How do you prove you made a complaint in resort?

Bobzy2012

Recently went to Marrakesh, we specifically looked for a hotel with evening entertainment but the entertainment was never as described. Eg: the app that advertised the entertainment while in resort would say, “exotic dancers and fire extravaganza”and there would only be the dancers. Or it would be “bingo and white party” (everyone dresses in white) and neither would take place because the football would be on TV. 

I complained to our rep in resort and she said she’d look into it. When she got back to me she asked if the customer experience team had been in touch. When I said they hadn’t she said she’d issue a holiday voucher but we didn’t see her again. 

We had other issues we reported too, on of the hotel chef’s followed us and harassed us for money. 

Since getting home I have fed all this back to Tui, along with a complaint that the rep told us we could change currency back to GBP at the airport and we couldn’t - Moroccan currency can’t be exchanged over here. Tui have responded with a generic apology letter. I asked how I got the holiday voucher our rep was supposed to give us and have been told the hotel had good reviews for the period I stayed there so there is nothing to compensate for and the rep has made no notes of any voucher being offered or any contact she had with us so unless we have any evidence we made complaints in resort the apology is all we’re getting! 

To be honest, I’m not really that fussed - I doubt the entertainment not being as advertised/expected gives us any rights and after going directly to Tui twice I’d have no idea where else to complain to but for future reference, how do you prove you told the rep your complaints?

silvercar

I’d ask the rep for something in writing to confirm the complaints you made.

Westin

Sorry to say but these all seem very minor issues. I doubt the TUI Rep would have even recorded the issues other than perhaps hand over notes to other colleagues, or comment to hotel front desk staff.

For more serious issues, or the issuing of ‘in-resort resolutions’ holiday vouchers, then I would expect a written record but as no voucher issued then perhaps no paperwork completed.

She was right about exchanging Moroccan Dirham’s at the airport. She meant Marrakesh airport, not your U.K. arrival one.

elsien

I have previously being asked to complete a complaints form by a holiday rep. nowadays anything in writing I’ll take a photo of for my own records

Grumpy_chap

Bobzy2012 said:

Recently went to Marrakesh, we specifically looked for a hotel with evening entertainment but the entertainment was never as described. Eg: the app that advertised the entertainment while in resort would say, “exotic dancers and fire extravaganza”and there would only be the dancers. Or it would be “bingo and white party” (everyone dresses in white) and neither would take place because the football would be on TV. 

I complained to our rep in resort and she said she’d look into it. When she got back to me she asked if the customer experience team had been in touch. When I said they hadn’t she said she’d issue a holiday voucher but we didn’t see her again. 

We had other issues we reported too, on of the hotel chef’s followed us and harassed us for money. 

Since getting home I have fed all this back to Tui, along with a complaint that the rep told us we could change currency back to GBP at the airport and we couldn’t - Moroccan currency can’t be exchanged over here. Tui have responded with a generic apology letter. I asked how I got the holiday voucher our rep was supposed to give us and have been told the hotel had good reviews for the period I stayed there so there is nothing to compensate for and the rep has made no notes of any voucher being offered or any contact she had with us so unless we have any evidence we made complaints in resort the apology is all we’re getting! 

To be honest, I’m not really that fussed - I doubt the entertainment not being as advertised/expected gives us any rights and after going directly to Tui twice I’d have no idea where else to complain to but for future reference, how do you prove you told the rep your complaints?

Sometimes issues such as the entertainment can be driven by the customers.  If there is a "bingo & white" party which is probably hosted by the inhouse entertainment staff, but the bar is full of customers all watching the football and keen for the football to stay on (and spending money on drinks), then to turf that lot out for a small number of people wearing white who wish to play bingo can be more trouble than it's worth.  The inhouse entertainment team probably did a very brief ask "we're meant to be doing bingo, but would you all prefer to stick with the football?" and take the show of hands as the decision.

The "dancing and fire extravaganza" is probably an external company that sell the show with that title.  "Extravaganza" can mean anything on a fairly wide scale.  Maybe there were some candles behind the dance troupe?

Given you say you are "not really that fussed", then I'd let this drop.  If you really must, leave an honest review on an appropriate platform.

user1977

Bobzy2012 said:

how do you prove you told the rep your complaints?

By the testimony of you and your partner that you complained (and conversely, they "prove" you hadn't complained by their rep swearing on oath that they hadn't received a complaint from you). Obviously putting it in writing at the time would have helped.

If it was actually something worth taking to court, ultimately the judge decides who is more convincing.

sheramber

Perhaps the rep did not consider it “ a complaint”  but  an expression of disappointment at the lack of advertised entertainment. 

NoodleDoodleMan

Substantive complaints need to be recorded in writing, with a copy to each party involved - the hotel, the rep and your own copy.

Morocco has no formal register of complaints book procedures that hotels etc. are obliged to produce on demand - unlike Spain (for example) which does.

So if you are ever in Spain or the Canaries and have a significant issue you have that option.