TUI — hotel paradiso, nessebar , bulgaria

Terrible service and rude staff at the Paradiso Hotel Nessebar, Bulgaria. The TUI representative was off sick most of the week so we could not complain and we were told there wasn't any other rep available. We rang TUI and were told to contact you after the holiday once we got home.
The hotel is not as described online and there is no lobby, bar no facilities in the room except for a small fridge and a kettle, the electric socket hanging off the wall, beds were not made up daily, the bathroom sink and tap were dirty, the swimming pool was icy cold and the sunloungers were hard plastic with no cover and could not lay on them as they gave both myself and my husband back problems. had to use the hotel next door's pool and had to pay the currency equivalent of £5 each day. Furthermore the flight back home was leaving at 1.55 am and we had to vacate our room at 12pm and pay the currency equivalent of £5 per hour if we wanted to stay longer in the room. this is ourageous as the bill would have been around £ 60 to stay in a poki and dirty room, however this meant walking around Nessebar 12 hours or sit by the unusable pool in discomfort until 5 pm and walking around all night until the time of our flight departure. We have been to lots of long haul destinations with your company but never stayed in such a poor hotel and for this reason, I want my money back for the hotel fiasco. I have photgraphs to prove the lack of hygiene around the bathroom and the unmade beds, but unfortunately I am not able to attach them as they are too large format. I can send them by email if you send me your address.