Help re. ABTA complaint against On The Beach please?

fifeken

annieco22 wrote: »

To cut a long story short, OTB are refusing to compensate me - despite their website falsely advertising the villa accommodation by failing to describe/omitting details of that tiny inadequate 6x6 two single beds wall to wall room as the second bedroom. They claim it's my fault for not doing enough research beforehand ( tho that 2nd bedroom isn't pictured or mentioned anywhere on the tinterweb), it's my fault as it's my expectations not their advertising that's caused this problem . . . . .

I tend to agree with them. If there was insufficient detail for you on their website the onus is on you to obtain that detail.

stripeyfox

It said there were two bedrooms and there were. The "emotional reasons" for your holiday are irrelevant unfortunately.

I can understand your frustration as it is a lot of money and it didn't meet your expectations, but strictly speaking (based on the online description) they operator is probably just about right.

jackieblack

I'm afraid the onus is on the customer to do proper research before booking. Had OTB falsely described the second bedroom, or published photos that were a false representation, you would have had a case.

Personally, the fact that there were no photos of the second bedroom would have raised massive red flags...

jackieblack

annieco22 wrote: »

is a 6x6 cupboard with two single beds in deemed as acceptable ?

A standard European single bed is 36x 78 inches
A 6' x 6' room is 72 inches x 72 inches

So either, the room wasn't only 6' x 6' (the room would have been 6 inches too short and the two beds would have been pushed together taking up the entire width of the room with no gap in between, and no room to open a door into the room - perhaps it was sliding door or opened outwards?)
or
the two beds weren't full size standard single beds, in which case you would have a valid complaint - if the room contained only 'smaller than standard' sized beds, that should have been stated, however they would probably have been described as only suitable for children/ not suitable for adults

stripeyfox

jackieblack wrote: »

A standard European single bed is 36x 78 inches
A 6' x 6' room is 72 inches x 72 inches

So either, the room wasn't only 6' x 6' (the room would have been 6 inches too short and the two beds would have been pushed together taking up the entire width of the room with no gap in between, and no room to open a door into the room - perhaps it was sliding door or opened outwards?)
or
the two beds weren't full size standard single beds, in which case you would have a valid complaint - if the room contained only 'smaller than standard' sized beds, that should have been stated, however they would probably have been described as only suitable for children/ not suitable for adults

Good points. The devil is in the detail. OP - do you have the exact measurements of the room or is 6' x 6' an estimate? I think it is fair to say that a 6' x 6' room is pretty small by anyone's reasonable standards for two people to occupy - you'd be pretty non plussed if you got a twin room that size in a £29 Premier Inn.

OP - your complaint should focus solely on the dimensions of the room and beds - the other stuff about your family's personal circumstances is probably hindering your complaint rather than helping it. It sounds like you've had a tough time and undoubtedly been through a very devastating experience with your grandchild, but honestly I don't think bringing that up is helping with this complaint.

System

The photos on the website didn't differentiate that the photos were only of bedroom one - so it didn't even occur to me that the second bedroom would be so tiny and bare!! Had the website annotated the photos with titles, and they all said bedroom one, I too would have been wary that no pics of bedroom two!
Why would I think that the 'four person' villa accommodation had two vastly different bedrooms? I could have researched till the end of time but there were no clues anywhere that there was one big roomy spacious well equipped bedroom and one teeny tiny unsuitable bedroom.
6x6 is my estimation, there were two single beds jammed in wall to wall with a gap in the middle where the door opened and nothing else in the room.
I can't work out how to add pics to make my description clearer, sorry.:embarasse:angry:

stripeyfox

annieco22 wrote: »

The photos on the website didn't differentiate that the photos were only of bedroom one - so it didn't even occur to me that the second bedroom would be so tiny and bare!! Had the website annotated the photos with titles, and they all said bedroom one, I too would have been wary that no pics of bedroom two!
Why would I think that the 'four person' villa accommodation had two vastly different bedrooms? I could have researched till the end of time but there were no clues anywhere that there was one big roomy spacious well equipped bedroom and one teeny tiny unsuitable bedroom.
6x6 is my estimation, there were two single beds jammed in wall to wall with a gap in the middle where the door opened and nothing else in the room.
I can't work out how to add pics to make my description clearer, sorry.:embarasse:angry:

The more I think about it the more I can see how annoyed I would be. Clearly a room of that size is not what you'd expect in a "villa" of that price. I could cope with a small room but I think it is reasonable to expect at least a little bit of room, a window, and some furniture BUT I suppose technically the description is correct.

Shimrod

stripeyfox wrote: »

The more I think about it the more I can see how annoyed I would be. Clearly a room of that size is not what you'd expect in a "villa" of that price. I could cope with a small room but I think it is reasonable to expect at least a little bit of room, a window, and some furniture BUT I suppose technically the description is correct.

There are some photos on Tripadvisor if you search the reviews for 'villa'. I would guess this is the OP's review with the bedroom photo. It's a sparse room, but I think unless the beds are smaller than normal unless it was described as 'luxury' it does seem to fit the requirement of sleeping two adults.



https://www.tripadvisor.co.uk/ShowUserReviews-g658907-d573459-r617781997-Eurostars_Las_Salinas-Caleta_de_Fuste_Antigua_Fuerteventura_Canary_Islands.html?m=19905

richardw

I agree with the OP it is inadequately described. It is reasonable to expect a bedroom in a ‘luxury’ villa to have more space.

pattycake

If the £5k covered flights, all inclusive board and the villa with private pool for 4 adults and a child, it’s hardly a “luxury” price.

Actually looks very nice on Trip Advisor and no other reviews seem to have an issue with the 2nd bedroom.