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Reviewed 16 September 2018

Despite all the negative reviews for this hotel, we always go with an open mind so stayed here in June/July 2018 with Thomas Cook for our anniversary and despite this being our second trip to Cuba, this hotel has put us off ever returning to Cuba. It all started bad, nearly an hour to book in, room we had was full of problems - no couch, limited storage, 4 attempts to fix safe over 3 days and 5 attempts to fix main door lock over 2 days, not able to lock patio door, shower only ever dribbled. The food was terrible, often luke warm and always bland - even had a stir fry and more spice in a chip shop curry, food was more or less the same for evening meal as lunch, seem to cater more for locals/South American than Europeans considering it is a Thomas Cook resort, poor hygiene, open un-chilled cold meats and cheeses with free flies, dining hall always smelt like a fish market, even had 2 a-la -carte meals and you get better at a local pub in England.
Bar always ran out of glasses so had to drink out of plastic cups, not what you expect from a 4 star complex (more 1 star), which seemed to be invaded by locals at the weekend - security poor as often saw locals wandering around any day of the week. The resort needs money spent on it, chipped tiles round pool, broken paths, missing bannisters on stairways, loose rails on walkways and dead butterflies littering stairways for the 2 weeks we were there.
Also a lot of other guests were pressurised by management to fill in questionnaires in first week and then pulled in the office for a grilling as to why they had put remarks the management did not like.
The only saving grace was the beach and evening entertainment, most of the restaurant staff friendly as were most of bar staff, reception staff very cold.
Sorry Cuba but this resort has put us off Cuba for good

Room tip: No good rooms
Date of stay: June 2018
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
6  Thank Rob W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 September 2018

We stayed at the Sol the last 2 weeks of August 2018, we have been going there as a family for many years. The hotel was well cleaned up and renovated after the hurricane. We were very impressed with what we saw. The grounds look very different from last year, but the new landscapping is quite beautiful, although all the plants and tress need time to grow. I think in a couple of years we will be able to appreciate the full effect of all the great work done by the garders these past months.

We found that the hotel was much cleaner this year than for the past couple of years, whether in the lobby, public washrooms, buffet and the pool area. All the public washrooms were always spotless, always smelled nice and there was never lack of paper.

The food was good. Breakfast was always great as usual, you could get freshly cooked omlets or eggs, pancakes, which were delicious, and of course there was the variety on the buffet, including different varieties of cheeses, ham, croissants, doughnuts, little cakes, fruits, breads, juices, smoothies etc. I cannot imagine that someone would not find something delicious to eat. For lunch and dinner, the food at the buffet was good, although the variety is often repetitive, the food is still good. there is always a soup, which are usually delicious, and you could choose from pastas, rice, vegetables and prepared dishes of different meats (beef, pork, lamb and on occasion rabbit), chicken and fish. The meat and fish prepared on the grill were also very good. There is also a pasta station, which was very good, however, on occasion the cooks did not have a great variety of ingredients to prepare the sauces. At the pool snack, the hamburgers were not great, nor were the hot dogs, however the pizza was good and the fries are great, and the paella, whether by the pool or on the beach was very good. The pool snack was not one of our favourite options for eating. We missed the churros that they used to make by the pool in previous years, it would be nice if it could be added again. The beach bar is very nice, the service there excellent. It is so nice to sit by the sea, have a drink, watch the beautiful view while enjoying the nice breeze from the sea. If you are ever there, you must try Eric's fruit punch!

Our room was clean as usual, the view was beautiful and there were no issues with the air conditioning or water. The mattresses are new and very comfortable. We never had issues with the sheets or towels, they were always clean. We always book a room with sea view, in the section in front of the mini golf, it is worth it.

As for the beaches, this hotel has 2 and they are both beautiful. There is enough shade and chairs for everyone, no matter at what time you go. The staff at the beach, Yusman and his collegues are just great, and they will help you settle down for the day. The beach at Playa Larga is beautiful, the water is shallow, there are no waves and no weeds. The beach bar at Playa Larga is also very nice.

The food and the service at the Don Diego restaurant were great. We enjoyed our meal while liistening to the beautiful music by the pianist. The chocolate truffles are absolutely delicious.

