Serious spinal injuries following a hotel accident

Following the expert support of our Head of International Injury Team Ross Smith, our client has been able to take important steps toward recovery and regaining her confidence after the accident. With expert legal guidance and access to specialist medical care, such as rehabilitation, she now has a clearer understanding of her injuries, ongoing treatment options, and the reassurance that her case is being handled with care and determination. This support has helped her make a full recover from multiple spinal fractures. Our team’s commitment has helped her move forward from a painful and distressing experience with renewed hope for the future and most importantly get back to spending quality time with her son. 

What you’ll find in this case study: 

• How a family holiday in Tenerife turned into a serious spinal injury incident. 

• The unsafe hotel conditions that led to our client’s fall and the investigation that followed. 

• Details of our client’s injuries and the lasting impact on her mobility and wellbeing. 

• The steps our international injury experts took to prove negligence 

• How Fletchers Solicitors secured a £25,000 settlement despite the defendant’s dispute. 

• The difference our support made to our client’s recovery and her ability to enjoy life with her son again. 

• Expert insight from Ross Smith, Head of International Injury, on why safety standards abroad matter. 

• Guidance for anyone who has suffered an injury while on a package holiday. 

What began as a long-awaited family holiday to Tenerife became a painful and distressing ordeal for our client, after she suffered severe spinal injuries due to unsafe conditions at her hotel. 

She had travelled to Tenerife with her son for a two-week break in the sun. The holiday, booked through TUI UK Limited, was a package holiday under the Package Travel Regulations 2018, meaning the tour operator had a legal responsibility to ensure reasonable safety standards throughout the accommodation. 

The accident 

Our client’s hotel had two outdoor swimming pools – one on a higher level and one on a lower level, with a staircase between the two. The pool on the higher level had a bar, which the lower pool did not. 

Midway through her stay, our client was walking down the tiled staircase between the hotel’s outdoor pool areas when she suddenly lost her footing. The stairs, frequently wet from guests walking between pools and carrying drinks, had become dangerously slippery. 

Despite holding the handrail, our client was unable to regain her balance and fell heavily, sustaining multiple spinal fractures. The hotel’s accident report was later found to contain errors, incorrectly stating the step number where she fell, the sixth step, highlighting further inconsistencies in the hotel’s management of safety incidents. 

Dangerous hotel conditions 

Investigations revealed that the staircase tiles, installed in 2018, had a slip resistance rating of RD18, far below the local safety requirement of RD45. No regular testing or maintenance had been carried out to monitor this risk, and there were no adequate warning signs in place. 

Following our client’s accident, the hotel installed non-slip strips on the same staircase, an action that strongly indicated awareness of the hazard and a failure to act before someone was seriously injured. 

The extent of our client’s injuries 

As a result of the accident, our client suffered multiple serious spinal injuries as a result of the fall, including: 

• Fractures to lower back bones, with associated nerve irritation 

• Compression fractures to the middle of her back 

• Further Wedging fracture spinal bones 

• Likely lumbar lordosis (excessive inward curve of the lower back) caused by the thoracic fractures, resulting in ongoing lower back pain 

Medical experts, including a Consultant Neuroradiologist and Consultant Spinal Surgeon, confirmed the long-term implications of these injuries. Our client continues to experience severe pain, restricted movement, and requires further diagnostic imaging, including a standing lateral x-ray of the whole spine, to assess spinal alignment and plan future treatment. 

The impact on her life 

The accident has had a devastating impact on our client’s quality of life. What should have been a relaxing holiday became a painful and traumatic experience that left her struggling to move without discomfort. 

The remainder of her holiday was ruined, and the long-term repercussions continue to affect her day-to-day mobility and wellbeing. The physical pain, coupled with the emotional distress of losing precious time with her son, has been deeply distressing. 

How Fletchers Solicitors helped 

When our client approached Fletchers Solicitors, she was looking for clarity, guidance, and support after a confusing and painful experience abroad. Our international injury specialists immediately identified several breaches of duty by the tour operator and hotel and worked to build a robust case under the Package Travel Regulations 2018. 

Our team: 

• Conducted detailed enquiries into the hotel’s maintenance and safety testing records. 

• Commissioned independent expert evidence to confirm the inadequate slip resistance of the staircase tiles. 

• Obtained detailed medical evidence from spinal specialists to document the full extent and prognosis of our client’s injuries. 

• Negotiated assertively with the defendant’s representatives to secure interim funding for ongoing medical investigations. 

The claim and outcome 

This claim sought damages for pain, suffering, and loss of enjoyment of her holiday, as well as interest under Section 69 of the County Courts Act 1984. 

The case was settled for £25,000 despite the claim being disputed throughout by the defendant. 

This settlement has allowed our client to get the support she required to make a full recovery from her injuries and be able to get back to enjoy quality time with her son. 

Our expert lawyer’s comments 

“This case highlights the importance of proper safety standards in holiday accommodation. No one should have to endure what our client has suffered simply because basic maintenance wasn’t carried out. We’re proud to represent her and are determined to ensure she receives the compensation and recognition she deserves.” 

Ross Smith, Head of International Injury 

Moving forward 

With our team’s continued support, our client is undergoing further assessments to help her recover physically and emotionally. Her case stands as a reminder of why accountability matters, because behind every claim is a person whose life has been changed. 

If you’ve suffered an injury abroad or during a package holiday, you may be entitled to make a claim. 

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