A couple told how their holiday, meant to celebrate their 20th wedding anniversary, was ruined when they were given a “dirty” room that they couldn’t change, according to the “Mirror”.
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Dave and Laura from Rochester paid £1460 for a six-night stay at the Los Olivios hotel in Costa Adeje (Tenerife); the trip was booked through Loveholidays. However, upon arrival on September 6, they claim to have found a “horrible” room: it lacked the advertised air conditioning, there were clumps of hair left by a previous guest, and a live flea was even crawling on the bedside table.
With only one day of holiday left and after complaining many times to both the reception and the company that sold the trip, the couple say they returned to the room every evening in horror – and are now demanding a refund.
Dave told The Mirror: “As soon as I stepped into the room on Sunday and went to the bathroom, I saw – and I’m not exaggerating, you know, it wasn’t just a stray hair, but whole clumps of hair everywhere. Pubic hair and everything – just on top of the trash bin. It looked like someone had shaved there; honestly, it was disgusting.”
42-year-old Dave said he filmed the mess on his phone and went to the reception to complain; the staff assured him everything would be sorted out.
However, when he and Laura returned, the condition of the room had not improved. Dave said: “After getting out of the shower, I wiped the floor with a towel – I lifted it, and it was completely black. I mean, these floors don’t get cleaned in those spots – they probably just brush over them.”
Later he asked for another room but says the hotel staff replied that it was “impossible”. Besides cleanliness issues, the room was unbearably hot at night – with outside temperatures exceeding 30 degrees – so, according to the man, they couldn’t sleep.
Dave said the website incorrectly stated that the room had air conditioning. “There is currently a yellow heat warning in effect, and there is no air conditioning in the room,” he said.
The man continued: “I called the same staff member I had already spoken to and asked: ‘Can you explain why I paid for a clean room with air conditioning, but I’m actually sleeping in a dirty room without it?’ Never mind everything else – when you go on holiday to a hot climate country, you want to be sure you can use the air conditioning in the evening, you know? He told me that the use of air conditioning depends on the hotel’s decision and the air temperature.”
The most disturbing discovery awaited them on Wednesday evening – on the bedside table they saw what appeared to be a live flea. “We came back to the room, sat on the bed, and saw a small flea jumping on the bedside table; I tapped it with my finger, filmed it jumping – and that was the final straw for my wife’s patience.
My wife even refuses to walk around the room without shoes – she just feels uncomfortable from the moment we entered this place. She just wants to go home; honestly, what was supposed to be a pleasant experience for us turned into a complete nightmare. Don’t get me wrong – during the day when we leave the hotel, we have a great time because we’ve been here before and know where to go… but coming back to the room is scary for us.”
The couple feel particularly disappointed with the company’s handling; according to the man, the travel sellers “showed no interest at all” in the situation after numerous complaints throughout the week. At one point he was told he supposedly never even contacted the hotel reception – which he called “complete nonsense”.
“Now they can’t change our experience… I would never book anything through them again and definitely wouldn’t come back here,” Dave added.
A company representative said they were “very sorry” that the couple’s experience at the Tenerife hotel “did not meet the usual high standards” and added: “We are investigating the issues raised directly with the hotel. We have contacted the couple to sincerely apologise and will keep in touch with them while the investigation continues.”
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