A British couple's dream holiday turned into a nightmare when they feared being “electrocuted” after rainwater flooded their five-star luxury hotel. Jan Puffett and partner Paul Harris jetted to Mexico to mark Paul’s 60th birthday. They splashed out £4,000 on two weeks at the Azul Beach Resort Riviera, in Cancun, with travel company TUI.
But they say the dream break was ruined when, they claim, rainwater poured into their bathroom through an electric fan, leaving them fearing for their lives. Footage shows the length of their room, which was on the top floor, drenched in water. Other clips show rain leaking through the roof in the entertainment room.
Jan, 58, a professional picture framer, claims water leaked through the ceiling into their restaurant and onto their food. She also claims that she slipped on water and landed on her shoulder, which she’ll allegedly need physio for. “It was not fit for purpose,” Jan, from Haywards Heath, Sussex, told Luxury Travel Daily.
“You can’t help the weather , that’s not their fault, but you don’t expect to need an umbrella inside your hotel. “I got up in the night to go to the toilet and there was water coming through the electric fan. It’s not safe at all.
The water wasn’t deep in the bedroom but it stretched the whole length of the room, from the bathroom to the patio doors. I slipped and hurt my shoulder and I need physio for that. “It’s not acceptable for a five-star hotel to have flooding like that.
The rain was dripping through the restaurant ceiling onto the food. I felt really unsafe.” The pair are demanding a £2,000 refund but claim TUI has only offered £400 in compensation so far.
Jan said: “It’s absolutely not adequate. I think they should offer half of our money back so we can book another holiday that we can enjoy and not expect to be electrocuted every five minutes. Debris was falling down so you could be walking along and it could land on you.
” Jan also claims that, when she complained to a TUI representative, they asked her what she expected. Jan added: “They’re used to hurricanes so they should be prepared for rain. I complained to a TUI rep and they said, ‘It’s raining.
What do you expect?’ A member of staff came and cleaned the room and it didn’t flood completely again but there was water in the bathroom. I was on edge.” Jan added: “It was a special holiday because it was for Paul’s 60th.
We made the best of a bad situation.” A spokesperson from TUI said: “We would like to sincerely apologise for Mr Harris and Miss Puffett’s experience during their recent trip to Mexico. We appreciate it’s not the holiday experience they were hoping for, nor what we strive to deliver for our customers.
Unfortunately, tropical storms meant there was some flooding in communal areas with open roofing. We are continuing to investigate the other concerns they raised and have been in touch to find a resolution.”.
