Iberostar Origin Playa Pilar

Iberostar Origin Playa Pilar
3.983.983.983.983.98
3.98 based on 362 reviews
#5 of 22 hotels The Monarc.ca popularity scale (#1/15) classifies all the hotels of a single destination according to the number of grades received on 5 and the total number of reviews. in Cayo Coco - Cayo Guillermo
Rated 4.5 stars
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Staff is who carried this hotel

, Smiths Falls, ON
2024-07-09
The entertainment staff was absolutely amazing, they are who made the experience better. The beach was OK, not as good as it says on the site. The food was absolutely terrible, the rooms were OK, we had constant issues with the room key, reception wasn't helpful. Pools were ok, people were very rude. [Details]
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The strong points
Entertainment
The weak points
Food, Beach, other travellers, room
Hotel reply, PR/Marketing, on 2024-07-31
Dear guest, Thank you for trusting us with your Cuban holiday. We will be delighted to have you back. Kind Regards, Quality Manager Iberostar Origin Playa Pilar

Amazing beach and the worst hotel accommodations

, Toronto, ON
2024-05-13
Short and simple beach was amazing and you have to tolerate all the other horrrible experiences
I think the management really wants hotel to get broke
Buffets has extremely limited food( generally within the hour it finishes)
Most of the stuff was polite and helpful
Phones in the rooms don't work , lobby told me it's been broke for months , room service don't replace the sheets they only fix it and run away
Not enough garbage bins and cigarettes bins in the beach Or in the hotel
Toilette flush is not working …etc [Details]
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The strong points
Beach
The weak points
All the rest ,zero maintenance at the hotel
Certified
Hotel reply, PR/Marketing, on 2024-05-16
Dear Helen, First and foremost, we would like to thank you for taking the time to provide this detailed feedback and apologize for any inconvenience that may have overshadowed your enjoyment of your stay and our hospitality. We will do all we can to turn your concerns into improvements for your next visit. Being worthy of your preference is very important to us. Kind Regards, Quality Manager Iberostar origin Playa Pilar

Very pleased

, London, ON
2024-04-12
The hotel was just fine. The room was clean and our service attendant (Lia?) was most professional. A/C, water, mini fridge, TV and toilet were fine; just a little jiggle here and there was needed.
I single out for special mention Yaniel Ochoa in the lobby bar, and several folks in the buffet: Leo, Daniela, Doris, Luis, Marhey, Mercedes and Liether. At the a la carte Alexander was a delight as was Frank at the beach bar. excellent. [Details]
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The strong points
I understand that there are economic challenges all round in Cuba (and elsewhere). I am not one to complain as a spoiled visitor to Cuba.
The weak points
It pained my wife and me to see these young workers having to do 16-hour shifts. That is too much.
Certified
Hotel reply, PR/Marketing, on 2024-04-16
Dear Anton, Thank you for placing your trust in our services. Our Team will be honored to have you back. Kind Regards, Quality Manager Iberostar Playa Pilar

Vacation

, Toronto, ON
2024-04-07
Toilet didn't work.AC leaking in room.TV didn't work. Hotel grounds not lit at night. Food shortages. Airline broke new luggage.Thursday night and Friday morning mosquitoes were fierce. Rep.gave info.only on tours. We would never return to this resort [Details]
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The strong points
Staff was nice.
The weak points
Would not recommend for anyone.
Certified
Hotel reply, PR/Marketing, on 2024-04-12
Dear Ramish, We are deeply saddened to read that we were unable to provide you with an experience that met your expectations. We have communicated the aspects that were not to your liking to the hotel management and the relevant departments in order to find a solution as soon as possible. We hope that in the near future you will give us another opportunity to win you over with our progress. Kind Regards, Quality Manager Iberostar Playa Pilar

Wouldn't recommend.

