A FAMILY’S dream holiday to Turkey was ruined after arriving to find their luxury, five-star beach resort closed.
They were then moved to a replacement hotel – where they found “exposed wires” and a filthy green pool which gave their daughter an eye infection.
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Rubeka Hussain, 35, had booked the £1,650 Teletext holiday with her partner, Wasim Khan and their two-year-old daughter Isla.
She booked an all-inclusive trip to Didum Beach Resort after losing their original flights with Thomas Cook in September.
Their seven-night trip was supposed to be an anniversary treat for herself and her husband, as well as the first holiday for their daughter.
It was set to be a dream experience away from their Small Heath, Birmingham home, with the advert boasting three restaurants, four bars, waterslides and a range of activities for families and children.
However, on arrival at the beach resort, the couple discovered it had closed for the season just a day earlier and they were instead shifted to another hotel.
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She told Birmingham Live: “When we arrived the taxi driver took us outside the hotel and the guard outside told him that this hotel is closed and we need to go next door.
“But when I booked, the agent told me everything will be open as I made it clear I want entertainment and amenities.
“We were robbed of our hard earned money. We booked for a five-star resort.”
The family were moved to the Elegance Hotel, which they claim was a disastrous experience.
Rubeka continued: “This Elegance Hotel was not even a two star in my opinion, along with many holidaymakers that were in the same position as us.”
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The mum says she was horrified by the state of the hotel and said her daughter came home with an eye infection from the ‘filthy’ pool – which was bright green.
Claims of exposed wires, brown running water from taps, a smelly apartment and centipedes crawling on the bedroom floor were among complaints outlined by the family to Teletext Holidays.
Curtains hanging off the rails, a mattress marked with dirt and ripped wallpaper can also be seen in photos taken by the family.
They also said there was no entertainment as promised, difficulties getting hold of the reps and a fire exit blocked off by a trolley.
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Rubeka said: “We booked all-inclusive so we wouldn’t have to worry about going out to eat, but the food was inedible.
“Drinks were only fizzy so nothing for a young child.
“The pool was dirty, green and had loose wiring and caused my daughter to catch an eye infection. It was because they didn’t clean it. I think the cleaning filter was off/ not working.
“They had two pools – and the second one was closed because a girl cut her foot on a cracked tile.
“They offered to change our hotel when we called to complain, but we just wanted to come back to the UK. We were lied to and given false promises.
“This was meant to be a holiday but I’ve been so stressed in Turkey and now that we are back the stress continues.”
She claims she has yet to receive compensation or a refund.
Teletext Holidays says it is investigating the complaints and apologised for the distressed caused to the family.
A spokesperson said: “Teletext Holidays prides itself on its high level of customer satisfaction, and are committed to putting clients first and making sure their needs are met.
“As such we were disappointed to hear that our client didn’t enjoy her holiday.
“We do offer a fair and reasonable complaints policy, and the complaint which Miss Husain sent to our customer relations team today has been acknowledged and is now being thoroughly investigated.
“We extend our apologies for any inconvenience and distress caused.”
A dad slammed a holiday booking website for not warning him their Turkish resort had banned alcohol and had single-sex swimming pools.
Families who had booked holidays to Turkey were left disappointed following the closure of Thomas Cook – only for replacement holidays also to cancel on them.
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