Staff attitude is the main issue at this hotel, if you are paying 5* prices you expect 5* service and sadly a small proportion of the staff ranging from the front desk to working in the restaurants see you as more of an inconvenience than a paying customer.
Jun 18, 2022
Excellent location, easy to walk to main attractions, right by Havana Vieja, very good breakfast, sympathy of staff, nice rooftop and swimming pool, very nice rooms, cleanliness, variety of food at meals,
Do not stay here!
Jun 14, 2022
When we arrived at the hotel for our two day trip in Havana, we had to wait a long time before we were even acknowledged at the reception desk. We were eventually welcomed and were asked to fill in forms on our arrival and being slightly early to check in, we arranged to leave our bags and check in after two hours.
On our return to the hotel after a walk around we had to wait yet again to be acknowledged by the what seemed like very unorganised reception staff. They obviously do not communicate with one another or have an efficient filing system as after 10 minutes of looking for forms we had previously filled in, we were asked to do it again, only for the gentleman who welcomed us the first time to appear with our room cards all ready.
The room which was immaculately clean, spacious and provided fantastic views of the Capitol building. However there were no complimentary bottles of water provided in the mini fridge which is a bit disappointing for a five star hotel.
We decided to have dinner in one of the two restaurants on our first night which looked promising with a varied menu. It was very quiet with only three tables (including ourselves) dining, but the staff seemed to be floating around doing nothing rather than checking if you wanted another drink/more water. When it came to ordering I was told my option was not available, so I opted for another, which was also unavailable. I then decided on a pasta dish which was rather basic for what looked to be a fancy 5 star restaurant. The bill also seemed a bit ridiculous for what we had, coming in at nearly $100 for two mediocre starters, two alcoholic drinks and two very average main courses.
If items are not available on the menu the staff should be informing the customers when they arrive to avoid disappointment at the ordering stage.
Another problem we had whilst staying here was the terribly slow service from the bar staff in the main area. We waited more than 15 minutes for a drink only to be blatantly ignored so we ended up walking down the street to another bar where we got served immediately.
On the second night my partner asked the barman Jon if we could buy some big bottles of water to which he said bluntly "we don't have any" then looked away. My partner then asked if they had any small bottles, and again Jon replied "we don't have any". Finally he asked if we could at least get some glasses of water and he had to wait 10 minutes to receive these.
Lastly, the people who stand outside the door heckling you to exchange your currency with them gets pretty annoying after the 10th time. The should be moved on as these people don't seem to hang around any of the surrounding hotels doing this.
Overall I would not recommend staying here when coming to Havana.
(Chester, United Kingdom)
Jun 12, 2022
Great hotel with central location. Great food and the service was excellent. Rooms cleaned daily and the reception were great at helping with any queries. Would definitely recommend. Also the pool bar was good. Only downside was the gym was closed for a few days
Awful hotel !!
(London, United Kingdom)
Jun 12, 2022
We arrived around 10pm tired after a long journey from UK
We went to our room and our first impression was that smelt clean and was very roomy.
We went down to get a drink and some food, we ordered a 2 x Cuban sandwich, and had 4 beers and 4 glasses of wine. The sandwich was acceptable but the fries were disgusting (overcooked in stale oil) and inedible. We were brought the bill it was $97.50, I was told I had to pay by credit card - It's a complete rip off !!!
After a good nights sleep we woke to see the room in daylight, we were not impressed. The glass on the balcony door needs replacing, there are marks on the tired furniture the electrical socket is falling apart and dangerous, the floor is very tired and worn, the shower is old, falling apart, leaks and goes off whilst in use and there are many cracked tiles on the floor. There is no complimentary tea/coffee facilities, no mini bar and no complimentary water. The TV reception is very poor.
The breakfast buffet was reasonable but the coffee is awful.
We cannot recommend this hotel !!