Gran Hotel Manzana Kempinski La Habana

My stay at the Manzana Kempinski Hotel was truly impressive. Although there were some issues with the electricity during my visit and the property is not exactly like other Kempinski hotels I’ve stayed at, I can honestly say the experience was absolutely worth it because of the outstanding staff.||From the moment I checked in, the receptionists and concierges offered exceptional service—friendly, professional, and always willing to help. It was my first time in Cuba, and I arrived with many questions about the places I wanted to visit. Thanks to their guidance, patience, and detailed information, I felt supported throughout my stay.||I had a few minor inconveniences, but every time I contacted the front desk, they responded quickly with effective solutions. This level of service truly made my experience spectacular.||I would definitely return to Cuba, and I would choose the Manzana Kempinski again without hesitation—just to receive the same warm, attentive, and caring treatment I experienced from the moment I stepped out of the taxi until the day I checked out.

We understand that things can be challenging in Cuba right now, but the hotel simply didn’t provide the level of service you’d expect. We had requested an airport transfer when we booked, but no taxi ever showed up on the day. When we finally arrived, our room had a strong humid smell. We asked to change rooms, but every room we were shown had the same issue. It seemed like the entire floor had a persistent damp odour, which made the stay pretty uncomfortable. Housekeeping also told us they couldn’t change our bed sheets because there was “no bedding available,” even though the hotel was practically empty. On top of that, the showers didn’t have any hot water. For a hotel that presents itself as “luxury,” the service—especially from management—was far below what you’d expect. The only real positives were the location and the nice pool view… which, ironically, are the only things the manager has nothing to do with. Overall, a disappointing experience that definitely doesn’t live up to what you’d expect from a hotel of this standard.

Location is great, right by central park. Reception area is below average for a 5 stars. Small and has nothing compared to other 5 stars hotels where you could have a bar lounge and waiting area. The rooms are spacious with high ceilings. Shower is spacious and amazing with a super large shower head. Rooms need some TLC. The rooftop pool and bar are the highlight of the hotel. Amazing views!! Great for a cigar and cocktail. Cigar lounge is my second favorite thing about the hotel. Good selection of cigars. Melissa was great!!

Disappointing stay at the Kempinski Havana. Missed the transfert service booked from airport to Hotel. From the moment we arrived, a strong smell of humidity filled the room, not just ours, but also the other rooms we were offered after asking to change. In fact, the entire floor seemed affected, with a persistent damp odour that made the stay uncomfortable. There was no hot water in the shower either. Behind the façade of luxury, the service and particularly the management were far from the standards we can expect from a hotel of this category. The only positive aspect was the hotel’s location and its pleasant view over the swimming pool, though, rather ironically, those are precisely the few things the manager has nothing to do with. Damaging to the reputation of the Kempinski brand.

For the price I would look elsewhere but for the Kempinski name it’s very disappointing. I’ve heard this is their last year operating here (10 year contract expires with the Cuban gov) because it’s not working out and I can see why. The breakfast is ehhh, the views are yay on the rooftop but the food is not good. The water they sell is not clean (a friend has tested all the bottled waters in Cuba with a water quality machine) I would recommend buying bottled water produced in Portugal or Spain. The service is not even close to the level of a 5 star hotel like it should be a few of the older staff members working there were nice but generally speaking not friendly. They have other 5 star hotels I would recommend over here either the Prado or Melia Cohiba (we know because we stayed in others before here) but just remember Cuba is limited in many capacities like power, logistics etc

I would like to express my sincere appreciation for the concierge Dani who went above and beyond during my stay in Cuba.||Excellent work not only enhanced my experience but also left a lasting impression of genuine hospitality. So if you need anything know that Dani will fix it for you||||Hotel have one of the most beautiful views of the city with great selection of drinks!!!||||Kempinski is definitely my fave place to stay when in Havana.

Surely a nice hotel, but not really up to standards of other Kempinskis.|Room was nice, though some private boutique hotels elsewhere in Cuba were far nicer.|Rooftop pool is cool, though staff seems a bit untrained and is really slow.|Reception staff was particularly unfriendly. Amazing in a country with otherwise most kind and friendly people.

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.