A couple from Hull was left angry and upset by the ‘depressing’ condition of their four-star hotel during their trip to Bulgaria. Chris Sunman and his partner Nicky were excited about their stay at the Fenix Hotel in the Sunny Beach resort. However, upon arrival, they were devastated to find that the hotel looked nothing like the images in the brochures.
Chris described the room as rundown, with shabby furniture, chips and stains on the coffee table and furniture. They also noticed safety issues, such as exposed live wires at a child’s height and dangerous paving. The couple made a complaint on the second day of their holiday, expressing their disappointment and concern about the potentially dangerous conditions.
The couple faced difficulty in complaining about the hotel. Balkan Holidays, the company that offered the holiday, dismissed their concerns, claiming that the hotel met four-star standards. TUI, the booking agent, offered to move them to another hotel but at their own expense. Frustrated and upset, the couple reported the case to ABTA, the travel association.
It is important to note that TUI clarified that they were only a booking agent and had no control over the hotel’s rating. Balkan Holidays stated that they were aware of the complaint and were working directly with Chris to address the issues.
Overall, this experience has left the couple exhausted and disappointed. They believe that as paying customers they deserve a better response from both TUI and Balkan Holidays. ABTA has received their referral and hopes to resolve the matter amicably.
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