Help holiday from hell!!!!

gizmo11

Okay hope this is clearer, I booked a late deal 3 days before travel for myself and 10yr old daughter this is the first time we travelled by ourselves so when I was looking for a complex I looked for somewhere that had good facilities i.e. Swimming pool, kids clubs, plenty of entertainment hence why I booked this 4* AI in Antalya Turkey so we would be happy in the complex itself. I ended up booking online with TC at the time of booking it was not allowing me to book unless I booked as 2 adults (TC now have a online chat function, you chat with a online employee who assists right through until booked) so she got me to book holiday as 2 adults then she went in an amended details i.e. my daughter DOB. She said I would have a full & final invoice emailed through with the changes she made as this is what I would need to take to the airport when collecting my tickets.
No invoice came through, so I gave them to Monday AM called and was told no invoice would be through in time and they gave me a ref no to log into online and print of a “summary report” so I did this is very basic and had no mention of transfers so hence why I contacted them. It took until Tuesday am for their customer services to come back and they left a message for me saying to collect my tickets at!!!!!! desk transfers are included have a good holiday to Rhodes (ahhhh I’m going to turkey) to I had to contact them again and the girl who left the message called me at home and apologised she had went into the wrong booking and it was too late as they could not arrange my transfers unless I paid £23 p/p each way “this is double the price” or get a taxi ....... there was no way I and my daughter were getting a taxi on our own in Turkey so I tried to book these privately only to be told I was far too late so by this time I’m getting stressed, I am literally packing our suitcases as we had to leave home and be at the airport in 1hr anyhow got to the airport with no transfer arranged went to ticket desk and spoke to TC employee and he said all transfers were included not to panic. Then we get to check in desk the operator looked a bit uncomfortable went away and spoke to another colleague and came back he said “Mrs Crosbie, you both are not been booked onto this flight I will need to wait on my colleague coming back to confirm there are seats” OMG stress levels are definitely high..... After 20mins of waiting the okay is given to put our details into the system and our luggage is all booked in. So he is how it goes from there:-
Arrived at airport (destination)
Rep confirmed transfer to go to bus get to bus to be told there not so had to go back get Rep to give okay. No welcome pack seemingly cause late booking when other parties book later than us had been given
· Arrived @ Hotel to be told rooms not ready waited over 2 hrs to be eventually given our key escorted by porter out with the complex (which was all security/barrier off so no one could get in) taken out with the complex to annex buildings which looked like staff/local quarters on the way to our room 2 security guards walked past us and made comments to the porter while looking at me & my daughter I asked the porter “are the speaking about us” he replied “ nodding his head just ignore them” this is the security staff!!!! I was shocked. When we found our room door this is what faced us:-
· * No number plate on door, outside the door was dirty used packaging for a plaster the front of this was all sticky, TV had dust/dirt 2” thick, bottle of water been used, the wooden floor was filthy the toilet had someone else’s urination on it; there was no toilet roll, towels. My child was so upset this was she was so stresses out and wouldn’t stop crying this hotel advertised itself as 5*. I felt so unsafe/frightened I did not want to leave our room at all until daylight broke so we lay awake until 6.30am until light broke to speak to reception. There was no point in calling receptionist he could barely understand me face to face so what chance did I have on the phone
Floor Room 1:-NO DOOR NUMBERURINATION & DIRTY TOILET LEFT FOR US

Filthy TVOUTSIDE ROOM 1
· Went up to rec to complain to be told to return after b/fast to get new room so we did then got given room key & told room wasn’t yet cleaned to go dump or stuff get swimwear on and room would be cleaned at some point ehhh…. Got to Room 2 told cleaner was there told to wait so had to sit on our cases for 45min in this time other cleaners were in & out laughing joking eventually had enough knocked the door to remind her we were there eventually we got in to another dirty room half cleaned.
· No black-out blind this was on hanging off the rails, Fifthly unstocked mini bar with a opened/used bottle of fanta from the prev guests, Chair next to dressing table had large stain, Wall all covered in pen had few holes in them, the toilet wasn’t cleaned and the bath had pubic hairs from previous guest

