Love Cuba: most-reported complaints
Automated analysis of 220 public Trustpilot reviews published 2022-05-02 to 2026-09-05. TrustScore 4.9 from 1,809 total reviews — see the Trustpilot page. Quick answer: is Love Cuba legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the accommodation was not as described, accounting for 48% of the 21 complaints identified. Misleading pricing and unhelpful support were each cited by 19% of reviewers, while 14% reported that support was unreachable. No clear trend could be established for these issues due to a limited number of reviews.
How to reach Love Cuba
These are the contact details Love Cuba publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0207 071 3636, email [email protected], address 12 Stephen Mews, London, W1T 1AH, GB.
The company claimed its Trustpilot profile on 2019-12-03, uses Trustpilot’s paid features, and uses Trustpilot’s AI-assisted replies. Trustpilot ranks it 10 of 40 in Tour Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 07/04 Win 7nt Cuba holiday - travel awards register, vote, email”, “Want singles holiday Cuba or Egypt help!”.
Elsewhere: 4.3★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 5 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-18 (0%, 0.0d).
Severity: 43% of this company’s 21 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
What their policy promises
complaint process: 30 days
“We will respond to your enquiries and complaints within 30 days.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 181 company-invited reviews in the recent window average 4.97★, while 22 organic (uninvited) reviews average 4.55★.
11% of its 194 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 48% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 142 of this company’s 1,809 Trustpilot reviews (8%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Love Cuba?
Not as described
10 reports · 48% of complaints“Contacted Rep, changed room which was no better. She moved us next day, however by the time we arrived at new hotel we had wasted 2 days holiday.”
5 readers marked this review helpful on Trustpilot.
“The hotel in varadero was absolutely horrendous! Not a 5 star at all !”
4 readers marked this review helpful on Trustpilot.
“Love Cuba offered very little in compensation and what was offered was poorly organised.”
4 readers marked this review helpful on Trustpilot.
Misleading pricing
4 reports · 19% of complaints“I feel misled and taken advantage of!”
7 readers marked this review helpful on Trustpilot.
“lovecuba are selling false promises and they will ignore you then lie and gaslight when they finally respond.”
6 readers marked this review helpful on Trustpilot.
“At no time during the booking process was she warned of any potential issues regarding entry to either of these countries”
3 readers marked this review helpful on Trustpilot.
Support unhelpful
4 reports · 19% of complaints“lovecuba are selling false promises and they will ignore you then lie and gaslight when they finally respond.”
6 readers marked this review helpful on Trustpilot.
“The hotel in varadero was absolutely horrendous! Not a 5 star at all !”
4 readers marked this review helpful on Trustpilot.
“Love Cuba offered very little in compensation and what was offered was poorly organised.”
4 readers marked this review helpful on Trustpilot.
Support unreachable
3 reports · 14% of complaints“Contacted Rep, changed room which was no better. She moved us next day, however by the time we arrived at new hotel we had wasted 2 days holiday.”
5 readers marked this review helpful on Trustpilot.
“Lack of response to our original complaint and then we were completely ignored”
1 reader marked this review helpful on Trustpilot.
“No wifi at all so no communication with loved ones or emergencies No protection if anything goes wrong”
1 reader marked this review helpful on Trustpilot.
Overcharging
3 reports · 14% of complaints“I feel misled and taken advantage of!”
7 readers marked this review helpful on Trustpilot.
“At no time during the booking process was she warned of any potential issues regarding entry to either of these countries”
3 readers marked this review helpful on Trustpilot.
“To continue with our holiday we have been quoted an additional charge by Love Cuba to re-route, of £1700 on top of the original price per person again.”
2 readers marked this review helpful on Trustpilot.
Other
2 reports · 10% of complaints“All of it false information”
4 readers marked this review helpful on Trustpilot.
“mosquitos no where in the hotel including your room is a safe Haven”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-08.