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What if Your Holiday Hotel is Not What You Expected?

By: Sarah Clark (ILEX) - Updated: 3 Nov 2018 | comments*Discuss
 
What If Your Holiday Hotel Is Not What You Expected?

If you've arrived at your hotel and found that the description in the brochure bears no relation whatsoever to the hotel you see before you, you have a right to complain.

If you bought the holiday as a package, you have the protection of the Package Travel Regulations, and you can expect the tour operator to do their utmost to put things right as soon as they know you're not happy.

What Should I Do if I Really Can't Stay in The Hotel?

If the hotel is undergoing extensive renovations, the pools are closed and the whole resort looks like a building site, you could argue that the 'quiet' holiday you booked is not being provided - and ask the tour operator (through the rep) for an offer of alternative accommodation.

If there's no way that they can do this for you, and you really can't stay, ask for transport to an airport or station so that you can get home of your own accord. If you have to do this, remember that you can claim reasonable compensation from your tour operator for any extra costs.

Holidays are one of the areas where you can claim for 'lack of enjoyment' if the trip turns out to be a disaster and it's not your fault. If the tour operator did not try to help you, or if they offered you another grotty hotel in place of the one you thought you'd booked - but you decide to stay anyway, you may still be able to claim compensation - either for the difference in the cost of the accommodation you were given, if it was of a lower standard than where you booked, or for disappointment and inconvenience.

If the problems could be blamed on 'unforeseen circumstances' however - such as a hurricane devastating the hotel the day before you arrived, you probably wouldn't be able to claim anything as this is beyond the tour operator's reasonable control!

Who Should I Complain To?

If your holiday was booked as a package, anyone who went on the holiday can complain, and it doesn't have to be the person who booked it.

You should make a complaint to:

  • The tour operator if you went on a package holiday
  • The provider of the hotel/accommodation or the transport you had problems with if it was not a package holiday
  • Your travel agent if your complaint is about services they arranged on top of the package.

What Should I Do First?

You should really make your complaint as soon as possible. If you have a problem while you are away, it helps your case to make a complaint about it while you are there and not wait until you get home.

Take photographs where possible, keep copies of any receipts for extra expenses, and keep a note of any complaint forms you've completed. Always write to the tour operator you are complaining to, even if you previously telephoned. The letter should include as many of the following details as possible:

  • your invoice and confirmation number, ticket numbers and any other reference numbers
  • the date of your holiday
  • how much you paid
  • what the problems were and the effect they had on your holiday
  • any brochure or advertisement descriptions you believe were misleading
  • anything you were told that turned out not to be the case
  • details of any travel agent
  • what you would like them to do - a refund or compensation for example
  • a time limit for a reply
  • copies of any documents or any photographs that you took of the problems
  • statements from any witnesses.

Remember that under the Sale & Supply of Goods Act, you are entitled to receive goods (that is, a holiday in this case) which fit their description, and which are suitable for any purpose you made known at the time. So if you ask for a holiday suitable for children, there should be facilities for kids. If you ask for wheelchair accessibility, you should not expect a room on the fifth floor, with a broken lift.

If your hotel is not as it was described, or if the quality and standards are appalling, most of the facilities are being refurbished and there's nothing to do in the evenings despite the brochure advertising an entertainment programme...you have every right to complain!

