£5,500 ‘holiday from hell’ is a washout for British family after five-star Mexican resort is repeatedly flooded with rainwater due to leaky roof

• Shocking scenes in the hotel show rain pouring down onto dining room tiles

A British family has described how their dream £5,500 trip became a washout after the Mexican hotel they were staying in was flooded with rainwater due to a leaky roof.

Mike Jackson, 48, was left ‘very disappointed’ after spending his three-week holiday in the Yucatan Peninsula trying to avoid the vast floods that repeatedly drenched the interior of the building.

The shocking scenes inside the Bahia Principe Grand Coba hotel show rain pattering down on the tiles as guests dine at the tables, with one even holding up a parasol.

Mike, who was travelling with his partner, sister and mother, says at the start of the video: ‘Day five, meant to be inside, that’s how close [the water] is to my seat.’

Despite the wet floor signs, guests can also be seen walking around on the dining room floor as though nothing has happened, over the top of some questionable karaoke.

Mike Jackson, 48, who was travelling with his partner, sister and mum, filmed the shocking scenes. Video shows rain pattering down onto the dining room floor in the Bahia Principe Grand Coba hotel in Mexico, with one guests even holding up a parasol

Struggling to be heard over the noise of the downpour, Mike fumes: ‘The main restaurant again.’

The rainwater is also reported to have leaked through the roof in other areas across the luxury resort.

Mike, a technician from Birkenhead, Merseyside, claims that travel company TUI has so far offered just £195 in compensation for the ordeal.

He alleges that hotel staff didn’t help holidaymakers while they were at the hotel, and it was up to families to move their own tables and chairs during dinner.

Besides the leak, Mike was also unhappy that his family members were told they couldn’t cancel their excursions that they had previously booked.

The lights can be seen reflecting off the floor tiles as guests around on the dining room floor as guests walk around the dining room as though it is business as usual, over the top of some questionable karaoke

The last straw on the holiday from hell came as they took a 14-hour trip to go whale shark swimming, but were left puzzled after only spending six minutes in the water.

Despite Mike’s best efforts his attempts to get a refund from TUI haven’t been heard which led to the frustrated son posting on social media.

Mike wrote in a post over the weekend: ‘Bahia Principe Coba, Mexico – July 2023. [It] even rains indoors but TUI aren’t interested in the fact it ruined our three-week stay.’

The post received more than 100 likes with many people quick to comment on the disastrous getaway.

One person commented: ‘[Hotel] should have a better roof I agree but TUI can’t control the weather.’

Another wrote: ‘[I] think I’d be more upset by the horrendous screeching of the ‘entertainment’.’

A third added: ‘TUI are great for ease of booking etc but are horrendous at dealing with complaints.’

Mike was left ‘very disappointed’ after spending his three-week holiday in the Yucatan Peninsula trying to avoid the vast floods that repeatedly drenched the interior of the building

Mike said today: ‘Every night it rained, no matter where you went on the complex it leaked like in the videos.

‘We were there for three weeks, and we looked at getting flights home, but it was too expensive.

‘TUI hasn’t acknowledged us, the only acknowledgement I got was a refusal for the refund for mis-sold trips and a £195 gesture of goodwill.

‘We were just left to our own devices and had to move chairs and tables to try and get out [from under] the leaking roof.

‘No matter what bar area you went to, they all leaked.’

He added: ‘I’d say that 16 out of the 21 days it rained for at least an hour and that [the video] was what it was like when it rained.

‘I was very disappointed; it wasn’t a cheap holiday then to be mis-sold the excursions whilst there was even more of an insult.

‘We went on a whale shark swim which was diabolical as we were away for 14 hours but only in the ocean for six minutes.

‘We tried to cancel the rest of the excursions but were told by the rep that we couldn’t, so we just refused to go on them.

‘TUI state their trips have free cancellation, but the rep told us we couldn’t cancel them.

‘It’s £5,500 spent on a supposed holiday of a lifetime and it was more like a holiday from hell, it was something you’d expect from Butlins.’

TUI has been contacted for comment. 

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