I need help with teletext holidays

Katiedel1985

Hi all,

I’m in desperate need of help regarding Teletext holidays!!

So basically they’ve sold my friend and I an holiday that we didn’t ask for.... we’ve been given room only when we specifically asked for self catering! We confirmed with the agent at the time of booking that there is cooking facilities within the room he replied with ‘yes’ room only and self catering are the same.

I’ve phone teletext holidays several times to try and sort the issue, their customer services is absolutely shocking, the staff are so rude and are refusing to change the room, the only way we can change is if we pay for another hotel.

Teletext holidays have agreed to sending us the telephone recording of the time of booking where the agent clearly stated that we was booking a self catering holiday, but I’m very doubtful that I will receive this, and if I do receive it what should I do with it?

I’ve asked for a refund, they’ve obviously declined.
I’ve asked for a change of hotel, I can do that if I pay and extra £709 on top of what I’ve already paid.

Can anyone please offer any advice?

Many thanks Katie 😊

Katiedel1985

I forgot to mention that I have phoned the hotel direct, they’ve looked at my booking and confirmed that it is a room only reservation.

Westin

The recording of the call will be important as if it states you asked for SC then Teletext should honour this.

The £709 price difference between RO and SC seems greatly inflated. Are you sure this is correct?

Perhaps also look at alternative SC options in the same area that Teletext feature to see if another lower priced SC option could be a compromise.

Katiedel1985

Teletext are saying we have to pay for the accommodation we’ve booked and also the new accommodation, I have honestly never known customer service like this! My friend and I are going to see citizens advice later on to see if they can help us..... we only wanted to take the children away somewhere

bradders1983

Katiedel1985 wrote: »

Hi all,

I’m in desperate need of help regarding Teletext holidays!!

So basically they’ve sold my friend and I an holiday that we didn’t ask for.... we’ve been given room only when we specifically asked for self catering! We confirmed with the agent at the time of booking that there is cooking facilities within the room he replied with ‘yes’ room only and self catering are the same.

I’ve phone teletext holidays several times to try and sort the issue, their customer services is absolutely shocking, the staff are so rude and are refusing to change the room, the only way we can change is if we pay for another hotel.

Teletext holidays have agreed to sending us the telephone recording of the time of booking where the agent clearly stated that we was booking a self catering holiday, but I’m very doubtful that I will receive this, and if I do receive it what should I do with it?

I’ve asked for a refund, they’ve obviously declined.
I’ve asked for a change of hotel, I can do that if I pay and extra £709 on top of what I’ve already paid.

Can anyone please offer any advice?

Many thanks Katie ��

My bold - that bit doesnt actually confirm either that there are cooking facilities within the room though. I went on many a s/c holiday as a kid where we ate out every night as no cooking facilities were in the room. Are you 100% sure he said cooking facilities are available?

Katiedel1985

He 100% said that there was cooking facilities as I stated we needed them due to us taking small children.

Westin

How is the (unnamed) accommodation described on their website in terms of RO vs. SC?

Katiedel1985

It was described as self catering, when we was searching for the holiday we put in just self catering in the filter on their website! We honestly feel robbed, teletext are saying the only way we can change it is to book another room or hotel but we still have to pay for the room only one! I don’t understand how they can do this.

Westin

The search result would return SC options but many properties offer multiple board bases so the search may have also returned various options.

Which accommodation is this please?

Katiedel1985

senator mar menor golf course

Westin

The website copy is IMO confusing.

The accommodation seems to offer Room Only, Bed & Breakfast and Self Catering.

Under General Description the copy states “Serena Golf has 174 apartments. The apartments for 2/4 people have 1 bedroom, a bathroom, double sofa bed, and the apartments for 4/6 people have 2 bedrooms, 2 bathrooms and a double sofa bed. They all include: Terrace, Separate kitchen equipped with oven, microwave, washer/dryer and dishwashes, Bedding, Air conditioning, Satellite TV, WIFI Access” - which to me suggests at first glance that all units have a kitchen and therefore SC is possible.

Under Facilities however it states “The rooms are equipped to offer guests the maximum in comfort. They come with a fully fitted private bathroom with a shower and a hairdryer as well as a direct dial telephone, Internet access, a safe and a minibar (charges apply). They are also equipped with individually adjustable heating, a TV and a terrace. - which now seems to describe more a hotel rather than apartment layout.

I suspect the website copy is not written by Teletext and instead uploaded from the hotel or a bed bank. It seems fairly poorly written and I suspect that the Teletext agent was probably reading from the same website copy and equally confused. To obtain a sale they probably told you what you wanted to hear rather than them taking time to check it for you.

They are also being lazy in suggesting you buy the stay again. Given the mistake I would like to think they would spend sometime correcting the matter with them calling their supplier and getting it changed. Seems they are looking to try and brush you off. The phone recording may well help to confirm you specifically asked for SC, were assured it was SC, yet they booked you RO.

Another route might be to contact the accommodation again and ask and arrange directly to upgrade from the booked RO to a SC unit.

Hope you get it sorted.