EasyJet - Help - Missold Hotel

Derezzed

Hi , We have been sent this e-mail yesterday

'We're getting in touch with some important information about the hotel you've booked for your upcoming trip to xxxx When you made your booking, we said that there would be a Splash Park, Water Slides and a Children's Pool available for you to use during your stay. Unfortunately, this was an error in our content, and xxxx doesn't have this available to use. We're sorry about this, but wanted to let you know before you go. Because of this, you have a few options below All other details for your stay at xxxxx remain the same 

1. You can continue with this holiday as planned. If after hearing this news; you're still happy to travel on your booked holiday you cam If we dont hear from you by 16 May 2024, we'll assume that you're travelling as planned After this date; our standard terms and conditions on amends and cancellations will apply.

2. You can choose a new holiday. To do this, please get in touch with our team on xxxxx There won't be any admin fees to make the change, but you'll need to pay any difference between your existing holiday and a new one.

3. Receive a refund. You can get in touch with our team on xxx, who can cancel your holiday and process a full refund to your original payment method for this booking.

Whatever you choose, we can't wait to take you away on a brilliant holiday soon. '

Which was lovely just 1 month before we are due to go. We have contacted EasyJet and they are not willing to offer us anything but the value we paid for the hotel or go on the inferior holiday for the same price.

If you are to book the same hotel it is now £400 more expensive . We are in the position where we cant find the equivalent for the same money. As such it looks like our holiday that we were looking forward to cant go ahead.( this would be for our family 2 children and 2 adults) or atleast with less activities for the children to do. (which is the main reason we booked this hotel)

The back story is : the hotel has sold half of the site off and this would have been where these facilities are. 

Can anyone advise what we are to do??

Easy Jet apparently will not budge and have set us a deadline of next week for a answer. The have said if we wish to escalate this we can send a complaint. However we have been told that this wont be looked into for 28 days.

Thanks for reading 

cymruchris

Derezzed said:

Hi , We have been sent this e-mail yesterday

'We're getting in touch with some important information about the hotel you've booked for your upcoming trip to xxxx When you made your booking, we said that there would be a Splash Park, Water Slides and a Children's Pool available for you to use during your stay. Unfortunately, this was an error in our content, and xxxx doesn't have this available to use. We're sorry about this, but wanted to let you know before you go. Because of this, you have a few options below All other details for your stay at xxxxx remain the same 

1. You can continue with this holiday as planned. If after hearing this news; you're still happy to travel on your booked holiday you cam If we dont hear from you by 16 May 2024, we'll assume that you're travelling as planned After this date; our standard terms and conditions on amends and cancellations will apply.

2. You can choose a new holiday. To do this, please get in touch with our team on xxxxx There won't be any admin fees to make the change, but you'll need to pay any difference between your existing holiday and a new one.

3. Receive a refund. You can get in touch with our team on xxx, who can cancel your holiday and process a full refund to your original payment method for this booking.

Whatever you choose, we can't wait to take you away on a brilliant holiday soon. '

Which was lovely just 1 month before we are due to go. We have contacted EasyJet and they are not willing to offer us anything but the value we paid for the hotel or go on the inferior holiday for the same price.

If you are to book the same hotel it is now £400 more expensive . We are in the position where we cant find the equivalent for the same money. As such it looks like our holiday that we were looking forward to cant go ahead.( this would be for our family 2 children and 2 adults) or atleast with less activities for the children to do. (which is the main reason we booked this hotel)

The back story is : the hotel has sold half of the site off and this would have been where these facilities are. 

Can anyone advise what we are to do??

Easy Jet apparently will not budge and have set us a deadline of next week for a answer. The have said if we wish to escalate this we can send a complaint. However we have been told that this wont be looked into for 28 days.

Thanks for reading 

If you're not happy with what they're offering - take the refund and go elsewhere to completely different provider.

Were you planning to spend the week on the waterslide? Or was it a 'nice addition' to relax while you're back from your adventures exploring the local area?

If the former - then refund.

If the latter - continue as usual - enjoy your holiday - as there must be more to do than sit on a slide for the week.

Yes - it's likely not quite what you wanted - but you must still be able to have a pretty good holiday?

(What if you'd turned up and it was 'closed' due to essential repairs - would you be able to find something else to do? Probably yes?)

eskbanker

Derezzed said:

We have contacted EasyJet and they are not willing to offer us anything but the value we paid for the hotel or go on the inferior holiday for the same price.

Article 11 of the Package Travel Regulations requires them to reflect the inferior quality with a lower price ("Where the changes to the package travel contract [...] result in a package of lower quality or cost, the traveller is entitled to an appropriate price reduction"), but if they knock something off for that, while offering options of credit to another package or a refund, then they're likely to be compliant with their obligations:

https://www.legislation.gov.uk/uksi/2018/634/regulation/11

It could perhaps be argued that if the current sale price of the package is £400 higher than you paid, even allowing for the reduced facilities, then they ought to top up the credit option accordingly, to reflect the inevitable price increases closer to departure, but would that bring any tempting alternative hotels into play?

Edit: this last point is endorsed by the Ts & Cs linked in @Westin's post below:

we will endeavour to offer you the choice of:

• accepting a replacement holiday from us of equivalent standard and price, at the date of the change, if we are able to offer you one; or
• accepting a replacement holiday from us of a lower standard, at the date of the change if we are able to offer you one and recover from us the difference in price between the holiday originally purchased and the lower standard holiday; or
• cancelling your holiday with us and receive a full refund of all monies paid.

so it's the price at the date of the change that needs to be credited towards a replacement.

Westin

EasyJet Holidays seem to have fulfilled their obligations under the terms & conditions of the sale, classing the withdrawal of certain facilities as a significant change to your holiday.  I personally think you might have a problem using the ‘inferior’ holiday angle but agree certain facilities you had wanted are no longer available or have been withdrawn.

https://www.easyjet.com/en/holidays/info/booking-conditions

The three options that they have offered you are within the terms and conditions of your booking.

If you are going within the next 28 days then some compensation may be due. Ranging between £30-£50 per full paying passenger.

You have not mentioned the hotel but I wonder if there is a sister hotel with similar facilities that perhaps they would agree you could use.  Or perhaps there is a water park excursion and perhaps EasyJet Holidays/Hotel might contribute towards that day excursion cost.