The Evans family is an ordinary middle-class family from Worcestershire in the United Kingdom. Like so many other families, they never had the opportunity to spend a holiday abroad together. But that was about to change.
Gayle Evans, a mother of three, decided that it was time the Evans bunch got a chance to enjoy a lovely week out in a paradisiacal country. The occasion was supposed to be special for several reasons: Gayle's son and daughters were getting older and preparing to leave the house, and Gayle was about to celebrate her 50th anniversary, which is always a significant milestone in a person's life. But a poor booking decision ended up ruining the family's dream in a big way.
There are bad vacations all the time, but this one is on a whole other level. Brace yourself for some disgusting hotel rooms, bug-filled pools, and a lot of disappointment. This story will make you think twice the next time you decide to book a not-so-expensive hotel abroad.
All Aboard!
Before getting into the nightmarish vacation of the Evans family, let's meet them. The whole group can be seen in this photo, posing happily without knowing how unfortunate their future vacation would turn out to be.
At the center is the mother, Gayle, right next to her husband, Steve. The children are the 23-year-old Jaz, here accompanied by his girlfriend Laura, the 19-year-old Ayla, and the 12-year-old Gabby. As you can see, they're an average British family who doesn't deserve to have their dreams crushed. And like a family, they decided to take a flight and enjoy a week abroad to celebrate Gayle's 50th birthday. It was going to be unique, but they thought it was going to be special for very different reasons.
Looking forward to something is always more exciting than looking back at something. And that's certainly true in this case. The poor Evans were so happy about their upcoming trip they didn't even consider the possibility it was going to be a disaster!
The Destination? Sunny Cuba
It took months for the Evans family to plan the holiday. The country they chose was perfect: the sunny island nation of Cuba, known for its exotic locals, wondrous beaches, and tropical-looking cities.
It was undoubtedly going to be different from their hometown of Worcestershire, a rainy and foggy British county, in which dry weather and beachside Mojitos seem like a dream too good to be true. They could not be more excited about the holiday. But the planning revealed a harsh truth: holidays are super expensive, and this one was going to cost the Evans family £10K, which is roughly $13K.
Yes, it's a lot of money. But can you truly put a price on something as valuable as traveling abroad, discovering another country, and relaxing at one of the world's top beach destinations? It was a pricy experience, but it seemed like it was worth it.
They Were Promised a Paradise
A perfect holiday abroad wouldn't be complete without the ideal hotel. And the Evans family thought they had it. Looking at the promotional pictures, the all-inclusive Brisas del Caribe seems like an excellent stay-in for a middle-class family.
But was it? The hotel was relatively inexpensive and boasted a ton of cool features. To start, it was a 4-star hotel, which is usually a sign of quality. It was also supposed to offer this relaxing pool to its guests, which seems like a lovely place to spend an afternoon sipping exotic cocktails. But the real Brisas del Caribe, which means "the winds from the Caribbean," couldn't be more different from the hotel seen in the pictures.
Here's a quick tip for all travelers out there: even though photographs are supposed to be a visual representation of the real world, there's more to angles than photography noobs like us would ever now. With the right frame, even a haystack can look like a palace!
They Finally Got There
So, the big day arrived. The soon-to-be 50-year-old Gayle couldn't be happier when she landed on the warm island of Cuba. She was on the other side of the world, accompanied by her entire loving family.
After an exhausting trip, the Evans family finally got to their hotel. There it was: the mighty Brisas del Caribe, supposedly a staple of the Varadero municipality, which boasts some of the best beaches in Cuba. The hotel entrance looked very lovely. The jet-lagged Evans family immediately got over their exhaustion, and everybody was ready to take a dive in the pool and check their hotel room.
Ever heard of the expression "don't judge a book by its cover"? That couldn't apply any better to the Brisas del Caribe hotel. It does seem like a beautiful place if you're not paying to stay for the night, as we'll see in a second.
A Gloomy Atmosphere
Just like one of the four stars of the Brisas del Caribe hotel fell to the ground, so did the hopes and dreams of the Evans family. As they entered their "all-inclusive" destination, a gloomy atmosphere could be felt.
In a scene that was reminiscent of a horror film, the Evans family stepped inside the hotel to find a near-empty and decrepit place. To put it plainly, there was something wrong about the Brisas del Caribe. Immediately, Gayle and the others felt like their expectations had been deceived. From the very start, the 4-star hotel looked nothing like the pictures online and, even worse, it looked nothing like a 4-star hotel at all!
Disappointment is the best word to describe the real-life moment in which your online expectations get downright ruined. It's like when you get ready for a date with a beautiful man or woman you met online, only to find out he/she is actually much older.
