Yanelys González Suárez, a Cuban mother, has reported the theft of 70,000 Cuban pesos (approximately $218 USD at an exchange rate of 1:320) at the Grand Memories Santa Maria hotel in Jardines del Rey, Cienfuegos.
According to her account, the incident occurred on August 8, coinciding with the day she was scheduled to leave the hotel and return to Serbia with her children, where she has lived for ten years. Each time she visits Cuba, she stays in hotels with her family and had never encountered any problems until this summer.
Yanelys González, her mother, and her two children stayed in room 5122 of the Grand Memories Santa Maria hotel from August 4 to August 8. On the night of the 7th, she packed her suitcase and placed the 70,000 Cuban pesos inside an Ikea bag at the bottom of her luggage, covering it with clothes. On the morning of August 8, the family got up to spend their last hours at the beach. The room was supposed to be vacated by 12:00 PM, but they decided to pay 2,000 pesos (almost a month's salary in Cuba) to the cleaning staff to allow them some extra time as they had a young child and found it difficult to leave at the scheduled time.
The housekeeper informed them that she would keep their luggage in the room until 1:00 PM as the next guest would arrive at 2:00 PM. The family returned to the hotel at 12:00 PM, showered in the room, and was ready to board the bus at 3:00 PM.
They arrived in Havana between 8:00 PM and 9:00 PM on August 8, four days before their flight to Serbia. It was on the morning of August 9 when Yanelys González Suárez realized that the 70,000 Cuban pesos had been stolen from the Jardines del Rey hotel.
Upon discovering the theft, she immediately called the hotel to report the incident. She was informed that no one had entered the room since her departure and that it was still vacant. "That's when I realized the housekeeper lied; she just wanted me to take my things and leave," explained this Cuban mother in a statement to CiberCuba.
A hotel employee named Yamilka, from Public Relations, told her they had cameras and could check who had accessed the room. They asked her to call back in two days. Forty-eight hours later, on August 11, Yanelys González called the hotel again and was told that they had clarified what had happened, but they couldn't provide any information until she filed a formal complaint. The issue was that she had a return ticket to Serbia on August 12 and didn't have time to file it.
As she had to return to her country of residence, Yanelys González left the complaint in the hands of her mother. "If I don't file the complaint, they keep the money because I am sure they all conspired to take it," she asserted.
To prevent such incidents from happening to others, Yanelys González attempted to leave a review of the Grand Memories Santa Maria hotel on Tripadvisor, detailing the theft of her money, but her comment was not accepted. Every time she tried to post it, an error occurred. She is now in Serbia but has not been able to recover her money or leave a negative review about the hotel online.
Her case is not an isolated incident in Cuban hotels. In 2019, a Dutch tourist reported the theft of 1,000 euros from a safe at the Hotel Nacional de Cuba.
In addition to thefts, there have been complaints such as the one made by Argentine TikToker Georgi, who highlighted the poor conditions at an all-inclusive hotel in Varadero, where the food buffet lacked variety, the pizza had no cheese, and the bread was "rock-hard."
Stories like these shed light on why Cuba's tourism sector is struggling to recover, failing to reach pre-pandemic levels despite neighboring countries like the Dominican Republic experiencing a tourism boom.
Addressing Theft and Safety Concerns at Cuban Hotels
In light of recent reports, many travelers are concerned about safety and security when visiting hotels in Cuba. Here are some frequently asked questions and answers that may help clarify these issues.
What should I do if I experience theft at a Cuban hotel?
Immediately report the incident to hotel management and ensure a formal complaint is filed. Also, contact the local authorities to assist in the investigation.
Are there any safety measures in place at Cuban hotels?
While some hotels have surveillance cameras and security protocols, the effectiveness of these measures can vary. It is advisable to take personal precautions, such as using room safes and keeping valuables secure.
How can tourists ensure their belongings are safe in Cuban hotels?
Tourists should keep valuable items in the hotel's safe, avoid leaving cash or valuables in the room, and be cautious when interacting with hotel staff. Reading reviews and choosing well-rated hotels can also help ensure a safer stay.