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We went to Legoland to celebrate my daughters 1st birthday. The room given to us didn't have heating as the heating was faulty. We reported it three times before we got told that there's no one to help fix it. We asked if we could be giving a different room, but none was available. We got offered extra blankets, and I later asked for radiators to help keep us warm. I complained to the manager in the morning, and she only offered me 20% of the cost of the room, (not the total amount we paid). I thought their attitude was wrong and the offer wasn't good enough - We got treated like we were not welcome and they really couldn't be bothered. It spoilt the memory of my daughters 1st birthday, and I will like to make a claim
Damola - 3-Nov-18 @ 11:51 PM
Booked a 5 night trip to New York through Expedia. When arrived at hotel room I was allocated had black mould growing on wall, room was filthy and smelt musty. Carpets in corridors were filthy and frayed. Complained to manager and got told they could cancel my booking or stay in the room until they had another room available. Had no alternative but to stay as had a 76 year old with me. Moved next day no mould this time but still dirty, peeling enamel in bath, no bath or sink plugs and leaking sink taps. Complained again but with no success. Complained to Expedia and said wanted full refund and £200 compensation for putting my mothers health at risk as she has COPD. Expedia have paid back £200 compensation but refusing to give full refund. They said I should’ve read reviews and when you book through them you are your own travel agent. Hotel won’t deal with me as I booked through Expedia. What can I do next.
Lindsey - 29-Oct-18 @ 8:54 PM
Jet2 changed my accommodation and resort 2 weeks before I was due to leave. It was a family holiday and included ababy 23 monthold. We were booked to stay in La Pineda at the Los Juncos apartments. We booked these apartments and resort because of the facilities for the child and the proximity to the theme park. Because of safety issues which weren't explained Jet 2 gave me the option of going somewhere else or cancelling and getting a full refund. As my party of 5 adults had all booked the time off from work cancelling was not an option so I felt compelled to take the option of changing resort chosen by Jet2.. Jet2 gave me compensation of £200 which was £40 per adult for the inconvenience. The resort and apartmentsthey chose were not suitable for the purpose as there were no play areas for the child and we where across the main road from the reception and pool and above 2 pubs which were very noisy. We incurred extra expenses as we had to pay for transport toget to and fromthe town and the theme park.Can you advise me as to what rights I have.
Big mama - 28-Aug-18 @ 2:48 PM
Hi just wondering if you can help me we booked a family holiday in January for may to Tenerife when we arrived the pool area and snack bar and bar wasn't open it was like a building site and unsafe We took pictures ( I still have these) I'm not happy at what the hotel have come back with, the travel agent hasn't compensated us in anyway. Can I take this to the small claims court.
Gem - 23-Aug-18 @ 11:15 PM
Hello the complain where i need to send to?
Jolanta - 5-Jul-18 @ 11:27 AM
Lee601 - Your Question:
Hi was wondering if you would be able to tell me where I stand I have booked a family holiday with jet 2 holidays to go to new hotel in Portugal Jupiter albuferia. This hotel has not yet opened. We fly on 28th June the hotel opening date keeps moving it now stands at 22nd June but was due to Open in April my concern is that even if it is open people are saying that all facilities will not be open eg all the pools etc if this is the case do we have any rights to ask to change hotel as it will be not as advertised when we booked it. I have emailed jet 2 but they have not responded with a reply

