Holiday Booking - What are my rights?

Ex-Spendaholic

To cut a long story short I booked a holiday on 26 May with Direct Holidays and paid £500 deposit.

The holiday is in Lanzarote and we chose the accommodation as it advertised the fact in the brochure and online that:

Each apartment has a washing machine
Each apartment has a dishwasher
Each apartment has a BBQ

We thought this would be great with having 3 young kids the washing machine would be a godsend in that we wouldn't have to bring about 4 outfits a day for each of them. This is the reason we took this accommodation over any others.

I booked over the phone. One month later I still hadn't received a confirmation so went into the branch. They said it had been emailed to me but no-one could show any proof of this. So it was agreed this would be posted.

Meanwhile we were away for 2 weeks. We have now returned and found the confirmation invoice. It states the following amendments:

Apartments do not have washing machines
Apartments do not have dishwashers
Apartments do not have BBQs but the landlord plans to have these

I'm a bit miffed as I could have booked other accommodation for a bit less money. I have checked online tonight and the information still states that they have these facilities.

What are my rights now? Am I entitled to cancel and have my deposit back? Am I entitled to have the price reduced? Am I entitled to change accommodation?

Or do I just get over it?

Thanks in advance for any replies.

Saint_Chris

1st of all i would print of the information, that states that there are those facilities in the apt, along with a newspaper heading next to it, to prove that it is still being advertised.

then i'd get back on the phone

susancs

This is what their website says about changes, copied and pasted below:-

Changes Made By Us Before Travel
From time to time we may have to change details of the Holiday you have booked. If any change will have a significant effect on your Holiday, we will tell you about it before your Holiday, if there is time. Changes we will tell you about include:

- Change of your UK departure airport
- Significant change of your destination
- A change of more than 12 hours to the time you leave the UK or your destination
- If we downgrade your accommodation by one full 'Tour Operator' rating or
- If the swimming pool will not be available for an extended period during your Holiday and no alternative pool is available either at the property or nearby.

If you do not want to accept a significant change, which we will tell you about before you depart, we will, if we are able to do so, offer you an alternative Holiday of equivalent or closely similar standard and price at no extra cost, or a less expensive Holiday, in which case we will refund the difference in price. If you do not wish to take the alternative we offer you, you can choose a different Holiday offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your Holiday and receive a full refund of any money you have paid to us, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

It seems if your accomodation has gone down a star rating, it seems they will try to offer you alternative similar accomodation, cheaper accomodation and refund the differnce or you can chooose a differnt holiday and pay the difference. Wonder if the lack of the facilities would affect your hotel's star rating. I think I would argue that it would-worth a try anyway? It also does smack of false advertising that they are still advertising extras not included in your hotel on their website and I can understand your anger about this. It might be worth looking into whether this comes under trading standards legislation. I think I would ring up and explain your disappointment, plus reasons for that, as it was essential part of your holiday to you and see what they offer you.