Several Thomas Cook holidaymakers and crew in Cuba say they are being prevented from leaving their hotels until they pay extra for their stay.
Cabin crew from Thomas Cook said they were effectively being held hostage.
British Ambassador to Cuba Dr. Antony Stokes said hotels had been instructed to allow customers to depart without paying.
Reports suggested there was a widespread problem in Cuba over whether the industry insurance fund Atol, which covers payments in the event of a firm failing, was recognised in the country.
The fund covers bills for rooms and food that have been run up since Thomas Cook's collapse on Monday morning.
However, bills run up at hotels before Thomas Cook's collapse will not be covered.
Affected hoteliers will have to apply to the liquidators for their money.
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