A woman from Regina , Canada is warning other Canadian travellers to steer clear of a Cuban resort after an alleged theft from her hotel room turned her trip into a “nightmare.”
Kelly Morrison booked a stay at the Memories Paraiso Azul Beach resort in Cayo Santa Maria, Cuba through Sunwing vacation, with her husband, Steve, and her two children from Jan. 26-Feb. 2. During the first few days, Morrison said everything was going great.
“That all changed, however, last Saturday,” Morrison said.
On Jan. 30, Morrison said money and jewelry went missing from the safe in their hotel room. This includes wedding rings and an estimated $170 in Canadian dollars and 130 Cuban pesos.
They reported the theft to hotel staff, filled out an incident report and were interviewed by the resort’s security.
“Rather than an interview, it became an interrogation,” Morrison said.
“It was clear they didn’t believe our story. They thought we made up the whole thing – for what reason, I have no idea.”
According to Morrison, the security staff then brought the couple back up to their hotel room to search for their missing items. Morrison said nothing turned up and the family was told to leave everything in their room, including their passports, and move to other rooms in the resort.
She said later in the day, the family was told by staff they could move back to their original room and reclaim their possessions, including clothes and travel documents, if they withdrew their statement of the alleged theft.
Morrison said she felt the staff just wanted to keep the incident quiet, instead of helping the family.
“They refused to believe anyone else was in our room,” Morrison said.
“They even threatened to kick us out of the hotel if we ‘made a scene’ and told other guests about what happened.”
Morrison said the family contacted the Government of Canada’s emergency consular services and the Canadian embassy in Varadero. She said they were advised to retract their statement so they could retrieve their belongings and passport.
According to Morrison, hotel management refused to provide the details of the incident report.
After speaking with a Sunwing representative at the resort, Global News has learned that the Canadian embassy, Sunwing and hotel management have all received a copy of the report.
The representative also directed any further inquiries to Sunwing management
In the end, Morrison said she doesn’t care about the money but she is upset her wedding and engagement rings were taken.
“But worst of all, by far, is the way we were treated,” said Morrison.
“Obviously, I would advise everyone to stay as far away as possible from Memories Santa Maria. I guarantee we’ll be choosing another destination for our next family vacation … and leaving our valuables at home.”
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