Hi,
I have just returned from a 2 week all inclusive holiday to Turkey booked through First Choice and have a number of complaints regarding the inacurracy of their summer 2009 brochure..
Firstly....The exterior of the hotel featured in this brochure was NOT our hotel but the hotel next door!!! When I mentioned this to the rep he became very argumentative and told me "I was wrong".... I was later able to show him this brochure page and his reply was "It was so they could get a good picture of the pool"....I am no photographer but I was able to get some very good pics of the pool without the other hotel in the background.
I also found the location to be missleading...The brochure said it was in Alanya YET you drove through Alanya into Oba and then into Tossmur where the hotel was.
Secondly..... First Choice clearly state in this brochure that the hotel has a pool with 3 waterslides...it however fails to mention that these are only open at selected times and to reach this pool you have to negotiate at least 60 steps as they are situated over the road in the hotels annexe(still not the hotel featured in the brochure).... When the slides were open there was never a lifeguard on duty which resulted in older children and teenagers messing about on them (climbing up them, coming down on lilos and generaly breaching "The hotels sliding rules" which were displayed on a board next to the slides...... First Choice also stated that there would be a "Kids Club" and all day entertainment...There was no kids club (and there hadn't been for at least a month previous) and the only sign of any daytime entertainment, was the "as good as useless" animation team dressing up in womens clothes and running around the pool.....
I filled in a complaints form whilst I was in resort mentioning everything above including how rude and argumentative the rep was towards me and I would appreciate any oppinions as to if I have any grounds for a partial refund.
Many thanks
Meg x x x
Meg, what was the name of the hotel so we can have a look at it?
Hi,
The Name of the Hotel is the Grand Kaptan in Alanya...... In the "Summer 2009" brochure you will see a picture of a hotel with curvy balconies (that is the hotel next door and nothing to do with the "Grand Kaptan" There are no other exterior views of the hotel...... I have a "Summer 2010" brochure which is exactly the same.... However I have looked at the First Choice "Turkey 2010" brochure and they do have actually exterior pictures of the Grand Kaptan!!!!!
I havn't looked on the web since I've been back to see if the info has been updated but before we went It was the same as the "Summer 2009" brochure. What I find really bizare is that no one has picked up on this before.... I booked this holiday in June 2009 so the pictures have been the same since then!!!!!
Kind regards
Meg x x x
The Name of the Hotel is the Grand Kaptan in Alanya...... In the "Summer 2009" brochure you will see a picture of a hotel with curvy balconies (that is the hotel next door and nothing to do with the "Grand Kaptan" There are no other exterior views of the hotel...... I have a "Summer 2010" brochure which is exactly the same.... However I have looked at the First Choice "Turkey 2010" brochure and they do have actually exterior pictures of the Grand Kaptan!!!!!
I havn't looked on the web since I've been back to see if the info has been updated but before we went It was the same as the "Summer 2009" brochure. What I find really bizare is that no one has picked up on this before.... I booked this holiday in June 2009 so the pictures have been the same since then!!!!!
Kind regards
Meg x x x
I'm not an expert, but I am sure they are not allowed to show the wrong pictures in brochures.
I seem to remember this being mentioned on here before. Not in relation to the wrong hotel which is obviously really misleading, but with rooms.
For example they are not allowed to show a picture of a superior room without actually stating that it is superior, as it misleads people booking standard rooms into thinking that is what they will get.
Think it is against the Trade Descriptions Act. So surely it must be the same if they show pictures of the wrong hotel
I would imagine their defence would be of the 'clerical or administrative error' variety, but am not sure how that would hold up for them in court should you wish to go that far.
I seem to remember this being mentioned on here before. Not in relation to the wrong hotel which is obviously really misleading, but with rooms.
For example they are not allowed to show a picture of a superior room without actually stating that it is superior, as it misleads people booking standard rooms into thinking that is what they will get.
Think it is against the Trade Descriptions Act. So surely it must be the same if they show pictures of the wrong hotel
I would imagine their defence would be of the 'clerical or administrative error' variety, but am not sure how that would hold up for them in court should you wish to go that far.
