Horrendous doesn’t cover it!
Mar 20, 2021 Lllaurs San Francisco
Don’t book this hotel, don’t book with TUI, and most of all, don’t travel to Cuba from the UK.
I had visited this hotel 5 years ago, and the standards have dropped dramatically since then. It is dated and dirty, and the food is not nice.
When we arrived in Cuba, my partner and 7 others on our flight tested positive for COVID. They were all…
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Don’t book this hotel, don’t book with TUI, and most of all, don’t travel to Cuba from the UK.
I had visited this hotel 5 years ago, and the standards have dropped dramatically since then. It is dated and dirty, and the food is not nice.
When we arrived in Cuba, my partner and 7 others on our flight tested positive for COVID. They were all negative on departure and all had no symptoms. They were sent to quarantine for 7 days. They got out after 3, by pushing for another test and all tested negative... This appears to be a money making scam by the Cuban government, using our insurance to make money on ‘medical bills’. It’s outrageous, and if you choose to travel to Cuba once the lockdown is over, you risk being caught up in this too.
When my partner was taken to quarantine, I was told I was moving to another room and had to isolate for 5 days, then test negative again (as I had on arrival). The room I was moved to was not clean. I had security at the front of my room, and outside my door so I couldn’t leave (not that I would have). I had to wait hours for food and drink, with no menus to be able to know what I could order. The food was bad. Empty plates and rubbish was then left outside my room for hours, days. I asked for clean towels for days before these arrived. The list goes on.
A manager called Laticia was ‘looking after me’ but I constantly struggled to get in touch with her. When I heard that my partner had tested negative and was coming back after 3 days, I spoke to the manager Laticia who told me I did not need to test again, as my partner was clearly never positive, and I could leave my room once he arrived back at the hotel. This was great news, as it meant we could enjoy the final 3 days of our holiday and try to get over the stress we had experienced.
However, the next day Laticia told me that this information was incorrect, and the doctor at the hotel would not allow me to leave without another test. She denied giving the information she had the previous day. She also told me that we had missed the last journey of the day taking tests to the laboratory and sowould not get results until 2 days later. I was fuming. She had lied, denied, and I was now not going to be released from my room. She agreed that I could have my test done and these would be taken to the laboratory by the hotel car (my suggestion). Results should then come back the following day.
The next day, Laticia said she was leaving at lunchtime but would be back the following evening. I would be out of my room by that point and she would come and find me. She was leaving me in the care of another manager who would keep me updated about the test results. I never saw or heard from him again.
The results eventually came back 2 days later, 24 hours before the end of our holiday. Negative of course, as I’ve said before neither of us ever had Covid. The last day of our holiday was a whirlwind of trying to enjoy what we had not been able to for the week, and trying to reduce our anxiety levels.
Laticia really made our stressful experience worse than it needed to be. Her incorrect information meant more time stuck in our room, on what was supposed to be a relaxing holiday after a very tough year. We never saw her again, even after she should have returned, and I honestly think she kept out of the way so that she didn’t have to deal with us.
It was poor service from start to finish, and the ‘managers’ at this place are useless cowards.
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