“not what I'd expect from a Melia hotel, even in Cuba ”
We were very disappointed by our stay in this Melia Hotel. The service was poor, and the woman at the concierge desk was very rude and refused to help us with anything. For example, we asked her to help us to check our flights as domestic flight times often change last minute in cuba and she refused. She would not give us advice about getting around the city either. There was no toilet paper in any the toilets by the pool for most of our stay, which we would not expect from even a 3 star hotel. The coffee machine in the room has no spoons, coffee or milk, you have to pay for coffee...I had my own teabags with me, and when I asked reception for a drop of milk they made me pay for it, and still did not bring any spoons. They did not clean the cups during our whole 4 day stay, just gave them a quick rinse leaving tea stains inside. The food at the italian restaurant and room service was really terrible, I could get better food for 2 dollars outside the hotel. On a plus side, the bar at the top of the hotel was beautiful with stunning views over the whole of santiago. Although 5 star hotels in cuba do not usually meet the service and food expectations of other 5 star hotels worldwide, if I compare it to the Parque Central Hotel in Havana the service and food were well below par.

“Disappointing for a Melia hotel ”
One of the reviews here is headed "Not what I expect from a Melia hotel, even in Cuba" and I think that is fair. We stayed two nights, and changed rooms after one, and to a degree this is a review of two halves. Our room the first night was one the 2nd floor. It looked shabby, with tired-looking linen and towels, several lights not working, and several electric sockets hanging off the wall. More serious though was the noise below. A group (of guests, presumably) was gathered outside the main entrance just below - and the noise just went on and on until gone 3 am. The next morning, assisted by our local guide, we complained about the noise and asked to be moved. No apology was offered for what had happened, and reception was non-committal about being able to move us. Not surprisingly, when we returned later in the afternoon, nothing had been done. Our guide escalated the matter, and another room was found for us, this time on the 10th floor (but they said they still could not guarantee that it would be quieter!). In fact the 10th floor room was not only perfectly quiet, but almost as if it were in a different hotel. The décor and everything about it was smarter, and all the electrics worked. When I took the trouble to mention to Reception that we liked the new room much more, they became smiling and friendly for the rest of our stay! Breakfasts were a large scale buffet, even then there was less choice on offer in terms of even basic items like fresh fruit, breads etc. than you might expect at a Melia. The hotel is much used by large touring groups, and I must admit they all seemed happy enough, but for me this is not overall up to Melia standards, particularly in terms of upkeep, smartness and attention to routine maintenance matters. Most of the staff try their best, but don't seem very happy about their job. Some attention required from head office?

“happy for what it is - don't change ”
The hotel is what it is - clean, safe, totally motel8ish, if you will - the people and staff are fantastic have been staying there for the past four , now five years - enjoyed every one of those weeks. The staff is ALWAYS helpful, just love going there John

“international hotel without charm ”
This huge building has no charm at all and we were surprised to see that the overall cleanses was not the priority especially in our room.... It was completely forgiven one day (rapidly done when mentioned to the reception) but not at it best. Very nice breakfast included..

“Losing its fine reputation .... July 21-28,2014 ”
Stayed at this hotel several times, always pleased. My last visit July 21-28, 2014 was disappointing. The general exterior appearance is looking run-down in need of paint, except where two sides were painted as Cuba' and China's president were on a day visit (which caused the guests much inconvenience). The glass roof over the lobby still was leaking in rain storms as it has for years. My main concern was the state of the rooms, room 1004 for 2 nights, where the closet doors and the mini fridge doors were falling apart and walls needed to be cleaned and painted. And room 1015 where the walls also needed to be cleaned and painted. The mattress, as I soon unfortunately discovered had a rusty piece of spring wire sticking out for about 5cm, near the pillow area. I noticed when it came in contact with my shoulder. Luckily, it did not poke my eye!!! I requested senior staff to come to look at it. Two staff came and took notes.There were other concerns in other areas. I sent a letter and photos to Sr. Gabriel Escarrer, Presidente Melia International Hotels on July 30 upon my return to Canada. As there is no reply, I am stating my concerns here and hope they will receive attention.

“Mostly very good”
Modern Western style, 15 storey, hotel. Staff mostly friendly. Used by tour groups. Keep clear of Reception when tour groups check in or out.Three lifts also very busy at this time, especially for those departing when getting a lift down can be very difficult when full with people and their cases - allow at least ten minutes. (Tip - at busy times press for a lift in the opposite direction of busy travel, then go in the direction you want - at least you will be in the lift!) Buffet style breakfast and evening meal; wide choice although nothing outstanding. Also very busy at breakfast time from about 0715 till 0830. WiFi available in the lobby at a charge. We had spacious and well-fitted bedrooms (110v US style supplies). Bidets in the bathrooms. Three swimming pools outdoors plus other facilities - gym, sauna, health spa, tennis, etc. Small shopping plaza on site including change bureau open until the evening. Bars on the ground and top floor, additional Italian restaurant "outdoors" on ground floor. Need to verify credit or debit card to charge drinks etc to room number.

“Good ”
We stayed for one night as part of an excursion with a trip we booked with Thomson. It was a nice, clean and quiet hotel and wax in a decent location. The good was good and we really liked the bar that was on the top floor. We got to sit outside on the terrace and took some great photos. I've recommended this trip to a friend who stayed at the same place not long after we stayed and she agreed with me about the hotel and was really pleased.

Excelent food
The Meliá Santiago de Cuba Hotel is located in the center of the city of the same name, which is considered the most Caribbean city in the country and is famous for its people's hospitability. The hotel has a privileged location, just seven kilometers away from Antonio Maceo International Airport and barely 1,000 meters from the Heredia Convention Center. According to experts, it is an excellent place for congress and incentive tourism, weddings and honeymoons, where guests are in direct contact with the busiest streets of the city, the second largest metropolis in the country, as well as its culture, traditions and history.