Due to go on 20th july, hotel been changed but not all facilites open

79Panda · 14 July 2020 at 6:49PM

Hi, booked with an online travel agent in January. Have been struggling to get in touch with them in last couple of months. Due to go to Tenerife on monday 20th, family holiday with 2 kids (8 &11) . company has now changed hotel on sunday but all facilities are not open.... we emailed hotel directly... holiday company responded to the message we sent back on sunday saying it was not suitable ... saying they can refund hotel and transfers but not flights as they are non refundable. i messaged again yesterday saying we have kept up all our payments and as the hotel facilities are not open it is not the holiday we have booked and paid for. no response and cannot get through on phone. Travel insurance says no cover for this. any advice would be greatly appreciated!

eskbanker · 14 July 2020 at 7:02PM

Much will depend on the scale and significance of the missing facilities - some should be expected in current circumstances but if you're looking to justify a refund for a package then you'd need to make an argument that you're missing out on a lot. However, if it's a package then if they accept that they can't provide any one of its components then they need to offer you a refund of them all, i.e. they can't wriggle out of refunding the flights if they accept that they're unable to supply a suitable hotel.