, Milton, ON
2024-04-04
Lots of issues. Room flooded the first night from a toilet. Begged them to turn off the water and when someone came they asked if we had a plunger. Door didn't lock, patio doors didn't lock, shower head broken so had to hold it by hand. Entertainment mediocre. Toilet paper was hard to come by. Public washrooms often had no toilet paper either. Food was very very limited. Limited to the point that I lost 1 pound a day for the trip. At the reservation restaurants, food was slightly better but no much variety. Always caprese salad, mixed salad and soup option for appetizer, chicken or fish for main course even though different restaurants. Wifi didn't work for first few days and then only worked in lobby. Never got connection in room. Pool was nice, beach was nice. The decking around the ocean was in poor repair. The step down to the ocean was missing and the part of the barrier between the platform and the shallow ocean was off and not replaced which can be a safety risk. Chairs at beach and at pool were sometimes broken and hard to come by. The chairs in the ad are not the chairs they have. The chairs there are all plastic. Stayed for 5 days and was more than ready to go home. Staff were not particularly friendly. Would often walk by without acknowledging guests. Water went out for over 24 hours so no toilets available. Was told it the issue was off resort but saw repair people digging up flooded areas in resort. We feel we were lied to about the quality of the resort. [Details]
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The strong points
pool nice
The weak points
no maintenance and poor service.
Certified
Hotel reply, PR/Marketing, on 2024-04-10
Dear guest, We regret that we did not meet your expectations for our service and are very sorry for any inconvenience you may have experienced. We have shared your comments with all relevant departments to review our high standards and ensure they are met. At Iberostar, we know that it is only by listening to our guests that we can make progress in our efforts to offer better and better service. Given the opportunity, we believe we can offer you an better holiday experience. Kind Regards, Quality Manager Iberostar Playa Pilar

Great vacation

, Cambridge, ON
2024-03-25
Minimum shortages .had eggs 3/7 days .We always found something to eat. Lots of toilet paper in our room and water every day.beach was amazing..The resort staff were amazing and aim to please with what they have. would go back to Cuba again. [Details]
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Certified
Hotel reply, PR/Marketing, on 2024-04-03
Dear Kathleen, We are sincerely glad to be part of your special memories in Cuba. It will be great to welcome you back in the near future. Kind Regards, Quality Manager Iberostar Playa Pilar

Fun times

, Ottawa, ON
2024-02-12
My family had a great time in Cuba and this was a solid resort to spend the one week we had there in late January. The resort is beautifully laid out, wonderful pools surrounded by palm trees is just the sort of thing we were looking for. Loved the swim up bar! You can walk towards the water on their pier and have a nice view of the ocean. Now this resort isn't perfect: The food was just okay, nothing special. They have a 24 hour snack bar open but it does not start providing food until 10am (not sure when it stops serving food at night). The wi-fi works well in the lobby, pool and snack bar areas but there is NO signal in your room, which was unfortunate. The TV in your room has about 100 channels, mostly in Spanish, not a huge deal for us but it really would have been nice to have wi-fi. The staff are very friendly, and can help you with any questions you have. There is an on-site rep from Sunwing there that will help you book activities you may be interested in. This resort is just a five minute drive from Playa Pilar beach, which was amazing, the best beach I've ever visited in my life. You can taxi in a 50's convertible from the resort to the beach for just $5 a person, definitely worth it! So for some experienced travellers, this might not be the best resort, but for our family, we had a great time! [Details]
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The strong points
Beautiful resort, nice pools, friendly staff
The weak points
No in-room wi-fi, food was just okay
Certified
Hotel reply, PR/Marketing, on 2024-02-15
Dear Ben, We are honored to confirm that you had such a great time in our hospitality. Counting on your vote of confidence is the best incentive to continue improving. We will do our best to surprise you with positive changes on your next visit. Kind Regards, Quality Manager Iberostar Playa Pilar

Never again

, Moncton, NB
2024-02-04
The hotel is slowly deteriorating. Toilets not flushing properly, many burnt out light bulbs. Air conditioning did not work in the bedroom. Frequent power outages. Lack of food, well good food. Sewer smells coming from lobby men's bathroom. Lack of drink selection. Garbage cans not being cleaned around resort. No pads for beach chairs. Many of the chairs are broken. Sheets on beach beds are very stained. On calm days the beach flag was never changed from red. No water sports, no paddle boats. No one ever gave a reason why. [Details]
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The strong points
The staff were very friendly. The pool was clean. The grounds were well kept.
The weak points
Water in room was not working. At times no hot water. Patio door in room leaks when raining. No AC in room. Mini bar in room never stocked with anything besides 1 bottle of water.
Sanitary measures
Toilet paper was not to be flushed. This could be very unsanitary.
Certified
Hotel reply, PR/Marketing, on 2024-02-15
Dear Nelson, On behalf of the entire Team we thank you for choosing us. We have forwarded your comments to the hotel management and the responsible departments in order to find solutions as soon as possible. We will do our best to surprise you with our progress in the near future if you give us another opportunity to welcome you back. Kind Regards, Quality Manager Iberostar Playa Pilar

