Overview

• TUI issued an official apology, moved the Koops family to a new room and offered a voucher plus a free excursion as recompense
• The Koops family turned down the voucher, calling it insulting and vowing never to book with TUI again
• On arrival in mid-February their first room was thick with dirt and dust, featuring a stained mattress and blackened curtains
• A requested transfer to another TUI resort was priced at £500, forcing the family to remain in a fourth equally unhygienic room
• Johan Koops, who has asthma, developed a chest infection after the stay and required antibiotics upon returning home