On what should have been a fun-packed summer holiday turned into a ‘nightmare’ after a family of six were ‘abandoned on the streets’ and told ‘we have no rooms for you’
Yasmin has visited Turkey on numerous occassions(Image: Handout)
A mum-of-four has been left ‘devastated’ after what was meant to be a cherished family holiday turned into a ‘nightmare’, after they felt “abandoned on the streets”.
Yasmin Kauser, who hails from Stratford-upon-Avon, had been looking forward to spending some quality time with her four children, aged 4, 12, 14 and 18, and her husband during their annual trip abroad in August. For the occasion, she booked a 10-night package holiday to Turkey through Loveholidays for £4,863, and was set to stay at a four-star hotel.
Following a lengthy journey from the UK, the family of six arrived at their pre-booked hotel in Alanya, Turkey, at around 2am. “We were knackered, we just wanted to go to bed, and the children were sleeping everywhere,” Yasmin exclusively told the Mirror.
But there was an unexpected issue with their hotel reservation. “We were told there were no rooms available for us.”
She outlined: “We remained at the hotel until around 5:30am, when, after I became increasingly frustrated and distressed, they eventually provided just one room for six people instead of the two rooms that had been booked.”
Yasmin says she repeatedly contacted Loveholidays, before the family was “given arrangements to move to a five-star resort”. The family made their way to the resort on the second day of their holiday, around half an hour’s drive away. “I hadn’t slept the night before, and I was exhausted. I’m only human, and I was breaking down because I was that tired, and the kids were very tired.”
‘There are no rooms’
However, when they turned up at the next resort, there was another issue. “At the resort, we waited for around an hour, only to be told that they had no rooms for us,” Yasmin alleged. “I said to them, ‘But we’ve got a reservation from Loveholidays, and they said, ‘There are no rooms’, so you’ve got to leave the hotel’.
She continued: “At around 3pm, I was left with my children on the road with our luggage and without access to suitable toilet facilities or accommodation. We were sitting outside the hotel; everybody was walking out, and we were like homeless people – we were abandoned.”
Yasmin was in touch with Loveholidays to explain the situation, and in an email, the company advised the family to “wait inside the hotel lobby for their safety and the safety of their children”, and said they were working on the issue as a “matter of urgency”.
The mum of four recalled: “I wasn’t panicking as it was around 3pm, the weather was nice, we had some water and snacks from the shop, so we just sat out there.” Although Yasmin added that it was around 40C, and when it got to 9pm, that’s when things became worrying.
“As it started to get dark, I started to panic, thinking, what are we going to do. We’ve got the children, and it was peak season.”
She claimed: “We remained without accommodation until around 11pm. My sister in the UK eventually contacted the emergency number on our behalf. After a further wait of around two hours, Loveholidays arranged emergency accommodation at a three-star hotel.”
Yasmin said that when her sister reached out to Loveholidays, they said they had emailed Yasmin earlier in the day, but the mum claims she never received it. She had told the firm that she was switching between a standard SIM and an eSIM, and the travel company said they tried to rectify the situation promptly.
Yet, they went to the third hotel in the hope of securing a room for their holiday.
“Not knowing what the hotel was like, but being so long on the street, I was just thinking we just need to get into some accommodation and have a roof over our heads”, Yasmin said. “We had to take another taxi to this hotel and eventually received two rooms at around 1am.”
‘Strong smell of urine and mould’
While they successfully obtained rooms, Yasmin was left disheartened. “One of the rooms was effectively a small box room with no windows and was in a condition that I found extremely distressing. There was a strong smell of urine and mould, and I struggled to breathe comfortably in the room,” she said.
Yasmin said she struggled to sleep “in the mess” and, early the next morning, got back in touch with Loveholidays about their accommodation. She claimed: “During the conversation, I was told that they had provided me with ‘shelter’. I was subsequently left in the emergency accommodation for the remainder of the holiday, despite repeatedly raising my concerns.” The family were later moved to another room during their stay at the hotel.
After hearing that Yasmin was dissatisfied with the alternative accommodation, Love Holidays offered her £1,015.99 in compensation for the inconvenience. In addition, they offered the family the option to relocate to an upgraded five-star hotel on an all-inclusive basis, but despite ongoing attempts to reach Yasmin on multiple platforms, they never received a response.
Yasmin said: “I don’t know if I was more tired before I left the UK or after the trip. I was in survival mode all the way through. We should have just stayed at home. This has been the worst experience in my life.”
A Loveholidays spokesperson told the Mirror: “We are very sorry that Ms Kauser’s experience fell below our usual high standards, and are investigating the issues she faced with the relevant hotel suppliers as a matter of urgency.“Our On Holiday Support team worked hard to put things right for Ms Kauser during her holiday, including an offer of cash compensation and a relocation to an upgraded five-star property. Despite several attempts to contact Ms Kauser, we did not receive a response to either of these offers or our subsequent communications and, as a result, we were unfortunately unable to put these solutions in place during her holiday.“We are contacting Ms Kauser to apologise for the stress and inconvenience caused and offer a full refund of her holiday.”
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