We were invited to a supper for repeat clients, which was held directly on the beach. The staff set up the area beautiflly and the meal was delicious. To us, it was the best meal we had, not so much because of the food, but because of the place. It was wonderful being outside, on the beach under the stars enjoying a good meal. We do not get to experience this setting at home. It would be nice to offer this type of option to all the guests, one really feels special.

The one thing we enjoyed less this year are the nightly shows. The team of the hotel dancers are not as professional as in previous years, the choreographies and choice of music were not WOW as in the past. However, the musicians, at the buffet or by the pool were very nice. This year, it was also nice to have some activities in the morning on the beach, although in our 2 week stay, there were activities for only 5 or 6 days.

In the evening, you can reserve and have an Italian meal by the pool. They have pizza, different from the one served during the day, it is actually very good, there are a couple of choices of pasta, canelloni and pasta a la vongole. The food was good, although I think that they should not put peas and carrots in the canelloni. The service was slow, but excellent.

Finally, and most important, is the staff in this hotel. They are what makes this hotel special and they are the reason so many clients return. All of them, whether at the reception, the waiters, the maids, the cooks, the staff on the beach, the gardeners, the staff in the little store, the animation team and the staff at customer servcies and public relations are absolutely wonderful. They all go out of their way to make you feel at home and they ensure you are having a great vacation. They give a 5 star service to everyone.

All in all, you get good value for the price you pay for your package. You should not forget however, that the hotel is not big, it is not luxurious,( but it is nice with beautiful grounds even after the hurricane), the rooms and furniture in the rooms are basic, but the beds are clean and comfortable especially with the new mattresses, it does not have as many a la carte restaurants as others and food is not avaible 24 hours a day. So if you are looking for luxury, gourmet food, and luxurious and modern rooms, this is not the place for you. If you are looking for a friendly, clean, safe place, with good food (although with little change in the variety), nice beach, clean rooms and comfortable beds, then try it. This spot in Cayo Coco somehow finds a place in your heart, it certainly did for us.

Date of stay: August 2018
  • Trip type: Travelled with family
    • Value
    • Sleep Quality
    • Service
4  Thank 20maryseb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NaiviQ, Director Comercial at Sol Cayo Coco, responded to this reviewResponded 18 September 2018

Dear guest:

Thank you for publishing and sharing, on the Trip Advisor, your opinions about your stay at Sol Cayo Coco.

We also thank you for choosing us, and we hope you continue trusting us many more times.

We appreciate all your comments about our hotel, and we feel very proud to receive these reviews.

All the persons you mentioned will be congratulated on your behalf.

We hope, and wish to see you soon in Sol Cayo Coco.

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 September 2018 via mobile

Have been to the Sol a few times and it’s getting better with each visit.
Food: plenty of variety and probably have better checks than the Uk ...
Rooms: large spacious and very comfortable, I believe since the hurricane renovations have been made including new mattresses.
Bars: 1st Class service and they will bring the drinks to you.
Pool: probably the only pool abroad that I didn’t get an ear infection.
This hotel is improving every day, fun entertainment day and night .. or you can relax on the beautiful beach white sand and clear waters.
I will definitely go back

Date of stay: September 2018
Trip type: Travelled with family
1  Thank Lisa1968London
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NaiviQ, Director Comercial at Sol Cayo Coco, responded to this reviewResponded 18 September 2018

Dear Lisa;

Thanks for choosing us again and for your excellent review.

We are always at you disposal here.