Not a 4 1/2 star in my opinion

, Woodstock, ON
2024-01-08
This is a nice resort if you just want to relax as it is very small. I would consider this a 3 star at best and would not want to pay more than $1000 taxes in. The staff were great, the food was ok and the drinks were good. It is a clean resort and is great for all ages. I wont go back, only because its a little too small and quiet for my personal taste, not for any other reason. [Details]
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The strong points
Most staff were amazing and very accommodating. It was clean, there was always food and drinks available
The weak points
1 lobby bartender was miserable all week, but the others were great. Should not have a 4 1/2 star rating
Certified
Hotel reply, PR/Marketing, on 2024-01-11
Dear Wendy, Thank you for trusting us your holidays. We hope you change your mind and give us a second opportunity to have you back. Kind Regards, Quality Manager Iberostar Playa Pilar

NOT GOOD

, Notre Dame De Ile Perrot, QC
2024-01-08
Although the hotel was clean, the food especially and service was not good at all.
Late night bartenders and security staff are looking to take young girls back to their room...WATCH OUT!!! [Details]
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Certified
Hotel reply, PR/Marketing, on 2024-01-18
Dear Manny, First of all, we would like to thank you for choosing us for your holidays in Cuba. Due to the seriousness of the aspects that you have shared with us, it is very important to point out that, as part of the Iberostar family in Cuba, all of our staff are selected and trained on the basis of professionalism, ethics and respect. We will carry out all the necessary investigations to understand what may have happened, but this incident is a complete departure from our standards of personalized service. We hope you had a safe journey home. Kind Regards, Quality Manager Iberostar Playa Pilar

Iberostar Playa Pillar

, Hubley, NS
2024-01-03
Better rooms than other resorts in Cuba but...
Unfortunately , except the New Year eve night the food was terrible bad and served with lack of hygiene. Ex - they were supply water on the buffet tables from some big water totes which were full off ice . They were dipping on it a water carafe which was sitting on a table with all kind of stuffs, food moneys , etc , pick the water and put in smaller carafe. Flyes everywhere
For 4700k paid I deserve at least a bottle of spring water. Many times the juices for the kids were diluated and made of instant powder and served as natural . 3 or 4 days with no bread on the buffet. The Snack Bar with lack of supplies

In my opinion the fault is not on Cubans . The Canadian leisure companies ( all ) which advertise these location should send their canadian representative from time to time to check if the resorts in a specific location meet the minimum Canadian standards of quality and hygiene. I didn't buy the vacation from Cuba , I bought it from a Canadian company . [Details]
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The strong points
Better room than other hotels in Cuba
The weak points
Horrible food
Sanitary measures
Poor
Certified
Hotel reply, PR/Marketing, on 2024-01-09
Dear Alex, First of all, we would like to thank you for entrusting us with your holiday in Cuba. As part of the Iberostar family, we do our utmost to ensure that our guests enjoy a comfortable and memorable stay. For this reason, maintaining the correct higiene standards in all areas is a mandatory aspect. We assure you that we will take all the necessary measures to ensure that similar situations do not occur again. We hope you have a safe journey home and wish you a happy 2024. Kind Regards, Quality Manager Iberostar Playa Pilar

WORST TRIP EVER!!!!!!!!

, Grimsby, ON
2023-09-21
Beach is beautiful and that's about it!!
Been to Cuba many times and this was by far the WORST!!! Do not stay at this hotel. It's definitely NOT a 5 star…1 star at best.
Diane at the pool bar was fantastic. Other staff seemed annoyed when we asked for things.
No soap in the public area bathrooms. Watched as cups, cutlery, etc were rinsed with tap water and put back into use. Rationed toilet paper
Little to no entertainment
Hotel and rooms are run down, things are broken and resort looks WAY older then 8 yrs
Cockroaches and flies EVERYWHERE including all over the food
Buffet was closed and only the snack bar was open.
I don't know how this resort stays open and how travellers aren't getting very sick.
Will NEVER go back.
Kids area was closed. Don't ever take your kids here [Details]
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Hotel reply, PR/Marketing, on 2023-10-04
Dear guest, Thank you for sharing this feedback about your experience at our hotel. We are saddened to read that we were not able to provide you with the stay you were anticipating. The responsible departments are working on the basis of your feedback to make all the necessary changes. We appreciate the opportunity to check our standards of hygiene and cleanliness. We will do our best to ensure that similar situations are not repeated. We hope you had a good trip back home. Kind Regards, Quality Manager Iberostar Playa Pilar

Get what you pay for

, Brampton, ON
2023-08-02
Not a good experience. You get what you pay for. Not recommended. [Details]
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The strong points
Nice pool, back area.
The weak points
No WiFi, food horrible, no entertainment, no soda at all, no comdements, flies were ridiculous. You get what you pay for. Not much.
Certified
Hotel reply, PR/Marketing, on 2023-09-05
Dear Peppino, We are saddened that we did not succeed on providing you with an experience that lived up to your expectations. We hope to conquer you with a much better stay in the near future. Kind Regards, Quality Manager Iberostar Playa Pilar

Worst trip ever !!!!!

