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'Honeymoon from hell' newlyweds discover 'cockroaches, faeces in swimming pool and blood-stained towels at four-star Turkish resort'

Mirror logo Mirror 23-08-2017 Sophie Evans

Jetting off to Turkey on their honeymoon, two newlyweds looked forward to a relaxing week in the sun after weeks of wedding "chaos".

The couple didn't take much money, planning to make the most of the all-inclusive features and swimming pools at their four-star hotel in Marmaris.

But, they claim, the trip ended up being the "worst week of their lives", after they encountered a host of issues including a room "like something from a horror movie".

They allegedly walked in to a soaking wet mattress, "fresh" towels stained with blood and faeces, a damaged hair dryer that "sparked blue lights" and a filthy shower.

They also claim one of the resort's pools was closed for six days because of faeces. And they say cockroaches, rats and other creatures were present in the hotel.

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"It was literally the worst week I've ever had," the bride, who does not wish to be identified, exclusively told Mirror Online.

"We went all inclusive because we're not very well off. I understand it was a budget hotel, but it was meant to be four star and I feel it wasn't even one star.

"I cried the whole week. I don't know how we stayed together."

The woman, from Wales, even claims that she heard staff members joking about terrorism and that they were rude to holidaymakers.

The hotel has said there were no maintenance reports relating to the couple's room during their honeymoon and that "an ongoing maintenance programme is in place."

It has also said it "totally refutes" the alleged staff comments.

However, the newlyweds are not the only unhappy customers.

Gemmalee Coombes, from Cwmbran, Wales, was a guest at the hotel at the same time as the couple and said the holiday "was a disaster from the moment we left the airport".

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She told Mirror Online: "I met them [the newlyweds] on the flight over. Unfortunately the hotel was not fit for living in, it was not sanitary and had many health and safety concerns.

"We raised these with our designated holiday rep who claimed we are ungrateful and expect too much. I really would not give the hotel a one star [rating].

"The food was not edible, the staff were rude and despite it being a basic hotel there was not one positive aspect of the business."

She added: "My friend and I paid extra to get early flights home after three days. It really was a disaster... a holiday from hell."

"I don't know how we stayed together"

Out of 2,060 traveller ratings on TripAdvisor , the hotel has scored "terrible" 947 times. It has been rated as "poor" 252 times, "average" 319 times, "very good" 342 times and "excellent" 200 times.

Only yesterday, Darren Harvey, from Maidstone, Kent, took to the site to describe his trip to Pineta Club Hotel as a "holiday from hell", claiming the venue was "falling to pieces".

He alleged staff were rude, the food was "poor", and the towels had holes in them.

Another guest, Ian Smith, from South Shields, claimed that the first room he was placed in had faeces on the headboard, dubbing the hotel "absolutely disgusting".

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The Welsh newlyweds flew off on their honeymoon earlier this summer. Just days earlier, they had tied the knot in a beautiful ceremony.

"We had the most magical time - and then the honeymoon happened," said the bride.

The couple, who had got engaged in Marmaris, decided to return to the popular Mediterranean resort town to mark the start of their marriage.

"We thought, 'let's go back to where it all started,'" said the bride.

"We couldn’t wait to get out for a week break for our honeymoon.

"As we were all inclusive, we didn’t take a lot of money as we didn’t really plan on leaving the resort and just wanted a relaxing holiday after all the wedding chaos."

The newlyweds say they paid between £700 and £800 for the break.

However, when they arrived at the hotel in the early hours of the morning after a "long flight", they claim they were told by staff members that their room wasn't ready.

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"They said go downstairs and have food and drink and we'll have a upgraded room for you," said the woman. "We were too tired from the long day travelling to disagree."

She added that it was about an hour later they were taken to their "upgraded room".

"We turned on the lights to something from horror movie," she wrote in a letter to A1travel.com, the travel agent that she used to book the honeymoon.

She claims there were "open wires" above the pillows, the toilet was "mouldy", the fridge was cracked and supposedly clean towels were stained with blood and faeces.

"It was truly the worst hotel I have ever been to"

She also alleges that their mattress was wet, as if it had been "thrown in the pool".

"We sat on the bed and water rose up," she told Mirror Online.

"It was like someone had put the mattress in the pool. We asked for a dry sheet and they said there was nothing they could do because of the time of the day.

"They eventually threw another soaking wet sheet at us."

The next morning, the couple went downstairs to the reception desk. But they were allegedly told that there was "nothing they could do".

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"We were told there were no other rooms to move us to," said the bride.

"They had sent a man up the night before to look at the room... but he didn't actually help. I would have been happier with just a clean bed and toilet!"

Outside of the bedroom, the woman claims there were a number of other issues with the hotel, including "dirty plates" and flies in the dining area.

She and her husband had planned to stay at the venue to eat, as all-inclusive guests.

However, she alleges that cockroaches, rats, birds and cats were spotted "on more than one occasion".

"It was truly the worst hotel I have ever been to," she said.

"The pool was also closed as someone kept going to poo in it."

She added that she and her partner went to use another pool at the hotel - only for her to cut her leg on its "damaged and sharp" metal ladder.

