On the beach in 2 weeks-help.

andy69_2

I have a holiday booked with on the beach to Turkey flying 2 weeks on Thursday. 
I paid my full balance on booking.

As it stands I am not sure on the flight as when I look at the easyJet website it looks like the first one leaving Liverpool to Antalya is not until 6th August.

2 weeks ago my hotel emailed me directly saying they are closed for the remainder of the season and won't be open. I also rang them to confirm this.

I immediately informed on the beach through their official messaging app and also on email, Twitter and Facebook. 

I've had no reply from them whatsoever except some automatic emails.

The emails say on the lines of ' since the update from FCO we are happy to tell you you're still going on holiday and we can't wait to get you on the beach' etc etc.

They have obviously not acknowledged my hotel is closed and they simply won't reply. I'm stressed out as I haven't got a clue what is going on or what my options are.

If my flight is still going ahead but my hotel closed, am I entitled to a full refund for the whole holiday from on the beach or do I have to choose an alternative (if they ever get back to me)

Or will I only receive the hotel costs back?

Also, what if on the beach don't get back to my by the date I'm due to travel, what am I supposed to do to ensure I get my money back?

I've written to ABTA but their reply can take 28 days. 

TIA for any answers to my questions.

Mrsn

It seems likely that it will be cancelled but I know right now that doesn’t take away your stress.

If the flights do depart and your hotel is closed then OTB can choose to offer you alternative accommodation that is the same or a better equivalent. They may or may not do this...

If the flights don’t depart and the hotel
is closed then realistically you aren’t going but you will need to wait for confirmation of this.

whatever you do don’t cancel this yourself as you will lose all your money!!

elsien

Is it booked as a package holiday?
If so, and they cannot fulfil some of the elements, the whole package is void by default and you are entitled to a refund. But they need to cancel it, not you. 
It does really depend on how it was booked though. Do you have an atol certificate which refers to a package?

[Deleted User]

All agents are working strictly in date order of travel and although not good for stress levels it is all they can do with so many to deal with.   Just keep watching and looking at your account section with them.  You know it is very unlikely to go ahead so you are prepared for that, but just wait for that cancellation.  As others say do not be tempted to cancel it yourself thinking you will get a refund quicker.

andy69_2

elsien said:

Is it booked as a package holiday?
If so, and they cannot fulfil some of the elements, the whole package is void by default and you are entitled to a refund. But they need to cancel it, not you. 
It does really depend on how it was booked though. Do you have an atol certificate which refers to a package?

Thanks for the reply..

Yes it is booked as a package holiday as far as I am aware.
I've looked at the atol cert and for some reason it only seems to over the hotel and transfers. Around 3500 but the total holiday cost was around 5100, not sure why it's not the full amount?

andy69_2

Mrsn said:

It seems likely that it will be cancelled but I know right now that doesn’t take away your stress.

If the flights do depart and your hotel is closed then OTB can choose to offer you alternative accommodation that is the same or a better equivalent. They may or may not do this...

If the flights don’t depart and the hotel
is closed then realistically you aren’t going but you will need to wait for confirmation of this.

whatever you do don’t cancel this yourself as you will lose all your money!!

Thank you. 
Would I have to accept a different hotel wether it's superior or not, or can I still ask for a refund?

elsien

andy69_2 said:

elsien said:

Is it booked as a package holiday?
If so, and they cannot fulfil some of the elements, the whole package is void by default and you are entitled to a refund. But they need to cancel it, not you. 
It does really depend on how it was booked though. Do you have an atol certificate which refers to a package?

Thanks for the reply..

Yes it is booked as a package holiday as far as I am aware.
I've looked at the atol cert and for some reason it only seems to over the hotel and transfers. Around 3500 but the total holiday cost was around 5100, not sure why it's not the full amount?

Maybe how it was booked the flights were not part of the package but were booked separately? What does your credit care statement say about the timings of the flight and hotel bookings?

andy69_2

I didn't use a credit card unfortunately as I don't have one. I will start using one to book holidays in future though. They took the whole payment at once though so I'm sure it's classed as a package but I'm not quite sure. I just feel so stressed about it with nobody to talk to from on the beach. 

macman

Give us some facts to go on: what is the exact wording on the ATOL cert, bottom r/h corner? 
Yes, they can offer you a hotel change as long as same or better standard, same location, same dates, then it's not a significant change.
Credit card is not relevant; as long as you used a debit card then you can do a chargeback if the service is not provided and a refund is not forthcoming.

andy69_2

macman said:

Give us some facts to go on: what is the exact wording on the ATOL cert, bottom r/h corner? 
Yes, they can offer you a hotel change as long as same or better standard, same location, same dates, then it's not a significant change.
Credit card is not relevant; as long as you used a debit card then you can do a chargeback if the service is not provided and a refund is not forthcoming.

andy69_2

But the total cost of holiday is 5100. 
So to confirm even if they change my hotel and I don't want to change it, I have to move and can't request a refund?