Cuban Journalist Faces Nightmare at Guardalavaca Hotel: Denied Paid Room and Security Called

The ordeal experienced by Cuban journalist Yoandris Cedeño Fonseca at the Starfish Guardalavaca hotel in Holguín province, where he was ejected despite having a confirmed and paid reservation, highlights the incompetence and mistreatment of local customers that plague Cuba's tourism industry. This hotel, managed jointly by the Cubanacán company—part of GAESA, the Cuban military's business empire—and the foreign chain Starfish, refused accommodation to a guest with a confirmed booking made through Havanatur, after a challenging journey to the hotel.

Maria Isabel, the commercial manager, claimed there was no availability and refused to apply the protocol requiring solutions in hotels of equal or higher category, as reported by the journalist on the Radio Angulo provincial station's website. Instead of assistance, the staff pushed for canceling the reservation and even called security to remove the guest, despite the travel agency confirming the reservation's validity. Only after a national Havanatur representative intervened around 10:00 p.m. was entry to the hotel granted, though the client had already missed the dinner included in the payment.

The incident underscores a pattern of poor treatment towards domestic tourism at a time when foreign visitors have significantly decreased and authorities rely on revenue from national clients paying in dollars. The inability to ensure basic services like honoring a paid reservation undermines any chance of fostering loyalty.

The hotel management was notably absent during the incident. Neither the general manager nor the public relations team offered apologies. The only supervisor present, a Spanish citizen named Andrews, handled the case with apparent disinterest. Instead of correcting the issue, the commercial manager even confronted the customer with offensive remarks.

Tourism Industry Struggles Amid Mistreatment Allegations

The journalist remarked, "If the tourism revival relies on some inept individuals in Holguín's tourism sector, I doubt we'll see the return of the four million tourists we achieved in past years, which greatly benefited Cuba's economy." He questioned, "How long must we endure incompetence like that of the Starfish Guardalavaca hotel's commercial manager? Why mistreat our own people? Why not treat local guests with courtesy to encourage return visits?"

Reports of Cubans facing discrimination and mistreatment at tourist centers for being local customers are widespread across the island. In November 2022, Cuban photographer and YouTuber Yander Serra was barred entry to the Hotel Capri. Months later, another mistreatment complaint emerged from the Pernik hotel in Holguín, where a user lamented poor poolside service, delays, neglectful waitstaff, and exorbitant food prices.

Even foreign visitors are not immune to poor service. Recently, there's been a noticeable increase in complaints from international tourists about substandard conditions in Cuban hotels. A Spanish traveler, visiting Cuba for his honeymoon between May 7 and 11, 2025, reported a disappointing experience at the Jardines del Rey hotel in Cayo Coco, managed by the Spanish chain Meliá. A Russian tourist, staying at a five-star resort, publicly criticized the complex's subpar condition and the mixing of fresh and leftover food: "They treat tourists like pigs." Even potable water was scarce, available only for an additional charge.

International Visitors Also Suffer From Poor Service

In December 2024, Spanish national Antonio Mora Ayora reported deficiencies at the Gran Hotel Casa Granda, a four-star establishment in Santiago de Cuba, noting a lack of water and lemons for lemonade despite their presence on the menu. He criticized the discrepancy between the menu offerings and actual availability on social media.

One of the most severe incidents occurred weeks ago at a Varadero resort. Canadian Breanna Peebles reported being drugged and waking up with signs of sexual assault and violence. Her account exposed security flaws at the hotel and inadequate institutional response, leading the Canadian government to advise against travel to the island.

In June 2024, a Canadian tourist publicly criticized the dire conditions at the Barceló Solymar hotel in Varadero, describing his stay as "the worst experience of his life." He complained of undercooked food with stones, dilapidated rooms, and inattentive service.

Additionally, there have been reports of assaults on Russian tourists in the capital and thefts from Colombian visitors, raising concerns about growing insecurity in tourist areas. The frustration of visitors adds to the dismay of many Cubans as the country struggles to maintain an unsustainable tourism model amid a widespread economic collapse.