A British family claim their £8,500 dream holiday in Mexico was ruined by an "X-rated" stage show, bedbugs and a leaking ceiling at a five-star hotel.
Parents Mark and Sarah Stanway were shocked when the evening entertainment at a "family friendly" hotel included scantily-clad dancers in thongs and women "pole dancing".
The couple, from Hull, East Yorkshire, claim parents with children kept getting up and walking away because the show was "very inappropriate".
The Stanways and their three children, aged 10, 12 and 17, stayed at the Grand Palladium White Sand Resort & Spa in Cancun after booking a Tui platinum package that they claim "turned out to be plastic".
Full-time carer Mr Stanway, 42, said: "Entertainment in the evenings was awful and at times X-rated.
"There were half-naked in thongs, women pole dancing from the early evening through the night.
"People with kids kept getting up and walking away as it was very inappropriate."
He added: "The majority of the evenings were spent sat in the lobby. Our £8,500 holiday was saved by a deck of cards.”
He recorded video of the show and of water dripping from a ceiling in his room during the two-week holiday in August and September this year.
Mr Stanway said: "It was a marble floor, which was quite dangerous as if we hadn’t seen the large puddle, we could have slipped. This happened four times and they weren’t just small leaks.
"What they show you in pictures isn’t how it actually is. The room was average and with so much going wrong, it was nowhere near a five star.”
Mr Stanway claims the family members suffered bites on their legs that were from bedbugs.
He added: “The cleanliness was almost non-existent. The bedding was changed but the beds were dirty and the toilets and floors weren't cleaned the whole time we were there.”
The dad and mum, 39, said they spent three years saving up to go on a family holiday before their eldest daughter went away to university.
But they say they were left disappointed over a number of alleged "blunders", "substandard" accommodation and unfulfilled promises.
They claim a VIP day trip to the Xcaret theme park wasn't honoured, leaving the children "stressed and upset", and staff stopped them from taking pictures of their "abysmal" meals.
The Stanways also claim the kids' club activities were limited and the timetable for adult activities wasn't adhered to, meaning they paid for something that wasn't delivered.
Mr Stanway said his complaints weren't taken seriously by hotel staff, but a Tui rep did manage to get them a refund for the day trip.
The Stanways have since complained to Tui at home and instructed the consumer law firm Bott and Co to investigate their claims and whether they are entitled to compensation.
Mr Stanway said: “We saved for three years because we wanted everyone to have the best possible time.
"We don’t take spending that sort of money on a holiday lightly and wanted to do it properly, that’s why we decided to go with Tui."
He said staff at his local Tui store recommended the hotel, adding: "It looked like everything we wanted in a family holiday and we were assured it would be suitable for both adults and children."
"It was expensive as it was part of Tui's platinum holidays range but it sounded absolutely amazing, we vowed to make it work.
"It was supposed to be the bees knees with everything included. Little did we know it would turn out to be a nightmare."
He added: “As soon as we arrived the resort didn’t match what we had been led to expect.
"It didn’t look like it had on the pictures and things weren’t working as they should. It was tired looking.
"It’s a great shame the holiday turned out the way it did and so much money was wasted but hopefully Tui will hold their hands up and admit their mistakes and compensate us for our experience.”
David Bott, Senior Partner at Bott and Co said: “This family were tremendously let down by Tui. They were led to believe the hotel would be of a certain standard, inclusive of various activities and amenities that weren’t delivered.
"What was promised to be a luxurious and enjoyable family holiday, turned out to be substandard."
The resort has mostly positive reviews on TripAdvisor and Google.
A Tui spokesperson said: “We’re sorry to hear of the Stanway party’s experience in Mexico and understand this would have been disappointing.
“When the customers reported the issues to us we were on-hand in resort to offer a gesture of goodwill which was accepted.
“We have since been in touch directly to offer compensation and to express our apologies.
“Our hotels are closely monitored and reviewed in regard to customer service, safety and hygiene standards.”
Mirror Online has contacted the Palladium Hotel Group for comment.