TORONTO — For so many travellers (and their travel advisors), Melia Cuba resorts are the go-to option for Cuba-bound sun seekers.

With some three dozen properties, Melia Cuba has presence across the island, in Varadero (12 hotels), Trinidad (1), Havana (5), Cayo Santa Maria (5), Cayo Coco (5), Cienfuegos (4), Santiago de Cuba (1) and Holguin (3).

Is the company planning more Melia hotels in Cuba in the years to come? How can travel agents improve their knowledge on Melia Cuba’s product? And how did Melia Cuba properties fare amid Hurricane Rafael?

Maite Artieda, Marketing, Communication & Customer Experience Director, Melia Cuba, has responses to these questions and more in this Q&A.

Q: What makes Melia Cuba hotels different from the other hotel brands in Cuba?

 Artieda: “Our focus aims at providing an experience that goes beyond the simple stay.

“We are not only committed to providing exceptional service; we also encourage guests to enjoy their trip with an open and curious mind. Rather than limiting ourselves to preconceived images, we enrich people with stories and perspectives that transcend any guidebook.

“Through local culture, music, gastronomy, Cuban traditions, interaction with the people, we show a way of travelling that broadens horizons and where each destination is an opportunity to grow and experience its authenticity.

“This philosophy is summarized in the phrase ‘Mejor Así’ (¨Better this way¨, ¨Mieux ainsi¨), which is precisely what the traveler discovers during his vacation: better this way, with the Soul of Cuba.

“The range of brands we have on the island (from the luxury of Paradisus to the fun of Sol, the elegance of Meliá Hotels, the contemporaneity of INNSiDE and the classic of Affiliated by Meliá hotels) allows us to adapt the proposal to each market segment so that each client finds the ideal combination for his or her stay.”

Paradisus Varadero Resort & Spa

Q: Why do travel agents often associate Melia Hotels with Cuba?

Artieda: “We greatly appreciate our collaborators and offer them – together with the guarantee of a high-quality product – the professionalism of the entire Meliá team. Constant communication, the exchange of ideas, the quick response to any request, are elements that help us establish working relationships that, in some cases, have been in existence for decades.

Meliá Habana

“We are pioneers in hotel management in Destination Cuba, we have been offering quality for more than 30 years and that has given us a lot in terms of positioning.”

Hotel Jagua

Q: What is your typical target clientele?

Artieda: “Everyone is welcome at Meliá Cuba. The couple planning to celebrate their wedding, the new parents who need to be confident that their child will receive the best of care, the senior citizen who is looking for relaxation, the working person who prefers to combine the office and the beach, the group of friends celebrating a special occasion, those who prefer to travel alone on an adventure of self-discovery… there are options for any Canadian who loves and prefers the largest island in the Caribbean.”

Q: What is the best advice you can give to a travel agent?

Artieda: “Know your customer and know your product. Quickly understanding what people are looking for, and having a broad command of the available offer, is the perfect combination to always offer what the traveller needs.

“Our presence in eight destinations in the archipelago, with brands and hotels that offer a wide range of products, is crucial to support agents in proposing their dream vacations in Cuba.”

Q: How can travel agents improve their knowledge on Melia Cuba’s product?

Artieda: “Through joint work with our corporate and hotel teams. They can also take advantage of our training opportunities: webinars, presentations in the markets, FAM groups, face-to-face training given by Meliá Cuba professionals.

“The tourism fairs and networking events we attend are an excellent way to keep up to date with the latest news. We also have two online tools that we highly recommend: https://travelprofessionals.meliacuba.com/ , with images, videos and lots of hotel information; and https://blog.meliacuba.com/, a great reference for news, suggestions and ideas for trips to Cuba.”

Q: We understand the food supply will be provided to Melia hotels in Cuba. Can you tell us more about it? 

Artieda: “Indeed, MESOL Gestión Hotelera Turística, Meliá Hotels International’s own importing entity, is already in operation, offering new facilities for the management of the hotels we manage in Cuba.

“MESOL will work with numerous product lines, including food, beverages, artistic, sports, recreational and entertainment media, linens, gastronomic supplies, kitchenware, cleaning items, protection means and supplies related to maintenance and technical services.

“Likewise, its distribution, transportation and storage network are being developed; gradually it will be possible to notice the positive effects on the operation.”

Q: Do you plan to open more Melia hotels in Cuba in the years to come?

Artieda: “In the coming months, we will take over the management of a new hotel: Sol Hicacos Varadero, in Cuba’s best-known sun and beach destination.

“In addition, there are plans for the Plaza hotel in Havana (which will join The Meliá Collection brand) and next year we will finalize the rebranding of the Jagua hotel – in Cienfuegos – to become INNSiDE Cienfuegos Jagua.”

Q: Cuba has had a tough time in recent weeks, starting with the blackout and then Hurricane Rafael. What can you tell us about the operations of Melia Cuba’s properties right now?

Artieda: “The recent impact of Hurricane Rafael on the western and central regions of the island has posed a new challenge for Melia Cuba hotels.

“However, it is a pleasure to inform you that this situation found our team fully prepared to offer the utmost safety to each guest. The timely application of the established protocols allowed us to face the meteorological conditions with minimal affectation to the stay of those who chose us. All the facilities we manage are operating normally.

“The commitment to the wellbeing of clients and employees that distinguishes Melia Hotels International Cuba is maintained under any circumstance.

“Our corporate channels and social networks remain available to assist with any questions or concerns. The industry’s understanding and support, as always, are invaluable.”

This interview appeared at ProfessionVoyages.com, part of The Travelweek Group. For more information about Melia Cuba click here.