A woman is unhappy with a travel agency. The agency did not say that a hotel in Tunisia is also a home for old people.

一名女性對一家旅行社感到不滿，因為該旅行社並未告知突尼西亞的一家酒店同時也是一家養老院。

Tracy Haslam went to a hotel in Tunisia with her family in April. She saw many old people and nurses there. The hotel manager said part of the hotel is a care home for old people.

Tracy Haslam 在四月與家人前往突尼西亞的一家酒店。她在當地看到了許多老人和護理師。酒店經理表示，酒店的部分區域是老人養老院。

Tracy said some old people were sick and shouted. She felt the hotel was not good for children. She expected a normal four-star hotel.

Tracy 表示有些老人患病且會大聲叫喊。她認為這家酒店並不適合兒童入住。她原以為會是一間正常的四星級酒店。

First, the travel agency, Loveholidays, said they could not help. They said the hotel makes the rules. They did not give her money back.

起初，名為 Loveholidays 的旅行社表示無法提供幫助。他們稱酒店自行制定規則，且沒有向她退款。

Later, the agency changed their mind. They looked at the hotel again. Now, they do not sell this hotel to other people.

隨後，該旅行社改變了主意。他們重新審核了該酒店。現在，他們不再將這家酒店銷售給其他顧客。

The agency said sorry. They gave Tracy all her money back. They are still checking the hotel.

旅行社已道歉，並將所有款項退還給 Tracy。他們目前仍在對該酒店進行檢查。

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。

A consumer dispute has emerged regarding the failure of a travel agency to disclose that a four-star Tunisian resort also functions as a residential care facility.

一起消費者糾紛現已浮現，主因為一家旅行社未能披露一家突尼西亞四星級度假村同時兼具住宅照護設施之功能。

The incident originated during an April excursion involving Tracy Haslam and eight family members. Upon arrival at the Tunisian establishment, Ms. Haslam observed a significant presence of elderly individuals accompanied by caregivers. Subsequent inquiries with hotel management confirmed that a designated portion of the resort is utilized as a residential care home. Ms. Haslam asserted that the presence of these residents, some of whom she characterized as having dementia and exhibiting verbal agitation, rendered the environment unsuitable for children and deviated from the expected standards of a four-star leisure facility.

此事件源於四月份 Tracy Haslam 與八名家屬參與的一次旅行。抵達該突尼西亞機構後，Haslam 女士觀察到有大量由照護人員陪同的高齡人士。隨後與酒店管理層詢問後確認，度假村的特定部分被用作住宅照護之家。Haslam 女士主張，這些住客的存在（其中部分被她描述為患有失智症且表現出言語激動），使得環境不適合兒童，且偏離了四星級休閒設施的預期標準。

Regarding the institutional response, Loveholidays initially maintained that hotel occupancy policies fall under the autonomous discretion of the provider and are therefore beyond the agency's regulatory control. Furthermore, the agency initially determined that the evidence provided was insufficient to warrant financial restitution. However, following journalistic inquiry, the agency's position underwent a rapprochement. Loveholidays subsequently acknowledged that they had become aware of the dual-purpose nature of the resort and initiated a formal investigation into the accommodation partner. Consequently, the property has been temporarily excised from their sales portfolio.

關於機構的回應，Loveholidays 最初堅持酒店的入住政策屬於供應商的自主決定權，因此超出旅行社的監管範圍。此外，該社起初認定所提供的證據不足以支持財務賠償。然而，在記者詢問後，該社的立場有所緩和。Loveholidays 隨後承認已意識到該度假村的雙重用途性質，並對該住宿合作夥伴啟動正式調查。因此，該物業已暫時從其銷售組合中剔除。

The agency has issued a formal apology and provided a full refund to the client while the investigation remains ongoing.

在調查持續進行之際，旅行社已正式道歉並向客戶提供全額退款。