0:00:02 > 0:00:06# Ole, ole, feeling hot, hot, hot #
0:00:06 > 0:00:09Millions of you are already flicking through your holiday brochures,
0:00:09 > 0:00:13choosing where you're going to spend your two weeks in the sun.
0:00:15 > 0:00:18We all put our faith and our hard-earned cash in the holiday industry
0:00:18 > 0:00:21and hope it lives up to our expectations.
0:00:21 > 0:00:24But sadly, that's not always the case.
0:00:24 > 0:00:27Even a perfectly planned holiday can turn into a nightmare.
0:00:31 > 0:00:36It was just a crash. And I heard the bones of my legs break.
0:00:36 > 0:00:40- It's what you'd call a holiday from hell.- I'm just appalled.
0:00:40 > 0:00:41Agh. That hurts, yeah.
0:00:41 > 0:00:45We are the Holiday Hit Squad and our mission, quite simply,
0:00:45 > 0:00:47is to ensure that you get the best holiday possible
0:00:47 > 0:00:50by sharing with you some of the tricks of the trade.
0:00:50 > 0:00:54'We're travelling the world to some of Britain's favourite hotspots
0:00:54 > 0:00:58'to see what can happen when your holiday goes seriously wrong.'
0:00:58 > 0:01:01- It's really frightened you, hasn't it?- Yeah.
0:01:01 > 0:01:03You just want to go home.
0:01:03 > 0:01:08'I'm pulling back the covers...' This bed has cockroaches crawling over it.
0:01:08 > 0:01:12'..to reveal the type of hotels that you wouldn't send our worst enemies to.'
0:01:12 > 0:01:15- That's a long way down.- It is. - You are not going to survive that.
0:01:15 > 0:01:18'And I'm turning holiday horrors...'
0:01:18 > 0:01:21Passports, driving licences, cash,
0:01:21 > 0:01:24absolutely everything on the back seat had gone.
0:01:24 > 0:01:28- '..into holiday heaven.' - That is just so beautiful.
0:01:32 > 0:01:35- Coming up on the programme... - 'We're in Thailand with a couple
0:01:35 > 0:01:40'whose view from their hotel balcony was a work in progress.'
0:01:40 > 0:01:43It was just a complete construction site going on next door.
0:01:43 > 0:01:47'We're in Spain at the one place you don't want to visit as a tourist.'
0:01:47 > 0:01:51- He said it is broken. - It is broken?- Yeah.
0:01:51 > 0:01:56'And in Greece, at a rundown hotel that's lost its spark.'
0:01:56 > 0:01:58If you see anything like that, please don't touch it.
0:02:03 > 0:02:06More of us complain about hotel accommodation
0:02:06 > 0:02:09than anything else to do with our holidays.
0:02:09 > 0:02:13But it does seem as if, no matter how much research you might do,
0:02:13 > 0:02:16you never really know what's in store for you until you actually check in.
0:02:18 > 0:02:23'We've all been there. You've booked a hotel that looks like it had it all.
0:02:23 > 0:02:26'Luxury rooms, fine dining and stunning views.'
0:02:26 > 0:02:31# I know a place where the sun hits the sky #
0:02:31 > 0:02:35'But have ended up with a barren bedroom, mediocre food
0:02:35 > 0:02:38'and a location that leaves a lot to the imagination.
0:02:40 > 0:02:42'Frankly, it's time we put our foot down.
0:02:42 > 0:02:46'So we're visiting some of those horror hotels
0:02:46 > 0:02:49'on a quest to bring them back up to standard.'
0:02:54 > 0:02:59Well, I've just arrived in Rhodes. Great weather and a lovely view. I'm about to check into the Hotel Maran.
0:02:59 > 0:03:03Now, the thing to say about this place is it's a basic two/three star,
0:03:03 > 0:03:07so quite affordable and certainly a popular destination for British holidaymakers.
0:03:07 > 0:03:11What doesn't matter is the star rating. What does matter is that the simple things are right.
0:03:11 > 0:03:14It's got to be clean, it's got to be safe and it's got to be enjoyable.
0:03:14 > 0:03:17So, I'll check in and see how we get on.
0:03:17 > 0:03:19'It looks like a great location.
0:03:21 > 0:03:25'The 80-bed Maran Hotel is just nine miles from Rhodes old town
0:03:25 > 0:03:29'and a short walk from some spectacular coastline.'
0:03:31 > 0:03:35# Ooh, heaven is a place on earth #
0:03:36 > 0:03:41'But online reviewers have complained about its very basic facilities
0:03:41 > 0:03:44'and its low levels of cleanliness.'
0:03:45 > 0:03:48Right, this is 233.
0:03:49 > 0:03:51This is me.
0:03:52 > 0:03:54OK.
0:03:54 > 0:03:58So, it's kind of, I think, what I was expecting.
0:03:58 > 0:04:01So it all looks fairly clean on the floor.
0:04:01 > 0:04:04The bed sheets look clean.
0:04:04 > 0:04:08It's got a basic kitchen unit, a simple hob, en suite, it's got air-con.
0:04:08 > 0:04:13So for the money, two/three star, I think this is probably just about what you expect to get.
0:04:13 > 0:04:17'Owner Terry has been in charge for over 20 years.
0:04:17 > 0:04:20'Rooms may only cost 25 Euros per night,
0:04:20 > 0:04:23'but with complaints on the up and bookings going down,
0:04:23 > 0:04:27'he's asked us to help save his hotel.'
0:04:27 > 0:04:29# Save me
0:04:29 > 0:04:32# Somebody save me #
0:04:32 > 0:04:38'I've only just arrived and I've already heard from one guest who's less than impressed.'
0:04:40 > 0:04:43- Hey, Derek, how you doing? - All right?- Good to see you.
0:04:43 > 0:04:46Now, I'm curious to learn about this bathroom of yours. Is it here?
0:04:46 > 0:04:49- Yes. We're having a bit of a smell in here.- Yeah?
0:04:49 > 0:04:55- We've got this awful smell coming up.- It's definitely coming from that drain?- Definitely.- I can't smell it.
0:04:55 > 0:04:59- It seems OK.- It's when we have a shower and the water's going down.
0:05:02 > 0:05:04Oh, yeah.
0:05:04 > 0:05:08- Oh, that's strong, isn't it? - It's very strong. Very strong.
0:05:08 > 0:05:11As I say, you can smell it now, can't you?
0:05:11 > 0:05:15- It just hasn't been cleaned at all. - It's absolutely terrible.
0:05:15 > 0:05:18- That's not good at all. - It's not good at all. When I took the cover off,
0:05:18 > 0:05:22- it was just all gunge, thick with hair, really matted up.- Urgh.
0:05:22 > 0:05:24'Derek is clearly not happy.
0:05:24 > 0:05:28'I think it's time to call in reinforcements.
0:05:29 > 0:05:35'Simon Gregory works as a health and safety inspector for a large multinational company.
0:05:35 > 0:05:37'First he wants to check out the bedrooms.'
0:05:38 > 0:05:45Right, now, here we have what I would probably describe as a bedroom that's typical in this hotel.
0:05:45 > 0:05:48First impressions as you come in?
0:05:48 > 0:05:51OK, first impressions as I walk in, what am I looking for?
0:05:51 > 0:05:55The main thing I want to see in the bedroom is a fire alarm,
0:05:55 > 0:05:58smoke alarm, any form of protection from fire.
0:05:58 > 0:06:02Now, the first thing is I'm looking for a fire plan on the back of the door over there.
0:06:02 > 0:06:05There isn't anything at all when we walk in.
0:06:05 > 0:06:08Nothing in the corners, no smoke alarm at all.
0:06:08 > 0:06:14- I can't even see a smoke alarm. - Exactly. Smoke alarm, where is it? There isn't one. So big, big problem.
0:06:14 > 0:06:18'Fire safety should be a priority in a room that's advertised as self-catering
0:06:18 > 0:06:21'and so should basic kitchen hygiene.
0:06:22 > 0:06:27'This little gismo will check whether the cutlery has been properly cleaned.'
0:06:27 > 0:06:31Just to give you an idea, 0 to 30 is the parameters for what it should be.
0:06:31 > 0:06:33That's basically clean.
0:06:33 > 0:06:36Any more than that is dirty.
0:06:36 > 0:06:39# Cos you're filthy #
0:06:39 > 0:06:43- 90.- I think the cleaning is working in here, it just needs to be tighter.
0:06:43 > 0:06:46'And the same goes for the bathroom.'
0:06:48 > 0:06:50OK, 75. It isn't clean.
0:06:50 > 0:06:53What we'll do is recommend that they give it another clean.
0:06:53 > 0:06:56I'll also find out whether they actually clean these regularly.
0:06:56 > 0:06:58But by the looks of it, it's not filthy.
0:06:58 > 0:07:03'Everything about the Maran seems tired and unloved.
0:07:03 > 0:07:06'And in the bathroom, I've found something that's truly shocking.'
0:07:08 > 0:07:11Now, I don't think that's still connected to the mains,
0:07:11 > 0:07:16but I don't know, and it doesn't feel like it should work like that.
