A family from Golcar, near Huddersfield, has described their holiday to Benidorm as a 'nightmare' after discovering their apartment was riddled with mould and damage. The Hemingways paid £4,800 for two weeks at the Levante Lux complex through Thomson, but found the accommodation in a state of disrepair.
Upon arrival, the family of five adults and three children encountered 'punch holes' in three doors, a loose sink, and loose glass in the patio door. Mould was present throughout the apartment, and wardrobes in the bedroom were damaged and unstable. The cooker was unusable as all shelves had been removed.
Outside, the swimming pool area featured rusty metalwork and missing drain covers, with most sun loungers broken. Diabetic father Mark Hemingway complained to a Thomson representative and requested a move, but was told there were no vacancies. After four nights, the Spanish owners relocated the family to the nearby Levante Beach, which was cleaner and in better condition.
Thomson has since offered the family £137 in vouchers, but the Hemingways believe they are entitled to £1,700 for their stay in the dilapidated apartment. Mark, a 43-year-old glazier, said: 'It looked fantastic in the brochure. The lady who booked it said it was a nice apartment and building and that she’d never had any complaints.' He added that the experience caused distress and that he would never use Thomson again.
A Thomson spokesman said: 'Thomson is sorry to hear of Mr Hemingway’s experience. Our team in the resort did everything possible to assist him during his stay. Following a review of his complaint we have offered him a gesture of goodwill. We would like to reassure customers that this hotel remains a popular choice.'
