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“3rd time to the Royalton”

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Royalton Cayo Santa Maria
Ranked #1 of 15 Hotels in Cayo Santa Maria
Canada
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
“3rd time to the Royalton”
Reviewed 8 July 2014

Returned for a 3rd trip to the Royalton and we were not disappointed. In some reviews people complained about tiles coming off in the pools and that is true. Probably a problem due to poor tile installation. The gounds are becoming more lush in vegetation as it is starting to fill out and mature.
Rooms were excellent as before but we noticed that the mattresses are showing some wear. Time to change them.
Beach was immaculate as always and loungers not a problem. As per around the pools, ignorant guests still ignored the rules and tried to save a lounger or bed around the pool while they spent the morning at the beach. Management is quick to tell you that if you see the bed or lounger not occupied for one hour, you may use it and remove whatever is on it. We did on several occasions and management backed us up. Ignorance is not a defence since you are informed of this policy upon arrival.
A few minor repairs are needed to keep the resort up to snuff and a 5 star rating.
Service was excellent and our butlers Anna and Lester were bending over to please us.
Arturo, the GM greeted the guests daily and if you had a problem, he was always willing to listen. He interacts very well with the guests and pitches in and assists his staff if he sees that they are very busy.
The beach and the crystal clear water is what makes this resort special in our book.
The very best on the island.
Food was good as always, above average for Cuban fare. However, we do agree with the general consensus of most guests that the Eggselence should be converted to a buffet restaurant. 2 a la carte restaurants is plenty for such a small resort.
Would we return for a 4th visit, yes we would since we love the ambiance of this resort.

Room Tip: Since it such a small resort, all rooms are good. 500 and 600 blocks are closest to the ocean.
See more room tips
  • Stayed May 2014, travelled as a couple
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Helpful?
5 Thank hosemanCanada
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 9 July 2014
Dear guest,

Thank you very much for trust in our company Royalton luxury resorts and for choosing our resort in Cuba, Royalton Cayo Santa Maria.

If you have visited us for the 3rd time in one year and a half opened, that is because you love our hotel. We thank you for your comments and we are very happy reading that you will come back for the 4th time. Wow!

We will share your beautiful comments with our staff and we hope to see you very soon in your cuban home, Royalton cayo Santa Maria,

Kind regards,

Miguel Del Fraile
Director I Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Chatham, Canada
Level Contributor
167 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 250 helpful votes
Reviewed 7 July 2014

First off, the Royalton is definitely an OMG resort. From the opening view (see picture) looking past the infinity pool down the main walkway with the ocean in the distance, the first impression will take your breath away. Words and pictures can hardly describe this resort, but let me put it this way...if you had only 1 vacation left in you, this would be the place I'd recommend.

Let me now elaborate step by step:
"The famous drive from the airport" - Yes, everyone who has visited Cayo Santa Maria talks about the distance from the airport. It is approximately 114 km in total, with 48 km being the causeway alone. It took us 1 hr 40 min to get to the Royalton from the airport but we landed in the morning and had a most enjoyable trip through the countryside, seeing the lush vegetation and you go by 3 small towns, Camajuani, Remedios, and Caibarien. We most often arrive and depart in the evening so we usually don't get to see Cuba proper. The tour guide gave a very informative talk on the history, customs, highlights of the area and the construction of the causeway.. So relax, try to get a flight that lands in the daylight and enjoy a free tour of the area.

Check In: We had been to a different chain before and liked how they checked you in on the bus, so I thought it was unusual that this didn't happen for Royalton guests, but when we got to the hotel, I saw why. There's no traditional "front desk" at the Royalton. Instead, you are welcomed into the centre of the lobby where there is a large raised circular couch area to sit. Hosts bring you a drink and cold face towels to cool yourself with. Then you are introduced to your butler who then takes you to your room and briefs you on the resort. There are only 122 rooms, so EVERYTHING is close and there are no crowds or lineups anywhere.

The Junior Suite: The room was large, with a beautiful bathroom that also opened into the bedroom. We had a terrace outside with table and chairs. Inside, the room had all the modern amenities, including a small bar area complete with various glasses to suit a number of drink options including champagne. It was very clean and we experienced both excellent and prompt housekeeping and room service.

