Tour operators slammed for not taking action over ‘hotel from hell’

Consumer claims group HolidayTravelWatch is urging holidaymakers not to be ‘fobbed off’ with £500 compensation from a tour operator in relation to complaints about sickness outbreaks at a Majorca resort

It says problems with standards of hygiene and safety at the three-star  all-inclusiveClub Mac resort in Alcudia are not being taken seriously enough by the resort, or by the tour operators and agents who continue to send clients there.

It says in recent weeks it has received 60 complaints about adults and children suffering from sickness and diarrhoea at the three-hotel resort complex, which relate to holidays taken between May and September this year. HolidayTravelWatch said the complaints were similar to those dating back as far as 2011.

"A pattern of illness witnessed in 2011, 2012 and 2013 is being repeated as holidaymakers report that they are confined to their hotel rooms and are worried about the quality of the food, yet it appears that little is being done by either the hotel management or tour operators to rectify the situation," said the consumer group.

"Some holidaymakers are angry that, having expressed concerns to their tour operator before leaving the UK, they were assured everything would be OK."

HolidayTravelWatch is currently representing 25 holidaymakers who travelled to the resort with First Choice, Thomson and Jet2.com. However, consumer director Frank Brehany said customers who travelled with other tour operators may join the group action.

Other operators to feature the resort, which consists of the Jupiter, Saturno and Marte hotels, include Thomas Cook and Falcon.

Brehany said the legal action was the only course left against the property, which has been dubbed the ‘hotel from hell’ by some holidaymakers.

"We’ve been inundated with complaints about Hotel Club Mac, and many of the issues are being reported widely in social media, so we really would have hoped that remedial action would have been implemented by now," he said.

"We’re very surprised by Hotel Club Mac’s response to the complaints, because gastric illness caused by food poisoning or unhygienic swimming pools is a very serious matter."

He said any families who have been offered the £500 compensation by First Choice should reject it and seek independent advice, particularly when there are children involved.

"This is really bad practice because the hotel is responsible for its guests’ wellbeing and cannot just bury its head in the sand," he added.

"If you lose a couple of days of your holiday because you’re unable to join in activities, and it impacts on the enjoyment of other family members, you’re entitled to be properly compensated. It’s as simple as that."

A spokesman for First Choice and Thomson parent TUI said: "We are aware of a small number of cases of sickness reported at the Jupiter and Saturno Hotel, Majorca [part of the Club Mac complex] this summer, with symptoms experienced similar to a virus.

"Our holiday advisors in Majorca supported and advised any customers who reported that they were unwell. A thorough investigation was conducted by an independent health and safety consultant, who confirmed that the correct containment procedures were in place.

"We cannot comment on the outcome of any individual customer claims, however we would like to reassure customers that we closely audit all the resorts to which we operate to ensure that health, hygiene and comfort levels are maintained."

Thomas Cook faced criticism earlier this year from another holiday compensation firm about sending clients to the hotel. But the tour operator also claimed the sickness outbreaks were of a ‘viral nature’.