An apology has been issued by Thomson after holidaymakers complained they had been booked into a hotel in Majorca where refurbishment work was yet to be completed.
The AluaSoul Mallorca Resort near Cala D’Or, which has been developed from two existing properties, was due to open on May 1.
But one British holidaymaker told The Independent that the operator had blamed “health and safety” when she arrived a week ago for a holiday that had cost her £600.
“Thomson told us it had failed a health and safety report on the morning we arrived. But it was a building site,” June Frier, a nurse from Hastings, told the newspaper.
When The Independent visited, dozens of workmen were at work on the property, while in ground-floor rooms beds and mattresses were upended and in their original packaging.
The property is now expected to open on Wednesday, though Thomson is now selling holidays there only from May 18.
But newspaper claimed that Thomson was made aware of problems before the first guests arrived a week ago.
A spokesperson for the AluaSoul hotel group said: “We alerted the tour operator the night before the arrival – which was the soonest we could given the circumstances.”
Some alternative accommodation was found, though of a lower standard than the AluaSoul had promised.
Thomson said in a statement: “We are sorry the opening of the AluaSoul Majorca has been delayed until 10 May, 2017. We will be contacting all customers affected directly to offer a suitable alternative free of charge and will prioritise those due to travel first.
“We appreciate this is disappointing so we’re closely monitoring the situation while our hotel partner completes the work to the standards that we and our customers expect.
“We have currently placed all customers in suitable alternative accommodation and have offered guests a gesture of goodwill due to the unexpected disruption. Our dedicated resort teams are currently on hand to assist customers with any questions or concerns that they may have.”
The spokesperson for AluaSoul said: “We are deeply sorry for what happened and we are working to speed up the process while guaranteeing the utmost quality standards.
“We also look forward to work closely with the tour operator to compensate all affected travellers, in compliance with the regulation on how to tackle these unfortunate situations.”