By Daily Mail (World News) | Created at 2026-06-09 11:11:13 | Updated at 2026-06-09 14:10:52
3 hours ago
A British grandmother has claimed her £4,000 all-inclusive getaway was ruined when the hotel turned out to be part of a care home - with pensioners being wheeled past her sunbed.
Tracy Haslam flew to Tunisia with her two daughters and six grandchildren on April 12 and on arrival at the four-star hotel noticed a large number of older people in wheelchairs.
She captured footage of elderly patients, some who she claimed had dementia, being wheeled inches past her sunbed 'every five minutes'.
When the 52-year-old spoke to reception, she commented on the number of elderly people with carers she spotted around the hotel.
Tracy, a dog daycare owner, said the manager told her the hotel was part of a residential care home.
Tracy, from Bolton, Greater Manchester, said: 'We went to reception to speak about [my] case and they were quite rude so that already got my back up.
'The manager was walking past and there were these wheelchairs and I said, "excuse me, is this residential?"
'He said "yeah there are just three [elderly residents]" and I went, "you're having a laugh, there's about 10 just gone past me." So part of it has a residential care home attached to it.'
Tracy Haslam, 52, flew to Tunisia for a family holiday at a resort
But pensioners were wheeled past near the pool, as seen pictured
Once she arrived it became clear the property was a care home, with elderly residents
Explaining that she felt misled, the mum-of-three says she would 'never have' booked the hotel if she had known.
Tracy added: 'My biggest complaint is about the care home because I would never ever have booked that hotel if I had known that.
'I'm not discriminating against old people, but a couple of them were verbal so they were going past us verbally moaning. It's not appropriate for kids.'
She filed a complaint with Loveholidays, through which she booked the trip, for not disclosing the hotel was part of a care home.
Loveholidays said since Tracy's feedback they 'became aware' that the hotel accommodates residential care guests in a designated portion of the resort.
They have temporarily removed it from sale while they 'investigate further' with their accommodation partner.
In response to her initial complaint, Tracy says a Loveholidays rep told her hotels 'operate under their own policies and discretion regarding who they accommodate and this is outside of our control'.
The rep also stated that after 'carefully reviewing' the evidence provided it 'is not sufficient to support a claim for compensation'.
Tracy, from Bolton, Greater Manchester, claims she felt 'misled'
The grandmother was holidaying with her two daughters and six grandchildren
Loveholidays has since issued an apology and a full refund.
Tracy said: 'There were nine of us that went and it's a holiday we're not going to get back.
'It's just been very blasé that the hotel doesn't need to state what clientele they have and I just think that's disgusting.
'A care home with at least 10 residents being wheeled past you every five, 10 minutes, I find it bizarre.
'It's just a weird experience to go on holiday and have wheelchairs coming past you all day.
'Some people might not be bothered but it bothered me, I just would never have booked it.
'I am a bit of a holiday princess, I go away quite a lot and I do like a nice hotel. For a four-star it was shocking.'
She shared images of elderly people being pushed past her sunlounger in wheelchairs
A Loveholidays spokesperson said: 'We're very sorry that Ms Haslam and her family's experience at their hotel in Tunisia fell short of our usual high standards.
'We are investigating the issues raised with the accommodation provider as a priority, and have removed the hotel from sale whilst this investigation is underway.
'We have been in touch with Ms Haslam to offer our apologies and a full refund of the cost of her accommodation.'
The hotel has been contacted for comment.
