Specialist Lawyers Instructed To Investigate Conditions At Hotel

Specialist travel lawyers at Irwin Mitchell have been instructed to investigate conditions at the Ocean Maya Royale hotel in Mexico after a couples’ dream holiday turned into a disaster.  

Jason Clayton, and his wife Sonya, travelled to the luxury five-star Ocean Maya Royale in Riviera Maya, Mexico in May this year to celebrate their wedding anniversary but Jason suffered serious gastric illness which ruined their two-week break.

The couple from St Helens, in Merseyside, encountered issues from the very first day they arrived at the hotel which they booked through tour operator TUI UK Limited.

When the couple arrived at the hotel, they had to be moved two times due to a faulty shower and a flood in one of the hotel rooms. After being moved for the second time, their disappointment did not end as they experienced issues with the hotel’s restaurant with birds sometimes pecking at food from their plates and they saw racoons sitting on dining tables, which the staff ignored. The couple also complained that some of the chicken which was served in the restaurant was undercooked and pink inside.

Jason, 44, fell ill at the beginning of the second week, suffering from diarrhoea and vomiting and also developed a fever. Jason lost his appetite during his illness which resulted in weight loss.

The warehouse manager has now instructed specialist International Personal Injury lawyers at Irwin Mitchell to investigate the cause of illness at the resort and the health and safety procedures after the couple told lawyers the levels of cleanliness at the hotel were ‘appalling’ and meat in the restaurant looked as though it has been reheated throughout the day.

Expert Opinion

“It is extremely concerning to have heard the details of Jason’s trip and the long list of issues they had to contain with whilst staying at the resort.

“We are now investigating the problems that Jason has described to us to try and understand how basic levels of health and safety were seemingly ignored. We need answers as to why Jason was so ill during his stay and the factors that contributed to his holiday being ruined.

“We have worked with thousands of victims of holiday illness and we understand the impact such a negative experience can have on those affected. In Jason’s case, not only was his trip spoiled, he arrived back in the UK unwell when he should be relaxed and refreshed after a fantastic break.

“If anyone else has recently stayed at the Ocean Maya Royale in Mexico and experienced similar conditions then please come forward immediately to assist us with our investigations.”
Jatinder Paul - Partner

Jason sought help from a doctor at the resort who prescribed him antibiotics to try and relieve his symptoms. He is still suffering from abdominal cramps and lethargy nearly a month after returning to the UK which affected his work life. Jason’s bowel habit has also changed as a result and he tends to avoid certain types of food.

Jason said: “This holiday was absolutely horrendous. We worked really hard to save for such a special occasion and it was completely ruined. Sonya and I got married in Mexico, so it was an extra special holiday for us to go back for our anniversary.

“When I look back it is no real surprise I was so ill given the poor levels of hygiene and professionalism at the hotel. The food was sometimes undercooked and there were even birds and animals surrounding us as we ate, with the staff looking on and not doing anything about it. The swimming pool was disgusting, the mould was obvious around the tiles but we did not see anything being done about it.

“For a five- star hotel it is disappointing to see such poor standards and something needs to be done about it as I know that there were other people at the hotel who also suffered with illness.”