Rachel and Katie are based in Liverpool and booked a dream holiday to Jamaica. Katie’s husband live in Jamaica they usually often take their children to go to family there.
She told the BBC: “Jamaica is our second home. We’re really really happy with the island and love the culture.”
She said it had been hugely vital to her family and helped to attach her children with their dual heritage.
On account of the pandemic, the youngsters had been separated from their grandparents in Jamaica for 2 years.
The family booked a two week holiday and were set to travel as a bunch of 24 family and friends.
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The booking with TUI cost around £15,000 and the group were as a consequence of stay on the Luxury Grand Palladium Resort and Spa in Montego Bay.
The five star hotel boasts off family friendly facilities including watersports and a kids pool.
Katie said the “holiday meant the world” to the family they usually were so excited to get back to Jamaica.
At first the vacation lived as much as the family’s expectations with excellent food, staff and stunning grounds.
She had booked an 11 night all inclusive holiday for £7,000 as a consequence of the family appeal of the resort.
She said she saw Fantasy Island revellers “vomit within the pool” and the family friendly atmosphere had gone.
Travel expert Lisa Minot said: “It truly is all the way down to the tour operator to tell their guests that there may be going to be a major change or impact on their holiday.”
She said it was purely all the way down to the tour operator to inform guests significant changes.
TUI told Express.co.uk: “We’re very sorry that a few of our customers’ holidays were impacted by this unexpected event on the Grand Palladium Resort and Spa in August 2021.
“While the hotel didn’t make us aware upfront, we understand how upsetting this was, and have offered a refund for the total 4 days, together with our sincere apologies.
We’d prefer to reassure customers that this hotel will not be hosting this event.”