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Dream holiday will be a nightmare, fear couple

By Burton Mail  |  Posted: September 03, 2013

03/09/13 Couple's anger with travel agent over dodgy hotel. - Denton Road, Burton Ken Sainsbury booked a 5* hol in Cuba but they are not going because Thomas Cook will not change their hotel after they saw loads of bad reviews on Trip Advisor.

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A COUPLE who booked a dream holiday to Cuba look set to lose the £2,000 they spent on it after a travel agent refused to change their hotel.

Pensioners Ken and Gloria Sainsbury of Burton had planned the two week trip to celebrate their golden wedding anniversary which was in March but were put off after spotting a number of bad reviews online of the hotel they had booked.

They booked the holiday four weeks with Thomas Cook ago and opted for a luxury five star hotel. After seeing the reviews they have asked the travel agent to put them in another hotel, which they are willing to pay for.

Amongst the concerns the couple have spotted online include mice in rooms, flies on food and e-coli poisoning and cockroaches on food. One reviewer wrote: “There are obvious health and safety issues apparent related to the maintenance and cleanliness of public rest rooms along with issues related to food hygiene in the open air eateries.”

The couple are due to fly out this Saturday and have still not decided whether they will go.

Mr Sainsbury, 72, said: “We booked with Thomas Cook to go to Cuba but the information from Trip Advisor is that it’s ghastly.

“We have been away for a week and have been in touch with them to explain our concerns and said we are more than willing to pay a little more for a different hotel.”

Mr Sainsbury added: “The original the reviews weren’t that bad but they got worse.”

A spokesperson for Thomas Cook UK and Ireland said: “Our experienced agents want all of their customers to have a positive experience, and always recommend the best options available based on their requirements.

“We are disappointed that Mr Sainsbury feels the hotel he booked is no longer suitable, but as we are confident our holidaymakers continue to enjoy the Melia Cayo Canta Maria Hotel, there is no criteria to offer an alternative on this occasion.”

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