Mould and bugs: Quebec families say Sunwing vacation in Cuba was ‘traumatizing’

Between mouldy rooms, bugs and broken showers, two Quebec families say what was supposed to be a dream vacation in Cuba was anything but relaxing.

Caroline Lefebvre and Stephanie Meunier planned their trip through Sunwing hoping for a fun beach getaway with their families.

But they say as soon as they arrived at the Grand Memories Santa Maria resort, things took a stressful turn.

“The beds were nasty, they weren’t clean,” says Meunier.

They say they found mould in the rooms and other problems quickly piled up.

“The showers weren’t working, there wasn’t any toilet paper,” Meunier says.

Then, they say they found small bugs in the bedding.

They also woke up with bites on their skin, so they complained to the front desk.

“And they were like, ‘Oh, it’s nothing. We’re just going to, you know, change your sheets,’” explains Meunier.

The trip was booked through Sunwing Vacations. They say the on-site Sunwing representative and the hotel staff did change their rooms – twice.

But they weren’t any better.

The families tried to return home early, but no flights were available.

In a statement, Sunwing confirms Meunier and Lefebvre reported bed bug bites.

“A medical inspection was offered but the guests declined,” the statement says. “Following a detailed room inspection, no evidence of bed bugs were discovered but the hotel replaced the linens and towels twice as a precaution.”

Sunwing adds that it takes the concerns seriously and continues to follow up with the hotelier, who is providing a full report.

On TripAdvisor, reviews of the resort are mostly positive, though there are also many complaints of bites from mosquitoes and sand fleas.

Meunier says they spent half their vacation in the hotel lobby trying to get help.

“I’ve never went on a trip. It’s my first one. And honestly, I am traumatized,” she says.

She says she would like an apology and compensation from Sunwing.