Complaint about £200 pound spa day

voley86

Hi,

Just looking for some advice. I bought a Spa day through an online web seller (spa seekers) but when my GF and her mum went the place was not a Spa all the facilities were shared it was more a health club. The website also said robes were included, that was not true.

I complained straight away with a phone call and was asked to stick it in an email. I asked for a full refund as the info on the website was misleading.

Received an email (3 days later!!) forwarding on the complaint to the hotel/health club manager. He said that they don’t call themselves a Spa they are a health and beauty salon. They also said they are not responsible for the details on the Spa seekers website.

I went back to spa seekers with an email saying that there info on the website was wrong and I’m seeking a full refund from them. They have since changed the details on the website (except they are still calling the venue a Spa) and told me they are not responsible for the details the hotels provide.

I'm going round in circles with this one. What’s my next move, trading standards??

Thanks in advance

somethingcorporate

I am not sure what aside from some missing robes you are complaining about?

Your appear to be arguing over semantics with both companies, which I cannot see you getting a full refund for.

Did they not go and enjoy the day?

voley86

might not have made it clear in first post.

I have bought from them before for another venue. the Spa was for people of the spa not hired out as a health club to other people to use.

This was not a Spa and the manager of the hotel states in his emails they do not describe themselves as this.

I'm complaining because the description on the website did not accurately describe what was infact on offer.

The day was not what was expected from the description so was disappointing.

somethingcorporate

Thanks for clarifying although you still need to provide a little bit more detail. What was originally promised (on the website) and what did your GF actually do at the 'health club' on the day that they arrived?

If they actually went and enjoyed the day then demanding a full refund is quite ambitious. I would start with the total paid £200 for x,y,z and actually they only could do x because y and z never even existed. Knock a bit more off for disappointment and ask for a proportionate refund with some logic behind.

If they left immediately and did nothing then you could probably demand a full refund.

voley86

You’re probably right however I went in with a full refund in the hope they would make me an offer however it seems to be coming to nothing now. The website are blaming the hotel and the hotel is blaming the website. Who does my claim lie with?

They didn't leave immediately

Chimpofdoom

voley86 wrote: »

You’re probably right however I went in with a full refund in the hope they would make me an offer however it seems to be coming to nothing now. The website are blaming the hotel and the hotel is blaming the website. Who does my claim lie with?

They didn't leave immediately

The blame would lie with the website as they are the vendor who sold you the services.

dmg24

What did the website say that was not true, other than the use of the word spa and the lack of robes?

Equaliser123

Chimpofdoom wrote: »

The blame would lie with the website as they are the vendor who sold you the services.

Not necessarily. They may well have acted as agent.

voley86

Just the use of the word Spa and the robes being included. that was it.

FIK

Always go direct. These voucher things are a really stupid idea.

Your contract is with the voucher company. You have absolutely no claim against the spa/health club. What you want is to seperate out is where the information provided by the voucher seller was untrue(provable facts).

For example they said you would get a robe. I am not sure the word SPA has a legal deffinition? Were all the facilities that they advertise available for use?

Perhaps get a leaflet from the health club and compare to voucher company. Focus on facts like 25m pool advertised when its only a 10 m pool.

I once stayed in a dump of a hotel. The website looked nice and charged £150 a night. I saw on another website for £90 so booked there. When I arrived the hotel it had none of the advertised facilities. Problem was the place I booked through did not say anything about the facilites and the website advertising the hotel was not owned by the hotel.

somethingcorporate

voley86 wrote: »

Just the use of the word Spa and the robes being included. that was it.

Then you're probably not likely to get all of your money back. I would use a bit more logic like I described above rather than ranting that because a description was 'wrong' and you didn't get robes that it ruined the day and you should get a full refund. They stayed so obviously were not that offended by it!

By the sounds of it I would think you would be lucky to get 50% back.