We had a similar experience as one of the previous reviewers booking with cubadirect.
My wife and myself arrived, not met from the bus, and fortunately I speak Spanish.
Having found the accommodation I was taken accross the street to an old ladies house. The room we were supposed to stay in was of very poor standard, even for Cuba. It was nothing like the previous reviewers photos,so bad we refused to stay.
We made our way to Playa Ancon and had a great experience.
The guy at the end of the phone, our so called local contact, basically said "tough" ring the UK.
Advice to fellow travellers, DO NOT USE CUBADIRECT, once they have your money they are not interested. Note also they have a Company LIVE HOLIDAYS.