TUI FAMILY LIFE Nevis Resort

This is an email we sent to TUI: When we arrived at the hotel it was very late and we was handed our keys with no offer of any assistance to our room which ended up being the furthest away you could imagine and up a big hill before we could even get to our room with two push chairs and suitcases and 2 very tired children, we finally got to our room trying to find a light switch which was hanging of the wall and their was no travel cot upon our arrival where my 18 month old was supposed to sleep in and the sofa bed was also broken, the next morning I went to reception where the staff was very rude and unhelpful which made me feel very uncomfortable i couldn’t bring the following to their attention as the language barrier was very high so I left the reception then I got my partner to go and ask for a travel cot for our little girl. The room was so far away on the complex and away from everything it was like we were put away from every other guest this was very upsetting. After a couple off days while we was using the air conditioner really upset my daughter chest as it was very dirty and I had to go to the local pharmacist to get some caugh medicine and was unable to use the air conditioner again with the recommendation of the pharmacist. When we finally went to go and eat the food choices were very disappointing the food choices was all the same just different for dietary preferences their was full pigs heads on the counters which scared my children also the children menu were the same every night chicken nuggets in corn flakes and chips the menus where very disappointing and the variety off foods were very limited and the same every lunch ,dinner and tea and their was mould on the air conditioner unit on the ceilings I asked my daughter to get me a tooth pick which was full of green mould I mediately sanitised her hands due to this we had no other options to leave the restaurant and go to dine out at local restaurants which we shouldn’t have had to because we had paid for an all inclusive holiday so we didn’t have to worry about meals and drinks but felt like it would be safer to eat out and their was a poster up in the restaurant that their was a sickness bug / gastrointestinal bug which was going around and I didn’t won’t my family to take ill while we have waited a long time for this holiday. we was only 3 days into the holiday and I took my daughters to go get a drink and all the machine were off and had covers over them we were told because it’s end of season that’s why they wasn’t in use when I bought my issues up with the tui reps we were told it’s out off season and that the complex was closing the Monday after we was coming home so the Hotel was preparing to shut down and half the staff had already gone home so they was limited staffing levels. we didn’t feel like we was welcome and made our holiday very much of a burden. so we spent nearly all our holiday out of the complex and spending money we didn’t expect to and having to borr

Pleasant place room ok shower wasn’t that great sprayed everywhere, room cleaned every day, food was good lots to try did kids food at there reach snacks good too drinks all day long. 3 pools walk to sunny beach 15 mins markets there too. Supermarket down the road. Toilets lots have broken locks or seats. Entertainment for kids in the evenings. Could do with a little bit of maintenance but all good