0:07:16 > 0:07:20It's not ideal, no. You've got lots of exposed wires there.
0:07:20 > 0:07:24It's not good at all. The main thing I would say is please don't touch it.
0:07:24 > 0:07:28If you see anything like that, anything that gets broken, report it.
0:07:28 > 0:07:31'Exposed wires could be lethal,
0:07:31 > 0:07:34'especially in a bathroom.
0:07:36 > 0:07:40'Coming up, Simon's worried that guest safety is on the slide.'
0:07:40 > 0:07:42It's just an accident waiting to happen, in my opinion.
0:07:42 > 0:07:47'And I put hotel manager Terry on the spot.'
0:07:47 > 0:07:49- The rooms don't seem to have smoke alarms.- No.
0:07:54 > 0:07:59'Two and a half million British holidaymakers visit Majorca every year.'
0:07:59 > 0:08:02# We are young, we run green
0:08:02 > 0:08:05# See our friends, see the sights
0:08:05 > 0:08:08# Feel all right #
0:08:08 > 0:08:11'But while most of us are having the time of our lives on the beaches,
0:08:11 > 0:08:14'as ever, I've been given an access-all-areas pass
0:08:14 > 0:08:19'to join the army of people whose job it is to keep us safe from crime,
0:08:19 > 0:08:24'to help us if we lose our travel documents...' Oh, dear.
0:08:24 > 0:08:27'..or calm things down if the partying gets a bit out of hand.'
0:08:27 > 0:08:31- What's happening?- There's a fight here.- They're fighting.
0:08:31 > 0:08:38'Tonight I investigate what happens if you find yourself in need of emergency medical treatment.'
0:08:38 > 0:08:41# Feel all right #
0:08:41 > 0:08:44SIREN WAILS
0:08:44 > 0:08:49Here on the island of Majorca, over the last two years, they've seen an increase of 132 percent
0:08:49 > 0:08:52in the number of Britons who need to be hospitalised,
0:08:52 > 0:08:55for everything from falling off hotel balconies
0:08:55 > 0:08:59to road accidents, broken bones, food poisoning and serious illness.
0:08:59 > 0:09:05So I'm here this week to see how Britons abroad are supported by the medical professionals.
0:09:06 > 0:09:12'The Juaneda Hospital treats up to 100 tourists a day in high season.
0:09:13 > 0:09:17'Claudia La Vell's holiday has been interrupted by stomach pains
0:09:17 > 0:09:22'so severe that she's been rushed into the A&E department by her husband, Steve.'
0:09:22 > 0:09:25- What's brought you here? - Yesterday afternoon, my other half started feeling ill
0:09:25 > 0:09:28and started being sick.
0:09:28 > 0:09:32Didn't know what it was. We'd both had the same sort of food and the same drinks.
0:09:32 > 0:09:35- And you felt fine. - I felt fine, no problems at all.
0:09:35 > 0:09:38- And she just got progressively worse. - How concerned are you about her?
0:09:38 > 0:09:41Yeah, I'm worried. Just hanging on and see how we get on.
0:09:41 > 0:09:47'With as many as one in five tourists suffering from some kind of tummy bug whilst abroad,
0:09:47 > 0:09:50'it's the most commonly reported travel illness.
0:09:50 > 0:09:55'But coordinator Natalia has already run some tests
0:09:55 > 0:09:57'and she's brought Claudia the results.'
0:09:59 > 0:10:01We can see you are dehydrated
0:10:01 > 0:10:03and there's a little bit of infection.
0:10:03 > 0:10:08You have gastroenteritis. So it's going to be necessary to keep you overnight.
0:10:08 > 0:10:13- OK.- OK? And you cannot eat or drink anything.
0:10:13 > 0:10:16'A bout of gastroenteritis and a night in hospital
0:10:16 > 0:10:19'is not what Claudia and Steve had in mind
0:10:19 > 0:10:21'when they booked their summer holiday.'
0:10:22 > 0:10:25Booked in a room here for a night, have you?
0:10:25 > 0:10:28- You OK?- No sunbathing. - No sunbathing.
0:10:28 > 0:10:31- Not what we had planned, is it, eh? - No.
0:10:33 > 0:10:38'Poor Claudia's going to have to spend the next 24 hours on a hospital drip.
0:10:39 > 0:10:45'Last year, on average, 70 British people were hospitalised every week whilst abroad.
0:10:45 > 0:10:48'And older travellers can be even more at risk
0:10:48 > 0:10:52'as they are more likely to have pre-existing medical conditions.
0:10:52 > 0:10:54'After spending yesterday enjoying the sunshine,
0:10:54 > 0:11:00'73-year-old Kevin Amer is the latest arrival to the hospital's A&E department.
0:11:00 > 0:11:03'His anxious wife Maureen is in the waiting room.'
0:11:03 > 0:11:05- You must be a bit worried. - Oh, very, yes.
0:11:05 > 0:11:10Really. We don't know whether he's had one of these TIAs.
0:11:10 > 0:11:13- A mini-stroke.- Yeah. And he had a little episode last night
0:11:13 > 0:11:16and then this morning he had another one,
0:11:16 > 0:11:18and so we called the Juaneda doctor.
0:11:18 > 0:11:22He came out and said he thinks it's better if he comes and gets checked out.
0:11:22 > 0:11:27'With Kevin showing all the telltale signs of a classic stroke victim,
0:11:27 > 0:11:30'the hospital are taking no chances
0:11:30 > 0:11:32'and send him for an immediate brain scan.
0:11:35 > 0:11:39'Kevin is going through everyone's worst holiday nightmare,
0:11:39 > 0:11:42'becoming seriously ill whilst abroad.'
0:11:45 > 0:11:49It can be a bit overwhelming when you're in a foreign hospital if you don't speak the language
0:11:49 > 0:11:52when you've got, as you have here, four people around you
0:11:52 > 0:11:54all speaking in a language you don't understand.
0:11:56 > 0:11:59'If you're insured, efforts will be made to have you treated
0:11:59 > 0:12:02'in a hospital where English is spoken.
0:12:02 > 0:12:06'If not, you may be able to claim back on translation bills.
0:12:08 > 0:12:13'This scan will help determine whether Kevin has suffered any permanent damage.'
0:12:15 > 0:12:18Well, they've moved you, so what's going to happen now?
0:12:18 > 0:12:23Well, he's going up to a room and I think he's going to be in for a couple of days.
0:12:23 > 0:12:27They're going to do some more tests. And I'm staying with him tonight.
0:12:27 > 0:12:30- You're going to stay in the hospital tonight, are you?- Yes.
0:12:30 > 0:12:35- They've got double beds here. - Not looking forward to that.
0:12:35 > 0:12:37'Luckily, they're insured.
0:12:37 > 0:12:44'But Kevin and Maureen must now wait to see how many nights of their holiday they'll spend in hospital.
0:12:46 > 0:12:51'Later in the programme, we'll be back with Kevin at the Juaneda Hospital
0:12:51 > 0:12:54'as he waits to hear his test results.
0:12:54 > 0:12:57'And we'll meet Janine who, after a day at a water park,
0:12:57 > 0:13:00'took more of a slide than she bargained for.'
0:13:00 > 0:13:03I'm hoping I haven't broken it, but it is very painful across here.
0:13:06 > 0:13:11These days, almost half of us choose to book our holidays ourselves
0:13:11 > 0:13:14rather than go through a travel agent or a tour operator.
0:13:14 > 0:13:18You've got the world at your fingertips or at the click of a mouse.
0:13:18 > 0:13:20It really is just all too easy.
0:13:20 > 0:13:23But it's also easy for things to go wrong.
0:13:23 > 0:13:26Helen investigates.
0:13:27 > 0:13:31'Most of us can't bear the thought of missing out on an annual holiday.
0:13:31 > 0:13:34'It's a chance to escape our everyday lives.
0:13:34 > 0:13:38'We dream of the perfect getaway.'
0:13:38 > 0:13:41# I'm so excited
0:13:41 > 0:13:43# And I just can't hide it #
0:13:44 > 0:13:48'But no matter how well a holiday is planned,
0:13:48 > 0:13:51'for some, the dream can turn into a nightmare.
0:13:54 > 0:13:58'I'm meeting travellers who've had the holiday from hell.'
0:13:58 > 0:14:02Flames rushed out of this bottle, straight in Kirsty's face.
0:14:04 > 0:14:10'And doing my best to give them an experience that is simply unforgettable.'
0:14:10 > 0:14:12That is amazing. SHE LAUGHS
0:14:18 > 0:14:23For most of us, going on holiday is a chance to visit somewhere new and exciting.
0:14:23 > 0:14:25But if you've never been there, how can you make sure
0:14:25 > 0:14:28that the holiday you're booking is all it's cracked up to be?
0:14:29 > 0:14:34'Nicky and Rob Ritchie are a prime example of a new generation of holidaymakers
0:14:34 > 0:14:41'who have abandoned the travel companies to plan and book their holidays independently.'
0:14:41 > 0:14:43We don't usually book package holidays.
