Helen

Excellent Customer Service.
My greenhouse was damaged in a storm and I was helped through ordering the correct parts. 1 piece was the wrong size (not anyone's fault really) and they sent it out next day delivery.
Responses to emails excellent and clear.
I wish every company's customer service was as good as this, the world would be a happier place!

Captivating Cuba were excellent throughout the organisation and changes we made to our holiday. The onsite reps were also excellent and the transfers were on time and efficient.

However, the hotel we stayed in Cayo Guillermo (Melia) was less than excellent (and I hope Captivating Cuba cross this one off their list quickly). There were cockroaches in the main restaurant which some of the staff were far too blase about and a lack of working toilets in the common areas, as well as a lack of toilet seats. We met plenty of people who return to the hotel year after year and even they commented on its deterioation this year. Our rep offered to move us to another hotel, but we were already fed up with packing and unpacking so decided to take up the offer of eating in the A la carte restaurants instead - in hindsight we should have moved. The 24 hour restaurant and bar was only 24 hour if the staff could be bothered, otherwise they told you the coffee machine was broken and to come back later (they just turned off if they didn't want to serve!).

The best place to eat was the beach bar - so we went there a lot. The resort itself could be wonderful, but there seems to be lack of resources for them to manage or fix anything. Most of the staff are trying so hard, but spoilt by a few and red tape I guess. The beach and sea are amazing.

We went to Havana for 1 night and then Cayo Guillermo for 10 followed by 3 nights back in Havana in a Casa. The casa was lovely, clean and the family were very welcoming

I had been to Cuba before around 15 years ago and unfortunately Havana seems to have got worse. There were piles of stinking rubbish around every corner, which contained human and food waste. The toilets in every restaurant and bar don't flush, are water logged, no toilet seats and no where to wash your hands - and you have to pay for for toilet paper! It was unpleasant and off-putting. If you find somewhere with a decent toilet its wonderful feeling but rare - even the airports are awful. All this takes away from the beauty of the buildings and the culture of the whole place, which is a shame.

Cuban's are friendly and helpful - beware of the odd few trying to sell you cigars. There are also many nationalities visiting so you can meet people from all over the world in Havana. You can learn so much.

We would describe Cuba as the most disgusting and beautiful place we've ever been. It is like no where else on earth and we will not be returning anytime soon. Once (twice for me) was enough!