LowCostHoliday - Holiday from Hell

photome

MasterPoo wrote: »

I've now got all the paperwork in front of me.

The following was all stated and clearly written in bold on all the relevant documentation.

"Ground floor, 25th Anniversary, important ground floor please."

Transfer Voucher and Accommodation Voucher both state:
"Hotel/apartment Intertur Waikiki Apartments in Palma Nova"

On this Transfer Voucher, the Receptionist crossed it out and wrote, "Hawaii Torrenova"

CORRECTION from earlier post: They used Visa Debit, not Credit card.

They also took out the Travel Insurance with Lowcostholidays directly. I will have a read and see if there is anything there, probably not! It was arranged by Rush Insurance and underwritten by Travel Insurance Facilities, who are regulated by the FCA.

I dont think your friend was treated very well if they were not admitted to were they had booked for, that does seem strange given what some others have posted.

But as for the important ground floor request , I dont know of any hotels that will gtee requests

Poppy9

Having looked at the hotels, which it's clear from the info about AI that they are adjoining as there is limited service in Waikki and you have to go over to main hotel so they were lucky to be placed in main site to save them walking to get food/drinks.

Therefore I would focus the complaint on the attitude of the shuttle driver (assume it was booked as part of holiday) and that they were not notified of the change of allocation of accommodation so this added to the stress when they were left roadside.

Don't think they will get much in compensation out of this, if that is what they are hoping for.

meer53

If there's a lift, why would ground floor be so important ?

lea2012

Your friends were not dropped off in the middle of nowhere, they were dropped off in the middle of palma nova /magalluf one of Europe's biggest holiday resorts! They were dropped off outside there original hotel, which is right next door to the hotel that they moved them too. I don't imagine they had that much trouble figuring out where to go too, it's usual in these circumstances for the original hotel to put a sign on the door showing them where to go. And if not the area is full of bars and restaurants and everyone in the resort is either English or speaks perfect English.

As it's right next door to their original hotel the location would have been useless for them anyway so they would have been up the proverbial Creek without a paddle even if they'd stayed there! We went in the hawaii when there and it seemed busy with plenty of entertainment etc so they wouldn't have had to go very far if they didn't want too. The pool was open, as was the outdoor bar and there was a supermarket on site.

MasterPoo

lea2012 wrote: »

Your friends were not dropped off in the middle of nowhere, they were dropped off in the middle of palma nova /magalluf one of Europe's biggest holiday resorts! They were dropped off outside there original hotel, which is right next door to the hotel that they moved them too. I don't imagine they had that much trouble figuring out where to go too, it's usual in these circumstances for the original hotel to put a sign on the door showing them where to go. And if not the area is full of bars and restaurants and everyone in the resort is either English or speaks perfect English.

As it's right next door to their original hotel the location would have been useless for them anyway so they would have been up the proverbial Creek without a paddle even if they'd stayed there! We went in the hawaii when there and it seemed busy with plenty of entertainment etc so they wouldn't have had to go very far if they didn't want too. The pool was open, as was the outdoor bar and there was a supermarket on site.

Lea once again I will repeat, what is a stressor to you might not be a stressor to me. Were you present when they were dropped off at midnight in what for them IS a foreign environment?!?!?!

With due respect I am not going to go back and forth with you trying to justify how terribly they have been treated. Based on THEIR experience of THEIR holiday, they were badly treated.

MasterPoo

Thanks to you all for constructive feedback.

Re: "Hotels cannot guarantee requests", noted, thank you.

They have decided to just write a letter of complaint and leave it at that. Lesson learnt from them and next time they book a holiday they will thoroughly check that company is registered with ATOL/ABTA and next time they will book with a credit card.

Once again, thank you.

meer53

MasterPoo wrote: »

Lea once again I will repeat, what is a stressor to you might not be a stressor to me. Were you present when they were dropped off at midnight in what for them IS a foreign environment?!?!?!

With due respect I am not going to go back and forth with you trying to justify how terribly they have been treated. Based on THEIR experience of THEIR holiday, they were badly treated.

With due respect, you weren't there either.

I'd hardly call Palma Nova a "foreign environment"

It's nice that you want to help, but how do you know that they aren't exaggerating slightly ? You don't, which is why it would probably be best if they wrote the letter. They're not elderly or unable to do this, they're quite capable of travelling to Spain, why are you writing on their behalf ?

I have the same "health conditions" as your neighbour. Plus others. It doesn't render me incapable of complaining if i feel i need to.

flashnazia

It sounds as though your neighbours were tired and overwhelmed so they completely overreacted when they were dropped off and ruined their own holiday by their overreaction and are now trying to blame the company.

Having said that, Lowcost holidays are notorious for being below par but I can't see the big deal here. Next time book with a more reputable company that has an in-resort rep so that there is someone who can help with any niggles.

budgetflyer

My dads 77 has mobility issues too but would have coped even on his own. They had 2 teenagers.
The only real problem i see is a couldnt give a toss taxi driver. The world is full of those!
Sometimes if needs are so specific then a good independant TA is maybe a better idea than online.

djtuffcat

The Waikiki apartments are being completely renovated over this winter and are to become a part of the Hawaii hotel. So yes, the hotel does exist but is having a complete overhaul.
I have stayed at both the Hawaii hotel and The Hawaii apartments in the past. Both are situated up the steep incline of the Torrenova with the Hotel first and the apartments behind. I found the incline up to the Hotel a struggle let alone up to the apartments and i'm of good health.
The Hawaii apartments do have their own dining area and do offer AI without having to eat at a different hotel plus their rooms have had a recent overhaul so in my opinion they got a better deal in that respect.