Anger over building work at hotel that ‘ruined’ £2,600 break

‘It was hard to relax on the beach with the sound of jackhammers in the background’: Holidaymaker’s anger over building work at Tui hotel that ‘ruined’ a £2,600 break in paradise

  • Gina Unwin and Ethan Green stayed at the Vinpearl Resort & Spa in Vietnam  
  • Ms Unwin was also upset that neither the hotel nor Tui acknowledged 21st
  • Tui has apologised to the couple and given them £800 in compensation 

A holidaymaker has claimed that building work at a five-star Tui resort ruined her £2,600 break in paradise.

Gina Unwin from Cambridgeshire travelled to the Vinpearl Resort & Spa in Phu Quoc, Vietnam, with her boyfriend Ethan Green to celebrate her 21st birthday in November.

But when the couple arrived they discovered building work taking place at the hotel’s beachfront restaurant that they hadn’t been warned about. They say the peace and quiet was then constantly disturbed by the sound of jackhammers and drills.

Holidaymakers Gina Unwin and Ethan Green say their dream break to Vietnam in a five star Tui hotel was ruined by building work. Pictured is the building work at the beach front restaurant 

The pair claim that a Tui worker had told them that the work would only last for a few days and should not impact the vast duration of their two-week break.

They say they were told the work would only take place between 9am and 11am and again between 2pm and 5pm and that work was also ongoing in the spa.

But the couple complain that the building work would start at 8am right through until 7pm and it was so noisy they were left with hardly anywhere to relax.

Gina, who is studying nursing, told MailOnline Travel: ‘My 21st birthday was not the dream that I was hoping for, as we could not relax on the beach or next to the pool without hearing loud building works and repairs.

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‘There was hotel staff with jackhammers ripping up the flooring along with loud machinery noises, banging, drilling and even carrying out welding to the beams supporting the roof.

‘Instead, the Tui rep told us that we could sit further down the beach so that we do not have to listen to the noise.

‘I felt this was extremely unacceptable and quite embarrassing as we shouldn’t have to sit away from the hotel facilities to escape from the noise and this should not have been promoted by the Tui worker at all.

The pair claim that a Tui worker told them that the work would only last for a few days and should not impact the vast duration of their two-week break

The couple say that the noise from the work continued from 8am to 7pm and they were unable to relax by the beach 

‘The trouble that we had with the building works and the Tui reps really ruined our enjoyment of a holiday that was suppose to be very special.

‘If we had been informed of the building repairs that were taking place at this hotel, we certainly would have picked a different one.’

The work at the beach-front restaurant meant the couple, who were staying all-inclusive, were unable to eat there, while another of the hotel’s three restaurants was also closed during their stay.

During the holiday, Ethan claims he was struck down with food poisoning for three days and could only eat rice.

However, Gina says that one morning when she returned to the breakfast room to get him a bread roll to eat she was stopped in her tracks.

She explained: ‘When going in to breakfast for the second time to grab a bread roll I was told by a staff member “once, once only”.

Workers at the beachfront restaurant. Gina said: ‘The trouble that we had with the building works and the Tui reps really ruined our enjoyment of a holiday that was suppose to be very special’

‘I didn’t fully understand until expressing this to the Tui rep who said you can only go in the restaurant once only – once for breakfast, once for lunch and once for dinner.

‘I did not pay for full board, I paid for all inclusive, which means you can go in the restaurant as many times as you like within the selected dining times.

‘Not only with the food but also at the bars, the drinks selection was very limited with not much to choose from.

‘While at the bar one time, I asked for two waters and one pineapple juice and I was told I couldn’t have more than two drinks, as they only allow one drink per person at a time. Again this is not all inclusive and not what we paid for.’

The couple complained to Tui and its customer support directors.

Gina added: ‘This was supposed to be a very special holiday booked through Tui celebrating my 21st birthday.

The Vinpearl Resort and Spa in Vietnam, where the couple stayed to celebrate Gina’s 21st birthday 

‘My partner emailed the airline (Tui) which I didn’t know about, asking if there is anything they could do, to which they said no. 

‘When arriving to our hotel, I did not receive one single happy birthday from the hotel or the Tui rep to whom we complained to on numerous occasions. 

‘My 21st birthday was not even acknowledged.’ 

However, Gina did admit that a hotel bar worker bought her a cake when she found out from some other guests that it was her birthday.  

A Tui UK spokesperson told MailOnline Travel: ‘We are really sorry to hear of Ms Unwin and Mr Green’s experience on their recent holiday to Vietnam and we understand they must have been very disappointed.

‘The impact of the building work was much higher than anticipated, and we are therefore in contact with the customers to offer a gesture of goodwill.’

Gina said that she has been given £800 compensation. 

The Vinpearl resort scores an average of 4.5 out of five on TripAdvisor, from 1,273 reviews. Sixty-six per cent of the reviews rate the hotel ‘excellent’ and just three per cent ‘terrible’. 

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