Travel republic asking hotel to resolve complaint

zaksmum

A family member booked a hotel in Benidorm with Travel Republic.

It was advertised on TR website as having 1 day free access to their spa/wellness facility and also free champagne and fruit in the room included in the price.

When he arrived and asked about the free spa access, the guy on reception said he would have to pay for it. He showed his paperwork which clearly stated there was 1 day free access. the receptionist shrugged and said "You want it, you pay".

The fruit and champagne was refused too.

On return home he contacted TR who said they'd investigate. A month later they wrote to say the hotel had not responded but they were chasing it up.

After another month, an almost identical letter arrived from TR.

It now appears that TR will just pass the buck and if the hotel won't respond they won't take any action.

I know this is trivial, but there's a principle involved. Do TR have any responsibility here or can they simply blame the hotel and wash their hands of the matter?

Former_MSE_Andrea

Hi

Travelrepublic has asked us to post on its behalf. MSE doesn't endorse anything a company says on the Forum.

Hi Zaksmum,

I’m very sorry to hear that your family member had trouble while in-resort. Could you please send us your reference to the email address community@travelrepublic.co.uk , so that was can look into this matter further for your relative. I would like to investigate where this delay has occurred and to see if we can resolve this situation as soon as possible.

Kind Regards,
Kristen, Travel Republic

FreddieFrugal

MSE_Andrea wrote: »

so that was can look into this matter further for your relative.

Love it when companies send 'formal' responses with grammar errors. Really builds trust in their competence. Should have seen the one we had from Diamond yesterday. Would have been more legible if written by a gorilla punching the keyboard with its fist.

Alan_Bowen

This is what happens when you don't buy a package holiday. Your contract is claimed to be direct with the hotel and TR will no doubt claim that the promises 'they' made were exactly what the hotel had told them to say. You might as well forget about TR and go straight to the hotel with your complaint. If they say they never made the offer in the first place, you may then have a claim for misrepresentation by TR....

Voyager2002

Did Zak's Mum pay by credit card? If so, since she can document that the services promised (and which formed part of her contract) were not provided, she has a claim against the card issuer, who in turn would probably deduct a corresponding amount from TR.

InsideInsurance

It is inevitable and reasonable that they would go to the hotel to get their version of events. You wouldnt be the first person in the world that claims not to have received something that you actually have.

Ultimately however the merchant should give up on trying to get the hotels version of events after a certain period of time and I believe ATBA gives its members 28 days on the first letter and seems to require a 2nd letter from you with another 28 days before they'll take on the case.

balletshoes

OP is there a reason your relative didnt contact TR as soon as the problem at the hotel arose?

zaksmum

MSE_Andrea wrote: »

Hi

Travelrepublic has asked us to post on its behalf. MSE doesn't endorse anything a company says on the Forum.

Hi Zaksmum,

I’m very sorry to hear that your family member had trouble while in-resort. Could you please send us your reference to the email address community@travelrepublic.co.uk , so that was can look into this matter further for your relative. I would like to investigate where this delay has occurred and to see if we can resolve this situation as soon as possible.

Kind Regards,
Kristen, Travel Republic

Hi Kristen. I have been away for a few days but just got back to yet another letter from Travel Republic, again identical to the first three.

So that's four times now TR have written to say the hotel is not responding to the complaint.

I will email you as suggested.