It Was Worse Than They Thought
Now that the Evans family had found out about their horrific hotel lobby, they were not so keen about checking out the rooms. But not even their newfound low expectations could prepare them for what was coming next.
Yes, this is a picture of a real 4-star hotel in Cuba, not a snapshot from a still-fresh crime scene investigation! It turns out "the winds from the Caribbean" weren't going to bring any good news for Gayle and her children. This bathroom is not only poorly lit and badly decorated; it is also dirty, covered in grubby tiles, and completed with a daunting mirror that seems designed to improve the suicidal tendencies of the guests. Needless to say, the Evans family was crushed.
Is a clean hotel room too much to ask? Forget about the four stars. This bathroom isn't worthy of a 2-star roadside inn, let alone a supposedly all-inclusive paradisiacal destination. We've all been disappointed by hotel rooms before, but never like this!
Expectation vs. Reality
Would you believe us if we told you that these two pictures are meant to represent the same place? This is the kind of deception the Evans family fell victim to.
When the excited Evans children got a chance to see the pool, they were shocked. The brochure promised a little paradise with a lot of sun loungers and pristine water. Instead, they found a pool that reeked of negligence, looked like no fun at all, and had less swimming space than predicted. Not to mention that green-watered fountain, which seems like a better place for frogs to get comfy than for tourists to cool off.
We're angry just by looking at this image, so we can only wonder what was going through the minds of the Evans family. Poor Gayle was about to turn 50, but her birthday "present" felt more like a slap to the face.
The Family Decided to File a Complaint
There was no question about it: the Brisas del Caribe was not a good place for a regular family to spend a vacation. So, Gayle decided to call the travel agency and file a complaint.
The agency that booked the resort was called The Holiday Place, and we can only imagine how angry of a call they must have received from Gayle. Still, there was nothing they could do. Even though they were not absent from guilt, they must deal with thousands of hotels daily, some of which they don't know entirely. As a kind gesture, they offered the family a $130 coupon that they could use later. It's better than nothing, but it hardly makes up for the $13K invested in the disappointing trip.
Our sympathy here goes to the Evans family. But we cannot avoid feeling bad for the poor customer service representative that picked up the phone when Gayle called. Even a nice lady like Gayle can get very angry sometimes, and given the circumstances, she had all the right to do so.
The 4-Star Conundrum
It seemed like there was nothing The Holiday Place could do. But how could they justify the fact that Gayle and her family paid for a 4-star hotel, only to get a service worthy of no stars at all?
It turns out the worldwide hotel rating system is not as clear as one would expect. According to international norms, 4-star hotels must offer a "deluxe experience." But the concept of luxurious experience changes from place to place. While in the U.S. or the United Kingdom, there's a certain level of comfort expected from a 4-star hotel, the same may not apply in an impoverished country like, say, Cuba. That's why, by Cuban standards, the Brisas del Caribe can be considered a 4-star hotel.
It turns out hotels are not different from anything else in this world. To the people making the transition from a first-world country to an underdeveloped one, the level of inequality on the planet becomes evident, particularly when you consider the differences between the richest and poorest nations out there.
None-Inclusive
Let's give the Brisas del Caribe a pass and call it a 4-star hotel. But what about all the amenities that were promised by what was supposed to be an all-inclusive experience?
According to Gayle, hardly anything was working at the hotel. The exotic cocktails that are such a vital part of traveling to Cuba were not available at the Brisas del Caribe, and the piano bar seemed like a ghost town; in fact, it wasn't even open. Additionally, the tourist brochures mentioned entertainment programs that simply did not exist. Suddenly, the "cheap" $13K dream vacation of the Evans family in Cuba looked like nothing short of a rip-off.
We don't want to sound whiney here. Still, considering we're talking about a hotel that's missing many of its basic amenities, how ugly is that pretend marble column in the "piano bar"? Forget about the negligence; the tackiness is strong at the Brisa del Caribe!
Warzone? No, It's Still Your 4-Star Hotel!
Was it a hurricane? Maybe a rebel group that was trying to take over? What happened? Relax. The only real disaster here is how bad of a hotel the Brisas del Caribe is.
The poor Evans family was forced to deal with sights like these during their stay. Can you imagine going up to your expensive room in a foreign country only to stumble upon a half-broken bed in the hallway? You cannot help but start thinking of murder and bad omens. Not to mention that, if you're already in your room, that's because you took the stairs! After all, there's no chance the elevator is going to be working anytime soon.
Poor Gayle just wanted to blow the candles of her 50th-birthday cake in a beautiful and sunny place. But in the end, she got dragged into one of the biggest disappointments of her life, which almost ruined her first holiday abroad with the whole family.
