Gran Hotel Manzana Kempinski La Habana

The hotel’s location and pleasant pool view were the only positives. Rather ironically, the manager had nothing to do with either of them. This stay at the Kempinski Havana was disappointing and damaging to the Kempinski brand. We missed the airport transfer we had booked. When we arrived, our room had a strong damp smell. The other rooms offered after we asked to move had the same problem, and the whole floor seemed affected. It made the stay uncomfortable, and there was no hot water in the shower. Behind the luxury image, the service, especially from management, was far below what we expect from a hotel in this category.

The rooftop views are great, but the breakfast was just okay and the food there wasn't good. The bottled water they sell also isn't clean, according to a friend who tested bottled waters in Cuba with a water quality machine. I'd suggest buying water made in Portugal or Spain. For the price, I'd look elsewhere. The Kempinski name made the experience more disappointing, and the service wasn't close to what you'd expect from a five-star hotel. A few older staff members were nice, but generally people weren't friendly. I've heard this is their last year operating here because the 10-year contract with the Cuban government expires and things haven't worked out. I can see why. We stayed at other hotels before this one, and I'd recommend either the Prado or Melia Cohiba instead. Just keep in mind Cuba has limits with things like power and logistics.

We were guests for 10 nights, so there was plenty of time for the hotel to show consistent care. Instead, the lack of basic hospitality made us feel unwelcome throughout. We had trusted the Kempinski name from stays at other properties and expected warmth and professionalism. This was one of our most disappointing hotel experiences, and some moments were shocking. The worst was when my colleague became very ill with a fever and I also felt terrible. We ordered room service, and I politely explained that I'd pay once I felt well enough to go downstairs. Even so, they called twice and knocked once more to demand payment. At a time when some basic empathy would have mattered, there was none. Earlier, at breakfast, staff repeatedly asked when we'd pay while we were trying to eat. It felt intrusive and disrespectful, as though we were being judged rather than treated as guests. After 16 exhausting hours of travel, we were asked for payment as soon as we entered, with no warm welcome. We explained our Swiss banks had temporarily blocked the transaction for security reasons, but instead of understanding, we got a disrespectful comment telling us to “speak to our parents.” It was humiliating. The hotel's internet and payment systems barely worked, adding stress at every turn. Service around the pool was poor too. Staff stood by the bar chatting to each other and barely acknowledged us, with no eye contact or offer of service. At the spa, a masseur tried to secretly sell us cigars from the street, which felt unbelievable at a hotel carrying the Kempinski name. Basic requests were a struggle. We waited 20 minutes for a sandwich, then were told it wasn't available and offered a burger instead, with no apology. Twice during our stay, a loud alarm suddenly rang through the hotel. Nobody explained it or guided guests. For people unfamiliar with the local environment, it was frightening, and in a real emergency that lack of communication could put lives at risk. It felt irresponsible and deeply unprofessional. I also left my sunglasses in a taxi. When they were returned to the hotel, I contacted them several times and offered to pay for shipping, but was ultimately told they couldn't send them back. There was no effort or care. A hotel with the Kempinski name should meet a much higher standard.

The rooftop pool and bar are the best parts, with amazing views, and it's a great spot for a cigar and cocktail. The cigar lounge is another favorite of mine, with a good selection. Melissa was great! The hotel is in a great spot right by central park. Rooms are spacious with high ceilings, and the shower is roomy with a very large shower head. The rooms could use some TLC. The reception area is small and below average for a five-star hotel, without the bar lounge or waiting space you see in other places.