Fred G.
Accommodation not as discussed.
I just left the following on "Tripadvisor" and could certainly add a great deal to it following the previous review I just read on this site. There are many similar aspects that we also experienced, and would concur with the review. The director introduced sarcasm, and we felt, was most unprofessional, in the defense of the company. We were not offered any compensation for the significant shortening of our 9 day tour. "My wife and I just returned early from a trip to Cuba with Cultural Island Travel. While some cultural aspects of the tour were as advertised, we were disappointed with the tour guide, who was far too reserved and non informative. Our 4.5 hr drive to Trinidad was in a classic 1950's car, totally unsuitable for the poorly maintained roads and driven at speeds that quite literally scared us. The accommodation tendered in Trinidad was not as discussed, and after consternation, upgraded, but when the same situation occurred upon our return to Havana, we were told that any change in accommodation would be totally at our own cost, no credit for amounts already paid, and the costs were exorbitant. We terminated our trip after 6 days of a 9 day tour. Management were unsympathetic in resultant correspondence." In reply to SHABI's response below: 1) I used the words NON INFORMATIVE......not UNINFORMED. There is a significant difference, and this is not the first time Shabi has either deliberately or inadvertently changed the intended meaning of my written word. It makes any further discussion a waste of effort. 2) I invite any person to view the residence in Trinidad and compare it to the pictures on the included link. The dark, dreary, dusty residence bears little resemblance. 3) Shabi has ignored simple accounting principles of credits. She quotes the cost of the Hotel, but ignores the credit for the B&B, similarly, quotes the cost of the ticket exchange, and did she expect us to stay another 3 days without accommodation quoting it was our choice, yet no credit is mentioned for the 3 nights accommodation, meals, tours and supervision paid for in the cost of the tour. I will let the reader judge the competency and professionalism of the company.
Response from Cultural Island Travel - Travel To Cuba LegallyOct 9, 2017
Dear Fred, I am sorry to hear that you did not enjoy your trip to Cuba, and I would be more than happy to address your concerns below. Trinidad is one of the most beautiful places in Cuba and yes, the drive from Havana can feel long. Despite the distance, we (and countless other Cuba tour companies) strongly feel that Trinidad is worth visiting for its rich history, charming landscape, and thriving culture. The visit there is typically a highlight for clients (as evidenced by other reviews on this very page), and the roads are by no means unsafe. In your email to me on October 5th at 8:20AM, you wrote: “The 5 hour drive each way in an inappropriate car at excessive speeds for the conditions certainly made the trip one that we would not recommend.” The distance between Havana and Trinidad is 195 miles. If it took you 5 hours (as you said in your email to me, and then changed for this review) then you were traveling at an average of 40 miles per hour. While I truly am sorry that going at this speed made you feel scared, we do not consider this velocity to be unsafe or excessive. None of our drivers at CIT have ever had an accident or been involved in any incident whatsoever that would put our clients’ safety at risk or have been subject to any complaints previously. Furthermore, classic American cars are a huge draw for travelers going to Cuba, and our clients generally request one of these cars as their mode of transportation during the tour. We use only the most well-maintained refurbished classic cars with new engines. When you mentioned to your guide that you felt the classic car was unsafe, she heeded your request and changed your vehicle to a modern car. Regarding your lodging, I am truly baffled by your claim that your accommodation in Trinidad was not as discussed. During the planning stages of this trip, your CIT representative emailed you a list of B&Bs and hotels for you to choose from, with links to their websites or Tripadvisor pages, so that you could see pictures, read reviews, and make an informed decision. This is standard operating procedure for all our staff. On May 23rd, at 9:34AM, you emailed us your top two choices in Trinidad. In case you have forgotten this correspondence, I have copied and pasted it below for your convenience: “In Trinidad: 1) casa Rogelio 2) Iberostar Please work on the best price as we really had set a budget . . . for the trip. thanks, Fred” The B&B that you named as your first choice was Casa Rogelio, and we booked you there per your request. This is a place we have booked before to rave reviews and pre-approved in person. The B&B even has a five star rating on Tripadvisor (see below) and is featured on the historical walking tour of Trinidad. That you found the B&B inadequate is quite exceptional. https://www.tripadvisor.com/Hotel_Review-g285731-d967466-Reviews-Casa_Rogelio_Inchauspi_Bastida-Trinidad_Sancti_Spiritus_Province_Cuba.html Regardless, upon hearing that you were dissatisfied, I immediately offered to upgrade you to the 5 star Iberostar - the only 5 star available in Trinidad - and paid over $650 to do so. There are several hotels and B&B’s in Trinidad, but we upgraded you to the finest and most expensive option. I asked you if this upgrade was okay not to be sarcastic, but rather because even though we resolved your issue in the best possible way it seemed as if you were still unhappy. Lastly, I am sorry and surprised to hear that you felt that your tour leader was a disappointment. It sounds to me as if there may have been a personality conflict there, and had we known earlier in your tour, we would have been happy to switch her out for someone else. However, to call Ebony uninformed is simply untrue. At CIT our greatest asset is our team of incredibly knowledgeable and capable tour leaders. I encourage people reading this to search for mentions of Ebony right here on this page, and you will find a slew of positive reviews about her including the below: "... the BEST tour guide ever...Ebony was absolutely, positively AMAZING!" "We met our travel guide, Ebony, who was amazing! She made sure ALL of us got to see and do everything we were interested in and made time for things that weren't necessarily on the agenda." Upon your arrival in Havana Ebony informed us that you were also unhappy with the B&B in Havana. We have written confirmation that Ebony did in fact offer you another B&B in the same price range as the one you chose. Ebony informed us that she offered to find a new B&B to your liking 4 times but that you insisted on a 5 star hotel. I think anyone can see from all the other reviews on this page that we would never leave anyone without accommodations. That is not the way we operate based on many, many reviews. In the end, we felt terrible that you were still unhappy with your experience, so we of course paid for all change fees for your flights so that you could cut your trip short per your request. Had you allowed us to find you another suitable B&B we would have been happy to pay for it and the rest of your trip and the Trinidad upgrade to a 5 star hotel as a courtesy. I encourage you to go back and review your emails with us from the planning stages of this trip. I have personally reviewed these emails, and we were exceptionally clear with you regarding what your options were and we booked you at exactly the places that you requested. Sincerely, Shabi