Review of Sol Cayo Guillermo 4*

Very disappointed in the amount of hiccups and poor service we received. I have to say though, the restaurant and bar staff were fabulous. As for everything else, it was enough to make us want to go home early. We arrived after 11pm and obviously tired from travelling. We were sent to the wrong room (had paid extra for bungalow but was taken to a standard apartment-style room), and went right back to reception only to be told "Come back tomorrow to fix it. " So we said fine, it's late and we're tired, and we slept in the room for the night. Headed back to the lobby at 9am to "fix it" and we're told there were no clean rooms available. We decided to upgrade to the "Adult Club" on the other side of the resort in hopes this would help, and were told to check back at in an hour. An hour turned into 12pm, which turned into 3pm, and was eventually 4:30pm when we got to our room (meanwhile, we had been sitting poolside with our suitcases all day). When we arrived in our room, most of the amenities you pay extra for to upgrade to the "elite" club weren't even given (mini bar, water bottles, beach towels). Needless to say, our first 24 hours were very aggravating. We were also without running water for a day (and I mean NO running water, which included our toilets! ) and did not have clean towels for 3 days (I don't mind reusing the same towel two or three days in a row by any means, but when I say we had no clean towels, I actually mean we did not have ANY towels). We had issues with our electric lock to get into the room and we're locked out multiple times a day, and kept being told if we put our key card too close to our phones they would deactivate. They rolled their eyes and issued new key cards each time, but as the week went on realized that it was in fact a batter issue with the door. All of this would maybe have been easily brushed off if not for the poor communication and attempt at customer service by the staff. I would have appreciated if someone had maybe told us "hey just to let you know, a pipe burst and we don't have running water, but there's a crew working on it now, sorry for the inconvenience, " instead of having used toilets in our room only to have that dreadful realization it's not flushing. When we brought up the issue (actually, every time we went to ask about an issue) we were always given the same answers — "I don't know" and "Come back later". Along the way I wondered if there's just a staff shortage, or if this was an attitude issue. Although the restaurant and bar staff were the friendliest people on the resort, we did have many occasions where we'd walk into the buffet-style dining area and were unable to find cleared tables to sit at, and at times we had finished our whole meal without seeing a server come by to take our drink orders. Cuba is beautiful beyond words and I plan on returning as it will always be my favourite Caribbean destination, but I will never return to this resort and will not recommend this to anyone.