Collection O Havana Airport Hotel

The room was falling apart and filthy, and there was a foul smell everywhere. The old AC took ages to cool it down, and I couldn't get a hot shower in the morning. Easily the worst hotel experience I've had. Avoid it.

We were left looking for somewhere else to sleep at 3 AM, with two exhausted young kids in tow. We'd told them the day before that we planned to arrive at dawn and were happy to pay for early check-in. Even with our booking confirmation, staff said they knew nothing about our reservation or request. They didn't check for rooms or seem concerned about the tired children, and simply refused to help. The trip had already been made harder by the wrong address pin in the booking confirmation, which sent us to a completely different area and delayed us late at night. I know early check-in isn't guaranteed, but the poor communication and lack of care for our situation were deeply disappointing. I wouldn't recommend this hotel to families or anyone arriving outside standard hours. I hope management sorts this out so other guests aren't put through the same thing.

The website's location pin was misleading. The actual place is about 10 minutes away, which is the last thing you need to discover at 4 AM with seniors and kids. We arrived around then expecting an early check-in, and the hotel wasn't even fully booked. The receptionist had been sleeping and snoring. When he woke up, he was rude and dismissive, making faces instead of trying to help. We said we'd cancel, and he just said “yes” before going back to sleep. No help or apology. We felt like we didn't matter at all. Absolute nightmare, stay away.

At 11pm, I was told my booking had been cancelled because they hadn't received the rest of the payment by 10pm. I had booked online, paid a deposit, and was supposed to pay the balance on arrival. When I asked to book a night anyway, they said they were full. It looked to me like they'd cancelled because they were overbooked, especially since Hostelworld still showed my booking as active. A horrible place to stay if they can suddenly cancel on you.