Holiday help!

ninicop

I booked a holiday two days ago and paid a deposit of £300 for a £950 trip. The following day I received my documents only to find we are a young family of 4 and have been allocated two separate rooms. I called the company and customer services were calling me back - three hours later I called them 29 times with no answer! I called the sales number where the guy was really rude and said he couldn't help I'd have to call customer services in the morning. I rang this morning and said after all this I wish to cancel. They won't let me without paying 100% of the holiday cost! This isn't my fault does anyone have any ideas what I can do please?

Pollycat

Did you definitely book a family rooms to sleep 2 adults, 2 children?

You may be able to prove what you asked for by phone records.

Which company did you book with?

I can sort-of understand the Sales guy saying you have to speak to Customer Services as it's his job to sell holidays and CS's job to deal with any questions/problems.

LABMAN

If you get nowhere with the holiday company is the holiday not salvageable if one adult and one child sleeps in each room?

ninicop

Thanks for your reply. I book a room for us as a family. The guy on the phone said it will be two bedrooms. Happy with that! But no - two completely separate rooms. The company is Hot Deal Holidays. All atol Tec otherwise I wouldn't have used them. Trouble is it's an Indian call centre. Yeah, I get I'd have to speak to customer services too , however, they were polite when they wanted my money and they became rude when there was an issue!

ninicop

It is, but why would I spend all that money on a "family holiday" and not be with my family? If the rooms were next door or opposite then possibly but this hotel has four blocks and they can't even say if we'll be in the same building! Maybe I'm being picky but I'd like to be with my family x

Pollycat

ninicop wrote: »

It is, but why would I spend all that money on a "family holiday" and not be with my family? If the rooms were next door or opposite then possibly but this hotel has four blocks and they can't even say if we'll be in the same building! Maybe I'm being picky but I'd like to be with my family x

I think this is unacceptable.
Unfortunately, I don't know where you stand legally - I hope somone will come along and help with that.

Is it possible to contact the hotel direct and explain the situation and ask if they can allocate connecting or adacent rooms?

wealdroam

ninicop wrote: »

The following day I received my documents only to find we are a young family of 4 and have been allocated two separate rooms.

Why did you only discover that you are a family of four when you received your documents?

Anyway, that aside, when you booked the guy told you it would be two bedrooms. Most hotel rooms have one bedroom don't they?
It may not have been wise to assume anything different.

Exile_geordie

ninicop wrote: »

Thanks for your reply. I book a room for us as a family. The guy on the phone said it will be two bedrooms. Happy with that! But no - two completely separate rooms. The company is Hot Deal Holidays. All atol Tec otherwise I wouldn't have used them. Trouble is it's an Indian call centre. Yeah, I get I'd have to speak to customer services too , however, they were polite when they wanted my money and they became rude when there was an issue!

unless you bought a suite or an apartment then what did you think 'Two bedrooms' would mean?

ninicop

Being as I'd been quoted a holiday for four people sharing I "assumed" it would be two bedrooms in the same suite. Wouldn't you?

paddyrg

Sounds like you need to call the hotel - it's them who'll allocate rooms, and they won't want to separate families f they can help it. 4-bed rooms are extremely unusual, larger rooms that could be 2 x 2-bed rooms, so dead money as well. To mitigate this, many hotels have adjoining rooms with a door between the rooms - this might be what you're getting.

I wouldn't presume to get a suite unless I'd booked a suite TBH

Pollycat

ninicop wrote: »

Being as I'd been quoted a holiday for four people sharing I "assumed" it would be two bedrooms in the same suite. Wouldn't you?

I book a lot of our holidays on line.

On the websites I use, they tend to say '1 bedroom apartment sleeps 4' or '2 bedroom apartment sleeps 4'.

I wouldn't necessarily have assumed that I was booking a suite - I would have checked at the time.

Have you tried to contact the hotel direct?