, Tottenham, ON
2023-07-23
The staff at the resort were terrific especially when you tipped them.
I give the room 2 stars, the mattress was super thin you could feel the coils.
The food was terrible, I recommend you bring peanut butter, jam, ketchup snacks, and most importantly a water bottle, yeti or bubba. I sadly returned back home with a stomach virus. The beach is out of this world which is the main reason that kept me there the whole week. The cigar lounge was the best spot in the resort it was stocked with great alcohol and air conditioning!!
The music at the poolside was so entertaining, the shows at night not so much. Unfortunately, this would be my last visit to CUBA. [Details]
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Certified
Hotel reply, PR/Marketing, on 2023-09-05
Dear Ginni, Thank you for choosing us to enjoy your vacation in Cuba. We hope you change your mind and give us the opportunity to welcome you back. Kind Regards, Quality Manager Iberostar Playa Pilar

So near to one of 25 top beaches in this planet

, North York, ON
2023-06-10
1st time in Cayo Quillermo, hotel is very near to Playa Pilar, after a good breakfast, take a walk about 25 minutes on a paved side-walk arriving to the beautiful beach. Water is clear and sandy beach is wonderful. That's what I want to come to Cuba. Hotel location is excellent ! [Details]
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The strong points
Excellent location to this top 25 beaches in this planet
The weak points
watch out mosquito season!
Sanitary measures
Avoid dairy products and food uncovered!
Certified
Hotel reply, PR/Marketing, on 2023-06-14
Dear Trevor, We happy to read that our hotel has lived up to your expectations. We look forward to serving you again to repeat or even surpass this experience. Kind Regards, Quality Manager Iberostar Playa Pilar

Sanitar

, Cote St Luc, Montreal, QC
2023-04-27
The kitchen is dirty and the food is not tasty. [Details]
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The weak points
2
Certified
Hotel reply, PR/Marketing, on 2023-05-16
Dear Ion, Thank you for taking the time to share your valuable comments with us and we will study them with the responsible departments. We will do our best to surprise you with positive changes in the near future. Kind Regards, Quality Manager Iberostar Playa Pilar

Cuba is Crumbling

, Georgetown, ON
2023-04-23
Third time in Cuba. We knew before going that things were rough but, not like this. I'm just going to write in point form all the issues.
- Pesco is worthless therefore they gouge you with insane prices in usd or cd. A single bottle of rum is 15 USD. Prices in cigars, rum, souvenirs have more than tripled since 2019.
- Supply shortages ! No water for rooms, no cola, no pina colada's, no bread one day.
- Food was brutal
- Pool was cloudy
- Room was dated, tv was shit, toilets were awful
- lobby bar was busy, always a line up.

** Done. I'm not writing anymore and I could go on forever. This was not a great experience, and I'm never going back to Cuba until their government gets their shit together. Covid and inflation made things 10x worse. I is [Details]
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The strong points
Staff was good. Some were asses.
The weak points
Too many to mention. Sorry.
Sanitary measures
Covid is over.
Certified
Hotel reply, PR/Marketing, on 2023-05-16
Dear Brent, On behalf of the entire Team we would like to thank you for the opportunity to improve that your feedback gives us and offer our sincere apologies for any possible inconvenience. We will take all necessary actions to conquer you with a much better experience in the near future. Kind Regards, Quality Manager Iberostar Playa Pilar

* DO NOT VISIT *

, Kitchener, ON
2023-04-14
THE CLEANERS STOLE MY GIRLFRIENDS EPILEPSY MEDICATION. THEY CONSTANTLY STEAL. THEY DON'T EVEN LEAVE US WATER [Details]
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The strong points
THEY STOLE MEDICATION THAT IS NEEDED SO MY GIRLFRIEND DOES NOT HAVE A SEIZURE. Worst place ever.
The weak points
RECOMEND FOR NOTHING
Hotel reply, PR/Marketing, on 2023-05-16
Dear guest, We are very alarmed that we have no report on this unfortunate incident you share with us. We kindly ask you for more details in order to provide you with the personalised response you deserve. Kind Regards, Quality Manager Iberostar Playa Pilar

