Holiday experiences can sometimes turn into nightmares. A recent case involving a traveler to Tunisia highlights significant hygiene issues at a hotel, prompting a swift response from the travel agency involved.
Holiday Nightmare: Flies Infest Pool, Cockroaches Invade Dining Area
Dannika Stewart shared her distressing holiday experience with El-Balad. She traveled with her eight-year-old son for a ten-day all-inclusive vacation, spending £1,500 on their four-star hotel. Unfortunately, her trip was marred by numerous problems, making her feel ripped off upon returning home.
Initial Disappointment Upon Arrival
Stewart arrived at her hotel in Tunis at 10:30 PM but discovered her room was not ready despite a 2 PM check-in. She was directed to the restaurant where the all-inclusive service had already closed, leaving her with cold food options. She noted her frustration with the hotel’s check-in process and felt it set a negative tone for her stay.
Unhygienic Conditions and Safety Concerns
Once in her room, Stewart was confronted with additional issues. She reported that the air conditioning was non-functional and the bathroom floor was soaked from a leak. The fridge was heavily infested with mold, raising significant hygiene concerns.
Outside the room, the pool area was equally troubling. Stewart reported that the pool was infested with flies, and broken safety rails posed risks to children. She expressed concern over unsupervised young children swimming without appropriate hygiene, with some even defecating in the water.
- Moldy fridge in the room
- Non-working air conditioning
- Leaky bathroom
- Flies infesting the pool area
- Broken safety rails
Food Safety Issues
Stewart was alarmed to find cockroaches in the dining area, which deterred her from consuming any food provided by the hotel. She struggled to get basic necessities such as toilet paper, leading to further frustration during her stay.
Attempts to Resolve the Situation
Despite multiple attempts to contact Loveholidays, the travel agency’s support proved inadequate. Stewart found that the company did not take her concerns seriously, with her initial call disconnecting before any resolution could be reached.
After contacting El-Balad, the situation garnered attention. Loveholidays later issued a full refund of £419 and apologized for the substandard experience. They recognized the hotel’s failure to meet expected standards and promised to review its listing.
What to Do if You Encounter Holiday Issues
Consumer expert Helen Dewdney advises travelers facing similar dilemmas to document their complaints thoroughly. Here are several steps to take:
- Contact your tour operator with evidence of your claims.
- Escalate your complaint to higher management if necessary.
- Reference relevant consumer protection laws in your correspondence.
For best results, travelers should provide a clear timeline for responses and detail their desired outcome. If necessary, consider utilizing dispute resolution schemes for additional support.
Stewart’s troubling experience serves as a reminder for travelers to be vigilant about their accommodations and to advocate for their rights when necessary. El-Balad remains committed to assisting consumers in navigating these challenges.
