A Cuban woman named Thalía Soler shared a video this past Friday detailing her disappointing experience during a day trip to the Grand Hotel in Camagüey. This hotel, managed by the state-owned Islazul chain, promised amenities like a swimming pool, lunch, and entertainment, yet failed to deliver on these promises.
"I spent two months booking repeatedly just to enjoy the pool. In the end, everything was a disaster," Soler recounted in her video.
Upon arrival, her group discovered they couldn't bring outside beverages, and there were no food options available at the hotel, forcing them to leave and find food after already getting in the pool.
The supposedly included lunch was another letdown. Soler described the spaghetti portion as meant for five people and likened the pizza to "an old sandal people used to wear to carnival."
Additionally, the pool water was, in her words, "a mess," and the dishes provided were "grimy."
Despite the chaos, Soler acknowledged having fun due to her friends, but made it clear: "I won't be going back there ever again."
In the video description, she was even more blunt: "To the Grand Hotel? Never again. I wanted to go because I had fond childhood memories there with my family, but I seem to have forgotten this country keeps going backward."
Comments on the video echoed similar experiences. Many users agreed that the hotel has been declining for years, with the pool rarely in good condition and the food service consistently disappointing.
Others lamented that one of the few recreational spaces in Camagüey is in such a state, while some pointed out that the overall situation in the province leaves little room for better expectations.
Opened on May 22, 1938, and located in the city's Historic Center, the Grand Hotel of Camagüey is one of the province's most iconic establishments. It features 72 rooms, swimming pools for adults and children, a restaurant, a café, and four bars. Its TripAdvisor reviews are mixed: one entry has a 4.1 out of 5 rating from 118 reviews, while another holds a 3.2 out of 5 from 70 reviews, with recurring complaints about the pool, food, and maintenance.
Soler's case is not isolated. This summer, numerous Cubans have expressed dissatisfaction with hotels on the island.
One visitor described the Neptuno Hotel in Havana as "the worst day trip experience," mentioning power outages and murky water. In Varadero, a doctor paid $315 and returned more exhausted than before her trip. Another Cuban documented power outages and water shortages at a four-star hotel in the same area.
The deterioration is part of an unprecedented structural crisis. Prime Minister Manuel Marrero Cruz told the National Assembly in late July that 73% of the country's hotel facilities remain closed, and around 25,000 workers are currently unemployed.
Between January and June, Cuba welcomed only 387,591 international visitors, a 60.7% decrease compared to the same period last year, with hotel occupancy plummeting to 21.5%.
FAQs on Cuba's Hotel Service Crisis
What are the main issues faced by guests at Camagüey's Grand Hotel?
Guests have reported problems such as poor food quality, lack of available amenities, and inadequate maintenance of facilities, particularly the swimming pool.
How is the current state of Cuba's hotel industry affecting tourism?
The hotel industry in Cuba is experiencing a significant decline, with many facilities closed and a drop in international visitors, leading to decreased tourism and economic challenges.
What has the Cuban government said regarding the hotel industry crisis?
Prime Minister Manuel Marrero Cruz has acknowledged the crisis, noting that a large percentage of hotels remain closed and many workers are unemployed due to the downturn.