0:14:43 > 0:14:48We tend to book hotels and flights and make our own itinerary.
0:14:48 > 0:14:53'But even seasoned travellers can come a cropper when booking online.
0:14:53 > 0:14:57'In 2011, they booked a hotel in Thailand through a website
0:14:57 > 0:15:00'advertising luxury rooms.'
0:15:00 > 0:15:03It had a really nice view into the Bay of Patong,
0:15:03 > 0:15:06it was just far enough away where it was escaping the noise.
0:15:06 > 0:15:11Everything looked ideal for what we were looking for, nice and tranquil and close to the sea.
0:15:12 > 0:15:14'The Ritchies paid £300 upfront
0:15:14 > 0:15:20'and were thrilled at the prospect of spending five days basking on Thailand's tropical beaches
0:15:20 > 0:15:22'and living the life of luxury
0:15:22 > 0:15:25'in what looked like a dream hotel.
0:15:26 > 0:15:30'Arriving late at night, the Ritchies went straight to bed.
0:15:30 > 0:15:33'But the next day, they had a rude awakening.'
0:15:35 > 0:15:37ENGINES WHIRR
0:15:37 > 0:15:40It was probably about eight o'clock,
0:15:40 > 0:15:44maybe half seven in the morning when the banging was going on.
0:15:44 > 0:15:47We didn't know what all the noise and commotion was outside
0:15:47 > 0:15:50so we opened up our curtains
0:15:50 > 0:15:54and there was just a complete construction site going on next door.
0:15:55 > 0:15:58'This video, shot by Rob from his bedroom,
0:15:58 > 0:16:02'shows the full extent of what was going on right on their doorstep.'
0:16:02 > 0:16:05BANGING
0:16:06 > 0:16:10There was workers outside, trucks going past,
0:16:10 > 0:16:13workers lifting, pulleying things up.
0:16:14 > 0:16:19There was all the semi-permanent village which had been erected next to us.
0:16:19 > 0:16:21It was a tin town, like a shanty town.
0:16:21 > 0:16:26They had all the animals living there and all the rubbish, which they burned on a daily basis,
0:16:26 > 0:16:29so you constantly had smoke going over from all the burning rubbish.
0:16:31 > 0:16:33We expressed that we weren't particularly happy
0:16:33 > 0:16:37about the whole situation. They said there was very little we could do.
0:16:37 > 0:16:41Refunds were not to be given under any circumstance. That was it.
0:16:42 > 0:16:44'Robert and Nicky were trapped.
0:16:44 > 0:16:49'They'd already paid for their accommodation so moving hotel wasn't an option.'
0:16:50 > 0:16:54- We were a bit disappointed, weren't we?- To say the least.
0:16:54 > 0:16:56We'd expected a little bit more going there
0:16:56 > 0:17:00and we got a lot more than what we actually bargained for.
0:17:00 > 0:17:03- We felt a bit disappointed and let down.- We felt a bit deceived.
0:17:05 > 0:17:09'On their return to Liverpool, they complained to the internet company
0:17:09 > 0:17:11'and demanded a refund.
0:17:11 > 0:17:14'They eventually received half their money back,
0:17:14 > 0:17:17'but their holiday had been ruined.'
0:17:18 > 0:17:21I think that they should have put a disclaimer on there
0:17:21 > 0:17:26to say that it didn't represent the pictures that they had on their website
0:17:26 > 0:17:29and that building work was being done.
0:17:29 > 0:17:32You're never guaranteed a problem-free holiday
0:17:32 > 0:17:35because things can go wrong.
0:17:35 > 0:17:37But making a few simple checks before you go away
0:17:37 > 0:17:42could mean the difference between a dream holiday and a nightmare one.
0:17:42 > 0:17:46'We'll be coming back to help the couple out later in the programme.'
0:17:54 > 0:17:58# Sun is in the sky, oh, why, oh, why would I wanna be anywhere else? #
0:17:58 > 0:18:00'The Spanish island of Majorca,
0:18:00 > 0:18:04'Britain's favourite holiday destination.
0:18:04 > 0:18:09'But the one place you'd rather not visit when you're here is Juaneda Hospital.
0:18:10 > 0:18:14'Kevin Amer was rushed in yesterday with stroke-like symptoms.'
0:18:16 > 0:18:19- Hi, Viv.- Hello!- Morning.
0:18:19 > 0:18:22'Viv is one of the hospital's interpreters,
0:18:22 > 0:18:25'who's on hand to help us Brits in distress.'
0:18:25 > 0:18:27As a rule, they'll come in with dehydration,
0:18:27 > 0:18:30it's one of the primary problems.
0:18:30 > 0:18:34But I think what it does do is it actually sets off all their underlying problems,
0:18:34 > 0:18:38and people who have underlying problems, like high blood pressure and diabetes and so on,
0:18:38 > 0:18:42they can decompensate, and I think this is what we see quite a lot of.
0:18:43 > 0:18:47'It's touch and go as to whether Kevin can continue his holiday.'
0:18:47 > 0:18:49# I need a doctor
0:18:50 > 0:18:53# I need a doctor #
0:18:53 > 0:18:56'Viv is on her way to tell him his results.'
0:18:56 > 0:19:00- Hello!- Good morning!- Good morning!
0:19:00 > 0:19:02'And whether he can leave the hospital today.'
0:19:02 > 0:19:07And so it's a tiny little clot that's gone into a tiny vessel,
0:19:07 > 0:19:11so it hasn't given a big stroke or anything like that.
0:19:11 > 0:19:14The next test we've got to do is a cardiac ultrasound, OK?
0:19:14 > 0:19:18And then if tomorrow everything is OK,
0:19:18 > 0:19:23- perhaps we can let you go, OK? But it will depend on how you are.- Yes.
0:19:23 > 0:19:25All right. Thank you.
0:19:25 > 0:19:29'Sadly, Kevin faces another night in the hospital
0:19:29 > 0:19:34'and another night waiting to hear how much of their holiday is going to be affected.
0:19:35 > 0:19:39'Meanwhile, patients just keep on arriving.
0:19:39 > 0:19:42'In A&E, the Coward family have come straight from a water park.'
0:19:44 > 0:19:47- Hello. You look as if you've been in the wars.- Oh, hello!
0:19:47 > 0:19:49- What have you done? - I've been at the water park,
0:19:49 > 0:19:52hence the wet skirt,
0:19:52 > 0:19:56and I was going down one of those blue mat things you slide down with your wrists
0:19:56 > 0:19:59- and twisted my arm.- Oh, no!
0:19:59 > 0:20:03I'm hoping I haven't broken it, but it is very painful across here.
0:20:03 > 0:20:06Yes. SHE GASPS
0:20:08 > 0:20:11'Janine is sent for an immediate X-ray.
0:20:11 > 0:20:18'Swimming accidents rank among the most common causes of holiday casualties abroad every year.
0:20:19 > 0:20:23'Janine has been one of the unlucky ones
0:20:23 > 0:20:27'and can only hope to salvage at least the last two days of her holiday.
0:20:29 > 0:20:32'Within minutes, the results are back.'
0:20:32 > 0:20:35Well, by the look of it, the doctor's now got his X-ray and...
0:20:35 > 0:20:39Yes, in fact, they're looking at it on the screen. He's telling her what she's done.
0:20:39 > 0:20:43- He said it is broken. - It is broken?- Yeah.
0:20:43 > 0:20:47- And is it the wrist or the arm?- In two places. In the wrist, I think.
0:20:47 > 0:20:51Two places in the wrist? You've really done a job on it, haven't you?
0:20:51 > 0:20:56- I've been oh so brave. - SHE LAUGHS Mummy's got two breaks?
0:20:56 > 0:21:00'Nine-year-old Ruby is already something of a medic in the making.'
0:21:00 > 0:21:04You're going to make a good doctor! SHE LAUGHS
0:21:05 > 0:21:10'More British holidaymakers are hospitalised in Spain than anywhere else in the world.'
0:21:10 > 0:21:13Do you get many British people
0:21:13 > 0:21:18- having injuries like this? - In summer, yes.
0:21:18 > 0:21:20- Normal. - THEY LAUGH
0:21:22 > 0:21:25'Luckily, Janine won't have to spend the night in hospital.
0:21:25 > 0:21:28HE LAUGHS Bye now.
0:21:28 > 0:21:31'Though she may have to avoid the water slides for a little while.
0:21:31 > 0:21:34'But at least she can continue her holiday.'
0:21:34 > 0:21:36Well, I'm impressed.
0:21:36 > 0:21:40From the moment that Janine, her husband Alan
0:21:40 > 0:21:43and that gorgeous little daughter of theirs walked in here
0:21:43 > 0:21:46to the moment where they're now getting into a taxi,
0:21:46 > 0:21:48it's taken 45 minutes,
0:21:48 > 0:21:51and in that time, Janine was seen by a nurse,
0:21:51 > 0:21:54X-rayed, diagnosed,
0:21:54 > 0:21:58had the plaster put on and sent home.
0:21:58 > 0:22:01Now, that's what you call a team of professionals.
