Refund on non refundable hotel due to incorrect details

corper

Booked a weeks package with Onthebeach for next Feb to fuerteventura which is all inclusive. I started to see reviewers state that there were issues with the accommodation due to thefts and being charged to "rent" a kettle for the stay as well as being charged for a TV.

There is nothing on the listing regarding these extra costs but as I bought a non refundable option if I want to change the hotel I will lose the whole cost. To be honest I never saw the refundable option which was only £30 more looking at it now. I have offered to pay a penalty / admin fee but it doesn't look like they will budge on this.

My question is where do I stand seeing that the listing is incorrect? I have a screenshot of the listing and Onthebeach have had confirmation from the hotel that the extra charges exist.

Any help appreciated, thanks.

richardw

Are hot drinks included?
Will you be too busy doing things to watch tv?
Are you taking valuable things with you?

If your think otb have misrepresented, call them up and discuss.

corper

Not just about that, but if I hadn't booked all inclusive then wouldn't have that option. Plus why should we have to trek all the way to the restaurant just to get a drink?

Seeing as recent reviewers have raised issues with the hotel it seems risky to visit, especially as so many people seem to have their apartments robbed. So rather than risk going and having issues when we are there I would like to change the hotel now rather than having to claim etc on my return.

richardw

Find something else similar on their website and ask for that alternative.

corper

If you had read the post you would if seen that they have refused and would lose all of my original cost.

jonesMUFCforever

Most hotels charge you for tv/ remote - whether it is so many euros per day or a lump sum at the start which you get back if you return it at the end of the holiday.
Take your own travel kettle if it bothers you that much?

You have 2 options - pay for what you need/use or don't pay and don't use them.
You won't get any money back - sorry.

maman

jonesMUFCforever wrote: »

Most hotels charge you for tv/ remote - whether it is so many euros per day or a lump sum at the start which you get back if you return it at the end of the holiday.
Take your own travel kettle if it bothers you that much?

You have 2 options - pay for what you need/use or don't pay and don't use them.
You won't get any money back - sorry.

Good advice re the travel kettle but I have never stayed in a hotel where I was charged for a kettle or tv. Occasionally hotels don't provide them but when they are there they've been free with the only exception being certain 'adult' TV channels which I've avoided.

corper

Ok just to be clear it isn’t just about the kettle and tv.

There seems to have been some sort of change in management company for the complex what I have read which is what has caused the comments from reviewers. Apart from the tv and kettle cost there are issues with security, all inclusive not being full all inclusive I.e. restrictions on times, drinks and certain food options.

Just trying to see if there is a way to swap hotels without losing all the original cost. Would rather pay a penalty to swap than end up fighting for claims on my return due to not getting what is listing .

bagand96

You will need to raise a complaint with OnTheBeach so contact them and ask what their formal complaints procedure is.

Take a look at ABTA advice, as OTB are members. Although before ABTA get involved you’ll need to follow the internal complaints procedure within OTB. https://www.abta.com/help-and-complaints

If you’re going down the mis-selling route then this is usually quite technical and the issues you have raised may not be deemed as misselling. I.e. did the information from OTB say there were kettles in the room? I presume it would say a TV was in the room. Again be certain that nowhere are additional charges applicable, both in the hotel information page, and perhaps more generically within the T&Cs. Even with all that covered I’m not sure whether it would count as missold.

TELLIT01

Did the information on the site say kettles and TV were included in the price of the apartments, or did you simply assume that. If it was your assumption alone then you have no comeback as false information has not been provided.

corper

Says provided