All inclusive holiday was woefully poor- complaints route?

Andrew1981

Hi, I hope someone can advise.

My girlfriend and i booked a holiday through Loveholidays - flights, transfer, hotel. The hotel - all-inclusive in eqypt was billed as 5 star.ive been on enough holidays to know that Egypt 5 star isn't really a 5 star, but this was something else.

You may have seen in the paper yesterday about a partly demolished hotel in Hurghada..this was the neighbouring hotel with shared facilities. The complaints, : ..

No beer for the first 2 days (in an all inclusive!!!)
Inedible food
Virtually no entertainment
Shoddy rooms with broken fittings
Multiple advertised facilities didn't exist like mini golf, volleyball table tennis.
The entire gym spa facility was closed the whole time
The hotel grounds were downright dangerous, eg to walk to the gym you had to walk past derelict buildings, holes in the ground, piles of rubble, broken windows empty swimming pools - with nothing to stop to entering these areas. Very relaxing ' dream' holiday .

We moved after 4 days. I complained to love holidays on day 1. In a slow to and fro they asked for photos which I sent etc. By day 4 they said it was 'wear and tear'.... No beer and closed facilities?!
We moved to another hotel that i just booked on booking.com .that was fantastic with everything as advertised. Love holidays are now saying that as we moved we have no claim.

I have photos and videos, witness statements. It is ATOL holiday and booked with credit card.

What would you suggest is the right route? The hotel element cost £400, plus multiple hours spent complaining and it really did ruin the holiday. Im not after compo, just money back for the rubbish hotel that was a clear case of misrepresentation.

Thanks in advance

Andrew

Ganga

Can you name the hotel in question so others do not fall into the same trap.

DoaM

If you can evidence your claim, raise a section 75 claim with your card provider.

Andrew1981

I can evidence as listed below. So is it better to go section 75 than with ATOL?

It was the emerald hotel, as part of golden 5 city. Avoid it all!!

theonlywayisup

I do not wish to sound unsympathetic and this has no bearing on your claim (as clearly any description should be as advertised) what was the £400 element for - two, one of you, how many days? It perhaps may have given an indication of what you might expect (which should not have been different to that advertised).

DoaM

But bear in mind that this is the "off season" so prices are much lower to try and attract custom. Thus price isn't as significant as you believe - £400 could still be relatively high.

theonlywayisup

DoaM wrote: »

But bear in mind that this is the "off season" so prices are much lower to try and attract custom. Thus price isn't as significant as you believe - £400 could still be relatively high.

Unless I missed it, I am not sure when the OP travelled. This may well be the "off season" and it may be the peak season. So the price may be insignificant or significant.

Andrew1981

I travelled last week, so very much off season. It was the price for two for just the hotel. It's towards the lower end of the 5 star All inclusive, but there are plenty cheaper, and of course a lot more expensive. Trip advisor reviews seemed ok, with it being rated #60/237 hotels, but i suspect many of those were fake. We paid for 7 nights.

DoaM

theonlywayisup wrote: »

Unless I missed it, I am not sure when the OP travelled. This may well be the "off season" and it may be the peak season. So the price may be insignificant or significant.

A fair comment, but I presumed the OP would have been relating a recent experience not one from months ago. As it happens the OP has confirmed by belief.

theonlywayisup

DoaM wrote: »

A fair comment, but I presumed the OP would have been relating a recent experience not one from months ago. As it happens the OP has confirmed by belief.

Thankfully the OP has updated which means you don't have to guess that I could have meant months ago or perhaps longer. As it is, I didn't know and neither did you.

baza52

less than £30 a day for AI. what did you expect lol

Also why would you take the dangerous walk to the gym if it was closed for the duration of you're stay?
quote "The entire gym spa facility was closed the whole time
The hotel grounds were downright dangerous, eg to walk to the gym you had to walk past derelict buildings, holes in the ground, piles of rubble, broken windows empty swimming pools - with nothing to stop to entering these areas"