0:22:01 > 0:22:06'But not everybody gets back to their holiday so quickly.
0:22:06 > 0:22:09'Poor Claudia has to stay in overnight,
0:22:09 > 0:22:14'and the following morning, I'm back at Juaneda to see how she's getting on.'
0:22:14 > 0:22:17- Morning, Claudia.- Morning. - How you feeling this morning?
0:22:17 > 0:22:22- A lot better than yesterday, thank you.- Gosh, you were in a bit of a mess yesterday.- Yes.
0:22:22 > 0:22:25So how do you feel this morning about what they might say to you?
0:22:25 > 0:22:29Erm... I'm hoping they'll say that things are improving.
0:22:29 > 0:22:31I'm waiting for blood tests to come back.
0:22:31 > 0:22:34- Hello, Claudia.- Hi, Viv. - How are you doing?
0:22:34 > 0:22:37'Viv has brought the all-important test results.'
0:22:37 > 0:22:41- Yes.- No nausea, no feeling sick, nothing?- Yeah, it's gone now.
0:22:41 > 0:22:45Wonderful. OK. I've got some really good news for you.
0:22:45 > 0:22:48- Have you?- You're going to be going home.- Oh, wonderful!
0:22:48 > 0:22:51- You've got to take a little bit of care, mind you.- Yes.
0:22:51 > 0:22:54- Be more careful.- It's the best news you've had today, isn't it?- Yes.
0:22:54 > 0:22:56THEY LAUGH
0:22:56 > 0:22:59- See you later, Claudia.- Yeah.
0:22:59 > 0:23:01Bye now.
0:23:01 > 0:23:04# Must be talking to an angel #
0:23:04 > 0:23:06'Claudia may have to watch what she eats,
0:23:06 > 0:23:12'but at least she can try to enjoy the last day of her break.
0:23:12 > 0:23:15'Now Viv and I are on our way to see Kevin,
0:23:15 > 0:23:18'who's already spent two nights in the hospital.'
0:23:19 > 0:23:22So, Viv, what's the prognosis, then?
0:23:22 > 0:23:25Well, I think all the news is good.
0:23:25 > 0:23:27All your tests are clear, as you know,
0:23:27 > 0:23:30and you know that what we think happened
0:23:30 > 0:23:34is that you had a small little clot that broke off and went travelling.
0:23:34 > 0:23:37The heparin injections that you received have dissolved that clot.
0:23:37 > 0:23:40There's no permanent damage. So you are free to go
0:23:40 > 0:23:43and you're in good shape, which is most important.
0:23:43 > 0:23:46Seriously, I knew I'd be well looked after here.
0:23:47 > 0:23:50- Bye now.- Goodbye.- Bye.
0:23:51 > 0:23:54# A lovely day #
0:23:55 > 0:23:59Well, we've waited two days to see that sight.
0:23:59 > 0:24:04Happy ending and it's really good to see him looking so well.
0:24:04 > 0:24:09'Yet another satisfied customer for this team of professionals.
0:24:19 > 0:24:22'More than 800,000 of us visit Thailand every year,
0:24:22 > 0:24:28'from backpackers on a budget to families visiting the resorts.
0:24:28 > 0:24:30'They're drawn to the stunning beaches,
0:24:30 > 0:24:34'exotic food, Far Eastern culture
0:24:34 > 0:24:36'and lively nightlife.
0:24:36 > 0:24:40'But as with any holiday destination, it's not without its dangers.'
0:24:40 > 0:24:42Two Thai guys came up beside us
0:24:42 > 0:24:45and leant in and grabbed by bag.
0:24:45 > 0:24:48I had a side bag on and I was holding it, as well,
0:24:48 > 0:24:51and I grabbed hold of it back and they cut the straps
0:24:51 > 0:24:56so I grabbed the straps and they cut the straps away from my hand, so they had the bag.
0:24:56 > 0:24:58You've got to keep your wits about you
0:24:58 > 0:25:03and be mindful of the darker side of Thailand.
0:25:03 > 0:25:05If you get in trouble here,
0:25:05 > 0:25:10it's a higher price to pay than maybe you would pay in the UK.
0:25:10 > 0:25:12'So if things do go wrong,
0:25:12 > 0:25:15'who's there to pick up the pieces?
0:25:15 > 0:25:17'We're meeting the local saviours
0:25:17 > 0:25:22'whose job it is to help holidaymakers in distress.' SIREN WAILS
0:25:22 > 0:25:28- 'From embassy staff...' - I need to get an extension, another 14 days on my passport.- OK.
0:25:28 > 0:25:32'..to volunteer paramedics and tourist police.'
0:25:32 > 0:25:35Calm down! Everybody calm down!
0:25:35 > 0:25:38'No-one wants difficulties on their holiday,
0:25:38 > 0:25:42'but here in Thailand, at least you'll be in good hands.
0:25:49 > 0:25:55'Two hours south of Bangkok is the resort of Pattaya,
0:25:55 > 0:26:00'where the Thai authorities have set up a police force that's dedicated to helping holidaymakers.
0:26:02 > 0:26:06'David and Barry are two of the British officers who regularly help tourists in trouble.
0:26:06 > 0:26:11'Barry from Liverpool has been in the force since it was set up over 15 years ago.'
0:26:15 > 0:26:17We're here, really, with two roles.
0:26:17 > 0:26:20One is a community role,
0:26:20 > 0:26:22generally in this street to liaise with people,
0:26:22 > 0:26:26to relate to them, to answer their questions,
0:26:26 > 0:26:30and then at the other side of it, if there is trouble here
0:26:30 > 0:26:34of a violent nature or drunken behaviour,
0:26:34 > 0:26:38then we are here under the authority of the regular Thai police
0:26:38 > 0:26:40to take whatever action is necessary.
0:26:40 > 0:26:44'With 250 bars and clubs, the Walking Street area of Pattaya
0:26:44 > 0:26:47'is renowned for its nightlight.
0:26:47 > 0:26:51'And things are about to hot up for Londoner and ex-security veteran David.
0:26:54 > 0:26:56'This tourist has been attacked in a bar
0:26:56 > 0:26:59'and is unable to communicate.'
0:27:00 > 0:27:02We're trying to find out what has happened.
0:27:02 > 0:27:04At the present time, no-one seems to know.
0:27:04 > 0:27:08He's been in some kind of fight somewhere.
0:27:08 > 0:27:13I've been trying to assess his injuries and get him to hospital.
0:27:13 > 0:27:15We have an ambulance coming down.
0:27:15 > 0:27:20'Luckily for this traveller, it's all in a night's work for David and Barry,
0:27:20 > 0:27:22'who make sure that he receives medical attention.
0:27:22 > 0:27:27'Although badly bruised, the man was released from hospital a few hours later.
0:27:34 > 0:27:38'Fortunately, not all tourists here end their night on a stretcher.
0:27:38 > 0:27:42'Barry's next customer is British holidaymaker John,
0:27:42 > 0:27:45'who's facing a problem of a different kind.'
0:27:45 > 0:27:48I went to Siam Commercial Bank,
0:27:48 > 0:27:50the nearest ATM to where I was,
0:27:50 > 0:27:53put my card in and it swallowed the card
0:27:53 > 0:27:56and it said, "Contact your issuing bank."
0:27:56 > 0:28:00Have you any theory about why the credit card was swallowed?
0:28:00 > 0:28:04No. As far as I know, the balance is absolutely fine.
0:28:04 > 0:28:06'These days, we take it for granted
0:28:06 > 0:28:10'that we can access our cash from any ATM in the world.
0:28:10 > 0:28:13'But the Foreign Office does recommend carrying a mixed wallet
0:28:13 > 0:28:18'that includes cash, traveller's cheques and pre-paid cards.
0:28:18 > 0:28:21'There's no sign of the machine being tampered with,
0:28:21 > 0:28:25'and luckily for John, he has friends who can tide him over.'
0:28:25 > 0:28:27- I'll buy you a drink if I ever see you.- OK.
0:28:27 > 0:28:30Some people say it's to do with a blip in the electricity supply
0:28:30 > 0:28:33and it misreads the card or doesn't accept it,
0:28:33 > 0:28:35but there'll be no problem about getting it back.
0:28:35 > 0:28:39'Despite Barry's reassurance, John decided to play it safe
0:28:39 > 0:28:42'by cancelling his card the next morning.
0:28:45 > 0:28:51'The Khaosan Road in Bangkok is where you'll find most of the action in Thailand.'
0:28:51 > 0:28:54# The rhythm of the night, dance until the morning light #
0:28:54 > 0:28:58'Packed with hotels, hostels, restaurants and discos,
0:28:58 > 0:29:02'it's the beating heart of Bangkok's tourist scene.
0:29:02 > 0:29:06'The Khaosan Road police station is open 24 hours a day.
0:29:07 > 0:29:12'23-year-old Alex Hindman is on a month-long organised tour of Asia.
0:29:12 > 0:29:15'It should be the trip of a lifetime,
0:29:15 > 0:29:18'but it's only the third day of his holiday
0:29:18 > 0:29:21'and he's arrived at the police station with an urgent problem.'