Food

, Brampton, ON
2023-03-15
My daughter and her children travelled to the a/m hotel and found the food to be in a terrible state. No milk, no butter, no bread. One of her children loves any type of food and is barely able to find something to eat. My daughter has observed several persons at the front desk trying to change hotels She has been to cuba before and have never encountered this problem. This is March break and all quests paid double the normal price for this hotel [Details]
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Hotel reply, PR/Marketing, on 2023-04-04
Dear Gary, Thank you very much for taking the time to share this review of your daughter's holiday. We are saddened to hear that our culinary offerings did not live up to your expectations. We have communicated your comments to our chef team to seek all possible improvements. We look forward to welcoming you back to any of our hotels on this beautiful island and to conquer you with a much better experience. Kind Regards, Quality Manager Iberostar Playa Pilar

It is a 2 star hotel (international)-- DO NOT GO

, Esterel, QC
2023-03-13
I went to Cuba >15 times before and it was heartbreaking to see how the country and tourism deteriorated after pandemic. Please take this review as serious warning (red signs/flashing lights!!!). We stayed with my family for 2 weeks.

Everything is broken at the resort and is not being maintained. In the room -- no hot water, toilets broken, cockroaches at night, patio doors don't lock, toilets broken half light bulbs removed from lamps, towels on many days not changed (sorry don't have is a standard answer from chambermaids).

The resort is not maintained -- all public restrooms are broken as well and many don't have even soap or toilet paper.

Pool is often cloudy and they allow glass around the pool and on the beach -- hence, be wary as there is lots of broken glass everywhere (in the sand of the beach, around pool, etc.)

Food is a special topic. There is NO FOOD (even basic food is missing).
On breakfast they will commonly run out of eggs, butter and yogurt. NO chicken or shrimp (ever). The only choices are pork, beef sometimes (not chewable) and ~2 choices of fish. You will be standing in line and feel lucky just to get hot dogs or rice. There are no deserts - long lines just to get chocolate ice cream (no vanilla on most days). They will take regular bread rolls and put chocolate on top. Some very limited bakery products offered. Fruit is limited to papaya and guava (bananas and apples sometimes). It is very, very, very sad what happened to Cuba. If you want to go -- bring your food, towels, soap and other basic necessities. [Details]
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The strong points
Beautiful nature and sea. No algae
The weak points
- No hot water - No hot water in the room - Cockroaches in the room - Patio doors don't lock (safety issue) - In room toilets broken as well. - No eggs for breakfast, no butter or yogurt - THERE IS NO FOOD
Certified
Hotel reply, PR/Marketing, on 2023-04-04
Dear guest, Thank you very much for choosing us for your holiday and for taking the time to share this extensive review with the Monarc community. We have communicated every detail of our facilities and services that were not to your liking to the hotel management and the responsible departments. We assure you that a systematic work is being done to check compliance with our quality standards and to make all possible improvements. Although there are no second chances to make a good first impression, it will be an honour to surprise you with positive changes in the near future. Kind Regards, Quality Manager Iberostar Playa Pilar

Spa

, Milton, ON
2023-03-07
I'm only reviewing the Spa at this point. As their service was 5 star. Livan at the reception is exceptional and has excellent customer service and the masseuse Ellie was simply the best. Such an awesome massage, so professional and therapeutic. Absolutely loved it. Thank you! [Details]
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The strong points
Good ambiance Professional Excellent customer service
The weak points
None
Hotel reply, PR/Marketing, on 2023-04-04
Dear Salma, We would like you to know that we are very grateful to receive such positive feedback like yours from our valued guests. We hope to have the pleasure of serving you again soon. Until then, we wish you the best. Best Regards, Quality Manager Iberostar Playa Pilar

Great holiday!

, Hammond, ON
2023-03-01
If you've been to Cuba before you know that you are there not for the food or a fancy hotel room - its for the beach & the friendly staff. You will find exactly this at the hotel. The beach & vibe was great. The weather was fantastic. I travelled with my three teenage daughters and did not fear for safety at all. The beach is smaller because part of the coastline has coral but this was an interesting plus for us as you got to see a lot of different fish & birds. The water was calm and you could walk out really far without it getting deep which I think would be a big plus for those with smaller kids. Besides the resort there is not much around to visit (if you like markets and such) - we did not take any excursions so I can't comment on that. Internet/wifi was very hit & miss - which I didn't mind as it got my kids off their electronics. Overall great relaxing holiday and would definately recommend. [Details]
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The strong points
Atmosphere & beach. Entertainment crew were great!
The weak points
smaller beach & food variety was limited.
Certified
Hotel reply, PR/Marketing, on 2023-04-04
Dear Nicole, It has been an absolute pleasure to read this great review of your recent stay at our hotel and we appreciate that you took the time to write and share it with us. We would like to consider all aspects to create an environment for our guests that fulfil all their wishes to achieve a perfect holiday. Therefore, we welcome both your praise and your helpful critique with gratitude. It is nice to know that you felt so comfortable with us and that have chosen to share that fact with others and we hope to see you again soon. Best Regards, Quality Manager Iberostar Playa Pilar

