Holiday description complaint

JoC10

The £200 offered is a gesture of goodwill to compensate for the disappointment. Not for the incorrect description of room facilities, even though they have agreed that a system error caused the incorrect description on their website.
With regards to raising this with the hotel group, it was made perfectly clear to me by the hotel manager that I should take this matter up with the travel agent.
The room types were a standard room or family room. The family room stated the additional facilities which was why I booked that room type.
Should add we were a family 2 adults, 1 child age 8

Westin

Not sure why there is an apparent resistance to provide answers to the questions asked earlier.

We might be able suggest a recommended course of action but not if we don't have the facts and have to guess and make assumptions.

Given the next part of your story in post #12 I am wondering if you did in fact get the larger family room but not the mentioned extra facilities that you thought you would be receiving from the hotel description. This might explain the £200 offer as you received the larger room category for your stay (which is where the extra costs comes into things) but not some of the benefits you expected because of this 'web error', which you only now mention. It is that that they are offering the compensation for.

Not sure why you are drip feeding information and holding certain points back from us.

glentoran99

JoC10 wrote: »

Hi, New to the forum, but need some advice. Booked summer holiday to Majorca, room type on website stated air conditioning, free WiFi, flat screen Tv with satellite channels, free toiletries. Paid an additional £400 for this room type over a standard room. On arrival none of these facilities were available. Devastated, spent first 2 days of holiday complaining to hotel management, and travel agent. Ruined our holiday. Once home formally complained to travel agent who have offered £200 goodwill gesture. Not happy, raised a complaint with Abta who cannot help because the supplier is not an Abta member. The travel agent is an Abta member but was acting as an agent. I am so angry that they can sell a holiday that does not provide what I paid for. Where do I go from here? Thanks

Ruined your holiday? Really?

JoC10

Apologies for drip feeding info, my complaint is that I did not receive the facilities I had paid for as per the website description. I have used the room price difference to put a value on the refund I think should be given, otherwise I would just be guessing at a value. I'm not asking for a full refund of the hotel cost (which was £1,344, flights, flights seats, transfers and insurance additional to the £).
My thinking is that if I had purchased a product that did not have all the features as described then the product would be returned for a full refund. Unfortunately this was a service, so cannot return!
Hope that makes sense, am I right to complain about an incorrect description? Do I have a consumer right?
Thanks for all the replies, they are making me think !

bigadaj

Make a formal written complaint detailing your reasons and facts and state what you consider reasonable redress.keep record of postage and give them a time for response, maybe four to six weeks.

Normally you would then go to a regulator or trade body but doesn't sound this applies, so if they don't offer you a suitable response you are looking at small claims court.

leylandsunaddict

Which hotel was it?

Caz3121

JoC10 wrote: »

The room types were a standard room or family room. The family room stated the additional facilities which was why I booked that room type.

JoC10 wrote: »

my complaint is that I did not receive the facilities I had paid for as per the website description. I have used the room price difference to put a value on the refund I think should be given,

Can you confirm you booked a family room with facilities and received a family room without the facilities?
or did you receive a standard room instead of the family room?

JoC10

Was given a family room without facilities

Bogalot

JoC10 wrote: »

Was given a family room without facilities

So you did get something more, but not the full package. Were there no satellite channels, no English channels at all?

Is there any point in asking which hotel it is again?

JoC10

Main issues were no air conditioning and WiFi. The tv had the 1 English channel bbc news, although the tv was that old it was hard to find channels especially with no remote! Not the end of the world though, but nice to have as background noise. The point is the facility descriptions were not available.
Would knowing the hotel name make a difference to my complaint, or are people putting this on their lists of hotels to avoid!