terrible holiday

nadmaj

Hello

here are the basics of the situation

booked all inclusive a la acarte holiday to turkey in the easter hols 2012
chose hotel online booked 4* hotel turned out to be 3*
hotel advertised as having facilities, such as sauna, turkish bath jacuzzi but upon arrival nothing was operational so kids were really bored
nooutside facilities or entertainment avaliable as the bars and pubs around the hotel were still under construction getting ready for the actual holiday season for june/ july
the menu was terrible complete repetative no a l acarte just one choice no snacks in between meals, the bar connected to the hotel was at first where we ate offered us free food then when asked for chips for the kids they said no we had to pay but it was still apart of the hotel
anyway when the dining area was ready, it leaked and we hadto eat under dripping rain drops as roof leaked.
we complained to our rep but she did nothing,so complained to the holiday company over the phone, phone got cut off then emailed and now they aare saying we should have got in contact straigh away - we did via email
got response saying thank you for complaining but in other words nothing we can do
there were alot of people complaining and unsatisfied as they had been told at theairport that their hotel was closed not even open yet , to our hotel even though theyd been sold the hotel and holiday as being open.

thank you pleas let me know where i go from here as the holiday company don't seem bothered.

Oliver14

is the tour operator a member of ABTA? This may be helpful

http://www.abta.com/consumer-services

unholyangel

How did you book it? In store, over the phone, online? How did you pay for it? Credit card, debit card, cash, cheque?


As for the chips aspect and paying for them......often "all inclusive" will actually be limited to a set menu/local drinks (as opposed to smirnoff, martell - brand names) or even be limited to certain restaurants/bars.

You would need to check your documentation and terms and conditions with a fine tooth comb.

nadmaj

we paid for it with debit card, chose the hotel online but booked over the phone through the operator, we don't drink so didn't really care about the alcohol issue, it is a member of abta, will go through the documentation,

thanks for your replies above

unholyangel

nadmaj wrote: »

we paid for it with debit card, chose the hotel online but booked over the phone through the operator, we don't drink so didn't really care about the alcohol issue, it is a member of abta, will go through the documentation,

thanks for your replies above

ABTA have guidance on complaints on their website. Basically you have to complain in writing to the travel agent first. If they dont respond/respond in a satisfactory manner, you can then complain to abta.

Not sure whether a partial chargeback is possible or even if this would be covered but its certainly worth asking your bank.

You could also check if this (or rather help with this situation) is offered by your travel insurance provider.


Do let us know how you get on and good luck

mynameistallulah

Which hotel is it, and which travel agent?

EmmaLou67

If you have legal services as part of your home insurance, you could contact them. They will tell you what you need to do before you can pass it on to them to deal with. They will also be able to give you an idea of you chances of compensation.

ThumbRemote

Your first step need to be to make a list of exactly what was wrong. Bullet points, as your initial post tended to run together a bit. For each item, if it was different to what you were promised, get some evidence of that (eg a printout of the webpage) as this proof may come in handy later.

Some of your issues sound clear-cut - if the hotel was advertised as having certain facilities, but didn't have them, there can't be a lot of argument. Other issues, like the lack of open bars around the hotel, are pretty much tough luck (unless the hotel was specifically described as having a lively nightlife nearby or something).

Holiday companies are notorious for making pathetically low offers to compensate for dreadful experiences, so you may find it difficult to get far. That's not to put you off, just to warn you of the reality.

As others have said, if you can give an indication of the company and hotel, it may be more helpful.

baza52

nadmaj wrote: »

we complained to our rep but she did nothing,so complained to the holiday company over the phone, phone got cut off then emailed and now they aare saying we should have got in contact straigh away - we did via email.

Was you complaint logged with rep?
When did you complain over the phone and via email? were you still on holiday?

nadmaj

we complained to our rep she didn't log anything down
we weren't really bothered about the construction around the hotel that wasn't the issue - just the fact that when we booked the hotel and holiday we were told that it was during the season, which when we got tl turkey it wasn't re the closed facilities in the hotel - the hotel was the sun club in gumbet travel agents were low cost holidays.com
when we complained we were still on holiday as it said in the paperwork to contact lowcost holidays asap we did this via email - didn't get a response until we got back home
not sure what charge back means?
will have to check the legal services
regards to yhe small print of the paperwork we git an email with the travel dates contact no transfer voucher and that's it otherwise all other tc were online

ladylegal

You need legal advice on this as you probably have a claim whereby you can get your money back at least. It is not my field so I cant advise you myself. Many firms will advise on a no win no fee basis so it shouldnt cost you anything.