Hotel Kempinski a L＇Avana

Eccellente hotel nel cuore dell’ Havana vieja. Molto costoso. Ampi spazi, corridoi decorati in maniera raffinata e con opere d’arte. Ottima pulizia, buon cibo, ottima spa. Bellissima la terrazza con piscina. Detto ciò, ci sono dei lati negativi: estremo attaccamento al denaro da parte degli operatori dell’hotel. Quasi non ti fanno consumare se non prima di chiede in maniera spudorata e senza tatto se hai un conto aperto o un deposito. Più di una volta sono andati in allarme perché il mio deposito a garanzia era esaurito. Un ospite che sceglie un hotel a 600 euro a notte non credo che vada trattato come un pezzente. Ho chiesto di posticipare il checkout di qualche ora poiché avevo l’aereo alle ore 21 e mi hanno chiesto 170 dollari per un paio d’ore. Il personale addetto alle camere o di servizio al piano saluta i clienti solo a risposta!! Il servizio di sicurezza è abbastanza invadente e poco rispettoso (hanno fermato per verifica diverse volte il mio compagno di viaggio e di stanza solo perché era cubano). In conclusione: ottimo hotel ma con scarsa delicatezza nei confronti dei clienti specialmente nei pagamenti. Voglio dire che può capitare di depositare dei soldi a garanzia e che questi finiscano…beh? Si scende in hall e si rinnova il deposito senza che il personale si allarmi più di tanto. Ripeto; chi paga 3.000 euro per 5 notti non va trattato come un pezzente!

I stayed in Room 351 of Gran Hotel ManzanaKempinski La Habana from August 12th to August 14th, and now I am complaining about the poor service of the hotel restaurant staff, guest service manager andsecurity during my staying! 1. At around 22:00 on the evening of August13, after finishing the meal in hotel restaurant, the cashier refused to acceptcash payment, and the attitude was very unfriendly. I asked why, and therestaurant staff didn't give any explanation, and said very unfriendly thatthey don't accept cash. Why did you accept cash in the first day, but didn't accept cash payment in the hotelrestaurant on the second day? Why do the same hotel have different management rules andstandards? And didn't told me in advance. The restaurant service is so poor, is it because the meal timedelays the employees from getting off work normally? Or are there other reasonsthat lead to employees not having a sense of service? If cash service is notaccepted, why wasn't I informed before I entered the restaurant? May I ask themanager of hotel restaurant, has there been any training for the restaurantstaff? 2. Complain that the guest service manageron duty of the hotel has a poor service attitude and cannot provide areasonable explanation to solve the complaints to your in house guests. Theattitude is very bad and intensifies the conflict between the staying guestsand the hotel. Does not reflect the duties of the Guest Services Manager on duty.No explanation as to why the hotel only accepts credit cards and not cash.Threatened to call the police. The point is that I didn't refuse to pay afterthe meal, but wanted to pay the bill with the cash. Why did she want to callthe police? This is threatening the hotel guests! 3. Complain about the poor attitude of thesecurity guard on duty and lack of awareness of service. It is like theunderworld threatening the guests staying in the hotel. 4. Complain about the service of the hotel.We are two ladies and took a baby who was only one year old. All of those staffof the hotel did not have the concept of customer-oriented and the most basicmorality of caring for minors, and deliberately made things difficult In-houseguests who spend at the hotel restaurant. The restaurant staff, guest servicemanager and security in the hotel are not worthy of working in a five-starhotel like Kempinski, which brought me a very unpleasant stay and experienceduring my stay in this hotel. I want to emphasize the background of thiscomplaint again. At around 22:00 on August 13, 2023, after themeal in the hotel restaurant, I wanted to settle the bill in cash, but therestaurant service staff refused my request to settle the meal in cash, whichled to this unpleasant incident. Hope Gran Hotel Manzana Kempinski La Habanacan explain and apologize in writing to us two ladies and a baby who is onlyone year old.