ROOM 2
CHAIR ALL MARKED

BLACKOUT BLIND OFF RAIL STAINED SIDE TABLE

DIRTY FRIDGE
Spoke to REP & Resort office who offered me a downgrade to a 3* hotel which I went to view the accommodation was worse just as dirty, no help whatsoever after this from the rep. In my eye’s there was no way I was going to transfer into something worse plus I paid £1100 for me & my child to go here. This is the worst holiday ever….. I have so many other photos’ videos as proof but I’d be here all day. The accommodation was a total disgrace. And for them to put me my child out with the complex into such degrading surroundings is beyond believe.
I expected TC Staff to take this in hand and deal with either sending us to another 4* or upgrade after all we had been subjected to I even offered to pay for upgraded clean accommodation but the rep refused this…. Would you accept this???? Me & my Childs holiday was ruined I have never felt so stressed and I have never seen my daughter so upset and distressed. Eventually we were moved into room 3 which was better but needed a good clean but acceptable.
I have complained about as many Russian and German tourist and lack of British people in our hotel but let’s be realistic if TC sell these types of holiday to British holiday makers you do expect there to be some people from your own country to communicate with if so for the children’s sake and some sort of entertainment that you understand not all German/Russian what kind of holiday is that and there were no more than 8 British holidaymakers in this hotel so what does that say “Personally I don’t think we were meant to be there” this is TC taken on late accommodation not caring about their clients anything to make a quick buck I am deeply disappointed at TC from start to finish and the accommodation provided is below standards expected…… what a dirty dirty hotel to be put in with a child after spending all that well saved money all year for I’m too disgusted to explain!!!
So no my main gripe isn’t about people not being British it’s about TC’s service and the accommodation the hotel subject us to and TC not taking action just expecting us to downgrade to worse accommodation……

isplumm

Hi,

I would repost with paragraphs ... very diffcult to read ...

Mark

isplumm

Ok,

So let me try & summarise ....

1. You thought transfers were enclosed .... but in reality were not - so what did you paperwork say?

2. Rooms were not clean - you moved 3 times?

3. They offered you a 3* hotel - why did you not move?

4. Enterainment was not in English?

5. Your child could not go to the kids club - why not?

6. Mobile phone of £174 - why?

Is that right?

Ok - so what exactly are you expecting in compo?

Thanks Mark

mick_vandick

3. They offered you a 3* hotel - why did you not move?

That is also what i am wondering. If it was that bad then why didn't you move? Okay so it was 3 star rather than the 4 booked but you make the hotel sound like a 1 star so surely it would have been better?
In situations such as this you have a legal obligation to mitigate your loss. TC offered you a way to do this and you have refused.

photome

Op if you sent a letter that reads the same as your OP then you wont get anywhere it is just to difficult to read.

But if isplumms post has the summary right I dont think there is much you can do, you were offered a move?

As for not many Brits in the hotel, you were in Turkey

I think if you summarise your post and insert paragraphs and what you expect the tour operator to do, you will get more help

DeeLasVegas

"there was no entertainment in the full hotel at night in english our kids did'nt understand a thing so ended up in bed at 9pm after dinner.... daughter could'nt even go to kids club like she always done you were lucky if there was 8 ppl from britain in the FULL Hotel what a holiday from hell"

Forgive me if I'm mistaken but your holiday was in Turkey wasn't it? Turkish is the 1st language spoken there so maybe that's why the entertainment wasn't in English

Did they guarantee a hotel FULL of British people? If this was what you wanted maybe you should have holidayed in the UK........they speak English there after all :rotfl:

welshmoneylover

scrosbie17393 wrote: »

Hi
Can anoyone advise, me & my 10 yr old daughter booked up last min deal (3 days before)and paid £1100 to go to 4* hotel Prince Turan Res in Turkey and we were subjected to the following from (TC & Hotel) longwinded sorry but hope someone can advise:-

