When I was 12 I went to Benidorm with my father on a package holiday. I remember the rep meeting us at the airport along with 50 other red-faced Brits, most of whom had already got burnt walking across the tarmac from the plane to the terminal building.
Once outside he started doing a roll-call from a list of names stapled to a Thomson Holidays emblemed clipboard. He was wearing a vomit yellow polo shirt plus matching baseball hat and seemed to be having trouble pronouncing the names, even the simple ones like Smith and Lewis. When he came to our name, Ogley, he pronounced it ‘Ugly’ and everybody laughed, including me and my dad, who corrected him telling him it was actually OGLEY.
‘As in…’ he started, but couldn’t finish the sentence because as we’d realised many times before OGLEY doesn’t rhyme with anything, except Flogley or Bogley, which aren’t real words. The rep ticked our names and moved on to some other names he couldn’t pronounce like Cleugh, Coughlan and Cluister, finally allowing us to get on the furnace-hot coach to the hotel about ten hours later.
Things didn’t improve. Just after the WELCOME TO THE COSTA BLANCA sign a few kilometres from the airport, somebody a few seats behind me was violently sick. I remember smelling the fetid stench of half digested airplane food mixed with cheap sparkling wine and asked my dad how far it was to the hotel. He said a couple of hours and I wondered if I’d make it before I ejected my own personal offering of airline beef lasagne over the folk in front of me.
Luckily, my stomach held up and I was delighted to pull up outside our hotel. The Hotel Regenta, a 25 storey concrete rectangle pockmarked with a hundred tiny concrete balconies, which made the whole building look like a giant advent calendar. But instead of scenes of the Nativity behind every patio window, it was crammed full of lobster red humans plastered in After Sun lying on their beds either dying of heat exhaustion, sunburn or alcohol poisoning. Or all three.
Once inside the hotel foyer that smelt of chips, the rep started waffling on about the week’s entertainment program. This consisted of fancy dress competitions, barbeques and dust-to-dawn drinking with musical accompaniment supplied exclusively, or so it seemed, by Black Lace. Everybody appeared incredibly content until the happy-go-lucky, soon to become the not-so-happy-go-lucky rep, came to his final announcement.
‘Due to unforeseen circumstances, the pool is out of action until further notice.’
The rep tried to hold his smile for as long as he could, perhaps hoping that everybody might be content swimming in the sea. Until someone threw a brick into his face. A metaphorical brick of course – this wasn’t the Middle Ages – but the level of abuse aimed at the poor soul was equivalent to a lorry load of breeze blocks tumbling down on his head from a great height.
He tried to appease them as best he could, telling them they were working on the problem. But the insults and threats kept coming and no amount of half hearted gestures and promises were going to get the rep out of this one. Or for that matter, remove the stagnant mass of raw sewage that was filling the pool.
It was at this point that I vowed never to work as a holiday rep. Never would I put myself in a position where I could be subjected to such foul mouthed abuse from members of the public. Never as long as I lived.
Thirty years later, I became a holiday rep on the Dordogne.
Luckily most of my customers arrive by train or in Volvos wearing Berghaus gaiters and Karrimor waterproofs bought in the 1970s. If I had to tell them the pool was closed, they wouldn’t be that bothered. ‘We’re here to walk, not lounge round the pool, if we wanted to do that we’d go to Benidorm.’
This is the rep job you get when you’re 42. The Berghaus Rep as I’ve coined it. The rep job where you spend half an hour each evening with customers discussing route notes over a glass of Monbazillac. Route notes that were written thirty years ago by a rep who used the Bayeux tapestry as a map and who hand wrote the notes out on parchment. But of course you don’t say that. No point in alerting them before they set off. Simply wait for the inevitable phone call.
‘Oi, rep! Where the fuck am I? It says here there’s a vineyard on my left, but all I can see is a supermarket.’
Gone is the polite chatter from a few nights ago, replaced by harsh words and bile, as I try to explain that the vineyard may have been there in the Middle Ages, only now it’s a branch of Lidl. ‘It’s called progress dummy!’ I shout. Then turn my phone off and go out for a few days.
From my experience, these things tend to resolve themselves. They eventually find out where they are and by trial and error end up at the hotel. Sometimes the wrong hotel. But a hotel all the same.
What I’ve learned from this job is that people are going to complain no matter what I do. But that’s OK by me. That’s their problem not mine. If people want to go on holiday looking for trouble, looking for things to poke at, looking for a fight. Then there’s nothing I can do about it. I can only do my best. Which is what I do. And if I’ve done my best and it’s not enough, then the best thing I can do is lie down somewhere warm and go to sleep. See you in Italy. Ciao.
(For more Philip Ugly adventures, why not read A Man in France, available at Blogley Books.)