Hotel Complaint Help

Miser_maz · 18 April 2018 at 9:23PM

I recently booked a hotel in Antalya called Hotel Su and Aqualand. On my arrival I was told that the Aqualand waterpark facility was closed as it was currently off season, and would open next month. This was obviously very disappointing as we had booked the hotel as a birthday treat for my son.

I booked the hotel through Hotels.com, and there was no obvious notice in the hotel description on the website to say that the waterpark would be shut or any mention of its open season either.

I've complained to Hotels.com and they've basically fobbed me off with a simple apology for the disappointment. However I feel this is an inadequate response as I paid over the odds for a hotel with services which were clearly supposed to be included in the booking.

Can anyone suggest who I should complain to with this, I paid with a credit card if that's of any assistance.

dj1471 · 18 April 2018 at 10:10PM

You need to complain to the hotel, hotels.com simply publish the information they provide.

Did you pay hotels.com or the hotel directly?

Miser_maz · 19 April 2018 at 6:53PM

dj1471 wrote: »

You need to complain to the hotel, hotels.com simply publish the information they provide.

Did you pay hotels.com or the hotel directly?

I paid Hotels.com at the point of booking online.

hollydays · 19 April 2018 at 7:41PM

It took some finding it see bottom of this link

https://www.booking.com/hotel/tr/hotel-su.en-gb.html?label=gen173nr-1DCAEoggJCAlhYSDNYBGhQiAEDmAEuuAEHyAEN2AED6AEBkgIBeagCAw;sid=a470f04743961f5168fd1d8e260542cd;age=5;all_sr_blocks=8794101_104581538_2_34_0;checkin=2018-04-28;checkout=2018-04-29;dest_id=-735347;dest_type=city;dist=0;group_adults=2;group_children=1;hapos=1;highlighted_blocks=8794101_104581538_2_34_0;no_rooms=1;room1=A%2CA%2C5;sb_price_type=total;srepoch=1524163055;srfid=fb1c40f30c49f5d65dda318c30b052aeedf958ddX1;srpvid=ecb082f647360339;type=total;ucfs=1&

hollydays · 19 April 2018 at 7:43PM

Important information

Aqualand will be open between the dates of 1 May and 1 October in every year. Dates may vary according to the weather conditions.

Miser_maz · 19 April 2018 at 10:01PM

hollydays wrote: »

Important information

Aqualand will be open between the dates of 1 May and 1 October in every year. Dates may vary according to the weather conditions.

Thanks for this, however I didn't book from that website, but rather from this website:

https://uk.hotels.com/ho211891/?q-check-out=2018-04-22&tab=description&q-room-0-adults=1&YGF=2&q-check-in=2018-04-21&MGT=1&WOE=7&WOD=6&ZSX=0&SYE=3&q-room-0-children=0

Let me know if you can find the same information on this, I couldn't.

photome · 20 April 2018 at 6:10AM

Miser_maz wrote: »

Thanks for this, however I didn't book from that website, but rather from this website:

https://uk.hotels.com/ho211891/?q-check-out=2018-04-22&tab=description&q-room-0-adults=1&YGF=2&q-check-in=2018-04-21&MGT=1&WOE=7&WOD=6&ZSX=0&SYE=3&q-room-0-children=0

Let me know if you can find the same information on this, I couldn't.

I did look on Hotels.com and I couldnt find it

Not sure what you can expect next though as compensation for disappointment is hard to quantify

newuser86 · 20 April 2018 at 8:45AM

How much did you pay for the hotel?

budgetflyer · 20 April 2018 at 7:34PM

On Hotels.com under IMPORTANT INFORMATION THAT MAY AFFECT YOUR STAY it says beach closed 06 March 2018 until 15 June 2018. Nothing about water park closed.
That IMO is a serious omission as clearly the water park would be a major reason for picking that hotel.
If you cant get any redress from hotels.com or credit card then possibly small claims may be the only other option.
Obviously how much? is the question.
Typical cost of water park access per day may be the formula for refund/compo

hollydays · 20 April 2018 at 7:45PM

Miser_maz wrote: »

Thanks for this, however I didn't book from that website, but rather from this website:

https://uk.hotels.com/ho211891/?q-check-out=2018-04-22&tab=description&q-room-0-adults=1&YGF=2&q-check-in=2018-04-21&MGT=1&WOE=7&WOD=6&ZSX=0&SYE=3&q-room-0-children=0

Let me know if you can find the same information on this, I couldn't.

I can’t find any reference to water park closed

sheramber · 20 April 2018 at 8:36PM

Under the photographs click on the blue i

See if the hotel has anything planned that may affect your stay
The following facilities will be closed from 06 March 2018 until 15 June 2018 (dates subject to change):
Beach
no mention of waterpark

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