Lucy Hylton, 39, says the hotel she stayed in was ‘filthy’ and had broken furniture, and that they resorted to eating out half the time they were there
A Manchester family have been left devastated after they said their £12,000 luxury getaway to Jamaica turned into an ordeal they describe as a ‘nightmare’. Lucy Hylton, 39, recounted what she said were the horrendous conditions at the five-star resort where she alleges the buffet was ‘filthy’, with ‘broken furniture’ – forcing them to dine out for half of their stay.
Upon arrival, they say they found dirty rooms, one of which they allege had such a bad odour that it was nearly impossible to breathe in. With a young child in tow, the Hyltons claim they were further troubled by relentless fire alarms throughout their stay.
Lucy and her husband, Zata Hylton, 30, splurged £6,000 on a two-week all-inclusive vacation at Royalton Negril, Jamaica, to introduce their four-month-old son Leo to his Jamaican relatives.
Joining them, Lucy’s parents Sheila Hoy, 69, and Graham Hoy, 68, also invested £6,000 hoping to delight in their grandson’s first overseas experience, reports the Manchester Evening News.
The five-star resort promises to give guests a “luxurious experience, mouth-watering gourmet meals and superior, friendly service at every turn”. But Lucy said: “It was a nightmare from check in.
“Our room was dirty,” she continued. “Mum and Dad’s room was horrendous. It stunk so bad you could barely breathe, the shower door was broken, the couch was broken, and the TV was broken.”
The buffet’s condition, with what she said were its unkempt floor and damaged fixtures, stunned her further. “The floor was dirty. It was unbelievable” she added.
Lucy recounted the holiday nightmare, detailing what she said was the appalling state of their accommodation: “The grills were thick with grime, and the microwaves looked like they’d never been cleaned.”
Despite opting for an all-inclusive package costing £6,000 each, the family chose to dine out: “We would never usually eat out because it was all-inclusive, and we paid £6,000 each, but we were scared to eat from the buffet, so we ate out seven times.”
She also claimed there was a distressing incident involving her son Leo: “On the second to last night, the fire alarm was going off at 11pm.. “We thought they might be testing it, even though it was a weird time. The fire alarm in the room next door was going off constantly.
“Our fire alarm was going off every ten minutes from 1 am to 5 am. They came and removed the bit that makes the noise, which is dangerous,” she added.
The situation escalated, affecting the entire family. She said:: “Leo was screaming so he had to wear ear defenders, and we sat on the balcony until 5am. Some issues are small, but together they’re a problem. Because we were stressed, Zatar and I were arguing.”
Her parents were also affected by the ordeal: “My mum and dad were desperate to go home from day three.”
The trip was meant to be special, as they had saved for a year to introduce Leo to his relatives.
Their booking was made through TUI, who informed them two months before the trip that the hotel was downgraded from their platinum collection, yet assured that the expected five-star facilities remained unchanged.
Following their complaint, the family’s rooms were cleaned, and they were offered an alternative room. They were also offered complimentary beach cabanas with waiter service and a discount voucher as goodwill gestures.
The couple has been battling for a refund from TUI for the cost of their hotel stay but claim the travel company has refused to budge.
Lucy expressed her frustration, saying: “They said there’s nothing they can do. Their response is disgusting, but I’m not shocked by it. It was our first family holiday, and we were so looking forward to it, but it was horrible.
“I felt terrible for my mum and dad, and I felt responsible because I’d recommended it. My husband is so upset because I’ve got a stale taste in my mouth for Jamaica, and that’s his home country and my son’s heritage.
“He had high expectations of introducing Leo to his family.”
“I’ll never use TUI again, “she added. “TUI is the only company that flies from Manchester to Jamaica.”
This trip marked Lucy’s fourth visit to the hotel, which she claims has deteriorated since her last stay in 2021.
She complained: “I’ve always said Jamaica is the best Caribbean island, the people are friendly, it’s authentic and there’s loads to do, but this has put me off.”
TUI declined to comment when approached by Manchester Evening News.