Travel Agent Changed Hotel at last minute

peekay0076

Looking for some advice on my rights here.

I have have an ATOL‑protected package holiday booked with Loveholidays. I’m due to fly out tomorrow morning at 8:30am to Morocco. At 15:01pm this afternoon, Loveholidays called to say that the hotel I’m booked into is now “undergoing maintenance” and that they need to move me to a different hotel “within the same price range”.

I was put on the spot to make a decision, and I’m concerned this is a significant change at extremely short notice. I want to know what my rights are in terms of rejecting the alternative, asking for a genuinely equivalent or better hotel, or getting a full refund so I can make my own arrangements, given that the trip is supposed to start tomorrow.

Has anyone dealt with something similar with Loveholidays or other UK package providers, and what was the outcome?

eskbanker

It's only deemed a significant change (granting refund rights) if one of the following has been changed significantly:

The location, main features and, where applicable, tourist category of the accommodation under the rules of the country of destination.

The meals which are included in the package.

https://www.legislation.gov.uk/uksi/2018/634/schedule/1

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

LightFlare

If you link the hotel you had booked and what they are now offering then people may be able to comment on whether that would be deemed equivalent or not.

peekay0076

peekay0076 said:

Looking for some advice on my rights here.

I have have an ATOL‑protected package holiday booked with Loveholidays. I’m due to fly out tomorrow morning at 8:30am to Morocco. At 15:01pm this afternoon, Loveholidays called to say that the hotel I’m booked into is now “undergoing maintenance” and that they need to move me to a different hotel “within the same price range”.

I was put on the spot to make a decision, and I’m concerned this is a significant change at extremely short notice. I want to know what my rights are in terms of rejecting the alternative, asking for a genuinely equivalent or better hotel, or getting a full refund so I can make my own arrangements, given that the trip is supposed to start tomorrow.

Has anyone dealt with something similar with Loveholidays or other UK package providers, and what was the outcome?

Hotel booked was Valeria Madina Club Resort - All Inclusive 
what was rebooked to is Marrakech Ryads Parc & Spa 

elsien

And have you checked the differences between the two? Tripadvisor might be a good starting point. 

eskbanker

peekay0076 said:

Hotel booked was Valeria Madina Club Resort - All Inclusive 
what was rebooked to is Marrakech Ryads Parc & Spa 

From a quick look, they appear broadly similar 4* places, with the new one having slightly better review scores on Google and Trustpilot - is there any specific concern you have with what you've been offered, or are you just uneasy at the lack of time to digest and research?

Ayr_Rage

Both hotels seem to be graded the same and the reviews for your rebooked hotel are marginally better.

Go with a positive attitude and have a great holiday. 

peekay0076

eskbanker said:

peekay0076 said:

Hotel booked was Valeria Madina Club Resort - All Inclusive 
what was rebooked to is Marrakech Ryads Parc & Spa 

From a quick look, they appear broadly similar 4* places, with the new one having slightly better review scores on Google and Trustpilot - is there any specific concern you have with what you've been offered, or are you just uneasy at the lack of time to digest and research?

Just uneasy at the lack of time to digest and research....this will now require me to change all my itineraries involving hotel pickups

eskbanker

peekay0076 said:

eskbanker said:

peekay0076 said:

Hotel booked was Valeria Madina Club Resort - All Inclusive 
what was rebooked to is Marrakech Ryads Parc & Spa 

From a quick look, they appear broadly similar 4* places, with the new one having slightly better review scores on Google and Trustpilot - is there any specific concern you have with what you've been offered, or are you just uneasy at the lack of time to digest and research?

Just uneasy at the lack of time to digest and research....this will now require me to change all my itineraries involving hotel pickups

Were these arranged independently or as part of the package?  Are Loveholidays claiming that the original hotel is actually closed for maintenance (which would presumably be known by local excursion operators, etc) or just operating at reduced capacity?

peekay0076

Reduced capacity due to ongoing maintenance. booked them independently