Sercotel Club Cayo Guillermo

Beautiful hotel full of even more beautiful people! The atmosphere was amazing from start to finish. Special shout out to Elvis, who truly went above and beyond to make the experience unforgettable!! Already counting the days till I come back ❤️❤️❤️

We really enjoyed our stay. Cheap and cheerful, is how I’d describe it. We enjoyed the beautiful beach, the well maintained pool, and our ocean view room. The food was plentiful, and basic, but well prepared. The bar was well staffed and friendly. The coffee was excellent. We had two meals at the a la carte and they were tasty and a nice change from the buffet. Service was excellent. The snack bar had limited choices, as there were very few patrons at the resort, but fries, plantain chips and sandwiches made for a nice 3:30 pm snack most days. There were lots of little things that could use some improvement, but they are the result of lack of access to materials, and are not unique to this resort. If you have an easy going attitude, do not get wound up by the small stuff, and are there to enjoy the weather, the beach, the pool and the warm character of Cuba and Cubans, then do not hesitate. All of the staff were

I will separate into two parts. The staff and the resort as each couldn't be more different. The staff- We were blown away by the staff at the resort to say the least. Our experience with the staff was nothing but exceptional. The smiles, the caring, the sharing and doing so much for us with so little was very humbling. I could go on and on but the main point is that we both come form the resort business and we were well taken care of by all of the staff we came into contact with during our stay. -Bell hop and shuttle driver FREDDIE- I can't thank you enough for all your help getting to our room, getting to the a la carte dinners and always quickly answering our questions. - ENRIQUE the concierge- My friend we can't say in words how we feel about you. From the moment we met on day 1 until our last day you were such an ambassador for the resort and treated us like royalty. We are proud to say that we are now friends for life. I owe a special thank you to Enrique as he made something special happen for my wife's birthday that above and beyond my expectations. Her birthday was on march 30th so I had inquired a few days earlier about getting a small cake made for her and it was not something that was readily available at the resort so to my surprise on Friday the 28th, Enrique called me to his office and to my surprise his wife was at a small bakery in their town about 1.5 hours away and had sent pictures of a couple cakes that were for sale. I asked her to purchase the chocolate one for me and asked Enrique if he could bring it on Monday as his day off was Sunday the day of her birthday. He happily agreed. As we were going to breakfast on Sunday morning I get a call from Enrique asking me to come and see him in his office. To my surprise he had come to work on his day off leaving home at 5:30 in the morning and riding the bus carrying the cake for me just so my wife could have it on her birthday. I almost cried at this gesture of kindness. My wife was so excited and overwhelmed with all of it. So at lunch time we took the cake to bar beside the pool and asked the staff for plates and a knife. We cut the cake into several pieces and gave it to the staff. Then we took the other half of the cake to the restaurant area which wasn't open yet and gave it to the all the staff that were setting up for lunch. Enrique you are a true professional and friend and we will never forget your gesture. - Erik bartender- My friend you know how we fell about you and all you did for us. I truly appreciate all the long conversations we had about sports, family and life in general. We wish you continued success with all your goals and family. - Julie the server- Julie you know how we fell about you as we told you many times during our talks and shared many hugs during our stay. I can honestly say that you are a professional server with skills that most only wish they had. I would hire 10 people like you without any doubt. - Daniela- hopefully I have that right- she works as a cook and server at the buffet as well as at the snack bar poolside during the day. You were a shining star each day for us, always greeting us with big smile and thank you. Good luck with your kite surfing which I know you are passionate for. To Aida our housekeeper, Ariel our bartender, George our bartender, Norje our cook and Carlos one of the managers we are very grateful for all you did to make our stay enjoyable. Without all of you our experience would have been much different. You guys are the reason that the resort is able to survive. Now the Resort- First I will say we were very hesitant to book a Starfish resort as we have had a terrible experience at another Starfish resort in Antigua and also a terrible experience with Sunwing itself. Considering of course that the Sunwing group owns Starfish. But after many discussions we decided to try it again as the days we could go were limited and Sunwing offered the dates we needed. On the advertising for the resort it showed these beautiful wooden bungalows on the more private side of the resort so I thought why not upgrade to the most expensive room as it was my wife's birthday. I upgraded to one of the bungalows which cost much more money. Shortly after booking I received my confirmation and noticed in small print that the a la carte restaurants were closed due to business levels and that the menu would be served in the large buffet area instead. This would of been nice to know before you took my money. Next I was reading some of the recent