Dani Baker, a 24-year-old from Birmingham, and her partner Keiran flew from Birmingham Airport to Kos, Greece, on June 28, expecting a luxury stay at the Kipriotis Panorama Hotel and Suites. Instead, they encountered stained carpets, broken air conditioning, loose ceiling sections, and a hotel room door with no working lock. The couple left after just one day, having paid over £2,000 for the holiday.
Room conditions and safety concerns
Dani described the room as bearing no resemblance to the advertised five-star accommodation. Walking further into the room felt like stepping into an unbearable sauna, she said. The lack of a working lock on the door forced her to barricade it with a chair for safety.
Despite contacting TUI's emergency helpline and providing photographic evidence, the couple received inadequate support. TUI offered only a €200 voucher or €100 meal compensation, which did not address their safety concerns.
Health impact and additional costs
Dani, who suffers from Postural Orthostatic Tachycardia Syndrome, said the stress triggered health flare-ups that ruined half her holiday. The couple lost confidence in both TUI and the hotel and were forced to pay extra to move to alternative accommodation.
The experience has prompted Dani to take her complaint to ABTA, the travel industry body, seeking proper compensation. TUI declined to comment on the matter.
Next steps for affected travellers
Dani's case highlights the importance of documenting issues and seeking recourse through official channels like ABTA when holiday standards fall short. Her complaint is now with ABTA, which will assess whether she is entitled to further compensation beyond the initial offer.
