Jamile S
Google
While my family and I greatly appreciated the hotel’s facilities, atmosphere, and the overall kindness of most staff members, there were a few areas of concern that impacted our experience.
At reception, we had an unfortunate interaction with a staff member named Lissandra. Due to a room allocation error, my mother and I were assigned each other’s rooms, despite my specific request for a high-floor room to accommodate my son’s sensory needs and a lower floor for my mother due to her fear of lifts and difficulty with stairs. Lissandra did not appear to handle the situation with professionalism or empathy. Her dismissive manner and judgemental expressions were unhelpful, and she insisted on suggesting that we should stay close as a family, despite the clearly explained individual needs. This lack of understanding caused significant distress to my son, who began to get agitated due to the delay in resolving the issue.
I had chosen this stay to celebrate my birthday and had a more expensive booking, which included a room arranged with a courtesy gift. Despite this, Lissandra implied that we were not entitled to the special “the level” service, which we in fact needed for a late checkout, for example. Her approach suggested a lack of training in supporting neurodivergent guests.
Similarly, the manager at the Japanese restaurant appeared impatient and dismissive when we raised concerns about food allergies. On one occasion, I was not given the opportunity to explain the seriousness of our dietary restrictions, and the manager showed little willingness to accommodate our needs—unlike many other staff who were exceptionally attentive and supportive like Reinier and Magdalina.
On a positive note, the breakfast buffet staff were consistently mindful of our food restrictions and eager to assist. Anilaidy was especially warm and kind, brightening our mornings with her cheerful attitude. Rossmary and Neilys also provided outstanding service, with Neilys organising a thoughtful birthday surprise that meant a lot to me.
The gentlemen at the concierge desk were always helpful, offering excellent tour suggestions that we thoroughly enjoyed. The rooms were clean and well-maintained, and I highly recommend "the level" service for added comfort.
Despite the issues noted, we truly appreciated the hospitality of most of the team and will certainly consider staying at the hotel again on a future visit to Cuba.