Our Response:
If you arrive at the destination and it's not what you paid for, contact a representative from the holiday company. They may be able to relocate there and then. If not, take lots of photos and record information so that you can make a claim for compensation on your return.
YourTravelRights - 11-Jun-18 @ 2:15 PM
Hi was wondering if you would be able to tell me where I stand I have booked a family holiday with jet 2 holidays to go to new hotel in Portugal Jupiter albuferia. This hotel has not yet opened. We fly on 28th June the hotel opening date keeps moving it now stands at 22nd June but was due to Open in April my concern is that even if it is open people are saying that all facilities will not be open eg all the pools etc if this is the case do we have any rights to ask to change hotel as it will be not as advertised when we booked it. I have emailed jet 2 but they have not responded with a reply
Lee601 - 8-Jun-18 @ 12:43 PM
Hi, please could you give me some advice. I wrote on here on the 25th of May regarding booking a 2 week holiday to the Garcia resort and spa at Olu Deniz. With my husband and granddaughter. I booked it in April last year. Apparantly it is under new management and the reviews on trip advisor are terrible and very worrying. No English speaking staff so unable to communicate. Food cold and chicken not cooked. Bar staff not understanding orders and making weird undrinkable drinks even gave vodka and coke to a child,!!! People being put into promo rooms in staff quarters and being made to pay at least £60 to be put in a room that they had actually booked. Jet 2 wouldn’t refund someone after the rep even could not sort it out with the management even when proving they had booked the room. Bell boy with flicked hair clicking fingers for a tip. and refusing to leave until he got one. Manageris very rude and doesn’t want to know. Management have responded to a few of the reviews saying that the people were liars!!!. It isn’t just the odd few complaints. It is nearly every review. I really don’t know what to do. It is meant to be a 5 star (jet2 rating 4star plus) all inclusive. I have spent a lot of money and saved up hard for this holiday. Now instead of looking forward to it I am stressing. I don’t want to have to complain and take photos etc. I shouldn’t have to even think about that should I? I could have booked somewhere cheaper bed and breakfast or self catering and paid to go out to eat and drink each night. Which is what @ lot of people who have stayed at the hotel have had to do as the food is so bad. Please advise me if there is anything that I can do. Thank you very much .Anne
Badanne - 31-May-18 @ 9:19 PM
I have booked a 2week holiday for July 2018 with my husband and granddaughter with jet2 holidays to the Garcia resort and spa in olu deniz turkey. Meant to be 5 star plus all inclusiveI have been reading reviews and they are terrible many people given wrong rooms or promo rooms facing brick walls and air conditioning units instead of room booked, management not acknowledging booking confirmation or jet 2 confirmation through rep. People had to pay £50 to upgrade and jet 2 won’t refund. Management rude, staff don’t understand English. Food cold and bland not what to expect from 5 star. And they are paying to go out to eat a Few people have mentioned a Bell boy clicking fingers for a tip. Bar staff giving wrong drinks don’t understand how to make them. Management responding to reviews quite rudely stating that people are lying. Please Could you advise what I can do. I am worrying about going now instead of looking forward to it. We have paid a lot of money for this hotel and I could have booked a cheaper hotel and paid to go out and eat each night. Please let me know my rights. Thank you very much.
Badanne - 25-May-18 @ 10:30 PM
Hussain - Your Question:
Hey, I wondered if you could give me some advice. I booked a holiday package with jet2 for a hotel in Mallorca. It was a self catering apartment. Upon arriving there I was missing stuff like kettle, toaster and a cooking facilitie as promised on the package deal. I complained to the hotel who advised me jet2 hadn’t updated there website with there refurbishments. I complained to jet2 24/7 helpline who then sent me somebody the next day late in the evening to resolve my issue. So upon her arrival 45 minutes later she upgraded us to half board and said she can’t get us a self catering apartment today. I refused this offer as I’m Muslim and most of the food catered around was not suitable for me and my family to eat and I needed a cooking facilitie for my sons baby food. She then advised me 15 minutes later the hotel is fully booked up and there is no room available with cooking facilities and she could only upgrade me to half board. Now I spent 6 days out there literally eating chips and fruit for my breakfast lunch and dinner. My son had to eat his breakfast meals for dinner and stuff Aswel, I was left with food I had brought to the holiday to cook which I couldn’t cook and I had to buy more baby food for my son. It was the same food everyday. Do I have a right to be conpensated for them providing me an apartment which wasn’t as described and being given half board which I didn’t even want?

