Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Cayo Guillermo Resort is a unique, one-of-a-kind resort nestled in the tranquillity of Cayo Guillermo in Cuba. This serene and contemporary hideaway offers a refreshing and authentic Caribbean experience, inspired by Ernest Hemingway’s legendary love for the Cayes. Take relaxation to the next level and drop anchor at the most exclusive Cuban resort on the pristine shores of Playa Pilar.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Business
Luxury
Languages Spoken
English, French, Russian, Spanish and 3 more
Location
Cayo Guillermo Km. 56 (final), 69400 Cuba
Cayo Guillermo Resort Cuba
4.4 reviews
Getting there
Car recommended
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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Nestled in a picturesque and secluded setting, Cayo Guillermo Resort in Cuba is often celebrated for its beautiful beach and luxurious amenities, including comfortable beds that enhance the relaxing atmosphere. While the resort's cleanliness and spacious rooms are frequently commended, some guests have called out maintenance and service inconsistencies.
The entertainment and personable staff are highlights, though opinions on value and the alignment with luxury expectations vary among travelers.
Location
Picturesque
Atmosphere
Relaxing
Rooms
Comfortable
Value
Expensive
Cleanliness
Meticulous
Service
Inconsistent
Amenities
Lavish
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We had the opportunity to visit Playa Luxury Cayo Guillermo for its grand opening and stayed in one of the stunning overwater bungalows for four nights. The view was absolutely breathtaking, with crystal-clear waters and a serene atmosphere that made for an unforgettable experience.
One of the thoughtful touches we appreciated was the array of complimentary toiletries provided, including shampoo, conditioner, toothbrushes, toothpaste, shavers, and shaving gel—very convenient in case you forget anything while travelling.
For travellers coming from Canada or other countries, it's important to understand that while this is a vacation destination, Cuba has limited resources due to its heavily centralized economy, U.S. sanctions, a struggling agricultural sector, and recent declines in tourism revenue. This means that certain goods and services we take for granted may not always be available.
A key takeaway from our stay was learning about the hardworking staff. Since the resort is quite secluded, employees travel a minimum of two hours to reach the property, often working 18+ hour shifts before heading back home. The dedication of these individuals is humbling, and their hospitality was truly outstanding—everyone was incredibly friendly and helpful throughout our stay.
Due to resource limitations, the selection of fruits, vegetables, spices and certain food items may not match what North American travellers are accustomed to. The resort offers four restaurants: a buffet, one by the beach, a snack bar, and one near the overwater bungalows. The mahi-mahi was a standout dish, but we hope to see more authentic Cuban cuisine rather than the Americanized offerings like Italian dishes, burgers, and steaks, which were not the resort’s strong suit.
For activities, guests can book excursions such as boat trips or snorkelling adventures, which we highly recommend. The beach itself is spectacular—soft white sand, pristine turquoise waters, and no seaweed or kelp washing ashore. It’s also a very private and peaceful setting, perfect for those looking to escape the crowds and truly relax.
One thing to be mindful of is the mosquitoes, especially around the overwater bungalows. Bringing bug spray is a must! Additionally, many popular apps and websites, such as TikTok and OpenAI services, may not work in Cuba due to internet restrictions. Setting up a VPN in advance is a good idea if you need access to these platforms.
What made this trip truly special was the people. Their warmth and dedication left a lasting impression on us, and we are grateful for the experience. Playa Luxury Cayo Guillermo offers a tranquil escape, and while there are some limitations due to Cuba’s economic situation, the beauty of the location and the kindness of the staff make it a memorable destination.
Overall, we had a wonderful stay and would recommend this resort to those looking for a peaceful retreat with breathtaking views and genuine hospitality.
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Date of stay: February 2025
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
Room Tip:Â Setting up a VPN in advance is a good idea if you want to access certain platforms. Bring bug spray.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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I traveled with a group, we were greeted by the hotel team taking care of check in, luggage and inviting us to enjoy fresh drinks. Spacious rooms, storage space, excellent quality whitewash (including gowns and slippers), decoration, warm and personalized attention and the beach... the Cuban paradise, would return a THOUSAND times. The terrace of the beach bar and breakfast bar (in front of the palafitos) compete for the best view. Thank you for the excellent service, I hope to come back and soon.
