May 30th 2024.
Clive Murray, a 65-year-old retired man, and his wife Rosie, who is 52 years old, were looking forward to a relaxing holiday. They had booked a three-week stay at the luxurious Hotel Riu Touareg on the beautiful island of Boa Vista in Cape Verde. They were excited for some quality time together, away from the stress of their recent house move in Macclesfield, Cheshire.
However, their dream vacation quickly turned into a nightmare as soon as they arrived at the hotel. Despite paying £2,700 for their all-inclusive stay, their room had a strong stench of sewage and the pool bar was constantly playing loud techno music. Clive and Rosie were disappointed and felt like they were in a rowdy party destination like Benidorm or Kavos, rather than the peaceful paradise they were promised.
After enduring two weeks of enduring the noise from the pool bar, the couple decided to give up and cut their holiday short. They booked an Airbnb in Sal Rei and left the hotel, even though they had already paid for five more nights. In total, they had spent over £3,000 on their holiday and despite complaining to Tui representatives at the hotel, they have yet to receive a refund or any form of compensation from the company. This experience has left Clive adamant that he will never book with Tui again.
Clive shared that their intention for the holiday was to relax and unwind, but they were constantly on edge due to the loud music from the pool bar. They had to walk for almost an hour every day just to get away from the noise. Clive even mentioned that they had to make their own sandwiches in the morning and escape to the beach just to find some peace and quiet. But even then, the music could still be heard in the distance, disrupting their tranquil time together.
Despite the unpleasant experience, Clive and Rosie did have some positive things to say about their stay. They praised the food at the hotel, which was excellent, and the staff who were always friendly and polite. The couple had booked this holiday in April, after selling their house and moving into an Airbnb while waiting to exchange on their new property. They had previously visited Cape Verde in 2019 and wanted to stay at the same hotel, but Clive mistakenly booked the Hotel Riu Touareg instead of the Hotel Riu Karamboa. Initially, this seemed like a blessing in disguise, but it turned out to be far from it.
The Hotel Riu Touareg is advertised as a five-star hotel with top-notch facilities, such as three salt-water swimming pools, a jacuzzi and Turkish bath. However, upon arrival, Clive and Rosie's alarm bells started ringing. Their room was a five-minute walk from the lobby and when they entered, they were greeted by a strong smell of sewage. Clive assumed that the room had not been used for a long time, but the unpleasant odor remained throughout their stay. Their balcony furniture was also in a sorry state, with Clive comparing it to furniture he had seen in skips.
Their room had other issues too, such as a broken shower head that Clive had to hold in place with an elastic band. When he used the toilet, the button fell off the wall, adding to the unpleasant smell in the room. Clive realized that the foul smell was coming from the hole, and with the hotel having more than 1,100 rooms, the issue was not only restricted to their room. The couple complained to Tui representatives, who promised to address the issue, but nothing was done. When Clive brought it up with the reception, they claimed that it was the first they had heard of it.
Despite the disappointing room, Clive and Rosie were looking forward to spending most of their time outside, exploring the surroundings. However, their plans were disrupted by the loud music and constant shouting from the hotel bar. The couple had to go on daily walks along the beach or into the surrounding desert just to escape the noise. Clive mentioned that the music would start at 12 o'clock and it felt like they were in Ibiza, rather than a five-star hotel. This was not the peaceful and quiet holiday they had hoped for.
Since returning to the UK, Clive and Rosie have completed the purchase of their new house in Maryport, Cumbria, which they are currently renovating. They have reached out to Tui and RIU Hotels & Resorts for a comment on their unpleasant experience, but there has been no response so far. This experience has left Clive and Rosie disappointed and adamant that they will never book with Tui again.
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