A consumer dispute has started because a travel agency failed to mention that a four-star resort in Tunisia also operates as a residential care facility.

由於一家旅行社未提及突尼西亞的一家四星級度假村同時也是一家安養中心，因而引發了一場消費者爭議。

The problem began during an April trip involving Tracy Haslam and eight family members. When they arrived at the hotel, Ms. Haslam noticed many elderly people accompanied by caregivers. After asking the hotel management, she confirmed that a specific part of the resort is used as a care home. Ms. Haslam emphasized that the presence of these residents, some of whom had dementia and were shouting, made the environment unsuitable for children and did not meet the standards of a four-star holiday resort.

問題始於四月份 Tracy Haslam 與八位家人進行的旅行。當他們到達酒店時，Haslam 女士注意到有許多長者由看護陪同。在詢問酒店管理層後，她確認度假村的特定部分被用作安養中心。Haslam 女士強調，由於部分住戶患有失智症且會大聲叫喊，使得環境不適合兒童，且不符合四星級度假村的標準。

Regarding the company's response, Loveholidays first claimed that hotel occupancy policies are decided by the provider and are therefore not the agency's responsibility. Furthermore, the agency initially decided that there was not enough evidence to give a refund. However, after a journalist investigated the story, the agency changed its position. Loveholidays later admitted they were aware that the resort had two different purposes and started a formal investigation into the hotel. Consequently, the property has been temporarily removed from their website.

關於公司的回應，Loveholidays 最初聲稱酒店的入住政策由供應商決定，因此並非旅行社的責任。此外，該旅行社最初決定證據不足而拒絕退款。然而，在一名記者調查此報導後，該旅行社改變了立場。Loveholidays 隨後承認他們知曉該度假村具有兩種不同用途，並對該酒店展開正式調查。因此，該物業已暫時從其網站上移除。

The agency has issued a formal apology and given a full refund to the customer while the investigation continues.

在調查持續進行之際，該旅行社已正式道歉並向客戶全額退款。