All inclusive facilities not available

MATTR5

I'm a Travel Agent and TUI and Jet2 have been brilliant - going forward I'm only booking these 2 companies until Covid is behind us - I would suggest you contact Travel Republic and see if you can cancel or amend to eg a self catering much cheaper - if not then just go on the holiday have as good a time as you can and then claim on return but you will need to prove that the facilities were shown so have you got screenshots etc 

I am a Travel Agent

My company’s ABTA/ATOL numbers are G9172/6053. MSE doesn't check my status as a Travel Agent, so you need to take my word for it. You can check my ATOL with the CAA. This signature is here as I follow MSE's Travel Agent Code of Conduct.

ibizalady

HI
I have a package holiday booked with Jet2 Holidays and the hotel has informed me they are closed for this year. I informed Jet2 as they did not contact me. All they will do is offer me a change before 31st July 2020 without admin fees. I am very disappointed and even emailed the CEO Stephen Heapy today. All I got in reply was the bog standard.....it is out of our power due to coronavirus pandemic etc and I am not apparently entitled to a refund.
I thought that if a hotel is not available as booked I would be entitled to a full refund of monies paid - in this case it is only £450 as we are due to pay balance August 22nd.
I have travelled with them many times in the past with no issues. Apparently I have to pay the balance and wait until the 'ops team' get round to contacting me with options. I do not want options I want a refund  so I can re-book at my leisure and not be pressured into changing it now to 2021 and paying an inflated price.
Any ideas ?

Westin

I would suggest you read through the Jet2Holidays terms and conditions as I feel your situation is covered. 

Bottom line is that what you have been told is basically correct.  

If your original hotel is not available then unfortunately no automatic right to a full holiday refund. The change needs to be ‘significant’. The booking terms will tell you what is classed as significant and what is not.  Jet2Holidays have the obligation to offer and provide a hotel of equal or higher standard to the one booked. If they cannot then you can seek a refund but if they offer another 4* hotel in the same resort then that fulfils their obligation.

Holiday changes will be worked through in date order and I expect they are still busy.

Whilst waiting for them to contact you perhaps look through their brochure/website to see what other accommodation might suit you, then be prepared to negotiate to this if you feel the alternative offered is not suitable.

Pollycat

I agree with Westin.

If you are paying your balance on 22/8, your holiday is probably around the end of October.

Jet2 will probably be looking at alternative hotels to offer clients.

[Deleted User]

bmistry said:

My hotel has cancelled entertainment,  buffet, 2 restaurants, football, volleyball, water polo, gym, kids club, rooftop bar closed, limited space in and out of pool. I'm going with 2 other families and we cannot sit together now. That's what I paid for for my children. Can I cancel knowing that these facilities are now not available and will I get a full refund. 

I booked with Jet2 this week. All inclusive in Lanzarote....
Find out now half the restuarants closed, bars, spa, kids club not running. Not happy.
There is no reason why the hotel should not have made this clear on their website. Blaming Covid is crazy. I get the impression they'd rather not admit they can only run a limited service so as not to put people off.

bradders1983

paulfoel said:

bmistry said:

My hotel has cancelled entertainment,  buffet, 2 restaurants, football, volleyball, water polo, gym, kids club, rooftop bar closed, limited space in and out of pool. I'm going with 2 other families and we cannot sit together now. That's what I paid for for my children. Can I cancel knowing that these facilities are now not available and will I get a full refund. 

I booked with Jet2 this week. All inclusive in Lanzarote....
Find out now half the restuarants closed, bars, spa, kids club not running. Not happy.
There is no reason why the hotel should not have made this clear on their website. Blaming Covid is crazy. I get the impression they'd rather not admit they can only run a limited service so as not to put people off.

Erm, why is it crazy given that will be the exact reason? Local authorities in Spain have put varying restrictions on hotels depending on where in Spain you go.

ibizalady

Pollycat said:

I agree with Westin.

If you are paying your balance on 22/8, your holiday is probably around the end of October.

Jet2 will probably be looking at alternative hotels to offer clients.

I don't want an alternative hotel

ibizalady

Westin said:

I would suggest you read through the Jet2Holidays terms and conditions as I feel your situation is covered. 

Bottom line is that what you have been told is basically correct.  

If your original hotel is not available then unfortunately no automatic right to a full holiday refund. The change needs to be ‘significant’. The booking terms will tell you what is classed as significant and what is not.  Jet2Holidays have the obligation to offer and provide a hotel of equal or higher standard to the one booked. If they cannot then you can seek a refund but if they offer another 4* hotel in the same resort then that fulfils their obligation.

Holiday changes will be worked through in date order and I expect they are still busy.

Whilst waiting for them to contact you perhaps look through their brochure/website to see what other accommodation might suit you, then be prepared to negotiate to this if you feel the alternative offered is not suitable.

The term 'significant' can mean very different things to different people. A change of hotel is significant to me and my family!

Travel regulations state:
**(4) The organiser must, without undue delay, inform the traveller in a clear, comprehensible and prominent manner **
This was not done - I had to inform Jet 2 of the hotel closure!

**(b)the traveller does not accept a substitute package,

the organiser must refund all payments made by or on behalf of the traveller without undue delay and in any event not later than 14 days after the contract is terminated.**

Does this not mean anything???

Pollycat

ibizalady said:

I don't want an alternative hotel

ibizalady said:

The term 'significant' can mean very different things to different people. A change of hotel is significant to me and my family!

Travel regulations state:
**(4) The organiser must, without undue delay, inform the traveller in a clear, comprehensible and prominent manner **
This was not done - I had to inform Jet 2 of the hotel closure!

**(b)the traveller does not accept a substitute package,

the organiser must refund all payments made by or on behalf of the traveller without undue delay and in any event not later than 14 days after the contract is terminated.**

Does this not mean anything???

Westin and I were just saying what Jet2 are likely to do as your hotel is closed.

I didn't make the rules up or write the T&Cs.

Please don't shoot the messenger.

Thank you.

ibizalady

I am not trying to do that and I appreciate any help.
I have read that the terms and conditions often do not follow the travel regulations so was trying to get help regarding that

Thank you