A Scottish family's much-anticipated vacation to the luxurious Moon Palace in Cancun quickly turned sour when they were turned away upon arrival. Despite paying a hefty £8,000 for their two-week break, Gerard and Natalie Brodrick, along with their son Lennon, found themselves in a frustrating and distressing situation due to a booking error. The hotel informed them that TUI, the travel company they booked through, had not completed the payment for their stay, resulting in the family being asked to pay again if they wanted to remain at the resort.

According to Gerard Brodrick, the ordeal was not only financially stressful but emotionally draining as well. The family was met with rudeness from hotel staff, faced with the possibility of being thrown out onto the streets, and ultimately had to settle for a lesser accommodation option than what they had originally planned and paid for. The disappointment was palpable as they had been looking forward to a premium family holiday experience at Moon Palace, known for its reputation and quality, only to be let down by the unexpected turn of events.

Despite being moved to another hotel by the airline, the Brodrick family expressed their dissatisfaction with the alternative accommodation, highlighting the stark difference in quality and amenities compared to what they had envisioned for their dream vacation. The incident shed light on a reported dispute between TUI and Moon Palace, leading to multiple customers being denied entry to the prestigious resort. TUI, in response to the situation, expressed regret over the mishap and assured that they were working to resolve the issue promptly to ensure customers like the Brodricks have a better holiday experience.