A Russian tourist publicly reported her bitter experience at a five-star hotel in Cuba, where she expected to enjoy a luxurious vacation but ended up facing deplorable conditions that highlight the deep crisis in tourism on the island.
The woman, interviewed by the Russian media ABN 24 News, recounted with indignation how what seemed to be a high-standard resort was, in reality, a place "in ruins," although she did not specify the hotel where she stayed.
“The faucets were leaking, the dryers were not working, and the common areas were visibly dirty”, he stated. Additionally, there was a constant presence of insects, a detail that ultimately tested his patience.
But what particularly struck her was the quality of the food. “In the kitchen, fresh dishes were mixed with those from yesterday and the day before. They treat tourists like pigs,” she declared, upset.
The woman also complained about the limited access to drinking water. Only 1.5 liters per day per room, an amount that was only guaranteed to those who paid an additional two or three dollars. “Not even water was included. I felt cheated,” she confessed.
The complaints from tourists regarding services in Cuba are not new, but in recent years they have become more frequent, more visible, and more serious. The testimonies consistently point to a progressive deterioration of hotel infrastructure, poor food quality, lack of hygiene, and unprofessional treatment, even in establishments boasting a five-star category.
These complaints come not only from occasional visitors but also from frequent tourists who have witnessed how the travel experience to Cuba has deteriorated despite the high cost.
In June 2024, a Canadian tourist publicly denounced the terrible conditions at the Barceló Solymar hotel in Varadero, describing his stay as "the worst experience of his life". He complained about raw food with stones, worn-out rooms, and inattentive service.
Months later, in December, a Spanish tourist highlighted the shortcomings of the iconic Casa Granda hotel in Santiago de Cuba, where there was neither water nor lemons, and what was listed on the menu did not match what was actually served.
These complaints are joined by those of Russian tourists, who have repeatedly expressed their dissatisfaction with the quality of food in hotels and the treatment received, to the extent that Russian media has advised its citizens to avoid accommodations with Cuban chefs.
Other more serious incidents have included health and safety issues. In February 2025, a Canadian tourist suffered a hip fracture in Holguín and was treated in poor sanitary conditions, with communication barriers and a lack of medical follow-up.
On the other hand, Australian influencers reported in May of the same year having been victims of extortion in Havana after being lured into consuming expensive mojitos.
There have also been reports of assaults on Russian tourists in the capital and thefts from Colombian visitors, incidents that have raised concerns about the growing insecurity in tourist areas.
These testimonies highlight a structural crisis that impacts Cuba's image as a tourist destination. While the government promotes tourism as a key source of revenue, the experiences of those who arrive on the island reveal deep contradictions: outdated facilities, scarcity of basic supplies, high prices, and a quality of service that falls far short of what was promised.
The outrage of visitors adds to the frustration of many Cubans who see how the country is trying to maintain an unsustainable tourism model amid widespread economic collapse.
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