Maria and Paul Bryant spent £2,000 on a week in Antalaya hoping to treat their two autistic children to a relaxing time away from home.
But when they got to the resort in Turkey they found that the hotel was being renovated.
To make matters worse, many of the facilities advertised were for a hotel next door that the Bristol-based Bryants were not allowed to use.
The family arrived at the Swandor Topkapi Palace hotel on May 30, ready for a stress-free getaway.
Paul, 40, who runs a security company, said: "We felt let down. It was horrendous really."
He continued: "When we got to the hotel we had to wait an hour and a half for the room. It was covered in plaster and dust.
"My children do not like change at all. When we book our holidays with our kids we try to familiarise them with what will be there when we arrive.
"But all the stuff they had wanted to do wasn't there."
The family had booked the holiday through Thomas Cook and were expecting pool tables, a bowling alley and an arcade which their kids had been looking forward to.
But when they arrived the family say they had to wait an hour and a half for their room, before discovering much of the hotel was being renovated.
Paul said the room still smelled of paint and sealant, and was dusty.
He said the resort was littered with bare wires and exposed metal rods and there was also shattered glass around the pool and tools scattered around it.
Paul also said many of the pictures online were from the neighbouring hotel.
The Bryants have since complained to Thomas Cook about their experience.
A spokesperson for Thomas Cook said: "We want all our customers to enjoy their time away with us and we are urgently investigating the concerns raised by guests who have stayed at the Topkapi Palace.
"We have stopped taking bookings while we fix these issues.
"As ever, the safety and wellbeing of our customers is our first priority and customers with concerns about their upcoming stay at the hotel should contact our team on 01733 224 554."
The spokesperson added that incorrect pictures of the hotel online have been removed from the Thomas Cook website.
We have contacted the Swandor Topkapi Palace for comment.
Sun Online Travel previously reported that Majorca and Ibiza are slashing the prices of their holidays – because Brits are flocking to Turkey and Egypt this year instead.
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