In the past when i have worked for a TO in resort, brochures are sent out to the resort staff to check and double check that the pictures are correct. Any differences would have to be flagged, this even includes if the style of the bedding had been changed! This goes alongside all the little details that get checked each season, such as number of steps, door widths etc. So somebody somewhere should have made a change to the brochure picture, or at least an errata to deal with the issue. The reasoning they give for this mind numbing task is that it is illegal for them to print misleading information.
Hi Neil,
I still have a brochure with the wrong exterior picture of the hotel ( It is on page 285 of The First Choice Summer 2010 1st editon). The hotel Cornelia De Luxe Resort Belek is on page 284. The picture shows a hotel with curvy balconies....This is infact the Grand Yucal & NOT the grand Kaptan. I have also now got a copy of the First Choice Turkey 2010 brochure 1st edition and the hotel is also featured in that on pages 56 & 57 again it also shows the Grand Yucal but this brochure does also show photos of the exterior of The Grand Kaptan.
IMO it should also state that the hotel is 4km East of Alanya as it is NOT in Alanya but in Tosmur.
I reported this to the rep and filled out a complaints form whilst in resort and have sent First Choice a letter stating the misleading information. I am currently still waiting for a response from them.
I have also reported this to trading standards as I too believe it to be illegal to print misleading information.
Kind regards
Meg x x
I still have a brochure with the wrong exterior picture of the hotel ( It is on page 285 of The First Choice Summer 2010 1st editon). The hotel Cornelia De Luxe Resort Belek is on page 284. The picture shows a hotel with curvy balconies....This is infact the Grand Yucal & NOT the grand Kaptan. I have also now got a copy of the First Choice Turkey 2010 brochure 1st edition and the hotel is also featured in that on pages 56 & 57 again it also shows the Grand Yucal but this brochure does also show photos of the exterior of The Grand Kaptan.
IMO it should also state that the hotel is 4km East of Alanya as it is NOT in Alanya but in Tosmur.
I reported this to the rep and filled out a complaints form whilst in resort and have sent First Choice a letter stating the misleading information. I am currently still waiting for a response from them.
I have also reported this to trading standards as I too believe it to be illegal to print misleading information.
Kind regards
Meg x x
Hi Meg
Let us know when you hear from trading standards and indeed first choice, be interersting to hear their response. Taking the best angled phototgraph to make the hotel look bigger/better etc, is one thing but of a different hotel, IMO that's misrepresentation.
Let us know when you hear from trading standards and indeed first choice, be interersting to hear their response. Taking the best angled phototgraph to make the hotel look bigger/better etc, is one thing but of a different hotel, IMO that's misrepresentation.
Firstly let me say that I am no fan of First Choice, in fact after a holiday 5 years ago with them where they changed the details of our flight home whilst we were on holiday (due to operational reasons which they were aware of before we departed, flight went from 2.5 hours to nearly 5 hours) and the terrible service which we got from them we have never and will never book with them again. We got all the complaint forms filled in, contacted ABTA when we were getting nowhere with FC and all we ended up with was a letter of apology and £50 off a futore holiday with them, which needless to say we didn't take.
However having said that we visited the Gran Kaptan many years ago and IMO the exterior of it then was nicer than the hotel with the balconies next door. I do believe that it is the parents responsibility to supervise children around swimming pools no matter what their ages are. I do agree with you regarding the entertainment and kids club. This hotel IMO was more of a business type hotel with entertainment almost being non existant and it really shouldn't be advertised as having an entertainments programme. Although not in the centre of Alanya, Alanya is a city and it is in a district of such.
I wish you luck with your complaint to FC, however the experience I had with them proved to me that IMO they didn't care about customer services. When this happens I think the only solution is to vote with your feet and not book with them again, we never have.
However having said that we visited the Gran Kaptan many years ago and IMO the exterior of it then was nicer than the hotel with the balconies next door. I do believe that it is the parents responsibility to supervise children around swimming pools no matter what their ages are. I do agree with you regarding the entertainment and kids club. This hotel IMO was more of a business type hotel with entertainment almost being non existant and it really shouldn't be advertised as having an entertainments programme. Although not in the centre of Alanya, Alanya is a city and it is in a district of such.
