'When Miss Jones made contact from her second hotel and asked to be moved we worked with our overseas supplier to find a suitable alternative which Miss Jones and her partner relocated to. The travel agency also said they would conduct an 'urgent review' and has put a 'stop-sale' on the two venues.Ī spokesperson for Hays Travel said: 'We were sorry to hear that Miss Jones and her partner were not satisfied with the hotels during their stay in Bali.
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However, Hays Travel have now said the couple have been offered a refund for their stays at both hotels plus an 'additional goodwill gesture'. Miss Jones said that as of Tuesday, July 12, she had not received a response from the travel agency. They arrived home the following Tuesday, July 5, and filed a complaint with Hays Travel, asking for a refund.
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They were found a room at the Grand Hyatt Bali Hotel leaving the couple with just two full days of a 'truly five star experience' on their two week holiday. But she said they weren't moved until Saturday, July 2, despite numerous attempts to contact the travel agency. Miss Jones said that, following their stay at the first hotel in Bali, Hays Travel promised to move them to a new place 'immediately' if the second was just as bad. The hotel wasn't fit to be open and it said on the sign that they were compliant with Covid-19 safety, which was a blatant lie.' 'It wasn't a safe place to be in at all and the bathroom was horrendously dirty.
We couldn't eat at the hotel because it was just that dirty, it was vile. 'There's a tiny pool at the top of the hotel, which was green, so you wouldn't want to go in there. The pool was actually closed because the roof was falling down and held together with blue rope,' she said. 'We found the bodily fluids on the bedding and the towels. The pool was actually closed because the roof was falling down and held together with blue rope,' Miss Jones said of the Jambuluwuk Oceano Seminyak Hotel in Seminyak They went to their next hotel two days later on the Thursday, June 30, which was the Jambuluwuk Oceano Seminyak Hotel in Seminyak which was '10 times worse'. Miss Jones said she they asked why they hadn't been in touch earlier but she explained they were both 'shocked' and 'didn't want to feel more uncomfortable'. Her and Mr Donlevy contacted agents Hays Travel on the Tuesday, June 28, to complain about the hotel. Miss Jones said she did not feel 'safe' and her and her partner were 'constantly watching over our shoulders', as she claimed she saw a lot of 'crime'. We looked out at what looked like a rotten fence wall with loads of equipment put out there, when we weren't promised that.'
There was just mould everywhere so we had to keep all our clothes in the suitcases. 'We turned the cushions over on the outdoor seating part and they were covered in mould. When we looked around the room, we found black mould going up half the walls. She said: 'We noticed that Adam's coat had started developing mould on it when it had just been hanging up in the wardrobe. 'We found the bodily fluids on the bedding and the towels' They arrived late on that Saturday night, went to bed and then got up the next morning when Miss Jones said they noticed the room 'smelled quite damp'. It was literally a holiday from hell.'įollowing their five-night stay in Singapore, the couple arrived at Sthala, a Tribute Portfolio Hotel in Ubud, Balie, on June 25. 'It was meant to be the holiday of a lifetime and it was a hellhole. But also the anger towards Hays Travel for the way they treated us and how much I had to fight to get us moved to a safe and clean environment. 'It's the anger as well - the anger and shock that we were placed in what should have been five star hotels that were nowhere near five stars.
As much as you can be careful by just using bottled water or that sort of thing, when the place itself is that dirty, you are bound to get ill which obviously we did. 'I'm a nurse, I know the things you can contract in those situations. But it's also the fear you're going to contract something else. 'We did both become unwell in those conditions, with stomach problems. Despair at having to stay in such horrendous, dirty conditions and the anxiety of whether we were going to become unwell,' Miss Jones told CheshireLive. Miss Jones said they left feeling 'unwell' due to mould and generally filthy rooms and 'bodily fluid' stains on the bedding. The holiday turned into a nightmare for the couple during the first leg in Singapore, after arriving at the 'five-star' hotel she described as a 'hellhole'
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