"Booked package standard room via Tui, later to find out they use bookingrooms.com with no flexibility when there is cause to complain.
First room 3rd floor had dead mosquitos splatted all over ceiling, live mosquitos, bitten 5 times in 30 minutes. Cockroaches skittling around.
Requested another room. Second room 3rd floor looked clean but stunk of a damp cellar.
Requested another room, 7th floor end of resort, overlooking skips and motorway. Clearly a room prime for burgalry and quick get aways. Patio door broken and taped up with thick black tape, air filtering through, tv not working.
Asked reception for a 4th room or upgrade until the morning once day time staff on, he contacted his director to ask for permission, it was declined.
Got bedding and pillows from original room booking and set up a bed on couch in Reception area.
Eventually, after numerous texts on Tui App, someone called me. She spoke with Reception and I was offered one final room, it was directly under the 3rd room offered on 6th floor. I eventually got in to bed at 4am. At 6am there sounded like two men trying to get in to my room or the room next door.
I went to Reception dismayed seeking an upgrade. Declined and told this request could only come via Tui.
Tui advised a decision would be made within 48 to 72 hours and because my Tui Package holiday was booked by them with their third party partner organisation, that a hotel transfer was also out of the question.
I paid 37 euro plus 20 euro deposit for the room safe. An engineer came along to programme it but it was broken and he couldn't fix it.
I paid 10 euro deposit for a towel.
I clearly wasn't going to enjoy my holiday so checked out and asked for my 67 euro back which i had just paid, receptionist begrudgingly returned the monies.
I booked a H10 hotel aproximately 10 minutes away for 1200 euro online, booked a taxi for 30 euro and checked out.
The SBH Paraisi Playa hotel is full of structural cracks, buckled teracotta tiling, mosquitos and cockroaches.
Tui and the hotel were not prepared to be flexible in using any discretion by way of offering me a better and safer room.
The H10 hotel is beautiful and an entirely different and positive experience in all aspects.
I am waiting for Tui to let me know if they are prepared to still provide my airport transfer which shouldn't be an issue since the H10 hotel is enroute airport from the SBH Paraiso Playa.
On returning home, I will be contacting Rip off Britain, Simon Calder and the Tourism Ombudsman to seek a full refund which Tui have already said they will not pay.
The SBH Paraiso Playa Hotel is disgusting. Tui are a terrible let down. I arrived on a Saturday evening, the Tui Itinerary showed that the first Rep presence was on the Tuesday from 4pm to 7pm.
I will never book a Tui package holiday again.
The hotel is vile if booked in to a standard room."