"I got out of the pool to find it bleeding quite badly so went to put antiseptic cream on it and a plaster," she wrote in the letter to A1travel.com.

"Due to the heat over the week, the plaster didn’t stay on but I continued to use the antiseptic cream which I took with me.

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"Over the next few days, my leg became very inflamed, hot and full of puss, clearly an infection. I messaged your A1 travel Facebook page for advice and was told to ask for an accident form. I did this and I was told no, they don’t know what I want."

"When I explained the situation they refused to give me a form."

In addition to her cut, the woman claims she sustained a bruise to her leg after the shower head in her room "broke" and a pipe "smacked into" her.

During the week, she and her husband saw a rep and expressed their concerns.

However, they were allegedly told that their expectations were too high and there was nothing the rep could do.

The couple were due to fly home on July 17. However, as they prepared to leave, the bride claims they discovered they had apparently been locked in their room.

"We tried calling from the balcony but no one came so we spent nearly 15 minutes banging the door and shouting for help," she recalled.

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"Someone who heard went to get a cleaner who had a key and managed to get us out but would not tell us who had locked us in."

The pair finally made it home, "teary and shook up" by their "honeymoon from hell".

The woman, who took numerous photos of the "issues" at the hotel, claims her leg wound became infected and has now been left scarred.

"The pool was closed as someone kept going to poo in it"

On July 19th, the furious newlywed sent the letter to A1travel.com, describing how the holiday had physically and emotionally affected her and her partner.

On August 11, she received a reply purportedly from the travel agent, which said it was "concerned" to learn of her "dissatisfaction" and experience at the Pineta Club Hotel.

In the letter, a representative for the firm apparently apologised for her unhappiness but clarified that A1travel.com acts as a "travel agent for third party suppliers and components are booked individually to suit a customer's requirements".

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They said: "This is explained on our website, at the time of booking and confirmed on our documentation. Therefore, your reservation was not a package holiday and A1travel.com did not act as Tour Operator. A1 Travel do not act as a principal and your accommodation reservation was with Youtravel.com, for whom we act as retail agent."

They added that the company's intention is to "always offer the best possible service for every aspect of our client's holiday arrangements and we do value the comments we receive from our guests".

"It is a great pity that you did not contact Youtravel.com or A1travel.com from resort to express your dissatisfaction with your accommodation, as instructed on your holiday documentation via the telephone numbers provided," they told the bride.

A1travel.com also sent the bride a letter purportedly from Youtravel.com.

In the document, the company offered its "repeated apologies" for any inconvenience and personal disappointment that the newlyweds experienced.

It also said it was "sorry to learn" the couple had to wait to obtain their room.

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"We are assured that reception try to provide clients with their rooms as soon as possible, however this process can be delayed during busy periods when there are multiple guest checking in at the same time," a representative wrote.

They added: "The hotel has asked us to pass on their sincere apologies for the inconvenience caused to your clients at the start of their holiday."

They also said: "The upkeep and general maintenance of the property are matters of administration for the management concerned and it was therefore disconcerting to read that your clients felt that the room was poorly maintained. It is usually our experience that where such problems are encountered they can be resolved once reported to the staff or management on duty and a change of room requested."

The Youtravel.com representative said the bride's injury in the pool "should have been reported to reception straight away and a manager be called".

They added that it is "important to stress that basic standards we expect here in the UK do not automatically apply in the overseas resorts".

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But they said that the firm ensures that its accommodation is "regularly checked and audited" by "qualified staff".

The Youtravel.com letter included a report from the "hotelier", responding to the claims made by the woman about her honeymoon.

The hotelier said there was "no record" of a delay in the couple's room being issued, a "rolling maintenance programme " is in place, all plates are processed through the main dishwasher before being re-issued for use, a stringent pest control programme is in place and the restaurant is "thoroughly cleaned between meal service times".

They added: "Our rooms receive a fair degree of wear and tear due to back to back usage and heavy abuse, however, an ongoing maintenance programme is in place."

The hotelier confirmed that one of the hotel's three pools was closed on "several consecutive days" due to contamination with faeces while cleaning and chemical treatment was carried out.

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But in relation to the bride's reported leg injury, they said that the hotel has had "no reports of any issues with the ladders in any of our pools". They also said there were no maintenance reports relating to the couple's room during their honeymoon.

And they said they "totally refute" claims staff locked them in the room.

In response to the hotelier's report, the woman said: "My pictures show what we experienced, but this is apparently normal and the hotel has refused that any of this real.

"I just don't understand how the hotel can deny everything."

When approached by Mirror Online, a A1travel.com spokeswoman said the bride is still yet to come back to travel agent about the two letters and the hotelier's report.

She said the woman needs to get back to them and explain what she doesn't agree with.

She added that A1travel.com was happy to continue the investigation.

A Youtravel.com spokeswoman told Mirror Online: "We were contacted by A1 travel with a post travel complaint upon which we immediately investigated the matter with the hotel who assured that during [the bride's] stay between July 10 – July 17 2017 they had not received any filed complain from the guests. We are currently awaiting to get more feedback so the complaint can be investigated further."

Mirror Online has contacted Pineta Club Hotel and Meeting Point International for comment.

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