There Were A Lot Of Safety Issues
It's one thing to stay at a 4-star hotel that just looks shabby. Another is to stay at a place that's not safe for you or your children.
Right outside the Brisa del Caribe, the pavement was utterly neglected, and in an appalling state. These dislodged bricks were a safety hazard where guests could easily trip and hurt themselves. Looking back at the international hotel rating system, we have realized that even 1-star hotels have to ensure their guests are entitled to a place that's both clean and safe. This means that, by these standards, the Brisa del Caribe would hardly qualify as a 1-star hotel. Things surely were looking grim for Gayle and her family.
It seems like the nightmarish vacation of the Evans family can only get better after this. But wait for it, because things are about to get even more gross and inadequate. Just wait until you take a look at the hotel's restroom.
A Disgusting Restroom
It's perhaps the room that better illustrates the full-blown negligence and disrespect for guests shown at the Brisas del Caribe hotel. When Gayle and her family tried to visit the restroom to wash their hands, this is what they found.
Looking at this picture, it's hard not to think about germs, bacteria, and disease. The tiled floor is almost black, there are loose objects all around the restroom (including a grim plastic cup by the sink), and the disgusting tap seems to be clinging to a gloopy drop of dirty water. We've been to nightclub restrooms that were in a better state than this "paradisiacal" resort's WC!
Allow us a side note to point out the water bucket by the side of the toilet. Also, the tap of the drain seems to have been removed and simply left there, on the ground. Is anyone ever going to clean this mess?
It Was Not the 50th Anniversary Gayle Had Hoped For
Turning 50 is always special. We don't have to tell you it only happens once in your life, and that it's an important date marking the transition between adulthood and seniority.
But to Gayle, the plans of a 50th anniversary abroad seemed to have been ruined by deceiving brochures and a badly-preserved hotel. To make it even worse, she felt like this was one of her last chances to get the whole family together for a vacation. Her older son was eventually going to move out and start his own family, and this was probably his last chance to spend quality time abroad with his folks. To put it lightly, the Evans family was extremely disappointed.
Eventually, the tiredness, the disappointment, and the sense of injustice would start taking its toll on the Evans family. Not soon after their arrival, dad Steve and the children would start feeling the physical consequences of the poor hygiene standards and unsafe hotel.
The Final Straw
When Gayle was starting to wonder if things could get any worse, her entire family started complaining about stomach aches. Not long after their arrival, the Evans family was feeling the effects of staying at a not-too-hygienic hotel.
When you mix general uncleanliness with poorly cooked food, the result can be painful. Terrible stomach pains struck everyone in the family, except Gayle throughout the holiday. Gabby, Gayle's youngest daughter, was particularly sick during the flight back home, still feeling the consequences of staying at the Brisas del Caribe. When you think about everything the Evans family was going through, it's no wonder they were counting the days to get back home.
Stomach aches are relatively common among travelers, particularly those who visit foreign countries. Some people can have a hard time dealing with stress and a new diet. But when an entire family gets sick, there may be more to blame than just the tropical weather and the exotic food.
They Just Wanted to Go Back Home
Stuck in a beautiful island paradise, the Evans family was experiencing mixed feelings. On the one hand, they wanted their vacation to work. On the other, it was almost impossible to ignore their sordid hotel.
At a certain point, dad Steve started feeling guilty about the whole situation. He was responsible for booking the trip on Gayle's behalf, who later talked about how her husband was feeling responsible for the mishap. You see, the deceiving brochures of the Brisas del Caribe weren't only causing physical pain to the Evans. The entire family was feeling depressed, and even Steve was starting to doubt himself emotionally. At this point, they just wanted the nightmare to end.
Usually, vacations are experienced the other way around. You typically are not counting the days to get back to your native country, but instead wishing that your sunny vacation would never end. But to feel that way, you need to have some fun and, most importantly, sleep at a hotel where you feel clean and safe.
Not All Was Lost
Gayle and her family were not happy about their Varadero hotel, but their trip abroad wasn't a complete waste. According to Gayle, the family did spend a couple of pleasant days in Cuba.
Before checking in at the Brisas del Caribe, the Evans family visited the vibrant and charming city of Havana and had a perfect time there. Havana is by far the best-known city in Cuba, and it's very well-prepared to receive tourists all year round. And no, tourists don't have to stay at lousy hotels. Known for its street performers, European-styled monuments, beautiful coastline, and modern neighborhoods, Havana is a treat for any foreigner visiting Cuba.
