Reservation Policies

General Conditions 

ISLAZUL assumes the following obligations:

Delivering tourist services in hotel facilities with the demanded quality and according to the category of the facilities, billing to the agreed prices. 

ISLAZUL will send the confirmation of the reservations once the payment is successfully made.

When ISLAZUL cannot accommodate the tourist in the initially agreed facilities due to any eventuality, it will be able to do it in other of the same or superior category that belongs to the Islazul Hotel Group or other Cuban Hotel Group. 

The client will be responsible of getting the card and/or entrance permit, as well as the extensions to stay in the Republic of Cuba. Expenses and consequences that come from it are on the traveler. 


The reception of tourists at the ISLAZUL tourist facilities is at 16:00 hours (check in) and 12:00 hours (check out).

In case of early departures, the 100% of the nights that are left will be refunded. 


Islazul is excluded from the civil responsibility to the client for the following damages:

The client’s failure to fulfill the Cuban laws and the established security regulations, both in the hotel facilities and while using the means of transportation. 

Damages outside the hotel facilities.


Sharing a room with adults:

Children of up to 2 years old: free of charge.

In a room with 2 adults : as long as they share the bed, the accommodation and meals are free.

In a room with 1 adult: as long as they share the bed, the accommodation and meals are free.


Exempting circumstances are those that happen after the service has been paid and that prevent its partial or total fulfillment, as a consequence of extraordinary, unpredictable and independent events from the parts’ will, such as: wars, strikes, natural disasters declared catastrophic that prevent the arrival or departure of the client(s) or their transportation within Cuban territory; denial, cancellation or suspension of any permit or required license granted by sanitary or aeronautical authorities; broken or damaged planes used to transport the client to or from Cuba, as long as it happens after the services have been paid and force their cancellation.

The part unable to fulfill the obligation will immediately communicate with ISLAZUL and will send via e-mail, within the following seven (7) natural days, what follows:

-Beginning date of the event, possible duration, nature, consequences and any other aspect considered among the alleged force majeure circumstances in the country of the parts that hired the service.

If the period of the force majeure event exceeds two (2) uninterrupted months, the parts will get together to examine all the possibilities, with the purpose of finding a solution and according how many measures, terms and conditions are necessary to solve the detected situation. 


The complaints must be made by writing at the facilities before your departure.

The part that receives the complaint must examine it and give an answer within the seven (7) days that follow the notification.

ISLAZUL does not accept complaints from the client for situations that happened in Cuba, if these are not presented directly by the client and always before the departure of the client, with the proper documental evidence of the inconformity. In order to make the complaint is obligatory for the client not to accept a monetary compensation from the hotel.

Complaints due to indemnifications for damages to the tourist or his/her property inside the ISLAZUL facilities will be made as previously described.


The client must get an Insurance Policy that protects his/her trip to and from Cuba, as well as his/her stay in the country and outside the Islazul Hotel Facilities.

Payment Conditions:

By using this website, the user accepted these reservation and payment terms and conditions.

The hotel bookings require payment in advance. The charge will be made to your credit card at the moment of making your reservation.

Upon arrival the client must show the document that confirms the reservation and payment for the services about to receive. 

Cancellation Policy and Discounts

By bank regulations the following charges apply:
5% will be deducted from the total stay for international card payments.
2% of the total stay will be discounted for payments received through Transfermóvil.

If you cancel within 48 hours the total stay will be discounted.

Refunds are processed within 72 hours.

No show policy:
In case of No Arrival, the total stay will be charged.


Contacting us via e-mail at:  


Step 1 – Search.

Enter your search criteria in the search engines, according to your travel dates, destination, number of travelers, etc.

Step 2 – Selection. 

In the results page, click in the button “Add” on the hotel you want to book.

Step 3 – Confirmation.

You’ll see a summary of the booked services along with the reservation code that you must use to modify or cancel your reservation.
For each reservation you’ll receive a confirmation E-Mail with all the info of your reservation, including the total cost and reservation code. Please print this Confirmation E-Mail to show it at the hotel. For the services, you’ll receive a confirmation document from the provider (electronic ticket, voucher, etc.).