When Tracy Haslam arrived at her £4,000 all-inclusive holiday in Tunisia with her two daughters and six grandchildren, she quickly noticed something unusual. The 52-year-old from Bolton, Greater Manchester, observed a significant number of older people by the pool, many of whom were accompanied by carers.
She claims that it wasn’t until she casually mentioned this to a member of staff that the manager revealed the hotel was also part of a residential care home. Tracy says she would never have booked the four-star hotel with Loveholidays if she had known about this arrangement.
The dog daycare owner believes several of the elderly residents on her April holiday had dementia, with people being wheeled past her sunbed every five minutes. She clarified that she is not against older people, but some of them were verbal and “moaning” as they passed, which she felt was inappropriate for children.
Tracy filed a complaint with Loveholidays, arguing that the hotel should have disclosed its use as a care home on the original listing. In response, Loveholidays stated that they became aware of the situation after receiving Tracy’s feedback and have temporarily removed the unnamed hotel from sale while investigating further with their accommodation partner.
During her visit, Tracy said she went to reception to speak about her case, only to be met with rudeness. She recalled asking the manager if the hotel had a residential care section, to which he replied there were just three elderly residents. She then pointed out that she had seen about ten pass by.
In response to her initial complaint, a Loveholidays representative told Tracy that hotels operate under their own policies regarding who they accommodate, and this is outside of their control. They also stated that the evidence provided was insufficient to support a claim for compensation.
Since journalists contacted Loveholidays, the company has issued an apology and a full refund. Tracy expressed frustration over the experience, noting that nine people went on the trip and it was a holiday they will not get back.
She described the situation as “disgusting,” feeling misled by the lack of transparency about the hotel’s clientele. For her, the constant presence of wheelchairs and elderly residents was bizarre and unsettling.
“I’m a bit of a holiday princess and I go away quite a lot. For a four-star hotel, it was shocking,” she added.
A Loveholidays spokesperson said: “We’re very sorry that Ms Haslam and her family’s experience at their hotel in Tunisia fell short of our usual high standards. We are investigating the issues raised with the accommodation provider as a priority and have removed the hotel from sale while this investigation is underway. We have been in touch with Ms Haslam to offer our apologies and a full refund of the cost of her accommodation.”
The hotel has been contacted for comment.
Why visit Tunisia?
Spain has long been a popular destination for Brits seeking sunshine, but according to Jet2 boss Steve Heapy, more travelers are choosing cheaper options like Tunisia. Like Spain, Tunisia boasts beautiful beaches—776 miles worth, to be exact.
Beyond sunbathing, Tunisia offers a rich history. Visitors can explore the Great Mosque of Kairouan and the Roman amphitheatre of El Jem, famously featured in Gladiator. The islands, particularly Djerba, are also a highlight. Known as the “island of a thousand palm trees,” Djerba features stunning white-sand beaches and azure waters.
The capital, Houmt Souk, translates to “market district” and offers plenty to explore. Its cobblestone streets are lined with bustling markets, shops, and the Aghlabid Fortress, a 9th-century structure that stands as a testament to the region’s heritage.
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