23/07/2024

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British family’s dream holiday turns to ‘nightmare’ after problems with heated pool | UK | News

3 min read
British family’s dream holiday turns to ‘nightmare’ after problems with heated pool | UK | News

A mum from Romford has described how her dream holiday to Lanzarote turned into a “nightmare” after problems with the heated swimming pool at her rented villa. Gulnara Adomene had spent months saving towards a seven-day escape abroad with her friend and their respective children between April 11 and 18. She had booked the Casa Dak beachfront villa at Playa Blanca in Lanzarote for the six of them on Booking.com.

The villa came with a heated pool, which the owner assured, would have a water temperature of between 30-32 degrees during the day.

The 40-year-old said: “I was looking for two months for accommodation.

“I thought I’d try to look for a villa so we could get a good heated pool.

“I found Casa Dak on Booking.com, I looked at the photos and the price and sent a few questions to the villa owner asking what temperature the pool is.

“He sent me a reply saying ’30-32′ degrees. I trusted him and chose his villa.”

However, when they arrived at their destination, they found the water temperature to be well below what had been promised.

She alleges it was six degrees colder than had been advertised by the owner.

On the first morning of their stay, her nine-year-old daughter jumped into the pool, but could only stay in the water for 10 minutes before coming out shivering.

The other children also tried to get in the pool, but the water was “freezing”.

Gulnara said: “For me and my friend it was too cold. I tried with my hand but there was no way I could go in that pool, it was freezing.

“It was important for the kids, especially as it wasn’t the summer months. The sea was cold. My kids like warm water so it’s important for them.”

She contacted the owner, who promised to send someone to fix it the next day. However, the engineer only turned up on the third day of their stay.

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By this time, the Romford mum and her friend decided enough was enough and booked into another hotel, which cost them an extra £680.

She explained: “I thought ‘oh my god, what is the point of staying here?’ We’d paid over a thousand pounds and couldn’t use what was advertised.

“He [the owner] was really uncooperative and wasn’t apologising. It was really stressful. He was telling us to leave and not apologising.

“We were looking forward to relaxing, having fun, and feeling safe. Even when we changed the hotel, the kids were fine but I was stressed out.

“I feel sad and frustrated. I’m scared now to rent a villa again. It’s been a nightmare.

“I understand things can break, but we were only there for seven days and wanted to enjoy the pool.”

The 40-year-old animal breeder contacted Booking.com for a refund, but they told her to get in touch with the owner of the villa, Fabrizio Rossi.

He denied the allegations and blamed Gulnara for the cold pool, saying she had not put the cover on it overnight.

“I’m sorry for the problem but unfortunately it was she herself who created problems,” he said.

“The temperature of the pool is 30 degrees. The swimming pool must be closed at night and not opened since the temperature is 18 degrees outside at night.

“[As it is] an outside pool, if she had not put the cover on at night it is normal that it does not reach the right temperature. If it [the cover is kept closed] it keeps it much better.

“I [also] sent the maintenance guy for two consecutive days with a written registration for intervention.

“The customers [who stayed after them] have put a very different review. It seems to me not very honest and sincere [and she was] sending me like 80 messages in three days.”

Gulnara revealed her ordeal in a Lanzarote group on social media as a warning to other holidaymakers.

A Booking.com spokesperson said: “We take any complaint seriously and are currently looking into the details raised.”

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