ARRIVAL: On arrival we started by receiving our rented (Avis) car, when the lady took our credit card she took 60 euros out of our account automatically for fuel and said that this is the charge for a full tank.. We were told that if we filled up the tank ourselves she advised us that we would be fined and the 60 euros was for a full tank however we only used the car for our airport/ hotel transfers and a trip to the local sand dunes, as it was an economical car we didn’t even use a quarter of a tank. The main reason why we did not use the car more to get our money’s worth is that we were told that we did not have adequate insurance cover for example if anybody caused damage to the car i.e. knocked into it/ scratched or scrapped it would have been an automatic 890 (approx.) euros so we were extremely anxious about taking it out, we were told that we could get cover for another 97 euros (again straight off the credit card) but it was too late as we had already signed for it and they couldn’t change it.
When we booked the car through yourselves we were advised that the credit card was only for security so even though it came off the credit card it had to come out of our holiday budget so that was 60 euros and we had not even left the airport!
HOTEL: When we arrived at the oasis village there was no air conditioning we could only hire a fan for the room that circulated warm air for the week, the room was not suitable for our holiday it was like a sauna! We did complain about the heat and being next to the loud bar. But they had no other rooms available. Because of the location of the room we did not feel safe leaving the door open on an evening with either 1 of us alone on the sofa bed so we had no choice but to put all of our mattresses together on the floor in order to be able to allow the door to be opened slightly in the hope of a breeze. In this case we didn’t sleep
As well as paying for a fan (which barely cooled us at all) we then had to pay for the safe and a remote for the television which only had 2 channels but no sky as we were told. To us we were sold an ‘all inclusive’ holiday but we didn’t think that it was! Towels and bed lining were not changed and after a few days the apartment became very smelly especially the bathroom as this had no fan. The fridge also did not work and barley cooled water!
One of the cleaners eventually came round to clean but literally flew a mop over the main part of the floor in seconds and said that we were not allowed fresh towels however when the bathroom ceiling leaked we were given an extra 2 (there was three of us)! My wife was extremely poorly with heat stroke and as the room was so hot she had to spend the best part of the night on a sun lounger trying to cool down rather than in a bed.
FOOD: On our first day we went down to the dining hall to find out we were served raw chicken and pork kebabs including re heated chicken nuggets and chips for the children (which literally crumbled in our hand) even the restaurant manager agreed he would not eat them! My husband wanted to view the kitchen as he’s a chef and their response was no. Everyone was mortified of the condition of the food luckily we had money in our account to fund for food and entertainment outside of the complex but we are now having to replace that money as it came out of money for our bills at home.

It was not a choice to eat out it was something that was necessary at the time but also because of that we had less money to take our son out on exertions so we feel we couldn’t give him the holiday that we had originally planned. For the unfortunate people that had nothing and had to eat salad all week this was unacceptable we thought it was just a one off so the next day and for the 5 remaining days we sampled the food and it was the same re heated food all week! I complained the first day and received no response and the receptionist arranged a meeting on Monday morning for me to meet with the manager but she cancelled that morning! I was accompanied with many families who was also disgusted with the oasis village food and entertainment.
ENTERTAINMENT: we were advised that Thomas cook was no longer putting entertainment on for us instead it was a group called Sunny Animation because Thomas Cook had pulled out so it was not what was promised to us and we have never experience anything so serial! They literally cleared the entertainment hall and as a result instead of enjoying the ‘all inclusive’ experience again we had to find entertainment elsewhere which again cost money.
Besides one kids club in the day time which my son attended we were told about a free chocolate and pirate party but when we arrived Oliver said it was 10 euro but prior to this he said it was free so he couldn’t attend because we couldn’t afford it (as we were having to eat elsewhere) but we were confused because they told us that the 10 euros was for snacks and juice but we were all inclusive so where is the logic in that?

Drinks
We asked to look at the vodka because people kept complaining that it wasn’t vodka so I took a bottle of the bar man and it was vodka snaps 7% alcohol and he said it was terrible how we spent £1500 for the holiday and this were being served same with the larger he said they pay 34 euros for a barrel but the proper tropical larger was 143 euros and he said it wasn’t the real tropical so in this case we felt robbed
We feel that if we had been made aware of the entertainment situation we would not have booked this particular option as it was a massive part of the holiday that was important to us especially as we have a small child. Our son and other children could not understand what was going on with the entertainment due to the language barrier and feel that this isolated him which was extremely distressing!
Also had we had known about Avis and the way they worked we would have re thought that option also.
We were also told that because the flight did not hold a licence we could not watch TV

To conclude we feel that due to all of the above we have not had the holiday that we had hoped for because we had to spend our spending money on alternative food and entertainment and cannot book another because our savings now has to re pay the credit card and bill money that we had to use. I would say that we spent nearly £1000 pounds and our original budget was only £500 again we advised that as we were all inclusive we wouldn’t even need that much!
We are mortified and drained and feel like we’ve never had our relaxing holiday that was expecting.