
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 14, 2014
Dear Guest:
We heartily appreciate your honest review. Even when the services received have not fully met your expectations; you have been able to point out those aspects you have really enjoyed at our resort.
We are working really hard in the improvement of all our services and your opinions constitute a great help for us to orient our efforts. We have performed several changes in different areas and we hope that, before our next high season, essential services have higher quality.
Thank you for your contribution.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Teesside
Level 4 Contributor
37 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed October 2, 2013 via mobile

Had two really relaxing weeks at the Melia Cayo Santa Maria.
Our room was spacious, had a great seaview and was kept very clean.

Always found something to eat in the buffet and enjoyed the pizzas etc at the snack bar.
Enjoyed the French & Japanese restaurants.

All the staff at the pool/snack bar were really friendly & gave great service.
Special mention to Yamilasky, Yosvel & Yoset who went out of their way to make us feel welcome & treated us like friends.

The gardeners work really hard & are very friendly too.

Miss our daily chats with Alexander the pool guy - again someone we felt was a friend.

Had great service in the buffet restaurant from Pedro Luis - always ready with our drinks and kept our table for us.

Special mentions to Frank for great omelettes & poached eggs, the beach towel lady for being friendly & apologetic when there were no clean towels & the mini bar man for keeping us well stocked.

Enjoyed the day trip to Havana by plane but be wary of the food served in the restaurant you are taken to as we all found our chicken to be raw.
Also enjoyed the two colonial cities trip - Trinidad was amazing and well worth the long coach trip.

There are a few things that need to be improved e.g. quality of towels but this did not spoil our holiday.
The new director was very visible during our stay and receptive to feedback.
He told us that he does read Tripadvisor and is trying to improve the resort where needed (renovations were taking place whilst we were there but did not impact upon our holiday).

Would like to go back & see everyone again but Thomas Cook have pulled out of Santa Clara next year. Hopefully may be able to go back in the near future.

Stayed September 2013, traveled as a couple
Helpful?
1 Thank LindaTeesside
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 14, 2014
Dear Guest:
We very much appreciate your synthetic and well focused characterization of our touristic product. I believe that your review may certainly help other travelers while choosing a destination that would really suit their needs and expectations. Your nice praising comments constitute some valuable motivation for all our staff to keep on working on providing guests a memorable vacation. Thank you so much!
Kind Regards,
Jose Carrasco
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
York, United Kingdom
Level 4 Contributor
32 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed October 2, 2013

Hubby and I arrived back a week ago after staying at the Melia for 2 weeks which was a fantastic break.
Location - The resort is miles from anywhere with no distractions. The hour and a half journey from the airport was well organised with everyone checked into the hotel by the time we got there. Were given the room keys and info on the bus.
Hotel - The welcome was great, even though we had already been checked in on the coach, there was entertainment and welcome drinks at reception, the luggage arrived at our room about 10 mins after we did. The rooms are spacious, clean and our maid (Amarylis) left us a lovely note and towel art most days (we tipped every second day). The minibar was stocked with water, beer, lemonade every day. Beds are a good size and comfortable. The air conditioning is a little dated but found switching on and off again reset it and was fine. The grounds are well looked after with gardeners on site all the time (they'll also get you coconuts from the trees). L read a few comments about poor lighting on a night, however we found it to be fine, we took a small torch but never used it.
Pools - Lovely and clean, reasonably sized, swim up bar to one.
The beach - is lovely, miles of white sand, beautiful crystal clear water (just avoid the jellyfish). Food - Hubby is a fussy eater and still managed to eat well. The a la carte restaurants need booking early (Sunday best to book) and the French is definitely the best one. The buffet is generally well stocked but if you go for a late dinner you may miss out on the main meat, usually a large ham/turkey etc. The beach grill at lunch time is great for barbecued food although can be a bit hit and miss as to whether it's cooked well. Luca (the new food and drink Director) is really interactive with the customers, saw him almost every day and he always asked how everything was. Bladimir who works at the bar between next to the French restaurant is always pleasant, helpful and likes to chat and makes a good cocktail!
Entertainment - always something going on but not disruptive if you don't want to take part. Daytime has Tai Chi, Archery, Water aerobics etc and there's entertainment on every night (kids show followed by a grown ups one!).
Excursions - we opted for Havana in a day, the overnight version is a long trip by bus but the day version is by plane and takes much less time out travelling, as there's a small airport 20 mins from the resort. Stopped off at a cigar & rum shop and had (a fairly average) lunch at a restaurant.

All in all would definitely recommend. The staff are all lovely and if there's something you need or don't like....just say to reception or the manager who's usually around somewhere. They will go out of their way to help. I'd give them 10 stars for service if I could!

