Couple's anger at honeymoon hotel

By Connie Osborne Friday 29 November 2013 Updated: 02/12 17:37

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Buy photos » Carrie and Matthew Cater claim Thomson ruined their honeymoon. (s)

A COUPLE claim they had their honeymoon ruined after a three star hotel turned out to be filthy and run down.

Newlyweds Carrie and Matthew Cater from Enfield, lasted just two days on their romantic getaway to Rome when the hotel they booked through Thomson turned out to have mould on the carpets, stains on the walls and the breakfast was inedible.

The pair, who got married on October 5, forked out over £1,000 for four nights in the city.

But when they arrived at the Edera hotel they were left shocked and devastated by its condition which did not resemble pictures they had been shown before booking.

Problems included loose fittings and fixtures, furniture covered in thick dust and a dirty shower which did not work properly.

Carrie said: "We were so excited about the holiday and then when we arrived we just couldn't believe it. It was disgusting and the staff were just so rude.

"Everything about the place was just vile. We didn't want to be in there at any point. I just hated it, it completely ruined our time there."

After contacting their tour provider Citalia, they were told they could change hotel but the offer was declined because the bride was too upset by the ordeal and wanted to go home.

They then paid an extra £300 for return flights through Thomson.

The 28-year-old added: "You just don't expect it from Thomson. We paid good money for the honeymoon, it wasn't like we had a really cheap deal and we were even happier to give more money.

"They told us it was three star and we later found out it had a one out of five rating. We put our trust in them because we didn't know a lot about Rome.

"You couldn't even pay me to stay in that hotel, but they were happy to have us there."

The couple are currently going through a complaints procedure where they have asked for an apology but say they do not want a refund.

A spokeswoman from Citalia said they were sorry to hear Mr and Mrs Cater were unhappy with the hotel they had chosen but it had an official three star rating.

"Customer satisfaction is of the utmost importance to us and we are sorry to hear the hotel did not meet the couple’s expectations on this occasion."

The hotel has also come in for criticism on the website Tripadvisor with one recent user giving it a one out of five star rating after calling it 'very dirty' and the breakfast 'awful', although others said it was excellent and 'good value'.

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Buy photos» Stains on the walls were among the complaints. (s)

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Buy photos» The couple say the hotel was filthy. (s)

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Buy photos» The outside of the hotel

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