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Holiday Complaints Made After Locals Swarm at ClubHotel Riu Merengue

Holidaymakers in the Dominican Republic suffered a holiday from Hell after the 5 star ClubHotel Riu Merengue was invaded by locals who it is alleged urinated in the swimming pool and ate all the buffet food, according to the Daily Mail newspaper.

British holidaymakers congregated and held a two day protest after drunk and disorderly locals took over the hotel after booking cheap all-inclusive deals. ClubHotel Riu Merengue failed to address over 160 complaints of holidaymakers staying at the hotel. Instead the disgruntled British holidaymakers were told to book excursions at their own expense to escape the chaos of the hotel.

One family paid £12,000 for a holiday through Thomson to celebrate a special birthday. However, Thomson failed to inform them of the hundreds of local people that would be invading the hotel, rendering it unsuitable for many.

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One angry holidaymaker said: ‘They destroyed everything, ate everything. They were washing themselves down fully in the shower by the pool, and there was no food - they took it all.’ He went on to explain how the pool needed to be closed due to being used as a toilet and the rude behaviour of the locals even went as far as urinating on the sun loungers whilst people lay on them.

It was also noted how many guests were becoming ill and when asked to move hotel they were told that they were unable to do so unless they paid an additional sum on top of the amount already paid for the holiday.

Due to the numerous complaints the hotel was faced with, over 100 holidaymakers were later moved to another hotel. In many cases this constituted a downgrade as fewer facilities were available, yet just £30 compensation was offered.

Reviews on the website, Trip Advisor, also highlight a number of complaints brought by previous holidaymakers who stayed at the ClubHotel Riu Merengue.

The hotel failed to acknowledge the poor standards displayed and put the holiday complaints down to cultural differences. However, Thomson will be inundated with many complaints and will have an obligation to explain why holidaymakers were not properly informed about the huge numbers of locals that would be invading at the ClubHotel Riu Merengue. Thomson were said to have described the hotel and the resort online as ‘a tropical retreat with a beachfront setting and exotic gardens…the Riu Merengue proves it’s worth as a tropical retreat.’ This for many British holidaymakers was in fact far from the reality.

Rozeena Mahatay of Simpson Millar’s Holiday Claims Department said : “This is not the first time complaints relating to swarms of badly behaved locals arriving suddenly at hotels in the Dominican Republic has been made. It’s a common occurrence. These holidaymakers certainly didn’t anticipate the reality of what they were faced with because Thomson Holidays did not inform them. Whilst many holidaymakers were later moved to another hotel, they should not be led to believe that this will make their claim any smaller if the standard of accommodation they were later provided was not of the same standard as what they had booked. In any event, if they did not receive the holiday they had paid for then they are entitled to claim the full cost of the holiday back and also compensation for the fact they did not enjoy the holiday.”

If you are thinking about making a claim for your spoilt holiday or would like advice about your holiday then call us on 0808 145 1353 to speak to one of our friendly holiday claims specialists or alternatively fill in our online enquiry form and we will get back to you straight away.

Dated: 11/07/2013

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