Cuba Direct reviews

Feedback for Cuba Direct has been compiled from 160 customer reviews

Date
Product
Score
Customer Comment
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Service rating : The service was generally very good with with the exception of lack of directions to the Casa in Havana. Cuba Direct did not provide a street address for the Casa which didn't initially cause concern as i had printed a google map of it's location, however google turned out to be inaccurate. i eventually found the Casa with the help of locals.
Product : All the products were excellent with the exception of the transfer from Varadero to Havana. While our hotel was not first in line for the pick-ups, the pick-ups were scheduled to start at 3 pm. At 4 pm we telephoned and were told to expect a pick-up in 20 minutes. At 4:40 pm we telephoned and were told pick-ups hadn't started till 4:30 pm (1.5 hours late). We were eventually pick-up at 5 pm. Our itinerary stated the transfer time would be 2 hours; We were dropped off near our casa at 8:30 pm (another 1.5 hours late, partly due to the poor condition of the coach engine - it kept cutting out, and had little power to tackle hills). Neither the driver or the courier could speak any english; so they could not point us in the direction of the casa. As it was now dark, and the street lights were poor to non existent, we had problems finding the casa (described in the previous comment). A total of 3 hours late, a coach with a faulty engine, driver/courier unable to communicate in english all added up to a fairly deplorable transfer. On the plus side, all the other three transfers were excellent.

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Service rating : Arrived in Cuba and was relocated to a different 'Casa' not the one we had booked and had confirmed. Upon return I asked for clarification and was told by customer service manager that this was 'normal' and that we had booked a room in a cooperative. This was not our understanding and the fact that I have an E-mail form the booking agent apologising and saying this shouldn't have happened cut no ice with customer service manager. When I asked for details of where this was detailed in the terms and conditions no answer was forthcoming. Have given plenty of time to reply, still nothing!
Product : I am not going to book again with them for the above reasons. If you do use them I suggest you get written confirmation of where you will be staying. Also we discovered that we were paying Cuba Direct almost twice the going rate for the room we ended up in.

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Service rating : holiday admin is poor. prebooked a trip for Vinales. our paperwork showed 8am start. Guy turned up at 9am. he showed us his text and it clearly said 9am. Why can't you get this right? Even worse on the final day we were to get a pick up from Iberostar hotel lobby to airport. 5 hours later and multiple calls to disinterested cubadirect staff in Havana still no pick up. Only by overhearing reception staff did I realise the hotel has two separate lobby's.... Does no one working for you in in Havana have a brain or any local knowledge. fabulously stressful end of holiday experience. Would I recommend you to anyone else. No chance.
Product : bet this feedback doesn't end up on your website

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Service rating : We particularly liked the way the transport was arranged to and from all of our five destinations. The dance classes worked out well.
Product : We loved the casa particulares. The first one was reasonable, but the other four were outstandingly good. The owners were lovely people who were thoughtful and helpful and the food they served was delicious Each casa was attractive and clean.

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Service rating : Almost booked holiday without appreciating that flight costs hadn't been included - realised at last minute and went ahead anyway but could have been made clearer. Subsequent service very good
Product : Hearing other people at the airport going home reinforced the value of having an itinerary designed by experts - even if it does cost a bit more :)

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Service rating : Everything was seamless and that's a challenge in Cuba sometimes , very happy with the service
Product : Happy with the additional items we did with Cuba direct

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An excellent trip, well planned for us by Kevin Welsh. His recommendations on Casas and places to eat were first class and very much appreciated. All transfers were with good drivers and the one time that one transfer was delayed (through no fault of Cuba Direct) their representative in Cuba called our Casa and kept us fully informed.
A great trip, well organised and run well in Cuba.
There is a slight delay in getting information in the UK at peak times when planning but the advice and service is frst class.

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Service rating : Very friendly and efficient.
Product : Every detail of the booking and the holiday - flights, transfers, accommodation - was just about perfect.

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Service rating : All arrangements were made efficiently
Product : We used the driver guide and had an excellent guide, and his style of holiday made for great flexibility

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We have just returned from a really enjoyable holiday to Cuba. The Hotels were all of a v good standard and all the transfers went smoothly. We would definitely recommend them to others.