Our Response:
You should make a claim for compensation against the holiday package company. If they do not compensate you, you can take it further via the small claims court.
YourTravelRights - 14-May-18 @ 12:40 PM
Hey, I wondered if you could give me some advice. I booked a holiday package with jet2 for a hotel in Mallorca. It was a self catering apartment. Upon arriving there I was missing stuff like kettle, toaster and a cooking facilitie as promised on the package deal. I complained to the hotel who advised me jet2 hadn’t updated there website with there refurbishments. I complained to jet2 24/7 helpline who then sent me somebody the next day late in the evening to resolve my issue. So upon her arrival 45 minutes later she upgraded us to half board and said she can’t get us a self catering apartment today. I refused this offer as I’m Muslim and most of the food catered around was not suitable for me and my family to eat and I needed a cooking facilitie for my sons baby food. She then advised me 15 minutes later the hotel is fully booked up and there is no room available with cooking facilities and she could only upgrade me to half board. Now I spent 6 days out there literally eating chips and fruit for my breakfast lunch and dinner. My son had to eat his breakfast meals for dinner and stuff Aswel, I was left with food I had brought to the holiday to cook which I couldn’t cook and I had to buy more baby food for my son.It was the same food everyday. Do I have a right to be conpensated for them providing me an apartment which wasn’t as described and being given half board which I didn’t even want?
Hussain - 13-May-18 @ 5:55 PM
We booked an adult only hotel - Le Sante Blu, in Zante. Whist the hotel was beautiful as new, opened May 17.Our holiday was Aug 17, on the first full day of our holiday we were woken up in the early hours, by music from the adjoining room.There was only one adjoining room as we were at the end of the block. It transpired that the guests in that room were not doing anything wrong, but the adjoining walls not adequately sound proofed .The Front House Manager experienced this himself and agreed that it could be a big problem.The rep from Jet2 was made aware from the beginning of the issues, and mid through the first week, we were offered an alternative room in that hotel but the front house manager could not assure us that this problem would not be the same in the new room, therefore we requested to be moved to an alternative hotel or a flight home.In the end we were offered a room in the sister hotel, The Le Sante Hotel & Spa, which is marketed as a family hotel and not adult only or sea facing.As we felt we could not stay in the first hotel, and felt if we did not take up this offer, this would go against us, as Jet2 would potentially say that an alternative had been offered and not taken up. A complaints form was completed and signed by the resort rep, following the Jet2 complaints procedure. On arrival home to the UK, we submitted the form and the reasons for our request for a refund on the grounds of loss of enjoyment, distress, upset and that the 2nd hotel was not what we had booked.To be turned down by Jet2 as they felt that they had fulfilled their obligations at the resort, that the holidays prices change daily due to being on line (which they don't seem to have, as I have been checking this) . We appealed & turned down.We wrote to the CEO, only to be answered by a customer service assist, again no change in their decision, and ABTA. The response was receive from Jet2 on 17/01/18 that their decision remained the same.We now have the option of paying to move it to arbitration, but would like views on whether this is the right place to move to now.The holiday was booked to celebrate my husband's 60th birthday, and was memet to be a holiday to remember as costly, and has turned out to be very memorable but for the wrong reasons.The motto of Jet2, is 'package holidays you can trust' - we dont believe they have fulfilled this at all.
TVO - 18-Jan-18 @ 2:17 PM
Ferret - Your Question:
I recently returned from a holiday at the hideaway at the Royalton, St Lucia. When I booked the holiday the brochure and Thomson staff confirmed the hideaway section only had 94 rooms housed in 2 blocks. When I got there I found there to be 166 rooms housed in 3 blocks. I was in block 3 and this block was outside of the designated "hideaway" zone. I believe I was mis-sold the holiday but Thomson are fobbing me off. Can you help me?

Our Response:
Hopefully you have kept all the details that you were given at the time you purchased the holiday. If the firm are not willing to agree you were missold the holiday/ they misrepresented it, then you might have to take a private legal action.
YourTravelRights - 8-Jan-18 @ 1:58 PM
I recently returned from a holiday at the hideaway at the Royalton, St Lucia. When I booked the holiday the brochure and Thomson staff confirmed the hideaway section only had 94 rooms housed in 2 blocks. When I got there I found there to be 166 rooms housed in 3 blocks. I was in block 3 and this block was outside of the designated "hideaway" zone. I believe I was mis-sold the holiday but Thomson are fobbing me off. Can you help me?
Ferret - 5-Jan-18 @ 6:35 PM
Char1 - Your Question:
Booked with Thomson all inclusive to San migel hotel Ibiza when we arrived the hotel is actually hotel cartargo no rep when first arrived we are a group of 11 on web site it staits that the rooms would have a double and 2 extra beds this was not the case there was just two double beds in 3 rooms and with a mix of boys and girls not ideal then reception staff rude and not helpful rooms was dirty and dirty towels had to go and buy our own made complaints first day of holiday and nothing got sorted for the whole 11 days we was there when we was having food it was raw from main dining hall and Chinese buffet that cost us more to eat out of hotel was chasing rep all holiday who done nothing to help us not enough beds for all of us and no day time activities for the children age range until the last 4 days of holiday

