Holiday Dream Turns to Nightmare After Assault by Hotel Staff

A man’s holiday took a traumatic turn when he was violently attacked by a member of the entertainment staff at Hotel RIU Touraeg, transforming his dream getaway into a “living nightmare.” Ryan Mendelson, from Manchester, was enjoying his penultimate day of a two-week trip booked through TUI when the unexpected incident occurred.

While conversing with fellow holidaymakers at the pool bar area, Mr. Mendelson was struck from behind by a staff member. He vividly described the moment, stating, “I felt my knee click, twist and go out of place, and I fell to the floor like a sack of potatoes.” The force of the blow left him unable to move and in a state of shock.

Mr. Mendelson’s injury required immediate medical attention. Other guests at the hotel assisted him by keeping him cool and fetching a wheelchair. He noted a lack of first-aid personnel at the scene, which added to the distress of the situation. “Mum was distraught,” he recalled, emphasizing the absence of hotel staff to provide support. The assailant repeatedly apologized but was still responsible for escorting Mr. Mendelson to reception, where they faced further challenges.

Ryan was taken to a local hospital via ambulance, where he underwent X-rays and received an injection in his knee. He was charged €860 for the ambulance service and hospital stay. Although the hotel initially insisted he pay for an additional night due to the incident, they later waived the charge after Mrs. Mendelson threatened to go public with their story.

The attack ultimately delayed the family’s return flight, requiring Mr. Mendelson to book two additional seats and wear a leg brace. Describing the experience, he said, “Missing the flight was soul-destroying.” Upon returning to the UK, he underwent an MRI scan that revealed a torn medial patellofemoral ligament, necessitating surgery. As of now, he reports his knee is “still not 100 percent.”

Mr. Mendelson criticized TUI’s handling of the situation, calling their response “scatty, arrogant and dismissive.” He urged hotel staff to maintain professional boundaries with guests, stating, “Animation teams are always over-friendly… but this was something completely different and totally unacceptable.”

Legal expert Paul Rimmer, part of the team representing Mr. Mendelson, described the incident as “extraordinary.” He stated, “It was tantamount to a physical assault from an employee working at a world-renowned hotel chain.” Rimmer expressed dismay at how the situation was managed, highlighting the lack of immediate support from TUI. “Ryan and his mother desperately needed support, but they reacted sluggishly from start to finish,” he noted.

When approached for comment, a spokesperson for RIU Hotels & Resorts expressed regret for the incident. “The matter has been fully investigated and has now been settled with the customer,” they stated. They characterized the attack as a misguided attempt at playful interaction that was never intended to cause harm. The spokesperson emphasized the company’s commitment to the safety and wellbeing of their guests.

This incident raises concerns about the safety protocols in place at popular holiday destinations and highlights the importance of proper training for hotel staff in handling interactions with guests. As tourism continues to grow, it is crucial for companies to prioritize the care and support of their customers during their stays.