Holiday Complaints

Do you have a holiday complaint? For help and advice post in here.
Reply
Hi and welcome to HT!

I shall move your post to our Holiday Complaints forum where it should get a wider audience and is more likely to be seen.

From the OTB website

1.1.2 When OTB process your booking the contract for the travel services you choose will be between you and the Travel Supplier. The Travel Suppliers' Booking Conditions will apply to your booking and you must agree them before OTB can process your booking request.


My first thoughts are that you haven't bought a package holiday as covered by the Package Travel Regulations. OTB put together what is widely known as a "dynamic package" or Flight Plus holiday.

1.5.3 Where you book a Flight-Plus through us, it will be our responsibility to arrange a substitute flight or accommodation or car hire should the supplier of any of these fail financially with the result that they cannot be provided. If substitutes cannot be arranged it will be our responsibility to refund you all protected monies you have paid for the Flight-Plus as detailed on the ATOL certificate (see next paragraph).

1.5.4 Where a Flight-Plus exists we will issue you with an ATOL certificate as an attachment to the booking confirmation email. The ATOL certificate details exactly what monies are protected and should be kept safely. Credit/debit card charges and OTB service fees are not protected.

1.5.5 If you cancel your flight or you cancel your accommodation or car hire, so that there are no travel products additional to the flight, Flight-Plus will cease to exist.


I would suggest finding a suitable hotel on the OTB website then contacting them to change it.
Reply
At such late stage ,4 days all the hotels were a lot dearer than when i booked and if i did see one i felt suitable,i had the extra to pay,the message they sent me is below

RE:URGENT - notification of hotel change
jason
03:41 pm
12 Mar

Logo

We are contacting you as the accommodation provider for your forthcoming holiday have informed us that they have had to make a change to your booked arrangements. Regrettably, your booking cannot be honoured due to contractual reasons.

When an accommodation provider makes a change to a booking, they must offer alternative accommodation of a similar standard and type to that originally booked and/or cancellation of the accommodation booking without penalty.

We do of course understand how inconvenient these changes can be. We have set out below details of the alternative arrangements the accommodation provider has offered. Should you decide not to accept the alternative arrangements on offer, please view other hotel options on our website and then contact us via My Messages with your preferences. We will then be happy to re-book alternative arrangements for you, subject, of course to availability. Please note that you will have to pay the difference in price, should your chosen accommodation option be more expensive than that offered by the accommodation provider. Should you decide not to accept the accommodation offered , or book alternative arrangements via our website, we will arrange for your accommodation booking to be cancelled and you will receive a full refund of the charges that you paid for these arrangements.

Please note that in accordance with our terms and conditions of booking and those of the relevant suppliers, should you wish to cancel your flight, transfer or other arrangements booked via our website, you will have to pay the cancellation charges applied by the relevant supplier, full details of which can be provided upon request.
We require your decision in writing you must send us a message via Manage your Booking, confirming your acceptance/decline of the alternative hotel.

New Hotel: Gala Placidia

Room Type: same

Board Basis: same

Resort: same

We are very sorry that your accommodation arrangements have been affected by a supplier change and trust you will find the recommended replacement, to be suitable for your needs. Should you have any further questions relating to this accommodation change please do not hesitate to reply to our message and we will aim to reply to you within 48 hours. Alternatively you can contact the Operations Team on 0871 221 2481 and they will be happy to assist you with any further enquiries.

If you have any resort transfers booked, please let us know and where possible we will assist in amending these for you.
Reply
You could have ask if they had any other alternatives, eg same star rating, facilities, etc.

Another option is booking with another provider, such as Travel Republic, Alpharooms, etc and ask for a refund.
Reply
yes there were similar star raitings facilities with Travel Republic, Alpharooms, etc available but at such short notice (4 days before i go and start of easter holidays)they have gone up twice as much in price than 5 months ago when i booked
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You haven't booked a package holiday so you have no real protection. As said above if you really don't like onthebeaches suggested alternative you need to find another more suitable hotel and go back to them with it.

Alternatively try and find a hotel with one of the other bed bookers, alpha rooms, travel republic, or even find a hotel direct or with someone like hotels.com or booking.com . I think the later of these let you pay your hotel bill on check out from your hotel, provided you secure your booking with a credit card (incase you default and don't turn up on the first night).

There are a few options you can check out but I would imagine onthebeach have booked you on easyjet or other non-refundable flights, so if you don't take the flights you will lose them.
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