Barceló Solymar in Varadero Criticized for Poor Conditions: A Glimpse into Cuba's Tourism Crisis

The Cuban journalist Mario J. Pentón recently highlighted a complaint from a Cuban tourist about the poor conditions at the Barceló Solymar hotel in Varadero. Despite being marketed as a five-star resort, the experiences of many guests suggest otherwise. Through a video posted on his X account (formerly Twitter), Pentón showcased scenes from the hotel's lobby, where numerous people were left waiting since noon without access to their rooms.

"Don't be fooled by the hotels in Cuba, look at this—since 12 PM everyone is stuck outside... and this is the Barceló Solymar, a five-star hotel," the video creator remarked as he navigated the common areas. The footage, titled "The last straw," revealed leaky ceilings, elevator queues, bathrooms lacking toilet paper, and a general state of disarray at the reception.

“It’s almost 3 PM, and they still haven’t let anyone in,” the disgruntled guest noted, highlighting structural issues plaguing Cuba's tourism sector: poor maintenance, supply shortages, and a focus on appearances rather than service. Although the hotel maintains an average rating of 3.5 out of 5 on TripAdvisor, recent reviews paint a different picture. Many travelers describe their stay as frustrating, citing significant lapses in cleanliness, service, and food quality.

One Mexican visitor sarcastically commented that staying there “should earn college credits in Extreme Survival and Zen Philosophy Applied to Buffets.” Her account mentioned deteriorated rooms, malfunctioning air conditioning, scarce water, and food that seemed like “a mandatory initiation test for every guest.” She recounted finding stones in her rice, long breakfast lines, and what she called “invisible service with a diploma.”

Other guests echoed similar sentiments. From Miami, a customer reported being removed from a restaurant table “because it was reserved,” despite there being no indication of this. He also claimed that waitstaff discriminate against Cubans, especially those unable to tip. “Instead of a vacation, it felt like a martyrdom,” he wrote.

Visitors from Uruguay labeled their experience as “horrible”: “dirty hotel, awful food, disastrous logistics, terrible conditions.” Another traveler was more blunt: “Hellish place, bad drinks, dirty rooms, too hot, ugly, and neglected hotel.” Complaints also included damp towels, broken elevators, spoiled food, and endless lines to access the restaurant. A recent guest lamented the beans as “disgusting” and accused the hotel management of “turning a blind eye” to the decay.

Even among the few moderately positive comments, such as one acknowledging a pleasant pool and some daily activities, the sense of neglect prevailed. “Housekeeping never changed our sheets. Mosquitoes were everywhere, and the air conditioning only worked in the room. It’s nothing like a four or five-star hotel,” one guest wrote.

The case of Barceló Solymar underscores the deep crisis in Cuban tourism—a sector that the government promotes as an economic engine but faces shortages of basic supplies, inadequate staff training, and a loss of international standards. Online complaints and testimonials reinforce a growing perception: behind the “all-inclusive” sign, the reality is starkly different.

For many visitors, Barceló Solymar no longer represents the Caribbean paradise of the past but a portrait of the collapse of a tourism model that was once a national pride. “Don’t be deceived,” warned the disappointed customer. His words echo among hundreds of travelers who, after paying international rates, leave Barceló Solymar with one conclusion: in today’s Varadero, the last thing the ship brought was disappointment.

From "All-Inclusive" to "Nothing Available": Varadero's Hotels Under Fire

Complaints about Cuba's tourism conditions are not isolated incidents. In recent months, dozens of foreign visitors—primarily Canadians—have reported the deterioration of hotel facilities, food shortages, and increasingly poor service at the country’s resorts.

In June 2024, Canadian citizen Joe Eastcott shared his experience at the same Barceló Solymar – Occidental Arenas Blancas on social media, describing it as “the worst experience of his life.” Eastcott posted photos of “raw and stony” food, broken furniture, and closed bars, claiming that “most days it was impossible to eat within the hotel.” He also reported receiving only one bottle of water per day, with snacks consisting of stale bread or an uncooked hot dog.

In response to the mounting criticism, in November 2024, the Barceló Group attempted to refute claims of food scarcity in its Cuban hotels by posting photos on Facebook of a “well-stocked” buffet at the Varadero resort. “Shortages in Cuba? Not at this moment,” wrote a company representative, sparking controversy by contradicting the accounts of hundreds of travelers.

The Spanish group’s defense contrasted with the reality described by tourists and international organizations: according to the Cuban Observatory of Human Rights, 89% of Cuban families live in extreme poverty, and food and supply shortages also impact the tourism sector, which operates under severe economic and energy pressures.

The Canadian agency Sunwing Vacations Group, one of the main operators sending tourists to the island, confirmed having removed 26 Cuban hotels from its catalog due to quality issues and deteriorating services. “Tourists want transparency and not surprises,” stated their marketing director, Samantha Taylor, explaining that they now promote alternative destinations in the Dominican Republic, Honduras, the Bahamas, and Colombia.

In March 2024, another visitor identified as Brayan posted a review on TripAdvisor about the Hotel Arenas Blancas, also managed by Barceló, describing similar deficiencies: lack of hygiene, shortages of basic supplies, poor staff attention, and discrepancies between online promotions and the hotel’s reality. “In five days, they only changed the sheets once, and the food doesn’t meet the level of a supposed first-line resort,” he wrote.

These complaints are part of a structural crisis in Cuban tourism, combining infrastructure wear, supply shortages, the exodus of skilled workers, and frequent power outages. Although the government continues to present tourism as its main economic driver, the confidence of international travelers—especially Canadians, their most important market—has plummeted.

More and more testimonies point to the same conclusion: Varadero’s hotels, once symbols of Caribbean luxury, now face a decline that even foreign chains struggle to conceal. While the Barceló Group denies the shortages, tourists continue to reveal through videos and reviews a reality of queues, blackouts, low-quality food, and collapsed services.