Our Response:
We hope you took lots of photos and made notes about the hotel staff/holiday rep's inattention to your complaints. If your room wasn't where you booked and wasn't as described, you should be able to claim compensation.
YourTravelRights - 27-Sep-17 @ 3:32 PM
Booked with Thomson all inclusive to San migel hotel Ibiza when we arrived the hotel is actually hotel cartargo no rep when first arrived we are a group of 11 on web site it staits that the rooms would have a double and 2 extra beds this was not the case there was just two double beds in 3 rooms and with a mix of boys and girls not ideal then reception staff rude and not helpful rooms was dirty and dirty towels had to go and buy our own made complaints first day of holiday and nothing got sorted for the whole 11 days we was there when we was having food it was raw from main dining hall and Chinese buffet that cost us more to eat out of hotel was chasing rep all holiday who done nothing to help us not enough beds for all of us and no day time activities for the children age range until the last 4 days of holiday
Char1 - 26-Sep-17 @ 6:13 PM
Hi, I booked a holiday and wedding with Thomas Cook 18 months ago.One of the major reasons we chose our hotel was that it had a water park as children will be going.It is a new hotel but all building was supposed to be completed in April.Now, 3 weeks before we are due to travel, we have received an email saying the water park will not be complete. They have said we have the right to change hotel however, this clearly isn't possible due to the fact we have planned a wedding at the hotel and the large number of guests staying at the resort. This is clearly going to affect the enjoyment of the holiday but I also cant cancel due to the wedding. What rights do I have?
Rory - 13-Jul-17 @ 5:38 PM
krokyhead - Your Question:
Hi there, Hope you can give me a bit of advice. I booked a self catering apartment through a 3rd party company (not direct with the owners) for 9 nights based on the fact that it had a pool (shared with only one other apartment - so really very private). On arrival (Wednesday lunchtime) a note from the local rep stated that the pool was out of order - huge disappointment (esp for small child). Looking at the pool it was clear it had been out of order for a while - when talking to the rep they were hoping to get it resolved 'for the weekend'. To cut a long story short (and after much chasing on my part) it was not fixed and finally the following Tuesday I managed to get them to move us to a smaller apartment in a complex that had a shared pool, so that was something, but it took 6 days out of our stay with no pool. My complaint has yielded an offer of £200 compensation ('good will gesture') and a transfer to the airport (approx Euro 40). I'm particularly annoyed as the company knew we were already on the island as we'd booked a previous accommodation a few km away with them the week before - I feel I should have been informed before we arrived (as I would have made alternative arrangements - the only reason we went to that accommodation was for the pool). In addition, the complex we were moved to is about half price of what we paid (from a quick air bnb search). Could I ask if you feel their £200 offer is appropriate? Many thanks for any advice.

Our Response:
We can't give advice on individual figures and there is no real guidance on the amount of compensation holiday operators should offer. Any compensation should be direct reflection of the actual losses you've incurred, in this case, it's loss of enjoyment.So consider how much your holiday was affected adversely by the lack of (virtually) private pool as a proportion of what you paid for the accommodation. If the third party company is ABTA registered, you could try contacting ABTA for advice too.
YourTravelRights - 21-Jun-17 @ 12:42 PM
Hi there, Hope you can give me a bit of advice. I booked a self catering apartment through a 3rd party company (not direct with the owners) for 9 nights based on the fact that it had a pool (shared with only one other apartment - so really very private). On arrival (Wednesday lunchtime) a note from the local rep stated that the pool was out of order - huge disappointment (esp for small child). Looking at the pool it was clear it had been out of order for a while - when talking to the rep they were hoping to get it resolved 'for the weekend'. To cut a long story short (and after much chasing on my part) it was not fixed and finally the following Tuesday I managed to get them to move us to a smaller apartment in a complex that had a shared pool, so that was something, but it took 6 days out of our stay with no pool. My complaint has yielded an offer of £200 compensation ('good will gesture') and a transfer to the airport (approx Euro 40). I'm particularly annoyed as the company knew we were already on the island as we'd booked a previous accommodation a few km away with them the week before - I feel I should have been informed before we arrived (as I would have made alternative arrangements - the only reason we went to that accommodation was for the pool). In addition, the complex we were moved to is about half price of what we paid (from a quick air bnb search). Could I ask if you feel their £200 offer is appropriate? Many thanks for any advice.
krokyhead - 19-Jun-17 @ 4:50 PM
johnboy - Your Question:
We have just returned from a 14 night stay at the Barcelo Corralejo Bay hotel in Fuerteventura, we have stayed here many times of the years and have worked our way up from a standard room to this year a "deluxe suite", supposedly one of the three most luxurious rooms in the hotel, in my opinion it wasn't as luxurious as the standard suite we stayed in last year, it was big but totally soulless, there was damage to the decor, cracked floor tiles, furniture scratched and stained, there were problems with getting uk tv channels, not fully resolved after 4 reports, they offered to move us to a standard suite that we had stayed in before but there no mention of refunding the difference! and annoyingly the room next door to us was also a "deluxe suite" that was vacant until the day before we checked out, so I feel we had been fobbed off as when we've had any issues in the past we've not made a fuss, maybe we should have, i've been in contact with the hotel since our return and highlighted our issues, there have been apologies and promises of doing better next time but no mention of any refund or special deal for our next visit, there were other issues regarding dietery requirements which are always achallenge here.