0:29:21 > 0:29:24I was going to the Cambodian border
0:29:24 > 0:29:27and, er, we were on the train
0:29:27 > 0:29:30and I left my bag in the taxi.
0:29:30 > 0:29:34'Alex is stranded alone in Bangkok.
0:29:34 > 0:29:37'He's lost everything. His wallet, cash, credit cards,
0:29:37 > 0:29:40'and most importantly, his passport.'
0:29:41 > 0:29:44I'm going to go to the British Embassy tomorrow to sort out my passport.
0:29:44 > 0:29:49For now, all I want to do is get some food and water and go to bed.
0:29:49 > 0:29:52'With a flight to Cambodia booked for the morning,
0:29:52 > 0:29:55'his group will have to go ahead without him.
0:29:57 > 0:30:03'The next morning, stranded Alex heads off to the British consulate, hoping for a rescue plan.'
0:30:03 > 0:30:09This is the first time I've ever been abroad quite far away,
0:30:09 > 0:30:11and on my own.
0:30:11 > 0:30:15'With all his travel documents lost and very little cash,
0:30:15 > 0:30:18'Alex is trapped.'
0:30:18 > 0:30:21# This is the worst trip
0:30:21 > 0:30:24# I've ever been on #
0:30:24 > 0:30:26- Hello.- How can I help you?
0:30:26 > 0:30:31I've lost my passport. I need to... This one.
0:30:31 > 0:30:34All right, so we need to see your flight
0:30:34 > 0:30:36before we issue a passport to you,
0:30:36 > 0:30:39because we need your flight to support the document.
0:30:39 > 0:30:44- Right, OK.- So you may need to book your flight before, yeah?
0:30:44 > 0:30:46Oh, OK. Thank you.
0:30:46 > 0:30:51'British passports are worth up to £2,000 on the black market,
0:30:51 > 0:30:53'so the embassy won't issue a temporary one
0:30:53 > 0:30:56'without clear evidence of a planned journey.
0:30:56 > 0:30:59'As Alex has missed his flight to Cambodia,
0:30:59 > 0:31:03'he now has no option but to book another.'
0:31:03 > 0:31:078,400 bahts. That's about £200.
0:31:10 > 0:31:12So much money wasted.
0:31:16 > 0:31:18Please work. No!
0:31:20 > 0:31:24It's said that it can't process the payment. Ohh.
0:31:24 > 0:31:27'Once he realised that his bag was missing,
0:31:27 > 0:31:29'Alex did exactly the right thing
0:31:29 > 0:31:32'and cancelled all his bank cards.
0:31:32 > 0:31:34'But now he's stranded in Bangkok.
0:31:34 > 0:31:38'Desperate times call for desperate measures.
0:31:38 > 0:31:41'Time for a midnight call to his big sister.'
0:31:43 > 0:31:45# But I wanna go home
0:31:46 > 0:31:51It's about three, four o'clock in the UK, I think.
0:31:52 > 0:31:55She's going to kill me.
0:31:56 > 0:31:58# I still feel all alone
0:31:58 > 0:32:01# Just wanna go home
0:32:01 > 0:32:03Hello, Claire. I need you to book me a flight.
0:32:04 > 0:32:07Yeah. I'm sorry it's really late, but I'm in the embassy right now
0:32:07 > 0:32:09and I need it otherwise I can't get the passport.
0:32:09 > 0:32:14'His sister may have agreed to book another flight to Cambodia tomorrow,
0:32:14 > 0:32:17'but Alex still needs an emergency passport
0:32:17 > 0:32:21'and they cost £97.'
0:32:23 > 0:32:264,940 bahts, please.
0:32:26 > 0:32:28Can I take that for you?
0:32:28 > 0:32:32- Do you take dollars?- Erm, no.
0:32:32 > 0:32:34Or you can pay by card.
0:32:34 > 0:32:39The thing is, I lost all my cards and my money when I lost my passport.
0:32:39 > 0:32:44- All right.- Is there no way around it?- One moment, please.
0:32:44 > 0:32:48# Let me go home
0:32:49 > 0:32:53I can't believe they make you pay for one, an emergency passport.
0:32:56 > 0:32:59You can't use it again, so why would they make you pay for it? It should be free.
0:32:59 > 0:33:04'Some 60,000 British passports are lost every year.
0:33:04 > 0:33:10'And without his, Alex is in danger of missing his second flight to Cambodia in two days.
0:33:11 > 0:33:13'Coming up, in their eagerness to get home early,
0:33:13 > 0:33:17'Laura and Leon are going nowhere fast.'
0:33:17 > 0:33:19Leon decided to put them in the safe to keep them safe
0:33:19 > 0:33:24and we were rushing in the morning, so we completely forgot and left them.
0:33:24 > 0:33:27'And Alex hits rock bottom.'
0:33:27 > 0:33:32- Does the embassy do emergency loans or anything like that?- I'm sorry?
0:33:35 > 0:33:42'Here on the Holiday Hit Squad, we're travelling the world to give you the best possible holiday advice.'
0:33:42 > 0:33:45- Coming up on the programme... - 'I'm in Greece
0:33:45 > 0:33:50'where the Maran Hotel's health and safety manual seems to have gone up in smoke.'
0:33:50 > 0:33:53Smoke alarms. The rooms don't seem to have smoke alarms.
0:33:53 > 0:33:58'I help the couple who booked a room with no view in Thailand.'
0:33:59 > 0:34:02It was a tin town, like a shanty tin town.
0:34:02 > 0:34:08'And in Egypt, we found a hotel that you may want to evacuate for good.'
0:34:08 > 0:34:11I can't imagine what would be worse, trying to get away from a fire
0:34:11 > 0:34:15or having to climb down this fire escape.
0:34:17 > 0:34:23- 'From mozzie bites...' - She's not just sucking my blood, she's also peeing on me.
0:34:23 > 0:34:24That's a lady.
0:34:24 > 0:34:28'..to the holiday sneezes...' HE SNEEZES
0:34:29 > 0:34:34'..all too often, an avoidable ailment can ruin our week in the sun.'
0:34:34 > 0:34:38A burn like this, I mean, aside from the fact it would've ruined the holiday, it's very dangerous.
0:34:38 > 0:34:43'So I've been finding out what we can do to make sure that we spend our holiday
0:34:43 > 0:34:46'on the sun lounger and not the sick bed.
0:34:46 > 0:34:52'This week, we're looking at how your tummy can cause you all kinds of trouble.'
0:34:56 > 0:34:58Chris, diarrhoea, food poisoning,
0:34:58 > 0:35:01they crop up just too often in people's holiday memories, don't they?
0:35:01 > 0:35:04I thought to illustrate some of the ways you can get diarrhoea,
0:35:04 > 0:35:08I'd swallow a small camera and we can have a look at my bowel.
0:35:08 > 0:35:12It's first thing in the morning and I'm going to swallow this amazing camera pill
0:35:12 > 0:35:15which is going to take photographs all the way through my guts.
0:35:16 > 0:35:19- And it's still in there. - It's still working its way through.
0:35:19 > 0:35:22- And where's this, then?- This is the muscular bag of the stomach
0:35:22 > 0:35:26and the stomach doesn't digest food, it squeezes it and cleans it with acid.
0:35:26 > 0:35:31But certain bacteria that give us food poisoning, viruses, as well, and certain parasites,
0:35:31 > 0:35:37are not killed by acid. They've evolved the ability to survive the harsh conditions of the stomach.
0:35:37 > 0:35:40'And it's these bacteria and viruses
0:35:40 > 0:35:43'that prevent the body from properly digesting your food.'
0:35:44 > 0:35:48Well, now it's really been broken down and it's just kind of liquid.
0:35:48 > 0:35:51Yeah, I'm afraid this is what it looks like. It's liquid poo.
0:35:51 > 0:35:56This is about to go into the large bowel where the liquid, in my case, will be taken out of it.
0:35:56 > 0:35:58If you've got a large bowel infection,
0:35:58 > 0:36:00that liquid won't be able to be taken out of it.
0:36:00 > 0:36:04Your large bowel might be leaking fluid, and that's when you get diarrhoea.
0:36:04 > 0:36:07'Even something as simple as washing your hands
0:36:07 > 0:36:10'can reduce your risk of diarrhoea by 30 percent.
0:36:10 > 0:36:12'Only if you do it correctly.'
0:36:12 > 0:36:15# I've got protection
0:36:15 > 0:36:17# From your infection #
0:36:17 > 0:36:20The key thing is, palms together,
0:36:20 > 0:36:22then backs of hands, fingers interlaced.
0:36:22 > 0:36:26You've washed bugs off your own hands and you don't pass on bugs to anyone else.
0:36:26 > 0:36:31'But what's most likely to harbour bugs is the food we eat.
0:36:31 > 0:36:36'And it's not always the healthiest looking that's the safest option.'
0:36:36 > 0:36:41There's some paradoxes about where we get the bacteria, which foods are most dangerous.
0:36:41 > 0:36:44Things like this lovely, fresh salad. In a lot of parts of the world,
0:36:44 > 0:36:47- human excrement is used to fertilise fields.- Yuck!
