I originally booked with Cuban Guru because Jesus responded quickly and was very reassuring over the phone. However, I should have realized early on that he was too good to be true. I even responded to him in an email before booking the trip that I was disappointed in his lack of consideration for what my husband and I were requesting (he sent me a very generic itinerary and not a custom one based on our requests). We had a lot of back and forth as I had specific requests from doing a lot of research and contacting multiple companies. After telling him multiple times we did not want to visit a cigar factory or tobacco farm, it still was in the final itinerary. There were; however, other details that we did not want that were removed. Overall, the handling of our itinerary just seemed a bit sloppy.
Then, when we landed in Havana, we learned that we were overbooked and the tour guide we were supposed to have, Enrique, went with another group at the last minute. Just by luck, we were handed off to a different tour guide, Marcos, who actually was wonderful. However, because of this last minute trade off, there were some details that were never discussed with Marcos. Communication seemed to be a bit of an issue from Jesus.
Next, even though I told Jesus prior to our trip that my husband and I are vegetarian, this was never communicated to Enrique or Marcos and we were sent to a restaurant that only offered meat. Luckily, the restaurant owner very kindly arranged for us to go to a tapas restaurant instead that was very vegetarian friendly.
There were many details (that we paid for in the cost of our trip) that we were reassured we could alter upon request. We could alter the details or not go; however, we were never refunded for any of these. For example, we requested a private salsa lesson. No details were ever given to Marcos regarding this salsa lesson, and he had to go do some research himself. The time he found for a salsa lesson did not fit into our itinerary, so we never went and we were never refunded the money we paid (even though money was never transferred to anyone else for the salsa lesson as it was never actually scheduled - it seems this decision was actually made by Enrique).
Overall, our trip to Cuba was wonderful because Cuba is amazing and Marcos was an incredible tour guide, not necessarily because of Cuban Guru or Jesus. The trip just was not as seamless as it should have been given that we pain for a custom trip. read more