Sarah Koops jetted off to the five-star hotel in Cape Verde for a week to celebrate her husband’s 40th birthday. It turned into a nightmare
A family claim their 40th birthday holiday was ‘ruined’ when the five-star hotel was so ‘rancid’ that even TUI staff admitted it ‘wasn’t fit for a dog. Sarah Koops jetted off to the five-star hotel in Cape Verde for a week to celebrate her husband Johan’s 40th birthday alongside their two children on February 13.
But after arriving at the luxury resort, Sarah claims their room was ‘thick with dirt and dust’ as well as having a ‘stained’ mattress and ‘black’ curtain. Horrified, the 37-year-old, who had planned the all-inclusive £4,300 trip as a birthday present, insisted that the hotel change their room immediately. However, the mum-of-two says the following three rooms that they were offered were equally as ‘unhygienic’.
Sarah, who works in project management, claims one TUI rep visited the first hotel room they were given and admitted they ‘wouldn’t let a dog stay in there’ due to its uncleanliness. After asking to transfer to another TUI resort on the island, Sarah says the holiday company tried to charge her £500 to switch hotels.
Admitting defeat, the family settled in the fourth room, which Sarah claims was so full of dust that it left her asthmatic husband with a chest infection upon returning home from the trip.
After complaining to TUI about the trip, the family was offered a £300 voucher but Sarah has vowed never to book with the chain again. TUI apologised that the 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 claims the family was offered three different rooms but kept encountering the same ‘hygiene’ issues in each alternative they were given. Sarah said: “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.”
Admitting defeat, the family decided to stay in the fourth room they were offered, but Sarah claims the room was so ‘dusty’, it left her asthmatic husband needing antibiotics after returning home. Sarah said: “There was still dust on the beds and the fan in the upgraded room. My husband wasn’t feeling well at this point. The standard of the rooms were all poor and unhygienic. We ended up just putting up with it, we had no other option.
“My husband’s chest got really bad. When we got back, my husband had to go to the doctors and get antibiotics for a chest infection which we think is partly because of how dusty and grimy the room was.
“I was devastated with the holiday overall. I was miserable, we’d had enough. If we could’ve gone home on that first day, we would’ve. We just had to put up with it for the first week and turn a blind eye. The holiday was just ruined by it. It was more like a three-star hotel than a five.”
After complaining to TUI about the trip, Sarah said the holiday company offered her a £150 voucher for the trip, which they eventually increased to £300, but the family declined the 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.
