Cuban journalist endures nightmare at hotel in Guardalavaca, Holguín: denied paid room and security is called

The experience of Cuban journalist Yoandris Cedeño Fonseca at the Starfish Guardalavaca hotel in the province of Holguín, from which he was expelled despite having a confirmed and paid reservation, highlights the incompetence and mistreatment of domestic customers that afflict the Cuban tourism industry.

The establishment, managed jointly by the company Cubanacán and the foreign chain Starfish, denied accommodation to the customer with a confirmed and paid reservation through Havanatur, following a difficult journey to the hotel.

The sales representative in charge, identified as María Isabel, claimed there was no availability and refused to implement the protocol that requires offering solutions in hotels of equal or higher category, reported the journalist himself through a comment on the website of the provincial station Radio Angulo.

Instead of providing assistance, the employee insisted on canceling the reservation and even called security to remove the guest from the premises, despite the travel agency confirming the validity of the reservation.

Only after the intervention of a national representative from Havanatur, around 10:00 p.m., was access to the hotel achieved, although the client had already missed the dinner included in their payment.

According to the complaint, management was notably absent. Neither the general director nor public relations offered any apologies. The only supervisor present, a Spanish citizen named Andrews, handled the situation without showing any interest. The sales representative, rather than correcting the issue, even went so far as to confront the customer with offensive remarks.

The situation I encountered there during my stay is that if the recovery of tourism depends on some incompetent people in the tourism sector of Holguín province, I believe we will not see the long-awaited return of the four million tourists we achieved in previous years, which greatly benefited a good moment for the Cuban economy,” the reporter emphasized.

In light of this situation, they asked: “How long do we have to continue tolerating the ineptitude and incompetence displayed by the staff at the Starfish hotel in Guardalavaca? Why the mistreatment of our own people? Why not treat national guests with courtesy and kindness in this situation as an invitation for their return?”

The situation reveals a pattern of mistreatment towards domestic tourism in a context where the number of foreign visitors has significantly decreased, and the authorities rely on the income from national clients in dollars.

However, the inability to guarantee a basic service such as honoring a paid reservation undermines any potential for customer loyalty.

The incident calls into question the commitment of the Cubanacán Hotel Group and the Starfish chain to professionalism and quality, while the lack of control and absence of corrective measures reinforce the feeling that incompetence continues to characterize the tourist experience in Holguín, one of Cuba's main tourist destinations.

The reports of Cubans facing discrimination and mistreatment in tourist establishments on the island, simply for being local customers, are recurring throughout the country.

In November 2022, the Cuban photographer and YouTuber Yander Serra reported that he was denied entry to the Hotel Capri.

A few months later, another complaint was reported about mistreatment at the Pernik hotel in Holguín. A user expressed dissatisfaction with the poor food service at the pool, delays, negligence from the waitstaff, and excessively high food prices.

Previously, a Havana resident reported the mistreatment he endured at the Kohly hotel in the Playa municipality while trying to use the gym at the facility.

But even foreign visitors do not escape poor service. In recent months, there has been a significant increase in complaints from foreign tourists reporting substandard conditions in Cuban hotels.

A Spanish citizen who traveled to Cuba between May 7 and May 11, 2025, to celebrate their honeymoon reported a disappointing experience at the Jardines del Rey hotel, located in Cayo Coco, Ciego de Ávila, and managed by the Spanish chain Meliá.

A Russian tourist staying at a five-star resort publicly denounced the deplorable condition of the complex. She also criticized the food, noting that fresh dishes were mixed with those from the previous day: “They treat tourists like pigs.” There was even a shortage of drinking water, which was only available in limited amounts and at an extra cost.

In December 2024, the Spanish Antonio Mora Ayora reported deficiencies at the Gran Hotel Casa Granda, a four-star hotel in Santiago de Cuba. He recounted that the establishment even lacked water and lemons to make lemonade, despite listing them on the menu. On social media, he criticized the inconsistency between the offered menu and the reality available.

One of the most serious cases occurred weeks ago at a resort in Varadero: the Canadian Breanna Peebles reported that she was drugged and woke up with signs of sexual assault and violence.

His testimony revealed security flaws in the hotel and an inadequate institutional response, which led the Canadian government to advise against traveling to the island.

In June 2024, a Canadian tourist publicly denounced the terrible conditions of 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.

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 increasing insecurity in tourist areas.

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 the widespread economic collapse.

Frequently asked questions about the mistreatment of tourism in Cuba and the situation of tourism on the island