FAQ
A|S Boutique Residence
A|S Boutique Residence is dedicated to creating a welcoming, safe, and inclusive environment. Our priority is to foster positive spaces where all individuals feel comfortable and valued.
By making a reservation and entering our hotel premises, all guests are deemed to have automatically agreed to abide by our rules of conduct and the topics covered in these FAQs. It is essential for all guests to comply with our rules, recommendations, and regulations to ensure a pleasant stay. Failure to comply may result in immediate removal from our premises without any form of restitution or compensation.
The Hotel
The hotel is located in the historical heart of Old Havana, declared a UNESCO Heritage Site, at:
Jesús María #258, e/ Picota and Compostela (important to mention, when giving directions to your driver)
Yes, the A|S Boutique Residence is a fully privately owned business. That being the case, it belongs to the category of RESIDENCIAS.
Therefore, by American law, American citizens are also allowed to stay at this Hotel.
This is a ‘Suite-Only’ Hotel featuring 9 luxury suites: a Penthouse Suite, three ‘Living-room’ Suites, two Loft Suites, and three Junior Loft Suites; accommodating a maximum of 18 guests, with a maximum of two guests per suite.
Indeed, we warmly welcome guests of all kinds.
However, due to the historical architecture and the lofty duplex design of certain suites, the Residence may pose challenges for guests with limited mobility, those undergoing medical or surgical treatment, individuals in rehabilitation or recovery, as well as those who are overweight or morbidly obese.
The Art Suite, located on the ground floor, is an exception as it offers easy accessibility.
For more comprehensive information, please don’t hesitate to reach out to us via e-mail.
Travelling from the airport to the Hotel by taxi typically takes around 35 minutes. Additionally, the Hotel offers Classic Car Airport Transfers for a unique and stylish arrival experience.
If a guest arrives with a rental car, there is a parking space available in front of the hotel equipped with a camera surveillance system. Guests can park their vehicles in this area free of charge.
We warmly welcome guests from all around the world, and it is important to note that we are a gay-friendly establishment.
We kindly advise guests to review the Mobility and Limitations section of our Terms & Conditions to learn more about the accessibility of the Hotel.
Your hosts are fluent in English, Dutch, German, French, and Spanish, and they also have basic knowledge of Russian. In the event of their absence, there will be a representative available who can communicate in both Spanish and English.
Our establishment provides a 24-hour front desk with dedicated receptionist service, ensuring assistance at any time. Additionally, our concierge service is available from 8:00 AM until 9:00 PM, ready to assist you with any inquiries or requests.
After 9:00 PM, a professional guard is present at the Residence throughout the night.
Furthermore, the Hotel offers a WhatsApp service for the convenience of all our guests.
Indeed, the Hotel is situated in the heart of the historical district of Old Havana, a UNESCO Heritage Site. As such, all major city attractions and landmarks are conveniently within walking distance from the Hotel.
In fact, La Plaza Vieja, the largest historical square and one of the major attractions, is just a short 6-minute walk away from the Hotel.
Havana is widely regarded as a safe city with a low crime rate. Our Residence is situated in a friendly, secure, and vibrant historical area, offering an authentic atmosphere.
However, we maintain the safety of our guests with the presence of a Professional Guard during the evening and throughout the night. Additionally, for enhanced security, our Residence premises are equipped with a comprehensive CCTV system.
Reservations
Yes, it is completely safe to use credit cards for payment. When making a booking, payments are processed through a secure and reliable system, ensuring the safety of your transaction.
To pay for your online reservation, we accept all Visa and Mastercard credit cards with the additional security services Visa Verified and Mastercard Secure.
However, if you have any doubts or questions, you can always reach out to us via e-mail at: reservations@asresidence.com
A minimum stay of two nights is required.
Absolutely, an à la carte breakfast at our Grand Café HAV is always included with your stay.
Please be aware that breakfast is served from 8:30 AM until 11:00 AM.
