BelleVue Deauville

Excellent cocktail and very economical great professionals

Excellent place to share with family and friends, even to go alone to admire the beautiful view of Havana well up close, both from its pool, and from the hotel lobby you can appreciate the Havana seawall, if it is to see the most special sunset even!!! The greatest achievement is taken by the hotel staff, overflowing with cheerful and contagious cubania, especially the girl in the folder!! the true expression of the beautiful and very attentive Cuban mulatto woman!!, excellent service, more than in a hotel we feel at home!!

I post and write in order to officially bring to your attention the many problems encountered during my one week stay at your establishment in Havana. First of all, I would like to point out that I am a regular traveler, used to hotels of different categories around the world. It is therefore with an objective and comparative view that I wish to share my experience, which has proved very disappointing overall. From the moment I arrived, I noticed a great disparity between the renovated rooms and those that are not. This situation was not clearly explained to me at the time of booking. I had to change rooms three times due to problems of comfort and general condition, before finally being placed in a so-called “superior deluxe” room. The latter was charged at a rate almost double that of my original reservation, which was presented to me as the only solution to enjoy an acceptable level of comfort. The most unfortunate aspect of my stay however concerns the reception and management at the reception. The behaviour of some staff members surprised me deeply with their lack of professionalism. In particular, Carlos, whom I found aggressive in his exchanges, as well as manager Raoul, whose attitude and decisions made several situations unnecessarily conflictual. On several occasions, different amounts have been announced to me for the same services, without any clear explanation or transparent justification. In addition, friends who came to visit me were denied access to the pool and common areas. This policy seemed excessive to me, especially compared to the 4 and 5 star hotels located nearby, where it is usually possible to access rooftops and swimming pools by presenting a map or consuming on site. Nevertheless, I would like to highlight the few positive points of my stay. The view of the Malecón is undeniably pleasant and is a real asset for your establishment. In addition, the housekeeping service, especially Deriz, deserves special mention for the exceptional quality of its work. The cleanliness of the rooms was impeccable, which is remarkable and deserves credit. On the other hand, the lobby, which represents the first impression for any client, seemed disorganized and unwelcoming to me, both visually and in the attitude of the staff. The lack of a sense of customer service at the management level made me feel that customer concerns were not being taken into account. I am writing to you in the hope that these remarks will be taken seriously and can contribute to a real improvement in the quality of service and management of your establishment. A hotel with such an interesting location and such an appreciable view deserves, in my opinion, a much higher level of hospitality and professionalism. I remain at your disposal for any further clarification and I sincerely hope that my feedback can be useful.