A TUI customer claims he woke in the middle of the night during his dream holiday to Cape Verde to find his hotel flooded with smelly sewage.
Jamie Robert said he saw raw sewage flowing from his shower after heavy rainfall at Riu Touareg Boa Vista in Cape Verde yesterday.
A shocking video shows Jamie’s room completely overflowing with a brown murky water.
The holiday goer tried to salvage some of his belongings by piling his suitcase and clothing on top of the bed.
In the clip he can be seen wading through the rooms corridor as filthy water fills the room and up against the walls.
Jamie from Manchester claims staff at the hotel didn’t take the incident seriously and only offered him towels for his room following the incident.
He said he lost half of his possessions from the flooding which rose to his knees.
Jamie took to Twitter yesterday in a bid to get help from his TUI reps, writing: “@TUIUK hello we need urgent assistance please RE Touareg Boa Vista.
“The entire resort is underwater and rooms are flooded out with raw sewage.
“Staff at reception are not treating this seriously and we can’t get a response from anybody.”
“We woke up at 4am to our room ankle deep in wastewater.
“We’d lost possessions and raw sewage was coming up from the shower drain.
“No assistance from the hotel staff at all, I had to wake other rooms up to alert them.
“@TUIUK I am mortified.”
He later added: “I was repeatedly told by reception staff that the hotel manager would be unavailable for assistance until his shift started at 8am local time.
“We went to reception at 4.30am and flooding had only worsened.
“We’re wading through sewage to try and salvage what we can, this is horrendous.”
A TUI spokesperson replied: “Hi Jamie – Thank you for raising this issue to us and I’d like to apologise for what has happened.
“I have raised this with our resort team and we will be in touch with you as soon as possible. ^Ashley.”
Jamie replied: “Thank you Ashley. This is the extent of the damage.
“I understand you aren’t responsible for the weather but this was greatly mishandled by the hotel team and as a result we have lost half of our possessions.
“Please get in touch when you know more information.”
Social media users were left shocked by the footage.
One said: “Absolutely shameful from @TUIUK.
“How can this be acceptable? Sort this out and get these people to safety now. You can and should be doing better than this!”
Another wrote: “Omg what have you lost?”
To which Jamie responded: “We’ve lost a lot of material possessions, two suitcases, half of our clothes, a few electrical devices too.
“All of this can be claimed with insurance but it’s just not the point is it?
“They knew our rooms were flooding and did nothing to alert us. We had to tell the guests ourselves.”
A third commented: “That is disgusting, they need to refund you the whole cost of the holiday, talk about a health hazard.”
A fourth added: “I am so sorry this happened to you guys. Really hope someone can respond and support you soon.
“@TUIUK get it bloody sorted.”
A final member replied: “Omg that’s terrible, hopefully someone does something and you don’t get ill.”
TUI has been approached for comment.
