December 20th 2024.
Amber Hunt and her twin brother embarked on a journey to the Dominican Republic, eager to celebrate their 30th birthdays. They were travelling in a coach when suddenly, the windscreen was damaged by one or more assailants. It was a scary situation, but they continued on to their destination. However, their troubles were far from over.
Upon their arrival at the five-star Riu Republica resort in Punta Cana, the siblings were met with a series of issues that turned their dream trip into a nightmare. Their room cards didn't work and needed to be re-activated multiple times. And to add to the discomfort, their room's air conditioning was not functioning, leaving them in sweltering heat.
Amber, a beauty technician from Edinburgh, also experienced sexual harassment from a maintenance worker at the hotel. She was offered a small refund by TUI, the holiday giant they booked with, but she was determined to make her voice heard and demanded a proper investigation into her complaints.
Despite the initial setback, the siblings tried to make the most of their holiday, but things only seemed to get worse. Their room had a flooded floor whenever they took a shower, and even after multiple attempts to fix the issue, it remained unresolved. Feeling overwhelmed and uncomfortable, Amber went to reception to retrieve some items from her old room, only to be met with unwanted sexual remarks and gestures from the maintenance worker. This encounter left her feeling unsafe and uneasy for the rest of the trip.
The siblings' holiday was further ruined when they discovered that some of their belongings, including a 30th birthday card from Amber's partner, had disappeared from their room. This was the last straw, and Amber was in tears, considering cutting their trip short and booking a flight back home.
Thankfully, the TUI representative in the area was helpful and understanding, and after reviewing CCTV footage with the hotel manager, the siblings were relocated to the Riu Palace, a five-star resort that lived up to its rating. However, this move was not handled by TUI, and the siblings were disappointed to find out that they would have to pay extra if they wanted to switch resorts.
Amber was determined to hold TUI accountable for their poor treatment and lack of duty of care towards their customers. She demanded a refund for the ruined holiday, but all she received was a small compensation voucher, which she felt was inadequate. The siblings believe that TUI should have taken more responsibility and offered a sincere apology for their terrible experience.
TUI has confirmed that they are investigating Amber's complaints, but she and her brother are still waiting for a proper resolution. They hope that TUI will take their complaints seriously and make amends for their ruined holiday. As for their future travel plans, the siblings have decided not to book with TUI again, as they have lost trust in the brand.
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