5.0 
Mrs King travelled to Mallorca for what should have been a relaxing two weeks holiday at Protur Aparthotel Vista Badia between 13–27 September 2023. However, it only took a moment her long awaited holiday to turn into a disaster.
Following a thunderstorm, the hotel’s secondary bar opened for the first time during Kathleen’s stay. What should have been an enjoyable night at the bar quickly turned into a horrific ordeal when she tripped over a rug that had been left upturned and scrunched in the middle. The rubber-edged rug, which was visibly distorted, created a significant trip hazard that caused her foot to catch, resulting in Kathleen falling forward onto the hard marble floor.
Kathleen’s knee immediately began to swell and bruise, and while fellow holidaymakers rushed to help her, hotel staff failed to provide meaningful assistance or even record the incident. There was no accident book, and despite visible cameras in the area, staff insisted no CCTV footage existed.
This not only left Mrs King distressed and embarrassed but severely impacted her ability to enjoy the remainder of her holiday.
Consultant Confirms Extent of Injury
After returning home to the UK, medical assessments confirmed a significant soft-tissue injury to her right knee and surrounding structures, requiring the use of crutches.
Her consultant later concluded that the fall aggravated an existing valgus knee condition, causing ongoing pain, instability, and restrictions to her daily life.
Mrs King continues to:
- Experience pain when bearing weight
- Struggle with tasks requiring prolonged standing
- Have episodes where the knee gives way
- Manage swelling and discomfort with medication and injections
- Live with anxiety and fear of slipping, especially in wet conditions
These symptoms have significantly affected her mobility and quality of life.
Working Together to Build Kathleen’s Case
From the outset, we collaborated closely with Mrs King to build a strong, evidence-supported claim. Our team examined:
- The hotel’s failure to maintain a safe environment
- Lack of inspection and maintenance of the rug
- Poor staff response and absent documentation
- Breaches of safety standards and contractual duties owed to travellers under the Package Travel Regulations
We ensured Mrs King felt heard and supported throughout the entire process, guiding her through medical evidence, legal procedures, and the steps needed to hold the tour operator accountable.
Mrs King’s Words: “They listened, they believed me.”
“The accident completely shocked me. I tripped as soon as I walked into the bar and my knee just ballooned. The hotel didn’t seem to take it seriously at all, and I felt embarrassed and ignored.
“Holiday Claims Bureau and Mr Walker listened to me from day one. They believed me, explained everything clearly, and guided me through each step. I felt supported throughout. I wouldn’t have known where to start without them.”*
A Message From Mr Michael Walker, Solicitor for the Claim
“Mrs King suffered an entirely avoidable injury caused by a hazard the hotel should never have allowed to develop. Her fall and the hotel’s inadequate response left her dealing with long-term consequences.
“Working closely with Mrs King, we were able to build a clear and compelling case. Her cooperation, transparency and determination played a central role in achieving a successful outcome. This is exactly what a client–solicitor partnership should look like.”
A Genuine Success Story Built Together
At Holiday Claims Bureau, we recognise that legal expertise alone is not enough. We are committed to working collaboratively with our clients to produce genuine success stories that demonstrate how we achieve positive outcomes for those affected by holiday illness or injury. Our success stories section highlights many such examples, each reflecting the care and diligence we apply to every case.
Mrs King’s experience illustrates:
- The importance of listening closely to our clients
- The value of thorough investigation
- How strong client–solicitor partnerships contribute to successful results
We are proud to have supported Mrs King and helped her achieve justice for what she experienced.
Have You Suffered a Non-Fault Holiday Illness or Injury?
If you’ve experienced a holiday illness or injury that wasn’t your fault, whether similar to Mrs King’s situation or entirely different, we’re here to help.
Call us on 0161 813 2131
Speak to a legal expert instantly via Live Chat
Or request a call-back by completing our online contact form
Get in touch today to find out how much compensation you could be entitled to.