Best Regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 September 2018

Our 3rd visit to this Hotel in the past 5 years last time being 2016, 1 year before the Hurricane hit the Hotel one of the reasons we went back.
As this was our 3rd visit we knew what to expect however if this is your first visit you need to go with an open mind the culture the lifestyle is totally different to what we have in the UK ,so be prepared
You will ind the Staff are very friendly and will do anything or you.
The reception staff will do anything for you our first room was in a quiet area of the Hotel i asked to be moved told them the reason why and we were moved immediately to a room over looking the pool bar area ,the sea views ,Beach are amazing
The food at the pool bar was hit and miss at first which wasn't like this on our last 2 visit's but by the time we left waiters and waitresses took orders from you as you sat drinking which made it easier instead of cuing to order
The main Restaurant has a lot of food and something for everyone,a lot of which you can get cooked fresh i:e Pizzas,Fish ,Beef fajitas,Pork chops Spag Bog ,omelets to name a few ,so for those that said there was nothing to eat i would say you are wrong but hey that's my opinion.
The rooms are basic but have everything you need granted the showers are a bit slow but do the job .the maids do a great job clean bedding every day and towels clean every day if you wished.
The hotel arrange an evening meal on the beach a few days before you leave with entertainment and a thank you speech from the manager of the hotel ,which is only done for the British visitors and no other country.
The entertainment staff try their best during the day. Beach foam party at night on the beach and for the kids in the kids pool during the day which were bot great various other activities around the pool during the day where you can win a bottle of rum

If you have any problems at the Hotel you have the Thomas Cook rep Lindsey who is amazing and even when on her days off will still take time to talk to guests and solve any problems you have however small or large ,and then the Hotel rep at Customer services Didier who like Lindsey will try to solve any issues you have and all this will a smile on his face,they are both great assets to the Hotel in my view.
Overall had an amazing time AGAIN and will be back
Value for money was excellent paid £1725 for 2 weeks all inclusive would cost more to go to Turkey or Spain

Room tip: All rooms a re the same although you can get a superior room but nearly all the rooms have a sea view so no need really
Date of stay: August 2018
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Service
1  Thank shawn331
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 September 2018

Decided to go to Cuba for my partners 50th birthday booked the Sol Cayo coco looked good on paper,first impressions of the hotel had us impressed greeted with dancers and a cocktail our room 1404 was large and clean and had a fantastic sea view we thought we had had the jackpot with this holiday. Then it all started to go downhill from there the shower had very little pressure the air conditioning leaked into our wardrobe but the worst thing about this hotel is the locals who come and use this place either paying locals or the ones who sneak in off the beach.The pool bar is a joke at times for service if your not Cuban it can take ages to get served and a lot of the time they run out of food and drink this could have something to do with the fact that the Cubans just sit in the bar area eating and drinking as much as possible we saw one woman order 5 pizzas fold them over and place them in a carrier bag to take home with her.Then at 4 30 the peace and quiet is shattered by the staff playing crazy games they encourage people to drink in the pool , as stated by other guests the Cubans do not adhere to any hotel rules they drink eat and smoke in the pool we even saw one group drinking out of a bottle in the pool they then left the bottle on the side couldnt be bothered to find a bin , the pool area isnt cleaned that well either we saw a plate left for two days before it finally got moved , now the restaurant food not very warm at times and yet again the Cubans just take over signs on restaurant door saying no food or dink to be taken out of restaurant but on numerous occasions we saw the locals walk out with plates of food , the Italian restaurant is a joke its the pool bar no Italian music no atmosphere and whilst your trying to have a nice meal people in swimming gear just walk through the restaurant to go to the bar.If you use the hotels towels by the pool be care full we had one stolen and then was told by the management we would have to pay nearly 20 pounds to replace it some of the staff are nice and the others are nice if you tip them we paid just over 2000 pounds for this holiday but i felt at times we was treated like second class guests if you want a taste of Cuba stay at another resort closer to Havana there is little to see but other Hotels and very little to do apart from your hotel .We did go on one trip to Moron but i felt we didnt have enough time to explore this place

Date of stay: August 2018
4  Thank hutch1966
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NaiviQ, Director Comercial at Sol Cayo Coco, responded to this reviewResponded 21 September 2018

Dear guest:

We are sorry to read your comments in regards of your stay with us; normally everyone always enjoys our resort very much.

Please be sure that we work as hard as possible and we aim at delivering always the best possible experience to all of our dear guests.

Sorry for the inconveniences you had in your rooms, we are working to improve the standard in all of these. Also we regret that you did not like the food and the service in the restaurants, I am taking note of all your comments and I promise we will give them the attention they required.

Once again please accept our apologies for this inconvenience and we look forward welcoming you in the near future and we hope continue counting on your loyalty as a customer of our hotel and our company.

Cordially,

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