Holiday misrepresentation?

pigeonpants

any thoughts advice please.



Booked a family holiday through Thomson paid an additional £168 for room upgrade to kids theme apartment. (Bunk beds, bean bags, PS2 and tv in the room) or so we thought. please see pictures in link

http://www.thomson.co.uk/destinations/europe/spain/menorca/santo-tomas/apartments/mestral-and-llebeig-apartments.html

Not there on arrival so reported to reception told that we need to pay 100 euro deposit, asked about TV told to use the main TV in living accommodation, decided that was not fitting the "kids den" apartment

reported issues to resort Rep said they would look into it and get back to me, they never did other then posting their customer satisfaction survey under the door.

Submitted a complaint on return to UK , today received a call from the after travel team saying that after investigating my complaint the following was concluded.

I had booked a "kids theme" apartment and not a kids den. I said these are the same as there is not a kids theme available to book. I maintained that the site is misrepresenting what you receive for the additional cost and wish to take the matter further.

Would appreciate some rational thoughts on the matter. Am I missing the point?

Tigsteroonie

I would agree with you. I've just followed through the stages of making a booking for next year. On the information page about the complex they refer to apartments with a "kids' den" but on the accommodation selection page, they have "kids themed suite". I would expect them to be one and the same, i.e. the kids themed suite would have the bunkbeds, extra TV and PS2.

pigeonpants

Thank you
I asked them to confirm the main elements of the conversation in writing as I intend to take the matter further, not sure of the intended direction yet!

pigeonpants

What would be the suggested next step, as I believe the additional suppliment I paid for the room upgrade was not recieved.
thank you

jacques_chirac

Can you clarify what you feel you did not receive? The verbal description states the tv is in the living area - this is what you need to rely on, as the pics are only a representation. It is normal to pay an additional deposit for high value items such as a Playstation.

pigeonpants

Jaques
The website makes the destinction between the types of appartments and makes it clear in my view what we should have received.

Apartment facilities
1 bedroom apartments sleep up to 4 adults with a twin bedroom, sofa-beds in the living area, air-conditioning, kitchen, TV and large balcony or terrace with garden view.
2 bedroom apartments sleep up to 6 adults with facilities as per 1 bedroom apartments plus an extra twin bedroom with en-suite bathroom.
3 bedroom apartments sleep up to 8 adults with facilities as per 2 bedroom apartments plus an extra twin room and en-suite bathroom.
2 bedroom apartments with kids' dens sleep up to 6 with a twin bedroom with en-suite bathroom, a themed kids' den bedroom with bunkbeds, TV and Playstation2™ and 2 sofa-beds in the living area. Cots on request, at a charge.

So I am claiming that having paid the additional charge it was reasonable to expect what was described.

jacques_chirac

Sorry, I still not seeing what you did not get - what does a 'kids theme apartment' have that an 'apartment with kids den' does not? The apartment facilities only lists the latter, so I would reasonably assume they are one and the same.

pigeonpants

I assumed the same and therefore expected the additional facilities as listed and paid for, the after travel them are saying that I booked a kids theme apartment and not a kids den. There are no such kids theme appartments only kids den.

jacques_chirac

pigeonpants wrote: »

I assumed the same and therefore expected the additional facilities as listed and paid for, the after travel them are saying that I booked a kids theme apartment and not a kids den. There are no such kids theme appartments only kids den.

What exactly did you not receive?

pigeonpants

The "kids den" themed or otherwise contained bunk beds that's it! No TV no PS, no seating. I paid an upgrade of £168 and received nothing different from a standard two bed apartment

jacques_chirac

pigeonpants wrote: »

The "kids den" themed or otherwise contained bunk beds that's it! No TV no PS, no seating. I paid an upgrade of £168 and received nothing different from a standard two bed apartment

The description does not state there is a tv in there, only in the living area. The PS was available but you needed to leave a deposit - quite reasonable for a high value item.

I think the problem here is that the description was vague in the first place, so was open to misinterpretation. Too late now, but I would have asked for clarification before I booked. For now, I would simply be asking that they changed the description to be more clear.