The Cuban content creator Esperanzita DC (@esperanzitadc_) posted a video in which she recounts the unpleasant moment she experienced when visiting one of the most famous restaurants in Havana and finding a cockroach just as she was about to enjoy her dessert.
“The cockroach that ruined my review,” titled the influencer in her post, where she describes in detail what happened while dining at restaurant La Torre, located in the FOCSA building in El Vedado.
“Some of my followers recommended La Torre restaurant and everything seemed great. The place was beautiful. The atmosphere was pleasant. The service was a 10, but when the dessert arrived, I found a dark little leg embedded in my sweet, which was clearly from a cockroach,” she explained.
After alerting the waiter, he apologized and took the plates away, but there was no further response from the establishment.
"We waited 20 minutes for a manager to come, someone to give us an explanation, but nobody showed up. It was as if they had swept the problem under the rug," the influencer criticized.
Subsequently, she requested the complaint book and documented the incident in writing, including her name and her status as a content creator. In her testimony, she also criticizes the attitude of the alleged manager, who appeared defensive and brought “a yellow sheet with a hair inside,” implying a different version of the problem.
"Can a mistake happen in the kitchen? Unfortunately, yes. What shouldn't happen is indifference, being left for 20 minutes, and being treated with more suspicion than concern," he noted in his video.
Furthermore, Esperancita provided a series of recommendations for those facing similar situations: “1. Take photos as evidence. 2. Demand to speak with the manager. 3. Request the complaints book. 4. Don’t hesitate to share your experience.”
The influencer's video has resonated strongly with her followers, who recall that this is not the first time Esperanzita DC has reported irregularities in Cuban tourist facilities.
Recently, it went viral after showcasing bedbugs in a room at the Deauville Hotel, also in Havana. Following her complaint, the hotel offered her a new stay and revealed that they had implemented a sanitation treatment throughout the affected floor.
The current situation at restaurante La Torre calls into question the hygiene protocols and crisis management of the establishment.
"What was supposed to be good, nice, and affordable ended up being a lesson in what customer service should never be," the influencer concluded.
Frequently Asked Questions About Hygiene in Restaurants and Hotels in Cuba
What happened at the restaurant La Torre in Havana?
The influencer Esperanzita DC found a cockroach in her dessert while dining at the famous restaurant La Torre, located in the FOCSA building. Despite informing the staff, she did not receive an appropriate response, prompting her to submit a formal complaint in the complaint book.
How does the restaurant La Torre handle customer complaints?
According to the account of Esperanzita DC, the restaurant showed indifference to her complaint about finding a cockroach in her dessert. Despite waiting 20 minutes for an explanation, no manager came forward to address the situation, which reflects poor crisis management on the part of the establishment.
What recommendations did Esperanzita DC give for similar situations in restaurants?
Esperanzita DC suggested taking photos as evidence, requesting to speak with a manager, asking for the complaint book, and not being afraid to share the experience. These actions can help customers better handle unpleasant situations in restaurants.
What is the hygiene situation like in hotels in Cuba according to recent experiences?
Various testimonies, including those from Esperanzita DC and international tourists, indicate hygiene issues in Cuban hotels, such as the presence of bedbugs and cockroaches. These complaints reflect deficiencies in the maintenance and management of tourist facilities in the country.
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