Sunmaster - Big problems!

cluskeyuk

Good Morning All,

I'm just looking for a bit of advice. Myself and my partner booked our honeymoon in Marrakech from Sunmaster.co.uk, found a really good deal in a nice little Riad, a suite over two floors, adults only, perfect.

I logged onto my e-mails yesterday and had an e-mail from Sunmaster. "Unfortunately the Riad has been closed until further notice" and giving us alternative accommodation. The alternative is terrible, big complex of apartments, small pokey apartment, and the first 5 reviews I read on it were far from good - complaints about bed bugs, debris falling through ceiling etc. So not how we imagined spending our honeymoon.

I spent the whole day arguing with them that this is not an "alternative" as it is not comparable to where we were staying, and the said that was the only option available. I asked for a refund and was told we would not qualify for one as this isn't a substantial change to booking terms.

Out of interest I contacted the Riad direct to see whether they were in fact closed, and couldn't believe I had a reply from them within a few hours saying they have rooms available on the dates we wanted (one of which is the suite which should be booked in our name).

Does anybody have any ideas what I should do? Getting v.stressful as we are getting married on 6th April and due to fly on honeymoon on the 7th April.

Thanks,

Adam

Alan_Bowen

Don't Google 'Sunmaster Complaints' for a start!! Go back to Sunmaster and tell them you have established they lied and either provide the accommodation or refund you so you can book direct with your choice of accommodation. A Riad is not the same as an apartment block.


Secondly, check your ATOL Certificate, in the bottom right hand corner should be the words, 'Package Holiday' or 'Flight Plus' As a general rule you have more rights if you buy a package, if it is Flight Plus your contract is not with Sunmaster at all. All you have done is pay them to create contracts with different airline and accommodation suppliers. Almost certainly there will be a named supplier of the accommodation who may for some reason no longer be prepared to deal with Sunmaster, I won't speculate on the reasons, but if Sunmaster refuse to help, contact the accommodation agency directly.

cluskeyuk

Thanks for looking at this for me. I have looked at the ATOL certificate and it says 'Package Sale' in the bottom corner. Although in an e-mail I have had from them they are saying they will contact their supplier.

I have contacted the accommodation direct just to confirm they have our booking so will see what they come back with.

Saint_Chris

Sorry I can't help you, but maybe this could help,


I had a problem with alpharooms regarding them telling me a hotel was closed, it wasn't they've over booked like you I found out by phoning the hotel. They too moved me to a hotel miles away and nothing like what I'd originally booked.


I tried and tried to get them to sort it out. But they just wouldn't until I gave them 24 hours to come up with something else, I told them I'd contacted Simpson Millar solicitors (specialist in travel) and that simpson millar had said to give them 24 hours to come up with something suitable to us or to contact them back.....(little white lie


I told the girl on the phone I wanted to speak to a supervisor, and did, I just said I've e-mailed you giving you 24 hours to come up with something suitable and near to where my original hotel was, if nothing came of it, I would be contacting simpson millar back and letting them take it up for me, result 6 hours later they booked me into another hotel near to where I was originally booked, and at no extra charge.


funny how threatening them with a solicitor (one who knows the game) worked.


it worked for me maybe it could for you.


here's a link to where I found out about the solicitors.


http://www.holidaytruths.co.uk/forum/simpson-millar-solicitors-t147960.html

cluskeyuk

Thank you for that link - I will keep that up my sleeve for the next load of rubbish they come back to me with! May actually give them a call too to get a bit of advice, cheers!