Our Response:
If this is a booking you made directly with the hotel, then your contract was with them and they have in effect not delivered the services you expected from them. EU consumer rights will apply, so you should write to the hotel mentioning your consumer rights and be specific about what remedy you will be happy with, such as a partial refund or a discount off a future holiday. The EU DIRECTIVE 2011/83/EU on consumer rights is the relevant legislation.
YourTravelRights - 26-May-17 @ 12:19 PM
We have just returned from a 14 night stay at the Barcelo Corralejo Bay hotel in Fuerteventura, we have stayed here many times of the years and have worked our way up from a standard room to this year a "deluxe suite", supposedly one of the three most luxurious rooms in the hotel, in my opinion it wasn't as luxurious as the standard suite we stayed in last year, it was big but totally soulless, there was damage to the decor, cracked floor tiles, furniture scratched and stained, there were problems with getting uk tv channels, not fully resolved after 4 reports, they offered to move us to a standard suite that we had stayed in before but there no mention of refunding the difference! and annoyingly the room next door to us was also a "deluxe suite" that was vacant until the day before we checked out, so I feel we had been fobbed off as when we've had any issues in the past we've not made a fuss, maybe we should have, i've been in contact with the hotel since our return and highlighted our issues, there have been apologies and promises of doing better next time but no mention of any refund or special deal for our next visit, there were other issues regarding dietery requirements which are always achallenge here.
johnboy - 24-May-17 @ 11:51 AM
Mothertrucker - Your Question:
Hi, I have booked a holiday 4 days from now, my parents were in the same hotel and returned yesterday and it seems it is absolutely not as it is advertised, the pool complex (advertised as complex) is a 3' deep kids pool, superior rooms are far from superior, sunloungers are all broken, it advertises centrally controlled air conditioning but has none, apparently the hotel staff are fully aware of the misleading advertising and constantly apologise about it. Help, do I contact agent now or have to wait till I get there

Our Response:
Contact the agent first and see if there's anything they can do at this late stage. If not, when you get there, make a note of everything that is wrong/misleading about the description you were given and take photos for evidence. When you get back submit a claim for compensation to the agent.
YourTravelRights - 9-Sep-16 @ 11:49 AM
Hi, I have booked a holiday 4 days from now, my parents were in the same hotel and returned yesterday and it seems it is absolutely not as it is advertised,the pool complex (advertised as complex)is a 3' deep kids pool,superior rooms are far from superior, sunloungers are all broken, it advertises centrally controlled air conditioning but has none, apparently the hotel staff are fully aware of the misleading advertising and constantly apologise about it. Help, do I contact agent now or have to wait till I get there
Mothertrucker - 8-Sep-16 @ 12:41 PM
Hi, we booked a months holiday this year to a 5*luxury resort in the Gambia. Worst hotel ive ever been in. Only one umbrella at pool, meal choices were not available,no wine to buy for dinner, no brandy after. Water off numerous times, leaking dirty pool and much more besides. After 12 days we couldnt stand it any more, and asked for a refundfor 16 days, so we could rebook. Refundwasfar less than we paid. (£500 short). We paid in full to Travel Republic in July 2015 £4,631 for a holiday commencing the middle of January.Given that the hotel fell far short of the luxury resort it was advertised at and the hotel hadnt been paid at all i expected to get a full refund. i have raised this with Travel Republic but not getting a positive response (they are only asking the hotel for compensatory refund for the 12 days we spent
jojojo - 16-Mar-16 @ 6:38 PM
Patthedog - Your Question:
Thanks for your reply. We didn't complain at the time although I guess we could have or should have. Instead we cleaned the dirty hob and downstairs floor ourselves as it just seemed easier. We didn't touch the damp areas as they were out of the way but they were not something we would have expected from a 5 star property. Should we ask for a fixed amount of compensation? what is normal? Half the cost of the week? Thanks for any help or suggestions.