Booked online (spoke to chat operator of TC) she had to amend my daughters DOB after booked as we had to book as 2 adults when summary report came through no transfers on it I went back to them asked why not they eventually came back to me on the tuesday day I was flying the customer sevices looked/amended wrong persons info as she told us to collect tickets at olympic holidays and have good holiday in rhodes were going to turkey anyhow me & daughter now no transfers were told we'd need to pay £23pp each way ***double the price. Got to check in desk were told we were not booked on flight had to wait 25 mins to be confirmed all ok and put onto the system..... then arrived to be told transfer we all ok got to bus at 3am and driver would not let us on had to go back to rep for them to give okay to driver. Arrived at hotel 3am to wait for at least 2 hrs for room after been offered food covered in fly's. Then given room for me & my 10yr old child outwith complex looked like staff/local quarters where's complex was all secuirty gaurded/barrier up me and my child put way way out of complex. The room had no number plate, Sticky door outside door it was clarty and had used packaging from plaster's inside room the floor was filfthy, TV had 2" of dirt, water was opened and glasses dirty the bathroom had urination on the toilet and no toilet roll or towels....... the list goes on my daughter was crying her eye's out I've never felt so unsafe as I did!!!! Especially as they even put us out of the resort it'self. No point in speaking to rec over phone he could hardly speak english so waited until light came down as I was no way walking back up with me & my child we then went up with our clothes on from travelling the room was that filfthy we did not change to be told to come back at 9am for new room. 2nd room was not even cleaned rec informed us to go and put our bikinnis on and dump our staff OMG...... got to room cleaner was in had to wait 40mins outsid ein 45* heat and her friends came backwards n forwards giggling n laughing until I knocked the door as a reminder this room was still not clean fridge filfthy left used bottle of person's before fanta this was supposed to be a re-filled mini bar... blackout blind would not shut ppl before's hair on floor seat next to dressing table had large mark sheet's ripped hole in wall and drawing of pen/pencil over walls. Bathroom label they put on toilet was ripped so not cleaned the bath had pubic hairs of ppl before us totally disgusting )I have pictures of evidence I have never ever been subjected to anything like this in my life........ the blackout blind was reported that lunchtime faulty it took 3 reports for a porter to come to my room at 11.30pm to check toilet had to explain it's the blind then 2 seperate ppl came to fix it took till 12.30pm to fix then rece called our room at 1.20am to say sorry we cannot fix blind we will move you room in the morning OMG it had been fixed then there calling us at that time...........
Guest relations/Rep got involved totally unhelpful showed them everything think TC rep is used to compalints about this hotel she was useless anyhow TC offered us a downgrade to a 3* hotel which was work refused and they reported back home they offered us a 4* which is lies as I have receipt for money back for taxi from the rep and she denised they told back home this. We were mnoved to 3rd room which was little cleaner but dirty firdge etc. there was no entertainment in the full hotel at night in english our kids did'nt understand a thing so ended up in bed at 9pm after dinner.... daughter could'nt even go to kids club like she always done you were lucky if there was 8 ppl from britain in the FULL Hotel what a holiday from hell. Have just sent out complaint for compensation, I also have a mob bill for £174 that I expect them to pay as there resort called me I was charged everytime I have never ever in my life been so stressed and upset I cried most of the time the filfthy disgusting way we were treated and for TC rep to allow it to happen the hotel itself has 5* sign outside it would'nt even make 3*.
I even went down on first day to enquire about a turkish spa and the tried top say 25euros was 90 lira I was'nt stupid the guy was fluent in english and knew he was trying to rip us off then he said I'd love to massage your daughter for FREE OMG my child was 10 I have never ever had anything like this kind of thing happen in my life I'm so so disgusted I have been told give them 14 days if not pass to legal to deal with:mad:

I sent letter recorded yesterday.... Tried email and going through there complaint forum today no joy keep getting times out and bounced back emails stress from start to finish my daughter's still a nervous wreck the money I saved all year to be treated like this!!!!!

I hope your complaint letter was better written than the above. Its full of spelling errors, few paragraphs and I found it very difficult to read and understand.

mcc100

DeeLasVegas wrote: »

you were lucky if there was 8 ppl from britain in the FULL Hotel what a holiday from hell

For me that would have been a huge bonus ......

gizmo11

isplumm wrote: »

Ok,

So let me try & summarise ....

1. You thought transfers were enclosed .... but in reality were not - so what did you paperwork say? Because this was a last min deal mark there was no break down hence why I called for them to confirm they said they'd get back to me seeingly last min bookings incl flight, hotel, transfers, meals on plane these all have to be taken when I collected the booking I asked at TC desk why no mention employee said all last min bookings don't have break down all is included..... which they were'nt

2. Rooms were not clean - you moved 3 times? First room in annex outwith the complex which was either staff quarters/local's houses

3. They offered you a 3* hotel - why did you not move? The complex itself looked fine when the showed us a room its was worse than what we were in plus they refused to pay compensation for downgrade and this acc was much cheaper

4. Enterainment was not in English? There entertainment was either turkish, german or russian it's all fair enough ppl commenting on here but how is kids meant to understand the animation team. Why sell a holiday if there is no entertainment we can understand yeah I know were in Turkey on holiday but any other hotel we've travelled to if package holiday to convert to english so ppl can understand

5. Your child could not go to the kids club - why not? Took her there one day only 1 person staff spoke english and the were no british kids I myself would feel very uncomfortable if there was no one I could speak to in my own language

6. Mobile phone of £174 - why? I had to call TC local resort office to go through all what had happened as rep did not turn up to hotel when arrange so all the calls to n thro

Is that right?

Ok - so what exactly are you expecting in compo?

Thanks Mark

Mark, sorry not getting on at you but this was a quick quick written message not very goo dthough a hell of more has happened this is basic info............. sorry

gizmo11

Sorry guy's not written very good.......... rushed it too much apologies

gizmo11

DeeLasVegas wrote: »

"there was no entertainment in the full hotel at night in english our kids did'nt understand a thing so ended up in bed at 9pm after dinner.... daughter could'nt even go to kids club like she always done you were lucky if there was 8 ppl from britain in the FULL Hotel what a holiday from hell"

Forgive me if I'm mistaken but your holiday was in Turkey wasn't it? Turkish is the 1st language spoken there so maybe that's why the entertainment wasn't in English Excuse me yes on holiday in Turkey..... this is a large complex that caters for holidaymakers when do you ever go on holiday and not understand any entertainment going on... come on this was'nt local area tourists resort!!!! An they catered well for russians & germans how would your kids feel

Did they guarantee a hotel FULL of British people? If this was what you wanted maybe you should have holidayed in the UK........they speak English there after all :rotfl:

Yeah your a right smart alec aeh!!! :T