0:36:47 > 0:36:52Salad, of course, is hard to clean, you can't clean it with hot water and you don't cook it.
0:36:52 > 0:36:55So in some parts of the world, salad can be quite a risky thing to eat.
0:36:55 > 0:36:58Often places it's safe, but you do have to be very conscious of that.
0:36:58 > 0:37:00Ideally you eat fruit that you can peel.
0:37:00 > 0:37:04'The cost of your meal is no guarantee, either.'
0:37:05 > 0:37:08Five star hotels are often the worst places to eat,
0:37:08 > 0:37:12because they've got buffets under hot lamps that serve, essentially, as bacterial culture mediums,
0:37:12 > 0:37:15and if the food is reheated, if it isn't changed a lot,
0:37:15 > 0:37:18that can cause real problems.
0:37:18 > 0:37:21And that's why food like this, street food, is often safer.
0:37:21 > 0:37:25So if there's a big queue of local people, the same people go there day after day,
0:37:25 > 0:37:27those guys can't poison their customers
0:37:27 > 0:37:31in the way that a hotel that caters to tourists, they'll never come back, it doesn't matter.
0:37:31 > 0:37:36So, Chris, if we've taken all precautions but you still get diarrhoea or food poisoning,
0:37:36 > 0:37:38what can you do to make life a bit more comfortable?
0:37:38 > 0:37:41I've had it and it's terrible. There are a few things you can do.
0:37:41 > 0:37:44The first thing is rehydrate. You can do that with the sachets,
0:37:44 > 0:37:48but they can be quite expensive. Three of these just make up one bottle. You might need four a day.
0:37:48 > 0:37:5250/50 juice and water with a pinch of salt does exactly the same job.
0:37:52 > 0:37:57Finally, we used to think that drugs that stopped you needing to go to the loo were bad
0:37:57 > 0:37:59because they kept the bugs inside you.
0:37:59 > 0:38:03We don't think that anymore. There's no evidence that they prolong the course of the illness.
0:38:03 > 0:38:05So if you've got a long bus journey or a flight,
0:38:05 > 0:38:08take a drug like loperamide, which stops the bowel from moving.
0:38:08 > 0:38:14'To make sure a runny tummy doesn't ruin your holiday, here's the Hit Squad's hit list.
0:38:14 > 0:38:18'Remember this mantra.
0:38:19 > 0:38:24'Always drink bottled water and use it to brush your teeth, as well.
0:38:24 > 0:38:27'Even take care to keep your mouth closed in the shower.
0:38:29 > 0:38:31'And if you're really worried,
0:38:31 > 0:38:35'water purification tablets can be the perfect solution
0:38:35 > 0:38:37'to make water safe to drink.'
0:38:41 > 0:38:43# Sunshine #
0:38:43 > 0:38:48'The Holiday Hit Squad's mission to make sure you have the perfect holiday
0:38:48 > 0:38:51'has brought me to the Greek island of Rhodes,
0:38:51 > 0:38:54'where they enjoy over 300 days of sunshine every year.
0:38:56 > 0:39:00'At the Hotel Maran, health and safety inspector Simon and I
0:39:00 > 0:39:03'have already uncovered smelly showers...' Oh, that's strong, isn't it?
0:39:03 > 0:39:07'..and rooms which, frankly, could do with a good scrub.
0:39:07 > 0:39:11'Reviews here have been so bad that manager Terry
0:39:11 > 0:39:13'really needs our help.
0:39:13 > 0:39:17'Down by the swimming area, Simon spotted clear signs of neglect.'
0:39:17 > 0:39:22OK, Simon, so this is the kids' pool. If you want anywhere to be particularly safe, surely it's this.
0:39:22 > 0:39:26- Very much so.- What are you looking for?- OK. First of all, we notice we've got a big slide
0:39:26 > 0:39:30- going into a very small pool. It's also a very old piece of equipment.- Yeah.
0:39:30 > 0:39:35And the depth of the water it's going into, a foot and a half, two feet?
0:39:35 > 0:39:38Ideally it wouldn't be here. It's an accident waiting to happen, in my opinion.
0:39:38 > 0:39:44'Every year in Europe there are over 200,000 serious injuries in swimming pools.
0:39:44 > 0:39:46'And most of them are to children.
0:39:46 > 0:39:50'Next, Simon wants Terry to show him the kitchen.'
0:39:53 > 0:39:55We've got some sausages.
0:39:55 > 0:39:59So on there we have...
0:39:59 > 0:40:04OK, so by the looks of it, these have expired.
0:40:04 > 0:40:08- Oh, sorry. - What I would say is, just when the guys are putting things in,
0:40:08 > 0:40:11they're checking the temperatures on a regular occasion,
0:40:11 > 0:40:15- just get your staff to have a quick check of dates.- I always do that.
0:40:15 > 0:40:19'It's not just the out-of-date food that has Simon worried.'
0:40:19 > 0:40:22One of the things I want to look at in here
0:40:22 > 0:40:25is the fact of cleanliness, cos it's back of house.
0:40:25 > 0:40:28What do you do currently in regards to pests?
0:40:28 > 0:40:31- I put regular traps on the outside. - OK.
0:40:31 > 0:40:36In an open area, you always get some pests coming in.
0:40:36 > 0:40:40We've got a door over there that's wide open, obviously for ventilation.
0:40:40 > 0:40:46We've got a dirty area behind here. There could be bits of food build-up, bacteria.
0:40:46 > 0:40:49For Colin the Cockroach and Ronnie the Rat,
0:40:49 > 0:40:52he's going to have a field day in there, he's having a party.
0:40:52 > 0:40:55So what we want to try and do is firstly, keep this area clean,
0:40:55 > 0:40:57that's the main point I want to hit home.
0:40:57 > 0:41:00Secondly, placing your actual traps in here...
0:41:00 > 0:41:03If you've got a big kitchen and you're feeding lots and lots of people,
0:41:03 > 0:41:05the health and safety has to be tip-top, no question.
0:41:05 > 0:41:09The feeling here is that when you have a snack bar, it's a bit more casual,
0:41:09 > 0:41:13you just do things a bit more as you want rather than how the textbook says you should.
0:41:13 > 0:41:18The sense I'm getting from Simon is maybe standards here have slipped just a little bit.
0:41:18 > 0:41:20Thank you very much.
0:41:20 > 0:41:23'Hotel owner Terry has asked to hear our feedback,
0:41:23 > 0:41:26'and I can at least open with a positive.'
0:41:27 > 0:41:29I'll start by saying, generally everyone we spoke to
0:41:29 > 0:41:32really liked you, you come across very well in this, OK?
0:41:32 > 0:41:35So they like the customer service. That's a big plus point.
0:41:35 > 0:41:39It's a family business so we've got our personal touch in it.
0:41:39 > 0:41:42'But there are also a lot of negatives.'
0:41:42 > 0:41:45Smoke alarms. The rooms don't seem to have smoke alarms.
0:41:45 > 0:41:47No, because when it was built,
0:41:47 > 0:41:54- it was a plain room, it wasn't with a kitchenette. - Yeah.- And that was done later.
0:41:54 > 0:41:57Now you have cooking facilities in the rooms, it's crucial, isn't it?
0:41:57 > 0:42:00You wouldn't know about it until you saw smoke billowing out.
0:42:00 > 0:42:03'Simon's other major concern is kitchen hygiene.'
0:42:03 > 0:42:05You do run a snack bar in the kitchen
0:42:05 > 0:42:08and there's a few issues with cleaning there that could be a bit better.
0:42:08 > 0:42:11But also a sense that you could get a slightly better system involved.
0:42:11 > 0:42:16You could label things as they go in the freezer, what date they went in the freezer, that kind of stuff.
0:42:16 > 0:42:20A good system there, so that anyone could come into the kitchen and check labels and dates and stuff.
0:42:20 > 0:42:24- That can be done. - He goes on about it, Simon,
0:42:24 > 0:42:27his favourite phrase is, "It's easy to clean what you can see."
0:42:27 > 0:42:30And that's absolutely true. It's easy to mop floors that you can stand on,
0:42:30 > 0:42:33it's difficult to get to the stuff that's hard to reach.
0:42:33 > 0:42:35He would say once a week, a deep clean,
0:42:35 > 0:42:39getting underneath and behind units, cos that's where dirt builds up
0:42:39 > 0:42:42and that's where you're going to get rodents and infestations like that.
0:42:42 > 0:42:46I just got a feeling maybe you do all your big cleaning at the end of a season
0:42:46 > 0:42:48or before a season, but not during the season.
0:42:48 > 0:42:50- No, we doing during the season, as well.- OK.
0:42:50 > 0:42:53'And cleanliness is also a problem in the rooms.'
0:42:53 > 0:42:55Some of the bathrooms,
0:42:55 > 0:42:58the drains, there seemed to be an odour coming through
0:42:58 > 0:43:02which would suggest a blockage or something happening there. Worth looking at.
0:43:02 > 0:43:07They shouldn't have because we've got a very good drainage system.
