We stayed there for 2 nights and it was awful : unfriendly staff, lift out of order, bad smell in the room, really a very old fashioned hotel which probably deserved 4* ages ago.
We booked half board and we had to eat in the area of the café - a lot a traffic passing the hotel.
Only positive remark is the location...
Good advice : don't go there !

For a four star hotel this doesn't come close to the mark. The staff are (uncharacteristically for Cuba) unfriendly and the food is really bad. The lift was out of order for the 3 days I was there which meant that the fifth floor terrace was off limits, and that you had to walk up and down to the rooms. The building itself is beautiful, or was in 1915, but is in disrepair, including in the rooms. My room was dark, even with the lights on, pokey and the bathroom floor, bath, basin, and bench were all so chipped and stained as to be unpleasant to use. Towels grey. Water on the floor in the bathroom that I suspected came from the toilet somehow. It rained or threatened rain on the days I was there so there was no laundry service available for the 3 days as the hotel doesn't have washing and drying machines, or so I was told. When it rained large common areas of the hotel leaked a lot. Not my room luckily! Try a casa particular in this city.

I first stayed in this hotel in 2002, was there again in 2004, 2005, and 2007. I could sense a decline during the 5 years as economic condtions got tougher.

The Casa Grande is still charming, the rooftop dining area is a definite plus, the terrace on upper ground floor is brilliant for people watching. The sounds and sights are great - not a place for peace and quiet. I have had different rooms during my various stays, was upgraded to a junior suite for and extra $10 once - well worth it.
The b&b basis is best option as dining here can be lonely at times... there are better places in town or with locals. I liked the security and the cleanliness here.
Always made a point to visit and stay while in Santiago de Cuba (but no more than 3 days). Its a good base to explore town take trips, go to the mountains, beach and for those that know their Cuban history well then it makes sense to stay here with great history right on the doorstep and in the nearby locality. It is more than 3 years since I was there - but these are my abbiding impressions.

I have only thus far spent one night at this hotel but countless times on its famous terrace or rooftop restaurant.

EL BUENO - this hotel has Santiago's most famous terrace overlooking Santiago's most famous square.
- also a rooftop restaurant/patio with a great view looking towards the bay.
- definitely in one of Santiago's best tourist locations.
- on calle Heredia you will find many art street vendors & the famous Casa de la Trova for live music day & night. A 5 minute walk up calle Aguilera and you will be at Plaza Delores. 5 more minutes and you will at Plaza de Marte.
- also close by is Casa de la Musica and a few other bars & restaurants.
- the hotel has more 2 or 3 computers for internet access. There is also a shop at street level under the Cathedral solely for internet access.
- the room was furnished well. You can see this hotel, the view from the terrace and one of the rooms in the video "Voyage Santiago de Cuba" on www.youtube.com starting at the 11 second mark and ending at 33 seconds.
- as close to old historic charm in Santiago as you will get.
- this hotel has another restaurant on the lobby level. While having a drink on the terrace you can also order food there.
- hotel security seems safe here, also with many police around this area.

EL MALO - for all that this hotel has to offer, you're going to definitely have to pay for it. Rooms here are near 3 times the price of the small but similar- styled hotel Libertad.
- the rooftop restaurant is great for atmosphere but also costly compared to other Santiago restaurants I've been to. The food as you can expect in Cuba isn't so special either.
- my room facing parque Cespedes was loud all night from action in the park below.
- just like hotels Las Americas & Libertad, you are not able to book package deals to this hotel. At least not from Canada.

PENSAMIENTOS - good to try the experience of a night or two here if you want to splurge.