The family say they were greeted with a bad smell, insects, holes in the wall and “yellow water from the taps”
18:11, 06 Aug 2025Updated 21:47, 06 Aug 2025
William White with his wife and two children on holiday
A Northern Ireland family has described how they were greeted by “the most horrendous room and conditions”, with yellow water, cockroaches and other insects during an EasyJet package holiday. William White, from Carnmoney in Co Antrim, had travelled with his wife and two children to Alcudia in Mallorca where they spent “10 quality nights” before their flight home was cancelled. Several hours after their flight was cancelled unexpectedly, having been delayed several times, the family say they were advised by EasyJet to travel from the airpoirt back to Alcudia for a one-night stay at accommodation organised by the travel company – where they say they were greeted with “a smell worse than an old people’s home”, insects, holes in the wall and “yellow water from the taps”. Read more: Spain travel warning for Ryanair passengers as strikes set to hit 12 airports
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William, a 40-year-old from Carnmoney, explained: “We departed Belfast on July 25 and spent 10 quality nights in Viva Sunrise. We were due to fly back on the fourth of August [Monday]. We arrived in the airport and checked in our luggage at 3.30pm.” He said there was “no update on the boards in the airport” but online updates showed delays due to a technical problem. He said “rumblings” started among the Belfast travellers after their flight disappeared from the flight boards, and at around 8pm an email came through, followed by another confirming the flight had been cancelled. “All the passengers were ringing EasyJet for help,” William said. “But there were no reps based in the departure area of the airport and the ground crew didn’t know anything.” Finally, William and his family were booked on to a flight from Palma to London Luton on Wednesday 6, with a four-hour stop before the flight to Belfast. In the meantime, he and his family went back through security and managed to retrieve their luggage. At 10.30pm, they received another email with details of accommodation for the night. “We went on to TripAdvisor to check and seen that it had diabolical reviews but it had been long and stressful day but not much we could do at that point with no direction from anyone,” William said.
Insect spotted in the accommodation provided by EasyJet following the cancellation of their flight home
Holes in the wall at the accommodation provided by EasyJet following the cancellation of the flight home
“We spoke to the EasyJet rep and she said we should pay for taxi, which was €140 so we refused. At the last minute they put us on a bus to Alcudia. We arrived at around 1:30am. It was a huge complex and they said we had a one night stay booked.
“We explained the situation but they insisted it was one night only and that we had to come back in the morning.”
He said their room was a “20 minute walk from reception – in the dark on a busy road, with our suitcases and two children. Cars were speeding past and there were no lights, so I had to use my phone light.”
Accommodation provided by EasyJet following the cancellation of their flight home
He continued: “When we arrived, we were greeted with the most horrendous room and conditions – mites, yellow water from the taps, cockroaches, holes punched in the wall, wardrobe doors hanging off, a smell worse than an old people’s home and decor and furniture from the 1960s. Oh, and no working air-con.” The family contacted EasyJet again to explain the conditions, but were told they would be unable to move the family elsewhere that night. Upon hearing this, Mr White said he made the “trek” back to reception, who agreed to move them elsewhere. The new room was “more up to date”, William said, but was unfortunately “located beside the main entrance to the entire complex with drunk people arriving home and children out playing at 4am”. That room also lacked air conditioning, he said, adding: “It was so warm you could cook Sunday dinner in it.” The family managed to sleep for around four hours, before receiving word they would be moved somewhere else. Following another walk, which William said took “around 25 minutes” with their four suitcases and two children, they arrived at the new hotel. Speaking to Belfast Live via WhatsApp from the new hotel, William said: “At least it’s clean.” Asked what action he would like to see from EasyJet following their ordeal, he said: “I don’t know, maybe fair compensation – whatever that might be.” Both he and his wife have also been forced to make arrangements due to work commitments due to the delay.
An easyJet holidays spokesperson said: “Due to aircraft technical issues, Mr Whyte’s flight returning from Palma de Mallorca to Belfast was unable to operate as scheduled. We quickly arranged overnight accommodation for Mr Whyte and his family while alternative flights were secured. While we aim to provide a similar standard of hotel, this isn’t always possible in unexpected situations.
:Our support team stayed in contact throughout and helped move the family to more suitable accommodation. We have been in touch with the family to apologise and are assisting with their compensation claim.”
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