Holiday Disaster

katylou2

HI

Me and my partner recently went to Mexico for new year and paid nearly £3000 for 5* all inclusive and paid for upgrades extra, however when we got there we were more like 2* self catering. we weren't allowed to use hardly any of the facilities without extra cost so ended up spending more money than expected when going all inclusive. There were too many issues to put them all on here but I wrote to the holiday company and asked for our money back as I feel we were miss sold this holiday and spent a fortune to feel like we never had a holiday. It is so upsetting as we are saving for our first house and feel like the dream holiday was a waste of money. I got a letter back from the company saying they'll investigate and get back to me in 28 days. After 28 days they wrote again saying sorry there still investigating. I have never complained about anything before so not sure how to go about this but I am so upset that I feel I cant leave it. Can anyone advise me on what to do next ie. write to them again or leave them to get in touch but I feel there are just humouring me some what.

Help please Thanks!!!!!

richardw

There's http://www.on-holiday-claims.co.uk

jonesMUFCforever

I think you are being unrealistic to claim all of the monies back - the flights presumably took you there?
Did you keep receipts?

Pollycat

katylou2 wrote: »

HI

Me and my partner recently went to Mexico for new year and paid nearly £3000 for 5* all inclusive and paid for upgrades extra, however when we got there we were more like 2* self catering. we weren't allowed to use hardly any of the facilities without extra cost so ended up spending more money than expected when going all inclusive. There were too many issues to put them all on here but I wrote to the holiday company and asked for our money back as I feel we were miss sold this holiday and spent a fortune to feel like we never had a holiday. It is so upsetting as we are saving for our first house and feel like the dream holiday was a waste of money. I got a letter back from the company saying they'll investigate and get back to me in 28 days. After 28 days they wrote again saying sorry there still investigating. I have never complained about anything before so not sure how to go about this but I am so upset that I feel I cant leave it. Can anyone advise me on what to do next ie. write to them again or leave them to get in touch but I feel there are just humouring me some what.

Help please Thanks!!!!!

What facilities did you have to pay for?

Was this specified in the brochure?
E.g. motorised sports aren't often included in AI.

I agree with jonesMUFCforever - it is unrealistic to ask for a full refund in the circumstances you describe.

What issues did you have in the standard of the hotel?

Did you have any issues with food/drink?

katylou2

Yes we weren't allowed to use the restaurants just the buffet and only allowed to use one bar which was always closed and if we wanted to use the bar with entertainment on we had to pay for drinks. This was never said when booking as there just said we were 5* all inclusive buffet 5 restaurants and 4 bars. We paid to ups grade to an ocean view suite but had a room at the back that was run down and no ocean view. We booked transfers from the airport but were picked up by two Mexicans with no id in an old car with tinted windows and lowered suspension typical boy racer car in England then at the hotel gates were transferred in to big new air conditioned taxi to drive into the complex.

katylou2

jonesMUFCforever wrote: »

I think you are being unrealistic to claim all of the monies back - the flights presumably took you there?
Did you keep receipts?

Yes obviously the flights took us there and I think 3000 pound for a holiday is giving lots and you should get what u pay for and what the brochure says.

~Beanie~

Can you give us a link to the brochure?

Did you complain upon arrival that you had upgrade to an ocean view room but hadn't been given one?

roonaldo

Sounds shocking and clearly not as advertised. What hotel is it so we can avoid? leave a review on Trip Advisor too.

thegirlintheattic

Are you 100% sure that it didn't have asterisks next to the facilities in the brochure (or online) - they usually mean an extra charge is payable.

Was it 5* or 5 Thomson stars? Big difference. Also star ratings vary from country to country.

Were the res truants completely out of bounds or did you get a chance to have a meal booked there once during your stay? Quite common for Thompson hotels to have the buffet then have a la carte restaurants where you get one meal in per week if you book it (for free) at the desk.

You have a right to complain about the ocean view if you paid extra. Ditto bar if it was not open during the published hours (assuming there was no disclaimer than opening times may change depending on season).

katylou2

We booked it through teletext holidays and just said 5* we have all the booking confirmation that says 5* all inclusive ocean view suite we complained when there but staff weren't very helpful then complained to someone else and they moved us to there sister hotel which was a better room but still couldn't use the facility's. I am going to put a review on trip adviser but want to sort it with them first but seems as if there just saying there investigating and not actually. I'll have to write to them again giving them a deadline as they already broke the deadline they set themselves

Icequeen99

If it just said 5* all inclusive, how did you know what was included exactly? Was there more detail than just that before you booked?

IQ