0:43:07 > 0:43:09Yeah. I did smell it when I was there
0:43:09 > 0:43:13and it did seem a bit strong. It might be worth a little look.
0:43:13 > 0:43:16Just little tweaks and making sure everyone's safe, it goes a long way.
0:43:16 > 0:43:18There's always something you can improve on.
0:43:18 > 0:43:23What we can do with the little that we have, we try to do our best.
0:43:23 > 0:43:26- Well, thank you for showing us around.- OK. Nice having you here.
0:43:26 > 0:43:30'It's been a tough year for the Maran and takings are down,
0:43:30 > 0:43:35'but Terry seems keen to take on board our suggestions.
0:43:35 > 0:43:39'Sadly, since our visit, things have changed.'
0:43:41 > 0:43:44It's been four months since our visit to the Maran.
0:43:44 > 0:43:47Now, we left Terry with a list of improvements that were vital
0:43:47 > 0:43:50to make his hotel safe and hygienic for customers.
0:43:50 > 0:43:55And we were keen to return to see whether he'd put our advice into practice.
0:43:55 > 0:43:59'But Terry has closed the hotel for the winter.
0:43:59 > 0:44:01'He says that he didn't make enough money over the summer
0:44:01 > 0:44:07'and so doesn't have the cash to make the safety changes that are so desperately needed.'
0:44:09 > 0:44:13It's sad that Terry doesn't know whether he can afford to make those improvements.
0:44:13 > 0:44:17But when it comes to guest safety, you can't afford not to.
0:44:23 > 0:44:26For most of us, holidays are the only time of the year
0:44:26 > 0:44:30that we get our loved ones, our family, our children, all to ourselves.
0:44:30 > 0:44:35An uninterrupted break, completely away from the stresses and strains of everyday life.
0:44:35 > 0:44:38Because holidays are so precious, we want them to be perfect,
0:44:38 > 0:44:41problem-free, and at the very least, safe.
0:44:41 > 0:44:46One way of making sure that happens is to find out as much as you can before you book.
0:44:46 > 0:44:50'Remember the Ritchies? They decided to arrange their own holiday
0:44:50 > 0:44:55'and booked accommodation in Thailand based purely on pictures on a website.
0:44:56 > 0:45:00'When they checked in, they received a nasty shock.'
0:45:03 > 0:45:06There was just a complete construction site going on next door.
0:45:08 > 0:45:12'I've invited Rob and Nicky to join me on holiday in Corfu.
0:45:12 > 0:45:16'But I've challenged them to prove that they've learned from their Thai experience
0:45:16 > 0:45:20'by doing some proper research before they book.'
0:45:20 > 0:45:22That one doesn't look too good, does it?
0:45:24 > 0:45:26It's not that far from the beach, though.
0:45:26 > 0:45:29'When booking a hotel independently,
0:45:29 > 0:45:33'there are some key clues that are worth close investigation.'
0:45:33 > 0:45:36What's really useful now is to look at user reviews.
0:45:36 > 0:45:40Go online, see what travellers have written about a hotel.
0:45:40 > 0:45:42You can look to see what someone wrote last week or last month,
0:45:42 > 0:45:46to make sure you're getting really up-to-date information.
0:45:48 > 0:45:51'Having spent time researching all their options,
0:45:51 > 0:45:53'Rob and Nicky are off to Corfu, confident that this time
0:45:53 > 0:45:56'they're getting exactly what they're expecting.'
0:46:05 > 0:46:07'The three-star hotel is in the old town
0:46:07 > 0:46:11'and costs around £142 a night.
0:46:11 > 0:46:14'The rooms are large and have a lovely view of the harbour.
0:46:14 > 0:46:18'It's a world away from the Thai hotel the couple last stayed in.
0:46:20 > 0:46:25'So what should we watch out for when booking our accommodation independently?
0:46:25 > 0:46:28'Check the location.
0:46:28 > 0:46:32'Think about noise levels, how close you are to the beach or facilities,
0:46:32 > 0:46:34'and make sure you're exactly where you want to be.
0:46:36 > 0:46:39'If you're worried, don't be afraid to ring a hotel
0:46:39 > 0:46:41'to find out of they have any building work.
0:46:41 > 0:46:45'And don't be fooled into thinking that hotel stars
0:46:45 > 0:46:47'are a guarantee of quality.'
0:46:47 > 0:46:50Different countries classify hotels in different ways.
0:46:50 > 0:46:55So five stars in the UK isn't the same as five stars anywhere else in the world.
0:46:55 > 0:46:59On top of that, different places prioritise different facilities,
0:46:59 > 0:47:04maybe a 24-hour concierge, a large foyer or even a lift, that aren't that important to you.
0:47:04 > 0:47:08So it's always worth checking that a hotel meets your needs.
0:47:08 > 0:47:11'Now Rob and Nicky have arrived in Corfu,
0:47:11 > 0:47:15'I've invited them to join me for a cruise.'
0:47:15 > 0:47:18- Hello!- Hello, captain.
0:47:18 > 0:47:20We have got this boat for the afternoon.
0:47:20 > 0:47:22So, jump aboard.
0:47:32 > 0:47:37'I want to find out how their extra research helped them choose their hotel.'
0:47:38 > 0:47:42I was surprised that you went for a hotel near to Corfu Town.
0:47:42 > 0:47:45We decided we'd stay in Corfu Town as a base,
0:47:45 > 0:47:47but then during the day, rent a little motorbike
0:47:47 > 0:47:52and sort of shuttle out to beaches during the day and have an adventure.
0:47:52 > 0:47:57'It sounds like the time they spent before booking has really paid off.'
0:47:57 > 0:48:00The hotel has been great. The facilities there
0:48:00 > 0:48:04- and everything about the hotel was ideal, really.- Yeah.
0:48:04 > 0:48:07And then we found some really nice restaurants
0:48:07 > 0:48:11and tried local food,
0:48:11 > 0:48:14and the whole experience has been really great.
0:48:14 > 0:48:17# Well, I know that it's a wonderful world
0:48:17 > 0:48:20'Rob and Nicky seem to have learned from their mistakes
0:48:20 > 0:48:25'and hopefully this trip has made up for the awful time they had with their hotel in Thailand.'
0:48:27 > 0:48:31# And I know that it's a wonderful world
0:48:31 > 0:48:35# When you're with me #
0:48:46 > 0:48:51- 'Stinky loos...'- Absolutely disgusting.- '..rotten fish...'
0:48:51 > 0:48:55- That needs to go in the bin.- '..and gifts left by previous visitors.'
0:48:55 > 0:48:59Dusty, used sock that someone's left behind.
0:48:59 > 0:49:03'My squad of inspectors and I are travelling the world on a mission
0:49:03 > 0:49:06'to raise hotel standards for Brits abroad.'
0:49:06 > 0:49:09Looking further under the bed,
0:49:09 > 0:49:12there are two dead cockroaches underneath.
0:49:12 > 0:49:16'And tonight, our intrepid inspector faces horror in Hurghada.
0:49:25 > 0:49:28'The Sand Beach Hotel in Egypt seems to have it all.
0:49:28 > 0:49:32'20 minutes from the airport, with a private pool,
0:49:32 > 0:49:35'it awards itself a decent three stars.'
0:49:36 > 0:49:38# Welcome to the Karma hotel
0:49:38 > 0:49:41# Looks like heaven but could be hell
0:49:43 > 0:49:46'Bedrooms cost up to £50 per night.
0:49:48 > 0:49:54'But guests have slated everything from grubby bedrooms to sloppy food.
0:49:55 > 0:49:58'Can it really be that bad?
0:49:58 > 0:50:02'Vince Matthews is a UK environmental health inspector.
0:50:02 > 0:50:05'If there's any dirt here, he'll find it.'
0:50:05 > 0:50:07This is quite a tired, rundown hotel.
0:50:07 > 0:50:10You'd normally find quite a lot of maintenance issues,
0:50:10 > 0:50:14so the kind of things we're looking for, broken tiles, things that people can trip on.
0:50:16 > 0:50:19So this is a perfect example of the kind of broken bits of maintenance
0:50:19 > 0:50:22that we're probably going to find all over the hotel.
0:50:22 > 0:50:24So something to tell the manager on this one.
0:50:24 > 0:50:27'And the frighteners don't stop there.'
0:50:30 > 0:50:33This is such a strange design of pool. You've got this slope
0:50:33 > 0:50:35with water coming down it.
0:50:35 > 0:50:40All it takes is for somebody to be sliding off there, crack their head, fall into the water.
0:50:40 > 0:50:43You add to the fact that there's no life-saving equipment here,
0:50:43 > 0:50:46there's in lifeguard, really, really, really dangerous.
0:50:46 > 0:50:48'Apart from the lack of safety here,
0:50:48 > 0:50:52'I don't know about you, but that suspicious-looking stain on the bottom of the pool
0:50:52 > 0:50:55'doesn't make me want to take a dip.
0:50:56 > 0:50:59'Inside, the first thing Vince wants to check out
0:50:59 > 0:51:02'is the fire escape route.'