Ahhhh Relaxation

, Sault Ste. Marie, HA
2023-02-02
A very relaxing week at Iberostar Playa Pilar. Staff are attentive and soon get to know you and are engaging and anticipate yor needs...sugar cane with your cafe madam? The oceanview junior suite in Building 2 had a breathtaking view and was quiet and tucked away from any activity. Found wonderful shells including conches on walk to Playa Pilar beach. Snorkeling was fun and easy right out front. Kids seemed to love the engaging staff for the kid's programs [Details]
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  • Sanitary measures
The strong points
The view, the staff, the breads by Julio, the serving staff like Dany and Jany, the gardeners making palm leaf hats and bowls and opening up fresh coconut for you. Yenia and many of the lobby staff including Oney in cigar bar
The weak points
Shortages faced by cuba that require you to be flexible and pivot in your requests(carry toilet paper off resort and sometimes on resort), need general maintenance of buildings and furniture as overdue. Electrical and internet unpredictable
Certified
Hotel reply, PR/Marketing, on 2023-04-04
Dear Shirley, We are happy to learn that you had such a great time with us and want to thank you for sharing your experience with others. We welcome and value the ideas of our guests because with them we can achieve our goal of providing perfect holidays, therefore  we will take note of your valuable feedback and will relay it to the appropriate department for their consideration. Again we thank you for this constructive review of our hotel and we hope to be seeing you again soon. Best Regards, Quality Manager Iberostar Playa Pilar

Excellent Holiday

, Winnipeg, MB
2023-01-29
We returned for the second time to the amazing Iberostar playa Pilar resort Jan 7-21. We had previously visited the resort in 2019 for 2 wks. We had a fantastic vacation

We spent most of our time on the beach which always had plenty of beach chairs available and Basil was more than happy to accommodate us. We made it to Pilar beach twice: once taking the path and the other on the ocean shore. 15-20 min walk by path. Little longer by beach. Bring water shoes!!

The beach bar was always waiting with smiling faces from Frank, Yolenia and Maryland and let me tell you they make fantastic drinks! (Havana special and Rum punch were our favs!

The buffet was always offering chicken ,beef ,and pork at both lunch and dinner. There was always lots of cheese and sliced meat options as well. Breakfast was always welcomed with delicious omelettes. There was even lots of real bacon daily ! Hats off to Daria who gave us the best service!!

We visited all the a la carte restaurants; our favourite was the Japanese and our favourite chef there was Anatolli.

Lobby serving staff was very good early in the morning for cappuccinos from Daily and China.

We went to a few shows during our visit and I was really impressed with the talent!

You must stop by the cigar bar and meet Oney! He makes the best drinks and serves up the best wine! I discovered he is also a cigar sommelier!

The real “Pearl “ of this resort are the people who work there!! Everyone we encountered was always smiling! Special thanks to Yenia for her exceptional customer service! I cannot say enough about the way she goes above and beyond to help make her customers happy! [Details]
  • Room
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The strong points
Staff, customer service, Pilar beach
Hotel reply, PR/Marketing, on 2023-04-04
Dear Donna, Thank you very much for having entrusted us once again with the enjoyment of your holiday. It is a privilege for the whole team to have your preference. Kind Regards, Quality Manager Iberostar Playa Pilar

Definitely not 5 star

, Orangeville, ON
2023-01-26
We stayed there for 7 days. Its my 4 th visit in Cuba Its not more than 3 star resort. Food service at snack bar is worst I've seen in cuba. One of the bartenders was literally wiping off the froth of beer glass with his bare hands and the second bartender came and he literally blew the froth away with his mouth, it was disgusting and they were laughing about it.
At snack bar a vegetarian couple asked for fries and the cook there added ham sausages in the same oil in front of them .
Every time My wife get coffee at snack bar or reception bar...they don't have sugar lot of times... unbelievable....
Overall poor management
Extremely poor service....
Rooms : air conditioner panel not operating
Cold water in shower for days . [Details]
  • Room
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The strong points
Beautiful beach. Clean pools
The weak points
Poor service by staff. No care of hygiene.
Sanitary measures
Poor Sanitary measures
Hotel reply, PR/Marketing, on 2023-04-04
Dear Ben, Thank you very much for choosing us to enjoy your holiday and for taking the time to share your valuable comments with us. We have made a systematic work taking them as a reference and we assure you that we will surprise you with positive changes if you decide to visit us again. Kind Regards, Quality Manager Iberostar Playa Pilar

Great Resort !

