Stayed twice over the new year period - once for 5 nights and then for another night after seeing other parts of Cuba.
Let's start with the positives:
1. The beds are incredibly comfortable - I slept very, very well.
2. Pool on the roof is very nice and the views are interesting
3. Lift is fast and very cool (and very technically advanced for Cuba)
4. Raul the concierge was friendly & helpful and booked us into La Guarida (very nice paladares).
But, there are a number of downsides to consider:
1. Service isn't good enough for a $300 night hotel - we experienced dozens of situations that ranged from slightly annoying to utterly infutriating - too many to list them all.
2. We always had to ask for milk at breakfast - even though there were plenty of staff - not one ever realised that after asking for it once, you may want it again.
3. Food ranged from adequate to the truly awful - again too many examples to list. Breakfast buffet ranged from pretty good to inedible and was different every day.
4. All males employed by the hotel made comments about my girlfriend or looked at her innappropriately - she found them sleazy and I just ignored them as all Cuban blokes seem to think they can walk on water with women.
5. One day no towels at the pool most days towels arrived at noon or much later.
6. One day they dropped the chlorine into the pool at 10am and then casually said 'don't swim for at least an hour' - we had to warn some poor lad who was about to jump in who walked up afterwards so he wouldn't burn his eyes (why wasn't this done at dawn or last thing at night?)
7. The toilet for the restaurant had no toilet paper for the entire stay.
8. After being upgraded to the top floor (the 7th) on our final night - the bath taps broke and water literally exploded everywhere and nearly flooded the bathroom.
9. The showers aren't that great and drain very poorly
10. The rooms weren't cleaned properly - to test this out we used to leave rubbish about the room - they were never moved or picked up.
11. New Years Eve a band for a private party soundchechecked all day at ear-splitting volumes around the pool (even with ear plugs it was a challenge) - having seen many a soundcheck this was easily the most inept one I've ever seen. Most of the people around the pool left in disgust!
The general manager of the Saratoga needs to be trained on how to run a hotel like this - only then do you have a chance of making Cubans customer service orientated - 48 years of communism has made them ill prepared for most of the jobs in this hotel. Most smiled, but to add insult to injury - quite a few were surly AND useless.
Cuba is a unique country in good and bad ways - the Saratoga is also good and bad - mostly bad and certainly unique.


(10 votes)







