A Russian tourist has openly criticized her disappointing stay at a supposed five-star hotel in Cuba. What she envisioned as a luxurious vacation quickly turned into an encounter with subpar conditions, highlighting the significant downturn in the island's tourism sector. In a conversation with Russian outlet ABN 24 News, the woman expressed her irritation at discovering the so-called high-end resort was essentially "falling apart," though she did not specify which hotel she stayed at.
"The faucets leaked, hairdryers didn't work, and the common areas were visibly filthy," she stated. The constant presence of insects only added to her frustration. However, it was the food quality that left a lasting impression. She remarked, "They mix fresh dishes with those from previous days. Tourists are treated like pigs."
Adding to her grievances was the limited access to drinking water—only 1.5 liters per room daily, with more available only at an extra cost of two or three dollars. "Even water wasn't included. I felt cheated," she admitted.
Growing Discontent Among Tourists
Complaints about services in Cuba are not new, but their frequency and severity have intensified in recent years. Many visitors report declining hotel infrastructure, poor food quality, unhygienic conditions, and unprofessional service, even in five-star establishments.
These frustrations are echoed by frequent travelers who have witnessed a steady decline in the Cuban travel experience despite high costs. In June 2024, a Canadian tourist labeled his stay at Barceló Solymar in Varadero as his "worst experience ever," citing raw food with stones, deteriorated rooms, and inattentive service. Later, in December, a Spanish tourist criticized the iconic Casa Granda hotel in Santiago de Cuba for a lack of basic amenities like water and lemons, and a menu that did not match what was served.
Health and Safety Concerns
In addition to service issues, health and safety incidents have raised alarm. A Canadian tourist suffered a hip fracture in Holguín in February 2025 and faced inadequate sanitary conditions and communication barriers during her care. Meanwhile, Australian influencers reported being extorted in Havana after being lured into buying overpriced mojitos. Concerns about rising crime are also mounting, with reports of assaults on Russian tourists and thefts from Colombian visitors in the capital.
These accounts reflect a structural crisis tarnishing Cuba's image as a tourist destination. While the government continues to promote tourism as a vital revenue source, the experiences of those visiting the island reveal stark contradictions: outdated facilities, shortages of basic supplies, high prices, and a service quality far from what is promised.
Visitors' dissatisfaction adds to the frustration of many Cubans who observe the country's attempts to maintain an unsustainable tourism model amid a widespread economic collapse.
Common Issues Facing Tourists in Cuba
What are frequent complaints from tourists about Cuban hotels?
Tourists often complain about the deteriorating hotel infrastructure, poor food quality, lack of hygiene, and unprofessional service even in five-star establishments.
Why are tourists concerned about health and safety in Cuba?
Health and safety concerns include inadequate medical care, language barriers in emergencies, and increasing crime rates, with incidents of assault and theft reported by tourists.
How does the Cuban government view tourism?
The Cuban government sees tourism as a key source of income, but the experiences of visitors often reveal a disconnect between government promises and the actual conditions.