A dad who thought he and his family were jetting off on their dream holiday to Jamacia has described the £6,000 trip as ‘hell’.
Nottingham dad David Wright, 44, his partner, and two children flew from Manchester Airport to the Caribbean for a week as part of a TUI package holiday on October 21.
But he says it was all downhill from there, claiming that as soon as they arrived at the Royalton Negril hotel it became a ‘nightmare stay’ and also alleges his son, 11, was 'offered drugs'.
Though many of David’s complaints have been rebutted by the hotel, he said parts of the trip were 'shocking'.
Speaking to Nottinghamshire Live, he claimed: "I have never seen anything like it. Everywhere you go you could smell weed burning – around the hotel, around the pool, so that was quite shocking."
David claims that at one point his 11-year-old son Tom was approached on the beach, which backs onto the hotel, and offered drugs.
He said: "He ran up to me and said 'this guy has come up to me on the beach and offered me drugs'.
"He was gesturing a sniffing motion with his nose. I asked for him to point him out – these guys were pretty intimidating – and I went up to the security who were just sitting around the pool on their phones. They did absolutely nothing. They had watched all of this happen. It was really, really bad."
He claimed features such as the floorboards, the safe in the room, and the air conditioning were also broken.
The family alleges they were also made to queue for at least 30 minutes for breakfast every morning, and on their last full day the family claim they were locked out of the hotel room from 3 pm until 10:45 pm.
"My family were crying," he said, "I was complaining that much in the end that they threatened to call security on me. It was really traumatic – terrible.
"They didn't care. We got in eventually because the man who handles the luggage had a skeleton key – and then we were trapped inside the room the next day.
"We didn't get out until 12:30 pm. We couldn't go out and get breakfast – I kept calling reception but nothing got done."
He claimed that the lifts smelt like "urine and weed" throughout the stay.
David said: "It was a nightmare. It was supposed to be our dream holiday, we had it moved back from last year.
"I think it's so wrong what they [Tui] have done. There are people who save up for years to go on these holidays."
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He claims he has not received a good enough apology or any offer of compensation after putting in a complaint when he returned back from holiday.
A spokesperson for Tui said: "We were very sorry to hear that Mr Wright did not enjoy his holiday and have offered him our sincere apologies.
"As he did not make us aware of his concerns during his stay, we are now looking into them with the hotel and will go back to him directly to resolve this with him."
A spokeswoman for Royalton Negril said: "Our team is truly disheartened to see the matters mentioned and that our team were not made aware of the issues while they were on the property so that we could have thoroughly investigated and resolved the stated issues to ensure they had an enjoyable and exceptional time with us.
"We extend our deepest apologies for any inconveniences. Our ultimate goal is to become a vanguard of all-inclusive resorts, in providing the highest level of services and facilities and deeply regret any shortfall that may have occurred. Please be assured that guest satisfaction, health and safety and comfort remain our priority.
"Please be advised that we have a zero-tolerance for any selling of illegal drugs on our property by our valued guest or staff and we have security in all areas to ensure that this is adhered to.
"In addition, during our valued guests' stay, we did not experience a high occupancy, hence there was not a queue at any of the restaurants.
"Mr Wright also mentioned that he was locked out of his room for six hours and was also locked in his room, please note that once our valued guests are experiencing any issues with their room keys same is being fixed instantaneously by our dynamic front office and or security team, once reported.
"Additionally, due to the design of the rooms, it is highly unlikely for our valued guests to be locked in their rooms unless they have double-locked the doors.
"As it relates to the cleanliness and upkeep of the resort, we place great emphasis on this and have different auditors as well as the ministry of health to ensure that we offer the highest level and excel in cleanliness as we are certified to have our resort operating at the level that the government and these auditors expect.
"All rooms and the entire property is deep cleaned and sanitised daily, food health and safety are also checked to ensure that the meals consumed are up to standard.
"We sincerely hope that there were aspects of their vacation that our valued guests enjoyed and trust that our team will have the opportunity to welcome them back home to our beautiful property."
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