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Date of stay: September 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled on business
Room Tip:Â Para acceder a la playa se camina por una pasarela de madera, deben ser 50 metros, tiene tanto...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
My sister, brother in law and I just returned from a 3 Days vacation at Kempinski Here is my review and tips. Check in - we arrivmidnight. I don't suggest looking around at this time as, for us, it didn't "show" well ha. Check in was easy. Rooms - we both got Oceanview. Highly recommend. Their room was closer to the pool and was louder. We had the best of both worlds! Rooms were spacious and clean. We got one large bottle of water daily, and one roll of toilet paper it was never a concern for us. My bed and pillow were MORE comfortable than my bed at home! BEACH - Phenomenal. Beautiful. Amazing. Bring your own towel and no chair reserve game at this resort! All in all we would 100% go back to this resort!! It was, clean, with a beautiful beach, and it's location in the island can't be beat. If you want a relaxing vacation where the staff will treat you like family, this resort is perfect!
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Date of stay: September 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
We arrived late in the evening and were very happy after 20 hours of arrival. Upon arrival we were moderately welcomed and the lady at the reception needed about 30min for check-in. Rooms were nice and mostly clean, but not on the level of a 5 star hotel. The following day the first shock, the breakfast consists of an omelette and toast bread, no butter, no fruit, etc., in the dining room the birds also dine. Everything is very dirty and unkempt. The hotel has 5 restaurants, until dinner no word that only one is open, although we have been in constant contact with the hotel. Dinner consists of ready-made pizzas etc. Scandal for a Kempinski. On the same evening we contacted the staff that we would like to leave and the further nights will be cancelled free of charge. On the day of departure, however, we had to wait 1h and discuss that we will be reimbursed for the nights. To date, no franc has been refunded.
Any traveller who prefers a 5 star hotel will be disappointed. We do not recommend the hotel to anyone, the hotel manager and the staff hide in case of problems. All other 7 guests were also surprised.
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Automatically translated
Date of stay: November 2024Trip type: Travelled as a couple
Room Tip:Â Nicht buchen, Geld wird nicht zurĂĽckĂĽberwiesem trotz schriftlicher Zusicherung.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Food was awful. Served in absolutely soulless restaurants. No fresh fruit or veg - we had just spent 3 weeks travelling around Cuba staying in $20/night casa particulars who offered so much fresh fruit and veg so this has nothing to do with shortages in the country. The first night we arrived was "Italian night" - the pasta was literally inedible and the pizza was an oven cook frozen base. Every meal felt like a guessing game - is this restaurant open/closed? is this meal a la carte or buffet? - will I be offered a drink? - am I in the right place?
The all inclusive package (the only package available at the hotel) offers a 24/7 snack bar. At about 11:30pm we went across to the snack bar to find it completely shut. On our walk back to our room we bumped into the waiter and chef and after a bit of an uncomfortable stand-off they begrudgingly asked if we had wanted something from the snack bar. To his credit, the chef then went to make me a cheese sandwich which was the best food I had the entire time I was there. Once again we were left feeling that we had done something wrong by trying to make use of the services. Most of the staff are nice but a lot have no real idea what is going on.
Drinks were really not great (a bit better in the lobby bar compared to anywhere else, but really not great anywhere). There were no menus, except one in the lobby bar, and when you asked the staff what was available nobody was really able to answer. The menu in the lobby bar was also inaccurate with many of the cocktails being unavailable.
We had no hot water for 3 out of the 4 nights at the hotel. Again, we had travelled Cuba for a few weeks prior to this stay and the vast majority of our $20/night accommodation were able to provide consistent hot water. In a 5 star hotel when paying over $300/night this is surely a bare minimum. We also had no running water at all on the final morning of our trip. Multiple toilets around the resort had no running water at all or electricity.
During our stay other guests reported that ownership (and therefore the staff) had recently changed which explains the total lack of awareness and service level. A few guests were even upgraded from their original rooms to sunset villas as they had been made aware of the change of ownership prior to arriving - unlike us who had no idea.
Positives of our stay were the beautiful location and the very comfy bed and one or two friendly staff members.
We chose to stay at a Kempinski resort because it is a reputable and internationally renowned brand that we trust. Quite how such a respected brand like Kempinski could allow their guests to have such a poor experience is beyond me. And if the rumours are true that the resort is being/has been bought by another company already then all guests should have been made aware as many (including us) have in fact been mis-sold an experience.
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Date of stay: November 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
The hotel located on the best or one of the best beaches in Cuba, Pilar beach. The rooms are very large, comfortable and with a certain luxury with very good views, the bed is very comfortable, the bathroom and showers (bathtub and shower) are comfortable. The refrigerator in the room with everything you need. The cleaning is correct and in order, they clean the room twice a day, change towels and everything you need. The restaurant where we have eaten the best dishes in Cuba and above all the attention of all the staff, including the manager Ilario Botta, a true professional, is the best. we will be back. thank you.
