Guest User
September 15, 2024
I had written a different, more positive, review, and held off posting, but after speaking with TUI complaints yesterday, I am now positing this one. I wanted to be fair, and give TUI the opportunity to be honest, and acknowledge that our holiday was ruined, but that didn’t happen. My son was extremely unwell whilst there. (We stayed 6th Aug - 10th Aug) I started to feel unwell the night before we left, and was poorly at home. The lady on the phone yesterday said that they could not proceed with my complaint, as I did not see a doctor. (I did seek help from a pharmacist whilst there, and bought medication). She then said that it was probably the heat. I tried to explain that many people were publicly vomiting whilst we were there, and she maintained that it was likely due to the heat. TUI can check this, as it said the call was recorded. Whilst there, the cleaner refused to find a new, and change our valance sheet, which was covered in vomit. I had to do it myself, and leave the soiled items in the bath. No wonder I then became ill - I had no gloves or cleaning products, just water, loo roll and towels. When I spoke with front desk, they did not acknowledge that others were ill, and said they would send a cleaner to my room: this is the lady who refused to help. The day before the violent illness, my son started to feel unwell. By evening, I had to ask for our room to be cleaned, as it had not been done all day, and I was worried. This meant taking an unwell child to a communal area, whilst they cleaned our room - he didn’t want the cleaner seeing him lay in bed. They made the bed, and gave new towels. The room was absolutely not cleaned, despite our request. The floor was still covered in bits, and the loo and sinks not cleaned. I feel that the lady on the phone yesterday gaslit me, by making out it was sickness from the heat. It wasn’t. He was so violently unwell, and so were many others. It wasn’t until I read others’ reviews that I now know there was an outbreak. I was told that whilst I couldn’t make a complaint about illness, as I hadn’t seen a doctor, I could make a complaint about cleanliness. But, she said I would need photos to prove it. Sadly, I did not have time to take photos, whilst cleaning up bodily fluids every 10 mins, and then feeling exhausted from no sleep. TUI customer advice is useless, coercive and unfair.