, Saint John, NB
2023-01-21
We travelled to Iberostar Selection Playa Pilar Jan 7th – 14th 2023. After 25 trips to Cuba this was our 4th time to this beautiful resort and as always it didn't disappoint!!
With beautiful surroundings and genuine people! you cannot go wrong with choosing Playa Pilar to spend your vacation! Very nice accommodations, great ocean views from most rooms, a good selection of food to choose from and of course the weather is much nicer than Eastern Canada at this time of year!
We found the effects of COVID to be minimal during our time here, a couple of supply chain issues like what we have at home but not a deal breaker. With that in mind just come prepared with condiments you like such as ketchup, mustard, relish etc. Maybe pack some tissue, an extra beach towel and you are good to go.
But as beautiful as this resort is it is the wonderful hard-working people there that make it a Gem in Cuba, folks such as Wilber, one of the bartenders at the Snack Bar, always a “Hola” and smile, quick with a special drink and a story. My friend Yadier on the front desk, funny, caring and always helpful to everyone. And of course, Yenia in customer service, she is one of the most caring persons you will have the pleasure of meeting here! A definite asset to the Iberostar Team and they are lucky to have such a person.
We will be back!!
Cheers!!

Dapa81 [Details]
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The strong points
The people
Hotel reply, PR/Marketing, on 2023-04-04
Dear guest, We would like to thank you for your great review of your stay with us. Our day to day efforts are aimed at creating a particularly welcoming atmosphere for our guests in our wonderfully designed hotel, so your words confirming we have suceeded in our intent are really important to us. We will certainly extend your praise to all of our dedicated colleagues because we know we have quite a remarkable team here. We hope to have the pleasure of your company in the not too distant future . Best Regards, Quality Manager Iberostar Playa Pilar

2022 Christmas Vacation

, Leduc, AB
2023-01-15
We travelled here over the Christmas holidays (Dec 17-31). My wife, mother-in-law and myself. I've waited a while to post my review. We arrived at the resort around 3:00 pm after a long day of travel and had to wait for our room (no problem). Got our wristbands, sat in the lobby bar and had a coffee. Once our room was ready, we had the pleasure of riding in the golf cart with Niuvar (Cuban Vin Diesel). He made sure our luggage was looked after, including my MIL's walker. We were in a suite in building 6 – exactly the room that we had booked. We had asked for a second bed to be brought in for my MIL. No problems there. The rooms were set up for 2 (2 towels, beach and bath, etc), however, all you had to do was ask for extras – they were more than happy to provide additional, if they had it. Our maid, Disney, was very detail oriented and always graced us with a towel animal (highlight for my MIL).
Yes, I've read the reviews about no towels, can't exchange the beach towels, etc. Instead of complaining, did you bother to take the time to ask and find out exactly what the issue is/was? The laundry facility is in Moron (1.5 hours away). Electricity, fuel and water are being rationed. In August, there was an explosion at the island's fuel storage facility in Matanzas. To see the magnitude of this event, you can refer to this link https://www.cnn.com/2022/08/09/americas/matanzas-cuba-worst-fire-intl-hnk/index.html
I drove by the explosion site, on my way from Varadero to Havana – so seen it first hand. The line ups at the gas stations, rolling black outs, water being diverted. These resources, or lack of, are not the fault of the resort. They do the best they can with what they have.
Our vacation was what we made it – we loved the boardwalk at the beach, the snorkeling (saw all sorts of sea life, including starfish, sting rays, barracuda's, needle nose fish etc). The 4, sometimes 5 pelicans were a joy to watch, so much so that we named them – George, Henry, Frank, Carl and Dave. There was also a 1-legged seagull that we named Larry. We saw Steve the salamander daily in our room. The lady's (Maryland and ?) and Abel at the beach bar were absolutely fantastic. Maryland always had a smile and greeted me everyday with “Mi Amor”. Andres and Basil at the beach always asked us if we needed loungers. The big issue around the beach was that guests would take up the beach beds and not utilize them for hours – even worse, they would take up a bed at the pool also.
The buffet – you always found something eat. At breakfast, you had 2 egg stations and could have eggs done to your preference. Pastries were exceptional – all made in-house. Fresh bread, assortment of cheeses, meats and fruits. We were always greeted with a “coke” and a smile by Anna and Vanessa – they were our lovely servers at breakfast and lunch. For lunch, you had a choice to eat at the buffet or at the snack bar/beach grill. The service at the snack bar was slow(er) – perhaps an area of improvement. Most days you could get fries (bring your own ketchup), ham/cheese or tuna sandwich, chicken strips, hot dogs and cheese pizza (usually after 1:30). Dinner buffet had similar options – 2 grill stations (one for meat and the other for seafood). Another area of improvement would be for the buffet items to be labelled. As a non-pork eater, I found the labelling of dishes to be hit or miss. Having said this, Leo Silla (Food and Beverage Manager) and his team did a fantastic job every day, including the spread that was put on Christmas Eve. Leo was not afraid to get his hands dirty – always with a broom or mop when needed. You also had a choice of 4 a la cartes for dinner – Japanese, Gourmet, Cuban and Mediterranean. Our faves were the Japanese (x2) and Gourmet (x2). We always finished off the night playing a game of crib and a drink from our fave bartender Oney at the cigar bar or a latte, Spanish coffee brought to us by either Mabe or Chyna. Oney makes the best cheladas and espresso martinis.
We didn't get a chance to meet a lot of the pool entertainment group, however, Michael and his crew (including Babo) did a fantastic job keeping the guests entertained, even during the four days of rainy weather.
And last but not least – Yenia Rodriguez Batista – she goes above and beyond. Handles all complaints and issues with a smile. Her smile is infectious. Extremely polite and has a genuine care for the guests.
Overall, my family and I had a great experience at the Iberostar Playa Pilar. Would we return, yes. Why? For the people and staff at this resort. They work hard. Always have a smile. Go the extra mile (at least that was our experience). Treat them well. Always say please and thank you and you will get that in return! [Details]
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Hotel reply, PR/Marketing, on 2023-04-04
Dear guest, We want you to know that the description of your stay with us at our hotel is very helpful and we thank you for providing your rating. Although your comments show that in most areas we are on the right track with our numerous efforts and our detailed service, we have taken your feedback on board regarding the concerns you raise as we are aware that we can only improve on the basis of constant dialogue with our guests. We will be delighted to welcome you back soon. Best Regards, Quality Manager Iberostar Playa Pilar

