Urgent Help needed! Travel agent has cancelled our hotel!!

helsbels81

Can someone please tell me what our rights are in regards to this please.

We booked a two week holiday to Egypt in Sept last year with Going Places for 2 adults and 1 child. We recieved a phone call from them a couple of days ago to tell us that Panorama whos brochure we booked through has terminated the contract with the hotel we chose. They offered another hotel, but after looking as reviews people have left about it, it's not somewhere I would chose to go to. Plus it's not in the same location as the one we booked. I've asked Going Places to see if Panorama could over another hotel but as yet we haven't heard anything from them.

They have left us in a unfortunate position as now 3 months later no other travel companies have child places left. We were going to pay £1100 for all of us and after looking for the same two weeks the cheapest holiday I can find is £1600. We are due to pay the balance at the end of Feb so another £600 is going to be hard to find.

They said we can have our deposit back which is fine but we won't we able to get the same deal now that we could get in Sept.

I'm sorry this is a long post but I am so angry that noone will take responsiblitly for our probelm, I would like to know if there is anything we can do.

Thanks

Nordictat2

What a bad thing to happen to you

If they can't give you the same quality/star hotel as you originally booked with then you have the right to claim for your money back!
I would contact them again and again TIL they gave either a hotel I liked OR my money back ASAP so I could hunt for a decent place or if they don't want to work with you then cancel your holiday with them as they hotel you booked in the begining has changed quite a bit (the hotel).

I know it's not alot of info but hopefully someone comes along with more detailed info. for you and Good Luck!

Reggie_Rebel

Firstly it's the TOUR OPERATOR (Panaorama) that has cancelled your hotel not the Travel Agent.

The Tour Operator must offer you a hotel of the same, or better, star rating, you the have the choice wether to accept or refuse their offer.

Have you any indication why Panorama have cancelled their contracts, it could be that standards at the hotel meant that nearly all the guests were complaining.

What you should do is go to Going Places and sit in there until they find you a suitable hotel with Panorama. You may be interested to know that both GP and Panorama are My Travel Companies

Engadine

As Reggie Rebel says it is not the travel agent who has cancelled your holiday, it is the tour operator.

The most likely reason for Panorama cancelling the contract with the hotel is due to service issues.

It seems odd that Going Places have not done anything for 3 months, have you not been chasing them to do something as 3 months is a long to leave something like this.

This kind of situation arises fairly regularly for various different reasons. Panorama have offered you another hotel, it doesn't have to be in the same resort that you had booked so they have basically done what they are supposed to do by offering an alternative, if you choose not to accept it then that is your decision.

If you choose not to accept the alternative that has been offered then all Panorama have to do is return your deposit nothing else.

You don't say whether or not the travel agent tried to find a similar holiday to Egypt with another operator at the time you were first advised of the problem. When I was an agent and this type of problem arose if the operator couldn't offer a suitable alternative we checked other companies until we found one that could

deva

did you not have to resolve this issue three months ago when they made their offer? usually a total refund is for a limited period only

sazziecee

I read the OP as she only found out a few days ago about the cancellation

It's been 3 months since she booked, not since she was offered a new hotel??

Engadine

sazziecee wrote: »

I read the OP as she only found out a few days ago about the cancellation

It's been 3 months since she booked, not since she was offered a new hotel??

You are correct Sazziecee, it was late and I was tired when reading it.