Question 1

The hotel offering on-site COVID testing?

Accepted Answer

We offer now on-site PCR testing with results available in under 24 hours and Antigen Testing with results available in 40 minutes.

Question 2

Check-in time?

Accepted Answer

As a rough guide, the check-in time is after 3:00 p.m . We do early check-in subject to availability. Our front desk staff does their best to check in guests as soon as they arrive at the hotel, but it is not guaranteed that a room will be available earlier than your scheduled check-in time.

Question 3

Check-out time?

Accepted Answer

As a rough guide, the check-out time is before 12:00pm.  Late check-out policy :
- Late check-out is subject to room availability
- 12:00 to 17:00 check-out: 50% room rate surcharge
- After 17:00 check-out: 100% room rate surcharge

Question 4

Which languages are spoken at Reception?

Accepted Answer

English and Spanish.

Question 5

Can I leave my luggage?

Accepted Answer

Yes, we can look after your luggage. If at check in your room is not ready yet or in case of early check out after .We will store your luggage free of charge on your check-in and check-out days.

Question 6

Internet connection?

Accepted Answer

A wireless internet connection, the best sign is on the Rooftop Bar. Unfortunately, wifi remains a bit unreliable in our country. We need a better wifi connection and hope to be able to upgrade in the near future.

Question 7

Which is the nearest airport?

Accepted Answer

The nearest airport is the Jose Marti International (HAV) , which is located around 15 km away. ( 30 min by car)

Question 8

Is a taxi service available from the airport?

Accepted Answer

Yes, this service is available on request. When booking this service, please state the flight number for your arrival and/or departure and the relevant times.

Question 9

Do you have smoking and non-smoking rooms?

Accepted Answer

All rooms are non-smoking

Question 10

Is breakfast included in the price?

Accepted Answer

Breakfast is offered to all guests staying at the hotel.

Question 11

What is offered at breakfast?

Accepted Answer

The breakfast  includes toast, natural juices, milk, fresh fruit, ham, cheese, eggs, coffee

Question 12

What time is breakfast served?

Accepted Answer

Breakfast is served from 7am to 10am, every day.

Question 13

How many floors does the hotel have?

Accepted Answer

The hotel has three floors in all. The rooms are located on the second floor.
The Rooftop Bar is on the third floor.

Question 14

How many rooms does the hotel have?

Accepted Answer

The hotel has five rooms.

Question 15

Do you have an elevator?

Accepted Answer

Our Boutique Hotel does not have an elevator, we are more than happy to carry luggage to your room for you.

Question 16

How many bars does the hotel have?

Accepted Answer

The hotel has one bar in the RoofTop

Question 17

Are there car parking spaces or a car park?

Accepted Answer

Our hotel has a private car parking.

Question 18

How much does parking cost?

Accepted Answer

The car park costs is included in a room rate.

Question 19

Are pets allowed to stay at the hotel?

Accepted Answer

Yes, pets are most welcome. There is a daily charge of $ 10

Question 20

Are the prices quoted per room or per person?

Accepted Answer

The prices quoted are always per room

Question 21

Do you have a restaurant

Accepted Answer

Yes, our restaurant is only for our guests. We offer dinners and lunches, must be requested 24 hours in advance

Question 22

What should I do, if I lost or forgot something in my room?"

Accepted Answer

Please contact the hotel directly. Our rooms will be cleaned daily, so that your item probably has been found by our housekeeping team.

Question 23

Are the rooms air-conditioned?

Accepted Answer

Yes. All rooms are air-conditioned

Question 24

Are bed linens provided?

Accepted Answer

Yes. All beds come with a full set of linen which includes bed sheet, duvet and pillows.

Question 25

Does the Hotel provide additional beds or have extra beds available?

Accepted Answer

No. The hotel does not provide additional beds.

Question 26

Does the Hotel provide towels, soap, shampoo, etc?"

Accepted Answer

Yes. All rooms come with basic toiletries which includes soap, shampoo and conditioner.

Question 27

Do I have to clean my room? Is there housekeeping service?

Accepted Answer

Yes, housekeeping service is provided daily

Question 28

Are there safes in the rooms ?

Accepted Answer

Yes, the rooms do have safes available for no charge.

Question 29

What is the voltage in the hotel?

Accepted Answer

Cuba is on the same voltage as the US and Canada (110 to 120 volts AC), so you do not need to bring adapters if traveling from there.

Question 30

Are there hairdryers, irons and ironing boards in the rooms?"

Accepted Answer

Hairdryers, irons and ironing boards are provided in all rooms.

Question 31

Does the Hotel provide a laundry service for guests?

Accepted Answer

Yes, this service is at an additional charge.

Question 32

Does my room have a fridge?

Accepted Answer

Yes, all rooms have mini-fridges.

Question 33

How many people can stay in one room?

Accepted Answer

The rooms accommodate 2 adults.

Question 34

What type of beds are in the rooms?

Accepted Answer

There are King and Queen beds.

Question 35

Do you have interconnecting rooms at your hotel?

Accepted Answer

No

Question 36

Do you have family rooms at your Hotel?

Accepted Answer

No

Question 37

Does the hotel have any accessible rooms?

Accepted Answer

No

Question 38

Can El Candil accommodate people with disabilities?

Accepted Answer

No

Question 39

Do you offer security at the hotel?

Accepted Answer

Yes, we have 24/7 security guard and the door and closed monitors camaeras.

Question 40

I want flowers, chocolates, champagne, gifts sent to the room. How do I do this?"

Accepted Answer

Contact the concierge prior to your arrival to set up these services.

Question 41

Does the hotel recognize special occasions?

Accepted Answer

Absolutely! At booking, please mention your special occasion so we may enhance your experience with the "El Candil touch".

Question 42

What methods of public transportation can I take to your hotel

Accepted Answer

Taxi is the best option.

Question 43

How far is the hotel from the Old Havana ?

Accepted Answer

3.5 Km

Question 44

Does the hotel have a currency exchange?

Accepted Answer

We do offer a limited currency exchange.

Question 45

How do I  know if my reservation is confirmed?

Accepted Answer

We will send you a confirmation email with all of your booking information.

Question 46

Do you provide concierge services?

Accepted Answer

Yes, we arrange for dinner reservations, theater tickets, transfers, tours or other activities.

Question 47

What is your cancellation policy?

Accepted Answer

Plese visit this section

Question 48

Do you charge the credit card when I book the room ?

Accepted Answer

We will charge the total of your reservation to your credit card 15 days before your check in at our Hotel. For non-refundable reservations, your card will be charged the same day you make the reservation.

Question 49

Is it safe to fill in my credit card number? How secure is the your website?

Accepted Answer

Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology.

Question 50

Have a question that we didn’t answer here?

Accepted Answer

Feel free to email our managers at info@hotelcandil.com with any questions or concerns

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