LastMinute failed to mention pool closure

My son booked a five day holiday to Lanzarote through LastMinute, as it is his first time he just wanted somewhere to chill out by the pool and decided on “All Inclusive”, within half an hour of paying £1200 he received an email saying the pool would be closed for his entire holiday, which lastMinute had failed to mention.

I understand that the flights are non-refundable as he would have to claim this from the airline, but he still wants to go, so will use these flights.

LastMinute cannot offer another hotel of the same standards and are refusing to refund the £550 for the hotel but have offered a credit note or £400 refund. Should he be offered the full £550 as a refund?


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Comments

  • la531983
    la531983 Posts: 2,728 Forumite
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    Name the hotel please. The info could be incorrect, it's easy enough to independently verify. 
  • The hotel is Labranda Alyssa Suite Hotel, Calle España, Playa Blanca, the email came from the hotel.
  • la531983
    la531983 Posts: 2,728 Forumite
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    edited 19 September 2023 at 10:12AM
    Well straight away Google Maps confirms the hotel has "pools", so plural.

    Jet2 website confirms it has three pools. What does the letter actually say, does it say one pool is shut or all three? 

    Edit - saying that they all seem to be connected. 

    To be fair 400 of the 550 cost for the hotel bit seems more than reasonable, it's nearly 75%. 
    Its very generous. He still has a roof over his head, all other facilities are seemingly available, and given its an all inclusive he is getting all his food and drink chucked in, a pool being closed does not deserve a full refund of the cost.

    TUI, Easyjet or Jet2 websites dont say the pool is closed, although maybe it wont until I put some dates in. A review to TripAdvisor posted yesterday doesnt say its shut either.  

    It could be a case of bad timing and they only did get the email from the hotel soon after the booking.
  • Have they explained why they are closed? Maintenance or because it's winter? It's odd that it wasn't listed on the website as they're usually good at disclosing information.

    When is he planning to go? If it is shortly and they're closed because it's winter then it's likely they'd be too cold to swim in anyways. He'll still be able to lounge by the pool.

    I don't think there's much you can do I'm afraid.
  • la531983
    la531983 Posts: 2,728 Forumite
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    edited 19 September 2023 at 11:51AM
    Have they explained why they are closed? Maintenance or because it's winter? It's odd that it wasn't listed on the website as they're usually good at disclosing information.

    When is he planning to go? If it is shortly and they're closed because it's winter then it's likely they'd be too cold to swim in anyways. He'll still be able to lounge by the pool.

    I don't think there's much you can do I'm afraid.
    Its the Canaries, I have been regularly in October, December, January and February, its still hot. That wont be the reason.

    You are right he will still be able to go by the pool or sunbathe on his room terrace, guessing its a lifeguard issue or maintenance.  400 quid back out of 550 is beyond generous if nothing else is shut.
  • martindow
    martindow Posts: 10,533 Forumite
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    You could phone the hotel to see what they say

  • Grumpy_chap
    Grumpy_chap Posts: 17,690 Forumite
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    edited 19 September 2023 at 8:59PM
    scrogz said:

    My son booked a five day holiday to Lanzarote through LastMinute, as it is his first time he just wanted somewhere to chill out by the pool and decided on “All Inclusive”, within half an hour of paying £1200 he received an email saying the pool would be closed for his entire holiday, which lastMinute had failed to mention.

    I understand that the flights are non-refundable as he would have to claim this from the airline, but he still wants to go, so will use these flights.

    LastMinute cannot offer another hotel of the same standards and are refusing to refund the £550 for the hotel but have offered a credit note or £400 refund. Should he be offered the full £550 as a refund?


    Five day holiday.  That's four nights.
    Hotel cost £550 = £137.50 per night
    Refund £400, so the hotel cost becomes £150 = £37.50 per night
    What else could he get for that rate?
    The refund seems generous to me and I'd be biting their hand off.

    As a comparison, my wife and I stayed in a UK spa-hotel recently and the whole pool / spa etc was all closed.  We got nothing off for that.
  • silvercar
    silvercar Posts: 49,112 Ambassador
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    If all you plan on doing is a fly and flop holiday and spend the days sitting by the pool or being in the pool, then the lack of a pool is significant. I would want another hotel.
    I'm a Forum Ambassador on the housing, mortgages, student & coronavirus Boards, money saving boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Forum Ambassadors are not moderators and don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com.
  • la531983
    la531983 Posts: 2,728 Forumite
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    If the OP ever returns maybe he or she can tell us what dates this holiday is, because I still can't see anything on any tour operator site about a pool closure. 
  • Ms_Chocaholic
    Ms_Chocaholic Posts: 12,703 Forumite
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    Where was this/is this.  I'd love to book then complain about no pool and get that discount too.
    Thrifty Till 50 Then Spend Till the End
    You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time
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