Bon séjour

, Lévis, QC
2023-01-08
Séjour globalement agréable et très amélioré par Yenia, une employée formidable, en charge du service client.

Resort en très bon état, propre. Bons restos à la carte et chambres agréables. La piscine est également très bien.
Playa Pilar est à 15-20 minutes de marche.

Le point à améliorer est la disponibilité des chaises à la plage durant les vacances scolaires. Il faut y aller vers 7:00 pour avoir des chaises pour la journée. [Details]
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Hotel reply, PR/Marketing, on 2023-01-12
Cher Mathieu, Nous voulons avant tout profiter de cette occasion pour exprimer notre gratitude pour votre évaluation amicale lors de votre dernier séjour. Nous vous sommes également reconnaissants pour vos commentaires constructifs, et, toujours heureux de recevoir des suggestions sur la façon dont nous pouvons améliorer nos prestations pour intensifier la satisfaction de nos clients chaque fois que possible. Nous espérons avoir l'honneur de répéter cette expérience avec vous très bientôt. Cordialement, Quality Manager Iberostar Selection Playa Pilar

Super vacances

, La Prairie, QC
2023-01-05
Nous avons passé une incroyable semaine à cette hôtel !! Je recommande sans hésiter. Personnel acceuillant avec le sourire, dévouer. Endroit très propre et bien entretenu, malgré la situation de Cuba nous avons manqué de rien, il font beaucoup avec peu. Restaurant à la carte très bon, réserver le japonais délicieux !!! Beau setup de trottoir pour ce rendre à la mer avec escalier qui nous amène directement dans l'océan, bref nous serons de retour sous peu. [Details]
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Fun Trip

, Brantford, ON
2023-01-05
Friendly staff, great snorkeling, clean and quiet spa area. Lots to do off the resort- hike along the beach to Playa Pilar. The small catamaran trip to snorkel off the island was awesome. Kayaks and paddle boats are free. [Details]
  • Room
  • Quality - Price
  • Front desk & Reception
  • Beaches
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  • Food & Restaurants
  • Sanitary measures
The strong points
Lots to do off the resort- hike along the beach to Playa Pilar. The small catamaran trip to snorkel off the island was awesome. Kayaks and paddle boats are free. Ocean view from the room was beautiful.the bread in the buffet was fantastic.
The weak points
Some issues with supply of toilet paper in common bathrooms. Long line ups at the buffet.
Hotel reply, PR/Marketing, on 2023-04-04
Dear Nic, Thank you for sharing your helpful review. We are pleased that you enjoyed your holiday, and we will gladly look into your areas of concern. Please come back again soon. Best Regards, Quality Manager Iberostar Playa Pilar
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