Our Response:
Whatever you feel is realistic...it depends on the impact it had on your holiday. Without evidence, it will be difficult to prove.
YourTravelRights - 27-Aug-15 @ 12:58 PM
Thanks for your reply. We didn't complain at the time although I guess we could have or should have. Instead we cleaned the dirty hob and downstairs floor ourselves as it just seemed easier. We didn't touch the damp areas as they were out of the way but they were not something we would have expected from a 5 star property. Should we ask for a fixed amount of compensation? what is normal? Half the cost of the week? Thanks for any help or suggestions.
Patthedog - 27-Aug-15 @ 12:46 PM
Patthedog - Your Question:
Hello, In July this year (three weeks ago) I stayed with my family in self catering accomodation in the UK. We felt the house was not fully clean when we arrived: the oven hob needed a clean and the downstairs living room floor looked grubby and there was sand under the rugs. There were also patches of damp in the kitchen near the back door which looked unsightly. I didn't mention anything at the time but have just written to the owner. We felt this ruined our holiday. Am I entitled to claim for compensation? How much should I claim?Many thanks.

Our Response:
Your first step is to complain at the time to give the company/owner a chance to put things right. Did you do this? You could try sending photos as evidence and asking for compensation, but if you do not have these, it will be quite difficult to get a result.
YourTravelRights - 27-Aug-15 @ 11:06 AM
Hello, In July this year (three weeks ago) I stayed with my family in self catering accomodation in the UK. We felt the house was not fully clean when we arrived: the oven hob needed a clean and the downstairs living room floor looked grubby and there was sand under the rugs. There were also patches of damp in the kitchen near the back door which looked unsightly. I didn't mention anything at the time but have just written to the owner. We felt this ruined our holiday. Am I entitled to claim for compensation? How much should I claim? Many thanks.
Patthedog - 25-Aug-15 @ 11:33 AM
jenks - Your Question:
I booked trough a coach firm for a 5 day holiday at llandudno upon arrival the staff were rude and swore when I saw my room I just cried I couldnt stay there ai complained to the manager who changed my room but the second one was worse I was then told that they didnt have any other rooms so I took pictures and the next morning traveled to rail station where at my expense traveled home has it was to far for my husband to pick me up I am a disabled woman I understand the coach firm didnt check out this hotel just went online where do I stand for claiming money back

Our Response:
Did you phone the coach firm/tour operator while you were there, to see if they could do anything? That's usually the first thing to do. If you were unable to do so, taking photographs was the right idea. Write to your tour operator including all the information mentioned in the above article under the heading "What Should I Do First?"
YourTravelRights - 6-Aug-15 @ 12:07 PM
I booked through a coach firm for a 5 day holiday at llandudno upon arrival the staff were rude and swore - when I saw my room I just cried I couldnt stay there & complained to the manager who changed my room but the second one was worse. I was then told that they didnt have any other rooms so I took pictures and the next morning traveled to rail station where at my expense traveled home has it was to far for my husband to pick me up I am a disabled woman I understand the coach firm didnt check out this hotel just went online where do I stand for claiming money back
jenks - 5-Aug-15 @ 7:17 PM
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