Jet2 holiday not as described

Macca31111

Hi,

I'm looking for some advice as getting nowhere with Jet2 complaints.

Short of it is, we booked a self catering apartment in Benalmadena, Spain with jet2 holidays when we arrived the place was filthy, damaged not just the room but the whole place it hadn't been maintained well at all and the pictures used online by jet2 were the same ones from 6 years prior.
We also had to give a deposit of 200E to ensure we left it clean before leaving. 
I complained straight away and they sent cleaners to our room and replaced a broken chair. The cleaners had hardly done anything apart from mop the floor. There was a kick board missing in the kitchen area and underneath was disgusting, loads of old mouldy food and egg shells underneath still. The bathroom was even worse. I complained again to the jet2 rep the next day and asked to change rooms as there was loads of flies the hotel refused and i was put in a position where i had to show the cleaners what needed cleaning and they were not happy. The aircon had been leaking a long time and all the skirting boards and wood floor was blown.
After 4 days we requested to the rep that we would like to move as she stated the hotel wouldn't move us rooms. We couldn't stay there any longer. They eventually found us another place but it was a hotel so lost the cooking facilities and cost us another £3000 for 8days We also had to put our 16 year old son in a separate single hotel room as there was no family rooms. 

I'm looking to recover the added cost we had to pay out, I've tried the complaints dept with Jet2 and they long the communication out with only responding after 28days to each response so has been going on for months. We've tried CC company and they will not refund as that part of the stay was ok.

Shall i go the small claims route or shall i preserver with Jet2 or contact CC company again. 

Or does anyone know another route i could try?

I'm not just after a pay day we save hard to take the kids on holiday and its so expensive anyway in the school holidays and to not get what has been advertised is so frustrating. You only get a certain amount of holiday a year and waste precious time having to complain and move hotels and your own cost isn't right.

Thank you 

twopenny

I'm not just after a pay day we save hard to take the kids on holiday and its so expensive anyway in the school holidays and to not get what has been advertised is so frustrating. You only get a certain amount of holiday a year and waste precious time having to complain and move hotels and your own cost isn't right.

Thank you 

Hi Macca, I realise this is very emotional (been there myself) but the bit quoted is something you need to keep out of discussion because it's not relevant to a claim.

What do the T&C's say about problems with a property? Scour them thoroughly

Try to work out what you can complain about that you can prove. Did you take photos? These aren't always submisable but it makes a start.

Presumable the previous people, more than one family, didn't clean so sacrificed their deposit and the company didn't use it for cleaning.

I wonder why the cleaners when called in were reluctant to do a good job.

Did you show the Rep what the problem was?

"so lost the cooking facilities and cost us another £3000 for 8days"

Do you have receipts for this?

Is this food and drink that you wouldn't otherwise have paid for and is it just 3 meals a day?

If you would like to claim this sum it's a fairly large one so some proof will be needed.

"We also had to put our 16 year old son in a separate single hotel room as there was no family rooms. "

Did you have to pay for this extra room?

I wouldn't have thought a 16 yr old would mind having his own room so from that aspect it's not really claimable as unless he has additional needs it's not terrible.

Good luck.

Alan_Bowen

Jet2 are generally seen as one of the better travel companies, I presume you travelled at peak season when everything else was full? If you have got nowhere with the company then an alternative option would be to use ABTA arbitration, it is certainly a lot quicker than going to court and at the moment, it seems the arbitrators are being very generous towards customers, much to the tour operators' dismay! You can produce photographs as evidence of the accommodation together with receipts of your additional expenses

NoodleDoodleMan

It's unfortunate that many holidaymakers are unaware of the official complaints book procedure in Spain.

https://www.andalucia.com/living/consumer/complaints-book

The above guidance covers Andalucia, however it is similar in other local government areas.

Recourse to the Hoja de Reclamaciones should (in theory) encourage the management of a hotel or restaurant to take remedial action.

How effective it is ........................?