Hidden charge

suesahn_2

Hi

I need some help please. Booked a holiday with a high street agent for one of their own holidays. It was for a villa holiday in florida which included a heated pool. On the page it stated that items marked with a * incurred local charges but none of the references to the pool had a * next to it. After booking I discovered that the pool incurred a charge of $35/day. I made a complaint regarding this and was basically fobbed off and told that if I wanted the pool heated then I would have to pay. I took the complaint further in which time they amended the website to show the charge. After a lot of haggling they have addmitted that there was an error on the page and it did not show the charge at the time of my booking. They have offered to pay for the pool heat and give me a discount voucher for my next holiday however I have lost faith in the company and do not want to travel with them but they will not refund my deposit.

Anyone have any suggestions?

Thanks in advance

Browntoa

yes , accept it was a genuine mistake (it happens)


they've offered compensation AND a discount voucher , you have no right to cancel the holiday

suesahn_2

Ok thanks

I've also spoken to Consumer Advice who gave me some help and have also reported them to Trading Standards (as in Consumer Advice have reported them) but my notes on it werent great so was hoping that written advice might be better but I guess that relies on everyone giving the same advice!

lincroft1710

You have no good reason to cancel the holiday. The company has acknowledged and rectified its mistake and given you a future discount. You are now paying the amount you expected to be paid.

Mistakes happen, it's not as if you found live alligators in the pool when you got there!

MothballsWallet

lincroft1710 wrote: »

You have no good reason to cancel the holiday. The company has acknowledged and rectified its mistake and given you a future discount. You are now paying the amount you expected to be paid.

Mistakes happen, it's not as if you found live alligators in the pool when you got there!

Or had prostitutes knocking on your door in the middle of the night looking for business.

agrinnall

lincroft1710 wrote: »

Mistakes happen, it's not as if you found live alligators in the pool when you got there!

There's still time, I don't believe the holiday has happened yet!

suesahn_2

Very true however it has taken weeks of arguing and complaints to director level for them to acknowledge the mistake. Had they done so in the start I would have been of that opinion but now I have no faith in them whatsoever and do not want to spend my money with them.

lincroft1710

suesahn wrote: »

but now I have no faith in them whatsoever and do not want to spend my money with them.

Sadly you have already done so by means of a deposit, which is most probably in the circumstances not refundable.

meer53

When are you travelling ? Been to Florida loads of times, never needed pool heating but always travelled June onwards.

timbstoke

If you've complained right up to Director level to get this fixed, why are you now not prepared to accept it after all that trouble?

You identified a problem, diligently raised it as an issue before your trip, the company have resolved it. That's exactly how its supposed to work. Enjoy your holiday and stop worrying about things that are already fixed.