LoveHolidays

Sanied

Hello

I have recently returned from a holiday in Egypt, booked with Loveholidays. 

Turned out the hotel was a building site, with a major refurbishment of the main swimming pool and surrounding area. This work lasted the entire duration of our holiday.
It was supposed to be an ultra all inclusive 5 star resort
Came home, and sent in a letter of complaint, via email. They replied today, saying the hotel has investigated, and yes there was major refubishment going on, but are not offering any compensation, and have considered the matter closed.

Trying to deal with Loveholidays is difficult to say the least, via their app, or on the phone.

Can anybody suggest what my next steps should be?

screech_78

What did Love Holidays say when you contacted them whilst you were at the hotel? You needed to have given them an opportunity to remedy it. 

Sanied

screech_78 said:

What did Love Holidays say when you contacted them whilst you were at the hotel? You needed to have given them an opportunity to remedy it. 

Part of the problem is with Loveholidays, they were told by the hotel that their was "Annual Maintenance", this was actually a major refurbishment of the entire swimming pool area, and all surrouding areas.

However they never told me, the customer, as if i had been made aware i would have chosen another hotel or picked another date.

First i knew of it was the day after we arrived, the flight landed just after dark, and we were transported to our room via buggy around the outside of the complex, avoiding the building site. I raised it with the rep, the following morning, and never seen him again.

Aylesbury_Duck

How long did you stay, what was the total price of the holiday (minus the flights and transfers) and how much are you after?

lisyloo

What I would do in your situation is compare with the price of a hotel to a similar standard of what you actually got (with love holidays). Take screenshots and descriptions.
Send them a letter before action laying it all out and what you want within 15 working days. Personally I would send it recorded delivery (other may argue whether this is necessary but it's what I'd do for < £2).
I would not expect any customer service from them.

If you go to court or money claim online, expect to justify your claim.
e.g. evidence what you paid for say £3000
evidence similar example to what you got £2000
therefore asking £1000.

Also start keeping notes e.g. who you spoke to (rep- date/time) etc.

Did you pay any part by credit card?
If so how much?
Which card - visa, mastercard or amex?

TELLIT01

When in discussion with the rep on site was anything put in writing?

Sanied

lisyloo said:

What I would do in your situation is compare with the price of a hotel to a similar standard of what you actually got (with love holidays). Take screenshots and descriptions.
Send them a letter before action laying it all out and what you want within 15 working days. Personally I would send it recorded delivery (other may argue whether this is necessary but it's what I'd do for < £2).
I would not expect any customer service from them.

If you go to court or money claim online, expect to justify your claim.
e.g. evidence what you paid for say £3000
evidence similar example to what you got £2000
therefore asking £1000.

Also start keeping notes e.g. who you spoke to (rep- date/time) etc.

Did you pay any part by credit card?
If so how much?
Which card - visa, mastercard or amex?

Hi

I have already sent them a letter, got the template from another site. FIlled in my details and sent it to them, along with supporting evidence.

Their response was to contact the hotel in question, who said yeah we had a load of building work going on, however we did tell you(Loveholidays), i was never informed. 

Loveholidays closed the compliant that i raised.

My compliant was that if i had been informed, i would have delayed until after the work was completed, or cancelled and went somewhere else entirely.

I did pay for the entire holiday on a credit card,(Visa).

Sanied

TELLIT01 said:

When in discussion with the rep on site was anything put in writing?

Hi

No i have nothing in writing from them at that stage.

eskbanker

Sanied said:

lisyloo said:

Send them a letter before action laying it all out and what you want within 15 working days.

I have already sent them a letter, got the template from another site. FIlled in my details and sent it to them, along with supporting evidence.

Their response was to contact the hotel in question, who said yeah we had a load of building work going on, however we did tell you(Loveholidays), i was never informed. 

Loveholidays closed the compliant that i raised.

Just to be clear, did you send them a Letter Before Action, the purpose of which is to notify the recipient that you will initiate debt recovery proceedings in court if they fail to comply with your expectations?

If so, then you need to be prepared to follow through with the action, otherwise it'll just be seen as an empty threat....

What specific figure did you ask for and how did you calculate it?

lisyloo

Sanied said:

lisyloo said:

What I would do in your situation is compare with the price of a hotel to a similar standard of what you actually got (with love holidays). Take screenshots and descriptions.
Send them a letter before action laying it all out and what you want within 15 working days. Personally I would send it recorded delivery (other may argue whether this is necessary but it's what I'd do for < £2).
I would not expect any customer service from them.

If you go to court or money claim online, expect to justify your claim.
e.g. evidence what you paid for say £3000
evidence similar example to what you got £2000
therefore asking £1000.

Also start keeping notes e.g. who you spoke to (rep- date/time) etc.

Did you pay any part by credit card?
If so how much?
Which card - visa, mastercard or amex?

Hi

I have already sent them a letter, got the template from another site. FIlled in my details and sent it to them, along with supporting evidence.

Their response was to contact the hotel in question, who said yeah we had a load of building work going on, however we did tell you(Loveholidays), i was never informed. 

Loveholidays closed the compliant that i raised.

My compliant was that if i had been informed, i would have delayed until after the work was completed, or cancelled and went somewhere else entirely.

I did pay for the entire holiday on a credit card,(Visa).

Ok, but that’s not a “letter before action” which informs them you’ll be claiming in court.
you need to specify what you want e.g. £x and have a justification for it.
My suggestion was an equivalent from love holidays website of what you actually got e.g. no swimming pool or luxury facilities.
then you claim for the difference between what you paid and what you actually got.