Family told ‘room didn’t exist’ on TUI break at hotel with ‘health hazard’ pool

Family told ‘room didn’t exist’ on TUI break at hotel with ‘health hazard’ pool

A mum has described how her TUI holiday to celebrate her mum's 70th birthday turned into a 'health hazard' – claiming their family pool came with a sheer drop.

Lisa Wood, 40, booked the family trip to Crete in April for her pensioner parents David and Glynis, her husband David, nephew Callum and five-year-old daughter Sienna.

At the time of booking, Lisa was told the Elounda Breeze hotel was under refurbishment, but would be ready by early May.

But she grew increasingly worried when the date of completion was moved around 10 times before they finally jetted off.

Despite her concerns, she hoped for the best after being repeatedly told by TUI that the hotel would be fit for purpose and ready to the "highest standards".

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However just one day into their week-long £4,181 stay at the Elounda Breeze, Lisa became worried about the safety of her family – especially her playful daughter Sienna.

Lisa, from Altrincham, Cheshire, said: "My parents' room had a private pool and when my daughter went to step into it, the steps fell off.

"And around the pool there was a sheer drop onto concrete steps at the side of the pool which was a huge health hazard.

"Kids love running around the pool and jumping in and out."

She also said the four communal pools didn't have any lifeguards.

Lisa, who works in PR, had booked the trip as a celebration for her mother's 70th birthday.


But after arriving to the hotel, Lisa says she was told the two-bedroom family apartment booked for her parents and her 15-year-old nephew "didn't exist".

Lisa added: "When we arrived we saw my parents room and knew it was just too small. It wasn't two bedroom but just had a small space in the room for my nephew to sleep on.

"My parents are elderly and didn't want to be sharing with a teenager, so I went to reception and said the room was too small.

"They then told us the room we had booked didn't exist."

The family had no option but to allow Lisa's nephew, Callum, to move to a room of his own.

She also claimed neither of the rooms had blinds installed yet – with Lisa being forced to hang towels over windows for privacy given there was a footpath right outside her room.


Lisa said: "They didn't sort the blinds out all week and in mine and my husband's room we had no hot water all week – we had a cold shower every day.

"One morning in the buffet restaurant they too had no hot water and guests couldn't even get a tea or coffee at breakfast.

"One day we waited two hours for our main course and food was cold All staff could say was 'they had problems as the hotel is new'.

Lisa said parts of the hotel were still being refurbished during their stay – with workmen using power tools while they tried to relax.

She said: "One the second day we were sat around the private pool in my parents room and there was workmen sawing and drilling.



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