Mid-sold holiday

MoroccoJack

Hi,

new to this forum and looking for some advice please. 

We booked a holiday to Morocco after checking the agents website which stated that there was a kids club and kids play area.  They also had a heated indoor pool advertised in the same paragraph as outdoor pool with a separate heading for a spa. 

There was no kids club or kids play area and the kids were not allowed in the indoor pool as it was part of the spa and not a separate pool.  The cost to access this pool was also £25pp. 

We did speak to the customer service  in the hotel who helped as much as they could but could not make a kids club or play area and we were unable to use the spa together. 

We would have booked elsewhere had we known as this became a completely different holiday than expected. 

We ended up travelling for 21/2 hours to a different part of the country to spend 3 days with family friends so the kids could play together. 

We made the most we could but the kids were bored as they didn’t have any form of entertainment so this made the holiday a difficult experience for us. 

We did email the agents who simply offered a £50 refund for the lack of a kids club and kids play areaand took no responsibility for the information on their website.

they dismissed the indoor pool stating that a lot of hotels have the pool in the spa and not accessible to children and often chargeable which I would have accepted if the heated pool was mentioned under the Spa heading rather than pools. 

Any advice would be appreciated.  

Thanks in advance 

born_again

Was the kids club closed due to time of year?

TELLIT01

Many hotels closed kids clubs and similar due to Covid restrictions.

pinkshoes

Was there ever a kids club on site at some point? E.g. was it shut due to Covid or wrong season?

Who was it booked through?

Did you ask to be transferred to a more appropriate resort whilst there? Or was it booked direct through the hotel?

We're these family friends staying at the same hotel and you all then travelled together? Or where they staying at another resort already?