reviews on the resort and found out that the VIP section of the resort where our room was to be was actually closed as well due to low occupancy. Again why were not informed about this before you allowed me to upgrade and spend the money. Absolutely no excuse for this, especially as Sunwing owns Starfish so saying you didn't know would be a lie. But I decided to just let it go and see what happened when we arrived at the resort. The flight from Toronto was actually perfect with Sunwing. We decided to take a taxi from the airport instead of the shuttle so we could get there quicker. We got to the front desk around 12 and were informed that our room was not quite ready which we expected and Surprise we were told that the room we booked was not available as that part of the resort was closed and that they had chosen a room for us on the main side of the resort. The desk held our bags and we went for a beverage at the lobby bar. It was only a short time later that we were informed our room was ready and we were taken by Freddie to our room. In fairness the room we were given was also a bungalow with living room, 2 bathrooms and separate bedroom and best of all was only 50 yards to the ocean and we had ocean view from the large windows and patio. So although initially dissapointed, the room change was not terrible by any means. The resort itself including the rooms are in need of a complete makeover and really are not good. - our room had broken windows, toilet that didn't work, patio door that could hardly open, shower that leaked onto the floor. Bed was comfortable, sheets didn't fit the bed. AC worked well, always had hot water. - all the paint at the resort was missing or in terrible condition, The pool deck was all peeled and rough, water features around the property were out of order and dirty and obviously had been for quite some time. - pool chairs and equipment were in bad repair, dirty. The resort is full of seagulls that make a terrible mess every day and are a huge nuisance. For some reason the Cuban guests are always feeding them which explains why there are so many. Really not sanitary or peaceful for your vacation. - the chairs at the buffet restaurant were filthy, and really made us wonder if we should be sitting on them. Look like they had not been cleaned in years. - main pool side bar and snack shack had burned down a few months ago and was never repaired, just left covered in a tarp. After speaking with the staff I know that it was a big concern for them as it was a place that they could make tips. I can't understand for any reason why they would not have prioritized the fixing of it. - at the buffet restaurant they have an expensive pizza oven that was not being used at all and based on the condition of it I assume it too was broken. Such a perfect idea for a resort but again not used. - the food overall was good, good selection, only one day with no eggs. Always had fish, chicken, pasta, vegetables, potato, fruit etc. Never went hungry. - We had 4 meals at the a la carte restaurant which although we were told was closed, did open some nights. It was just ok, our server Julie was incredible. It was just nice to sit in a quieter area and have a glass of wine with dinner. THE BEACH- BE AWARE- it is a beautiful beach that you can walk for at least an hour but you must be aware that swimming in the ocean at the resort is almost impossible as the water is extremely shallow and experiences a large tidal movement. In the mornings when the tide is in you can walk out over a hundred yards and still only be knee deep. In the afternoon when the tide is out you can walk out a hundred yards just to get to the water. Beautiful for sure, but not good for swimming. Many people we spoke with were quite disappointed about it. Quite a ways down the beach at some of the other resorts the water was much deeper. Most people either used the pools or went down to Pilar beach for the day. The water itself was beautiful, white sand etc. It is also a huge destination for kite surfing and there were many there just for that. In closing I would say we had a good time and thanks to the staff were always looked after. The condition of the property is very bad and needs to be addressed. The resort needs to do a much better job of providing information about the closures, the beach swimming etc. My wife and I are very easy going and had adjusted our expectations for Cuba as we are aware of the struggles but I do think many people would be disappointed based on expectations.

This place was probably amazing in its day and has the potential to be great with a lot of tlc. It is dated, and the occasional cockroach in the buffet and dirty chairs and toilet that never flushed inspite of reporting it multiple times( needed a bucket of water) and super slow a la carte service made it feel like glamping, but the staff were super friendly. At the end of the day it's not luxury but if you want a no frills place with a beautiful beach and super friendly staff this is a good spot. Elvis from the entertainment team and Raul (wait staff) as well as Carlos (customer service) really were amazing!. So all in all there is much to be fixed with this place but I am still grateful for the time here and will cherish these memories. I hear the place will undergo renovations so would like to see that

If tou want to experience cuba like the Cubans, go here, find Elvis (Benny- entertainer) and he will be such a great help and ao much fun! Popu- the gardener is so funny and such a good honest person with so much respect!. Michael - Rico Suave is amazing and funny and Carlos - customer service is the best to make anything you need happen! These people are so wonderful.