hotels4u miss selling hotel bookings

lgys15653

we have recently come back from marmaris in turkey. we pre booked flights last may 2009 and in september booked a all inclusive hotel for 3 weeks with hotels4u. printed all the paper work of that they sent and the vouchers. when we arrived at the hotel we were informed that we were not all inclusive but all inclusive LIGHT, meaning that we could not drink between meal times, and only beer water wine and soft drinks. this happened ever time new arrivals arrived anyone that booked with hotels4u were on the LIGHT board but others that booked with holidays4u were on full all inclusive. i wrote to customer services and got a reply saying that if i had gone to another part of there web site it said that this hotel operates the LIGHT board between may and october, which is not true as the holidays4u were on full AI. why was i not told this when booking and why did none of my paper work advise me of this? all that my paper work said was board basis all inclusive. can any one help and advise what i should do next? many thanks steve

sassysar

This is worrying as I have booked AI with them in feb for eygpt , hope they dont try pulling a fast one !

dmg24

Which hotel was it?

jayarnye71

lgys15653 wrote: »

we have recently come back from marmaris in turkey. we pre booked flights last may 2009 and in september booked a all inclusive hotel for 3 weeks with hotels4u. printed all the paper work of that they sent and the vouchers. when we arrived at the hotel we were informed that we were not all inclusive but all inclusive LIGHT, meaning that we could not drink between meal times, and only beer water wine and soft drinks. this happened ever time new arrivals arrived anyone that booked with hotels4u were on the LIGHT board but others that booked with holidays4u were on full all inclusive. i wrote to customer services and got a reply saying that if i had gone to another part of there web site it said that this hotel operates the LIGHT board between may and october, which is not true as the holidays4u were on full AI. why was i not told this when booking and why did none of my paper work advise me of this? all that my paper work said was board basis all inclusive. can any one help and advise what i should do next? many thanks steve

It's my experience that you generally get what you pay for. There is a section on their site that explains what's included. I can't submit a link but if you go to the home page and then add /all_inclusive.aspx you'll see the gradings

lgys15653

in reply to sassysar have a look at there web site and check every thing they say about your hotel you have booked, thats ok coming from me in hind sight i suppose i should have done that but i booked it in september 2009 and all the paper work said AI nothing to make me think other wise. we spoke to a couple from sunderland who had the same problem but they saw it before they went and was upgraded before they went. they said that the web site changed in october 2009 to say LIGHT, so they enquired and sorted it before they set off. all i can say sassysar is contact them and ask and sort it before you go , saves a lot of heart ache later.
and in reply to dmg24 it was the club dorado.in armutalan marmaris turkey
jayarnye71 the website said AI and the paper work said AI i had no reason to think otherwise.

lgys15653

my question still remains un answered does anyone know or help with what i can do now they say that i was not missold or missled when i booked this holiday. it seems that the travel industry answer to no one, and can get away with this kind of think.

dmg24

Do you have any proof of what 'all inclusive' meant in respect to your booking? You need proof in order to take this further, as 'all inclusive' really can mean anything.

lgys15653

my proof is my paper work the invoice clearly states all inclusive, same as if i booked a sc, b&b, hb, fb, holidays i would expect to cater for myself and i would expect breakfast on a b&b board. so when you book a all inclusive you expect all inclusive, if its something else why not state this on the booking invoice form. sorry to go on but i do feel that i have been missold the holiday hotel, and i do know that you are trying to be constructive, but we went expecting what we booked and were welll and truly let down, if we had any idea we would have taken more money but we did not and this alone put stress on the holiday. we were also informed by the hotel that we could upgrade at £10 a day and told to claim it back of hotels4u when we got back by the rep. so the hotel did operate a full all inclusive policy and not just the light board

evie-mays-mum

Hi there
Have you actually spoken to the company and if so what is there stance on this?
There should have been an errata when you made the booking to advise you read the full description of all inclusive at this property if it was diffrent from the usual ALL INCLUSIVE

lgys15653

below is the reply that i got, as you can see they say the website description not what we sent you in your paper work. i was not told to go to the website and read that the hotel booking was not as my invoice said.

Thank you for your correspondence received in our office regarding your board basis at the Club Dorado.

Having followed up your feedback concerning the all inclusive format at the hotel, our records show at the time of your booking, the hotels4u.com website description advised ‘[FONT=&quot]In the summer season the All Inclusive board is sold as All Inclusive LIGHT from [/FONT][FONT=&quot]1st May 2010[/FONT] till 31st October 2010.

Whilst I acknowledge your unhappiness in this matter, we are unable to agree that you were mis-sold and regret this matter has caused concern; we will not though be able to agree to any payment of compensation in this matter.

[FONT=&quot]In closing, may I thank you for taking the time and trouble to contact us. I do hope that we may be of future service to you.[/FONT]

photome

It looks to me that it did say A/I light on their website all be it on a different page. IMO the onus is on the consumer to check what is and what isnt included when booking anything online especially an A/I deal.

Sorry but that is my opinion