The Butler: We love to be pampered at all-inclusives, but were not sure about having our own butler. Noelvis was our first butler and while he was very friendly, helpful and had a great desire to serve, we were really not sure initially how to utilize him to the fullest. He made all our reservations for the ala cartes and ensured we had new pool towels every day. Turn down service happened every night and they would regularly check with you to see if they could do anything else for you. In particular, Yanet, our second butler (two butlers alternate as they work every second day, 7-11) surprised us with flower petals on our floor leading up to the bathroom. When I opened the sliding wood doors, she had arranged for a bath to be poured, heart shaped flower arrangements were floating on the water and champagne, buns, meat and cheese came to the room. FANTASTIC It didn't take long for us to realize that the butlers love to serve and will ensure that you have a first class vacation. They also arranged for massages for us, extra face cloths etc. etc.

The Food: Cuba almost universally gets slammed for their food and generally for good reason, but be assured that the Royalton is "one of these things is not like the other." I ate, and ate, and ate. This is the first place in the whole Caribbean that I have finally got lobster done the way I like it. It was moist, pulled away from the shell easily and was smothered in garlic oil or butter. I had it one night at Eggsellence, another night at Senses and it was even served one afternoon while we were sitting by the POOL !!!!! Now that's luxury. There are no buffet's. Instead it is sit-down, menu service breakfast, lunch and dinner...WOW. Breakfast was very good as well as lunch at the 24 hour snack bar. There you could get garlic shrimp, calamari, fish, fried chicken, hamburgers, salads...excellent fries...a real delight. I had various other dishes like pasta, chicken, beef and even flambéed desserts at both Eggsellence and the snack bar.

Pools/Beach: The pools and beach forever seemed empty for people. We never had trouble getting a lounger or a dream bed . It seemed like we were the only couple there. Very quiet and romantic. Food and drinks are served at both pools and the beach. If you have ever been to Cuba, then you know that the water is awesome...clear, just the right temperature, a light shade of emerald and calm. I could float out there all day. The pools as you can see in my pictures are equally as breathtaking.

The Music: This is a "quiet" relaxing resort with live music everywhere, from the lobby bar, to the restaurants, to the snack bar. It was great to hear Latin music played, instead of the loud American rap and techno most often at resorts. Personally I lover the trio at the snack bar and the duo at Eggsellence that played the cello/oboe and guitar.

The Staff: Here I would like to highlight a few of the personnel that really stood out for me. Noelvis and Yanet were a superb tandem of butlers and really made us feel cared for. Gdiel and Roberto at the main pool, were amazing. They were quick to keep your glasses filled, brought around some incredible food from BBQ, to sandwiches and hor d'oeuvres. Alberto, Yudeisy, Louis and Orlando took great care of us at breakfasts and Reydel at the snack bar was fantastic. Not to be overlooked was the Director, Miguel, whom you could see regularly walking around, making sure everything was in order and speaking with guests to ensure they were having the best vacation ever. Thank you so much for all your service everyone we will be back again and again.

If you are looking for loud discos, yelling MC's and stage games, you will not find it here. The Royalton caters to a different demographic. Don't get me wrong...it is not snobbish at all, but there seems to be a very different air about the guests...more relaxed, more friendly...it's something you have to experience. It is for those who want a quiet, relaxing and extremely romantic vacation. It may not be for everyone...but it was definitely first in our books. Also, if you have mobility issues, this resort works well. I fatigue easily, but found this resort had benches all over the place where I could catch my breath and take in the scenery. It is not large and even on those few occasions that I couldn't walk, a shuttle was provided to take me to where I wanted to go.

Miscellaneous: Every drink we had was top notch and some were quite interesting like the 5 inch high daiquiri's of shaved ice. Shopping was close buy at a small pueblo next door and the rooms are well stocked with beer, soft drinks and sundry toiletries. Additionally, there was free sailing on hobie cats, that we took advantage of often as not many people seemed to know it was part of the all inclusive vacation.

A friendly note to the men: While the dress code is not enforced like at most resorts, I was a little taken back by the number of my gender who neglected to take advantage of dressing for supper, even though their wives did. Men, I invite you to embrace the romance here and escort your wives in style. It's easy to pack a pair of dress pants and a nice tropical shirt. Your wife will thank you.