Checking out the city of Havana before settling in at Varadero was one of the best things the Evans family could have done. It seemed like their nightmarish vacation on the beautiful island of Cuba wasn't a complete waste after all.
Sunny Weather and Clean Sand
Back in Varadero, the Evans family also had the opportunity to have some fun at the beach. Sure, it wasn't nice to think about going back to the hotel. But relaxing by the ocean was the best way to make the most out of the expensive vacation.
While at the beach, Gayle and the others felt like they were getting their money's worth. After being interviewed about the whole Cuban experience, Gayle made sure she mentioned how much the family loved Cuba, despite their poor choice of a hotel. While the Brisa del Caribe was a disappointment, the Varadero beach was, according to Gayle, "everything we wanted."
It happens all the time and all across the world. When your expectations get destroyed by human endeavor, the ever-wondrous natural world appears to save the day. That's why you cannot put a star rating on things like the ocean, the beach, or a beautiful sunset.
A 3.5 Rating?
Judging by Gayle's pictures and description, the Brisas del Caribe has got to be one of the worst hotels in Cuba. But somehow, it still has a relatively high 3.5 rating on TripAdvisor.
We've checked the reviews, and, surprisingly, some people enjoyed their stay. But we did find some poor reviews in there. One particular tourist gave the hotel the minimum rating and complained about the lack of Wi-Fi, a hole in the hallway, a terrible smell, and a bedroom/bathroom with no electricity! Generally, people rated the hotel as OK though, always pointing out to the fact that the nearby beach was great.
The thing about Internet reviews is that they can't always be trusted. Some people have enjoyed their stay-in at the Brisas del Caribe more than others. However, there's still a chance that the opinion of some illegitimate reviewers may have inflated the hotel's rating on TripAdvisor.
Making Headlines All Over the Internet
As we've seen, Gayle's 50th birthday was not what she was hoping for. We're happy the Evans family was able to visit Havana and spend some relaxing hours at the beach. But all together, they felt like their $13K investment was a terrible one.
Back home, they decided to share their experience of the Brisas del Caribe to help future travelers not to make the same mistake they did. Soon enough, the terrible vacation of the Evans family was making headlines all over the Internet, making it to tabloids like The Mirror and The Daily Mail. The family was hoping someone would take responsibility for their terrible trip abroad. But was anybody going to take the blame?
You'd think that the terrible experience of the Evans family would be in the origin of some change. But both the Brisas del Caribe hotel and The Holiday Place agency are still up and running as if nothing had happened.
Deceived By Their Agency?
The travel agency The Holiday Place was not going to take the blame for the terrible vacation of the Evans family. Instead, they decided to offer Gayle an insulting $130 voucher.
This voucher hardly makes up for the $13K invested by the family, but it's especially meaningless when you consider all the harm that was done to Gayle, Steve, and their children. They were looking for a special week abroad, possibly the last as a family, in which Gayle would celebrate her 50th birthday. But nothing worked out the way it should have. Even though Gayle was fooled by the tourist brochures that promised her an all-inclusive paradise, The Holiday Place was quick to deny all responsibility in the mishap.
It's possible to say that the $130 voucher was not only worthless but slightly insulting. The Holiday Place felt like nothing was due to the Evans family, even though they were unhappy about the services provided by the agency.
What To Do Next?
Back in Worcestershire, Gayle felt like she needed to get some retribution for what she believed was a deceiving and unsatisfactory service. But was there really anything she could've done?
Consumer protection laws are not very clear when it comes to agencies like The Holiday Place. After all, a lot of things can go wrong during a holiday, and agencies cannot take responsibility for everything. But seeking legal action against the company was also not viable. Besides being inadequately expensive, suing The Holiday Place would probably take too long and result in a very tricky case. Sadly, there was nothing Gayle could do to get justice for having her 50th birthday ruined.
As we'll see in a moment, it takes a full calamity to make travel agencies pay for their mistakes. At least when it comes to the law, the nightmarish vacation of the Evans family was not so bad at all.
A Legal Precedent
So, you wonder, what does it take for an agency to be forced to admit responsibility and pay a settlement for the disastrous vacations of their clients?
In 2016, a British travel agency was forced to pay compensations of over $130K to the clients they booked to a 5-star resort in Turkey. And if you thought Gayle's vacation was the worst, you're in for a surprise! What happened to these tourists in Turkey, you ask? Fooled by the promise of a luxurious experience, they ended up not only suffering from a food poisoning epidemic, but they were also forced to deal with a menacing infestation of wasps!
In the cruel world of the travel business, agencies have all the power, and clients have none of it. If it takes bugs and widespread disease for an agency to finally take responsibility, then the rules of the "game" need to be reconsidered. Clients' rights need to be protected!
