Dani Baker and her partner Keiran flew from Birmingham Airport to Kos on June 28 for a week-long holiday, expecting a five-star stay at the Kipriotis Panorama Hotel and Suites. Instead, they encountered stained carpets, faulty air conditioning, a loose ceiling, and a broken door lock, forcing them to barricade the door with a chair.
Health and safety concerns
Upon arrival at 1am, the couple found the hotel in an unacceptable state. The reception had no working air conditioning, sandwiches were left uncovered, and large areas were unlit. Corridor carpets were stained and torn, causing trips, and a hidden step under loose carpet posed a hazard. The bedroom had mould on the ceiling, corroded pipework, and a persistent sewage smell.
Dani, who has Postural Orthostatic Tachycardia Syndrome (POTS), said the stress and heat triggered flare-ups. She contacted TUI's 24-hour helpline immediately but received no callback, forcing her to call again the next day.
Unresolved complaints and relocation
TUI offered a €200 voucher or €100 towards a meal as compensation, which Dani rejected. She was also offered a different room but declined. The couple waited over two hours for a room change, and TUI staff advised against booking alternative accommodation themselves.
Eventually, they left the hotel at their own expense to salvage their holiday, incurring extra costs for new accommodation, transfers, and food. TUI later closed the complaint without resolution, and Dani has now escalated the matter to ABTA.
TUI declined to comment.
