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rmc86uk
Forumite 14 posts
Hello everyone
We bought a package holiday with Jet 2 on 1/1/19.
The cost of this holiday was £1214
This was to go away on 5/7/19 for one week.
We bought this holiday online via Jet2 website.
This holiday was paid for via debit card
Jet 2 have emailed us on 14/6/19 just three weeks before we are due to go that the hotel pool area is out of bounds due to building refurbishment and that there is building work on the site next to the hotel.
They have said the hotel will let us have free sunbeds on the beach (we are not a beach couple). The other alternative is to move hotels but we have to pay the difference of which the next available hotel with pool is £500 extra for us.
After phoning them to sort they said they'd found us a hotel at same original price but this hotel does not have a pool either.
I have asked for Jet2 to pay the extra as I don't feel we should or get a full refund. They have said that because we go away in 20 days we will lose 90% of the total holiday cost. I feel it is not our issue as they only told us 20 days before we fly out.
I asked to speak to a manager of which they said they will have to get one call me back in 48 to 72 hours which puts us closer to the flying out date.
I am going to call ABTA and Citizens advice when they open tomorrow to see what we are entitled to.
I have since checked their website and they are still selling holidays to this hotel with no information about the pool being shut and building works (false advertising? Misleading?)
Does anyone on here know what we are entitled to and what agencies should I be reporting this to. I want to fire clear facts at them when hopefully they call me back tomorrow.
Thanks in advance
Russell
We bought a package holiday with Jet 2 on 1/1/19.
The cost of this holiday was £1214
This was to go away on 5/7/19 for one week.
We bought this holiday online via Jet2 website.
This holiday was paid for via debit card
Jet 2 have emailed us on 14/6/19 just three weeks before we are due to go that the hotel pool area is out of bounds due to building refurbishment and that there is building work on the site next to the hotel.
They have said the hotel will let us have free sunbeds on the beach (we are not a beach couple). The other alternative is to move hotels but we have to pay the difference of which the next available hotel with pool is £500 extra for us.
After phoning them to sort they said they'd found us a hotel at same original price but this hotel does not have a pool either.
I have asked for Jet2 to pay the extra as I don't feel we should or get a full refund. They have said that because we go away in 20 days we will lose 90% of the total holiday cost. I feel it is not our issue as they only told us 20 days before we fly out.
I asked to speak to a manager of which they said they will have to get one call me back in 48 to 72 hours which puts us closer to the flying out date.
I am going to call ABTA and Citizens advice when they open tomorrow to see what we are entitled to.
I have since checked their website and they are still selling holidays to this hotel with no information about the pool being shut and building works (false advertising? Misleading?)
Does anyone on here know what we are entitled to and what agencies should I be reporting this to. I want to fire clear facts at them when hopefully they call me back tomorrow.
Thanks in advance
Russell
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Replies
At this late stage, it comes down to how vital pool use is to your holiday. I’m sensing it’s really important so the obvious question is: Did you make absolutely clear that use of the pool was a requirement of the holiday when you booked? If you did, you have a stronger argument.
I suspect there’s something in their terms and conditions of booking that permits them to vary the availability of facilities. Also, things can happen that put a facility out of use at any time. For example, there might be a problem with the pool’s filtration system it a similar issue that put the pool out of use whilst you were there. What would the company be obliged to offer then?
This is planned works though, so you have grounds to push harder for a satisfactory solution but I’m not sure that you are entitled to use of a pool. Good luck.
Check with your bank.
Not knowing where you're going or the rating of the hotel you've booked it's hard to say if this is even possible, but if it's a tourist area with lots of large 4/5 star hotels this should be a possibility.
to be relocated . They would have been equal price to the one we chose at the time . I spoke to a friend in consumer law ( told JET2 it was my solicitor ) ended up getting a similar hotel for same price a few miles away . BTW what area is it . Mine was Los christianos Tenerife , P.S if the brocure has the pool as a selling point .Its the reason why you have chosen that hotel . Good luck and keep us updated
It's the hotel at fault, if anyone, not Jet2.
It comes down to whether they have broken their contract which isn't an easy thing to work out. Personal preferences play a massive part. Is the contract broken if only 5 of the 6 advertised bars are open? Probably not. However I would say not having pool access breaks the contract. Others may disagree.
I really think Jet2 should be offering a refund if they cannot move you to a similar hotel for free.