HOTEL not as advertised... how best to complain?

fizzyapples

I wonder if anyone could give me some advise.

My daughter & I recently returned from a holiday in Crete - it was a one-week holiday and very cheap, last minute deal, booked online.

However, the place we stayed in was really much poorer than advertised - 3 star but was more like a hostel - grubby, further from the beach then advertised, no snack bar, the 'all-inclusive' meals were not available on the times advertised, and were very poor and limited, bar service was only at certain times etc, washing facilities not good.
Photos that we'd seen online were of a newer annex to the hotel, which was unfinished/not open, and did not represent out accommodation.

I complained at the hotel, got a new room (we started in a grubby basement room but got moved to a 3rd floor room), slight improvement, and I also emailed the travel agency we'd booked with from an internet cafe. They gave a rather bland response, and when I asked them to escalate it, and take the complaint seriously they said complain more fully when you get back.

To be honest we didn't want to let this really spoil the break, we doubt we can afford to go away again for ages!, and so made the best of things, eating out a lot etc, and had a pretty good time (Dunkirk spirit!!), but now of course we're back I do want to register a complaint as I'd hate others to go through this experience too!

Can anyone advise me on where to check my rights with regard to what was advertised, by the travel agency, being very deceptive, and at times blatantly wrong?!

thanks for any help

apt

If it was a package write the tour operator a letter of complaint pointing out where the brochure/website descriptions were inaccurate or were not fulfilled and ask for redress. You need to be specific because expectations of a dirt cheap AI holiday are low. If it was not a package I would be tempted to put it down to experience. You could take your case to ABTA or a small claims court, but the cheaper the holiday the less the potential award.

ellay864

One thing I'd be careful of hanging on if you do make a complaint is the star rating. Star ratings vary and may be based on those used by a particular tour operator, hotel chain and have massive variations between countries. If you do complain stick to specific facts and be very sure of them
Hotel further to beach than stated...maybe further to a decent bathing beach but was there any beach at all within the stated distance
Was there any small print regarding opening times of bar service - did it categorically state the opening times or just give typical times (and remember your holiday may not have classed as being in peak season therefore they may use that as an exemotion clause
Did it state the accommodation photos were what you would actually get, or were they representative pictures. Often there is a wealth of small print that they could use to defend themselves so be very sure of all facts first
Good luck

dmg24

ellay864 wrote: »

One thing I'd be careful of hanging on if you do make a complaint is the star rating.

I agree, I really would not expect a great deal from a 3* in Crete.

OP, what was the name of the hotel?

fizzyapples

ellay864 wrote: »

One thing I'd be careful of hanging on if you do make a complaint is the star rating. Star ratings vary and may be based on those used by a particular tour operator, hotel chain and have massive variations between countries. If you do complain stick to specific facts and be very sure of them
Hotel further to beach than stated...maybe further to a decent bathing beach but was there any beach at all within the stated distance
Was there any small print regarding opening times of bar service - did it categorically state the opening times or just give typical times (and remember your holiday may not have classed as being in peak season therefore they may use that as an exemotion clause
Did it state the accommodation photos were what you would actually get, or were they representative pictures. Often there is a wealth of small print that they could use to defend themselves so be very sure of all facts first
Good luck

Thanks ...
yes, it did state a few factual inaccuracies which were wrong, and I appreciate that the star rating wouldn't be worth using.

The hotel was stated to be 200m to the beach, but from the shortest route to any beach was a good 15 min walk.

[We were offered a beach view or pool view room when booking... you could only see the beach from the hotel if you went up to the roof and looked very hard!!]

We were given specific times for meals, which were wrong. (eg lunch was said to be 12-3, but was only 12.30-2pm} and the bar was told to be open until 11, but closed at 10pm, and you were told you had to pay for anything after then. (the pool bar had until 10.30 displayed on the first day, then the sign was changed on the next day!)

It said there was a snack bar available.. there was none.

There isn't any small print by the pics, saying 'representative' or otherwise.

I'm not expecting to achieve much, and not lookign for massive compensation or anythign..but do feel a bit hoodwinked into booking ...and it's more to make the point.

thanks everyone for the advice :T

wannagobacktogreece

fizzyapples your case doesnt sound half as bad as mine and as i did not book a package holiday i do not have a leg to stand on compensation wise . i booked a 5 star all inclusive brand new hotel in kos and paid 2100 for a fortnight ,, ended up with food poisoning for 14 days, had no aircon , the list goes on and on and on and i can not claim anything back even with solicitors as it was not a pckage holiday . i am disgusted that after 3 months battling, no one can help me . i am considering a small claims court but only because we paid 2 grand.
unfortunately for people like us , these agents get away with it because there is nothing we can do legally :-(
i wish you all the luck in the world.
Regards
Chelle