The families attempted to return to Canada before the scheduled date, but there were no flights available.
MIAMI, United States. – Two families from Quebec reported that their vacation in Cuba — organized by the Sunwing Vacations agency — was “traumatizing” due to moldy rooms, insects in the bedding and out-of-service showers at the Grand Memories Santa María resort, according to a media report CTV News.
According to the travelers’ testimony, although Sunwing and the hotel changed their rooms on two occasions, the new stays did not improve the conditions indicated.
Stephanie Meunier, one of those affected, described the initial state of the room: “The beds were disgusting, they were not clean.” He added that “the showers didn’t work” and that “there was no toilet paper.” When he went to the front desk for help, he says they told him: “Oh, it’s nothing. We’re going to, you know, change your sheets.”
The families tried to return earlier than the scheduled date, but there were no flights available. Meunier assured that they spent a good part of the stay in the hotel lobby looking for solutions. “I had never been on a trip. It was my first. And, honestly, I’m traumatized,” she declared. He also expressed that he expects an apology and compensation from Sunwing.
In a statement sent to CTV NewsSunwing confirmed that Meunier and Caroline Lefebvre reported bites attributable to bed bugs. The company maintained that it offered medical assistance and a detailed room inspection: “A medical inspection was offered, but guests declined,” the company said.
“Upon a thorough inspection of the room, no evidence of bed bugs was discovered, but the hotel replaced sheets and towels twice as a precaution,” the agency also stated.
In May 2024, the Government of Canada asked the citizens of the country that they planned to visit Cuba “a high degree of caution.” According to the notice, Cuba faces “chronic and severe” shortages of foodbottled water, medical supplies, fuel and currency.
“The deficiencies are critical and affect a wide range of services,” said the Canadian Government, which also warned about the difficulties of traveling through the Island due to fuel shortage which directly impacts public transport and taxi services, leaving tourists with few options to get around.
Likewise, the Government mentioned the safety of women traveling alone, who could be subject to some type of sexual harassment, and recalled that incidents of sexual assault against Canadian women have been reported, including in beach resorts.
In August of this year, Ottawa updated its advisory on Cuba and highlighted seasonal operational and security risks. Among other points, he recalled that “crimes against visitors are generally low and violent crime is rare, but it does occur.”
In addition, it recommended “avoiding areas where demonstrations and mass gatherings are taking place,” “following the instructions of local authorities” and “following local media for information about ongoing demonstrations.”
