Accommodation was roomy and so clean. If you needed anything, just leave housekeeping a note. Preferably Spanish. Room cleaned daily.

Donna Bradley-Upton 49 Coventry Road Leicestershire LE9 6QB 19 June 2026 Customer Relations Department TUI Subject: Formal Complaint – Holiday to Mexico (10 June–17 June 2026) TUI Reference: ********** Hotel Reference: ********** Dear Sir/Madam, I am writing to make a formal complaint regarding our recent holiday to Mexico booked through TUI between 10 June and 17 June 2026. This holiday was booked in good faith through TUI and included flights, accommodation, additional seat selection costs and parking arrangements. Unfortunately, the experience fell far below what we reasonably expected and resulted in what should have been an enjoyable holiday becoming an extremely distressing experience. Upon arrival at the hotel, we immediately noticed a very strong and unpleasant odour around the resort. The smell was pungent, sickening and concerning. During check-in we were asked to sign a waiver acknowledging that the hotel was treating an issue. We were informed that this related to seaweed; however, the nature and extent of the issue was not properly explained to us. As we arrived in the evening, we could not see the beach area at that time. During the stay we became increasingly concerned about the environmental conditions and the odour around certain parts of the hotel, including outside our room. We were not informed in advance about the severity of the issue, nor given any warnings regarding precautions or beach access restrictions. During our stay, after being exposed to the smell all day, all party members felt nauseous and dizzy and at times left us feeling reliant on our air-conditioning to provide us with clean air. On Saturday 13 June, all three members of our party (Marc, Donna and David) ate at the Blue Moon restaurant within the hotel. Later that evening, all three became unwell. Marc suffered severe diarrhoea throughout the night and was seen by the hotel doctor the following day. He was prescribed medication at his expense and advised that he had gastroenteritis caused by a stomach infection. He also recorded a temperature of 37.1°C. His illness significantly affected the holiday and prevented him from leaving the hotel and required him to remain close to toilet facilities. Donna also experienced severe diarrhoea, stomach cramps and nausea. She was unable to leave the hotel and had to purchase medication from the hotel shop at inflated prices in an attempt to manage her symptoms. David experienced stomach cramps and milder diarrhoea, which may have been less severe because he consumed less food at the restaurant. As a result, we effectively lost our holiday. We estimate that we had only approximately two full days where we were able to enjoy the experience, with the remainder heavily affected by illness. On Sunday evening, Donna and David were unable to make a reservation at a restaurant due to illness and instead attempted to eat at the buffet restaurant, where there were few suitable food options they could tolerate because of sickness, so unable to eat. Donna later attempted to obtain a hot drink from the bar but was informed the machine was not working. She then requested room service and was advised there would be a charge despite there being no functioning facilities in the room to prepare drinks, as the machine appeared to also be broken. Maintenance eventually attended and discovered that the socket in the room where the coffee machine had been placed was not working and had to locate an alternative socket elsewhere in the room, which ended up being on the floor. Throughout the stay there were numerous operational issues. Restaurants repeatedly failed to open at advertised times, often opening 30 minutes late or more. There were extensive queues and staff frequently appeared uncertain regarding arrangements and opening schedules. We also raised concerns with the TUI representative, Karen, during the holiday and asked her to open a complaint while abroad. During this discussion we raised concerns regarding illness and our overall experience; however, we felt our concerns were not treated with sufficient seriousness and support afterwards was limited. Additionally, we were advised by the TUI representative that it would be possible to walk along the beach to the neighbouring village. In reality, due to the mounds of rotting seaweed on the beach this was not possible. We have since learned from hotel staff that issues relating to these conditions had allegedly been ongoing for some time. Had we been aware of the extent of these issues prior to travel, we would have reconsidered our booking at this location. Now that we have returned to the UK, members of our party continue to experience ongoing symptoms and effects following the holiday. Which has caused disruption to work and having to cancel and postpone bookings for experiences in our business we have had booked inas we are unable to run the sessions. We request that TUI investigate: • The illness experienced by our party following dining at the hotel especially at the Blue Moon Restaurant in the resort. • Whether air quality testing has been undertaken at the hotel and the results of any assessments • Why clearer information and disclosure regarding conditions at the hotel and beach area were not provided prior to booking and subsequent departure. • The standard of customer support provided during our stay. Given the significant impact on our holiday, the loss of enjoyment, illness suffered, additional expenses incurred and the overall experience, we ask TUI to consider appropriate compensation. Our preferred resolution would be a replacement holiday equivalent to the cost of the expense or renumeration for our losses. We would appreciate a written response within 14 days. Yours faithfully, Donna Bradley-Upton

The hotel is a little tired in areas but the entire staff are superb

Hotel under staffed...restaurants closed...poor choice...sub standard food....restaurant staff apart from breakfast very poor

The food was extremely disappointing including the restaurants. The lack of a clean beach was a huge negative for us. The hotel and staff were very good