I wish you luck with your complaint to FC, however the experience I had with them proved to me that IMO they didn't care about customer services. When this happens I think the only solution is to vote with your feet and not book with them again, we never have.
Hi Vonmac,
IMO it is irelevant which hotel looks nicer, First Choice have still printed misleading information....Information used by myself to choose a family holiday.... As you have said yourself "The Grand Kaptan" is more of a business type hotel YET First Choice sell it as a family friendly hotel with loads to keep the kids happy...... As I have said in my previous posts this was NOT the case...... If First Choice had avertised this hotel as "Adult focused" we would have chosen another hotel or had we have still chosen "The Grand Kaptan" I would not be on here complaining!!!!!
I do agree that it is "The Parents" responsibility to supervise their children, which we did at ALL TIMES.
However other parents opted NOT to bother and it was these children/ teenagers that were making it unsafe for the younger children to play on the waterslides....... If my partner or I had approached these children and told them off, it would be us in the wrong and NOT them. Had there been a lifeguard on duty "ALL CHILDREN" could have had fun!!!...It is also wrong that First Choice does NOT state in their brochure that this facility is only open at select times and to reach this pool you have to negotiate a large number of steps (over 60) to get to it. Again it was stated that there was a "Kids Club" That had long gone, giving First Choice plenty of time to inform their customers that this facility was no longer available.
I would also like to point out that I have been on numerous other holidays AND NONE of which I have ever complained about.....I am not a person to go around looking for little things to pick about BUT on this occasion I really think I have a good case for complaint.
Kind regards
Meg x x x
IMO it is irelevant which hotel looks nicer, First Choice have still printed misleading information....Information used by myself to choose a family holiday.... As you have said yourself "The Grand Kaptan" is more of a business type hotel YET First Choice sell it as a family friendly hotel with loads to keep the kids happy...... As I have said in my previous posts this was NOT the case...... If First Choice had avertised this hotel as "Adult focused" we would have chosen another hotel or had we have still chosen "The Grand Kaptan" I would not be on here complaining!!!!!
I do agree that it is "The Parents" responsibility to supervise their children, which we did at ALL TIMES.
However other parents opted NOT to bother and it was these children/ teenagers that were making it unsafe for the younger children to play on the waterslides....... If my partner or I had approached these children and told them off, it would be us in the wrong and NOT them. Had there been a lifeguard on duty "ALL CHILDREN" could have had fun!!!...It is also wrong that First Choice does NOT state in their brochure that this facility is only open at select times and to reach this pool you have to negotiate a large number of steps (over 60) to get to it. Again it was stated that there was a "Kids Club" That had long gone, giving First Choice plenty of time to inform their customers that this facility was no longer available.
I would also like to point out that I have been on numerous other holidays AND NONE of which I have ever complained about.....I am not a person to go around looking for little things to pick about BUT on this occasion I really think I have a good case for complaint.
Kind regards
Meg x x x
Again, with regards to the photograph of the hotel - that should have been picked up by the resort staff when doing the PIF checking (property information file), along with any other inconsistencies.
However, I did work out which hotel it was you referred to from the description in your original posting and saw in the online brochure it said the hotel was 3km outside of the resort of Alanya.
http://www.firstchoice.co.uk/holidays/turkey-antalya-holidays/alanya/grand-kaptan-hotel/#HorizontalSearchPanel
CwB
However, I did work out which hotel it was you referred to from the description in your original posting and saw in the online brochure it said the hotel was 3km outside of the resort of Alanya.
http://www.firstchoice.co.uk/holidays/turkey-antalya-holidays/alanya/grand-kaptan-hotel/#HorizontalSearchPanel
CwB
So do I assume it has become a "Lottery" as to what information you are given depending on which method you choose to book your holiday!!!!!