For guests who have early departures due to pre-booked (with our Hotel) guided day tours, a special early breakfast service can be arranged for 7:30 AM.
All rates include luxurious accommodations, as well as applicable taxes and service charges.
Any cancellation made after the payment of a reservation that has been confirmed will incur a full charge. The same cancellation policy applies in the event of a no-show.
Cancellations also encompass changes in the contract terms, such as delayed arrival, early departure, or adjustments to the number of participants. In such cases or similar circumstances, a full charge will be applicable.
Once a reservation has been confirmed and the payment has been made, it is not possible to change the dates of the reservation.
Prospective guests cannot claim any rights based on a verbal cancellation.
Once a reservation has been confirmed and the payment has been made, the reservation becomes binding. Please note that date changes are not possible.
Yes, group bookings are possible!
Group bookings can be made here: Suites & Booking -> The Entire Residence
Also, additional information can be found here: Groups & Retreats
Despite the various restrictions imposed by the American embargo on Cuba, it is relatively straightforward for Americans to travel to the country.
Americans are allowed to visit Cuba provided there is an educational reason for travelling, such as an Art-Tour, or when supporting the local community. This means it is acceptable to stay in privately-owned hotels like the A|S Boutique Residence, rather than opting for state-owned accommodations.
A|S Boutique Residence can organize one-day or multi-day tours with Old Timer Cars and a driver, eliminating the need for a specialized travel agent. Only a Tourist visa is required for these arrangements.
Please note that our hotel is exclusively for adults (ADULT-ONLY), and therefore, we only welcome guests who are 16 years of age or older.
Unfortunately, pets are not permitted.
Any professional photography and filming activities must be requested in advance and authorized by a member of the Hotel Management.
Please note that a fee will be applicable, and it is necessary to have a member of our staff present throughout the duration of the professional photography or filming session.
For further details, please do not hesitate to contact us via e-mail.
Yes, it is indeed possible to book the hotel for meetings and events. You can find all the relevant information on our Groups & Retreats page.
The check-in time begins from 2:00 PM onwards.
The check-out time is at 11:00 AM.
Late check-outs until 1:00 PM are complimentary, subject to availability.
For late check-outs between 1:00 PM and 8:00 PM, half of the nightly room rate will be charged, also subject to availability.
Please note that luggage storage is available.
Early check-ins can only be arranged for bookings that include the day prior to the date of arrival (pre-registration). The charge for early check-in will be based on the day rate for the preceding day.
Furthermore, early check-ins cannot be guaranteed for bookings that do not include pre-registration. If guests arrive earlier than expected, we will make every effort to accommodate them. However, please note that access to suites before 2:00 PM cannot be guaranteed.
Early check-outs before 8:00 AM are possible if requested at least one day in advance. In such cases, the check-out bill can be settled the day before the scheduled departure date.
Yes, it’s possible!
If guests are already at the Hotel, they are welcome to approach our reception desk staff for further assistance.
If guests have not yet arrived, we kindly request them to e-mail us in advance at reservations@asresidence.com to make the necessary arrangements.
As the A|S Boutique Residence is a privately-owned establishment in Cuba, it should be indicated as RESIDENCIA in the Cuban customs forms.
Furthermore, we strongly advise guests to thoroughly review the official government websites for regulations and requirements regarding travel to and from Cuba.
Extra Services
Upon confirmation of the reservation, guests will receive our Tour Menu and Wellness Menu, which provide comprehensive details of the services offered by the Hotel. These menus include information on prices and recommendations for making reservations.
Please note that it is highly recommended to make all reservations in advance before your arrival in Cuba. This ensures that you can secure your desired wellness appointments, guided tours, and transportation services.
Additionally, please be aware that payments can only be made in cash once you are on the island, as credit card payments are restricted in Cuba. We accept payments in euros (EUR) or American dollars (USD) based on the prevailing exchange rate on the day of arrival.
