Package holiday complain advice

8
Found 23rd Jan
My daughter and her boyfriend went to a package holiday last December. The accommodation they stayed in was apparently crap (15ltr of hot water then you had to wait, mattress very uncomfortable, fridge would freeze or spoil the food etc). While they were there, i tried to spoke to the hotel reception, which unfortunately turned into a shouting contest with the receptionist putting the phone down on me. They were ready to come home earlier, but at the end decided to put them up in an appartment via Booking.com (which turned out to be a much better experience)
I wrote to the holiday company to explain all of this, they replied to me saying that would not be able to refund any money because my daughter and boyfriend never really complained while they were there (they are 19 yrs old and quite shy). We obviously can accept their decision, but if I wanted to take this further, what is the legal/obvious/logical process to follow? Anyone that had a bad experience like this and share some light, TIA
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8 Comments
The best I can suggest is to get your daughter to write an honest review on trip advisor to make other holidaymakers aware of the problems they may encounter. This might at least elicit a response from the hotel.
This is is one of life’s lessons your daughter and boyfriend have to learn I’m afraid. If they’re responsible and capable enough to go abroad then they’re responsible and capable enough to go down to the front desk and ask to see the manager and get their complaints rectified.
Whilst I understand that you want retribution for them it really should be them sorting it out and not getting ‘their mum’ to ring the hotel or pursuing this further on their behalf. Unless they’re willing to go down a long possibly legal path then you/they might have to let it go.
Get them towrite another complaints letter (in the first person and include any photographic evidence etc) to the tour operator and see what response they get and go from there.
Edited by: "Toptrumpet" 23rd Jan
Who was the package holiday with ?
Videos and pictures of all the problems they had helps . Also the name of the staff that didn’t help .
Now it’s very hard to win compensation back for having a bad room as you have accepted it if your will to stay there . The worst thing they done was accept that room , shy or not .
Then moving hotels wouldn’t either .
You need to gather all your evidence and sent it to customer service department of the company you used .
If that doesn’t go anywhere then go to trading/ombudsman to see if they will look at a small claims procedure.
What company was it ?
Yep I agree with above about TripAdvisor, hotels either love it or hate .
I have reviewed over 50 hotels on TripAdvisor and get involved with the forums as you learn so much . Also which hotels are the best and all the perks .
Threaten to post pictures and videos of the room on TripAdvisor.
Edited by: "yozzman1234" 23rd Jan
Original Poster
Thanks guy, I think you are right. The fact that they did not make too much a fuss on location, no photos or videos etc. I will have a job to get something back. I did not book that holiday for them, but at the end of the day you get what you pay for. I feel sorry for them, as it was their first proper holiday.

The company was MyHolidayTravel.co.uk. I left negative reviews on their Facebook page, TrustPilot and Google. Plenty of bad reviews already in the 3 sites

But really 15 litres of hot water and then have to wait nearly another 20/25 mins to have hot water again...May do in the heat of the summer, but even the Canary Islands in the winter you would want a bit more than that.

Hopefully they have learnt their lesson, and next time they will look a bit closely and not go only by the price
Thank you
jeannot182 h, 12 m ago

Thanks guy, I think you are right. The fact that they did not make too …Thanks guy, I think you are right. The fact that they did not make too much a fuss on location, no photos or videos etc. I will have a job to get something back. I did not book that holiday for them, but at the end of the day you get what you pay for. I feel sorry for them, as it was their first proper holiday. The company was MyHolidayTravel.co.uk. I left negative reviews on their Facebook page, TrustPilot and Google. Plenty of bad reviews already in the 3 sitesBut really 15 litres of hot water and then have to wait nearly another 20/25 mins to have hot water again...May do in the heat of the summer, but even the Canary Islands in the winter you would want a bit more than that.Hopefully they have learnt their lesson, and next time they will look a bit closely and not go only by the priceThank you



Not for you to leave bad reviews as you never actually went.
Original Poster
markvirgo1 h, 41 m ago

Not for you to leave bad reviews as you never actually went.



I only typed what they told me what was wrong with the accommodation, so it's not like I am lying
jeannot1815 m ago

I only typed what they told me what was wrong with the accommodation, so …I only typed what they told me what was wrong with the accommodation, so it's not like I am lying



Didn't say you were lying just that they don't count for much as it's hearsay.
There are companies specialising in holiday compensation, but potentially the hotel covered themselves by having them sign an waiver stating issues must be logged at time.

Things like this is why you use reputable companies and always check the reviews of the hotel.
Don't just call reception go to the desk and see them in person. It adds a lot of weight and means escalating to manager is a lot easier.
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