Melia Habana

Lovely people and customer service that was easy to deal with. The rooms were clean, and breakfast was good 👌🏼 Best hotel in Havanna!

The rooms were clean and well maintained, and the concierge team gave us tour suggestions we thoroughly enjoyed. I also recommend the "the level" service for extra comfort. Most of the staff were kind and hospitable, and we'll consider staying again when we return to Cuba. The main problem started with a room allocation error. My mother and I were given each other's rooms, even though I'd requested a high floor for my son's sensory needs and a lower floor for my mother, who fears lifts and has trouble with stairs. Lissandra at reception handled it without much professionalism or empathy. She was dismissive, made judgemental expressions, and kept saying we should stay near each other as a family, despite our clearly explained needs. The delay upset my son and he became agitated. I'd booked a more expensive stay to celebrate my birthday, including a room with a courtesy gift. Still, Lissandra suggested we weren't entitled to "the level" service, which we needed for things like a late checkout. Her response made me think the staff need more training to support neurodivergent guests. We also had trouble at the Japanese restaurant. When we raised food allergy concerns, the manager seemed impatient and dismissive. Once, I couldn't even explain how serious our dietary restrictions were, and the manager showed little interest in accommodating us. Reinier and Magdalina, like many other staff, were attentive and supportive. The breakfast buffet team also took our restrictions seriously. Anilaidy's cheerful kindness brightened our mornings.

The pool area was clean and nice, and the bartenders there were the best. Evenings were lovely, with live music and good restaurants. The hotel's customer service was phenomenal, and they had whatever you needed and more. One of the best hotels I've ever stayed in!

The employees were kind and incredibly helpful, which is why I gave the hotel three stars. The room was horrible. Its AC barely worked and there were hardly any outlets for charging devices. A technician agreed the AC was broken and said we needed another room, but we waited about four hours because the concierge couldn't change rooms and had to wait for management. The replacement room's AC failed too. It seemed like much of the hotel had no working AC, including the lobby. I felt bad for the employees in the heat, carrying fans around. The pool looks beautiful in photos, but quite a few tiles are missing from the bottom and algae is growing on the walls. The hotel must have been amazing in its day, but now it's rundown and needs repairs. Without the service, I would have given it one star. I wouldn't recommend it or stay there again.