The following payment and cancellation policy applies to reservations of tour, transportation, airport transfers, and wellness services (referred to as ‘extra hotel services’) offered through the hotels’ Tour Menu, Wellness Menu, or this website at the time of making the hotel reservation.
Reservations for ‘extra hotel services’ through this website at the time of booking
Both the Airport Transfer Services and the VIP Services, available on this website, can be booked and paid for by credit card at the time of making your reservation. Please note that these services are considered part of the reservation, and once payment is made, they become binding and non-refundable, regardless of whether you cancel the hotel booking or the specific service itself.
Reservations for ‘extra hotel services’ by e-mail
Reservations for ‘extra hotel services’ from the Tour Menu and Wellness Menu, including airport transfers, made via e‑mail, become binding upon receiving the confirmation email for the booked service. Please note that ‘extra hotel services’ booked via e-mail cannot be paid in advance of the arrival date. Instead, payment is to be made at the time of check-in, in cash (euros or American dollars, based on the prevailing exchange rate).
Cancellations or changes to any confirmed ‘extra hotel service’ can only be accepted up to 7 days prior to the arrival date. In such cases, a 50% charge will be applicable and must be paid in cash (euros or American dollars, depending on the prevailing exchange rate) at the time of check-in.
Cancellations or changes to any confirmed ‘extra hotel service’ made after 7 days prior to the arrival date or during your stay will incur a full charge.
Reservations for ‘extra hotel services’ during your stay
Reservations for ‘extra hotel services’ from the Tour Menu and Wellness Menu, including airport transfers, made during your stay at the hotel, become binding and non-refundable upon receiving the confirmation via WhatsApp. Payment for these services is to be made at the time of check-out, in cash (euros or American dollars, based on the prevailing exchange rate).
Any cancellations or changes to confirmed ‘extra hotel services’ during your stay will incur a full charge.
Upon confirmation of the reservation, guests will receive our Tour Menu, which contains all the necessary information regarding transportation services and airport transfers.
We highly recommend taking advantage of the convenience and comfort of our A|S – Airport Old Timer Airport Transfer Service (air-conditioned) for a personalized pickup from the airport. This service is automatically included when guests choose the VIP Service package from the list of additional services during the booking process on our website. Alternatively, guests can contact us via e-mail to request this service.
For guests seeking shorter taxi rides within Havana, our staff can assist in arranging classic car taxis on their behalf. In such cases, guests will need to make payments directly to the drivers, who are our trusted partners. It is important to note that these cars must be booked several hours in advance, as last-minute requests cannot be accommodated.
Certainly! We offer exceptional VIP Service packages that provide exclusive and extraordinary benefits to our guests, ensuring they have an unparalleled and luxurious experience right from the beginning.
Guests are warmly invited to select our VIP Perks options during the reservation process for our suites on our website.
For more detailed information, please visit the Perks page.
Please note that once guests are in the hotel, services cannot be paid using a credit card, as there are restrictions on credit card payments in Cuba.
As a result, any expenses incurred during your stay, such as minibar consumption, restaurant meals, tours, wellness services, or any other additional services provided by the hotel, will be added to your check-out bill. Payment for these charges is required in cash, either in euros (EUR) or American dollars (USD), based on the prevailing exchange rate on the day of settlement.
Regrettably, no alternative payment methods are available.
Upon confirmation of the reservation, guests will receive our Curated List of Restaurants, which provides recommendations for dining options. Additionally, our staff is delighted to assist with making restaurant reservations on behalf of our guests, as requested.
Please note that it is highly recommended to submit all reservation requests in advance before your arrival in Cuba.
We offer honeymoon concept packages that include wedding planning services.
We are dedicated to creating an unforgettable birthday experience with our specialized birthday concept.
For further information, please do not hesitate to contact us via e-mail.