I can't say enough about this resort other than thank you.

  • Stayed June 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
21 Thank MikeV57
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 9 July 2014
Dear Mike V,

Thank you for trust in our company Royalton luxury resorts part of Blue Diamond hotels and resorts, and thank you for choosing our hotel in Cuba, Royalton Cayo Santa maria.

We thank you for sharing your 5 star experience with other travellers on the internet, and thanks for called us "OMG resort"

We will share your beautiful comments with our staff and we hope to see you very soon in your cuban home, Royalton cayo Santa Maria,

Kind regards,

Miguel Del Fraile
Director I Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Canada
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 7 July 2014

We loved the beach and the grounds, the food was good, staff helpful; however Royalton still should learn from other resorts to truly be a 5 star.
The staff tries to accommodate all requests however it is difficult when so many, mainly restaurant staff do not understand basic questions or words and that often results in changing your order or not a complete order. The wait staff should not use sweeps that look like they are used for the floor around the food, to sweep the tables or the toaster. The bread cutting board should be washed in soap everyday and not just turned around as I have seen done. Also the Jam that expired in February should be removed and expiry of products constantly checked. Maybe a better selection of good quality bread; the buns were nice though. We wished there would have been a small limited buffet for lunch also, it would really help. But over all the quality of food was very good.
The cleanliness of the room is what we cannot rate 5 star, this is where we think the hotel deserves about 3 star rating. The towels in the room were mediocre, you only get 2 medium size towels and on the top of it they are not very clean, often with visible stains, one day they seemed blood stains !! I have been to other resorts in Cuba and truly the managers should visit them to compare. Not sure what Buenavista and other resorts use but they get them very white clean without stains. The towels should be white, clean !! The bedding smells a bit odd as if it was left wet for a period of time and not properly dried before storing or stored in wet environment for extended period and also had stains.
The bathroom was not very clean, the wall behind the sink was dirty with stains and little flies coming out of the sink constantly. We did not get soap or tissues after we run out. Maybe the wall behind the sink could be painted or wallpapered with material that is washable, I was tempted to wash it myself, but did not even have a little towel to spare.

Overall we would love to come back, for the size of the resort, quiet environment, nice staff and quality of food, but would like to see improvement in cleanliness. Don't change the ambiance, the entertainment is suitable for the type of the resort it is, no additions needed. If people are looking for a louder place they should look for a different resort, liked that the music was quiet and not constantly blasting. We came to enjoy the nature, and loved the spa like feel.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank bianca g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 9 July 2014
Dear Bianca G,

First of all thank you for spending your time sharing your experience with other travellers on the internet and thank you for choosing Royalton Cayo Santa Maria.

We have read carefully your review and we will work in all the points that you mentiond in order to improve our services and quality.

Regards,

Miguel Del Fraile
Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Birmingham
Level Contributor
34 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed 5 July 2014 via mobile

The reviews are all true - this is paradise.

Powdery white sand, immaculate service and rooms, crystal clear water and gently shelving sand.

The food is excellent for Cuba - the best the country has to offer. Don't expect what you get at home. Its different but lovely and luxurious.

We spent a heavenly 11 nights here and met some lovely people also visiting from the UK and also lovely Canadians.

Our tip - bring medication with you in case of any illnesses. We didnt use any but if you get a headache or a bad tummy you may struggle to get hold of any medication here - this is a beautiful paradise island and not a bustling city!

In terms of tips, we tipped a couple of pesos (visitors pesos not cuban) per person per day. The staff work hard with very long hours yet this never shows and they really appreciate the tips. We didnt bring gifts as this seemed a bit patronising to us but I did leave a few items of makeup behind (unused) and regularly gave cold drinks to the gardeners who worked so hard and so long in the blazing sun.

This hotel is simply superb. Thank you for a wonderful honeymoon.

Stayed March 2014, travelled as a couple
Helpful?
4 Thank smartiepuf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 6 July 2014
Dear guest,

Thank you very much for trust in our company Royalton luxury resorts and for choosing our resort in Cuba, Royalton Cayo Santa Maria.