0:51:04 > 0:51:08So, this is a fire exit that opens inwards, which isn't great in a fire situation,
0:51:08 > 0:51:12you want something that you can get out quickly. And it leads out...
0:51:13 > 0:51:17..to somewhere I just would not want to go if the place was burning down.
0:51:17 > 0:51:22There's a roof here that you absolutely wouldn't want to walk on.
0:51:22 > 0:51:26And you walk round the corner to a set of ladders
0:51:26 > 0:51:30that I couldn't even think about climbing down all the way to the ground floor.
0:51:32 > 0:51:35I can't imagine what would be worse, trying to get away from a fire
0:51:35 > 0:51:38or having to climb down this fire escape,
0:51:38 > 0:51:41because both are lethal.
0:51:41 > 0:51:43'But these aren't the only hotel horrors.'
0:51:43 > 0:51:46# Food, glorious food
0:51:46 > 0:51:50'The restaurant has a buffet serving both hot and cold food.
0:51:50 > 0:51:53'But just how is it prepared?
0:51:53 > 0:51:56'First impressions are poor.'
0:51:57 > 0:52:01# Glorious food #
0:52:04 > 0:52:08'For a start, the cockroaches are having a field day here.
0:52:14 > 0:52:18'And to top it all off, there's a problem with the temperature of the fridges.'
0:52:18 > 0:52:21Here you are, look, look. See?
0:52:21 > 0:52:2630. So it's hot, too hot. We need to stop using that fridge, yeah?
0:52:26 > 0:52:31- OK.- Definitely. Promise me.- Yeah, OK. - Promise me. Don't use it again.
0:52:32 > 0:52:36If this was at home, you'd shut it down on the spot.
0:52:36 > 0:52:40'Time for Vince to give his verdict to Hermada, the man in charge.'
0:52:41 > 0:52:45My biggest worry, if you like, is the kitchen downstairs.
0:52:45 > 0:52:50I suppose the biggest thing I'd say is it needs a clean. Yeah?
0:52:50 > 0:52:54You must see that when you go round. It needs a lot of cleaning.
0:52:54 > 0:52:57We have a company, a special company
0:52:57 > 0:53:00that comes every 15 days
0:53:00 > 0:53:04to clean the equipment, the kitchen, the walls, everything.
0:53:04 > 0:53:09If you have a company that come in, definitely be on top of them.
0:53:09 > 0:53:13Use that company if you have something like that.
0:53:13 > 0:53:16And the other thing that stands out is the fire safety stuff.
0:53:16 > 0:53:20So we've got a lot of exits
0:53:20 > 0:53:23that go onto the roof and down the side.
0:53:23 > 0:53:26We have a company, we already make a contract with them...
0:53:26 > 0:53:29- Yeah. - ..to take care of all these things.
0:53:29 > 0:53:34Get those guys in, because there's quite a lot of things around,
0:53:34 > 0:53:36you've got signs pointing different ways,
0:53:36 > 0:53:38we've got fire hoses all wrapped up.
0:53:38 > 0:53:43And the danger is, we just want to make sure everyone is safe, really.
0:53:43 > 0:53:45If there was ever a fire, God forbid,
0:53:45 > 0:53:47you just want to make sure that everyone can get out.
0:53:47 > 0:53:50That's the main priority, isn't it?
0:53:50 > 0:53:52'Hm. Vince doesn't seem convinced.
0:53:52 > 0:53:57'Blaming outside contractors for the hotel's many failings
0:53:57 > 0:54:00'is simply not good enough.
0:54:00 > 0:54:03'As a health and safety expert, he's given the Sand Beach Hotel
0:54:03 > 0:54:06'a low score in almost every category.'
0:54:11 > 0:54:16'Next we're back in Thailand's exotic capital city, Bangkok,
0:54:16 > 0:54:21'where close to 1,000 British holidaymakers are helped by the British Embassy every year.
0:54:21 > 0:54:25'Alex Hindman is travelling around South East Asia,
0:54:25 > 0:54:28'but he's lost all his credit cards, money and passport.'
0:54:30 > 0:54:34# It's a cruel, cruel summer
0:54:34 > 0:54:37I've only just got enough for the passport,
0:54:37 > 0:54:40and I've got nothing to live on until I get my flight.
0:54:40 > 0:54:42And nowhere to stay.
0:54:43 > 0:54:45So, I need...
0:54:47 > 0:54:50I need emergency cash from somewhere.
0:54:50 > 0:54:54'Alex isn't the only tourist in trouble at the embassy.
0:54:54 > 0:54:57'Despite Laura and Leon being seasoned travellers,
0:54:57 > 0:55:01'they're also stuck without crucial documents.'
0:55:01 > 0:55:04Lost our passports. We've left them in Ko Tao.
0:55:04 > 0:55:06We were in the hotel in Ko Tao
0:55:06 > 0:55:09and Leon decided to put them in the safe to keep them safe
0:55:09 > 0:55:12and we were rushing in the morning
0:55:12 > 0:55:14so completely forgot and just left them.
0:55:14 > 0:55:17And then we arrived in Bangkok eight hours later
0:55:17 > 0:55:20- and, er, realised that we'd lost them, didn't we?- Yeah.
0:55:20 > 0:55:25The fee is 1,940 bahts, please.
0:55:25 > 0:55:28- Er, can we pay by card?- Yeah, sure.
0:55:28 > 0:55:32'As experienced backpackers, Laura and Leon knew that it's vital
0:55:32 > 0:55:36to keep valuables in different parts of their luggage.'
0:55:36 > 0:55:38I luckily had my bank card separately.
0:55:38 > 0:55:42- Yeah.- So we didn't really... - It's been at the bottom of your bag.
0:55:42 > 0:55:44I've kept it in my wallet in the bottom of my big rucksack
0:55:44 > 0:55:47just in case anything else happened,
0:55:47 > 0:55:50- so luckily we still have a card that we can use.- Yeah.
0:55:50 > 0:55:53- Brilliant. Thank you very much. - Thank you very much.
0:55:54 > 0:55:59'So whilst they can head off to their hotel for a few hours' rest,
0:55:59 > 0:56:03'poor Alex barely has enough money for food and shelter.'
0:56:07 > 0:56:10Does the embassy do emergency loans or anything like that?
0:56:10 > 0:56:13- I'm sorry?- Do they do emergency loans of money at all?
0:56:13 > 0:56:16No. No.
0:56:16 > 0:56:20What we can do is contact your friends,
0:56:20 > 0:56:23your family in the UK, and transfer to you.
0:56:23 > 0:56:27I've not got any cards so how do I get the money?
0:56:28 > 0:56:30Er...
0:56:30 > 0:56:34Once you get your passport, we can transfer by...
0:56:34 > 0:56:37They send you and you can show your passport to them
0:56:37 > 0:56:40- and then you can receive the money. - OK. Right.
0:56:40 > 0:56:42- Yeah.- Right. OK.
0:56:43 > 0:56:48'Only in extreme circumstances will the British Embassy arrange an emergency loan.
0:56:48 > 0:56:54'But with correct ID, Alex will be able to arrange for cash to be transferred.
0:56:54 > 0:56:58'And luckily for him, his temporary passport is now ready.'
0:56:58 > 0:57:02- It's finished now.- Right. - Thank you.- Thank you.
0:57:02 > 0:57:05- Good luck. Have a safe ride home. - Thank you.
0:57:05 > 0:57:09'Less than 24 hours after losing his passport,
0:57:09 > 0:57:12'Alex is free to continue his trip with his friends.'
0:57:12 > 0:57:19I feel much more relieved now. I can finally get this moving again and get to Cambodia tomorrow.
0:57:19 > 0:57:21I've been looking forward to meeting them, it's just...
0:57:21 > 0:57:24- I've got to pay them all back now. - HE LAUGHS
0:57:24 > 0:57:29'And Laura and Leon can travel home as planned.'
0:57:29 > 0:57:32- This is your passport. - OK.- All right, thanks very much.
0:57:32 > 0:57:35Thank you. Whoo-hoo!
0:57:35 > 0:57:39Here it is. We can travel home now. Passport.
0:57:39 > 0:57:44# It's looking like a beautiful day
0:57:52 > 0:57:56- Well, that's it for today's programme. - Here's what's coming up next week.
0:57:58 > 0:58:01'I investigate a hotel teeming with unwelcome guests.'
0:58:01 > 0:58:03They carry their eggs.
0:58:03 > 0:58:08So when you stamp on one, it's more than likely you pick their eggs up and then you spread them around.
0:58:08 > 0:58:14'I try to help a couple devastated by an increasingly common crime.'
0:58:14 > 0:58:18There was this bang on the back of the car and I just didn't know what was going on.
0:58:18 > 0:58:22'And I'll be with the British Consul where drama is all in a day's work.'
0:58:23 > 0:58:25Oh, dear.
0:58:25 > 0:58:30Until then, that's it from the three of us. Goodbye.
0:58:30 > 0:58:34Subtitles by Red Bee Media Ltd
0:58:37 > 0:58:39# I predict a riot #
0:58:39 > 0:58:39.