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Date of stay: August 2023
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We spent 3 nights in this almost empty 240-room hotel. The very decent room had a beautiful view of the ocean but that comes at a high price!! Apart from the person at the reception who is very professional and speaks remarkable French, the service is of poor quality, practically no member of the staff speaks French or English and the room service comes if he wants and when he wants without warning. The catering was very disappointing because the prices were excessive and most of the dishes on the menu were not available. The air conditioning broke and could not be repaired. Not worthy of a 5*.
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Date of stay: January 2024
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My experience at the Kempinski Cayo Guillermo was most disappointing.
This hotel falls so incredibly far below Kempinski standards. It is a stain on the Kempinski brand. Shame on Kempinski for putting their name on this property.
The hotel is completely empty—an absolute ghost town—and they have scaled back services as a result (i.e., only one restaurant is open, there is no pool bar or pool service). We were told there were only about 15 guests at the hotel - quite extraordinary given that there are about 250 rooms.
It is dishonest for the hotel to boast of many restaurants, plus nightclubs snd cigar bars when, in reality, there is only one restaurant open. The hotel has a sad, depressing vibe.
The gym is small and not properly equipped.
Obtaining toilet paper is a struggle.
Hot water supply is questionable at best.
The pools are not properly maintained—there is so much chlorine sitting at the bottom you can see your footprint.
The wooden lounge chairs by the pool don’t have cushions—this is extremely uncomfortable.
I am decently certain all positive reviews of this hotel were either fake or generated by AI.
It is simply unconscionable that this hotel charges close to $900/night full board (many times more than any other hotel on the island) and provides such an inadequate experience.
I came here because I have had experience with the Kempinski brand worldwide. If you have similar expectations given past Kempinski stays globally, do not stay here. You will be disappointed.
Management—in particular Yadira, the front desk manager, as well as the GM, do their absolute best. Yadira understands what hospitality means. That said, their efforts are only a drop in the bucket given the systemic issues this hotel has. Their efforts are in vein.
If you are expecting a luxury, Kempinski experience, stay away!
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Date of stay: November 2023Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Adrien Hermann, Agency / Consultant at Cayo Guillermo Resort Cuba
Responded Aug 20, 2024
Dear rogercH374LO, Thank you for taking the time to write about your experience at our hotel. We value your feedback as it helps us improve, and we regret not having been up to your expectations. We know about the local conditions make it challenging to provide some of the products and services our guests are used to, but we still aim to deliver a pleasant experience to our guests. We are truly sorry that it was not the case. Kind regards, Adrien
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We stayed at this hotel for one night and it was a big disappointment. We arrived around 11 a.m. and we didn't have water until 7:15 p.m. due to a technical problem, so we weren't able to enjoy the spa and take a shower after the beach. Not all spa services displayed are possible, and the same goes for the restaurant or bar menu. The hotel is not maintained and not very clean. None of the staff speak English and the service is very slow yet the hotel was empty. The bartender doesn't know his alcohol and doesn't know how to make cocktails. As for the restaurant, the menu is not worthy of a 5 star. We were offered to stay in an overwater suite but only for a few hours as compensation but even the suite was not worth the price. The stairs to go to the sea were barely holding and the hammock threatened to fall into the sea. The dust was not done either and we found hair in the towels.
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Date of stay: November 2023Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We had 3 amazing days at kempinski resort in cayo Guillermo. The resort was beautiful, brand&new and every detail was perfect: playa Pilar is reachable from the resort and we had all the comfort available including Wi-Fi on the beach. The room was cozy, very clean and spaceful. The food was very tasty and delicious, served in an elegant dining room. The unbelievable breakfast was served with the sea view. We have to thank Ilario, the GM of the resort, who took care of us during the period, as well as all the waiters. Thank You very much and see you soon! No other resort in cayo Guillermo can compare to Kempinski.
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Date of stay: January 2023Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Ilario Botta, General Manager at Cayo Guillermo Resort Cuba
Responded Feb 3, 2023
Dear Martina, Greetings, Thank you for staying with us and leaving a good review. We are glad to see that you had an enjoyable staying and we fulfill your expectations with our friendly professional service. As hospitality professionals and thanks to good comments and appreciation from guest like yourself we are more motivated to strive to be always the best. Looking forward to welcome you back in the not too distant future. Kindly regards Ilario Botta General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
There are more places to choose from in the Cayo Guillermo area.
LOCATION
CaribbeanCubaCiego de Avila ProvinceJardines del Rey ArchipelagoCayo Guillermo
NUMBER OF ROOMS
245
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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