Tracy Haslam, a 52-year-old grandmother from Bolton, England, says her £4,000 all-inclusive family holiday at a four-star resort in Tunisia was marred because the hotel shared its premises with a residential care home. According to her complaint to travel operator Loveholidays, elderly residents — some she believed had dementia — were wheeled past her sunbed every five minutes. Loveholidays has since apologized, issued a full refund for the accommodation, and temporarily removed the hotel from sale pending an investigation.

Tracy Haslam’s £4,000 all-inclusive and the ‘five-minute’ wheelchair traffic

Haslam, a dog daycare owner, flew to Tunisia on April 12 with her two daughters and six grandchildren. She told the booking platform that the constant presence of wheelchairs near the pool was inappropriate for her children, with some residentts moaning audibly. as reported by a third-party news report, Haslam said she would never have booked the hotel if she had known about the care-home arrangement. She captured footage of residents being wheeled inches from her sunbed, which she submitted to Loveholidays as evidence.

Loveholidays’ refund and removal: a standard response or a sign of deeper gaps?

According to the source, Loveholidays initially told Haslam that hotels “operate under their own policies and discretion regarding who they accommodate” and that her evidence was “not sufficient to support a claim for compensation.” However, after the story gained attention, the company reversed course. A Loveholidays spokesperson said they “became aware” that the hotel accommodates residential care guests in a designated portion of the resort, and they have removed it from sale while they investigate further with their accommodation partner. The refund covers only the cost of accommodation, leaving Haslam’s total holiday cost of £4,000 only partially reimbursed.

The unnamed care home operator and the missing disclosure policy

The source does not name the hotel or the care-home operator, and it remains unclear how long the residential wing has been in operation. loveholidays has not disclosed whether its internal policies require properties to flag shared facilities with care homes or assisted-living wings. The key open question is whether other hotels in the company’s catalogue have similar undisclosed arrangements. Haslam’s complaint suggests that the inclusion of a care home in a mainstream resort is not merely an inconvenience but could affect the atmosphere and suitability for families with young children.

When ‘all-inclusive’ excludes transparency : a wider trend in package holiday bookings

This case echoes broader concerns about the accuracy of online travel listings. Package holiday sites, including Loveholidays , rely on third-party accommodation providers to supply accurate descriptions. Yet travellers often discover on arrival that a hotel is located near a noisy construction site, a busy road,or — in this unusual instance — a residential care facility. Haslam’s experience highlights the gap between what a four-star rating promises and what a property can deliver when it caters to multiple, incompatible guest populations. the travel industry may face growing pressure to require more granular disclosures from hotels about their co-located facilities.