Absolutely! The breakfast provided is à la carte and complimentary. Moreover, if you have any specific dietary requirements, kindly inform our staff, and we will do our best to accommodate your needs, based on our available options.
Amenities
All of our suites are equipped with King-size beds only, and we do not provide additional one-sleeper beds.
Please note that a maximum of two guests per suite is allowed.
Indeed, there is a safe-deposit box provided in all of our suites. This allows our guests to securely store their valuables during their stay.
All of our suites are equipped with one or more air conditioning units, which can also function as heaters.
In order to encourage a sustainable lifestyle, it is necessary to turn off the air conditioning before leaving the suite or when windows or doors are open. In the event that guests may have forgotten to do so, our staff will kindly assist by turning it off.
Unfortunately, we do not have any connecting suites available.
Yes, we offer unlimited and complimentary Wi-Fi access.
All of our suites are equipped with a TV for your entertainment.
Due to the restrictions imposed on Cuba, international TV channels are not available. Additionally, the local TV reception is not optimal. However, to compensate for this, the Hotel offers a complimentary selection of TV series and films for your enjoyment in place of regular TV programming.
Yes, upon request, the Hotel will provide up to two beach towels per suite.
Rules
We kindly request that all guests maintain a respectful and courteous demeanour during their stay. Any form of unlawful acts or disrespectful behaviour towards other guests or staff members will not be tolerated under any circumstances.
Any additional guests, whether visiting or staying overnight, must receive prior authorization from the Hotel Management. Please note that extra guests will be required to register and present a valid ID.
In the event that additional guests arrive in the evening or late at night, the Hotel Guard is authorized to make decisions in accordance with the Hotel’s policies and procedures.
Furthermore, please note that a maximum of two guests per suite is allowed.
Absolutely! Guests have the freedom to enter the Hotel at any time, as each suite is equipped with its own set of private keys. This ensures convenient access to both the suites and the Hotel premises.
Both eating inside the suites and bringing food into the suites are prohibited.
A|S Boutique Residence maintains a smoke-free environment. Nevertheless, a designated smoking area is available at the rooftop terrace.
Should guests smoke inside their suites or outside the designated smoking area, a full night suite smoking fine will be applicable and must be paid in cash immediately.
Please be advised that bringing and consuming alcoholic and non-alcoholic beverages not provided by the Hotel is not permitted in any of its public spaces and terraces.
In the event of a lost suite key, a fee of €50 (fifty euros) will be charged, payable in cash.
Drug dealing and/or consumption of any kind is strictly prohibited.
Obviously, any activities that are illegal and unlawful according to Cuban law are strictly prohibited.
Any violation of the lawful regulations by guests will result in immediate termination of their stay at the hotel, without a refund. The involvement of the police will be determined by the Hotel Management, based on the seriousness of the offence.
In the unfortunate event of damage to towels, bedsheets, furniture, or any other property within the Hotel, guests will be held responsible and charged accordingly.
Comprehensive information regarding liabilities, damage to hotel property, and stock can be found in the Guest Liability section of our Terms & Conditions.
It is advisable to also read the Terms & Conditions page, which provides a detailed description of the conditions and terms that apply to the use of this website and all services provided by the Hotel.
How to Make a Reservation
Prospective guests can easily make reservations for suites or the entire residence by selecting the ‘Suites & Booking’ option in the Main Menu and choosing their preferred accommodation.
On the accommodation page, prospective guests can enter their preferred dates in the booking calendar, and the available suites, along with their respective rates, will be displayed for their convenience.
Payments can be made using a credit card. We accept Visa and Mastercard credit cards with support for 3D Secure authentication for secure payment transactions.
Kindly keep the following in mind:
- A booking is considered confirmed and binding once the customer has made full payment.
- By making a reservation for a suite or the entire residence, the customer is deemed to have automatically agreed to our Terms & Conditions.
For any specific inquiries, please do not hesitate to contact us at: reservations@asresidence.com