TUI RIU holiday sickness and poor quality

rowanremote

Quick summary of the issue: Bought a new all-inclusive 5* premier beach resort holiday from TUI to RIU resort in Morocco. First rooms we were shown smelt of sewage and around the resort. Both TUI and RIU stated that there was a problem with the sewerage system. Locally there were reports of surfers becoming ill after swimming in the sea due to raw sewage. No signs not to use the beach or go in the sea. In experienced staff smelled strongly of body odour in their nylon uniforms. Quite repulsive at dinner. There was a digger working on the exclusive private beach every day which was noisy and pumped out black plumes of smoke - lovely 5 star screeching sound all day. https://www.youtube.com/watch?v=MSuh-82ygBk 
My wife was violently sick after eating in the speciality Moroccan restaurant. The manager confirmed there were multiple cases of sick guests and that the doctor had been. I was told a doctor would be called for my wife but they never showed. Many other guests were sick or dining alone as their partners were ill. I was on the toilet all night after eating in their restaurant on our last night leading to a terrible trip home and a fever and headache for two more days.
I complained to the TUI rep while we were there - nothing happened. and to TUI on my return - they are just trying to block my complaint. 
So we were both ill whilst staying in the hotel they provided where they knew their were issues with the sewage in and around the resort and all the other impacts on the holiday quality - digger on the beach etc. I think that's a strong cause to complain. 
TUI legal dept say we have to complete DWP forms or our complaint will not be progressed. I've asked the Citizen's Advice Bureau and they said that they've never heard of any company doing that and advised me not to do it. I'm looking for some advice on how to respond to the TUI legal department as I feel that they will close the case and not address my complaint. Does anyone have any experience of progressing complaints with TUI or holiday companies that are trying to avoid the issue with their process? Where to next?
I've been on a few holiday's with TUI and not had a problem until this occasion. But clearly, when things don't go quite right they turn their backs and invent unnecessary processes. I will never use TUI or go to a RIU resort again as a result of their inability to speak to me as a valued customer to address my complaint. 

[Deleted User]

What do the forms ask for?

NoodleDoodleMan

I've been on a few holiday's with TUI and not had a problem until this occasion. But clearly, when things don't go quite right they turn their backs and invent unnecessary processes.

Correct - they have a long established reputation for bodyswerving in these types of scenarios.

Not seeing a doctor is unhelpful to your complaint - what reason did the hotel give for his no show ?

heatherw_01

DWP forms?

Westin

I’m guessing Department of Works & Pensions.  

Never however heard that requirement before. Have you omitted anything in your account?  Have you for example put in a claim to TUI for loss of earning for being off work upon your return?  That could perhaps be why they might be asking for some proof of loss of earnings through sickness.

The video was an eye opener.  The squeaky noise from the digger was annoying.

It does appear that you had a very poor experience. Can I ask what you have claimed for financially?  

rowanremote

Thanks for all the comments. 
Yes DWP is Dept of Work and Pensions. The form is for accident and injury. I am not on benefits and am not claiming for loss of earnings or sick pay etc. 
No reason was given by the RIU hotel management for no sending the doctor. This point has been ignored by TUI and RIU. 
I'm requesting half the cost of the holiday as half of it was ruined through illness. We only ate and drank at the hotel. Didn't use the pools or go in the sea. TUI sold us a 5* premier resort but did not supply one in what was provided by RIU. 

Westin

I think often tour operators will calculate any compensation based on the dissatisfaction or non delivery of the particular holiday component.  If the issue was all hotel related they would back out the cost of the flights and transfers etc. then look at a percentage of the amount paid to the hotel and base compensation upon that, if due.

I am am not sure who owns the beaches in Morocco.  I know in many countries they are public and therefore hotels have little control if say the local council decide to turn up with a JCB to dig a trench for a drainage pipe or to conduct sand replenish schemes.

I have little doubt from your account that this was a disappointing holiday experience.  Unfortunately tour operators have become very wary in recent years of holiday sickness complaints as they were receiving lots of fraudulent claims.  Probably a reason why they are asking for documents to support your claim like medical notes and medication purchased to treat your sickness.

I would keep your complain to TUI factual. Remove emotions.  Provide documents to support your claim (like your video). If you can’t provide explain why. Suggest what reasonable compensation you are seeking.

rowanremote

I have become very wary of hotel management who offer a doctor and then don't supply one and tour operators who ignore the fact their customer mentioned this. The illness lasted for 2-3 days and we didn't buy medication and we're not seeking a claim based on the medical costs or loss of earnings. The illness was caused after eating in their two 'fine-dining' restaurants. Tests for this type of illness need to be carried out within hours before it passes through your system. Deliberately delaying or not providing a doctor to make that assessment it deceptive and dishonest. They aren't facing up the problems that they've caused and shows a lack of respect and care for their guests. I ate alone next to other guests eating alone who mentioned their partners illness to the waiters (who stank of BO). 
Whatever the outcome of this sorry tale is that I will not use TUI or RIU again and I won't recommend them to other people. No doubt other people reading this will also think twice, so the knock-on impact is probably far greater to them in the long run. I'll be doing things more locally and making my own arrangements from now on. 

NoodleDoodleMan

"Whatever the outcome of this sorry tale is that I will not use TUI or RIU again and I won't recommend them to other people."

I wouldn't judge RIU in the whole based on an experience in North Africa

In sixty years of travelling to popular tourist destinations abroad the only stomach problem I've ever had was there, in a package holiday hotel.

hannahp

Hi.
If you have the will, I would consider small claims court.
I did as I got sick and tired of TUI"s treatment of my claim (denying receipt of paperwork that I had proof of etc)
Every tactic in the book. 
I eventually got a transcript of my phone calls to them (small charge, allowed by law I believe)
Then I started a claim, it was only when at the stage where the court was to issue a court date, that TUI called me and made an offer to settle!
It's not for the faint hearted and it's hard work, but I wanted justice as much as the compensation and I would do it again if need be.