Pullman Cayo Coco

Trip.com books through a third party. I had a real problem with my booking once I tried to check in. I prepaid on line, but on check out day they wouldn’t let me leave until I paid again.

We stayed here with three rooms and, unfortunately, had a very bad experience overall. The only redeeming thing about this hotel is the beach, which is lovely. Other than that, nothing worked, and the service was extremely poor. One of our rooms had a broken AC that was never fixed. Coffee makers didn't work. We also had major toilet issues that took 5 days to resolve, even after telling the staff over and over. The in-room telephone line didn't work either, which I repeatedly told them was a safety issue (not just a convenience thing, since there’s also no Wi-Fi in the rooms to use as backup). Even after the manager promised it would be fixed, it was still broken on the last day. That shows there’s no integrity or follow-through. Worse yet, housekeeping staff stole items from our room. Future travellers, please be careful and hide your belongings! Service was hit or miss. Some guest services staff were helpful, but others showed an attitude when we asked for assistance. Be prepared to keep complaining about issues or they simply won’t help you at all. It’s really a shame because the natural surroundings and landscaping are beautiful. But the hotel itself is in terrible shape with so many problems that are just ignored. Definitely not worth a 5-star rating in its current condition. Bottom line: Great beach but the hotel is awful. If you decide to come here, be prepared for lots of frustration and to keep fighting for basic things to work.

Just returned from a memorable stay at this resort and couldn't be more pleased. From start to finish, the service, cleanliness, and comfort exceeded expectations. The staff were incredibly friendly and helpful, consistently going above and beyond to ensure a comfortable and enjoyable experience. Our room was spotless and well-maintained, which made it easy to relax and fully enjoy our stay. Excellent food choices and places to eat. We had a fantastic time and would highly recommend this resort to anyone looking for a comfortable and convenient getaway. Special thanks to those who made our stay even more memorable: Wilber at the Bar Playa, Luisa at the a la carte restaurant, Kiki and his delicious paella, Danny at the Level snack bar.