Paul and Caroline Williams saved up £4,000 over two years for their break, but when they got there they found the hotel was dirty – and they say had to wade through sewage in the lobby.
The Mirror reports that the couple stayed at the four-star Memories Varadero for 11 nights, which they booked through Virgin Holidays.
When they got there, they say that their room smelled of urine, the toilets hadn’t been cleaned, and there were wires hanging out of the walls.
They were moved to another room, but the couple say that staff were rude.
Caroline developed a rash on her leg while she was staying at the resort, which she says came from the dirty water she was forced to wade through in the lobby and restaurant.
The water burst into the hotel following a tropical storm, and when they got back to their room the water supply had stopped working.
After this the couple had to leave their room to use alternative toilets and showers.
Paul said: "We've been in Egypt when there were revolts and bombings, but never before have we wanted to go home early from a holiday before.
"Caroline was in tears for most of the holiday.
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"If I could have afforded the £700 flight back, I'd have booked it there and then."
The pair wrote a letter of complaint to Virgin Holidays where they likened the hotel to Fawlty Towers and said that their experience had been “comical”.
The couple have been offered a voucher for £200 as a goodwill gesture by Virgin Holidays.
However the couple are not happy with this and are demanding a full refund.
A Virgin Holidays spokesperson said: "We never want to disappoint our customers, which is why it’s so disheartening to hear Mr Williams is unhappy with his experience.
"We take complaints like this very seriously and as a gesture of goodwill we have offered a return of £200 on his booking.
"In addition, we’ve raised the complaint fully with the hotel and have sent senior staff members in to re-audit the property to ensure it meets our exceptionally high benchmarks."
Sun Online previously went to stay at the hotel dubbed the worst in Britain – and found that it lives up to its name.
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