LastMinute failed to mention pool closure

scrogz

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?

la531983

Name the hotel please. The info could be incorrect, it's easy enough to independently verify. 

scrogz

The hotel is Labranda Alyssa Suite Hotel, Calle España, Playa Blanca, the email came from the hotel.

la531983

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.

beckysbobbles12

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

beckysbobbles12 said:

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

You could phone the hotel to see what they say

+34828128800

Grumpy_chap

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

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.

la531983

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.