Andi S.
Google
My colleague and I were genuinely excited to stay at the Gran Manzana Kempinski Havana. We’ve trusted the Kempinski name for years and expected the same warmth, professionalism, and care we’ve experienced in other properties. We were staying for 10 nights, giving the hotel more than enough time to show consistency and quality. Sadly, what awaited us was far from what we hoped for, and at times even shocking.
After a grueling sixteen hours of travel, the last thing we expected was to be greeted with a demand for payment the moment we stepped through the door. Instead of a warm “welcome to Cuba,” we were treated with suspicion and impatience. When we explained that our Swiss banks had temporarily blocked the transaction for security reasons, we were met not with understanding, but with a disrespectful remark telling us to “speak to our parents.” It was humiliating, and absolutely not the way guests—of any age—should be treated.
Even worse, the hotel’s internet and payment systems barely worked, causing stress at every step.
At breakfast the following morning, while we were simply trying to enjoy a meal, staff approached us multiple times to ask when we would pay. It felt intrusive, uncomfortable, and incredibly disrespectful. Instead of treating us like valued guests, we felt judged the entire time.
Around the pool, staff barely acknowledged us. Several of them stood by the bar chatting among themselves, refusing to make eye contact, let alone offer service. In the spa, a masseur even tried to secretly sell us cigars from the street. It was unbelievable for a hotel carrying the Kempinski name.
The worst moment came when my colleague was very sick with fever and I myself felt terrible. We ordered room service, and I explained politely that I would pay once I felt well enough to walk downstairs. Despite this, we received two phone calls and another knock at the door demanding payment. In a moment where any basic human empathy would have made a difference, we received none.
Basic operations were also a struggle. After waiting twenty minutes for a sandwich, we were told it wasn’t available and were offered a burger instead—without apology.
Then came something truly unsettling: twice during our stay, a loud, sudden alarm rang throughout the entire hotel. No announcement, no staff guidance, no explanation whatsoever. For guests who don’t know the local environment, such an alarm can cause real fear. In a genuine emergency, this lack of communication could put lives at risk. It felt irresponsible and deeply unprofessional.
To finish things off, when my sunglasses—left in a taxi—were returned to the hotel, I reached out several times offering to pay for shipping. I was ultimately told they could not send them back. Once again, zero effort, zero service, zero care.
Overall, it was one of the most disappointing hotel experiences we have ever had. The lack of kindness, professionalism, and basic hospitality made us feel unwelcome from start to finish. A hotel that carries the Kempinski name should hold itself to a far higher standard.