Family Awarded £13,000 After “Holiday from Hell” at RIU Tequila in Cancun

Holiday Turned Into Ordeal After Severe Illness

A British family has been awarded £13,000 in compensation after their much-anticipated holiday at the RIU Tequila resort in Cancun descended into a nightmare when all three holidaymakers were struck down by severe gastric illness.

Steven and Claire Cowley, along with their young son, Master Marshall, travelled to the resort for a two-week all-inclusive break starting on 26 May 2023. Just days into the holiday, all three became violently ill, suffering symptoms including diarrhoea, vomiting, nausea, stomach cramps, bloating, and exhaustion.

Exclusive Hotel Dining but Disturbing Hygiene Concerns

The family reported that they had eaten exclusively inside the hotel and had not consumed any outside food since their arrival.

During their stay, they claimed to have witnessed multiple hygiene issues within the main buffet restaurant, including:

• Birds and flies around food service areas
• Animals roaming freely near buffet counters
• A bat inside the restaurant, which staff were seen capturing

These repeated incidents left the Cowleys deeply concerned about food safety at the RIU Tequila resort.

Lack of Support Abroad

Despite notifying the holiday representative, the family say they received little to no support.

“We felt completely ignored,” said Claire Cowley. “We were really unwell and just needed help, but the rep didn’t want to know. It was extremely distressing.”

As their symptoms worsened, they sought help from the hotel doctor, who examined their son, declared him fit to fly, and recommended electrolyte drinks. However, symptoms continued for several weeks after the family returned to the UK.

Concerns About Cyclospora at the Resort

In June 2023, our team of holiday illness solicitors were contacted by multiple people who had also stayed at the RIU Tequila resort and suffered illness linked to Cyclospora, a parasitic infection commonly associated with contaminated food and water. The Cowleys’ case forms part of a wider pattern of reported gastric illness at the hotel during that period.

Collective Settlement of £13,000

After seeking legal advice, the family pursued a claim against the holiday operator, who ultimately agreed to pay the family £13,000 in compensation for their illness, pain, suffering, and the disruption to their holiday.

“This was supposed to be a special family holiday,” said Mr Cowley. “Instead, we spent days stuck in our room, sick and worried. No one expects to deal with animals around the buffet or get this ill from an all-inclusive resort.”

Solicitor Praises Family’s Determination

The family was represented by Mr Michael Walker, a solicitor specialising in holiday illness claims.

Mr Walker commented: “The evidence presented by the Cowley family was clear, consistent, and deeply concerning. No holidaymaker should be exposed to such avoidable risks, nor should they be dismissed when raising legitimate health issues.

“This settlement reflects the seriousness of their ordeal and sends a strong message that tour operators must uphold proper hygiene and food safety standards. I commend the family for standing firm and seeking the justice they deserved.”

Have You Suffered Illness on an All-Inclusive Holiday?

If you or a family member has suffered an illness abroad and believe your hotel or tour operator may be at fault, our specialist team of holiday illness solicitors can help.

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Your claim could help you recover compensation  and ensure better standards for future holidaymakers.