We will share your beautiful comments with our staff and we hope to see you very soon in your cuban home, Royalton cayo Santa Maria,

Kind regards,

Miguel Del Fraile
Director I Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, Canada
Level Contributor
20 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed 4 July 2014

This resort was exceptional and we happen to fall upon it. We were at the resort next door that we were not happy with and we saw that we could upgrade to the Royalton and it was a great decision. We travel frequently and we compare all hotels to the Royalton now. The service was unbelievable, peacefulness, cleanliness and the beauty of the resort is what we loved most. We are a younger couple so at night we went into the little village next door to the disco. We did wish it had a little bit more liveliness but that was our only complaint. We took tons of pictures and we will definitely be back.

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Tropicalgirl81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 6 July 2014
Dear guest,

Thank you very much for trust in our company Royalton luxury resorts and for choosing our resort in Cuba, Royalton Cayo Santa Maria.

We are very happy reading that you had a nice experience with us and you said that this is the "A piece of heaven". Thank you!!!

We will share your beautiful comments with our staff and we hope to see you very soon in your cuban home, Royalton cayo Santa Maria,

Kind regards,

Miguel Del Fraile
Director I Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto
Level Contributor
28 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 108 helpful votes
Reviewed 3 July 2014

We visited the Royalton Cayo St Maria June 21st to the 28th. As with most people I have spoken to we were sceptical about traveling to Cuba again, after our previous negative experience. Thankfully we enjoyed one of our best vacations at this beautiful hotel.

The resort is immaculately clean and small, everything is in short walking distance. On our first morning we were met by our butler Noelvis who made our dinner reservations, and took care of any requests that we had during the week. We spent a lot of time at the center pool, which is surrounded by several cabanas which were always available for being lazy or tanning.

Food

There are two restaurants located in the main building Eggselence where you can eat breakfast and dinner, as well as Senses. There is no dress code for Breakfast, we enjoyed fresh breakfast crapes every day. Dinner reservations are made for you at Eggselence and Senses by your butler, there is a dress code for dinner (pants, collared shirt, no shorts) however it is not strongly enforced. Lunch is served at the 24 hour snack bar located in the center of the resort. At each meal you receive a menu from which you can select your 3 course meal. You have full access to Memories the resort located next to the Royalton. So if you like you can attend the buffet at Memories. Since the restaurants are a la carte, the food is always fresh. I think this is a huge advantage over most all inclusive hotels, and this is the reason that the food is so good at the Royalton. We would like to send a special thanks to our friend Kinnear who works at Senses. Don’t miss the lunch BBQ that happens every day at the center pool, we enjoyed fresh fish, lobster, and chicken there.

Beach

We have been to many beaches in our travels and the beach at the Royalton is definitely one of the most beautiful beaches we have ever seen. The water is warm and crystal clear, the sand is white and fine. The grounds keepers keep the beach spotless, giving it the untouched appearance. There are no rocks, or seaweed and you can see fish without the use of snorkeling equipment. There is a full bar where you can order meals, which are delivered straight to your chair.


Room

We had a standard suit #201, and it was spacious clean and fairly modern. The room included a king size bed, flat screen TV, and programmable safe. Room service is available, and we found it to be quick. The room also has a refrigerator stocked daily with beer, pop, and water.


The service we received at this hotel was amazing. The staff goes out of their way to make you feel at home, and although tipping is not necessary we felt at this resort it is well deserved and appreciated. If you like to work out like me, there is a gym located at the Market which we had full access to located beside the Royalton. The resort is relaxing and quiet, but if you want some excitement you can visit the disco tech located in the market, or nightly show at Memories. You can exchange money in the lobby, or at the bank located in the Market. The bank will give you a better exchange rate. My only warning to anyone visiting this resort is bring mosquito repellant, there are a lot of mosquitos.

If you are on the fence like we were, and contemplating visiting just read the reviews. This place is paradise and we will be returning. We would highly recommend this resort to anyone who needs a relaxing vacation.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Russell V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 6 July 2014
Dear Russel V,

Thank you for sharing your 5 star experience with other travellers on the internet and thank you for choosing our hotel Royalton Cayo Santa Maria, by Blue Diamond hotel and resorts.

Thanks for called us "Hidden Gem" and for recommend us to to anyone who needs a relaxing vacation.

