Please read the following conditions carefully before continuing. By expressing your agreement to these terms, it means that you have read and understood all the terms and conditions related to the policies stated.
Your credit card will be debited after your reservation is made for the amount indicated at the time of payment. The charge will be made in USD or EUR, depending on the currency selected, to the benefit of the merchant handling the payment, which you will be informed of at the end of the purchase process.
Activities and Suppliers
Solways acts as the general sales agent for tourist excursions through Cuban incoming agents, who will be responsible for coordinating and guaranteeing each of the services included in each of the activities. They will also provide guide services in Spanish or English. If you request another language, this service is subject to availability.
We recommend that you contact one of our representatives upon arrival to coordinate the details of the pick-up time and location for your chosen activity.
General Conditions
It is MANDATORY to confirm your pickup time 24 hours before the service, via the following telephones/WhatsApp: HAVANA: (+535) 2631509, (+535) 2680522, and (+535) 0940602
VARADERO: (+535) 2680512
For any emergency, you can also contact us via telephone:
(+537) 2045577 ext. 1435 from 9:00 AM to 6:00 PM, Monday through Friday, and for emergencies, please contact us via telephone/WhatsApp: (+535) 2680522.
- To receive the transfer service included in activities/excursions or packages with activities/excursions, you must indicate the hotels where you are staying (from those listed on the website).
- If travelers are not staying at a hotel, they can choose the hotel closest to their home (from those listed on the website) as their pickup point. Pickups will not be accepted at hotels whose location in the Historic Center or remoteness makes it difficult to meet group tour schedules on time.
- The departure times indicated represent the start time for hotel pickups, which will be staggered. These times may vary depending on the number of hotels and passengers to be picked up on the day. Guests should wait in the hotel lobby, where they will be called by the name listed on the reservation.
- The order of an excursion may be modified depending on external or atmospheric factors, or adjustments to the number of passengers on the day.
- For air, nautical, and/or overnight activities/excursions, each participant must present a passport/ID card.
- All activities/excursions, whether air, land, or nautical, do not guarantee connections to international departures.
- Programs that include vehicle driving (e.g., jeep safaris) require the client to carry a driver's license.
- Clients interested in diving programs must possess a diving certification or be willing to take/buy the introductory course.
- On scheduled tours, tourists are obligated to remain with the group and the guide. Those who, for personal interest, decide not to do so, do so at their own risk.
- The client is responsible for the safekeeping of their belongings and valuables during the tour. Cases of theft or loss of property, among other things, must be reported by the client to the nearest police station. Neither Solways nor the provider are responsible for belongings left behind on means of transportation or in non-hotel establishments.
- The client must be informed of and observe the requirements and demands of the various institutions they visit.
Discounts
Children under 1.99 years old travel FREE on all excursions/activities that allow infants. They only pay for purchases made directly at the facilities.
Payments - Cancellations - Refunds
Payments must be made in advance. Your credit card will be debited within 24 hours of booking. The charge will be in USD. If the client needs to change or cancel their travel plans, it is their responsibility to notify Solways Cuba in writing of such change.
Once payment has been made for the reservation, the following cancellation policy will apply:
- If you cancel 5 days before your reservation, Solways will charge a USD 15.00 administrative fee to the total amount paid for your reservation. During peak season (December 22 - January 3), other cancellation policies apply. For more information, please contact Solways Cuba directly.
- If you cancel less than 5 days before your reservation, you will be charged a 100% penalty. Only cancellations due to force majeure are exempt from this penalty.
- No-shows are subject to a 100% penalty.
Refunds will be issued only to the person who purchased the excursion/activity, who must provide the original reservation/payment documents.
Complaints
If you are not satisfied with any of the services received, please send your complaint to
[email protected]. Once received:
- Solways Cuba will forward the information received to the service provider for review.
- Once the necessary information has been received from the provider, Solways Cuba will inform the client of its decision.
- Important: The client is responsible for the safekeeping of their belongings and valuables during the tour. Cases of theft or loss of property or similar items must be reported by the customer to the nearest police station. Solways and the suppliers are not responsible for luggage and personal belongings left behind in transportation units and/or hotels.
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