Journalist Criticizes Coppelia's Service: "Hollow Ice Cream Is Nothing New"

The iconic Coppelia ice cream parlor in Havana has recently come under fire in a report by state journalist Mario Herrera from Canal Habana. Attempting to capture the current state of the service, Herrera was denied permission to film inside the establishment. "Last Friday, I wasn't allowed to record inside. It seems that in this era of smartphones and social media complaints, state channel cameras require permits, which are granted but with prior notice," Herrera remarked during his TV segment.

Herrera nostalgically recalled Coppelia's golden days in the '80s and '90s. "I visited many times as a child in the '80s when they provided excellent service from morning until 2 a.m., just like their ice cream. Things changed in the '90s, but it survived against all odds, despite shortages," he reminisced.

Following its renovation and reopening in February of this year, Herrera anticipated improved service, but his experiences were contrary. "I thought there might be some positive change. However, colleague Ricardo Gómez warned on social media with a photo from his phone about a decline in service shortly after reopening. Trying to verify this without prior notice was my goal, which I couldn't fulfill," he stated.

Discussing the product offerings, Herrera noted, "I won't comment on the variety of flavors since the menus showed at least five, which is quite good these days. That aspect depends on supplies and production not sourced from this facility." Nonetheless, he lamented the persistent issues with both ice cream quality and service: "Hollow ice cream is unfortunately nothing new. These deep-rooted problems have causes that go beyond just who is serving."

Herrera's observations add to previous criticisms about Coppelia's situation post-reopening. Days earlier, journalist Ricardo Gómez took to Facebook to criticize the poor quality of the ice cream and reduced portion sizes compared to the first day of service. "Just a month after reopening, the decline in Coppelia's service is noticeable. The salad on the right was what I was served on opening day, February 5th. It was very good, I said then. The one on the left is what I sent back today—no syrup, no cookie crumbs, and most unfortunately, only the top scoop was complete; the ones below were less than a third full. The price remains unchanged," he wrote.

Since reopening, the ice cream parlor has sparked mixed reactions. Broadcaster Laritza Camacho shared her impressions on social media: "If you thought Coppelia was bad, you can keep thinking that. If you believed Coppelia was good, you can keep believing that." She highlighted the ongoing structural issues and that despite ads for multiple offerings, only two ice cream flavors were available.

Prior to these accounts, another customer reported issues with hygiene and customer service at Coppelia. On Facebook, a user shared finding a hair in their ice cream and received rude treatment from staff. The February reopening had raised expectations after three months of renovations, during which the Ministry of Domestic Trade (MINCIN) promised infrastructure improvements and new electronic payment methods. However, complaints about service quality, lack of supplies, and high prices have persisted since then.

When Coppelia reopened, its prices shocked patrons. Ice cream scoops jumped to 25 pesos each, and a mixed salad reached 155 pesos. Additionally, sales were limited to two specialties per person, which upset consumers. At the time, state media praised the parlor for offering a wider variety of specialties and digital payment options. Yet, reality has shown that flavor availability remains limited, and criticisms of the service have escalated.