All brochures and web content should be consistant and in BOTH brochures I have, there is NO mention that this hotel is 3km OUTSIDE Alanya, although as I previously stated in the "First Choice Turkey" summer2010 1st edition it does show the correct hotel UNLIKE the summer sun 2009 & 20101st edition which clearly shows the wrong hotel and no mention of it being outside Alanya!!!!!
Is there a way I can post pictures on this forum so I can show exactly how misleading First Choice have been with the discription of this hotel
Kind regards
Meg x x
All brochures and web content should be consistant and in BOTH brochures I have, there is NO mention that this hotel is 3km OUTSIDE Alanya, although as I previously stated in the "First Choice Turkey" summer2010 1st edition it does show the correct hotel UNLIKE the summer sun 2009 & 20101st edition which clearly shows the wrong hotel and no mention of it being outside Alanya!!!!!
Is there a way I can post pictures on this forum so I can show exactly how misleading First Choice have been with the discription of this hotel
Kind regards
Meg x x
Sometimes mistakes happen and the wrong information/photo can be included in a brochure. The question here is was an errata done that somehow did not get into your brochure? Sometimes the mistake is not seen until it has actually been distributed.
Was the brochure reprinted later on and was the mistake rectified?
The penalties for publishing wrong information can be quite severe and few companies wish to put themselves in that position.
Before jumping up and down to much it would be better to check and so avoid embarrassment. Being really stupid are you the first person to spot this? Nearly 40 years ago I saw a poster used in an ad. It had been printed back to front (reverse negative) I spoke with a representative of the company and I was the only one who had noticed it.
fwh
Was the brochure reprinted later on and was the mistake rectified?
The penalties for publishing wrong information can be quite severe and few companies wish to put themselves in that position.
Before jumping up and down to much it would be better to check and so avoid embarrassment. Being really stupid are you the first person to spot this? Nearly 40 years ago I saw a poster used in an ad. It had been printed back to front (reverse negative) I spoke with a representative of the company and I was the only one who had noticed it.
fwh
Hi FWH,
I booked this holiday in June 2008 and the only exterior pictures of the hotel were that of the Grand Yucal NOT the Grand Kaptan...... The information on the web was EXACTLY the same as the brochure and remained like that until the day we departed September 11th 2009....That gives First Choice plenty of time to realise their mistake, update the web content and to inform their customers of their mistake..... I have a copy of summer 2010 and again the wrong picture is shown....... I spoke to a number of other people whilst we were there and apart from 1 other couple everybody else also thought the same way as me. The one thing, we did all think was strange, was why First Choice would NOT want to use the correct hotel as id did look nicer!!!!
As I have previously said I did point this out to the rep who became very argumentative even after showing him the brochure page...... However a few days later he did come and tell me that "First Choice" were in the process of updating its information within its brochures and web content!!!
As I have also said is there a way of posting pictures on this forum so others can see exactly what I am going on about. I will also be sending Trading Standards coppies of the brochure to back my claim of "misleading information"
Kind regards
Meg x x
I booked this holiday in June 2008 and the only exterior pictures of the hotel were that of the Grand Yucal NOT the Grand Kaptan...... The information on the web was EXACTLY the same as the brochure and remained like that until the day we departed September 11th 2009....That gives First Choice plenty of time to realise their mistake, update the web content and to inform their customers of their mistake..... I have a copy of summer 2010 and again the wrong picture is shown....... I spoke to a number of other people whilst we were there and apart from 1 other couple everybody else also thought the same way as me. The one thing, we did all think was strange, was why First Choice would NOT want to use the correct hotel as id did look nicer!!!!
As I have previously said I did point this out to the rep who became very argumentative even after showing him the brochure page...... However a few days later he did come and tell me that "First Choice" were in the process of updating its information within its brochures and web content!!!
As I have also said is there a way of posting pictures on this forum so others can see exactly what I am going on about. I will also be sending Trading Standards coppies of the brochure to back my claim of "misleading information"
Kind regards
Meg x x
What are important are the details in the edition of the brochure you booked the holiday from. By these I mean descriptions of the hotel and the services offered. It goes without saying the photographs should not be of another hotel!
