Family fume as they're forced to stay in 'horrendous' hotel with 'cockroaches'

A family has described how they were greeted by "the most horrendous room and conditions", with yellow water, cockroaches and other insects during an easyJet package holiday.

William White, from Carnmoney in Co Antrim, had travelled with his wife and two children toAlcudia in Mallorca where they spent "10 quality nights" before their flight home was cancelled. Several hours after their flight was cancelled unexpectedly, having been delayed several times, the family say they were advised by easyJet to travel from the airpoirt back to Alcudia for a one-night stay at accommodation organised by the travel company.

But the family say they were greeted with "a smell worse than an old people's home", insects, holes in the wall and "yellow water from the taps". It comes after women claim 'Our Jet2 holiday was ruined because we flew to the wrong Spanish island by mistake'.

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William, 40, said: "We departed Belfast on July 25 and spent 10 quality nights in Viva Sunrise. We were due to fly back on the fourth of August [Monday]. We arrived in the airport and checked in our luggage at 3.30pm."

He revealed there was "no update on the boards in the airport" but online updates indicated delays due to a technical issue. He mentioned "rumblings" began among the Belfast travellers after their flight vanished from the flight boards, and around 8pm an email arrived, followed by another confirming the flight had been cancelled.

"All the passengers were ringing easyJet for help," William said. "But there were no reps based in the departure area of the airport and the ground crew didn't know anything."

Eventually, William and his family were booked on to a flight from Palma to London Luton on Wednesday 6, with a four-hour stop before the flight to Belfast. In the meantime, he and his family went back through security and managed to retrieve their luggage. At 10.30pm, they received another email with details of accommodation for the night, reports Belfast Live.

"We went on to TripAdvisor to check and seen that it had diabolical reviews but it had been long and stressful day but not much we could do at that point with no direction from anyone," William said.

"We spoke to the easyJet rep and she said we should pay for taxi, which was €140 so we refused. At the last minute they put us on a bus to Alcudia. We arrived at around 1:30am. It was a huge complex and they said we had a one night stay booked.

"We explained the situation but they insisted it was one night only and that we had to come back in the morning."

He revealed their room was a "20 minute walk from reception - in the dark on a busy road, with our suitcases and two children. Cars were speeding past and there were no lights, so I had to use my phone light."

He continued: "When we arrived, we were greeted with the most horrendous room and conditions – mites, yellow water from the taps, cockroaches, holes punched in the wall, wardrobe doors hanging off, a smell worse than an old people's home and decor and furniture from the 1960s. Oh, and no working air-con."

The family contacted easyJet once more to describe the appalling state of their accommodation, but were informed they couldn't relocate the family that evening. After hearing this news, Mr White said he made the "trek" back to reception, who eventually agreed to relocate them.

The replacement room was "more up to date", William explained, but was regrettably "located beside the main entrance to the entire complex with drunk people arriving home and children out playing at 4am". That accommodation also had no air conditioning, he said, adding: "It was so warm you could cook Sunday dinner in it."

The family managed to get roughly four hours of sleep, before being told they would be relocated once again. After another journey, which William said lasted "around 25 minutes" carrying their four suitcases and two children, they reached the fresh hotel.

Speaking to Belfast Live William said: "At least it's clean." When asked what response he would like from easyJet after their nightmare experience, he said: "I don't know, maybe fair compensation - whatever that might be."

An easyJet holidays spokesperson said: "Due to aircraft technical issues, Mr Whyte’s flight returning from Palma de Mallorca to Belfast was unable to operate as scheduled. We quickly arranged overnight accommodation for Mr Whyte and his family while alternative flights were secured. While we aim to provide a similar standard of hotel, this isn’t always possible in unexpected situations.

"Our support team stayed in contact throughout and helped move the family to more suitable accommodation. We have been in touch with the family to apologise and are assisting with their compensation claim.”