Jet2 & Hotel closed

OAB

Good Morning. 

In February, we booked a package holiday with Jet2 for November. We found a decent enough deal for a 4-Star at Half board and was paying for it in installments.

A few days ago we was found that the hotel we was booked in, would be closed for refurbishment. We didn't find this out through Jet2. This has never happened before and I am not particulary sure what the policy is.

Yesterday I rang up Jet2 and they was really unhepful. 

Phone call 1 - The lady was clearly sat outside in her garden as the wind kept on breaking the phone call up. She advised of no changes, then saw that there was. She said there had been an offer of moving hotel, but to a 3-Star at self catering. Annoyed that the phone kept breaking up, I just ended the phone call. 

Phone call 2 - I got through to another lady who seemed really helpful and nice. She said completely the opposite to above and said no offer of alternative accomodation was on the system. She leaves me on hold to look into this and comes back with two options, I take a refund or change and pay the difference. She thought that offering the refund was really kind of Jet 2. Well, I would expect to be the very least they could offer. Anyway, I was disappointed with this. 

The prices right now for the same holiday are crazy. They have risen £250pp and I can't see how this is even fair. Whilst I am understanding that this is out of the control of Jet2, it's also out of our control too and we are left to pick up the pieces.

Does anyone know what the policy of procedure actually is for this? Because I have a feeling it might not be what they have told me?

Thanks for any advice.   

[Deleted User]

She's given you your two options. There aren't any others.

The prices rises are inevitable, as demand has dropped but suppliers have fixed costs to cover. It's not a case of being fair or unfair, just a reality.

bagand96

The policies and procedures are covered in the Terms and Conditions that you agreed to when booking:

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.

Significant changes: If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below. Examples of a significant change are: change of your UK departure airport; complete change of destination/resort; a change of more than 12 hours to the time you leave the UK or your destination; if we downgrade your accommodation by one full star rating (where applicable). If we have to make a significant change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid for the holiday, except for any amendment fees. We will tell you the procedure for making your choice. We will pay compensation as detailed in clause 10 below for all significant changes except where the major change is due to an “unavoidable and extraordinary circumstance”.

There is relevant legislation, the Package and Linked Travel Arrangements Regulations 2018.  The Jet2 policies are compliant with this.

They have to offer the same standard of accommodation in the same resort.  If they can't offer that, they have to offer a refund.  Often people in this situation just get told the hotel is changing and don't have the option of a refund.

OAB

bagand96 said:

The policies and procedures are covered in the Terms and Conditions that you agreed to when booking:

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.

Significant changes: If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below. Examples of a significant change are: change of your UK departure airport; complete change of destination/resort; a change of more than 12 hours to the time you leave the UK or your destination; if we downgrade your accommodation by one full star rating (where applicable). If we have to make a significant change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid for the holiday, except for any amendment fees. We will tell you the procedure for making your choice. We will pay compensation as detailed in clause 10 below for all significant changes except where the major change is due to an “unavoidable and extraordinary circumstance”.

There is relevant legislation, the Package and Linked Travel Arrangements Regulations 2018.  The Jet2 policies are compliant with this.

They have to offer the same standard of accommodation in the same resort.  If they can't offer that, they have to offer a refund.  Often people in this situation just get told the hotel is changing and don't have the option of a refund.

 Thanks for the reply. They have offered us a alternative - but it's a star down and no meal options. I don't think is completely fair. 

Westin

November is a long time off.  Which hotel is it? Are you sure it will still be closed in November rather than the renovations complete and you benefiting at staying in a fresh and modernised hotel?

bagand96

OAB said:

bagand96 said:

The policies and procedures are covered in the Terms and Conditions that you agreed to when booking:

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.

Significant changes: If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below. Examples of a significant change are: change of your UK departure airport; complete change of destination/resort; a change of more than 12 hours to the time you leave the UK or your destination; if we downgrade your accommodation by one full star rating (where applicable). If we have to make a significant change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid for the holiday, except for any amendment fees. We will tell you the procedure for making your choice. We will pay compensation as detailed in clause 10 below for all significant changes except where the major change is due to an “unavoidable and extraordinary circumstance”.

There is relevant legislation, the Package and Linked Travel Arrangements Regulations 2018.  The Jet2 policies are compliant with this.

They have to offer the same standard of accommodation in the same resort.  If they can't offer that, they have to offer a refund.  Often people in this situation just get told the hotel is changing and don't have the option of a refund.

 Thanks for the reply. They have offered us a alternative - but it's a star down and no meal options. I don't think is completely fair. 

It would be unfair if that was the only thing they offered. But they're offering you a refund.

If they'd offered a hotel in the same resort with the same star rating and meal options... they wouldn't have had to offer a refund, even if the hotel wasn't to your personal taste. 

OAB

They are renovating October - April. 

I just don't really understand it. They seem to think that giving a refund is really nice of them, all we would want is a similar hotel at a similar price to when we booked. 

By the look of the responses, it seems we aren't going to get that.

Westin

Which hotel?

Have you looked at what other hotel options Jet2 Holidays have in the resort? Perhaps an option to negotiate reasonably for an alternative you are happy with.  Bagand96 kindly posted your options laid out within the booking terms.