Pullman Cayo Coco

Our check-in at the hotel was very smooth. The entry of the hotel is welcoming. The Pullman has a nice location, large beach and a great weather. The Wi-Fi was good in the Lobby. The staff is in general pleasant and welcoming. We arrived on July 29th, 2022. We entered the room at around 18h30. The toilet was blocked on our arrival. I called the reception, they send a technician that unblocked it in few minutes. When the job was done, the technician stood at the door, crossed his hands and stayed there. He didn’t leave the room. I told him “thank you” couple of times, he just didn’t move and stayed there. I felt pressured to give him tips so he can just leave the room. That’s a first impression that is disappointing. Cleanliness of the room: •Inside the room, there are cups, spoons and a coffee machine. The cups are dirty, the spoons are not clean and the coffee machine had water inside its jar. I am not sure when the water was put inside the machine, what I know that it was there on our arrival. •The smell inside the closet was horrible. We could not put our cloth inside. •The ants were on the table, near the TV and in the bathrooms. I used our mosquitos spray... it is surprising that even when the housekeeper cleaned the room, the dead ants were just still there. •Bed sheets: They were not changed for 4 days, until I asked the housekeeper to change them. •Room Floors: not properly cleaned. •After few days the sink was blocked. I figured that the housekeeper will ask someone to unblock it when she will clean the sink. It was not done. I had to call them myself to unblock it. •The air condition was dripping water on our heads (see picture below). •The dust (on the phones, night table etc.) were very obvious Buffet & food: •Cleanliness and the quality of the food at the buffet is very questionable. The plates are not cleaned properly, you may find some dry food on the clean plate. •I had an earthworm in my plate, it was inside a fruit. I had to meet the responsible person and I showed them the earthworm in the plate. They offered me to see a doctor on site. •Two of our kids were in fact sick (diarrhea and vomiting) before our departure. •The snack bar has the same choices every single day. Some variety will be appreciated because eating the same chicken sandwich, pizza and fries 7 days / week is not healthy especially when the food at the buffet is questionable. •One positive point is the barbecue that is near the beach: At least we were able to eat some rice and fish at noon which helped us in escaping and not entering the buffet. No water: •We were unable to take shower for 2 days. We did not have water in the rooms. We couldn’t wash our hands, we couldn’t flush the toilets. Although I do understand that the pipes may have broken and it take time to repair them, the communication with the visitors is essential. •No information was given to us as of when the issue will be resolved. •More importantly, no options/solutions were given to us if we want to take a shower or we want to use a bathroom. •The bathrooms in the lobby were disgusting because they can’t be flushed, the bathrooms in the rooms were also non-flushable. •We could’ve receive more bottle of water to drink or even solutions to be able to use a bathroom or to take a shower. •Nothing was done in that regard. I just can’t believe that we spent 2 days unable to wash our body/hair after days in the sand and on eth beach. It’s horrible! •Then the ceiling in the bathroom started to leak. I tried to call the reception many times at around 2 AM because it was not normal nor safe. The line was ringing then it was cutting immediately. Imagine if it is an emergency and we needed someone to answer us. Being at your hotel is very unsafe. It was the most horrible vacation that I ever had. I tried to communicate with the director of the hotel by mail. It’s been 6 weeks and I still didn’t get an acknowledgment nor a reply!

I stayed there between Aug 27th -Sep 3rd. This resort is one the bests in the island of Cayo CoCo, The Catamaran boat is a must. We were on the collection side which is assigned for Adults only and it was nice and quiet. The beach is spectacular, The food is alright and Cuban restaurant is the best in this resort. For thos who complain about the hotel being this and that, you are in vacation and you need to be outside, if you need best hotels stay at your city and rent the best hotel rooms. All in all it was a great. Big thanks to Buddy, the collection beach bar man and Jorge the guide from Air Transat who made our vacation enjoyable. I will go back in Feb again, can't wait :)

My family and I had an amazing experience at this resort. The beach is so surreal and beautiful. And the staff are always friendly and warm. I actually loved their buffet (they have a lot of varieties of food selections and exceeded my expectations during this strange Covid time) and their A la Carte restaurants. You get to pick between Japanese, Cuban, Italian, International and French cuisine. At the beach, there's fresh coconut available to purchase everyday. One of my activities was going snorkeling at the coral reef about 5 minutes from the resort by boat, the fish was so beautiful. If you're lucky they told me, you can maybe even spot a nurse shark.