Room Tip: Definitely try for a first floor room as opposed to the ground floor to avoid the ants.
See more room tips
  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Amanda G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 14, 2014
Dear Guest:
We very much appreciate your synthetic and well focused characterization of our touristic product. I believe that your review may certainly help other travelers while choosing a destination that would really suit their needs and expectations. Your nice praising comments constitute some valuable motivation for all our staff to keep on working on providing guests a memorable vacation. Thank you so much!
Kind Regards,
Jose Carrasco
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Burlington, Canada
Level 2 Contributor
5 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed October 1, 2013

We just returned from a week at the Melia Cayo Santa Maria. We have stayed at that hotel many times in the past, but have also stayed at the Sol and the Melia Las Dunas over the years. We have always liked the Melia Cayo Santa Maria, but were very apprehensive this time around, due to the negative reviews and terrible situation that saw several (the majority) of the guests becoming sick during their stay at the hotel.

As returning guests, we had e-mailed the management about 2 weeks before our trip to ask if we could have 2 connecting rooms on the second floor, near the pool if possible. Our e-mail remained unanswered and we were given 2 non-connecting rooms (but side by side at least), on the ground floor.

The Melia may have been a 4.5 stars when it first opened in the early 80’s, and it was as we recall it, but it is far from that ranking now. I would give it no more than a 3.5 at the moment (more like a 3 in terms of food), but the good news is that help is on the way. In fact help has arrived in the form of a new team headed by Luca and Manuel in the food and beverage area. We had the pleasure of meeting these two gentlemen, who are working tirelessly to ensure the satisfaction of their guests. These two are omnipresent in each eatery and bar around the resort, and I trust that with time, the Melia could return to its former standing but for now, things are still looking a bit rough. By and large, our impression is that the resort has been neglected for some time and is falling into disrepair. Many of the exterior light fixtures are damaged and the burned out light bulbs are not replaced. The resort is already too dark to begin with, and it is hazardous to walk around at night. A flashlight is a useful thing to bring. The garbage cans are not emptied, beach towels are seldom available - quite a few days of the week, there was a simple handwritten sign at the towel counter indicating that there were no towels that day, and the hotel was not even half–full! The sheets in our beds had small holes in them, the towels were stained, and while our maid did clean our rooms each day, our son’s bed (day bed) was never made. The maid would simply drop off the sheets and we had to make up his bed each night, and twice had to ask for a blanket for him as there was none. Cute towel art and flowers? Not! A lovely handwritten note was a nice touch, though. In the neighbouring room where our other sons slept, there was no desk lamp, and no wall hook or clothes line in the bathroom. They used to be there, fell off and were simply not replaced. In both our rooms, the mini fridge was refilled every other day, and the toiletries were never refreshed. Those are a small things you put up with in a substandard establishment, but not worthy of a 4.5 star hotel. The good news is that those are all easy to fix. Also gone is the warm welcome with music and cocktail, though our British friends get the carnaval show when they arrive and depart. They deserve it after and before such a long flight, but still it’s a bit of a paradox to see the characters come out on stilts, the dancers, live music, snacks and cocktails for one group of guests and nothing for the others. Actually, it's not true, the food & beverage manager and the bell boys waved goodbye when we left. They know we'll come back.

It was lovely to see again some of the employees that we have met in the past and got to know over the years. On that note, except for one bartender and one waiter, every staff member we came across was extremely professional and helpful. Always cheerful and ready to help, no matter what you need. Based on the general deterioration observed and the difficult summer they experienced, this is remarkable and the entire team is to be commended for that. I will not name people individually because I would be sure to leave someone out. But it's worth mentioning how professional and courteous the staff was, in every capacity of the hotel.

Food-wise, our comments are pretty negative, but I am confident that things will get better. My discussions with the new food & beverage manager tell me that they are on the right track and that we have to give them time. I would be interested in coming back in 6 months to a year to see how things have improved. At the moment, we would say that the beach grill and the Japanese restaurant are the most pressing areas to improve, while the French and the Italian restaurants are the best options. The 24-hour snack bar is the best option for lunch thanks to their pizza offerings. We only visited the beach grill once and that was enough. We took a seat in an area where we could see some executives and managers had been seated. We figured we would get good service in that area but we were sadly mistaken. It was at least 10 minutes before a waiter came to see us to take our order in the most disinterested manner. When we asked for a menu, he motioned toward the grill and we more or less understood that we had to help ourselves. At the grill, we found a few chicken wings, some pork chops and a few pieces of what looked like sausage. Maybe. Also some aluminium foil packages that we were told contained fish. One of my sons took the chicken wings and liked them. The other took the sausage, and got sick not very long after. I chose the pork chops and one fish package. The good news is that the pork chop was well-cooked. So much so that I could not cut through it with my knife. I decided to eat the fish instead but when I opened the papillotte, the fish was still translucent and nowhere nearly cooked enough. We finished our beer and headed for the pizza spot instead. Later in the week, we noticed an assembly to roast a pig on the spit but that was never pressed into service. Such a shame, because that would have turned things around for many people who, like us, avoided the beach grill.

