Tests carried out by Thomas Cook on the hotel where two guests died last month have found a high level of e-coli in the food.
But the findings do not yet explain the cause of death of Thomas Cook agent Susan Cooper and her husband John, who died suddenly at the Steigenberger Aqua Magic Hotel in Hurghada on August 21.
The operator has vowed to get to the bottom of the deaths but says it did not have access to the couple’s room – which it said has “remained under the control of Egyptian authorities”.
Cook added that “it is clear from these results that something went wrong” and that “standards fell below what we expect from our hotel partners”.
Tests also found there was no evidence of carbon monoxide or salmonella and that swimming pools had normal levels of chlorine.
The preliminary results have been reviewed by an independent expert, Doctor Vanya Gant, the consultant and divisional clinical director in microbiology and infection, University College London Hospitals NHS Foundation Trust.
Thomas Cook said that neither its independent specialists nor Doctor Vanya Gant believe that the test results shed any light on the “still unexplained cause of death of Mr and Mrs Cooper” and said it is awaiting the results of autopsies being conducted by the Egyptian authorities.
The findings have been shared with the Cooper family, the Egyptian authorities and the Deutsche Hospitality group which has a franchise agreement with the Steigenberger Aqua Magic Hotel.
More than 300 customers were removed from the hotel following the Coopers’ deaths and a raised level of illness reported by guests. Cook said the presence of e-coli vindicated its decision to remove the guests.
It added that its customer satisfaction scores fell “sharply” during this month.
Following a review of the test results Cook commissioned, it will roll out a programme of “specialist hygiene assessments” to all hotels it works with which experience a higher than average reported level of sickness.
Customers who stayed at the Steigenberger Aqua Magic Hotel in Hurghada during August who said they were ill will receive compensation.
A Thomas Cook statement said: “We take all reports of sickness seriously and we are very sorry for any customers whose holidays have been spoiled by illness. We have already put in place a dedicated team to prioritise all complaints from this hotel.”
The Steigenberger Aqua Magic Hotel remains on stop sale to Thomas Cook customers until further notice.
The couple’s daughter, Kelly Ormerod, told ITV News last night that vital clues may have been lost because cleaners and maintenance staff were allowed to access her parents’ room shortly after they died.
Thomas Cook chief executive Peter Fankhauser said: “Everyone at Thomas Cook is deeply saddened by the tragic deaths of John and Susan Cooper while staying at the Steigenberger Aqua Magic Hotel in Hurghada. Susan was a longstanding and much-loved colleague of ours.
“We continue to await the results of the investigation being conducted by the Egyptian authorities and are working closely with the Foreign and Commonwealth Office to ensure we prioritise the very best interests of the Cooper family. However, the tests that Thomas Cook commissioned and announced today show that hygiene at the Steigenberger Aqua Magic Hotel during the month of August did not meet the standards we expect. I am very sorry for all our customers who fell ill while on a Thomas Cook holiday at this hotel.
“These results, while not establishing the cause of the tragic deaths of John and Susan Cooper, have prompted us to commit further resource to tackle hygiene standards in those hotels where we identify a higher than average level of sickness.
“At any one time, Thomas Cook has more than 500,000 people holidaying with us somewhere in the world. We will continue to do all that we can to keep them safe and well on what should be the happiest weeks of their year.”
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