A British family's dream holiday to the sunny Costa Blanca quickly turned into a damp and miserable nightmare after discovering their pre-booked apartment was riddled with mould.
Jade Wylie, who had saved up for a much-needed break with her partner and young child, was horrified upon arriving at their accommodation in Benidorm. Instead of the pristine apartment they were promised, they were greeted by a strong smell of damp and visible black mould spreading across the walls and ceilings.
Health Fears Force Family to Abandon Holiday
The condition of the apartment was so severe that the family felt they had no choice but to leave immediately, prioritising their health, especially that of their young child. "We couldn't risk staying there with a baby," Jade explained. "The smell was overpowering, and the mould was everywhere. It was utterly disgusting and a serious health hazard."
Their dream getaway, booked through travel giant TUI, was over before it had even begun. The family was left stranded, having to find and pay for alternative accommodation at their own expense to salvage what was left of their trip.
A Struggle for Refunds and Accountability
Upon returning to the UK, Jade faced an uphill battle to get answers and a refund. Despite providing clear photographic evidence of the squalid conditions, her initial complaints were reportedly dismissed. The experience highlights a potential gap in consumer protection for travellers who book through third-party agents.
While TUI has since issued a refund for the accommodation, the incident serves as a stark warning for other holidaymakers. It underscores the importance of thoroughly researching accommodation and understanding your rights when a booking goes severely wrong.
Top Tips to Avoid a Holiday Letdown
- Research Extensively: Don't just rely on the agent's photos. Look for recent independent reviews on platforms like TripAdvisor.
- Inspect on Arrival: Always check your accommodation the moment you arrive. Document any issues with photos and video immediately.
- Know Your Rights: Familiarise yourself with the ABTA and ATOL protections. Your travel agent has a responsibility to provide what was advertised.
- Complain On-Site: Report any major issues directly to the resort representative and the accommodation provider without delay to give them a chance to resolve it.
