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Reviewed 5 September 2018 via mobile

We were coming from the Melia Buenavista and decided to stay one more night in the Cayo but at a lower price point, given the poor service offered at the Melia.

When the GM greeted us in the check-in and asked us where we were coming from, he was like: what the heck are you doing here? So that basically set the tone for the quality of the hotel.

Old rooms with broken furniture, stains in the bed sheets, curtains, no proper closet, etc. The good thing was the nice view of the bathroom, but that’s about it.

As we stayed only one night we just could go to the buffet, but honestly the conservation of the food there is beyond terrible. Flies in most of the buffet counter, two cooks fro the grill or birds (yes, birds) flying around the tables and grabbing food. Didn’t eat much in any of the meals.
In terms if service it wasn’t anything too good, but not that different from the Melia.

And the swimming pool area and activities at night were okay. Just take into account that most guests are Cuban, which means they are loud.

The beach is nice though and they have funny activities and contests (dance, etc).

All in all, 86€ for the night and thank god it was only one.

Stayed: August 2018, travelled as a couple
3  Thank borjasamso
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
D_General2018, Gerente at Sol Cayo Santa Maria, responded to this reviewResponded 10 September 2018

Dear borjasamso,

We so much regret your experience at our resort had lead you to write this review. It shows we have not been able to fully meet your expectations and we heartily apologize for it.

It is a fact that there are still several issues in which we need to keep on working for all our guests to experience a trully 4 star service. Thanks to your comments, which we have very carefully studied, we have focused on several particular aspects so we are able to make our services more efficient, especially in the field of service and the facilities of the hotel.

In any case, we would really appreciate if you give us the opportunity to serve you, once again, in your next vacation in Cayo Santa Maria.

General Manager
Sol Cayo Santa Maria Resort

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 August 2018

It started already wrong at the reception, the room booked was not available.
After 30 minutes of phones and discussions, we ended with a standard room instead of the superior room. We never received the things for the superior room as promised by the staff.
The buffet is in the main restaurant, which is mainly of bad overboiled quality. So we went mainly to the grill of fo the eggs and pancakes which were freshly made.
If possible, go to one of the restaurants on site for diner, pizza and local dishes were very good.
The hotel was hardly for 1/4 filled, so don't understand the discussion at the start. It needs an complete renovation. Currently hardly international people in the hotel, but more cubans.
The rules at the pool are only there for those who want to read them, so nearly everybody was drinking, eating and smoking near and in the pool. Don't be surprised if you see a hotdog floating near your face!
People are unfriendly beside the few ones doing their best like Réne Juaquin at the pool, Liliane in the resto and Yunior in the cuban resto.
Staff also use electrical vehicles on site for guests and laundry, jump beside because they don't stop!
Last thing to mention: noise at the pool and near the beach of the daily live disco from morning till evening.Who told them we like loud music during a relaxing vacation
Sorry but this hotel isn't worth to be in a Melia group

  • Stayed: August 2018, travelled as a couple
    • Value
    • Rooms
    • Service
6  Thank Daniel19721972
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
D_General2018, Gerente at Sol Cayo Santa Maria, responded to this reviewResponded 28 August 2018

Dear Daniel19721972,

We so much regret your experience at our resort had lead you to write this review. It shows we have not been able to fully meet your expectations and we heartily apologize for it. It is a fact that there are still several issues in which we need to keep on working for all our guests to experience a trully 4 star service.

Thanks to your comments, which we have very carefully studied, we have focused on several particular aspects so we are able to make our services more efficient, especially in the field of service and the facilities of the hotel.

In any case, we would really appreciate if you give us the opportunity to serve you, once again, in your next vacation in Cayo Santa Maria.

General Manager
Sol Cayo Santa Maria Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 August 2018

This hotel should have only 1 star, the attention to the guests is horrible, the staff to cover the demand is the worst, the service slow, and the buffet has very little variety of desserts and ice cream for children only two flavors, plus you need an urgent improvement to the facilities, the only positive thing is its beaches that are beautiful, I do not recommend this hotel, it was a total disappointment.

  • Stayed: August 2018, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
9  Thank Grencho R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
D_General2018, Gerente at Sol Cayo Santa Maria, responded to this reviewResponded 24 August 2018

Dear Grencho R,

We so much regret your experience at our resort had lead you to write this review. It shows we have not been able to fully meet your expectations and we heartily apologize for it. It is a fact that there are still several issues in which we need to keep on working for all our guests to experience a trully 4 star service.

Thanks to your comments, which we have very carefully studied, we have focused on several particular aspects so we are able to make our services more efficient, especially in the field of service and the facilities of the hotel.

In any case, we would really appreciate if you give us the opportunity to serve you, once again, in your next vacation in Cayo Santa Maria.

General Manager
Sol Cayo Santa Maria Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 August 2018

I just had to wait a bit on the day we got there because the room was not ready. Everything else was fine. I loved the staff there. They were really nice and caring. I just have one complain; the food. I did not see a big variety, some days we got the same food but some days we had different things to eat.

  • Stayed: August 2018, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Pooja N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
D_General2018, Gerente at Sol Cayo Santa Maria, responded to this reviewResponded 12 August 2018

Dear Pooja N,

You make us feel much rewarded with your positive review about your holidays at Sol Cayo Santa Maria. It is some great motivation to keep on working so our guests leave the resort feeling joyful and renovated.

I heartily thank your sharing your experience with the rest of the travellers community. I am sure this first-hand information you provide will be greatly appreciated by them too. I would be much honored to welcome you back to your new home in sunny Cayo Santa Maria.

We will take all your tips to imporve and we hope for your next visit you will feel the difference.

General Manager
Sol Cayo Santa Maria Resort

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2018 via mobile

Looks lovely but been waiting 2 hours now with our family as reception will not accept the email we sent last week asking to change our dates by 24 hours. Be warned.
Ask to speak to a manager early on and stay at desk until sorted.

Stayed: July 2018, travelled with family
5  Thank Kate R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
D_General2018, Gerente at Sol Cayo Santa Maria, responded to this reviewResponded 1 August 2018

Dear Kate R,

We so much regret your experience at our resort had lead you to write this review. It shows we have not been able to fully meet your expectations and we heartily apologize for it. It is a fact that there are still several issues in which we need to keep on working for all our guests to experience a trully 4 star service.

Thanks to your comments, which we have very carefully studied, we have focused on several particular aspects so we are able to make our services more efficient, especially in the field of service and the facilities of the hotel.

In any case, we would really appreciate if you give us the opportunity to serve you, once again, in your next vacation in Cayo Santa Maria.

General Manager
Sol Cayo Santa Maria Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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