All inclusive facilities not available

Westin

ibizalady said:

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???

Indeed it can mean different things which is why the booking terms and conditions clarify the meaning between the two parties. Keep in mind you accepted these conditions and the definition of the terms when you booked.

pattycake

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.

I cannot see how you thought everything would run as pre-covid on an all inclusive holiday.  It’s obvious that bars, restaurants, entertainment will run at reduced capacity.  I had 2 all inc holidays booked.  One in June and another in October.  A quick look at what’s happening in Spain convinced me that the holiday I had booked was not what was on offer.  I have amended both bookings to 2021 at very little extra cost.  Both trips were with Tui who incidentally refunded a cancelled April holiday in an acceptable time frame.

Dr_Crypto

We always used to do DIY. However, since TC we have favoured packages for the bucket and spade runs. BA Holidays and Jet2 both seem to carry some excellent hotels.