Meliá Habana

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.

Very remarkable how some people at the breakfast buffet were very friendly, willing to give theirs best service, make you feel very welcomed. I have few names that stand up with theirs service , Tony, Onis from the buffet Yanitza , Rocio and her assistant from Customer service . Also the waitress at the poll,( don’t remember theirs names ) In general we were impressed with the little they have they try to make your vacation enjoyable. Very grateful to give a chance to Melia Havana .

I gave this hotel three stars because of the service otherwise I would’ve given it a one star. The service was amazing. Hotel employees were very helpful and kind but as for the room, it was horrible. The AC barely worked, and there was hardly any outlets to plug-in devices to charge. After telling the staff that the AC seemed to be broken in our room, they sent a technician in and the technician agreed the AC wasn’t working and that we needed a different room, but we waited about four hours before we even got a different room because the concierge could not change our room and had to wait for management to do it When we finally did get a different room the AC did not work in that room either. It seemed like the AC was out in most of the hotel because the lobby’s AC did not seem to be working either, I felt bad for the employees as they were also affected by the heat and were seen carrying fans with them. As for the other amenities, the pool does look beautiful in pictures but when using it you realize that it’s missing quite a few tiles on the bottom and there is algae growing on the walls of the pool. I’m sure that in its day it was an amazing hotel but now it’s rundown and in need of repairs. I would definitely not recommend this hotel to anyone and will not be going there again.