Incompetence at the Starfish Guardalavaca

For several years now, tourism has become Cuba’s main source of foreign currency. It guarantees the acquisition of supplies that sustain basic services in society. Such as the purchase of food, medicine, fuel, supplies for the education sector, among other products.

But today we’ll focus on the attention and protocols offered to domestic clients, or rather. We’ll address some of the many mistreatments and unpleasant experiences this reporter suffered at the new Starfish Guardalavaca hotel in the province of Holguin. This facility has dual management, being administered by Cubanacan, the Cuban side, and by the foreign Starfish chain.

But do you want to know what recently happened at this hotel?

Well, sit back and read carefully, because I can assure you that some Holguin residents have visited this hotel. At least once, and have experienced several disappointments and disappointments due to incompetence.

It’s true that we’re facing difficulties due to the economic, financial, and trade blockade. Which has caused shortages and deficiencies that undermine a pleasant stay in any of the hotels in our tourism industry. But to do so leaves much to be desired, and the enthusiasm for repeating a stay is the last thing we want.

I think that in the so-called smokeless industry of the largest of the Antilles, it’s about adding, not subtracting. Given the decline in foreign and domestic visitors during other tourist seasons.

The situation I found there during my stay is that if the tourism boom depends on a few incompetents in the tourism sector of Holguin province. I believe we won’t see the desired return of the four million tourists we achieved in previous years. Which greatly benefited the Cuban economy’s already strong momentum.

There are many tourism employees who are examples of professionalism. Although there are others whom I consider unsuitable for working in this industry. Where exquisiteness and good treatment are the hallmarks of a pleasant vacation and an invitation to return to Holguin.

I recently made a reservation to celebrate and spend a night at the Starfish Guardalavaca Hotel, where I arrived after making an online reservation.

The reservation was in this reporter’s name and was successfully completed online after the travel agency Havanatur charged the service, as confirmed by email.

When I arrived around 5:00 p.m. local time, after my trip had been made difficult by the critical transportation situation. The saleswoman, María Isabel, at the reception desk, informed me that there was no room at the hotel and said, “I’m very sorry, sir.”
I replied to the saleswoman, “But how can that be? You’ve booked this hotel for me.” I then continued my investigation, and although I know how to proceed in these cases. I told her, “Miss, you must accept my stay at both this hotel and another, or opt for a hotel transfer to a hotel with a higher category than what I paid for.

The difference in price must be paid by the hotel with capacity constraints, and the customer, for their part, is always right.”

María Isabel continued her poor service, maintaining that there was no room for my reservation and emphasizing that there was nothing she could do for me.

By 6:00 p.m., I felt powerless in the face of such mistreatment, insecurity, and perhaps other mood swings. I immediately contacted the Havanatur agency, and they confirmed that the reservation was correct from the main office.

María Isabel persisted in her insistence on canceling my reservation. In this case, protocol dictates processing, assistance, service, and waiting—treatment options that, apparently, even she herself is unaware of. However, the reality is that I was left out of my reservation, and the sales representative even called security to remove me from the facility.

After my personal communication, around 10:00 p.m., with the national Havanatur representative. Who called the hotel to demand that the sales representative accept my reservation. I was attended to and the situation was understood. However, it was already past dinner time, so I was unable to eat there.

Although foreign tourism has declined considerably in 2025, Cuban tourism is being offered these capacities in dollars to maintain the income of the so-called leisure industry. Also which is necessary to recover from the current economic crisis.

Given this situation, I ask myself: How long must we continue to tolerate ineptitude and incompetence like that of the saleswoman at the Starfish Hotel in Guardalavaca?

Why the mistreatment of our own people? Why not better serve our national guests with courtesy and kindness in this situation so that it becomes an invitation to return?

I suggest that the Cubanacan Hotel Group, along with all those involved in this unfortunate situation. Must verify the suitability and professional capacity of the employees to hold a position in a hotel in that tourism chain, and that they do more to provide friendly treatment.

They didn’t apologize to this guest, nor was there any warm approach to make up for the mistreatment I suffered there.

The general manager of the Starfish in Guardalavaca, the public relations department, or the company’s foreign representative, who was in Havana, didn’t appear.
Only a Spanish supervisor named Andrews, who treated me without much care, and in the case of the sales representative, María Isabel, who told me to mind my words and shouted countless words that I’d rather not mention.

I think a person like María Isabel shouldn’t hold that position and instead give it to other. More professional staff who would encourage the return of tourism to this facility.

It’s illogical that a tourist with a reservation arrives at reception and is expelled instead of accepting their reservation. This demonstrates inappropriate treatment and will result in fewer tourists receiving such mistreatment. I hope tourism managers make the right decisions in response to this journalistic criticism.

By: Yoandris Cedeño Fonseca

Radio Angulo
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