We traveled to Cuba in March for 3 weeks and had an amazing time. The trip was arranged by Nikki who did a brilliant job for us. We saw everything that we wanted to and had some fabulous experiences.... Se mer
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What is happening with this company? Have spoken with three staff members who on each occasion has assured me that someone would phone me back. No one phoned. Have also written two e mails with no re... Se mer
Företaget har svarat
My sister and I were in Cuba from 14-23 November 2023 for our first trip. We stayed in Habana and Trinidad. Both stays were wonderfully organised and our tours were arranged by Captivating Cuba reps,... Se mer
If you need help organising a trip to Cuba, you can’t do better than Captivating Cuba. Their service was first class in every way as was their expertise. Helped us put together the perfect bespoke tri... Se mer
Företagsinformation
Om Captivating Cuba
Skrivet av företaget
Captivating Cuba is a totally independent and fully ATOL bonded boutique specialist tour operator, with more than 25 years’ experience providing high-quality tailormade travel to Cuba and beyond.
Our friendly, experienced and approachable travel designers are passionate about providing authentic journeys throughout Cuba packed with personality, and we really do care that your holiday with us is special.
We have all been to Cuba, experienced our recommendations, and travelled around, and are here to make sure that your journey through the island is meticulously planned and skillfully delivered. Our team have tons of think-outside-the-box creative ideas to make every holiday completely individual, plus we really listen to our customers and focus on the little details that are important to you.
We are experienced and large enough to have our own Havana office and staff throughout Cuba, but we are small enough to know our customers and travel agents individually by name and spend time on each booking fine tuning the details and adding our special touches. We are very lucky to receive our business mainly through word-of-mouth recommendations and repeat business from the fantastic independent travel agents who work with us.
Aside from knowing Cuba inside-out, our travel designers have also travelled extensively around nearby Caribbean islands, Central America, the USA and further afield allowing us to combine your Cuba holiday with another destination if you so wish.
Kontaktuppgifter
Bessemer Drive, SG1 2DX, Stevenage, Storbritannien
- 01438 419 111
- enquiries@captivatingcuba.com
- captivatingcuba.com
Very professional
What lovely people to do business with. Nothing too much trouble and got the balance exactly right between being friendly and being professional. So far, probably the best holiday company I’ve ever dealt with
18 oktober 2019
Omdöme utan inbjudan
So far so good
So far so good - very quick to respond to any question/query I have. I hope the service extends to the holiday itself! (I’m sure it will)
7 oktober 2019
Omdöme utan inbjudan
The services offered were excellent
The services offered were excellent. The staff were always friendly and courteous. We admire their vast and expert knowledge on Cuba.I would recommend Captivating Cuba to anyone.
7 oktober 2019
Omdöme utan inbjudan
Excellent communication and advice
Excellent communication and advice. Would highly recommend booking your holiday with Captivating Cuba.
9 september 2019
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Excellent Staff
Excellent Staff, great price, cannot wait for the holiday of a lifetime.
5 september 2019
Omdöme utan inbjudan
In depth knowledge at its best.
Interpreting what a client actually wants, especially in the case of fascinating but difficult destination as Cuba, can only be achieved from experience. This is where the expertise of a company such as Captivating Cuba is essential in making your holiday a great one, not just a good one.
4 september 2019
Omdöme utan inbjudan
Service in Havana, Trinidad and veradero
Before we went captivating Cuba were amazing in matching quotes from other travel companies and providing all the documents that we required. On arrival to Havana it became apparent very quickly that the prices of the excursions were far cheaper to purchase there than they had been through captivating Cuba but apart from this the rep was very helpful, our case was wonderful and we had a fantastic few days. Now for the disappointing part... we were asked to meet the transfer at 8am in the hotel Seville lobby to head for Trinidad. At 8am the rep said that there had been a slight delay but he’d keep in touch from his base in the grand parc hotel. By 9am the transfer wasn’t here so we got the reception Team to ring our rep who again assured us the transfer was on its way. 10am we rang him back as the transfer was still not with us. By now we had wasted 2 hours of the day. Again the rep wasn’t helpful and the transfer didn’t arrive until 11:10... 3 hours later than planned so now our day in Trinidad isn’t going to be cut short. If at 8am we had been told by the rep of a 3 hour delay we could have gone out had breakfast (we missed this as we had to leave the casa too early for our 8am transfer) and explored more, which wouldn’t have been half as bad.
