'Luxury £12k Jamaica holiday with TUI turned into nightmare'
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 their £12,000 luxury getaway to Jamaica turned into an ordeal they describe as a 'nightmare'. Lucy Hylton, 39, recounted the horrendous conditions at the five-star resort where the buffet was 'filthy', with broken furniture – forcing them to dine out for half of their stay.
Upon arrival, they found dirty rooms, one of which had such a bad odour that it was nearly impossible to breathe in. With a young child in tow, the Hyltons 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 its unkempt floor and damaged fixtures, stunned her further. "The floor was dirty. It was unbelievable" she added.
Lucy recounted the holiday nightmare, detailing 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 described 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: "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."
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'Luxury £12k Jamaica holiday with TUI turned into nightmare'
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Family saved for a year for £12k TUI holiday but claim it was far from luxury Lucy Hylton claims the buffet at the all-inclusive five-star hotel was 'filthy' prompting the family to eat out Zatar, Lucy and Leo were excited for their first family holiday (Image: Jam Press ) A British family who spent £12,000 on a luxury trip to Jamaica claimed they were met with unclean accommodation and a "filthy" buffet. Lucy Hylton, 39, said the family had booked the five-star all-inclusive resort which had a 'luxury' rating. But she claimed they were met with the opposite and said they had to dine out for a significant part of their stay. On their arrival, Lucy said that one room also had such a pungent odour it was hard to stay inside. She also claims fire alarms were blaring repeatedly. Lucy and her 30-year-old husband Zata spent £6,000 on a fortnight's all-inclusive stay at Royalton Negril in Jamaica with their four-month-old son Leo. Lucy's parents Sheila Hoy, 69, and Graham Hoy, 68, also paid the same to accompany them, excited as this trip marked their grandchild's first holiday, reports the Manchester Evening News. Lucy described the hotel as "filthy", despite it's five-star rating (Image: Jam Press ) The holiday was an opportunity for baby Leo to meet his paternal relatives residing in Jamaica for the first time, prompting the family to save for a year to afford the journey. From superstar gigs to cosy pubs, find out What's On in Wales by signing up to our newsletter here The hotel was described as boasting superior service, gourmet cuisine, and an opulent ambience, but Lucy said: "It was a nightmare from check in. Article continues below "Our room was dirty," she claimed. "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." Lucy Hylton was shocked by the state of the hotel, which she had stayed at three times prior (Image: Jam Press ) She went on to describe the deplorable state of the buffet space – calling it 'filthy' and cluttered with broken furniture. "The floor was dirty. It was unbelievable" she added. "The grills were thick with grime, and the microwaves looked like they'd never been cleaned. The family ate out every night despite paying for the all inclusive resort (Image: Jam Press ) "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." Lucy also alleges that on the second to last night, the fire alarm was triggered multiple times, causing Leo to wear ear defenders and forcing the family to stay on the balcony until 5am. "On the second to last night, the fire alarm was going off at 11pm," she recalled. "We thought they might be testing it, even though it was a strange time. The fire alarm in the room next door was constantly sounding. "Our fire alarm was ringing every ten minutes from 1am to 5am. They came and removed the bit that makes the noise, which is dangerous. The fire alarm allegedly blared for "hours", prompting the family to sit on the balcony until 5am (Image: Jam Press ) "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. "My mum and dad were desperate to go home from day three." They arranged their holiday through TUI, who informed them two months prior to their trip that the hotel was no longer part of their platinum collection, but assured them that all five-star facilities remained unchanged. After lodging a complaint, their rooms were cleaned and they were given the option to switch rooms. Lucy and Zatar were offered complimentary beach cabanas with waiter service and a discount voucher as a goodwill gesture, yet they insist on a refund for their hotel stay, which TUI has reportedly refused. There was broken furniture cluttered around the hotel, Lucy claims (Image: Jam Press ) Lucy expressed her frustration, saying: "They said there's nothing they can do. Their response is disgusting, but I'm not shocked by it." Describing the disappointment of their first family holiday, she added: "It was our first family holiday, and we were so looking forward to it, but it was horrible." She also shared her guilt over the experience: "I felt terrible for my mum and dad, and I felt responsible because I'd recommended it." The situation has also affected her husband, who has ties to Jamaica: "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." Lucy said that her parents were "ready to leave" by day three (Image: Jam Press ) In light of the experience, Lucy stated adamantly: "I'll never use TUI again," despite noting that "TUI is the only company that flies from Manchester to Jamaica." This visit marked Lucy's fourth time at the hotel, which she feels has deteriorated since her last stay in 2021. Article continues below Reflecting on past experiences, she said: "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 has chosen not to provide a statement on the matter.
