Why Does Sheraton Continue To Have The Most Restrictive Reservation Policy Of Any Hotel In Cuba?

On 27 June 2016, Stamford, Connecticut-based Starwood Hotels & Resorts Worldwide (a subsidiary of Bethesda, Maryland-based Marriott International) commenced management of the Hotel Quinta Avenida Habana, which was re-branded as Four Points Sheraton Havana.

Four Points by Sheraton Havana (SPG Category 6)
Avenida 5ta A 76 - 80,
Miramar District
Havana, Cuba

Despite substantive operational issues, the property continues to have the most restrictive payment and cancellation policy of any hotel located in the Republic of Cuba, whether managed by a Republic of Cuba government-operated company or a non-Republic of Cuba-based company.   
"Payment And Cancellations

Reservations for this hotel are prepaid and there are NO REFUNDS for changes or cancellation for any guests, including SPG members. Additional charges at the Hotel must be paid in CASH or credit cards authorized for usage in Cuba (Please note-most US Based Credit Cards are NOT accepted in Cuba—check with your individual financial institution)"


Given that the property was not subject to a "hard opening" when all renovations were completed and staff had completed training, and as a result has endured customer satisfaction issues, there would be value in management having the property implement the least restrictive payment and cancellation policy.  

Without a change, guests are hostage to a potentially uncertain experience which is not consistent with a SPG Category 6 property.  This inconsistency harms all properties located in the Republic of Cuba.


Important for the Four Points Sheraton Havana to be an example of operational flexibility rather than operational rigidity.