The journey to Trinidad was 6 hours instead of the four that we were told before booking and on arrival there was no rep anywhere to be seen. We had to go into a hotel and ask for a map and directions. Surely if a rep wasn’t going to meet us captivating Cuba should have sent us a map before our departure. The next morning we were supposed to meet our rep in the iberostar hotel at 9am. When we got to the hotel and waiting until 10am the hotel reception rang Juan. He said he was out of town and wouldn’t be back until our last day. So we didn’t get any information and couldn’t book any excursions through our rep. Very poor in deed. Luckily again our casa were very helpful as captivating Cuba had let us down. The rest of the trip went well however the lack of communication in Trinidad really affected our stay.
28 augusti 2019
Omdöme utan inbjudan
Svar från Captivating Cuba
Firstly, thank you very much for your review. I am very pleased that overall you enjoyed your 3-centre holiday, however I am so sorry to hear that you were disappointed in a few of the aspects. Since reading your review I have been fully investigating what happened. I wanted to explain to you about the points you raise, so please find this below.
We arrange from the UK legal, licensed, fully insured, experiences which are not the same as uninsured individuals touting for business with tourists locally, nor the shared group excursions available locally that can often be poor quality and are subject to cancellation at short notice. We are very open about this in our pre-departure information that we sent to you on 4 July before you paid us any money.
“With private enterprise growing in Cuba, take care when booking locally as you may unwittingly book unlicensed, or poor-quality excursions which can attract the attention of the police and local security authorities.
Many of our private tours have been created especially for our clients. You may find some similar tours on offer in Cuba on a shared group basis (i.e. not private) at a lower price. Shared tours often operate with large numbers of tourists in the group, with multiple nationalities, and are subject to minimum numbers to operate which can result is last minute cancellations.
Tickets for musical shows such as the Tropicana, can often be cheaper locally for last minute sales, however there is a high demand and frequent availability issues for these shows”.
On the day you transferred to Trinidad you booked a shared coach transfer for this journey (the Cuban equivalent of National Express). We do explain in our pre-departure information that delays may occur with local bus services.
“Bus or coach transfers with other passengers (including from other nationalities/countries and booked by other tour operators) often with multiple pickups/drop offs that operate loosely to a fixed route and timetable. Delays can occur due to local conditions and passengers not being ready for collections at each pick up point. Drivers may not speak English.
Note that shared transfers will not pick up or drop off at Casa Particulares and will drop off/pick up instead at the nearest hotel, and you may be required to take a short walk or taxi to the closest pick up/drop off point”.
I have spoken at length to our Havana rep who you spoke to several times that day, and also our office team in order to fully understand what happened. Our staff did call the bus company a number of times and were assured each time that the bus was ‘on its way’ which is why he then relayed this to you each time. Each time we were reassured you were being collected imminently.
The reason for the delay was because the coach was delayed leaving from the depot due to staffing issues and then was held up further by passengers not being ready at the various pick up hotels along the route. I fully appreciate that a delay of a couple of hours must have been frustrating, however as we were told consistently that the bus would be there imminently by the bus company, we could only pass on this message to you.
We advised you on 4 July in writing (page 25) of all the journey times on your itinerary, which included the time from Havana to Trinidad, this states the travel time as 6 hours which our staff know first-hand having taken the journey and travelled through Cuba many times over the years. We also have many thousands of clients travelling between Havana and Trinidad each year and our reps are well versed with travelling times in Cuba.
Approximate Journey Times by Car Without Breaking
From To Hours
Havana Trinidad 6
Finally, I am so sorry about your experience in Trinidad and completely accept that we let you down on this point. Our rep unfortunately had to travel at very short notice due to a family emergency, and we were not able to source a replacement to cover him at such short notice. With the weekend in the way when the office was closed, and the time difference we did not have the opportunity to advise you and arrange an alternative meet and greet before you arrived in Trinidad. I am so sorry about this and thank you for your understanding.
With best wishes
Matthew O’Sullivan | Director
We were very pleased with the service…
We were very pleased with the service we received here in the UK and whilst in Cuba.
They kept us informed of any changes and were always helpful when answering our questions.
I would use them again and recommend them to others.
26 augusti 2019
Omdöme utan inbjudan
Excellent Pre departure planning…
Excellent Pre departure planning support price and expertise
Only thing that let them down was ordinary Cuba reps and shared transfer to airport taking 3.5 hours with a shopping detour which was not explained when booking. Safe travel bet but small room for improvement.
