Holidaymakers have launched a legal claim against the UK's biggest tour operator over "appalling" conditions at a five-star hotel. The action against TUI UK centres on contamination concerns at the Playa Vista Azul Resort in Varadero, Cuba.
Each of the all-inclusive hotel guests involved was taken ill after visiting the resort in 2022, alleging contaminated food and poor hygiene as the cause. Holidaymakers reported seeing cockroaches on food stations, green algae in the swimming pool and being served uncooked food.
Claimants are working alongside law firm Axiom DWFM to bring the action. Mum-of-three Emma Parkinson said: “I was appalled by the conditions of Playa Vista Azul Resort, I visited the resort in June 2022 with my children and we have all fallen seriously ill after spending 11 nights at the resort.
"There was sometimes an awful smell coming from the restaurant which I could only describe as rotting meat, I witnessed staff using the same cooking utensils for raw and cooked food on occasions as well as the pool being green. This has been a deeply distressing situation as our family holiday was ruined, and we want to hold TUI to account for this.”
Samantha Finch, who visited the resort in May 2022, was hospitalised with a confirmed diagnosis of salmonella. She added: “I am still suffering with salmonella since visiting this resort with the symptoms only getting worse. I attempted to make several complaints to TUI in relation to the poor hotel facilities, but no action has been taken.
"I believe TUI is responsible to ensure the resort does not operate in these conditions, and they should be held accountable.”
Suki Chhokar, partner at Axiom DWFM, said: “Our clients will allege that TUI failed to take the steps necessary to monitor the resorts of the condition of their facilities, leading to consumers being infected with food poisoning. If you or a loved one have visited the resort and experienced symptoms of food poisoning, you may be eligible to join the claim to secure compensation.”
A TUI spokesperson responded: "We are sorry to hear of these experiences at the Playa Vista Azul Resort in Cuba. We’d like to reassure customers that we regularly audit all of our hotels in respect to health and safety. As this is now a legal matter, we’re unable to comment further."
