A planned 11-day family holiday at the Club Med resort on Bintan Island, Indonesia, turned into a distressing ordeal for 72-year-old Marcella St Claire when discolored water from her room's taps led to a severe gastrointestinal illness. St Claire, from Melbourne, Australia, reported that the tap water in her room was consistently brown and emitted a strong, sewage-like odor for days. The sinks in her accommodation also experienced recurring blockages, requiring frequent maintenance visits.
St Claire stated that she and her family repeatedly raised concerns with resort staff daily. While plumbers would attend, unblock sinks, and assure them the issue was resolved, the problem persisted. The family's requests for a room change were denied, with the resort citing the need to accommodate guests displaced by a recent fire at Club Med Bali. When St Claire inquired about water testing, she was allegedly told that monthly tests had been conducted but the results had not yet been returned.
A Sudden Deterioration
On the sixth day of the holiday, St Claire began experiencing mild stomach cramps, which quickly escalated into severe vomiting and diarrhea. She described the onset as sudden and overwhelming, leading her to believe she was dying. Her daughter contacted the resort's medical service, and a resort doctor administered an IV drip due to a dramatic drop in her blood pressure, which St Claire reported as 105 over 40. She noted that the doctor mentioned approximately six other guests in the same accommodation block had experienced similar illnesses, a claim that could not be independently verified.
St Claire spent the next three days confined to her room, receiving IV treatment. She claims that no resort staff checked on her during this period, and her daughter was left monitoring the IV drip. Meanwhile, maintenance workers continued to address the plumbing issues in the room.
Seeking Answers and a Partial Refund
Other members of St Claire's traveling party also fell ill during the holiday, seeking treatment from the resort doctor. Her daughter, Alex, developed similar symptoms and required further medical attention upon their return to Australia. St Claire questioned whether contaminated food was the cause, but claims a resort manager, doctor, and kitchen manager assured her that food tests had found no contamination.
When St Claire eventually discussed her concerns about the illnesses and the water quality with a manager, she was reportedly told that her sickness was likely due to overeating during her holiday. She felt her concerns were not being taken seriously. The family eventually received a 20% refund as compensation for the issues encountered, which St Claire acknowledged but felt did not adequately reflect the impact on their intended special family holiday. A Club Med spokesperson stated that the safety and well-being of guests are their highest priority and that they take illness reports seriously, reviewing each case according to internal protocols. The company did not specifically address the claims regarding discolored tap water, reported illnesses, or the handling of the family's concerns in its response to the Daily Mail.