Family on dream TUI cruise horrified as cabin ‘flooded with ankle-deep sewage’

A family say their £3,500 dream cruise turned into a horror show after their cabin was flooded with raw sewage.

Kass Stone and his family have slammed holiday firm TUI, claiming they made a terrible situation worse by refusing to move them from the contaminated cabin.

Footage shows ankle-deep brownish water in the cabin which the Stones claim, even after heavy cleaning, stank for the remainder of the break.

Kass, from Bexley, London, paid £3,490 for the Adriatic cruise aboard the Marella Celebration, which departed from Dubrovnik on Thursday, May 23.

The 42-year-old, his wife and two children were sharing the cabin when raw sewage started bubbling up through the shower.

Kass said: "We had to put up with this damp, unclean water smell and you just never really felt clean, you just felt dirty the whole time and we had to sit there for a whole week.

"It ruined the holiday, it got to the point where we dreaded going back to the cabin."

After informing staff on board the ship, the drain was fixed but the family claim nobody came to clean up the mess until Kass complained again.

Eventually a large heater was brought in to speed up the drying process, but Kass says the noise and heat from the machine only made matters worse as the awful stench became overpowering in the sweltering heat.

Another video from Kass shows the heater in action, the loud whirring audible in the background as he can be heard saying sarcastically: "Lots of loud machinery, right next to where we sleep, for the third day going – yay."

The family was also unable to use their bathroom for the remainder of the holiday, forcing them to shower in the ship's public spa – much to the embarrassment of Kass' two children aged, 12 and six.

Kass said: "My children were incredibly excited about the trip, but they were both so embarrassed about having to shower in a public spa.

"It took the wind out of the sails really, we don't make a fortune and we saved up and the kids were excited, but now it's ruined."

After getting no response to his complaint from TUI, Kass took to Facebook to vent his frustrations.

He wrote: "Our cabin flooded with waste water, no alternative accommodation offered in spite of persistent stench, wet carpet and overall unhygienic conditions, especially for two young children.

"The cruise was ruined and Tui/Marella have not responded to our complaint over a month later. Is this how you treat customers?"

Kass says the family was offered £50 of on-board credit as compensation, but added that this is not enough.

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