TUI customers in panic as luxury Cancun hotel resembles building site with just 11 weeks to go

A LUXURY resort in Mexico is still a building site despite the fact TUI customers are due to arrive in as little as 11 weeks’ time.

Holidaymakers have shelled out thousands of pounds to stay at the five star Senator Riviera Spa Resort, Cancun, which TUI insists is schedule to open on April 13.

But pictures taken by workers on the site show a building site with concrete buildings still lacking windows, doors or even a roof.

And the owners of the hotel itself are now saying it will be November this year before it opens.

Despite that, the hotel is still featured on TUI’s website although rooms can no longer be booked, a step that appears to have been taken in the past few days.

Guests at the all-inclusive resort were promised a water park with 14 slides, three swimming pools, two rivers, plus a spa and nine different restaurants.

But customers took screenshots of an Instagram video from the complex’s architect last week showing the resort being far from near ready.

The images have sparked panic among TUI customers eagerly anticipating their spring breaks.

Claire Mead wrote: “TUIUK any further information with regards to the late opening of the Senator Riviera Cancun spa resort? 

“The hotel claims not opening until November? I’m booked for June with your date claiming opening in April?”

Derek Russell shared the architect’s snap of the resort last week looking like a building site.

He said: “I think the hotel need to be honest with you about a date. 

“It’s scheduled to open in three months… look at it.”

Robert Jones said: “TUIUK we are booked to stay at the Senator Riviera Spa Cancun on 14th May 2020. 

“I have seen on FB & Twitter that the hotel will not be ready to open until at least June. 

“One person was actually told this by Senator Riviera reservations. Can you please inform me if this is true?”

One disappointed customer wrote on Facebook: “Absolutely gutted is an understatement.

“Me and my wife-to-be were booked in here for September for our honeymoon.

“This was something new, something to look forward to, something different.”

On Tuesday, another customer wrote: “Me and my partner were meant to be going here on 18th June. 

“I haven’t been contacted by TUI and found out via social media.

“I first rang my local store who I booked with and they basically said I was lying and said to just leave it and then I rang head office who apologised and said it wasn’t going to be open in 2020 and to contact my travel agents again to change or for a refund.”

Last Friday, one member of a closed Facebook group about the resort wrote: “Ok so I have a lot of posts waiting to be approved and they are all saying the same.

“1. Emails from senator saying they won’t be ready till November 2020.

“2. The hotel appears to not be available on its own website till Nov 2020.

“3. The hotel isn’t available for any dates now on TUI website.

“I booked our holiday with my old manager who works for TUI as I use to work for them myself. She called them today and as far as she has been told it’s due to open on 13th April and as it stands normal T&Cs apply. “

An email to one customer from Senator Riviera employee, Larixandra L. Hermandez read: “Thank you for your email.

“Senator Riviera Cancun Spa Resort is still working hard on the construction, we expect to be opening on November.”

The resort also updated their website page stating they have “No availability until November 1.”

Last year, TUI came under fire after a family from Birmingham paid £3,000 for a trip to Mexico and discovered their room was next to a massive construction site.

Sarah Doyle videoed construction workers next door to her five-star hotel in Cancun.

In 2018, another family on holiday in Mexico were left furious after their TUI hotel ceiling collapsed.

Scott Madely, who was on holiday with his daughter and wife, was also left with a tropical disease due to the squalid conditions.