Don't Let a Bad Experience Make You Stay At Home
The Evans family was very unlucky. In their first big trip together, they ended up spending a handful of days in one of the worst 4-star hotels we have ever seen.
But don't let the family's bad experience make you stay at home. There are plenty of hotel rooms that are just beautiful, and a lot of new cultures, places, and people to get to know out there. We are lucky enough to live in a time in which we can easily travel to another continent in less than a day, so we shouldn't waste that opportunity! There are few things in life as gratifying as traveling abroad, even though some people end up having not-so-pleasant experiences.
The same goes for Gayle and her family. They're probably not so keen about booking a hotel in a foreign country ever again, but they shouldn't let a bad first experience get in the way of their happiness. Maybe they can book a beautiful place for Gayle's 60th birthday!
A Lesson For The Future
So, what's to learn from the horrible hotel experience of the Evans family? Mainly, there's this notion that when it comes to tourist brochures, you cannot let the stunning pictures fool you.
If you're spending your money on an all-inclusive hotel, make it count! All-inclusive hotels are great for people who are just looking to relax by the pool and who don't feel like exploring a lot to get food, a bed, and all the amenities they're looking for. But if all-inclusive hotels are at the center of your trip abroad, choosing the wrong one can be disastrous. It's crucial to make an informed decision when booking a hotel, whether you're using a travel agency or doing it by yourself.
The all-inclusive hotel in this picture looks like a small bit of Heaven on Earth. But is it? Maybe this seemingly perfect photo holds a more profound, darker truth. Perhaps the bathrooms aren't as clean as you wanted, or the rooms are way too small. You never know!
Be The Travel Agency!
The Internet has made it possible to book your next trip abroad without having to consult and pay extra for the services of an agency. Thanks to booking websites and review-based services like TripAdvisor, it's now easier than ever to visit a foreign country.
Sure, it takes a whole lot more work than merely calling the travel agency with a destination and a budget. But it can be more rewarding to book a trip yourself. You're in full control of your schedule, and you can save more money than you imagine. Besides, you're the one taking responsibility for the hotel you're staying at, which is excellent! After all, nobody knows what you and your family want better than you!
So, if you have the time, please sit down with a fast Internet connection and try to book your next holiday all by yourself. The cons? You'll be doing all the work. The pros? You'll potentially save money, outline the perfect holiday schedule, contact the hotels directly, and learn a lot in the process.
Trust People, Not Ads
The thing about brochures and promotional photos is that they don't always reflect the truth. That's why it's so important to trust people and not ads when booking a hotel for your next holiday.
TripAdvisor and similar services are great for checking out the valid opinion of the clients of a hotel. That's why a bad review can hurt businesses in a big way, particularly in the tourism sector. Sure, not all hotel clients leave ideal reviews. Some are way too picky and demanding, while others are delighted to have nothing but the basic services. But in the middle, you can always find the reviews of well-balanced people to help you make a booking decision.
Word of mouth is also significant. If you don't trust online reviewers, you can always talk with friends and relatives and find out where they have spent their vacations. Nothing is more reliable than a recommendation made by someone you know.
Learn From the Bad Experiences
The Evans family is far from being the only family with a horrible vacation in their traveling curriculum. We have all experienced different levels of good and bad holidays in the past, and we've all stayed at hotels that left us slightly nauseated.
Booking a night at a hotel is almost like spinning the wheel of fortune. No matter how good your odds seem, luck will always play its role. But for every unsavory hotel, overly-expensive resort, and rude employee, there's a place that's perfect for you and your family. And part of the excitement of traveling is, after all, about not really knowing what you can expect. Good and bad hotels are simply another part of that experience.
It's hard to keep a positive spirit after reading about the vacation of Gayle and her family. But for every hotel that disappoints you, there's a hotel that exceeds your expectations. It's up to you whether the cup is half-full or half-empty.
Share Your Good & Bad Experiences
As the years go by, the tourism sector continues to change, thanks to new services and technologies that put the clients in direct contact with the hotels and airlines.
In this new world, sharing your good and bad experiences is more important than ever. Rating and reviewing hotels and restaurants may sometimes feel like a waste of time, but it's actually an essential contribution to society. As long as you share your honest opinion, your story and experiences can help other people to make an informed decision in the future. By creating an advanced critical network of recommendations, you will be helping people like Gayle and her family never to have a horrible vacation again.
Do you still remember what the last hotel you've stayed at was like? If so, please visit TripAdvisor or any other similar website and leave a review for other people to see. If we all contribute with honest reviews, it will be easier to distinguish between good and bad hotels in the future.