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Holiday Illness Complaint

Reviewers say that they were sick at the Iberostar Ensenachos in Cuba

31st May 2017

Guests at the Iberostar Ensenachos in Cuba have written reviews in which they say that they encountered potentially concerning hygiene problems, with some reviewers saying that they became unwell, and one reviewer commenting that they believe they suffered from a bacterial gastric infection.

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The Iberostar Ensenachos in Cayo Santa Maria

Situated in the Cayo Santa Maria region of Cuba, the Iberostar Ensenachos is sold on an all-inclusive basis by TUI-owned tour operator Thomson. The resort complex is home to a selection of restaurants and facilities, but despite this, some guests have written reviews of the problems that they encountered.

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Reports of a possible bacterial gastric infection

Reviews for the Iberostar Ensenachos on TripAdvisor are quite positive overall, with hotel ranking well against others in the Cayo Ensenachos area. Although the hotel has received a lot of praise, the following reviewers have commented on hygiene issues and illness during their stay:

In his review of his stay in May titled "Excellent down to Average", 'TouCans2u' says that he and his wife were "extremely sick for 2 days", and "after crawling out of [their] room on day 3, [they] started to hear from many others that at least one person within their group had the same symptoms".

'TouCans2u' says that he "worked as a Paramedic for 14 years and can differentiate between a viral infection and a bacterial infection", commenting that "this was definitely bacterial", and noting that there were "other people being infected".

He says that he "would suggest that it was due to [the] improper management of [the] food being served", and he says that he "raised [his] concern with various managing staff at the resort, as well as the onsite [doctor]", but they "all quickly and adamantly dismissed/negated [his] concern as being isolated".

He says that he "hopes that this resort takes a more serious position on this important issue", as although he is "young and healthy and can handle the ill effects of [a bacterial] infection", he feels as though "the elderly and infants [staying at the Iberostar Ensenachos] may not be able to".

'ComeauA' also stayed at the Iberostar Ensenachos in May, and in their review titled "Beautiful weather and nice staff is a winner", they say that "the white towels in the rooms, [the] sofas and chairs in the lobby and the birds in the eating areas need improvement", suggesting possible hygiene issues that need to be addressed.

'Lee H' stayed at the Iberostar Ensenachos in April, and in their review titled "Honest review about Iberostar Ensenachos" they had a lot of positive comments to make, however they also say that "the bathrobes, bed sheets pillows had stains on them when [they] have arrived and the maid did not replace them until we have requested". They continue to say that "sometimes even the new towels that they [were given] had unknown black stains on them" and the "toilet water kept on running and […] was never fixed".

'Lee H' continues to say that "there were flies everywhere", and even though they "tried [to only eat] food that was cooked right in front of [them]", they still "got stomach sick". They say that they aren't sure what exactly caused them to become unwell, "but [they] doubt [that they were] the only one" who was affected, adding that "the hotel should seriously really do something to manage the flies".

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Potential causes of holiday food poisoning

The exact source of a bacterial food poisoning infection can be difficult to pinpoint, but often the cause is not. In our experience, the presence of wildlife in dining areas is one of the common causes of holiday food poisoning. Whether it's the odd stray cat or just a few flies, insects, birds and animals can be capable of transferring diseases to people.

Brids on holiday could spread disease

Notably, birds can carry diseases with them from wherever they've been and what they've previously been in contact with, as well as spreading harmful bacteria through their droppings. Faecal matter and other sources of harmful bacteria and parasites can become lodged in their talons or beak, which could become dislodged if they fly over or peck at the food of an uncovered buffet.

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Find out if you're able to make a claim

If you've suffered from a bacterial infection on an all-inclusive package holiday that could have been prevented, then under The Package Travel Regulations 1992 you could be entitled to claim compensation from your tour operator.

As part of a free no-obligation consultation, a member of our travel law team can advise you on the best way to pursue your claim, including whether we're able to represent you on a 'no win no fee' basis.

Nicholas Lukacs - Holiday Claims Litigation Executive

Contact us about your holiday illness claim

To find out more about claiming compensation for illness at the Iberostar Ensenachos in Cuba; speak to Nicholas Lukacs by calling us on 0808 145 1353 or complete our enquiry form and we will call you back.

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