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What was promised to be a paradise escape under the Caribbean sun turned into a "traumatizing" experience for two Canadian families from Quebec who traveled to Cuba.
This is how Caroline Lefebvre and Stéphanie Meunier describe it, who publicly denounced the deplorable conditions they encountered upon arriving at the Grand Memories Santa María resort in Cayo Santa María, Villa Clara.
The vacation was organized through the tour operator Sunwing Vacations, one of the most active agencies offering vacation packages between Canada and the island.
The story, initially reported by the Canadian outlet CTV News, reveals a number of serious failures in the accommodation: from rooms with mold and insects to broken showers and a lack of basic hygiene items such as toilet paper.
"The beds were dirty, they weren't clean," Meunier recounted, looking visibly upset. Shortly after, they encountered bugs on the sheets and started noticing bites on their skin.
“They told us, ‘It’s nothing. We’re going to change the sheets for you.’”
Families, desperate due to the situation, went to the hotel reception. However, they claim that instead of finding real solutions, they were met with the indifference of the staff.
“And they told me: ‘It’s nothing. We’re just going to, you know, change your sheets’”, Meunier explained to the mentioned outlet.
The rooms were changed twice, but the conditions did not improve. The account indicates that they spent a large part of their vacation “in the hotel lobby trying to get help.”
Sunwing, for its part, confirmed that it received reports of "bites attributed to bed bugs," although after an inspection, it stated that "no signs" of insects were found.
"A medical inspection was offered, but the guests declined it," the company explained in a statement. As a precautionary measure, the sheets and towels were replaced on two occasions.
Despite their efforts to return to Canada before the scheduled date, there were no flights available.
"I had never traveled before. This is my first trip. And, honestly, I am traumatized", concluded Meunier, who is now demanding a formal apology and financial compensation from Sunwing.
"We just wanted to enjoy the beach with our families. But it was anything but relaxing," they concluded, although they did praise the quality of the beaches.
A broader problem
The case of Lefebvre and Meunier is not an isolated one. An increasing number of tourists—from Canada, Russia, Mexico, and other nationalities—are reporting the deterioration of tourist infrastructure in Cuba.
In recent months, similar experiences have been documented: complaints about lack of hygiene, food shortages, deficiencies in facility maintenance, and customer service that borders on neglect.
In one of the most striking examples, journalist Mario J. Pentón recently shared a video from the Barceló Solymar hotel in Varadero, where a Cuban visitor showcased bathrooms without toilet paper, long lines to access the lobby, and elevators out of service.
“Five stars… and no toilet paper”, the communicator joked.
Another Mexican tourist summarized her experience in a review with a tone of both mockery and resignation: “Staying there should grant university credits in Extreme Survival and Applied Zen Philosophy to the Buffet.”
Even Russian tourists have compared their stays at Cuban resorts to the Soviet era.
A traveler at the Mojito hotel in Cayo Coco reported dirty rooms, scarce and dull food, and poor service.
"Like in the Soviet times of scarcity," she declared.
Official warnings and structural decline
The deterioration of tourism in Cuba, despite the regime's increasing efforts to enhance tourism infrastructure, is a widely held perception.
In May 2024, the Government of Canada updated its travel advisory for Cuba, recommending that its citizens exercise a "high degree of caution."
Among the highlighted risks were the "chronic and severe shortage" of food, bottled water, medicine, and fuel.
The warning also highlighted the mobility challenges on the island due to the lack of public transport and taxis, as well as the safety of women traveling alone, who may encounter harassment or even sexual assaults within tourist complexes.
In August of this year, the Canadian authorities updated their alert once again to warn about seasonal operational risks, protests, and other issues related to widespread shortages and an increasingly tense political climate.
“Violent crimes are rare, but they do occur”, read the notice.
The contrast between official propaganda and reality
While the Cuban regime continues to promote the island as a "safe and high-quality" destination, tourists' testimonies contradict that narrative.
The economic crisis, the collapse of basic services, and the neglect in facility management affect not only visitors but also workers in the sector, who are often overworked and underpaid.
Cuba used to be one of the preferred destinations for Canadian tourists, who historically have made up the largest group of visitors to the island.
However, these episodes could mark a turning point in public perception regarding safety, comfort, and the actual value of vacationing in Cuba.
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