Be aware that many companies have fine print stating that some facilities might not be available at the beginning and end of the season, or if there is little demand.
The going rate for a false brochure description a few years ago was £2000 fine plus £2000 costs, prosecution by Trading Standards.
Peter
Be aware that many companies have fine print stating that some facilities might not be available at the beginning and end of the season, or if there is little demand.
The going rate for a false brochure description a few years ago was £2000 fine plus £2000 costs, prosecution by Trading Standards.
Peter
Hi Peter,
The brochure description is as follows.....
A recent renovation has given this family-friendly hotel a crisp new look. Bright comfy rooms are part of the makeover and they come with air-con and a balcony or terrace. Keeping kids happy is still high on the agenda. Youngsters get their own pool and playground, plus three waterslides, a mini-club and all day entertainment. And the beach is just over the road. A sauna, Turkish Bath, loads of sports and two a la carte restaurants are also part of the set-up
That paragraph was what made me choose to book this hotel......However as already mentioned NOT all these facilties were availabe and some only at certain times....There is nothing on this page to state "In high season only"...The small print also states that properties are inspected regularly to ensure that the information provided is accurate and the customer would be informed of any change of circumstances that would effect their holiday.
Now this is just me being picky and it is NOT part of my complaint BUT how can a hotel bedroom have a terrace when all rooms are located on the first floor or above (you would need a room on the ground floor for it to have a terrace)!!!!!!
Kind regards
Meg x x
The brochure description is as follows.....
A recent renovation has given this family-friendly hotel a crisp new look. Bright comfy rooms are part of the makeover and they come with air-con and a balcony or terrace. Keeping kids happy is still high on the agenda. Youngsters get their own pool and playground, plus three waterslides, a mini-club and all day entertainment. And the beach is just over the road. A sauna, Turkish Bath, loads of sports and two a la carte restaurants are also part of the set-up
That paragraph was what made me choose to book this hotel......However as already mentioned NOT all these facilties were availabe and some only at certain times....There is nothing on this page to state "In high season only"...The small print also states that properties are inspected regularly to ensure that the information provided is accurate and the customer would be informed of any change of circumstances that would effect their holiday.
Now this is just me being picky and it is NOT part of my complaint BUT how can a hotel bedroom have a terrace when all rooms are located on the first floor or above (you would need a room on the ground floor for it to have a terrace)!!!!!!
Kind regards
Meg x x
With regards your query on posting pictures here on Holidatruths.
You need to upload them first to http://www.imageshack.us (you may have to resize the picture first to ensure the dimesions are no greater than 500x500px) and then post the link Imageshack gives you in here wrapped round the IMG tags.
Mark
You need to upload them first to http://www.imageshack.us (you may have to resize the picture first to ensure the dimesions are no greater than 500x500px) and then post the link Imageshack gives you in here wrapped round the IMG tags.
Mark
Thanks Mark
That sounds complicated & It may take me a few days to work out how to do it but I will give it a go!!!
Kind regards
Meg x x x
That sounds complicated & It may take me a few days to work out how to do it but I will give it a go!!!
Kind regards
Meg x x x
These instructions should make it a little easier:
http://www.holidaytruths.co.uk/viewtopic.php?f=53&t=23532
Slightly
so I slap me own wrist.
Mark
http://www.holidaytruths.co.uk/viewtopic.php?f=53&t=23532
Slightly
so I slap me own wrist.Mark
Thanks Mark,
That makes a lot more sense....
I'm having a spot of bother with my scanner but will scan pictures in at work tomorrow and hopefully I will have them posted tomorrow evening
Kind regards
Meg x x x
PS Why does this site not like the word air-con... In all posts I have read air-con comes out as
"air-????"
That makes a lot more sense....
I'm having a spot of bother with my scanner but will scan pictures in at work tomorrow and hopefully I will have them posted tomorrow evening
Kind regards
Meg x x x
PS Why does this site not like the word air-con... In all posts I have read air-con comes out as
"air-????"
There's block on the word con due to potential libel issues 
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