Proceeding with ABTA Attribution

rhona0511

I am unsure whether to proceed with ABTA attribution due to reading the success rate is poor and also costs £150 to proceed into this stage. And any advice would be appreciated.

List of problems bulleted of which main one is first one (scary)

• on our first morning we went for breakfast and partner got a coffee from the coffee machine, thought it was a coffee bean in his mouth to realise it was a cockroach!!!

• tried to overcome and go for lunch and daughter cut her mouth on the crockery (every single piece of crockery was chipped of cut even glasses)

• we couldn't make any hot beverage in the room due to the kettle being full of lime scale of which was coming off every time you put water in

• curtains were torn and damaged

•  I had to dry my daughter’s hair as who plugs in a hairdryer next to the sink!!!

• All doors were damaged and rotten

• Mould was everywhere in the bathroom, shower was broken and made horrendous noise when was using

• Property was just in really bad repair, damaged and rotten

Due to all of this that happened my partner has been in room and in bed ill since Monday - the anxiety from the cockroach and also due to the sheer dirtiness of this hotel. It was extremely uncomfortable, dirty (you went into the shower in noise and stepped out and by time you got the bedroom feet were black!)

 We were unable to eat in the hotel since this ordeal and myself and daughter ate out for breakfast, lunch and dinner!! Not really the point of an all inclusive holiday.

 I have photos of all the bullets including cockroach in coffee.

Was investigated and was told was isolated situation been unlucky and would offer £100 compensation- no more!!

So do I proceed with attribution or just take the £100 and try forget about it? I just don’t know what best to do and costs £150 to even go into the attribution process 😱

Thank you for all help in advance 

eskbanker

To what extent were the issues raised at the time with the hotel and/or the tour operator?

What do you believe an acceptable resolution would be?

By the way, the word you're looking for is 'arbitration', not 'attribution'!

DullGreyGuy

rhona0511 said:

•  I had to dry my daughter’s hair as who plugs in a hairdryer next to the sink!!!
  
  

In much of the world, everyone.

The UK is the odd one out with having such strict rules about electricity in the bathroom. Having a large amount of the family from the Americas they are all really confused why we dont have a plug socket right next to the sink in the bathroom to do your hair etc when they come to visit. 

I also assume you mean arbitration rather than attribution? 

IvanOpinion

Can you tell us where this was and the cost of the holiday?

NoodleDoodleMan

As above, more detailed specifics please.

rhona0511

This was at blue bay Lanzarote was for 2 adults and one child and cost in total £1572. I advised the following day about the issues but mainly out on the line about cockroach of which they focused on and didn’t mention other comments when returned and put in official complaint but rep did an inspection on restaurant which was not aware off and no chipped crockery according to them!!also said coffee machine was quarantined I struggle to believe this!

rhona0511

Sorry about spelling also!! And grammar 

eskbanker

rhona0511 said:

This was at blue bay Lanzarote was for 2 adults and one child and cost in total £1572. I advised the following day about the issues but mainly out on the line about cockroach of which they focused on and didn’t mention other comments when returned and put in official complaint but rep did an inspection on restaurant which was not aware off and no chipped crockery according to them!!also said coffee machine was quarantined I struggle to believe this!

Not sure I'm understanding the bolded wording in terms of exactly what was reported, to whom and when, but it sounds like the rep will claim to have done was what reasonable - granted you'll probably disagree but if you're considering taking it to chargeable arbitration then best to anticipate both sides' perspectives.

In terms of desired outcome, do you have a compensation figure in mind, and if so, how have you calculated it?

la531983

I would be taking the thing about the hairdrier in the bathroom out, as you have had that explained and you would look foolish keeping it in.

jimjames

la531983 said:

I would be taking the thing about the hairdrier in the bathroom out, as you have had that explained and you would look foolish keeping it in.

Out of the list only the first and second ones really merit leaving in my view. Even the crockery issue might need clarification, what was a child doing with chipped plate in their mouth?

In much of the UK kettles have limescale in them, I certainly wouldn't rate it as a cause for complaint and would consider that the same as the quoted comment above. 

NoodleDoodleMan

rhona0511 said:

Sorry about spelling also!! And grammar 

I suspect that you will be unaware that there is an official consumer complaints procedure administered by local government authorities in Spain and the Canaries - the Hoja de Reclamaciones form.

Here's one explanation.

https://www.caserexpatinsurance.com/blog-typical-non-spanish/la-hoja-reclamacion-what-it-is-and-how-it-works

Hotels, restaurants and bars etc. are very reluctant to have to enter into this process and don't freely offer it when guests complain. 

Three copies - one retained by the establiishment, one to the local authority (such as the tourism dept.) and one kept by the complainant.

The issue(s) will be investigated and addressed. Of course it has to be completed and submitted in situ, not after you arrive home.

Worth remembering for next time - and hope you get your complaint resolved.