A family say their £4,000 holiday was ruined by a “filthy” hotel which left their five-year-old on antibiotics. Samantha Smithson, 34, and husband Dion Hart, 31, took their two children — aged two and five — and Samantha's parents away to Tunisia in August.
When they arrived at their hotel on August 10, they were put in a room that had just a double bed, which Samantha shared with the children, and a single bed, which Dion took. The couple also claim they found exposed cabling, wobbly balcony railings, a smashed light, and a shower tray that did not drain inside the room.
Unsafe room and undercooked food
They said the hotel was dirty and food on the all-inclusive trip was undercooked, so they spent around £500 extra buying food from outside the hotel. They claimed to notice faeces in the swimming pool twice and alerted staff.
The family said rubbish was left out, and their towels were dirty. Samantha said the hotel had no air-con in the 40-degree heat. Playground equipment was broken, and the advertised spa and gym were not open, she said.
Child's illness and refund offer
Their five-year-old has been given antibiotics for 40-degree temperatures and gunky eyes since coming home, and doctors said it was likely caused by dirty water, Samantha said. Samantha and builder Dion booked the holiday, at the Abou Sofiane Sousse hotel and aqua park, through online travel agent On The Beach.
Samantha, an operations manager from Canterbury, Kent, said: “It was the most horrendous experience. Our room wasn't safe and I spent the whole week feeling anxious about the kids. I was in tears all the time, it was awful. We just couldn't wait to get home.”
She added: “I do not believe that £496 fairly reflects what our family experienced or the significant difference between the holiday we paid for and the holiday we actually received.”
Complaint and response
Samantha made a complaint on August 17 and on August 25, and was offered a partial refund 28 days later. Samantha, who shared the story on Talk to the Press, said: “It's just unacceptable to book in more people than they have capacity for, and to take bookings for rooms they don't have.”
She continued: “I'm really disappointed that On The Beach didn't help us at all. We trusted them with our money and have been completely let down. We spent the whole time trying to contact them, but you can't speak to anyone. It was filthy everywhere; it was horrible. Our kids were hungry the whole time because the hotel food we had paid for was so bad, and dangerous.”
A spokesperson for On The Beach said: “We’re sorry that Ms Smithson was disappointed with her hotel stay and we have been in contact directly in an effort to resolve her complaint. A partial refund of the hotel cost has been offered and has not yet been accepted.”
The Abou Sofiane Sousse Hotel and Aqua Park were contacted for comment.
