Hotel changed by operator.

Saintee2014

My daughter and her friends booked a holiday April 2020 for June 2021 through Jet2. We have been advised today that the hotel booked is no longer available and they have been moved to another hotel but in a different resort! We have been advised that to get a hotel in the same resort they will have to pay the difference in cost which is over £1000. I believe they have breached their contract and not offering like for like. My daughter and her friends should not have to pay the difference. They do not wish to cancel. Any advice would be greatfully received.

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Westin

Saintee2014 said:

My daughter and her friends booked a holiday April 2020 for June 2021 through Jet2. We have been advised today that the hotel booked is no longer available and they have been moved to another hotel but in a different resort! We have been advised that to get a hotel in the same resort they will have to pay the difference in cost which is over £1000. I believe they have breached their contract and not offering like for like. My daughter and her friends should not have to pay the difference. They do not wish to cancel. Any advice would be greatfully received.

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Given the change in resort they would have the right to cancel and receive a refund.

Jet2 Holidays’ obligation is to offer the same or a higher standard of accommodation in the same resort or area.   

Unfortunately no ‘right’ to insist on a much more expensive hotel.  By all means seek a mid point position and attempt to negotiate an alternative which works better for them, perhaps offering to pay some part of the higher costs.  Sadly expecting Jet2 to absorb £1000 is not realistic.  They will simply cancel the holiday.

I don’t see your daughter getting her own way on this one. She doesn’t wish to cancel and doesn’t want to pay an extra amount. Something needs to give.

twopenny

What do they're terms and conditions say?

There is often a get out clause that allows them to change hotels for a valid reason but those last words don't appear ever and the OTC's take advantage of this

But you need to check the small print.

Westin

8. If we change your holiday

It is unlikely that we will have to make any changes to your travel or accommodation arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. We will contact you by email and/or phone to discuss. Please check your email account regularly for emails from us. 

Insignificant changes: Sometimes facilities described in our brochure/website may be withdrawn for reasons beyond our control. Where possible, we will tell you about the withdrawal of any facility as soon as possible. Insignificant changes also include alteration of your outward/return flights by less than 12 hours, an additional airport stop en route to your final destination, changes to aircraft type, change of accommodation to another of the same standard, change of embarkation/disembarkation point to another in the same city or region and changes of carriers. No compensation is payable for insignificant changes to your holiday.

twopenny

The problem here seems to be that the girls want the resort they chose and have been given another - could be the same standard.

April 2020 when the virus really kicked off has made a lot of changes to hotels closed or opening with higher charges. A problem with 3rd party suppliers is what negotiations they have made. If the choosen hotel had to close the company would have lost that booking and had to make another at a later date.

The benefit of booking a hotel direct is that they are more likely to refund or advance a booking to a customer. A company working on cheap holidays doesn't get that advantage. They negotiate block bookings for set dates.

'My daughter and her friends' - how many? For 4 people £250 extra each for the hotel they want is a decision they have to make. If there's more of them then it will be less pp.

NoodleDoodleMan

I wonder what resort the original booking was for, and the one to which the party is being moved to ?

Sometimes these locations in the very popular destinations are more or less adjacent to each other.

zagfles

Why do people book so far in advance? Particularly in the current situation. Problems like this always likely to arise, flight changes, hotel changes, peoples' circumstances changes so pulling out etc...

Westin

I have a feeling Saintee2014 is not returning...