21 augusti 2019
Omdöme utan inbjudan
Svar från Captivating Cuba
Thank you very much for your lovely feedback and we are very pleased that you enjoyed your holiday. I am going to contact you to ask for more details on the feedback that you have given, we would be very grateful if you would participate to allow us to improve our services.
Here is the description that we provide for shared transfers prior to departure, please do also let us know if you think this description can be improved.
Shared Transfers
"Bus or coach transfers with other passengers (including from other nationalities and booked by other tour operators) often with multiple pickups/drop offs that operate loosely to a fixed route and timetable. Delays can occur due to local conditions and passengers not being ready for collections at each pick up point. Drivers may not speak English.
Note that shared transfers will not pick up or drop off at Casa Particulares and will drop off/pick up instead at the nearest hotel, and you may be required to take a short walk or taxi to the closest pick up/drop off point.
Drinks and snacks are not provided in the vehicle."
I will be in touch this morning.
Many thanks
Sarah
Captivating Cuba was the only company…
Captivating Cuba was the only company that could book what we wanted for our honeymoon and within our budget, and this is compared to much bigger and more well known companies too.
We have had a great service so far, very professional and forthcoming with tips and ideas. You can tell they really want to give everyone a great Cuban experience, which I don't think you get when booking with larger companies. I would recommend.
20 augusti 2019
Omdöme utan inbjudan
Amazing team
Amazing team, they really make every effort to ensure people have an excellent stay, all the reps in Cuba and office staff are fantastic too!
19 augusti 2019
Omdöme utan inbjudan
Great Team - Excellent Service
Gemma was fantastic in helping us arrange our trip to Cuba. Response times were great and, all in all, delighted we chose Captivating Cuba - would happily recommend them to other travellers.
18 augusti 2019
Omdöme utan inbjudan
What an amazing team of professionals
What an amazing team of professionals! From the people in the office to the ground agents in Cuba who go above and beyond to take care of customers. They really do all they can to make the trip as perfect as it can be.
3 augusti 2019
Omdöme utan inbjudan
Bucket list trip ticked!
Organising a trip for 18 people including some from Australia as well as the UK was no mean feat, but Captivating Cuba did this with ease. We had the most memorable trip and we all had an absolutely wonderful time. Special thanks to Sarah Mortimer for her time and patience and making sure that we saw everything that we wanted to see. Attention I am sure we wouldn’t have got had we gone through a large travel company.
3 augusti 2019
Omdöme utan inbjudan
I've travelled to a lot of places…
I've travelled to a lot of places independently throughout Europe and Asia but was very glad to have the reassurance of local reps in cuba. Also having reliable transfers between places and to and from airport was great. Also loads of options for extra activities and sightseeing given but no pressure to do them.
3 augusti 2019
Omdöme utan inbjudan
Sarah and crew couldn't do enough
3 augusti 2019
Omdöme utan inbjudan
Excellent service
Excellent service, exactly as it’s name, builds a package to captivate Cuba! Fantastic
2 augusti 2019
Omdöme utan inbjudan
Excellent travel company with a personal touch.
What a fabulous holiday we have just had and I am so glad we chose Captivating Cuba. They were amazing helping us to put together a great holiday with a few days in Havana then a week in the beach resort. Nothing was too much trouble and Sarah (UK) kept us in the loop by communicating regularly. She even booked a popular restaurant (El frente) for us so that we got a roof top table. Adrian was great in Havana as was Maria in Varedero.
I would suggest a private transfer from Havana to Varedero. This would be my only negative as the shared transport took hours, driving at ‘tour’ speed stopping at a cafe place on the way there and back. We just wanted to get there!
All in all, we would highly recommend this company. Professional and friendly service. Thank you to all at CC.
29 juli 2019
Omdöme utan inbjudan
I had and still having a great…
I had and still having a great experience with Captivating Cuba when it came to organising my 30th birthday trip. I had endless questions and they were always so happy to answer anything and to give sound and honest advice about hotels rather than just letting you go ahead and book it. The team really seems to know the country and having a rep out there when we are there will make the trip so much easier. Can;t thank Jo and Nikki enough who have both been great and so accomodating when it came to our budget! I only wish that they did other countries as well as I would book with them every time!!
25 juli 2019
Omdöme utan inbjudan
Professional
Polite, very friendly, efficient, knowledgeable and helpful.
Best of all - the best quote!
24 juli 2019
Omdöme utan inbjudan
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