"We arrived on the Friday 25th September, the coach which was advertised as taking 45 minutes actually took 90 minutes. We arrived just before midnight and were greeted by an underwhelming wrap which consisted of a slice of cheese and a thinner slice of cheap ham, a smear of mayo and a few salad leaves, this was rolled in a tortilla and sliced in half which we were given to share. No offer of water or juice was given. We were taken to our room which to say was the worst room we have ever been offered by a so called 5 star hotel. The room warranted a minus star in our opinion. After going back to reception and discussing this with the night desk we were offered no alternative accommodation. On returning to the room we inspected it closer and found it hadn’t been cleaned at all, the bathroom was a joke, not only was it filthy it looks like it was mid renovation( our pictures will show this) the ceiling had brown drips on it from condensation, there were cobwebs in the corners etc etc. The beds were beyond a few hairs and smelled slept in. The sheets to my bed looked marked and this was the final straw. After asking for clean sheets we were told this was not possible. We refused to stay in the room. We were then offered a room at the sister hotel casa cook which we were told was out of commission because of a sticking bathroom door. We were told we had to be out of this room by 11am, I wonder why if the room wasn’t being used. The porter was told to knock in case anyone was in there, a very odd thing to say.
Fortunately no one was in there, although the issue with the bathroom door was that it was non existent, the fridge had no water either and had a half drunk bottle of wine in it.
Eventually we got to bed just after 2am, there was a problem with the room door which sounded like it closed but needed slamming in order to engage the latch. We found this out in the early hours when the door opened while we were asleep.
After breakfast the next morning we went to reception to discuss a new room after viewing one we were told to come back at 11am which we did and still they didn’t have a room ready. Eventually after being left in limbo until after mid day when the room was ready. My wife looked in the bathroom to find the toilet seat was very loose, which you know how easily you could slide of the loo. The screen door to the balcony was jammed which the porter made a note of and these were fixed within 20 minutes. After what we had already experienced the customer experience person should have checked the room himself. We eventually unpacked and headed to the beach around 2pm on the first full day of our holiday. We were asked later to sign a form that said we didn’t want any recompense or compensation for the inconvenience caused by the hotel, we declined to sign this. By this time I had already posted a review which the manager and customer experience person had seen, we were then hounded for 5 days up to Wednesday with texts calls to the room and both mobiles even posting notes under our door until we were interrupted at breakfast by Emmanuel the customer experience person who thought it was appropriate. We then had a discussion regarding the review and were made offers of dinner a bottle of wine and late checkout if we removed the review. I asked if this was a bribe to which he said yes. Again this is the third occasion that this was an admission of guilt to the poor experience with had had. We pointed out that the ladies toilets adjacent to reception had 2 of the 3 toilet seats broken and loose, these were never addressed during our 10 night stay. Neither was the light to the dark stairwell on the accommodation block, I explained that the very low light situation at night was so hazardous it could cause someone to fall on the tiled stairs, again not remedied during our stay, A very poor attitude by management.
Tui played very little part in trying to help us out and offered us £50 off our next holiday with them. For me Tui should have stepped up and done more for a customer who has holidayed with them since 2015 spending thousands on trips. I won’t be going back to cooks club again and will be looking to book through another travel company. For those travelling there avoid room 401 to save you what is meant to be an enjoyable memorable holiday."
