Cuba holiday is stuff of nightmares for family who arrive to find filthy toilets and a green pool
A family were left disgusted when their all inclusive £10,000 holiday to Cuba became the stuff of nightmares after finding filthy toilets, stained towels, broken furniture and a swimming pool with green scum.
Gayle Evans left in tears after her stay at the four star Brisas del Caribe in Varadero for her 50th birthday with husband Steve, daughters Ayla, 19, and Gabby, 12, and son Jaz and his girlfriend Laura, both 23.
It was the familys first every holiday abroad together and the brochure promised them a luxury resort overlooking a stunning beach in a popular Atlantic resort.
But they were far from impressed when they arrived at the beach hotel and five out of six of them caught a stomach bug during their stay.
The Evans family from Stourport in Worcestershire booked their dream holiday to Cuba for mother Gayles 50th birthday
It was their first ever holiday abroad together and they were left far from impressed with the standard of accommodation including this green swimming pool
The holiday cost the family £10,000 but five of them had stomach bugs during their stay and they were unhappy with the state of the bathroom facilities
Mrs Evans said: I just burst into tears. It was awful.
I could not believe how bad it was.
The holiday cost the family more than £10,000 and it was their first ever holiday abroad together.
Mrs Evans, a teaching support worker at a primary school, said: We wanted a really special time away together.
My children are growing up and I knew it was probably the last chance to be away as a family.
We spent weeks dreaming about it, of lying on the gorgeous beach and paddling in the sea, splashing in the pools, sipping cocktails in the piano bar, we thought it was going to be wonderful.
But the familys dream soon turned into their nightmare as they realised their holiday was not what was initially promised.
She said: The hotel was in a state of decay, it looked like it was not really open.
The four star all inclusive hotel in Varadero promised cocktail bars, swimming pools and stunning views
Many services were not in use and Mrs Evans said it looked like the resort was not really open
In our room there were exposed electrics and one of the clean towels had a dirty brown mark across it.
There was litter everywhere, the pools had green scum on the surface and there was broken furniture and beach beds.
None of the bars served cocktails, and the piano bar and other parts of the complex were closed the whole time we were there.
To top it off everyone except me had upset stomachs during the holiday and my youngest daughter was very ill on the flight home.
The family submitted their many complaints to their tour representative on the first day of their holiday and asked for a move to another hotel.
But they were told there was nowhere of better quality than where they already were.
The family said the holiday was the stuff of nightmares with crumbling paths one of many complaints during her stay
Each member of the family was offered £100 as a voucher off any future break with The Holiday Place
The hotel has a 3.5/5 star rating on TripAdvisor but Mrs Evans said she burst into tears when she arrived at the resort
Mrs Evans said: We felt £10,000 was more than enough to pay to expect a decent standard.
Even allowing for different standards in poorer countries, this was not what we paid for.
It is a beautiful resort and if our hotel had been what we were expecting it would have been a really memorable week.
But we were counting down the days to come home.
My husband Steve felt hed let me down and felt really guilty, it really affected all of us.
The holiday company the family used, The Holiday Place, offered each member of the family a £100 voucher off any future break with the company as a goodwill gesture.
They also referred the family to terms and conditions stating visitors should not expect UK standards based on star ratings, but the relative norm for the area.
Mrs Evans said: Im not knocking Cuba at all, we loved spending a couple of days in Havana before going to this hotel, and the beach was everything we wanted.
But the hotel was the stuff of nightmares.
The hotel has an average rating of 3.5/5 on TripAdvisor and is described as very good.
But three successive reviews describe it as very disappointing, a disgusting place and service has gone to hell.
The Holiday Place said it takes all comments and feedback seriously and fully investigates each case.
It has been in contact with the family and is dealing with them directly.
If the hotel is not what you expected, youve got no protection by law in most cases and travel insurance almost certainly wont cover you.
However, if you booked it as part of a package, the tour operator is obliged to describe the hotel accurately under the Package Travel Regulations.
Money saving expert Martin Lewis recommends taking photos of your holiday experience as evidence
If it doesnt, youre entitled to compensation.
If it wasnt a package, you could complain to the hotel or travel agent.
They may do something if they agree with you or if they simply want to keep you sweet particularly given how sensitive hotels are to bad reviews.
Outline exactly what the issues were.
Your complaint is also likely to be stronger if you do it as soon as the problems arise.
Taking photos as evidence will also be helpful.
And if the firm you booked with is an ABTA member, any accommodation must meet certain basic standards.
So you could ask ABTA to step in if you get nowhere, though theres no guarantee of success.
For help, see the Money Saving Expert blogs and
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Published by Associated Newspapers Ltd
Part of the Daily Mail, The Mail on Sunday Metro Media Group
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