What was supposed to be a dream getaway under the Caribbean sun turned into a "traumatizing" ordeal for two Canadian families from Quebec visiting Cuba. Caroline Lefebvre and Stéphanie Meunier have publicly criticized the appalling conditions they encountered upon arriving at the Grand Memories Santa María resort, located in Cayo Santa María, Villa Clara.
The vacation was arranged through Sunwing Vacations, a major tour operator for travel packages between Canada and the island. CTV News, a Canadian media outlet, initially reported on the families' experiences, highlighting serious issues such as moldy and insect-infested rooms, broken showers, and a lack of basic hygiene supplies like toilet paper.
“The beds were filthy, not cleaned,” Meunier recounted, visibly distressed. They soon discovered bugs in the sheets and began noticing bite marks on their skin. “We were told, ‘It’s nothing. We’ll just change your sheets,’” Meunier explained to the media.
Seeking help, the families approached the hotel reception but were met with staff indifference rather than real solutions. Despite changing rooms twice, the conditions failed to improve, leaving them spending much of their vacation “in the hotel lobby trying to get assistance.”
Sunwing confirmed receiving reports of “bites attributed to bed bugs,” yet following an inspection claimed “no evidence” of insects was found. The company stated that medical inspections were offered but declined by the guests. As a precaution, sheets and towels were replaced twice.
Efforts to return to Canada earlier than planned were thwarted by a lack of available flights. “I had never traveled before. This was my first trip. And honestly, I’m traumatized,” Meunier concluded, 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 lamented, though they praised the quality of the beaches.
Wider Issues in Cuban Tourism
The experiences of Lefebvre and Meunier are not isolated incidents. An increasing number of tourists from Canada, Russia, Mexico, and other countries are reporting deteriorating conditions in Cuba’s tourist infrastructure.
Recent months have seen similar grievances, including complaints about poor hygiene, food shortages, neglected facilities, and customer service that borders on neglect. In a notable instance, journalist Mario J. Pentón shared a video from the Barceló Solymar hotel in Varadero, where a Cuban visitor highlighted bathrooms without toilet paper, lines to enter the lobby, and out-of-service elevators. “Five stars… and no toilet paper,” Pentón quipped.
A Mexican tourist humorously summarized her stay as a lesson in "Extreme Survival and Zen Philosophy Applied to the Buffet." Even Russian tourists have drawn comparisons between their experiences at Cuban resorts and Soviet-era shortages. A traveler at the Mojito hotel in Cayo Coco complained of dirty rooms, scarce and uninspiring food, and poor service, likening it to the "Soviet times of scarcity."
Official Warnings and Structural Decline
Despite the Cuban regime's efforts to bolster tourism infrastructure, the sector's decline is evident. In May 2024, the Canadian government updated its travel advisory for Cuba, urging citizens to exercise “a high degree of caution.” The advisory cited “chronic and severe shortages” of food, bottled water, medicine, and fuel.
The warning also highlighted mobility issues across the island due to a lack of public transport and taxis and raised concerns over the safety of women traveling alone, who might face harassment or even sexual assault in tourist complexes. By August, Canadian authorities updated the alert again to caution about seasonal operational risks, protests, and issues tied to widespread shortages and a tense political climate. “Violent crime is uncommon but does occur,” the advisory stated.
The Gap Between Official Propaganda and Reality
While the Cuban regime continues to market the island as a "safe and quality" destination, tourists' accounts tell a different story. The economic crisis, collapse of basic services, and mismanagement of facilities affect not just visitors but also the sector’s workers, who are often overworked and underpaid.
Cuba has long been a favorite destination for Canadian tourists, historically the largest group of visitors to the island. However, these incidents may signal a turning point in public perception regarding the safety, comfort, and actual value of vacationing in Cuba.
Key Questions About Traveling to Cuba
What are the main complaints from tourists visiting Cuba?
Tourists have reported issues such as poor hygiene standards, inadequate maintenance, food shortages, and indifferent customer service.
How has the Canadian government responded to these issues?
The Canadian government has updated travel advisories, urging citizens to exercise caution due to shortages and safety concerns.
Are there any safety concerns for solo female travelers in Cuba?
Yes, there are warnings about potential harassment or sexual assault risks for women traveling alone in tourist complexes.