I recently went on a holiday operated by Olympic and the hotel was not up the standard that was advertised (supposed to be a 5 star and room was more of a 2 star!). We also put in a couple of requests which they noted and I also emailed the hotel directly and they confirmed that those requests would be honoured (one of them was a non-smoking room for health reasons as I'm pregnant). Unfortunately they weren't honoured.
There were at least 5 or 6 other couples/families who had the same complaints as us so we know it wasn't just us.
I wrote a letter of complaint to Olympic and included photos to back up my claim. Their reply basically refered us to their Terms and Conditions which say:
"Special requests: If you have any special request, which is not mentioned in connection with the arrangements described on this website (for example dietary requirements or a need for special assistance) please inform us. We will always do our best to meet such requests but cannot guarantee to do so, and in no circumstances will any such request be accepted by us so as to form part of our contractual obligations."
As for the hotel standards, they're standing by their claim that it meets the correct standards.
I just need some advice... do I have a leg to stand on???