According to "Uwaga", tourists who booked a trip to Tunisia through a travel agency encountered a nightmare right after landing. The hotel where the 23-person group was supposed to spend a week was overbooked, leaving no available rooms. Instead, the travel agency offered them accommodation in a place they found unacceptable. The tourists reported that "trash was scattered everywhere, it was dirty, and the damaged pools posed a safety hazard to their children".
"If I had known earlier, I would have stayed in Poland"
The travelers explained that the hotel toilets were broken and lacked toilet paper. For two hours, they couldn't even use the sinks because there was no running water. The dining area was in such poor condition that the tourists were afraid to eat there.
The conditions were terrible. I wouldn't have gone there for any amount of money. If I had known earlier, I would have stayed in Poland
- Ms. Krystyna complained to "Uwaga".
After receiving complaints, the travel agency informed the group that the only solution was to transport them to different hotels. However, this did not improve the situation. Ms. Małgorzata encountered mold, dirt, cockroaches, nails in the children's beds, and broken handles at the new location. She ended up changing hotels four times in total.
The representative told us we had 20 minutes to pack and be at reception. Otherwise, someone else would take the hotel that was supposed to replace the one with cockroaches. And again, for the fourth time in 20 hours, we were changing hotels
- her husband lamented.
The Organizer Responds
"Uwaga" requested a comment from the tour organizer. The travel agency declined to speak on camera but explained in a brief statement that the cause of the situation was overbooking. Attorney Paluch-Gęgała emphasized that tourists should stand up for their rights.
First and foremost, they should file a formal complaint with the travel agency. Any issues should be reported immediately during the stay. Clients can claim compensation, for example, if they paid for a higher standard hotel but were placed in a lower one. They may also be entitled to compensation for a ruined vacation
- she noted.