The Japanese restaurant showed promise. The decor is beautiful and the staff does try really hard to make us feel welcome. However, more training is in order. The teppanyaki cook was endearing and full of life, but he needs more training and better ingredients to work with. Canned vegetables combined with raw pumpkin produce an end result that is less than delectable and not at all Japanese. The beef was so hard that it was practically inedible and the fish was full of bones. Both the fish and the beef were cooked on the same surface as the calamari. Our cook meant well and was very likeable, but a heavy dousing of salt and teriyaki sauce (not to mention garlic sauce) on all ingredients do not make for a pleasant Japanese meal. When we were invited to return to the Japanese restaurant, we declined the « opportunity ». We kept thinking we’d like to bring Gordon Ramsay in.

The French restaurant was the highlight of the week. The food did not come as described on the menu, but the bar was set pretty high…for example, the menu offers a Châteaubriand flambéed at the table. I thought this was pretty ambitious and I was right. I was brought a lovely and most tender piece of beef with brown gravy, but it was definitely not a Châteaubriand (yet a step up from the buffet). There were a few dessert options on the menu, but our waiter offered up « Cuban fruit in red wine sauce » or chocolate cake. I ordered the Cuban fruit, expecting pineapple, mango, banana…but it was canned fruit cocktail in a red wine sauce. The chocolate cake was a lot more like the Tiramisu we ate at the Italian restaurant. A big plus in the French restaurant was a violin and cello duo. The two musicians were very talented and we could have listened to them all night. And the service was impeccable.

I am not sure where to begin with the buffet... The selection is much more limited than in years past, and we were disappointed to not ever see a flambéed banana offering, a usual staple of Cuban buffets. One or two nights there were live musicians, but we understand that low season and occupancy mean cutbacks. My husband and I were reminiscing about years past, when the buffet featured beautiful ice-cold marble trays of smoked salmon and mounds of shrimp…those days are long gone !! We steered clear of the warming tables where the food could not be readily identified, finding refuge in the safer area of the pasta counter.

A new idea was introduced during our stay, and I think this could be successful. One night, the buffet was closed and all the tables and chairs were set up outdoors around the pool for a special dinner. That evening was coordinated between the food & beverage and the entertainment teams. A special menu was planned and we were treated to a beautiful performance of aqua ballet in the pool while we dined. After the ballet, a live band entertained us and we could see that all teams had worked together to produce a special event. Minor tweaking is required, such as better lighting and revisiting a few menu items, but it was a successful event and we thank the organizers for introducing such a good idea in dining/entertainment.

I can't really comment on the animacion team. Many people recognized the members of that team in other reviews, and we don't really participate other than watching the shows at night. There is some serious talent in that team though, and the Cirque du Soleil inspired numbers were a welcome change from the everlasting/never-ending Michael Jackson tribute. All in all we had a lovely vacation and we encourage the new management to continue introducing new ideas and fixing the existing problems. We would return to this resort if the price was right, and if/when the cholera & dengue advisories for the region were less threatening.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Marie J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melia S M, General Manager at Melia Cayo Santa Maria, responded to this review, October 14, 2014
Dear Guest:
We heartily appreciate your honest review. Even when the services received have not fully met your expectations; you have been able to point out those aspects you have really enjoyed at our resort.
We are working really hard in the improvement of all our services and your opinions constitute a great help for us to orient our efforts. We have performed several changes in different areas and we hope that, before our next high season, essential services have higher quality.
Thank you for your contribution.
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 Melia Cayo Santa Maria

Property: Melia Cayo Santa Maria
Address: Jardines del Rey, Cuba
Phone Number:
Location: Caribbean > Cuba > Villa Clara Province > Cayo Santa Maria
Amenities:
Beach Beverage Selection Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Romantic Hotel in Cayo Santa Maria
#4 Spa Hotel in Cayo Santa Maria
#8 On the Beach Hotel in Cayo Santa Maria
#9 Luxury Hotel in Cayo Santa Maria
#9 Top resorts Hotel in Cayo Santa Maria
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Melia Cayo Santa Maria 5*
Number of rooms: 360
Official Description (provided by the hotel):
In an island paradise off the northern coast of Cuba stands the 5- star All-Inclusive Meliá Cayo Santa María hotel, especially designed for families, surrounded by beautiful beaches and lush tropical vegetation. This property (358 rooms) offers facilities for incentives groups and a special wedding and honeymoon program. A perfect complement for an unforgettable holiday. ... more   less 
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Also Known As:
Melia Cayo Santa Maria Hotel Cayo Santa Maria
Cayo Santa Maria Melia
Cayo Santa Maria Cuba
Santa Maria Cuba
Melia Cayo Santa Maria Cuba

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