A Portsmouth couple's meticulously planned £6,000 wedding anniversary celebration has been utterly devastated by a severe bout of food poisoning, transforming their dream Jamaican getaway into a distressing health crisis. Tony Wallace, aged 59, and his wife Alice, 57, had eagerly anticipated their trip to mark 38 years of marriage, only for the holiday to collapse into what he describes as a "horrendous" experience of illness and inadequate support.
Luxury Resort Turns Sour with Contaminated Food
The Wallaces selected Sunset at the Palms, an all-inclusive adults-only retreat operated by TUI in Negril, Jamaica, renowned for its treetop accommodations and tropical gardens. Promising a selection of buffet dining, beach grills, and à la carte restaurants, the five-star resort appeared to offer the perfect setting for a special occasion. However, the reality fell dramatically short of expectations.
Mr Wallace has reported that the food served was "disgusting," presented on what he termed "silver troughs," with dinners allegedly merely reheated from the previous night's offerings. He characterised the culinary provision as "pure filth," an assessment compounded by the discovery of a dead cockroach within their hotel room. These conditions set the stage for a serious health incident that would overshadow the entire holiday.
Sudden Onset of Severe Illness
On July 1st, while enjoying a beach day, Mr Wallace suddenly began to feel unwell. His wife observed that he looked "grey," prompting an urgent return to their room. There, he experienced overwhelming symptoms, including severe diarrhoea, dizziness, and profuse sweating. He described sitting on the toilet with his head in his hands, fearing he might faint, and labelled the episode "the most horrendous diarrhoea" imaginable.
In desperate need of medical assistance, Mr Wallace approached hotel reception, only to find no on-site medical facilities available. Staff at a shop offered Pepto-Bismol, and while a taxi to hospital was an option, they reportedly discouraged it by warning that the journey was "dangerous." A nurse who happened to be present provided some basic advice, but no formal medical support was forthcoming from the resort.
Complete Lack of Support and Communication Breakdown
The situation was exacerbated by a failure in communication channels. Mr Wallace attempted to contact the TUI representative but found the company's app was non-functional, and the rep was not present on-site. TUI's website confirms that dedicated holiday representatives do not stay at the resort, though it asserts guests can reach the company "around the clock" via app or phone—a promise that proved hollow during this crisis.
The couple endured the remainder of their holiday before facing the arduous journey home. Mr Wallace had to inform TUI flight crew about his condition, explaining he would need frequent toilet access during the ten-hour flight due to persistent stomach cramps. Cabin staff provided Dioralyte tablets and water, but the upgraded travel experience they had paid for was entirely lost to illness.
Official Diagnosis and Company Response
Upon returning to the UK, Mr Wallace went directly to A&E, where he provided a stool sample. He subsequently received a phone call from Portsmouth City Council instructing him to cease work immediately, followed by an email from the UK Health Security Agency (UKHSA) confirming he had contracted salmonella on July 1st after eating at one of the hotel restaurants.
Salmonella is a bacterial infection typically contracted through contaminated food or water, leading to symptoms like painful diarrhoea, stomach cramps, and severe dehydration. Despite this official diagnosis, TUI has reportedly refused a refund, suggesting Mr Wallace could have picked up the infection anywhere and advising him to pursue legal action if he wishes to escalate the matter.
Mr Wallace expressed profound disappointment, stating he is "absolutely disgusted" with TUI, a company he had used for years. He has demanded to be removed from their records, declaring, "I want nothing to do with this company whatsoever." The Mirror has contacted TUI for comment on the allegations.
This distressing incident highlights critical concerns about food safety standards and medical support at all-inclusive resorts, raising questions about corporate accountability when holidays go catastrophically wrong. For the Wallaces, what should have been a joyous celebration has become a cautionary tale of travel misfortune.
