glass

The family were on holiday in Turkey at the time of the incident

Two brothers were left covered in cuts after a steam room door shattered while they were on a package holiday in Turkey. The children were 16 and 11 at the time and were staying with their parents at the five-star Green Nature Diamond Hotel in Marmaris, Dalaman, on a 10-day break.

CCTV footage showed the moment the glass door shattered as the children left the steam room. Both suffered cuts to their feet, legs and arms and were treated by a doctor at the hotel.

Jet2Holidays initially denied liability for the incident but later agreed to pay the family £7,000 in compensation following a legal claim. The boys’ father, from Harrogate, North Yorks, said the family had been in their hotel room when the older boy returned from the spa.

He said: “We were in the hotel room when the eldest burst into the room. “He was limping, and there was blood everywhere. When we got down there, it just looked like carnage. The door had exploded, and there was blood and glass all over the place.

“Luckily, there was a doctor on site, and he managed to patch them up, but I wanted answers, and the manager was nowhere to be seen. There were no apologies, no nothing.

“When I got to see the CCTV when we were still on holiday, the first thing the receptionist did was put the USB stick in her pocket and said I couldn’t have it. I didn’t know what to do. I got hold of the British Embassy in Turkey, and this woman jumped in a taxi and came to get the footage.

“But then the hotel said she couldn’t have it unless she was with the police. But then she came back with a police officer, and they still wouldn’t hand it over. So, I did a bit of research, and I told them it was my data, it was my children, and there was no one else in the footage, so you need to send it to us.

“Eventually it arrived, but it came after 10 months of pushing and pushing and pushing. I’m glad it did, though, because I’m 100% certain that massively helped us in the process.”

He claims the incident continued to affect the family long after they returned home. The dad added: “It was scary, and we didn’t go on a package holiday for four years because of what happened, and the kids are still concerned about going through glass doors.

“You trust your tour operator to keep you safe. Jet2Holidays let us down.”

Hudgell Solicitors launched a damages claim on behalf of the family, with representatives for Jet2Holidays initially denying liability for the accident and the injuries suffered abroad. After the father finally secured the CCTV footage, Jet2Holidays’ legal representatives agreed to a combined compensation package of £7,000.

Anne Thomson, a senior litigation executive at Hudgell Solicitors and an accident abroad legal specialist, said: “The two boys suffered mild injuries, but this must have been a terrifying experience that stayed with them for a long time. The CCTV footage makes for especially uncomfortable viewing and underscores just how fortunate the brothers were to have avoided serious injury.

“We were disappointed with Jet2Holidays’ lackadaisical approach to genuine demand for answers, just as we were with the hotel’s baffling decision to not surrender the footage for so long. Under ‘2018 Package Travel and Linked Travel Arrangements Regulations’, it is implied that Jet2 exercise reasonable care and skill, not least by ensuring the safety and well-being of their customers.

“This did not happen. They eventually made a satisfactory out-of-court settlement, but we hope lessons have been learned to ensure potentially frightful incidents like this are eradicated in hotels with which they are associated.”

The family said the experience also changed their attitude towards holidaying abroad. The father added: “I can’t thank Anne enough. She kept going and going and going and continually kept reassuring me that this wouldn’t be going to court.

“I didn’t have a clue what to do about making a claim with something like this, but Anne made everything very straightforward. What happened to my lads has hopefully helped raise awareness that big companies like Jet2 need to be held accountable when they are in the wrong.

“They might try to delay and get away with it, but the truth always comes out.”

Jet2Holidays said: “We would like to reiterate how sorry we are about this incident.”

The company added that it had reached a settlement in relation to an incident which occurred in 2022.

A woman has lost a court battle after she claimed that “water is a natural resource and a universal human right” having been refused a glass of tap water by the Hotel Sassongher in Corvara

A hotel has won a legal fight with a tourist who asked for a glass of water.

In the UK, the right to ask for a glass of water from certain establishments is enshrined in the law. Restaurants that serve alcohol are legally required to provide free tap water to paying customers, although they may charge for the glass or service.

The same cannot be said for other countries.

In Italy, the land’s highest court has just ruled that a five-star Dolomites hotel acted lawfully when it refused to provide tap water to a tourist.

Way back in 2019, the woman, from Rome, asked for a glass of H2O, only to be told that she couldn’t have one and that she’d have to make do with a £6 bottle of mineral water instead.

What followed was a legal fight that has run on until this week. Eventually settled in the Italian Supreme Court, the tourist claimed that “water is a natural resource and a universal human right”.

However, such arguments failed, with the five-star Hotel Sassongher in Corvara eventually victorious and the tourist’s request for £2,300 in compensation for emotional distress and economic damage dismissed.

Silvio Belardi, the lawyer representing the hotel, told the Corriere Alto Adige newspaper that the court held that “there is no obligation to supply tap water”.

According to the lawyer, the case had been rejected first by a court in Rome, then by an appeals court and now the Court of Cassation.

The Roman had argued that her consumer rights had been violated. She compared the denial of tap water to a hotel not putting sheets on a bed or soap in the bathroom.

“The woman claimed she had suffered damage, including financial and moral harm. This was rejected for lack of evidence,” Mr Belardi told the BBC.

Supreme Court judges dismissed her claim, eventually ruling that Italian laws and regulations do not require venues to provide tap water to guests. It is up to individual establishments whether they decide to do so.

“We also argued that if a person wanted running water, they could easily get that in the hotel – just not at the restaurant,” the lawyer added

European countries where free tap water is legally required

France: Requires restaurants to provide a carafe of water with every meal at no extra charge.

Spain: Passed a law in 2022 requiring bars and restaurants to offer unpackaged drinking water for free.

Lithuania: Restaurants must give guests tap water if they ask for it.

What about the EYU as a whole?

The EU as a whole has passed no laws requiring establishments to provide free tap water, although that could change soon. The EU’s Packaging and Packaging Waste Regulation, approved by the EU Council, encourages member states to ensure restaurants, bars, cafés, and catering services provide tap water for free or for a minimal service fee, with rules set to take effect in August this year.