We will share your beautiful comments with our staff and we hope to see you very soon in your cuban home, Royalton cayo Santa Maria,

Kind regards,

Miguel Del Fraile
Director I Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stoney Creek
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 30 June 2014

Wow, this resort just blew me away it is so fabulous. The food deserves 10 stars, particularly since it is world class, delicious, and the presentation is second to none. I have visited Cuba 28 times and have never experienced such fantastic food.

Check-in was swift and efficient, and we (and our luggage) were transported to our bungalow via golf cart.

Our main butler, Noelvis, was awesome, a real character, he had me laughing so hard he is so pleasant and comical. On his days off, we had Yanet and Mario who were also very good, and all three fulfilled all our requests immediately. Full room service is available 24 hours per day for guests preferring to eat in their room.

The room was beautiful, very spacious, with a comfortable king-size bed - we had bungalow suite 0202. A special mention for the great overhead shower, the scented flower-filled bath run for us by Noelvis, and the flat-screen TV which had 30 - 40 working channels, lots of them in English. The air conditioner was programmable so we could keep the room temperature exactly the way we like it.

The beach, well, what can I say, Varadero WAS my previous favourite but it doesn't even come close to the Cayo Santa Maria Royalton beach - spotlessly clean white powdery sand, crystal clear aquamarine water just great for swimming out as far as you want. And full bar and meal service right on the beach, everything brought right to your chair.

As for the pools - there are two, both having lots of sun and shade, loungers were available all the time as were the palapas with the king-size mattresses and the white drapes. Like the beach, full bar service and food service were available all day long. I LOVED the music playing most of the day at the pool closest to the beach - very mellow renditions of Pink Floyd music, Beatles music, Elvis songs, etc. adding to the overall ambience. Snacks (cold meat/pickles/cheese shish-kebabs, fruit skewers, etc.) were served immediately prior to lunch time.

The "snack bar" was open 24 hours, and everything you could desire is served "a la carte" right to your table - and there is no waiting around, service is swift and the food is delicious. The two main restaurants adjacent to the lobby are "Senses" and "Eggsellence" - both are excellent, I have never had such delicious food served so elegantly. Even though all the restaurants are "a la carte" you can order as much food as you want, and order seconds, thirds, etc. if you have a huge appetite (as my husband does). During dinner there is fairly quiet, muted, live music, mostly classical, on cello, base, violin, clarinet, etc. There is also an air-conditioned lobby bar in which, after a late check-out, we waited for our bus back to the airport and watched some of the World Cup.

As for tipping, we were told several times that "it is not necessary" but we tipped in any case since the service was so good. Every single member of staff we came in contact with was absolutely perfect, always with a smile and a "Hola!"

I am having a difficult time mentioning any down side to our stay at the Royalton but, trying to write a well-balanced review:

1. The mosquitoes were pretty bad, perhaps something might be done to lessen their effect, such as spraying every day just before the sun sets???

2. Also, I think one buffet only restaurant may be a good idea for some guests, even though I personally prefer the full a la carte service.

3. Currency exchange - very limited capacity on the resort with a higher rate of exchange. The bank in the adjacent "pueblo" (small tourist village) - a 5-minute walk, was only open Monday - Friday until 3 pm.

We stayed at the Royalton June 21 - 28, 2014, and are counting the days already until we return for our next Caribbean vacation. Thank you so much, Royalton, for your hospitality!!

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Julie G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miguel D, Manager at Royalton Cayo Santa Maria, responded to this review, 3 July 2014
Dear Julie G,

Thank you very much for trust in our company Royalton luxury resorts and for choosing our resort in Cuba, Royalton Cayo Santa Maria.

As an expert travellers in Cuba with more than 28 visits to Cuba, we are very very happy reading that you enjoyed our hotel and now its your favourite place to have a vacation.

We will share your beautiful comments with our staff and we hope to see you very soon in your cuban home, Royalton cayo Santa Maria,

Kind regards,

Miguel Del Fraile
Director I Manager
Royalton Cayo Santa Maria
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Royalton Cayo Santa Maria

Property: Royalton Cayo Santa Maria
Address: 05200, Cuba
Region: Caribbean > Cuba > Villa Clara Province > Cayo Santa Maria
Amenities:
Bar / Lounge Beach Beverage Selection Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 15 Hotels in Cayo Santa Maria
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Royalton Cayo Santa Maria 4*
Number of rooms: 122
Reservation Options:
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