Hotel Policy

Our desire is for you to experience the very best of Havana, our accommodations, bar and other services. To assist us in delivering you that experience we have developed the following policies and guidelines which we respectfully request that you adhere to before, during and after your stay.

Arrival and Departures

  • Check-in time is from 15:00
  • Check-out time is prior to 12:00  

Early check-in or late check-out is only available when there are no guests checking in on the booked room and rates are available on request. Although our team members are available 24 hours a day, we would appreciate your advising us if you expect to arrive after 18:00 pm.

Children and Infants sharing a room with their parents or guardians may do so using existing beds and linen and not exceeding the maximum occupancy for the given room type.

Cancellation Policy
To receive a full refund, guests must cancel at least 15 days before check-in. Guests can also get a full refund within 24 hours of booking if the cancellation occurs at least 10 days before check-in. If guests cancel between 15 and 30 days before check-in, guests will be paid 100% for all nights. If guests cancel less than 15 days before the check-in date, guests will pay 100% for all nights.

Should you fail to arrive on the scheduled day of your reservation, your room will be held until the following day in case you have been unforeseeably delayed and are unable to contact us. Should you not arrive the next day your reservation will be cancelled and the total accommodation charge which will be applied to your credit card.

After check-in, should you shorten your stay, full payment will be forfeited.

Rates and Minimum Length of Stay Requirements
Our rates vary by room type, availability, day of the week and season; weekends are always in high demand. During periods of high demand or major events and for certain packages we may apply a requirement for a Minimum length of stay. You will be advised of this at the time of your reservation.

Gratuities and Service Charges
Tips and gratuities to our team members are at our guest’s discretion and we do not apply any compulsory service charges.

We do not permit smoking within our guest rooms. There is an outdoor area on the property where smoking is permitted. A sanitization fee of one additional night’s accommodation or package fee may be charged where smoking occurs within a guest room.

Small Pets and Animals
No pets and animals are allowed within our guest rooms

Additional Guests
Unless otherwise specified all accommodation and packages rates quoted are based on the booked occupancy. Please contact our Reservations Team regarding rates to bring additional guests during your stay.

Disputes and Claims
Any controversy, dispute or claim arising out of or in connection with these hotel policies shall come under the jurisdiction of Cuba.

Changes to Hotel Policies
These Hotel Policies are subject to change without notice – latest update January 2018