JET2Holidays - Booking Problem

brumptk

Hi
I booked a holiday with my friend in January for a trip to Dubrovnik in September this year. 
Whilst looking for our perfect trip we had 3 main stipulations, twin beds, pool and does breakfast. The same hotel kept coming up, Hotel Uvala. So this is the one we decided to book, the main thing being it said standard double or twin. 
As soon as we booked the holiday we immediately messaged Jet2 and the hotel to ensure it would be twin beds. 
The hotel replied and said they would do what they can. Jet 2 replied that they had messaged the hotel. 
Within a week or so I received an email from Jet2 to advise there had been a change to my holiday "With this in mind, we have been advised that the Standard Double or Twin room has changed its name to Standard Double room. Please note, only double beds are available in this room type"
I immediately contacted customer services who advised that this is now the case even though when we booked it said twin room. They said the only allocation they had for this hotel was double beds. They said that as we had emailed the hotel ourselves this is the only thing we could do and hope for the best. 
The responses from the hotel say just that, we will try but cannot guarantee. 
I contacted Jet2 again this time via email and as a complaint and received this response, 
"

Thanks for your email to Jet2holidays.

 I’m sorry you’re disappointed with the email you received, letting you know the Standard Rooms we contract are now all Double Room’s. I appreciate this isn’t ideal as one of your ‘must haves’ was a Twin Room.

 On occasions the facilities and rooms we advertise for hotels can change for many reasons. In the case room types change it’s more than likely our allocation at the hotel was altered. It’s then our decision to continue with the bookings with the new room allocation, or cancel the bookings. As we advertised the rooms could be a Twin or a Double, the decision was made to continue with the bookings as we couldn’t guarantee a room type at the beginning as this was request only.

 While I acknowledge you’d like the assurance you’ll have a Twin Room, I’m only able to echo the comments from my colleagues. We can now only honour Standard Double Room’s and not Twin Rooms. We have sent a request to the hotel asking them to allocate you a Twin Room, but it can’t be guaranteed"

Can anyone advise on how to proceed in ensuring we have a twin room without the cost to us. 

Thanks

Katie 

bradders1983

Simple answer is you can't.

NoodleDoodleMan

Email the top man, Stephen Heapy.

sheapy@jet2.com

heatherw_01

You can't assure it from reading that. They have requested one for you but it can't be guaranteed.
You can cancel the booking if needed

TELLIT01

If you want the guarantee of twin beds the only thing you can do is cancel the current holiday.  As Jet2 has confirmed they can no longer provide what you originally booked they shouldn't charge a cancellation fee.

bagand96

brumptk said:

 So this is the one we decided to book, the main thing being it said standard double or twin. 

The problem you have is that the information on the Jet2 site said "Double or Twin".  This is saying you will get one or the other but is no guarantee of receiving a specific type either way.

This is quite common, if you look at the same hotel on booking.com the rooms are listed as:

- Double/Twin Room with Balcony and Sea View
- Double Room with Balcony and Park View
- Superior Room with Balcony and Sea View
- Economy Double or Twin Room

Some hotels and websites will list rooms like this, whereas others will specify Double and Twin rooms separately so you know what you are getting.  If I ever definitely need a Twin Room I only ever book a site which lists them separately.

The only way forward is trying again with the hotel to see if you can get enough assurance that you will get a Twin room - although they probably won't 100% guarantee it.

Your other option, if it is a make or break, is to try and get Jet2 to allow you to cancel for a refund.  You're not entitled to in their T&Cs but they may allow you as a goodwill gesture.  Given that your communications with them have turned up the change of room type anyway at their end - you might be able to get them to agree to this.  Interestingly, the Jet2 website today still says "Double or Twin" so maybe point that out to them when you get in touch (and screen shot it with the date for proof!)

leylandsunaddict

Twin beds weren't booked or guaranteed originally.  Nothing has changed.  Jet2 have no standard twin bedded rooms listed on their website. All double or twins are seaview rooms. 

NoodleDoodleMan

In our experience most double beds in holiday hotel rooms are 2 singles put together.

That's no guarantee that's what you'll get of course.