"We arrived at the hotel at approximately 4:40pm, exhausted after our delayed journey.
Upon check-in, we were directed to the lifts; however, we first had to drag our suitcases up eight steps to reach them. The manager did not offer any assistance or even ask if we needed help. The lift area itself was dark, dirty, and clearly neglected, with plaster coming off the walls and in urgent need of redecoration.
Hotel Corridor
The hallway was dark and dingy, with black floor tiles edged with small burgundy tiles. I commented to my friend that it resembled a 1970s public toilet—it felt damp, poorly maintained, with plaster and skirting boards coming away from the walls. Overall, it was extremely unpleasant.
Hotel Room
When we opened the room door, we were greeted by the outdated décor, sub standard room not a lovely cosy welcome at all, very hostel looking accomidation
As we walked toward the balcony window, we noticed dead insects on the floor. On closer inspection, we realised some were still moving and resembled maggots. There were both dead and live insects on the floor and inside the curtains. When the curtains were moved, insects fell out onto the floor. This made us feel extremely uncomfortable and itchy, and I warned my friend not to open her suitcase, as we did not know what the insects were.
As we inspected the room further, we found:
A dirty shower and shower head
Dirty walls and bedding
Blood marks on the walls
A cracked sink
A fridge door being held shut with gaffer tape
The room was completely unacceptable.
Contact with TUI Representative
On 2nd July , I called the TUI helpline, I spoke to a woman explained the condition of the room, and stated clearly that we wanted to change hotels, as this was not the standard of accommodation we expected. I was extremely upset and felt close to tears at what we had been provided, i had come all this way for an enjoyable holiday with lovely clean smart rooms etc.
Tui women advised that we had to follow a process and first ask the hotel if they could resolve the issue. Although I strongly doubted this given the condition of the hotel, I agreed. I expected Tui woman to assist further, but no meaningful support was provided.
Interaction with Hotel Staff
A cleaner came into the room, and I showed her the insects and the general state of cleanliness. She made a phone call, and about ten minutes later a young man arrived who identified himself as the housekeeping manager. He stated that the insects lived in cracks in the building and that they used bug spray. My friend explained that she has asthma, and spraying chemicals could seriously affect her health.
We were shown a so-called refurbished room, but this was no better and still unacceptable.
Decision to Leave
Having heard nothing further from the hotel manager or the TUI representative, and with no suitable alternative room available, we were left with no choice but to find alternative accommodation. We located the Vidamar Hotel, approximately ten minutes away, and booked it for the remaining three nights, at an additional cost.
When we returned to the Dorisol Hotel to check out, the manager said nothing, offered no apology, and we were not refunded the tourist tax or offered any form of compensation.
The Hotel is dilapidated throughout and in need of a total refurb.
I was surprised that Tui had this hotel on there books, the photos we saw were not for this hotel it was for another so this was very misleading."
