A Cuban woman who had publicly exposed the bedbug infestation in a room at Havana's Deauville Hotel returned after the management invited her back to show that the issue had been addressed. Her initial complaint went viral on social media after she posted a video revealing the poor conditions of her accommodation. On Tuesday, Cuban content creator known as Esperanzita DC recounted how the hotel not only refunded her money but also contacted her with an offer for a new stay.
Upon arrival, she was taken to the same floor she had previously stayed on and verified that the entire level had been fumigated and sealed. The noticeable smell of chemicals and chlorine confirmed the treatment had taken place. The management outlined a three-stage follow-up plan to ensure the complete eradication of pests.
As an additional gesture, she was accommodated on the 14th floor, where the rooms have been remodeled and are more luxurious compared to the deteriorated conditions of the lower floors. The woman remarked that the rooms were "clean, fresh, and super comfortable," a stark contrast to her initial experience.
The hotel also treated the influencer and her partner to a meal at their restaurant, which she viewed as an effort to restore their public image. "The service was exceptional, and the food was delicious," she mentioned, although she admitted feeling watched by other guests and staff aware of the controversy sparked by her first video showing insects crawling on the mattress and her recounting past bites she initially attributed to mosquitoes.
The content creator emphasized that her intention was never to "destroy" or cause job losses, but to highlight a real problem. After being invited back, she felt it was fair to showcase the "after," emphasizing that Deauville's management acknowledged the issue and is working on solutions.
This incident has spurred debate on social media regarding the quality of tourism services in Cuba, a sector struggling with infrastructure decay, lack of maintenance, and a widespread economic crisis. "Word has it she's now promoting the hotel," one user commented. Another added, "Sure, they fumigated, but if you hadn't exposed it, it would still be infested with bedbugs and other pests."
For some, the hotel's response was seen as damage control, while others viewed it as evidence that public pressure can compel institutions to take action.
Bedbug Infestation Response and Customer Experience
What did the Deauville Hotel do in response to the bedbug complaint?
The Deauville Hotel fumigated and sealed the entire floor where the complaint originated. They also implemented a three-stage follow-up plan to ensure complete pest eradication.
How did the hotel's accommodations change after the complaint?
The woman was accommodated on the 14th floor, where the rooms have been renovated to be more luxurious and comfortable compared to the lower floors.
How did social media influence the hotel's decision to address the complaint?
The viral nature of the complaint on social media likely pressured the hotel to act swiftly in resolving the issue and improving their services.