A family has slammed easyJet for a hotel room you “wouldn’t put a dog in”.
Mark Field, 61, and wife Karen, 59, joined their son Nathan, 32, their daughter-in-law Nadia, 38, and their two grandchildren on a £3,900 holiday to Majorca, Spain.
They’ve since described the trip to the three-star Hotel Club Es Talaial in Cala d’Or, as “appalling”. Mark from Birmingham said their rooms looked “nothing like” the pictures published online.
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Mark and Nadia have complained to easyJet and the hotel, but they said no-one has apologised to them or acknowledged the “dreadful situation”.
EasyJet has said it “worked alongside the hotel to resolve the issues reported” and offered a partial refund of £200 “to apologise for any disappointment caused”, which Nadia has accepted, but she said she is “not going to stop fighting”.
(Image: PA Real Life)
Nadia told PA Real Life: “This was meant to be so special and it was just hell.”
Mark said. “I’ve stayed in some horrible places over the years but there were exposed wires, it was dirty, the cupboards were all broken, and the linen didn’t look particularly clean and fresh. So I said, ‘I’m going downstairs, this isn’t the room that we’ve booked’.”
When Nadia showed staff pictures of the rooms they had booked online, she said she was told they would have to “pay extra for those” but they were not available at the time.
Nadia said she contacted easyJet via its app and the airline offered them another, similar room, but this was much further away, meaning the family would have been separated.
Mark said: “The room that we stayed in, you wouldn’t have put a dog in there – it was just disgusting, it was dirty. There were no cups, no spoons, no kettle, nothing in the kitchen, the aircon just blew out warm air, the bathroom was dirty and we had to clean it ourselves. It was just rundown and nasty.”
(Image: AFP via Getty Images)
Nadia said the hotel offered to upgrade the family’s two rooms later in the week, but they were told this would cost an additional 150 euros (£128) per room, so they declined.
Later on that day, the family went down to the hotel restaurant for dinner – and Mark described this as a “nightmare”.
“It was horrible. There was no variety in the food at all, it was either just chips or pork – that was about it,” he said.
“We had to queue for about 15 minutes to get a drink and then when we sat outside at the tables, I did a cursory wipe of the table and they were filthy. I just got a paper tissue and I wiped the dirt off. When we went out to the bar area, we then discovered you have to pay one euro each for a plastic cup.”
Although easyJet has offered a £200 partial refund, Mark said no-one has apologised to the family and he will “never book with easyJet again”.
(Image: Bloomberg via Getty Images)
Nadia added: “We paid £3,900 and what has hurt me the most is that was money that we had to borrow – we took out a loan – and then with the money from family and friends, we paid the loan back, so it was almost like I threw their money down the drain, which is why I want to get as much of it back as I can.
“It was a holiday from hell and it ruined my honeymoon – I can’t get those memories back.”
A spokesperson for easyJet said: “We’re really sorry to hear of (Nadia’s) experience and that her chosen hotel didn’t meet expectations. Our on holiday support team was in close contact with (Nadia) throughout the holiday, and we worked alongside the hotel to resolve the issues reported.
“To apologise for any disappointment caused, we offered a partial refund to (Nadia), which she has accepted, and we will continue to work closely with our hotel partner to ensure all our customers are satisfied with their holidays.”
Hotel Club Es Talaial did not wish to share a statement, but said several alternatives were offered to the guests during their stay and the problems were resolved in a timely manner.
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