I was at the Pullman for a visit with my adult son and before I left did some research on Trip Advisor so I could make the right decision as to where to invest our time and money. I have to say the hotel did not meet my expectations and I had Cuba expectations. I found most of the team to be helpful and kind. The buffet team the beach bar staff and house keeping for example. But there were others that really made you feel that something was wrong with the resort and they were not happy. There is not service for drinks you must go to the bar whether it is the lobby or beach and pick up your own drinks. At the pool area there was never anyone coming around to inquire if you would like a cocktail and I often times I went around to pick up the plastic cups from other guests at both pool and beach:(. As there was not maintenance staff doing this. Certainly no staffing at the beach but for the cabana person that helps with the set up. As for the lobby again no service you go to the bar to pick up your drinks although there people coming around to pick up the empty glasses as they are short and need them in order to supply the next drink request. However never once did someone come by for a drink order. As for maintenance there is some serious struggles with this at the resort. The ceiling fan in our room did not work and when I went to housekeeping they said that none of the ceiling fans worked. The housekeeping staff are the rock stars working the best with what they are given and the rooms feels clean but the windows for example are streaky and dirty. The frame of the mirror edge in our room was rotten with the wood crumbling but still left there for the next guest. Pool tiles that were missing or chipped. Young families having to carry strollers and babies up or down 17 stairs. Luggage also needed to be carried up these stairs on check out as the elevator has not worked for a long time it seems. The food at the Cuban restaurant was amazing, take the fish:). But I felt at the Japanese the place was dingy and I felt not clean, and the fellow at the grill really didn’t want to be there. There were not cards at the buffet identifying what the food was on display and that’s a problem because I certainly couldn’t identify it. The managers on site never once chatted with the guests to inquire how the stay was. This is certainly a missed opportunity as there is lots to learn if they are unable to see where the opportunities are to improve. Yes yes it is Cuba so expect great beaches and great staff. We got a great beach but the staff ai have to say did not live up to the expectations of our previous Cuban people interactions. All in all we still had a great holiday but we won’t be going back to the Pullman or Cayo Coco for a bit as it seems that there is work to be done. I wonder if the other hotels or areas of Cuba are having the same challenges? But I do feel the reviews for this hotel are being sugar coated and if you like I use this forum for help with your travel plans I say take all the 5’s with a grain of salt because we were there and speak the truth. Lol.

I must admit I was a little bit disappointed with some aspects of the resort with all the hype that it is getting. It seems to have a big following that seems to think that this is God’s gift to Cuba, but it certainly is not. I’ve been to Cuba numerous times over the years and stayed at various resorts and this resort doesn’t come even close to the top. The pros: - amazing beach and awesome staff at the beach bar - although there are clear food shortages, the food was really good for Cuba. Never went hungry and always managed to find something good to eat. - majority of the staff are amazing (maid service, buffet staff, and main bar and beach bar bartenders) The cons: - the attitude at the reception. I was asked by someone for help bringing some desperately needed mechanical parts for the resort. I asked for the person that it was looking for and was meant with laughters and whispering between receptionists. No one like that works here, but managed to track the person down next day. - day two (Monday). Now water one the entire resort for most of the day. We were with a 9 month old baby. Good luck when he pooped himself all the way up his back - Wednesday. No hot water in our room, good luck with the poop again. Went to reception to let them know. Thursday morning still no hot water. Went back to reception, same ladies as at the beginning whispering between each other: you have to go to customer service. The lady at the customer service was a treat, just pure attitude. Finally got hot water that day - in general the resort seems to be run down. It looks like it use to be really nice, but those days are gone. The elevator not functioning in the lobby, the ruined tennis and basketball courts. The butchered paint job in the room (brush marks on the tiles in the bathroom etc) I understand that Covid has changed the world and Cuba has been been hit extensively. You can blame lots of things on Covid, but you can’t blame it for poor attitude, butchered paint jobs and general lack of basic maintenance. This was my first stay at Pullman and it will most likely be the last.