£4,300 TUI holiday ruined by 'rancid' five-star hotel 'not fit for a dog'

A family said their TUI holiday was ruined by a "rancid" five-star hotel that was "not fit for a dog."

Mum Sarah Koops jetted off to a five-star hotel for a week-long jaunt to celebrate her husband Johan's 40th birthday alongside their two children. After they arrived at the luxury resort on February 13, Sarah claimed their room was "thick with dirt and dust" with the mattress being "stained" and a "black" curtain. The horrified 37-year-old, who planned the all-inclusive £4,300 trip as a birthday gift, insisted the hotel change their room immediately.

Sarah said the following three rooms they were offered were also "unhygienic." The project manager claimed a TUIrep visited the first hotel room they were given and admitted they "wouldn't let a dog stay in there."

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After Sarah asked to transfer to another TUI resort, she claimed the holiday firm tried to charge her £500 to switch hotels. The family ultimately settled on a fourth room, which Sarah said was also full of dust and left her asthmatic husband with a chest infection when they returned home from the trip.

Sarah complained to TUI and was offered £300 but she has since vowed never to book with the group again. TUI has apologised and said standards "fell short on this occasion".

Sarah, who lives in Tamworth, Staffordshire, said: "The pictures of the room online looked authentic but I thought it's a five-star hotel, it's got to be good.

"When we got there, I realised how dirty the bed was. It was fully stained, it looked like mould stains. I didn't initially see how bad the bed was until I stripped it. It was just thick with dirt, dust. It was rancid to be honest. One curtain, it was all black on the bottom. My kids had a pull-out sofa bed and it was thick with grime all around it."

Sarah said the family was offered three different rooms but that they kept running into the same "hygiene" issues with each one. Sarah continued: "It wasn't unacceptable. It was unhygienic. I explained everything to the TUI rep and they said they couldn't do anything until the morning until the rep was on site.

"No one could resolve where we were going to sleep. I ended up sleeping on a wicker chair in the room and just put up with it. I told the TUI rep the next day that I wanted to go somewhere else. TUI quoted me £500 to move to the different hotel. And I said I'm not paying that to move, and without transfers. I was so shocked, that's a lot of money.

"I thought they would apologise and move us for free. I spoke to the rep again and even she said 'oh my God, you wouldn't even let a dog sleep in there' about the first room. I couldn't believe it. And I agree - you wouldn't let an animal stay in there. She was so surprised at the state of the room. I accept that rooms can look authentic but it can still be clean."

Speaking of the £300 offer, Sarah said: "It's insulting that they think I would book with them again. I've always booked with TUI and would never ever book with them again. I feel like it's a big gamble."

A TUI spokesperson said: "We were very sorry to hear about Ms Koops' experience on her recent holiday. We always do our best to ensure customers have the best possible holiday experience, and we're sorry that we fell short on this occasion.

"During the trip we ensured that we promptly moved the customers to a new room, and also offered compensation and a free excursion in apology - both of which were accepted." The hotel said they adhered to the statement provided by TUI."