I made a booking to stay with you from 20 / 12 / 2019 to 27 / 12 / 2019 at Puerto de Santiago Tenerife. However, I have found my booking unsatisfactory. - our transfer from the airport dropped me and my family outside a shopping centre and we were told the hotel was at the end of the shopping centre, if i'd have known this at time of booking i'd never had booked this hotel. - our check-in at the hotel was poor, the lady was half asleep and didn't seem interested in us, she didn't even say hello. - we went upto our apartment to find out it was neither "sea view or view with a balcony" which i selected when i booked with Tui. - on inspection of the bathroom we noticed a lingering smell, like the pipes were perhaps blocked, the smell was disgusting and we had to keep the door closed at all times, or else the rest of the apartment would smell just like the bathroom. - as our first day was long we didn't have anything to eat o thursday evening so we were looking forward to breakfast on the friday morning which was part of our room rate. - we reported for breakfast, advertised on the TUI website and in the Hotel Vigilia Park welcome pack "buffet breakfast", i can confirm that i have been on many european city breaks and have had a buffet style breakfast there. What was at our hotel was not this. it was absolutely disgusting in taste, presentation and was cold. Breaded cold chicken breast was cold when bitten into after taking from the hot plate! The coffee machine tasted like filter coffee granules and the filter coffee tasted like coffee machine granules. A very unpleasant experience. - later that morning we decided to go and walk our breakfast off with a short walk, then we came back and decided to take our 9 year old son into the hotel pool. we all got into the pool but me and my wife got out after a short time because it was to cold, whilst our son continued playing. we had to leave the pool because my son said he wasn't feeling very well, so we went upto our room. as soon as we got back to our room he started to be violently sick, feeling very unwell, shaky & generally unwell. we looked after him and all went to bed early evening. later during the night myself and my wife woken up with stomach cramps, violently being sick and we both diarrhoea. Given that we had only eaten food at the hotel and been in there pool, the cause must have been from 1 of these areas. We all stayed in bed for 3 days, however i had to pop out and get medicine for us all. - i went to reception to complain about how poor the breakfast was and that the pool must be dirty, i was told that the manager wasn't in residence and to come back later on. 2 days later i returned to complain and got told the same that the manager wasn't in residence and i'd have to call TUI in resort helpline. i called the number to be greeted by a very unhelpful rep, how can i help you mr mills she said. i went through all my issues at the hotel and stated that we wanted to be moved hotels. she called me back within 30 minutes stating that the hotel were unaware of my complaint, that we could not move hotels and offered me a £50 goodwill voucher which i declined. she stated that the plumber at the hotel will fix our drainage problem, however on return to our apartment the drainage hadn't been fixed but made worse as all the water was leaking out onto the apartment floor underneath the bathroom door. we had to use a mop and bucket to clean up - in the 7 nights we were there our apartment was only cleaned on 2 occasions. I strongly feel that this was totally unacceptable. - We booked and paid over £2160 for a special holiday, to relax and enjoy christmas away as a family. with the above this was far from what we expected and paid for. We feel cheated by TUI, our holiday was a complete and utter shambles. - Although both my wife and son have now recovered from their illnesses, I on the other hand am still very poorly. I have visited my doctors who have confirmed i have Gastroenteritis. I strongly believe the actions of the hotel caused me and my family to all be poorly. - I have since written to TUI complaining and they have been unable to answer any of my issues and have offered me a £210 holiday voucher which i have declined, because i will never ever book with them again so is a waste of time. This was not rectified, even after I asked for a resolution while I was staying there.
Under The Package Travel and Linked Travel Arrangements Regulations 2018, I am due compensation as the holiday fell short of the description I was provided when I booked the holiday, and it wasn't up to reasonable standards.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC