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TripAdvisor reviews for the three star hotel are actually quite good, there are a few 'terrible 'ones but far outweighed by the 5 star ones. I agree that a cockroach in the mouth must have been a real shock, ABTA arbitration is completely independent, I assume you have already gone through stage one when ABTA writes to the tour company to ask if they will review the offer again? Customers win more than they lose at arbitration but the amount is frequently lower than they hoped, so think carefully before proceeding and make it clear how much you are looking for.
Cockroaches are a fact of life in warmer climates. Yes, it was an unfortunate experience. Somethings in life simply happen by chance. If there was an infestation your complaint would have been taken far more seriously.
